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Frequently Asked Questions (FAQ)
Got questions? We’ve got answers!
On this page you’ll find everything you need to make shopping at Air d'Orient as smooth and enjoyable as possible 😊
Happy reading and happy shopping!
Orders
How do I use a discount code on your site?
It’s very simple: enter your code in the field at the bottom of your basket before completing your purchase.
Which payment methods do you accept?
We accept several payment methods to make buying easier:
- Bank card (credit or debit), through the secure Stripe platform
- Apple Pay and Google Pay
- PayPal (single payment)
- Klarna: pay in 3 interest-free instalments, where Klarna offers it in your country
Is my payment secure when I buy on your site?
Absolutely.
We use the HTTPS protocol 🔒 to protect your personal and payment data.
We also work with payment providers known for their reliability and security, such as Stripe, PayPal and, where available, Klarna.
Can I change or cancel my order?
If your order has not been shipped yet, contact our customer service team quickly to change or cancel it.
If your order is already on its way, it can no longer be cancelled or changed.
However, you can still cancel your purchase within 14 days of receiving the parcel.
How do I get an invoice for my order?
When your order is shipped, you’ll receive an email confirming dispatch.
You’ll also find the corresponding invoice attached.
If you lose your invoice, don’t worry!
Just contact our customer service team and we’ll send you a copy as quickly as possible.
What should I do if I want to return an item?
You have 14 days from receiving your order to cancel your purchase, without having to give a reason.
Simply fill in the form on our “Returns and Refunds” page to start the process. Within 48 hours we will email you the return address and, where possible, a prepaid label (the return is then free); otherwise, return costs are your responsibility.
We refund you using the same payment method you used, within 14 days of your request at the latest; we may wait until we have received the product, or proof that it has been sent, before refunding you.
Can I buy a gift card on your site?
We no longer sell gift cards.
If you already have one, use it directly on our site by entering the code in your basket.
The amount is deducted automatically and, if needed, you can pay the rest with another payment method.
The card is valid for at least the period required by the law of your country, and in any case for at least 1 year from its date of issue.
For the full conditions, see Article 11 of our terms and conditions.
Delivery
Which countries do you deliver to?
From our English-language shop, we deliver to the United States.
Delivery is free, and the total is always shown in your basket before you confirm your order.
Live in another country? Get in touch and we’ll see how we can help.
How long will delivery take?
To the United States, delivery usually takes 3 to 7 days.
In any case, it will never take more than 30 days from order confirmation. If you order a personalised product, the production time is already included in the time shown on its product page.
How can I track my parcel?
Once your order has been shipped, you’ll receive an email with your tracking number.
You can then follow your order in real time on our parcel tracking page.
That way, you know exactly where your order is at all times.
How much does delivery cost?
Good news! Delivery is free to the United States.
The exact total is always shown in your basket before you confirm your order.
Outside the European Union (for example in the United Kingdom, the United States, Canada, Australia or South Africa), customs duties, taxes or clearance fees may be charged on receipt by the customs authority or the carrier of the destination country; they are not included in the price, unless otherwise stated when you order, and are payable by the recipient. In Ireland and Malta, for an order worth more than €150, VAT, any duties and carrier fees may be requested on delivery (see Article 4 of our terms and conditions).
Which carrier delivers my order?
To the United States, your order is delivered by USPS.
You’ll receive your tracking number by email as soon as your order has been shipped.
We take care with every shipment so that your delivery is fast and secure.
I've received my order and it's incomplete. Is that normal?
Don’t worry if you’ve ordered several different products and they don’t all arrive at the same time.
To speed up delivery, we sometimes ship products separately.
That way, each item in your order reaches you as quickly as possible.
So if part of your order arrives before the rest, the rest is on its way and will arrive soon! If something still hasn’t arrived once the delivery time has passed, write to us.
General
Is Air d'Orient a reliable shop?
Yes, Air d'Orient is a trustworthy shop that has been established for several years.
You can read what our customers think of us.
To get an idea, take a look at our customer reviews page.
Their feedback is our best calling card! 😊
Where is your business based?
Our business is based in France 🇫🇷
It is run by a passionate, dedicated team.
We make a point of offering fast, high-quality after-sales service.
Our team carefully selects every product to meet your needs and expectations.
Our aim is to offer you a wide range of quality products and to support you at every step of your purchase.
How can I contact customer service?
You can easily reach us through our contact page or directly via the chat at the bottom right of your screen.
If you have any other questions, feel free to contact our customer service team.
We’re here to help!