FAQ
Safe delivery
The courier companies have adapted their procedures to guarantee the safety of our employees and our community. We thank you for your patience, as there may be some delays to deliveries
Where is my order?
When your order leaves our warehouses, we will send you an e-mail.
If you have selected click and collect, we will inform you by e-mail when your order is ready for collection. You have up to 7 days to collect your order. Get in touch by email to arrange a pick up slot. Collect your order by presenting your ID document.
How can I exchange or return an item purchased online?
You have up to 14 days from reception of your order to exchange your item for another size or request a refund. In such cases, we recommend you to send the items by registered mail.
Items may be returned by post (or returned directly to the depot in Cotignac).
You can return the items by post to the following address:
Au Soleil Boutique c/o Keenan
Ancien Chemin de Salernes
83570 COTIGNAC
FRANCE
If you wish to return an item in person to the depot, please contact us in advance at ausoleilcotignac@gmail.com
Returns Conditions
When making exchanges and returns, please bear in mind that:
- Any items returned must be in the same condition in which you received them.
- Face masks and hand sanitizers cannot be exchanged or returned for health and safety reasons.
- When we receive your package, we will inspect the condition of the items before proceeding to exchange the size or reimburse the returned items. Bear in mind that in the case of postal returns, Au Soleil will not accept carriage due or payment on delivery and will not pay the delivery or return charges.
Can I cancel or change my order?
Right of withdrawal
Customers in the European Union have 14 calendar days, from the reception of their order, to exercise their right to cancel their Au Soleil purchase.
If you wish to exercise your right to withdrawal, you should notify us by letter or using our withdrawal form which you should send via e-mail to: ausoleilcotignac@gmail.com
We remind you that you should not provide your card details via e-mail.
After notifying your intention to exercise your right of withdrawal from the order, you will have an additional 14 days to return it.
You can return your item to our depot or by post.
To do so by post, send your parcel by registered mail with acknowledgement of receipt. Include the purchase receipt or a photocopy of the same in your parcel.
Refunds
The refund period may vary between 3 and 12 working days from reception of your return at our depot. Once we have inspected the condition of the returned items, we will notify you by e-mail. The refund will be made using the same payment method used to purchase the item.
If you have received a defective item or the wrong item and decide to return it by post, remember to enclose the receipt of the postage expenses to return the package to our offices. Once we have inspected the condition of the items, we will reimburse the cost of the returned items and the corresponding postage and return expenses.
Please note that the postage expenses will be reimbursed after the items are reimbursed
Face masks and hand sanitizers cannot be exchanged or returned for health and safety reasons.
For reasons of hygiene, exchanges and returns swimwear items and earrings will not be accepted.
Items purchased with a Gift Voucher can only be exchanged, not refunded.
Exchanges and refunds will be made via the same payment method used for the purchase.
I have a promotional or discount code. How do I use it for an online purchase?
When you arrive at the order summary*, click on 'Promotional code'.
Next, enter your promotion code to benefit from the promotion or discount.
*Only one promotional code may be used per purchase and only in the country of purchase.
What are the delivery types?
The delivery dates and charges depend on the type of delivery. You can choose between home delivery or collection from our boutique or depot.
How can I pay for my purchases?
You can choose between various payment methods:
PAYPAL
AMAZON PAY
APPLE PAY
DEBIT OR CREDIT CARD
I cannot find my size or the colour I like. What should I do?
Click on '' Notify when available '' . Then enter your e-mail address. We'll send you an email when the item becomes availableI have not received all the items in my order. What should I do?
Check your e-mail to see whether we have sent you an e-mail informing you that one of the items in your order is not available. In this case, we will refund you the corresponding amount for this item and the delivery expenses via the same payment used for the purchase.
If you have not received any e-mail, contact us at ausoleilcotignac@gmail.com and will we reply to you as soon as possible.
The items received are incorrect or are defective. What should I do?
If you have received an item which is defective or different to the one purchased, we will refund these items and the delivery expenses as soon as we receive them at our warehouses and inspect the condition of the garments.
To process the return, you must complete the returns note and enclose it in your parcel
Are the items included in the shopping basket reserved automatically?
No, including an item in the shopping basket does not reserve it or guarantee its availability. Some much-in-demand items may go out of stock before you confirm your purchase despite being available when you added them to your shopping basket.
In which countries can I shop online?
You can currently shop online in all European Union countries and in much of America, Asia and Oceania.