D'EAUX BUTTERFLY

Below is all our frequently asked questions. if our FAQ's page does not answer your question(s) then we have a customer support email which you can contact, either through our contact page form or at contact@deaux.co.uk.

SHIPPING/DELIVERY:

I have not received my order yet?

We aim to ship all orders in a maximum of 2-3 working days. However please allow up to 5 working days for your order to be delivered. If you have been waiting such time and still have not received your item(s) please email us at contact@deaux.co.uk

*Please include your order number (ex: #DX9999UK) and order date in your email. If your delivery is european please allow a minumum of 7 working days before emailing our support team, likewise if you selected international shipping please allow a minimum of 12 working days.

I am missing an item from my delivery?

If you have received your delivery and are missing an item please email an image of your order advice note (contained in your package) & the item(s) your are missing to contact@deaux.co.uk. Please use your order number as your email subject message.

I didn't receive an order confirmation?

Order confirmations are usually delivered within 5 minutes of your order being processed. If you are yet to receive your confirmation you can email our support team at contact@deaux.co.uk requesting a confirmation of your order to be sent.

*If you have an account with us you can confirm your order was processed/confirmed by going to your account dashboard and locating your order in the 'ORDER HISTORY' section.

Can I cancel my order?

To cancel your order you must put it in writing to our customer support team at contact@deaux.co.uk, if you wish to cancel your order you must contact the support team within 2 hours of your order being placed. If you miss the cut off you can return your items back to us using the returns form provided.

*For more information on returning your item(s) please view out returns page here.

What are my delivery options?

D'ÉAUX offers both UK and international shipping. Below you will find the delivery options available:

Standard UK Delivery: £3.95
(3-5 Working Days)

UK Next Day Delivery: £5.99
(Order before 11am to receive the following day. Excludes Sundays.)

European Shipping: £6.99 - £8.99
(3-7 working days.)

International Shipping: £11.99 - £16.95
(5-10 working days.)

*Please note both european & international shipping charges may fluctuate & the pricing is a suggested range of rates.

RETURNS:

What is our returns policy?

Our returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund. To be eligible for a return or exchange your item must be unused and in the same condition that you received it. The item(s) must be in the original packaging, not be washed or worn, have no hairs, scents or odours, have the labels still intact and deemed fit for resale. If the original packaging is not available please use a suitable alternative. In the unlikely case of a return or exchange the customer must arrange and pay for shipping. If you wish to exchange your item for another product we will ship the new product to you free of charge. If you would like full information on our returns policy visit our returns policy page here.

Can I exchange my item(s)?

D'ÉAUX allows exchange of items for up to 14 days after receipt of the items. If you wish to exchange your item for another product we will ship the new product to you free of charge, however we will not cover the cost for items your send back to us. Full instructions on how to return an item for exchange are available at our returns page.

What do I do if I receive a faulty item?

All products despatched by D'ÉAUX are quality checked before they are packaged for delivery, however unfortunately we are unable to control or prevent any damages caused during transit. If you receive an item that is faulty please send an email detailing the fault with images as proof to returns@deaux.co.uk. Please include your order number within the email as this will help us to assist with your query.

What is our returns address?

D'ÉAUX LTD
PO BOX 708
Wellington Street
Bury
BL8 9UG

How long do I have to return my item(s)?

With every order we allow up to 14 days to either return or exchange your item(s) from the day you receive them. if you have overrun the time frame outlined in our returns policy please write to us with the reasoning and valid proofs and we will review the returns request, please allow up to 3-5 working days for your request to be reviewed and a decision to be made.

Is it free to return an item?
Yes it is free, we do not charge a fee for item(s) returned to us, however we will not cover the cost of shipping the goods back to us. In the case you wish to exchange your goods we will ship the replacement item(s) to you free of charge.
Where can I get a returns form?

All our deliveries include a returns form as standard, if you have lost or damaged this form then you can download a copy here
*Please note this form must be completed and sent back with the goods. We will not accept returns forms sent over by email and we withhold the right to reject any returns request if the paperwork is not completed or provided as per our returns policy.

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