FAQ' So-cute.biz

Information and data requested are necessary to treat your orders and for our future commercial relationship. Personal data are governed by the law “data processing and freedom” January 6, 1978, stipulating that you have the following rights: access, modify, correct and delete your data (CNIL n° 1361176).

Your account allows you to keep track of your orders, invoices, advantages and to modify your personal data.

How to receive our Newsletter?

To be informed (fashion, discounts, new adventures), go to INTRODUCTION, or go to the top of each page and indicate your e-mail address. You will receive a confirmation by e-mail.

How to cancel my subscription to the Newsletter?

Simply click on « I do not want to receive the Newsletter anymore » on bottom of each Newsletter or directly on the page “NEWSLETTER –Cancel my subscription- communicate your e-mail and validate”.

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My account

How to open a session?

Select « MY ACCOUNT » on top of each page and type your ID code and password

I forgot my password /my ID Code

No panic, you ID code is your e-mail address.

I do not remember your password

click on « MY ACCOUNT » for identification, type your ID code (e-mail address), click on « password forgotten » and validate. An e-mail will instantly be sent to you with your password.

I want to modify my personal data.

Easy, you can modify any information on “MY ACCOUNT » « Who am I ».

I want to modify my delivery address

You will be able to do so, once you have validate your order in “MY BASKET” The page DELIVERY will automatically open and you will have the possibility to modify your invoice and delivery address.

I want to print my invoices

Go to your personal space, MY ACCOUNT, MY ORDERS.

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My order

I want to order

Very easy, when you have found the item you want to order, select the size, quantity and colour, and then click on « add to basket »

I want to check the content of my basket

A summary of your order is at your disposal anytime. Click on “my basket” on top and right of your page. To continue with your shopping, click on “I continue my shopping”.

I want to modify my « basket » (quantity, add or delete an item)

At anytime, you can modify the quantity, add or delete items. Click on “My basket” use arrows “+ and –“and modify or click on “delete” for the undesired item.

How to choose the right size?

Any question about the size?

Look at the “size information” on bottom of each page.

There might be differences in sizes with designers from other countries. You will find a comparative table for each of them.

How to search for a specific item?

Thanks to the tool « SEARCH » you can search for an item.

How to proceed: in the provided space, type the name of the item or other criteria (sex, age, and products, designer). Select at least one criteria in the menu.

How to use a « promotion » ?

Sales promotions are regularly offered. To be informed you have to subscribe to the NEWSLETTER. Subscription is available on top of each page.

You will see all of our sales promotions in ”MY ACCOUNT” You may not hold a plurality of sales promotions and they are not exchangeable. However, you can take advantage of any sales promotions when you decide to pay your order.

In case a sales promotion has a specific code/number, you have to indicate this code/number where specified in your “basket”

Please check carefully the expiring date of any promotion.

Specific request: special wrapping for gifts?

On request, So-cute.biz can wrap an item. This option is available in MY BASKET.

You can re-use that special packaging for other purposes at your choice (small lunch, etc…) it is available only for non-bulky items (i.e. accessories, clothes, small objects).

How to finalise my order?

Once you have selected all desired items, go on « MY BASKET », click « validate my order ».

If not already done, you will be requested to communicate your address, your e-mail address and your password. If you are a new client, you will have to create your account and validate.

You will be automatically directed on “DELIVERY”. You will have to type your invoice address and your delivery address (if different)

Choose the delivery mode – validate.

You are now on the part dedicated to PAYMENT: choose how you want to pay (credit card or bank transfer)

At this stage you can still modify the invoice and deliver address.

Do not forget to validate the General Terms and Conditions and validate.

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My payment

Which are the available payment methods?

So-cute.biz offers a secured on line payment through the Credit Agricole system called E-TRANSACTION and through PAYPAL, worldwide leader for on line payments.

Cartes Bleues, Visa and Mastercard are accepted

You can also choose to pay your order by bank transfer (So-cute.biz bank details are available on the page PAYMENT), or by sending a check at the postal address indicated on the page PAYMENT. On receipt of your bank transfer, your order will be registered and handled. Please communicate your name and order number on your bank transfer.

Is thy method of payment really secured?

So-cute.biz partner is the Crédit Agricole with its secured payment system called E-TRANSACTION.

When using E-TRANSACTION, you will be automatically connected with the Credit Agricole payment platform. Feel totally secured to communicate your bank details which are encrypted by the security system called “Secured Socket Layer” (SSL Technology); which means that they are coded and therefore unreadable and sent directly to the bank.

PAYPAL, the leader for secured payments guarantees a secured transaction using advanced technology, supervision of all transactions, the possibility to buy things without communicating your bank details. You can pay without having a Paypal account. This means you can pay once and only decide afterwards if you want to open a Paypal account for further purchases.

For your own security, confidential information concerning your bank details do not transit through our server and are therefore not stored.

Are prices communicated all taxes included?

Prices are communicated all taxes included.

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Shipping and delivery delays

I have placed an order: what are the shipping and delivery delays?

Any order placed before 11:00am will be handled same day (except for weekends and banking holidays), the average delay: between 24h and 48 h. depending of the volume of the order. In case of extra delay, you will be informed by e-mail and receive the date of delivery.

How will my order be delivered?

- Colissimo Suivi (standard), indicative delay is 48h as of the date of dispatch.

- Express Delivery by Chronopost, indicative delay is 24h as of the date of dispatch.

- DHL, indicative delay is between 24h and 48h (to be used for bulky/large packages)

Deliveries will be done from Monday to Friday (except banking holidays)

How can I track my order?

You can track your order on www.coliposte.net for Colissimo and on www.chronopost.fr for Chronopost. You will find your forwarding nr. and your order nr. on “MY ACCOUNT” – “MY ORDERS”.

If you use DHL you can track your order on www.dhl.fr.

I have not received my order

- The postman has left a delivery note in your mailbox in your absence. You will need to go to the post office with the delivery note and your ID card within 2 weeks time.

- 5 day after the date of delivery, you have not received neither your parcel nor a delivery note for the postman. Please go on www.coliposte.net for a Colissimo, www.chronopost.fr for a Chronopost, on www.ups.com for DHL and contact us by mail, by telephone, (see CONTACT on bottom of each page).

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Eventual return

Conditions to return an order or part of an order

To return an article, it must be new, in its original packing, not worn and returned with any eventual accessories, user manual and literature.

Items bought during “sales” will note be reimbursed, a credit will be available in “MY ACCOUNT”.

No reimbursement and no credit for Items bought during a special offer/promotion, except if decided differently by So-cute.biz.

Steps to return an item

You have 7 days as of the date of acceptance of the order to inform us about your decision to return an item and the reason of this return.

Different steps:

- Go on MY ACCOUNT and send us an e-mail on “Return, exchange and credit”. Indicate clearly the order number, the description of the item and reason of the return. If you decide for an exchange of item, please mention it, in order to allow us to check if it is available.

- You will receive an e-mail with an authorisation number; No return will be accepted without this authorisation number. Delivery cost for returning an item is at your charge.

Attention: once you have received your authorisation number, you have a delay of maximum 10 days to execute the return.

- Proceed now to the return by using Colissimo Suivi, include the invoice (keep the voucher) and send to

EURL LILY MOON

So-cute.biz / Retour

Le Corbusier 742

280, bd Michelet

13008 Marseille

FRANCE

You will be advised by e-mail as soon as we receive your package*.

Solutions in case of return

3 solutions :

- To receive another item in return, the exchange must happen within 10 days as for the date of reception of the package.

- A credit note to be used with the next order within 12 month. The amount is indicated in MY ACCOUNT “Return, exchange and credit”. That amount will be debited on your next order.

- Rembursement can be requested within 7 days as of the date of reception of the package. So-cute.biz will reimburse the amount with deduction of transportation costs within 30 days as of the date of reception of the package returned on the account used to place the order.

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Sponsorship

I want to sponsor a friend

Go on MY ACCOUNT “Sponsorship and advantages”. Type surname, name and e-mail address of the person you want to sponsor, validate. You will be able to read the mail send to your fiend. One person can only be sponsored by one person and can then sponsor a new friend.

My advantages

The person you have sponsored will receive a 5€ gift voucher for his first order and you will also receive a 5€ gift voucher, valid 12 months as of the date of the first order. You can use these vouchers at once or one by one. These vouchers are valid 12 months and can be used together with a sales promotion.

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Contact us

We are at your disposal to answer all your questions

By phone: +33 6 25 01 49 00 between 10 :00 and 12 :30 am and 2 :00 and 6 :00 pm (from Monday to Friday, and except banking holidays)

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