Annick GOUTAL

Frequently Asked Questions

1. CUSTOMER ACCOUNTS

2. ORDER

3. PAYEMENT

4. DELIVERY

5. RETURNS AND REFUNDS

6. TECHNICAL PROBLEMS

7. CUSTOMER SERVICES

1. CUSTOMER ACCOUNTS

  • How do I create my account?

    To create your Annick Goutal online store account, enter your e-mail address, which will be your login together with any further information required in the relevant fields.

  • How do I make changes to my account?

    Changing your password or your billing information couldn't be easier. Click on “Your account” and type your login and password. Once you're connected you'll be able to view and change your personal details.

  • I've forgotten my password, how do I connect to my account?

    When you click on the forgotten password link, provide the e-mail address which you used to create your account. You will receive your password by e-mail immediately. If you have any problems with this, please don't hesitate to contact us .

  • How do I subscribe to the newsletter?

    Subscribe to the Annick Goutal online store newsletter by registering your e-mail address on the homepage in the newsletter section. You will be informed of our exclusive offers, news and special offers.

  • How do I unsubscribe from the newsletter?

    You can unsubscribe from the newsletter by simply clicking on the unsubscribe link at the bottom of the newsletters you receive. You can also do it from your account, in the subscriptions section. If you have any problems with this, please don't hesitate to contact us.

  • How do you use my personal information?

    The information that you send us to process your order is only used in the context of our business relationship. This information cannot be shared with third parties or sold on. In accordance with applicable law, you have the right to access and amend your personal information. Your banking information (payment cards) is only used in the context of your payment via our secure payment partner Adyen. We don't keep any of your bank details.

2. ORDERS

  • How do I make an order via the Annick Goutal online store?

    To make an order on the Annick Goutal online store, just search our site by looking at the available products in the different categories. Select the items that you want to buy by clicking on 'Add to cart'. Once there are products in your cart, you can check the content by clicking on the cart icon on the top right corner and then continue by clicking on the ‘checkout’ button.

  • How long will it take for my order to be processed?

    All of your orders will be dispatched within 48 hours. This time corresponds to the time taken to prepare your order at our depot (destocking, checking, preparation of the package, packing, labelling etc.). We will update you by e-mail when your package is shipped.

  • How can I find out the status of my order?

    We will send you a confirmation e-mail a few minutes after your order has been confirmed. This e-mail will contain an order summary, together with a link which you can click on to access your account and to track the status of your order. Your order will show as 'Being prepared' and finally 'Dispatched'.

    You will also receive a further e-mail to let you know when your package has been passed to the transporter, which will include a parcel tracking number enabling you to track the progress of your package.

  • How can I cancel my order?

    It is possible to cancel an order while it has not yet been prepared at our depot provided that you inform us by sending an e-mail to us.eshop@annick-goutal.com before the scheduled dispatch date for your order.

  • What should I do if my product is damaged or if I haven't received the product I ordered?

    Please contact the Annick Goutal online store customer services before returning the item, so that they can advise you on what you need to do. Contacting us couldn't be simpler! You can contact customer services by e-mail at us.eshop@annick-goutal.com or by phone at +1 (646)-864-0025.

3. PAYMENT

  • What payment methods do you accept?

    You can use the following payment cards on the Annick Goutal online store: Credit card, Visa, Mastercard, American Express. The payments are completely secured by Adyen.

  • How is the payment made secure?

    The Annick Goutal online store uses the Adyen solution, which is recognized by some of the main financial operators. The solution has been developed so that you can make payments in a user-friendly environment with optimal security and privacy.

  • What should I do if my promotional code doesn't work?

    Please double-check the expiry date of your promotional code. Also make sure that it is in the correct case and enter your code without spaces. Try clearing the cache on your computer. If your code works you will see a message indicating that your voucher has been registered. Codes are not cumulative, so if you have several, only one can be used for your order. If you have tried all of the above and the code still doesn't work, please contact by e-mail at us.eshop@annick-goutal.com or by phone at +1 (646)-864-0025.

4. DELIVERY

  • What are the delivery types and prices?

    The delivery options are the following:

    • UPS standard ground shipping: $11. Day-definite delivery typically in one (1) to five days (5) to all fifty (50) states.
    • UPS second day air: $28. Next business day delivery by 10:30 a.m., 12:00 noon, or end of day, depending on destination to all fifty (50) states, with some limitations in Alaska and Hawaii.
  • How long does delivery and dispatch take?

    Dispatch time is a maximum of 48 working hours (from Monday to Friday). This time corresponds to the time taken to prepare your order at our depot (destocking, checking, preparation of the package, packing, labelling etc.). Your order is then passed to the selected transporter. Delivery times depend on the delivery type and the country selected.

  • Do you deliver overseas?

    For the moment only customers with U.S. shipping addresses may purchase Annick Goutal products online at us.eshop@annick-goutal.com. For the moment, we do not ship to Puerto Rico.

  • What should I do if I'm not at home to collect the delivery?

    The package is delivered directly to your address. If you're not at home when the delivery arrives, an attempted delivery notification will be put through your letterbox. This notification will indicate the date and time of the attempted delivery, together with the post office where you can collect your package.

5. RETURNS AND REFUNDS

  • What should I do if I don't receive my order?

    If after 14 days you still haven't received your package, and no notification has been left, please try checking the status of your package on the UPS International website (www.ups.com), you can also contact customer services by e-mail a us.eshop@annick-goutal.com.

  • How do I return a product and how long do I have to do so?

    If you no longer want one or more of the products ordered, you can return it/them in the original packaging within 30 days of receipt.

    In order to return the unwanted product, simply follow the 3 steps as indicated on the returns form attached to your package:

    1. Send back the item in its entirety and in its original packaging. Only items returned in their original state will be accepted and refunded.
    2. Attach a return form completed and a copy of your invoice to the package.
    3. Return the package by UPS to the address indicated below:

      ANNICK GOUTAL
      ONLINE BOUTIQUE
      955 MADISON AVENUE
      NEW YORK, NY 10021
      UNITED STATES

    If the wrong product has been sent or the items are faulty, please contact customer services by e-mail at us.eshop@annick-goutal.com or by phone at: +1 (646)-864-0025.

    The payment card that you used to pay for the order will be refunded, within 30 days of the date that the package is returned.

  • What are the terms of return?

    If the return is due to an error on our part, the customer has to contact customer service which will send a prepaid label on the condition of proof. If your product does not satisfy you, return costs are your responsibility.

  • Which payment method is used to make the refund?

    The payment card that you used to pay for the order will be refunded via our payment partner Adyen, within 30 days of the date that the package is returned.

6. TECHNICAL PROBLEMS

  • I haven't received your order and dispatch confirmation e-mails. What should I do?

    These e-mails may have gone into the 'junk' or 'spam' folders in your mailbox. The settings of these types of folders are becoming increasingly sensitive in order to protect the privacy of their users, for example by identifying e-mails that are not listed in your contacts. You are advised to save the us.annickgoutal.com domain under the 'safe' list in your anti-spam tool and/or mailbox.

  • What should I do if I am not able to process my payment?

    If your payment isn't going through, please check that there are no errors in your card number or the card expiry date. Please also check with your bank that they are not blocking the payment, For security reasons, customer services does not have access to your bank details, but is available to advise you.

7. CUSTOMER SERVICES

  • How can I contact Customer Services for the Annick Goutal online store?

    If you have any problems, you can contact our customer service thanks to our website's contact section.