FAQ

Frequently asked questions

 Product Information

What should I do if an item is out of stock?

If the item you want is out of stock, it means that we unfortunately have no more parts available.

To make sure, please contact us at info@lesinconnus.com.

Does Lesinconnus.com offer sale items?

Les Inconnus.com does not sell sale items online. Only resellers are authorised to sell items on sale. To find the nearest reseller, please see "Where to find us".

 

Can I customize my accessory? 

The personalisation of your accessory is entirely possible on request. To do so, please contact us at the following email address: info@lesinconnus.com.

Where can I find Les Inconnus scarves? 

Les Inconnus offers its products in the following points of sale:

• Paris - Printemps Haussman
• Paris - La Samaritaine
• Doha - Galeries Lafayette
• Dubai - Bloomingdales
• Dubai - Harvey Nichols
• Kuwait - Bloomingdales 

Online distributors authorised to sell Les Inconnus products:

• Les Inconnus
• Printemps

Orders and Payment

What payment methods do you accept?

Les Inconnus accepts the following payment methods for online purchases:

• Visa
• Master card
• Credit Card
• Paypal
• Bank transfer

 

Can I use different payment methods for the same order? 

Currently, we only accept one method of payment per order.

When will I be charged for my purchase?

You will not be charged until your order has been shipped. Once the order has been placed, we will authorise payment of the total amount and prepare your order for shipping. The total amount will be charged once your order has been shipped.

Is VAT included in the final price and how do I get it back?

All our prices include VAT. For the moment, we do not charge VAT on purchases made on Lesinconnus.com.

Can I cancel or change my order?

You will be able to cancel or modify your order within 24 hours of your purchase. After this time, please send an email to the following email address: info@lesinconnus.com so that we can best satisfy your request. If your order has already been shipped, you will be able to proceed to a return of your items.

Can I add products to an existing order?

It will not be possible for you to add an item to an existing order. However, if your first order has not yet been shipped and you would like to add an item, please contact us at info@lesinconnus.com so that we can send them together.

 

Shipping and Delivery

What are the different shipping options and their respective costs?

For the articles of the Lesinconnus.com website, the shipping services are the following:

Home delivery :

• Colissimo France 15€.
• Colissimo Europe 15€.
• Colissimo International 30€.

Once your order is picked up by the carrier, you will receive a shipping confirmation email with delivery information. We cannot be held responsible for unforeseen delivery delays beyond our control.

All orders are processed Monday through Friday.

How can I track my order?

Once your item(s) have been shipped, you will receive a confirmation email containing a link to track the progress of your order with the carrier.

Is a signature required for the delivery of my order?   

For security reasons, a signature is required upon delivery. If you are not available to acknowledge receipt of your order, please contact us.

Can I change my delivery address?

If you need to change your delivery information after placing your order, please contact us as soon as possible at info@lesinconnus.com. Delivery information, including the delivery address, cannot be changed once the order has been shipped.

Please note that delivery information for orders placed via PayPal cannot be changed once the order has been confirmed.

Can I change the delivery address when the order has already been shipped?

Once the order has been shipped, it will no longer be possible to modify the content or the destination.

Do I need to create an account to place an order?

The creation of an account is not mandatory, but by doing so, you can benefit from the following advantages:

• Track your order and view all your past purchases
• Be informed of new product launches
• Register your address and credit card details to speed up the purchase process
• Manage your account details and newsletter subscription

I cannot place an order. How can I solve this problem?

Below are our suggestions for placing your order:

• Connect to the website with another browser: we recommend using the latest version of Google Chrome or Mozilla Firefox.
• Try deleting cookies from your browser or clearing your cache.
• Try using another payment method
• Make sure your payment card is activated for online purchases.

If you still have problems placing your order, please contact our customer service. We will be happy to help you!

 

Returns and Exchanges

What is your return policy? How many days do I have to return a product?

You have the possibility to return, for an exchange or a refund, any product ordered on the Lesinconnus.com website within 15 days following the reception of your order. The return costs are to be paid by the customer. However, if you request an exchange, we will organize the shipment of the new item.

The item must be in its original condition with the original packaging. Items that appear to have been worn, washed or altered in any way will be refused. Please be careful when trying them on, as we cannot accept items that have make-up stains and/or smell like perfume. Items must be returned to our warehouse prior to refund or exchange.

How do I return or exchange a product? 

Log in to your account by accessing "My Account". Go to the completed orders, then click on "Return Item" next to the item you wish to return. Fill in the following fields in the return request :

• Item to be returned
• Reason for return
• Select return or request an exchange
• Comments (optional)

Once completed, click on "Submit a Return Request".

You will receive a confirmation e-mail once the return request has been sent.

If you have not created an account with us, send an email to order@lesinconnus.com.

Once your return request has been authorised, we will contact you by email and provide you with a Return Authorization Number, return address details and a return form, which must be included in your return package.

Please be patient to receive all return information before sending a return package. Our office is closed on weekends, so if you submit a return request online on the weekend, we will not respond until Monday.

* Note: We recommend that you use a registered postal service to return the goods and keep track of tracking details, as we cannot be held responsible for the loss of your returned item.

We monitor the number of returns made by customers, and ongoing returns will be flagged and potentially refused at our discretion or will result in the closure of your Unknown account.

How long does it take to receive a refund?

We strive to process refunds as quickly as possible. Your refund will be processed within 10 business days of receipt of your return at our warehouse. Your refund can only be credited to the original method of payment.

Are shipping charges refundable?

When returning a product, only the price of the returned product will be refunded.

 

Gifts

Can I get a refund or exchange an item I was offered?

It is possible to request an exchange for an item that has been offered to you if it respects the 15-day time limit after purchase.

In the case where the desired model is of the same value as the model that was offered to you, we will proceed to an exchange. If the desired model is of lower value, we will refund the difference. Finally, if it is of higher value, you will have to pay the difference.

To do so, you will have to send your request to info@lesinconnus.com, indicating the model you own and the model you want. You will also have to send us the name and surname of the person who gave you the gift.

However, we will not be able to make a refund to the person who received the gift.

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