FAQ – THE VILLAGES

WE WILL SEND YOU A CONFIRMATION EMAIL WITHIN A FEW MINUTES OF YOUR ORDER IS VALIDATED. IN THIS EMAIL YOU WILL FIND A SUMMARY OF YOUR ORDER AS WELL AS A LINK THAT GIVES ACCESS TO YOUR ACCOUNT AND THE STATUS OF YOUR DELIVERY. YOU WILL RECEIVE AN EMAIL WITH A TRACKING NUMBER ALLOWING YOU TO FOLLOW YOUR ORDER BOTH ON THE COURIER'S WEBSITE AND DIRECTLY VIA THE “ORDERS” TAB IN YOUR THEVILLAGES ACCOUNT.

WE ONLY ACCEPT PAYMENT BY BANK CARDS AND PAYPAL. PAYMENTS ARE COMPLETELY SECURED BY OUR PARTNER STRIPE, THE AMERICAN LEADER IN ONLINE PAYMENTS.
THEVILLAGES RESERVES THE RIGHT TO CANCEL ANY ORDER FOR WHICH THE 3D-SECURE/SAFEKEY IDENTIFICATION PROCESS IS NOT SUCCESSFULLY VALIDATED, OR ANY PAYPAL TRANSACTION WHICH DO NOT COME FROM A VERIFIED PAYPAL ACCOUNT.

THEVILLAGESNYC ONLINE BOUTIQUE USES THE STRIPE E-COMMERCE PAYMENT SOLUTION. STRIPE ARE THE LEADERS IN AMERICAN ONLINE PAYMENTS. THE SOLUTION WAS DEVELOPED TO ENABLE YOU TO MAKE PAYMENTS IN AN ERGONOMIC ENVIRONMENT, WITH OPTIMAL SECURITY AND TOTAL RESPECT FOR PRIVACY. ADYEN IS USED BY THOUSANDS OF ONLINE E-COMMERCE SITES. YOU CAN RECOGNISE THESE SITES THANKS TO THE MENTION ‘PAYMENT SECURED BY STRIPE' FEATURED ON THE PAYMENT PAGE. FOR YOUR SECURITY A PAYMENT PROTOCOL HAS BEEN INSTALLED: “3D SECURE”, ALLOWING FOR A BETTER AUTHENTICATION PROCESS OF THE CARD HOLDER DURING PURCHASES MADE ON OUR SITE WHILE PROTECTING THE WEB USER FROM FRAUDULENT USE OF THEIR BANK CARD. THIS AUTHENTICATION IS BASED ON A MODEL COMPOSED OF 3 COMPONENTS, HENCE THE NAME 3D SECURE, WHICH ARE:

THE RETAILER
THE BANK
THE BANK CARD SYSTEM
DURING YOUR PAYMENT A MESSAGE WITH A REQUEST FOR IDENTIFICATION WILL BE MADE SO AS TO FINALISE THE REQUEST FOR PAYMENT. DEPENDING ON THE BANK ISSUING THE CARD, THE ID REQUEST WILL VARY: SECRET CODE, BIRTH DATE… IN CASE OF ANY PROBLEMS WITH THE 3D SECURE PAYMENT, PLEASE CONTACT THE ISSUER OF YOUR BANK CARD.

FOR EUROPEAN ORDERS :

PURCHASED ITEMS WILL BE SHIPPED FROM FRANCE WITHIN 2-3 BUSINESS DAYS OF THE ORDER. PLEASE ALLOW UP MAXIMAL 1 WEEKS TO 13 DAYS FROM SHIP DATE FOR YOUR DELIVERY TO ARRIVE. IF YOU STILL HAVE NOT RECEIVED YOUR PURCHASE AFTER 3 WEEKS OF YOUR ORDER DELIVERING (DOMESTIC LOCATION), PLEASE CONTACT US AT THEVILLAGESNYC@OUTLOOK.COM AND PROVIDE YOUR ORDER NUMBER, WE WILL ARRANGE EVERYTHING FOR YOU.

FOR INTERNATIONAL ORDERS :

STANDARD DELIVERY TIME FOR INTERNATIONAL SHIPPING IS 5 TO 13 DAYS FROM DATE SHIPPED, BUT MAY TAKE LONGER SOMETIMES. DELIVENGO FROM LA POSTE AND UPS ENSURES INTERNATIONAL SHIPMENTS AND OFFERS YOU A TRACKING NUMBER. CUSTOM LAW DIFFERS IN EACH COUNTRY SO IN SOME CASES ORDERS MAY GET CAUGHT AND INSPECTED BY CUSTOMS WHICH CAN DELAYS DELIVERY.

IN CASE OF ABSENCE OR NOT BEING ABLE TO RECEIVE YOUR PARCEL, SEVERAL ATTEMPTS OF DELIVERY MAY TAKE PLACE ON THE INITIATIVE OF LA POSTE, USPS, FEDEX, UPS, DHL OR ITS FOREIGN PARTNERS. IN THE CASE OF A SECOND ABSENCE, MISSED DELIVERY NOTE WILL BE LEFT EXPLAINING THE PROCEDURE TO OBTAIN THE PARCEL FROM THE NEAREST POSTAL POINT. YOUR ID WILL BE REQUESTED TO COLLECT YOUR PARCEL.

IF YOU HAVEN'T RECEIVED YOUR ORDER WITHIN THE RECOMMENDED TIMES, AND NO MISSED DELIVERY NOTE HAS BEEN LEFT, YOU CAN CHECK THE STATUS OF YOUR PARCEL FROM THE “ORDERS” TAB OF YOUR ONLINE ACCOUNT OR CONTACT THE COURIER CHOSEN. THEVILLAGESNYC IS NOT RESPONSIBLE FOR SHIPPING DELAYS, SUCH AS CUSTOMS DELAYS AND IS NOT RESPONSIBLE FOR ANY CUSTOMS DUTIES OR TAXES FEES (IF THE PACKAGE IS SHIPPED BACK BECAUSE THE CUSTOMS PAYMENT WAS NOT PAID WE ARE NOT ABLE TO REFUND YOUR ORDER). WE ARE NOT RESPONSIBLE FOR ANY LOST, STOLEN, OR DAMAGED SHIPMENTS. THE BUYER ASSUMES ALL RESPONSIBILITIES OF CLAIMS MADE WITH THE SHIPPING CARRIER AND ALL DUTIES/FEES INCURRED ON THE SHIPMENT.

PLEASE CONTACT THEVILLAGESNYC@OUTLOOK.COM IF YOU HAVE ANY QUESTIONS.

ON RECEIPT OF YOUR ORDER, BE SURE TO CHECK THE COMPLIANCE OF THE PRODUCTS. IN CASE OF A MISSING OR DAMAGED PRODUCT, OR OF ANY PACKAGE NOT RECEIVED, CONTACT US AS SOON AS POSSIBLE.

- FOR ANY ORDER, THE RETURN OF YOUR PRODUCTS, WE ALLOW YOU A PERIOD OF 10 DAYS FROM THE RECEIPT OF YOUR ORDER TO RETURN US YOUR PRODUCTS. THANKS TO NOTIFY US OF YOUR RETURN ON THEVILLAGESNYC@OUTLOOK.COM
- FOR ALL ORDERS, RETURNS AT YOUR OWN EXPENSES
- OUR WAREHOUSE WILL ACCEPT YOUR RETURN IF THE POSTAL SERVICE STAMP PROVES THAT YOU HAVE MADE YOUR RETURN WITHIN 10 DAYS OF RECEIVING YOUR ORDER.

THE PRODUCTS YOU WANT TO RETURN MUST BE NEW, NOT WORN, NOT WASHED, NOT SOILED AND RETURNED IN THEIR ORIGINAL PACKAGING, OR FAILING THAT, IN A PACKAGING GUARANTEEING AN EQUIVALENT PROTECTION.

SEND YOUR RETURN WITH THE TRACKING AND SIGNATURE OPTION TO THE FOLLOWING ADDRESS:

THEVILLAGES
22 RUE LEONARD DE VINCI
91300 MASSY
FRANCE

IF OUR WAREHOUSE FINDS A DEFECTIVE RETURN, OUR CUSTOMER SERVICE WILL CONTACT YOU TO INFORM YOU THAT WE WILL SEND YOU BACK THE PRODUCT CONCERNED, AT YOUR OWN EXPENSE.

ONCE YOUR RETURN IS VERIFIED AND ACCEPTED BY OUR WAREHOUSE YOU WILL RECEIVE A REFUND CONFIRMATION EMAIL.

FOR ANY ORDER DELIVERED IN THE UNITED STATES AND EUROPEAN UNION, YOU WILL BE REFUNDED OF THE AMOUNT CORRESPONDING TO THE RETURNED PRODUCT(S) AS SOON AS POSSIBLE AND AT THE LATEST 14 DAYS FOLLOWING THE DATE OF RECEIPT OF YOUR RETURN TO OUR WAREHOUSES.

MOREOVER, THE COSTS RELATED TO THE SHIPPING OF YOUR RETURN WILL REMAIN YOUR CHARGE.

YOUR REFUND WILL BE MADE DIRECTLY TO THE ACCOUNT LINKED TO THE BANK CARD OR TO THE PAYPAL ACCOUNT USED FOR PAYMENT OF THE ORDER. YOU WILL RECEIVE A REFUND CONFIRMATION EMAIL AS SOON AS IT IS VALIDATED BY OUR SYSTEMS. FOR ANY OTHERS INFORMATIONS OR PROBLEMS ENCOUNTERED PLEASE CONTACT US AT THEVILLAGESNYC@OUTLOOK.COM

THESE EMAILS OCCASIONALLY GO INTO JUNK OR SPAM MAIL FOLDERS IN YOUR EMAIL ACCOUNT. ACCOUNT PROVIDERS ARE EFFECTIVELY BECOMING INCREASINGLY SENSITIVE ABOUT PROTECTING THE PRIVATE LIVES OF THEIR USERS AS THEY IDENTIFY EMAILS THAT HAVE NOT BEEN SENT BY A NAME IN YOUR CONTACTS LIST.

SO WE ADVISE YOU TO AUTHORISE THE WWW.THEVILLAGESNYC.COM DOMAIN IN YOUR ANTI-SPAM TOOL AND/OR YOUR EMAIL ACCOUNT. IF THE PROBLEM CONTINUES YOU CAN CONTACT THE CUSTOMER SERVICES BY EMAIL: THEVILLAGESNYC@OUTLOOK.COM

CUSTOMER ACCOUNT

CUSTOMER SERVICES

ORDER

CHECKOUT

SHIPPING

RETURN AND REFUND

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