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CUSTOMER CARE
Helping you !
CUSTOMER CARE
from Monday to Friday
from 10am to 12pm & 2pm to 5pm (price of a local call)
Welcome to Monshowroom customer care.
Ask us, the answer might be below...
Your questions :
Items
  • - What products do you sell on MonShowroom.com?
  • - How are the prices calculated?
  • - Does MonShowroom.com hold sales and run special offers?
  • - What if a product/size is no longer available?
  • - How do I know which size to choose?
My order
  • - How do I find an item?
  • - How do I place an order?
  • - How do I know if my order has been registered?
  • - How do I track my order?
  • - What are the expected delivery times?
  • - When can I use my credit note or my loyalty discount?
  • - What does "order status" mean?
Payment
  • - What means of payment can be used?
  • - Is my payment really secure?
  • - Do your prices include VAT?
  • - Can I place an order by telephone?
Delivery in france
  • - What are my delivery options?
  • - How do I track my parcel?
  • - What happens if I'm not at home at the moment of delivery?
  • - How do I proceed if I do not receive my order?
International delivery
  • - How does your international delivery service work?
  • - Which countries do you deliver to?
  • - What are the different delivery options?
  • - What shipping costs and delivery times can I expect?
  • - How do I track my delivery?
Returns
  • - How does your "Satisfied or your money-back" 14 day guarantee work?
  • - What are the returns conditions?
  • - Can I exchange an item?
  • - How do I return an item from a location outside metropolitan France?
  • - How do I return an item via the Kiala collect network?
  • - How do I return an item by standard recorded delivery?
  • - Do I have to pay return delivery charges?
  • - Can I return an item via the Kiala collect network?
  • - Why can't some items be returned?
  • - Is it really that important to follow the returns procedure?
  • - How do I return a Fedex package?
  • - Where, on the MonShowroom.com site, do I make a returns request?
Credit and refund
  • - What are the advantages of crediting my MonShowroom account?
  • - Why can't some items be refunded and only be credited to my account?
  • - How do you calculate my credit note?
  • - How is the refund calculated?
  • - Why hasn't my bank account been credited yet?
  • - Can I exchange an item?
Loyalty offers
  • - How do I benefit from my loyalty points?
Technical questions
  • - I do not receive your newsletters or emails; or, I do, but they do not display correctly. What can be done?
  • - How do I put items into my shopping bag?
  • - How do I check and update my personal data?
your answers :

What products do you sell on MonShowroom.com?


Monshowroom.com selects its products from in season collections from the most fashionable brands. We have close partnership agreements with all the brands and designers you see on MonShowroom.com that gives you access to their seasonal collections.

How are the prices calculated?


The base price is generally the same as the price you would find in high street shops. 
For your satisfaction, MonShowroom.com frequently offers low price opportunities to customers registered with our loyalty programme. You can automatically join our loyalty programme, and free of charge, from your very first order. You can win :
- gift-vouchers worth 15€ to 30€
- permanent reductions of up to 10% on all the site (even products on-sale)
- invitations to exclusive and exceptional VIP sales

Does MonShowroom.com hold sales and run special offers?


MonShowroom.com operates just like High Street shops and holds end of season sales according with current trading laws. We regularly have flash sales, destock, and run special offers on a very limited quantity of items.
MonShowroom tip: If you want to be the first to know about our promotional offers, make sure you subscribe to our newsletter.

What if a product / size is no longer available?


On the product pages, some items are indicated as being 'out of stock' or that your size is no longer available. If you would like to be informed if the item becomes available again, simply type in your email address by clicking on "Notify me when available " or on "Your size is not available?".
In the event of your stock becoming available again, an email will be sent to you immediately to notify you of the item's arrival at the warehouse.

How do I know which size to choose?


A "size guide" is available for each product to help you choose the right size.

How do I find an item?


On our home page you have the option to search by brand or category:

-To search by brand, simply select the brand with a click.

-To search by category (trousers, tops, dresses...) all you need to do is use the rolling menu at the bottom of the home page.

How do I place an order?


1. Browse the online MonShowroom catalogue
2. Select the items you wish to purchase by clicking on 'Add to bag'.
4. Create an account on MonShowroom or sign in.
5. Select your delivery preference: Colissimo (standard delivery), Chronopost (express delivery, France only), or Kiala (France & Benelux only). Please see Article 8 of our T&Cs.
6. Make your payment through the secure online payment interface provided by CIC, a leading French financial establishment, or via Paypal. (for all orders outside France, Paypal is the exclusive method of payment).

New!
Order in security by telephone with our Customer Care at +339 70 80 99 73*
* Monday to Friday from 9am to 12noon and 2pm to 5pm,Central European Time.
* price of a local call

How do I know if my order has been registered?


As soon as your order has been validated, a confirmation email will be sent to your 'My account' email address. The email stipulates the type; the quantity and the price of the ordered product(s); the chosen method of payment, and the delivery address.

How do I track my order?


1. You will receive a confirmation email a few seconds after the validation of your payment.
2. You will be alerted by email and via your MonShowroom account as soon as your parcel is being processed by our logistics partner.
3. As soon as your parcel has been dispatched you will receive an email entitled "Your order has been dispatched".
4. Within 24 hours of your order, you can follow the different stages of your delivery via your carrier's website (with your personal tracking number), or in the sectionMy account »/ « My orders ».

What are the expected delivery times?


 All items available for purchase on our site are in stock. Orders are dispatched within one working day of the order date.
Date of your orderShipping day of your package
Sunday to Thursday Next day
Friday and Saturday next Monday
Your package will be delivered
Colissimo Relais Kiala
to the given delivery address
2 to 5 days following Delivery order
Delivery time
2 to 5 days
You will receive email confirmation on dispatch. It should be noted that monshowroom.com cannot be held liable for late delivery, see our Terms & Conditions (Article 8. Delivery).

When can I use my credit note or my loyalty discount ?


Your account credit and loyalty discount will be automatically proposed as payment at the checkout stage.

What does "order status" mean ?


You can follow the real time progress of your order from the "My Account" area of MonShowroom.com.

Here are the different order status':

  • "Waiting preparation"
    Your order is awaiting preparation. In the event of a problem please do not hesitate to contact Customer Care by email or by telephone : +33 4 86 33 81 00.

  • "Waiting confirmation" or "Validation in process"
    In the aim of protecting our customers, we have established a customer account certification. In order to validate your account you are required to provide proof of identity and your home address. On waiting reception of the documents, your order will remain in the "Validation in process" stage. As soon as we have received your documents your order will pass immediately to the "In preparation" stage, and will be dispatched in one working day.

  • "In preparation"
    Your order is being prepared by our logistics partner.

    Please note : At the "In preparation" stage we are no longer able to cancel or modify your order.


  • Please note : there may be delays of 24hrs to 48hrs before your order status appears in the carrier's site.

What means of payment can be used?


MonShowroom offers different payment methods depending on your location:
- for countries outside France Paypal is the exclusive payment platform*. You can either pay by directly entering your credit card number or via an existing Paypal account.
- for France: credit card, VISA or MasterCard via the secure payment system of CIC, one of France's leading financial establishments.
We are sorry but we cannot accept payments by cheque.
*It is in the interest of fighting fraud that we have chosen Paypal as our exclusive partner for all orders outside France. (Remember, with Paypal, it is not necessary to have an account: payment can be made directly by credit card.)

Is my payment really secure?



For countries outside France we have chosen Paypal as our exclusive secure payment partner. Paypal is internationally reputed for its experience in secure online financial transactions. Payment couldn't be safer or easier, with all major bank cards accepted (Visa, Mastercard).

The PayPal payment platform is completely independent of the MonShowroom.com website and your banking details are never shared.

For payment from France: MonShowroom's chosen secure online payment partner is CIC, one of France's leading banking establishments. Their CYBERMUT payment platform is Frances leading interface.
During payment you will be automatically directed to CIC's CYBERMUT payment platform.
As soon as you have landed on the platform, you can safely transfer your banking details thanks to the powerful data masking system "Secure Socket Layer" (SSL technology). You banking details are never held by MonShowroom.



Do your prices include VAT ?


Prices are in euros (€). Prices include the current VAT rate. Prices also take into account any promotional reductions being applicable on the day of the order. Prices indicated are guaranteed while stocks last, excepting any change relating to taxes (especially V.A.T.), as well as any typographical error or omission. Prices mentioned do not include shipping costs. These costs will appear later during the validation of your order. Depending on your location, V.A.T. will be deducted from the total amount on your order summary. E-TREND (MonShowroom) reserves the right to change prices at any moment. However, items will be invoiced in function of the prices prevailing at the time of order. E-TREND (MonShowroom) remains sole owner of any product until payment has been made.

Can I place an order by telephone ?


You can safely place an order by telephone with our Customer Care team on 00 33 970 809 973 (Monday to Friday 10am - 12 noon / 2pm - 5pm / Price of a local call)
Contractual informations will be presented in French and will be stipulated again at the validation stage of your order.

What are my delivery options ?


For all orders outside France, you can find information concerning delivery to your country via the following link http://www.monshowroom.com/livraison.php

How do I track my parcel?



There are two ways to track your order:

  •  On MonShowroom.com by clicking on ici.
Via the carrier's website
  • Colissimo (The French Post Office) standard recorded delivery www.colissimo.fr. If your parcel is « en instance à la Poste » (at the Post Office), your parcel has arrived at the Post Office indicated on the delivery slip. To be able to collect your parcel, don't forget to take identification for effecient handling of your collect.

  • The Relais Kiala - follow this link: http://www.kiala.fr/fr/tnt.. To track your order you will need to provide your personal tracking number that you will find in your MonShowroom account (go to "My account" section)


  • Chronopost express delivery - follow this link: http://www.chronopost.fr/transport-express/livraison-colis/suivi. You will need your Colissimo number or your order number given in the email entitled "Your order has been dispatched"


  • Yodel - follow this link: %lien_suivi_yodel%www.yodel.co.uk/
    To track your order you will need to provide your Yodel order tracking number given in the email entitled "Your order has been dispatched"

  • FeDex - follow this link: %lien_suivi_yodel%www.fedex.com /%fin_lien and choose your country. To track your order you will need to provide your FeDex tracking number given in the email entitled "Your order has been dispatched".



What delivery costs and delivery times can I expect?


The delivery costs and delivery times depend the country of destination. Click here to check delivery costs and times for your country.

What do I do if I don't receive my parcel?



You've chosen Colissimo?
The average delivery times  range from 3 to 7 working days from your parcel's dispatch date from the warehouse.
If you have not received your standard delivery 7 days after your parcel's dispatch date, and you have not been left a delivery slip, check the order status by tracking your parcel on http://www.colissimo.fr/portail_colissimo/suivre.do?language=en_EN.
For any questions on your order please do not hesitate to contact our Customer Care team.

You have chosen Relais Kiala?
The average delivery times range from 3 to 7 working days from your parcel's dispatch date from the warehouse.
If your parcel is not ready for collect at your Relais Kalai pick-up point within 5 days of the dispatch date, check your parcel's order status on the following relevant site :
http://www.kiala.fr/fr/tnt (France), http://www.kiala.be/tnt (Belgique), http://www.kiala.lu/fr/tnt (Luxembourg), ou http://www.kiala.nl/nl/tnt (Pays-Bas)
For any questions on your order please do not hesitate to contact our Customer Care team.

You have chosen express delivery by Chronopost?
Chronopost announce delivery times of 1 working day from your parcel's dispatch date from the warehouse. If you have not received your parcel within this delay, and you have not been left a delivery slip, check the order status by tracking your parcel at http://www.chronopost.fr/transport-express/livraison-colis/homepage.
For any questions on your order please do not hesitate to contact our Customer Care team.

You have chosen Yodel (UK only)?
Yodel announce delivery times from 3 to 7 days from your parcel's dispatch date from the warehouse. If you have not received your parcel within 7 days, and you have not been left a delivery slip, check the order status by tracking your parcel at http://www.yodel.co.uk/.

You have chosen FedEx
FedEX announce a delivery time of 72hrs. If you have not received your parcel within 7 days, and you have not been left a delivery slip, check the order status by tracking your parcel at http://www.fedex.com and select your country.
For any questions on your order please do not hesitate to contact our Customer Care team.







How does your international delivery service work?


We use a wide network of carriers to deliver goods from MonShowroom.com to all over the world.
We have selected carriers that provide you with the most efficient, the most adapted and the most cost effective delivery service.

Standard and express delivery options are available for most of the countries that we deliver to.
All carriers provide an order tracking service. For further details concerning delivery to your country, you can follow this link : here

Which countries do you deliver to?


MonShowroom delivers in the following countries:

New! Shipping costs via Relais Kiala are now:
- 5€ for France
- 6€ for Belgium and Luxembourg
- 7€ for the Netherlands

What are my delivery options?


MonShowroom offers you different modes of delivery:
> Standard or express delivery : your order will be delivered by the carrier the most adapted to your country.
>Relais Kiala (delivery to one of 5600 collect points): the Relais Kiala is currently available in France and the Benelux countries (Belgium, Luxembourg and the Netherlands)


.

What shipping costs and delivery times can I expect?


Shipping costs can vary depending on the country we are delivering too. Expected delivery times are from the moment your parcel is dispatched. You can consult shipping costs to your country by clicking here.
All carriers provide a parcel tracking service on their respective websites.

How do I track my delivery?


No matter what your carrier is, you will be able to track your delivery within 24 hours after your package has been dispatched :

1. You receive a confirmation email just after your payment confirmation
2. Once your package is supported by our logistics provider, you are alerted by email and in your personal account.
3. An email titled «Shipping of your order» is sent to you once your package has left our partner's warehouse, within 24 hours after your payment is processed. A particular package tracking number is given in relation with your selected carrier.
4. You may within 24 hours, follow the steps of your order on the website of your carrier (with your personal tracking number) or in the section «%lien_compte_acc%My account» / «My orders».

How does your "Satisfied or your money-back" 14 day guarantee work?


To enable you to shop without stress, you have a 14 day cooling-off period from the moment you receive your parcel.
Within this 14 day period you can return your parcel, and, depending your preference, we will credit your MonShowroom account or refund the item (we cannot exchange items). Beyond this delay we can no longer accept a return.


What are the return conditions?


All items can be returned within 10 days from the parcel's delivery date.
To make a return, please make a return request (simply following the procedure).
You can return items via any carrier or a Kiala collect point*.

*Returning items via Kiala is not possible outside metropolitan France

Can I exchange en item?


Sorry, we cannot exchange items. However, unless otherwise mentioned, you can choose to have the item's value credited to your MonShowroom account, or be refunded directly providing we receive the item within 10 days of the delivery date. Please see Article 12. Guarantee, in our Terms and Conditions.

Which postal service do I use to return an item from a location outside metropolitan France?


As soon as you have received the email confirming receipt of your returns request, you can send your item via your national post office or any private carrier of your choice (excluding Kiala).

The item(s) must be returned with:
-The delivery slip
-The packaging and orginal product label.
Send to the address provided in the email confirming receipt of your return request.

Have you received a faulty product or mistaken order (where MonShowroom is responsible)?

In both cases, MonShowroom will naturally pay the return costs. However, you must send us the carrier's invoice.
>By email to certification@monshowroom.com
>By fax to 0033 (0)4 86 33 81 01
To help us to efficiently process you return, we ask to be precise when describing the product's fault.

How do I return an item via the Kiala collect network?*



*Returns via Kiala not possible outside metropolitan France

All items purchased from MonShowroom can be returned with 10 days.
1. Go to "My account" then "return request »
2. Click on either the ´CREDIT' or ´REFUND´ icon, depending on your preference.
3. You will shortly receive an email confirming that we have received your request.
4. Download and print-off the Relais Kiala returns label.
5. Return the item after you received the email "your return request". The item must be accompanied with the packaging and product label of origin
6. Take you your package to the Relais Kiala collection point of your choice.

Note: Please note: a return participation charge will be debited from your MonShowroom account (My account) or deducted from the refund value. Please take in consideration that items returned by the Relais Kaila network can be subject to return delays of up to 20 days. As soon as we have received the returned item, the returns handling delay is 1 working day.

You've received a faulty item or we've made a mistake with your order:

Customer delivery participation charges do not apply. To help us deal efficiently with your return, please describe briefly what you are unsatisfied with.

How do I return an item by standard recorded delivery


 

All items purchased on MonShowroom.com can returned within a delay of 10 days.
1. Go to "My account", then« Return request »
2. Click on either the "CREDIT´ or "REFUND" icon, depending on your preference.
3. You will shortly receive an email confirming that your request is being dealt with.
4. Return the item as soon as you have received the confirmation email mentioned above. The item must be returned with the original product packaging
4.  and label




Send to :
E-TREND chez Morin Logistic
38 / 40 rue des Chapelles
ZAC Chesnes Ouest
38078 St QUENTIN FALLAVIER
FRANCE


Have you received a faulty product or a mistaken order (where MonShowroom is at fault)?

Tip*: to avoid paying return delivery charges, your can return your item via a Relais Kiala collect point. You will naturally not be required to contribute to return costs.

*Metropolitan France only

In order to help us to deal more efficiently with your return, please briefly and accurately describe the product's fault on a slip of paper.

Do I have to pay return delivery charges?

If you chose :
- Kiala: a mandatory customer participation charge will apply (deducted from your credit note or refund). Please consult the country tariffs below:

France: 5€
Belgium & Luxembourg: 6€
The Netherlands: 7€

If you are returning a faulty product or we have made a mistake concerning your order

You will not be required to contribute to shipping costs. Make sure you send us your chosen carrier's invoice.
> By email at certification@monshowroom.com
> By fax: 0033 (0)4 86 33 81 01

To enable us to deal efficiently with your return, please describe briefly your reason for returning the item.

Can I return an item via the Relais Kalais collect network?*



*Returning items via Kiala is not possible outside metropolitan France

If you live in metropolitan France you can use any Relais Kiala collect point in order to return your item. You can return your items using traditional recorded delivery or a Relais Kiala collect point (see %return processr). regardless of the carrier that you chose for the original delivery. Please note : to complete your return, you must provide the return slip delivered with the original parcel. Without this document, the merchant will not accept your return.

The following mandatory delivery participation charges will be deducted from your credit or refund.
- 5€ for France

To enable us to deal efficiently with your returns, it is important to follow %return request%return processr. Important: Please note: to complete your return, you must provide the return label delivered with the original parcel. Without this document, the merchant will not accept your return.


Why can't some items be returned?



The follow items cannot be returned and will not be accepted:

- Items returned more than 14 days after the delivery date.

- Items returned without their original packaging (shoe box, plastic bag,...).

- Items returned washed and/or worn.

- Items returned in damaged boxes will be refused.


Please do not hesitate to contact our customer service for further information.

Is it really that important to following the returns procedure?


Yes! We ask you to follow the returns procedure in order to guarantee the handling of all customers returns requests within 1 working day. Moreover, our IT system must record your returns request before transferring the information to our warehouse.
If you haven't followed the return request, our Customer Care team will credit your MonShowroom account by default.

How do I return a Fedex package?*



Whether you received your parcel via standard recorded delivery or Fedex, we recommend that you return your items by standard recorded delivery.

Please follow the returns procedure %span_78%listed here.

Where, on the MonShowroom.com site, do I make a returns request?



You can make a returns request via the "My Account" section found on the top right hand side of the MonShowroom.com site, then, click on "Returns request". Once here, all you need to do is follow the returns procedure.

What are the advantages of crediting my MonShowroom account?


 Credit is :
- valid for one year
- you can use your credit for all your orders including sale items and promotional offers.
- you can accumulate your credit with other advantages: sponsorship, loyalty offers, gift-vouchers...
- you keep the difference if your credit value is more than the order total.

For example: you have a credit value of 50€ and the total sum of your order is 40€.
You keep the 10€ difference in your MonShowroom account to use for your next order.


Why can't some items be refunded and only be credited to my account?


In compliance with our General Terms and Conditions, items purchased on sale or through a special offer (flash sales, private sale, VIP, clearance sales) can only be refunded by written request sent to our headquaters within 14 days of your item's receipt date. Please send to the following address: E-TREND, 16 avenue Lavoisier, 13470, Carnoux-en-Provence, FRANCE

How do you calculate my credit note?


Scenario 1: The credited amount equals the total sum of your order.
Your credit will correspond to the exact paid amount (including shipping costs).
MonShowroom Tip: contrary to a refund, you do not lose any promotional vouchers that you have used (not including competition wins) when opting for a credit.

Scenario 2: You return only one item of a batch order
Credit is not applicable in this case. You will be refunded the full amount of the returned items. Please note that shipping costs will not be refunded.
Important: you will not be able to reuse a promotional voucher used for the order (unless the return is the result of an initial mistake that we made). In its place, you will offered a "Free delivery voucher"

How are is the refunded amount calculated?


Scenario 1: you want to return the entire order (one or multiple items):
You will be refunded the total amount paid.

Case 2: you want to return part of your order:
You will be refunded the total sum of the returned items. Please note that Shipping costs will not be refunded.
Important: you will not be able to reuse a promotional voucher used for the order (unless the return is the result of an initial mistake that we made). In its place, you will be offered a "Free delivery voucher"

Why hasn't my bank account been credited yet?


Several reasons may explain why your bank account has not been credited yet:
- We have not yet received the returned items. Don't forget that you can track your order by using the tracking services provided by your chosen carrier - all you need is your personal tracking number.
- We have just received the returned items and are recording the return.
In general, we send a payment order to the bank within 2 working days.
- If you have received an email from MonShowroom entitled "Your refund", your bank is handling the payment order. A delay of about 2 working days should be expected before the amount appears your bank account.
service client. Caution: important: some banks display the refund in the "debit" column.

Can I exchange an item?


Sorry, we cannot exchange items. However, unless otherwise mentioned, you can choose to have the item's value credited to your MonShowroom account, or be refunded directly providing we receive the item within 10 days of the delivery date. Please see Article 12. Guarantee, in our Terms and Conditions

How do I benefit from my loyalty points?


All you need to do is to create a customer account at MonShowroom.com. Each subsequent purchase at MonShowroom earns you loyalty points. You earn loyalty points on the entire catalogue, although loyalty points are not earned for the marked down items of a VIP Sale, Sale, or Flash Sale. The number of loyalty points you've earned are indicated on the product information page.

I'm not receiving my MonShowroom newsletters or emails; or, I do, but the quality isn't very good. What do I do ?


If you are not receiving our emails make sure that they are not being treated as SPAM, or are being directed into your Junk mail by your antispam software, or your Internet provider.
To ensure a quality email service you can simply add 'magazine@fashionews.com' and 'service.client@monshowroom.com' to your e-address book.
If you have been unsubscribed from the newsletter, you can re-confirm your subscription by going to 'My account', then 'My contact details', tick 'I would like to receive the MonShowroom newsletter' then click on 'Confirm'
Some email messenger services block 'HTML' content or just the images. To visualise images simply click on 'Show images', or, the 'Show newsletter here' link at the top of the email in order to see the content on your web browser.


How do I add items to my shopping bag ?


We recommend that you use Microsoft Internet Explorer or Mozilla Firefox. It is also important that you accept cookies (for further information on Cookies, see article 15.2 of our Terms & Conditions):
For Internet Explorer users :
1. Click on the "Tools" menu, Internet Options,
2. Then click on the "Security" tab.
3. Choose a security level "Medium-High" or "Medium"
4. Then click on the "Privacy" tab, choose the desired level : "Medium" or "Low."

For 'Firefox' users :
1. Click on the 'Tools' menu
2. Click on 'Options',
3. Click on 'Privacy'
3. Make sure that the box "Tell web sites I do not want to be tracked" is not ticked
- If you use a Firewall or an Antivirus, try and deactivate it temporarily.
- We recommend that you use latest versions of the web browsers (these can be downloaded from the respective editor sites)

How to manage my personal information ?


MonShowroom is registered with the CNIL. (ie. The French Data Protection Authority)
We need your personal information to be able to process your order and provide efficient customer care. In compliance with the French Consumer Rights Act (Loi Informatique et Liberté) introduced on the 6th January 1978, and amended on the 6th August 2004, you have the right of access, opposition and rectification concerning your personal data. To excerise this right, simply send us an email through our Customer Care section, or by clicking here.
To change your personal information, go to "My Account", and then click on "My details".
If you've forgotten your password on the login page, click on the link "forgotten your password?". Enter the email associated with your account and click on "Submit". You will receive an automatic email enabling you to enter a new password.
Would you prefer a reply from customer care?
Don't forget: it is very likely that the answer to your question can be found in "YOUR QUESTIONS"


You can contact customer care via "My Account"
ask your question
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Return items within 14 days
 
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