Frequently Asked Questions
FAQ — Frequently Asked Questions
What are the delivery times?
Delivery times vary depending on the selected shipping method and delivery address.
In general, estimated delivery times are:
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Standard Shipping: 5 to 9 business days.
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Express Shipping: 3 to 5 business days.
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International Shipping: 7 to 15 business days.
These delivery times may vary depending on the carrier, holidays, high-demand periods, or events beyond our control.
How can I track my order?
After your order has been shipped, you may receive a tracking number by email.
You can use this number to track the shipment of your package.
If you have not received your tracking number, please contact us at:
Can I modify or cancel my order?
If your order has not yet been processed or shipped, we will do our best to modify or cancel it.
Please contact us as soon as possible at:
If the order has already been shipped, it may no longer be possible to modify or cancel it. In that case, you may follow our return procedure after receiving the package.
What payment methods do you accept?
Available payment methods are displayed during the checkout process.
Transactions are processed by secure payment providers. ALENCOURT does not store complete bank card information on its servers.
Can I return a product?
Yes. You have a period of 14 calendar days after receiving your order to request a return, in accordance with the right of withdrawal applicable to distance purchases.
The product must be returned in perfect condition, unused, unwashed, and with its tags, accessories, and original packaging when applicable.
Who pays for the return shipping costs?
Return shipping costs are generally the responsibility of the customer.
However, if the received product is defective, damaged, or incorrect, ALENCOURT may cover the return shipping costs after validation of the request by our customer service team.
What should I do if my product is defective or incorrect?
Please contact us as soon as possible at:
Include your order number, a description of the issue, and photographs of the received product, packaging, and shipping label.
Our team will review your request and propose an appropriate solution.
When will I receive my refund?
After receiving and inspecting the returned product, we will inform you whether the refund has been approved or rejected.
If the refund is approved, it will be issued using the same payment method used for the purchase, within a maximum of 14 days after validation of the return.
Additional banking processing time may be required before the amount appears in your account.
Are the products available in different sizes?
When multiple sizes are available, they are displayed directly on the product page.
We recommend reviewing the sizing information before placing your order.
How can I contact customer service?
You can contact us at any time by email: