f.a.q

Order & shipping

Monday-Friday, 9 am to 5 pm – WET.

Do I have to create an account to order on ODETTE CONCEPT ?

It is not obligatory to create an account for the site and the online store. We use the personal account system to guarantee better tracking of your orders and possible returns.

Was my order taken into account ?

Upon acceptance of your payment, you are redirected to a payment confirmation page. You will then receive a confirmation email which summarizes the details of your order. If you have not received this email, please check your email spam folder. If necessary, we invite you to contact our service indicating the date and amount of the order.

Is it possible to cancel my order ?

After receiving the confirmation email for your order you can no longer cancel it. However, you will be able to return the items within 14 days of receipt, for a refund.

I still haven’t received my order, is this normal ?

Check that your order has been taken into account by logging into your ODETTE CONCEPT account. You will find the status of your order in your order history. By clicking on the tracking number of your order you will be redirected to the website of the service provider you have chosen in order to track your package. If after 10 working days you have not received anything, contact our customer service with your tracking number.

What are the delivery times ?

We know how important it is to receive an order as quickly as possible. Thus, ODETTE CONCEPT selects carriers adapted to our needs and makes every effort to respect the announced delivery conditions as much as possible.

After confirmation of the order, we will send the items ordered to the address you have declared in eco-responsible packaging. Typical delivery time with economy shipping is 2-5 business days, for Switzerland. Depend on the provider.

For orders from abroad, delivery time can be longer.

What are the shipping fees ?

Delivery costs will be indicated before confirming the order, when selecting the products and the delivery address.

Additional costs (administrative and/or customs) may be applied by the carrier in the event of delivery outside the area.

Payment & returns

How to make a payment ?

We accept payments via credit card, Visa and Mastercard.

After confirming my order, when will I be charged ?

Once your order has been validated and after authorization from your bank, your account will be debited.

Is the payment secured ?

Payment is 100% secure. Transactions carried out on www.odetteconcept.com are secured by the payment system of our banking partner. All information exchanged to process the payment is encrypted using the SSL protocol. This data cannot be detected, intercepted or used by third parties. They are also not stored on our computer systems. When you are asked to enter your credit card number, you can check from your browser that you are in a secure area. These areas are identifiable by the address which then begins with https as well as by a closed padlock or a key at the bottom of your browser. For your security, the Stripe system verifies that the connection with your browser is secure before sending your financial data. Stripe is a service provider and does not handle disputes related to orders. These must be settled directly with ODETTE CONCEPT or with your bank. In addition, we have 3D secure which helps prevent fraud by verifying the identity of the owner of the bank card.

For your information, this is the only online store that offers the Odette Concept collections.

I paid by credit card, I still haven’t received a confirmation email ?

If payment by credit card worked and you have not received an order confirmation email within 5 minutes of placing your order, check that the email is not in your email spam file. Bank verification sometimes takes a little longer (security procedures) which means that the order is not immediately authorized and must be validated manually.

Are my bank details kept ?

No banking information is stored on our site. Your banking data is directly entered on our partner’s secure server. The banking information you provide, encrypted on your own computer, will never circulate unencrypted on the Internet.

How to make a return ?

Log in to your account, click on “contact us” and send us an email with “my product returns” as the subject, specifying your order number and the reason for your return, you will then be sent an email from from our customer service with a return procedure form. If you are returning a defective item, please include a photo of the item concerned.

What are the return conditions ?

You have 14 days to change your mind and return the item to us in its INITIAL condition. Refunds will be made to the original payment method, upon receipt of the package. Please also note that shipping costs for orders, as well as duties and taxes for international orders are non-refundable. All transactions made via the site are subject to the ODETTE CONCEPT return policy in effect at the time of purchase.

Have you received the items I returned to you ?

As soon as the package is processed, you will receive an email acknowledging receipt of the package from us. In the meantime, you can track your package with the tracking number given to you during purchase.

Will you reimburse me for shipping costs if I return an item ?

Shipping costs are the responsibility of our customers. However, we will reimburse shipping costs if the product has a defect. Under these conditions, please contact our customer service.