Welcome to the Les Soeurs Shop FAQ section. Below you will find detailed answers regarding our ordering procedures, payment methods, shipping execution, and European consumer rights.
1. Orders & Payments
Q: What payment methods do you accept?
A: We provide secure and seamless checkout options for our customers. We accept major credit and debit cards, including Visa, Mastercard, and American Express, as well as digital payment solutions and e-wallets such as Apple Pay and Google Pay. All transactions are processed through encrypted payment infrastructure.
Q: How do I place an order on the Website?
A: You can easily place an order by browsing our collections, selecting your preferred items, and proceeding through the checkout page by providing your correct shipping and contact details.
2. Shipping & Delivery
Q: Which courier services do you use and how long does delivery take?
A: We serve customers across Europe in partnership with major logistics providers, including DHL, FedEx, and UPS Priority services. Standard delivery typically requires 5 to 9 business days from dispatch.
Q: How can I track the progress of my order?
A: Throughout key milestones of your order’s journey—including dispatch, arrival at logistics sorting hubs, and local final-mile delivery—our system automatically transmits tracking notifications to the email address provided by you at checkout, keeping you informed at every step.
Q: What happens if my order exceeds the standard transit timeframe?
A: If your order exceeds the standard transport timeframe, we will formally initiate an investigation with the respective carrier. Depending on the verified findings of the investigation, we will determine appropriate remedial action, which may include a full refund or a replacement shipment.
3. Returns & Consumer Rights
Q: What is your return policy for European customers?
A: As our target market comprises consumers residing in Europe, all purchases are subject to the statutory European Right of Withdrawal. You possess the legal right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you (or a designated third party other than the carrier) acquire physical possession of the goods.
Q: How do I handle a defective or damaged item upon delivery?
A: If you receive an item that is flawed, defective, or damaged upon delivery, you may contact our customer support team via email at clothing@lessoeursshop.com within a reasonable timeframe, providing clear photographic evidence of the issue. Upon verification of the evidence, we will process a full refund or arrange for a replacement. Physical return of defective or damaged items is generally not required; verification via photographic evidence submitted electronically is sufficient.
4. Contact & Support
Q: How can I contact customer support if I have further questions?
A: You can reach Les Soeurs Shop GmbH through our official communication channels:
- Email: clothing@lessoeursshop.com
- Telephone: +49 3054844508
- Address: Grolmanstraße 16, 10623 Berlin-Bezirk Charlottenburg-Wilmersdorf, Germany