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common questions


What is the purpose my account ?

Create an Account "Pain de Sucre" is a quick and easy way to place your orders on our website, follow their progress, sign-up to our newsletter and enjoy many other features.

How do I create my account ?

To register you only have to complete the required fields in the registration form, which can be accessed by clicking in the upper right corner of the site : « my Pain de Sucre ».

I forgot my password : what do I do ?

A link   Have you forgotten your password" ? is available under the following identification fields. A temporary password will be sent to the email address associated with your account.

How do I change my contact details ?

To change your personal information , log on to your account. Once identified, you will have access to your personal information that you can modify as many times as you need to.

I cannot identify myself even though my account is created ?

Check at first the shift key on your keyboard and / or if your numeric keypad is enabled. If the problem persists, Contact our Customer service so that they can correct the problem quickly.

How are my personal information saved? ?

According to the Data Protection Act n° 78-17 of January 6, 1978, your personal data gathered during the creation of your account, your orders or when subscribing to the newsletter, are kept confidential. The gathering of personal data is necessary to allow efficient processing of your orders and to personalize the commercial offers to your attention. you have the right to access, edit and delete the personal data concerning yourself. It is enough to write to the Customer Service of our company (the contact information being provided in article 11 of our General Sale Terms) indicating your full name, address and if it is the case, your customer reference number.

How do I know if my items are available ?

If the button « I buy » is visible and clickable after you have selected the size and color, then the item is available. If the item is out of stock on the online store, you can register to be alerted when it becomes available. If the item is not available on the online store, the "Exclusivities boutiques" button becomes available. You can then view the closest stores and contact them to know the availability of the item.

Can I return my item? ?

Items can be returned under certain conditions :

The product has not been used

All documents must be present

The withdrawal period has not been exceeded (30 days after receiving the package)

I can not find the desired reference on the site ?

If you do not find a specific model, type a brief description or product name in the search bar at the top right of the page (if you know the type of product). If you have already done this, that you have not found anything or you do not have knowledge of the product, please contact customer service by specifying the desired reference. It will tell you if a replenishment of the reference is provided or if the product is available in store.

Items are they availables in shops ?

You can call the shop you are interested in indicating the reference of the desired product, so it can tell you the availability.

How do I change my subscription newsletter ?

You can change your subscription to the newsletter in two ways :

The first is accessed directly from the page of a newsletter you received. You will find at the bottom of the page, a link to unsubscribe automatically.

The second way is to go directly to the site of Pain de Sucre, login to your account and click the left of the page on the tab « Newsletter » to modify different information.

Is there any risk with a payment by credit card?

The payment for the order is made through the secure payment solution CM-CIC payment, which provides, under certain conditions, a refund in the event of problems or errors.

What are the accepted payment methods on the site?

On the site, the payment takes place immediately at the end of the order and can only be done with a credit card like: Carte Bleue, Visa or Mastercard.

What is the withdrawal period?

You have a period of 15 days to exercise your right of withdrawal without any reasons or paying a penalty.

I want to return an item, what is the procedure?

You have 30 days from the receipt of the order, or if applicable, from the sent date of of the e-mail informing you of the availability of your order in a store or participating stores, for returning an item which would not suit you, and this whatever the delivery method selected.

Returns shall be made within their original condition and complete (packaging, accessories, manuals ...) in order to allow for their re-marketing in mint condition and shall be accompanied by a copy of the invoice for optimal management .

Return charges are they in my care?

In case you chose to exercise the right of withdrawal within the aforementioned period, only the price of the returned product(s) will be refunded, but the expenses of return remaining at your own charge by you, except error on our part.

The costs of preparation and delivery as well as, where appropriate, the costs of gift option, will remain the responsibility of the customer if the return is only applicable to a part of the order.

How quickly will I be reimbursed

You will be refunded as soon as possible and no later than 15 days after the date on which entitlement was exercised.

Do you have another question?
Contact us !
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