HOW TO SUBSCRIBE/UNSUBSCRIBE TO THE NEWSLETTER ?
To subscribe to our newsletter, please go to the "Newsletter" section and fill in the registration form.If you wish to unsubscribe from our newsletter, click on the hypertext link at the bottom of each newsletter.
HOW TO FIND A STORE OR PARTNER ?
You will find a list of our Simone Pérèle boutiques on our website in the "our stores" section. As well as our partners.
How do I use my Promo Code ?
The promotional code is associated with a special operation. It is for a single use only, and cannot be combined with other benefits.
The promotional code must be entered in the field dedicated to this purpose when filling your basket ("Promotional Code" section). To validate the code, click OK before finalising your order.
We strongly recommend that you finalise your order immediately after entering your code in order to avoid any malfunctions that would cause you to lose the benefit of the code.
It is impossible for us to credit you the commercial advantage associated with a code after an order has been placed. Consequently, we do not accept any claims in respect of the misuse or omission of a code.
HOW TO CREATE AN ACCOUNT ?
You can create your customer account by clicking on "Your account" in the top menu of our site. Then click on "Create an account" and fill in the mandatory information marked with an asterisk. Finally, click on "Confirm". A confirmation email will be sent to the email address you provided when you created your account.
WHAT ARE THE ADVANTAGES OF CREATING AN ACCOUNT ?
Creating an account on www.simone-perele.com allows you to be quickly identified when shopping on the online shop.You can also :
- view your order history
- track the progress of your orders
- exchange or return items
- update your contact details
CAN I MODIFY OR DELETE MY ACCOUNT ?
You can change your account details in the "Your account" section. Enter your username and password and, once logged in, go to the "Account information" section to change or delete information.If you wish to delete your account, please contact Customer Service, who will help you with the necessary steps.
HOW DO I RETRIEVE MY ACCOUNT PASSWORD ?
If you have forgotten your password, click on the "Account information" section and then "Change password".
HOW DO I KNOW IF MY ORDER HAS BEEN PROCESSED? AND HOW CAN I TRACK MY ORDER ?
After validating your order, you will receive a confirmation email containing the order details. On your Simone Pérèle account, you will find a summary of your purchase in the “My orders" section. Once your order has been dispatched and picked up by our chosen transport partner (excluding click & collect in-store delivery), you will be able to follow its progress in the “My orders" section or via the carrier's emails/sms.
HOW DO I USE MY PROMOTIONAL CODE ?
The promotional code is associated with a special operation. It is for a single use only and cannot be combined with other benefits.
The promotional code must be entered in the field provided for this purpose when you check out (in the "Promotional Code" area). To validate the code, click OK before finalising the order.
We strongly recommend that you finalise your order immediately after entering your code in order to avoid any malfunction that would cause you to lose the benefit of the code. It is impossible for us to credit you the commercial benefit associated with a code after an order has been placed. Consequently, we do not accept any claims in respect of the misuse or omission of a code.
HAS MY ORDER BEEN DISPATCHED ?
Log in to your account and click on "My orders". You will then be able to check the status of your order:
Being processed: the order has been validated and is being prepared. Completed: the order has been dispatched to the delivery address you gave us when you purchased online. You can track your order using the tracking number. Cancelled: the order has been cancelled by you or as a result of the item not being available. It is also possible that payment for your order has not been validated.
WHAT ARE THE DELIVERY METHODS AND COSTS ?
Delivery times may be longer than expected at certain times of the year (sales, festive season, etc.) due to the large volume of parcels to be processed. To enable you to enjoy your items as quickly as possible, we offer the following delivery method for the United Kingdom (including Northern Ireland):
- Home delivery - received within 3 to 4 working days: £7 via UPS
24-hour dispatch - Orders placed before noon Monday to Friday are prepared and dispatched the same day.
MANAGING YOUR RETURNS
HOW DO I MAKE A RETURN ?
You have 30 days from receipt of your order to change your mind and return one or more items (please note, returns of products on sale are accepted within 14 days of receipt of the order).
- Go to your personal account.
- In the tab “My orders” select the order concerned and click on “Make a return”. If the “Make a return” button does not appear, you are outside the legal return period. If you have any questions, please contact customer service using our contact form.
- On the returns interface, enter your order number and follow the procedure: Select the items to be returned and indicate the reason for your return. You will then have the choice between an exchange for a different size or colour while stocks last, a credit note or a refund.
Once your returns request has been validated, you will receive your returns label by e-mail. You can also find your returns label in your customer account. Print the label and stick it on your parcel with the returned items. Once you have received the e-mail confirming your returns request, you have 30 days to return the item(s) to us. All items must be returned in their original packaging and in perfect condition. For information on the conditions of return, please refer to the General Conditions section, Article 14 - Returns policy.
WHEN WILL I BE REIMBURSED FOR ITEMS RETURNED ?
You will receive a refund no later than 14 working days after the date of receipt of the item(s) in our warehouses. Before refunding you, we will first check the condition ofthe item(s). If you paid for your item with a gift card, your gift card will be credited with the amount of the refund.
CAN I CHOOSE TO BE REFUNDED BY STORE CREDIT ?
At the time of your return, you will have the choice between making a return, receiving a refund or a credit. If you choose to receive a credit note, you will be credited with an additional £10 to use in your Simone Pérèle e-boutique. Upon confirmation of your return, you will receive by email a credit note that you can use for the payment of an order, exclusively on the website uk.simone-perele.com, within 6 months, from the date of receipt of your credit note.
WHAT SHOULD I DO IF MY ITEMS DO NOT CORRESPOND TO MY ORDER ?
If the items you receive do not match your order, please contact our Customer Service department. You can write to us or ask to be called back by telephone at your convenience, giving us your telephone number.
WHAT SHOULD I DO IF MY ITEMS ARE FAULTY ?
In the event of a faulty item or anomaly in your order (missing item, damaged parcel, repackaged parcel,etc), you have 72 working hours from the date of receipt of your order to notify us of any problem with the conformity of the products received. An email with photos and the order number should be sent to Customer Services to report any quality problems.
MANAGING YOUR EXCHANGES
CAN I MAKE AN EXCHANGE ?
If an item in your order does not suit you, you can exchange it for the same item in a different size or colour. It is not possible to make an exchange for a different item.You will need to return the item in question and place a new order.
HOW DO I MAKE AN EXCHANGE ?
1. Go to your customer account
2. In the “My Orders” tab, select the order concerned and click on “Make a return”. If the “Make a return” button does not appear, you are outside the 30-day period (114-day for product on sale) If you have any questions, please contact customer service using our contact form.
3. On the returns interface, enter your order number and follow the procedure: Select the items to be returned and indicate the reason for your return. You will then have the choice between an exchange for a different size or colour while stocks last, a credit note or a refund. Once our logistics department has received, processed and validated the return of the products to be exchanged, the new sizes you require will be dispatched as a new order. A new dispatch confirmation e-mail will then be sent. Please note that the new sizes requested are not reserved. In the event of one or more items being out of stock at the time the return is validated, an automatic refund will be made to the payment method used at the time of purchase. You will be notified by e-mail.
WHAT ARE THE DIFFERENT METHODS OF PAYMENT ?
- Credit card: You can pay for your purchases with the credit card of your choice: Visa or Mastercard.
- Paypal : PayPal allows you to pay online without disclosing your financial information to the seller during the transaction. You can pay securely in 1 or 4 free instalments.
- Google pay & Apple pay : These solutions allow you to pay online without disclosing your financial information to the seller during the transaction.
- Simone Pérèle E-gift card: This allows you to pay for your purchases. If the credit on your card is not sufficient, you will be able to complete your purchase with your usual bank card.
WHEN AM I DEBITED ?
You will be debited once your order has been dispatched. If your order is cancelled, you will not be debited.
I WOULD LIKE TO OFFER A GIFT CARD
How do I buy a gift card ?
You can order and offer to the person of your choice a dematerialised e-gift card on the Simone Pérèle website. The recipient of the e-gift card will receive an email with the amount and the identifiers of the card on the date you have chosen. You can also attach a personalised message to the card.This gift card will be valid for 12 months on the Simone Pérèle website.
How can I check the balance of my gift card ?
You can check the balance of your gift card by clicking on this link. You can also check your balance in your “My Account” area, then “Gift Cards”. To check your balance, simply enter your gift card number and the balance will be displayed.
If I make a return, how do I get my gift card credited ?
If your order is returned, your e-gift card will be credited again for the amount used. If you have completed your purchase by other means of payment, the refund will be made by the same means of payment as that used for the initial transaction.
I WOULD LIKE TO OFFER A GIFT CARD
WILL MY ORDER BE SENT GIFT-WRAPPED ?
In order to offer you a unique experience, we take particular care in preparing your order. If you wish, you can order gift wrapping. However, your order will not be pre-packaged; this will be added to your order.
CAN I SEND A PERSONALISED MESSAGE WITH MY ORDER ?
Before confirming your order, you will have the opportunity to write a personalised message that will be printed and enclosed with your order. The message will be written on a card.
LOYALTY PROGRAM MY SIMONE
HOW DOES MY SIMONE LOYALTY PROGRAM WORK?
My Simone Loyalty program is an omnichannel program. When you buy on the website, you earn points that give you access to a range of benefits. As soon as you sign up, you will receive 30 free points and Silver Statut.
HOW DO I JOIN MY SIMONE FIDELITY PROGRAM ?
There are severals ways to join My Simone loyalty program:
- On our website, as long as you create a Simone Pérèle account and give your consent to become a membre of My Simone Loyalty program.
HOW TO EARN POINTS ?
Each euro spent on the website gives you 1 point.
WHEN DO MY POINTS EXPIRE ?
The points you earn with each purchase or with bonus points are valid for 12 months. Points remain valid for 1 year from the date they are added to your balance. After 12 months, the points expire.
HOW MANY POINTS DO I HAVE ON MY ACCOUNT ?
You can view your points balance directly in your Simone Pérèle account in the My Simone section or on some of our emails.
HOW DO I REDEEM MY POINTS FOR DISCOUNTS ?
On the website by logging into your account, when you make your payment.