Categorie Order

Yes, a tracking link is sent by e-mail as soon as your parcel is dispatched. You can also find this link in your Customer Account.

Payment validated in preparationThe status of my Order is "Waiting for approval of the print order":

This status indicates that we have received your Order for a personalised product and that we have sent you a preview of the printed and/or engraved product that you must complete and sign for final approval.

The status of my Order is "File BAT validated":

This status indicates that we have received confirmation of the proof initially sent and validated by you. The proof file includes the visual of your order as you will receive it. The printed and/or engraved product can no longer be modified or the order cancelled.

The status of my Order is "Inconsistency - Contact us":

This status indicates that we have received your Order but that there are inconsistencies in the information you have entered that prevent us from dispatching the package. We will contact you to correct the missing information.

The status of my Order is "Payment error":

This status indicates that a payment error has been encountered, blocking your current Order. You will be automatically informed by email of the problem as soon as possible.

The status of my Order is "Relaunch Bank Transfer":

This status indicates that we have received your Order with a choice of payment by Bank Transfer, however, we have still not received your payment. The Order is automatically cancelled within 7 days.

The status of my order is "Payment validated in preparation":

Your order has been paid for and processed, and your parcel is being prepared for dispatch as soon as possible.

The status of my Order is "Product replacement agreement":

This status indicates that a product in your order is out of stock, and after contact by email or telephone, we have found a substitute product in agreement with you. This product replaces a product in your order of equal value.

The status of my order is "Waiting for collection from shop":

You have chosen to collect your order from our shop and it is ready to be collected from our Obernai shop.

The status of my Order is "Waiting for carrier":

Your order has been prepared and we are awaiting collection of the parcel by the carrier on the next working day.

The status of my Order is "Dispatched":

Your order has been entrusted to the carrier and is in the process of being dispatched. We invite you to check the status of your parcel, which is available in the delivery email and in your Customer Account.

The status of my Order is "Partly dispatched":

This status indicates that your order has been split and that part of it has been dispatched. This can happen when a single product is being restocked and we are waiting for additional stock to finalise the order.

The status of my order is "Pre-order":

This status indicates that your order is in pre-order, the product is not in stock and we are awaiting its imminent arrival, according to the information indicated on the product sheet. This generally concerns new products from one year to the next.

The status of my Order is "Restocking in progress":

This status indicates that the current stock is insufficient for the quantity of product ordered. The restocking of a product delays the dispatch of the Order by a few working days.

The status of my Order is "Restock within 5 to 8 days":

This status indicates that the current stock is insufficient for the quantity of product ordered. The restocking of a product can vary from 5 to 8 days if the product is out of stock with the supplier.

The status of my Order is "Restock within 10 to 15 days":

This status indicates that the current stock is insufficient for the quantity of product ordered. The restocking of a product can vary from 10 to 15 days if the product comes from France or Europe.

The status of my Order is "Out of stock":

This status indicates that one or more products in your Order are permanently out of stock and that we will no longer be able to dispatch it to you. We will then contact you to find a replacement or refund for the Order.

The status of my Order is "Cancelled":

Your order has been cancelled for a variety of reasons, the most common of which is your wish.

The status of my Order is "Partial refund":

This status indicates that we have partially refunded your Order to the original payment method.

The status of my Order is "Refunded":

This status indicates that an Order has been returned and that the amount paid has been refunded to the original payment method.

The status of my Order is "Return Parcel not collected":

This status indicates that the order initially dispatched has been returned to us because it was not collected in time from the relay point or post office. We will contact you to make new arrangements.

The status of my Order is "Received back":

This status indicates that we have received the parcel you requested and sent back. We will replace or refund the Order as indicated.

The status of my order is "Return dispatched":

This status indicates that the return of your Order has been replaced and reshipped.

The status of my Order is "Annual Holiday":

This status indicates that the shop is open but that we are on annual leave. Your order will be prepared and dispatched when we return. This information is generally visible in several places in the shop.

Once your payment has been validated and accepted, you will receive a confirmation email summarising your Order within a few minutes. 

If you have not received this email, please contact us using the contact form as soon as possible.

No, there is no minimum order amount on our Alsace Boutique.

If you encounter a problem with your Order, you can contact us directly from the Contact page, but don't hesitate to consult our FAQ - you might just find the solution to your problem!

If we have omitted an item from your Order, please contact our Customer Service department as soon as possible so that we can send you the missing product. 

Remember to include your Order number in the e-mail to make the process easier.

We take the utmost care with our products to ensure that you receive them in the best possible condition. 

If you notice that the parcel is damaged, damaged, torn or that it has been opened, tell the relaying merchant that you refuse the parcel. It will be returned to us.

If you have collected your parcel from a Mondial Relay Locker, keep the parcel, take photos and contact us quickly via our Customer Service department.

The parcel will be returned to us and we will be able to send you a new parcel or refund your money. 

Please note: Complaints made after delivery and receipt of the parcel cannot be taken into account.

If you encounter a problem, please take photos and send them to our Customer Service department as soon as possible.

If there is an error in your Order, contact us via our Customer Service as soon as possible, telling us your Order number, what you ordered and what you received instead. 

We will then work together to find a solution.