Questions answers

Where is my order ? - Response if the order is not late.

Good morning,

First of all, I sincerely thank you for your order and for the trust you have in us.

Your order is on its way, don't worry, it will arrive at your home soon.

We have set up a platform so that you can follow all the delivery stages of your order, so you will not lose any events.

Your tracking: - Tracking link -

If in doubt, do not hesitate to go to our FAQ to find out the usual delivery times.

I am of course at your disposal for any questions.

Thanking you for your patience, best regards.

Signature

Where is my order ? - Response if order is late

Good morning,

First of all, I sincerely thank you for your order and for the trust you have in us.

I inquired personally about your order, because indeed, its delivery was delayed. However, don't worry, your package is on its way and is not experiencing any anomalies.

However, sometimes delivery may be delayed for various reasons, such as congestion at border crossings.

We have set up a platform so that you can follow all the stages of delivery of your order, so you will not miss any event.

Your tracking: - Tracking link -

Our team does everything possible so that you can receive your order as quickly as possible.

I am of course at your disposal for any questions.

Thanking you for your patience, best regards.

Signature.

The customer asks for the delivery date

Good morning,

I thank you for your message.

The delivery date of your order is estimated between - Insert date -

Take into account that this is an estimate, the date may be slightly modified depending on possible events.

Hoping to have answered your request, I remain at your disposal for any questions.

Best regards,

Signature.

The customer requests a refund

Good morning,

How are you ?

I have taken note of your request and completely understand that you wish to benefit from a refund of your order.

To do this, I ask you to return your order to us.

Once we have received your shipment, we will issue a refund to the account used for your purchase.

Attached you will find the return slip. Please read all the information so that we can process your refund without any problem.

I am of course at your disposal for any questions.

Best regards,

Signature.

For this template : Create a return slip with a return address, and provide it to the customer.

The customer has not received all the items in their order

Good morning,

How are you ?

Thank you for your order and the trust you place in us.

There is no abnormality, it is completely normal. Your items have been sent separately.

You should receive the other part of your order as soon as possible.

Do not hesitate to consult our FAQ if in doubt.

Hoping to have answered your request,

Best regards,

Signature.

The customer received a defective product

Good morning,

How are you ?

We are sincerely sorry for this incident, it is indeed not normal and completely exceptional.

In order to communicate this problem with our supplier, can you send me several photos of the defective product?

Thanking you in advance, I am at your disposal for any questions.

Best regards

The customer did not receive the confirmation email

Hello,

​

I sincerely thank you for your message.

​

I have just sent you a new confirmation email.

Remember to check your spam, it could be there.

Hoping to have answered your request,

​

Best regards

The order is still not shipped after 48 hours...

Good morning,

How are you ?

We sincerely thank you for your message.

Some of our suppliers are currently experiencing a delay in shipments, but we have prioritized your order and your case will be processed as quickly as possible.

You will receive an email in the coming days with delivery information.

We apologize for this delay and remain at your disposal for any questions.

Best regards