How can we help you? 

Browse through the questions we receive most often.

Products

Depending on the colors’s nuances and your screen resolution, product colors may vary.

All of Audrey Alexandre’s designs are made from semi-aniline Alpine calf leather from France, Germany, Austria, or Switzerland, as well has high-quality jacquards made in France and premium cotton fabric with bright and bold designs by a renowned French company.

AUDREY ALEXANDRE designs are meticulously created in our French workshops, which have also created work for the biggest brands in luxury leather goods for more than 70 years.

Leather is a Natural Product. It grows more beautiful as time passes. Just make sure to follow the simple rules outlined under “Recommendations and Maintenance”.

Is your AUDREY ALEXANDRE product defective or accidentally damaged? Send it to our customer service department for repair. Please send the customer service department an e-mail before doing so: contact@audreyalexandre.com

  • If our workshops notice any production defects, your item will be repaired for free.
  • If your item has been damaged from wear or impact, repairs are a paid service. You will be sent a quote after we receive your product.

If the product is too worn or damanged to be repaired, it will be returned to you as is.

Account

No, you are not required to create an account to place an order.

Use the “forgot password” link on the account log-in page. You will receive a password recovery e-mail.

You can edit your information in your profile section.

Creating a customer account allows you to enjoy a number of advantages and services (order history and tracking, managing returns…). You’ll also receive priority updates about new items.

Payment.

We offer 3 different payment methods for your orders:

  1. Credit Card: Carte Bleue, Visa, Eurocard/MasterCard, American Express.
  2. PayPal
  3. Bank transfer

The payment will be completed immediately after you place your order.

3D Secure is a secure online payment method required by banks, which make its use mandatory. Since its implementation in October 2008, this system is used to verify cardholders’ identities to prevent fraud, for example through the use of stolen bank cards. You will enter your bank information, which will then be transmitted to your bank. Your bank will then ask you to confirm your identity using a code, which you will receive via SMS (at the number your bank has on file for you).

PayPal is an online payment service that allows you to pay for purchases, receive payments, or send and receive money.

The site also offers you the option of completing your purchase by direct deposit via a bank transfer. When placing your order, follow the site’s instructions after choosing the option to pay via bank transfer. To complete the transaction, you will need to enter your order confirmation number as a payment reference number. Your order will not be shipped until the company’s bank account has received the money.

Order

You will receive a confirmation e-mail once your payment has been completed. If you do not receive a confirmation e-mail, send us an e-mail at contact@audreyalexandre.com

If you place your order before noon on a business day, you will receive your package the next working day by 1PM at the latest, at a package pick-up point or at your home, depending on the delivery option you chose.

You cannot modify an item once your order has been paid. Once your package is transferred to Chronopost for delivery, you will receive and e-mail and/or SMS with your order tracking number. You can use Chronopost’s Predict system to change your delivery date, and/or ask for your order to be delivered at a package pick-up point. (Chronopost has 17,500 pick-up points)

To cancel an order, please send an e-mail as soon as possible, before noon on the day you placed your order, to contact@audreyalexandre.com if your package has already been transferred to Chronopost, you will not be able to cancel your order. Once you have received your item, please follow the steps for returning your order within the legal time limit of 14 calendar days.

Shipping

We use Chronopost to ship your orders, with signature confirmation, in metropolitan France and abroad.

Deliveries are made from Monday to Friday, from 8AM to 1PM. The site offers different delivery options:

  • to a “Chronopost Relais” package pick-up point (Chronopost has 17,500 pick-up points)
  • to your home before 1PM (“Chrono 13h”)

You can track your order at any time on the Chronopost website by entering your tracking number, which you will receive by e-mail and/or SMS as soon as your order is shipped out. (www.chronopost.fr)

Once your package is transferred to Chronopost for delivery, you will receive and e-mail and/or SMS with your order tracking number. You can use Chronopost’s Predict system to change your delivery date, and/or ask for your order to be delivered at a package pick-up point. (Chronopost has 17,500 pick-up points).

Your order will be in process for 1 (one) working day if you placed your order before noon.

Chronopost makes deliveries from Monda to Friday, from 8AM to 1PM. Shipping times, based on working days, are:

  • within France, the next day before 1PM;
  • international orders:
    • Europe: 1 day;
    • Overseas France: in 2 days;
    • Worldwide: 3 days;

Once you receive your order, you must check that the order is in good condition and alert the shipper of any issues. Without confirmation of this initial verification, we cannot accept any potential claims.

Returns

To return a product, log in to your customer account and follow the steps in the site’s return policy. The product(s) must be returned in the original packaging, new, unused, and in full, along with a note indicating the order number and your full contact details. All returns must be shipped back via registered mail with confirmation of receipt, without which there will be no recourse for any products lost during the return shipment. Any products that are damaged, or whose original packaging has deteriorated, cannot be refunded or exchanged. Our customer service department reserves the right to determine in good faith whether all of these conditions are met. If you have not created a customer account, you must contact the customer service department by e-mail at contact@audreyalexandre.com. They will advise you on how to return your items.

As soon we receive your returned item(s), the products will be subject to quality control. We cannot issue any refunds for used items or items that have deteriorated. You will be refunded for the total price of the items returned within fourteen days from the date on which you informed the customer service department of your return, unless the refund must be delayed until we receive your items.

If a product is defective or your request a return because of an error on our end, we will waive the shipping fees. Otherwise, you will be responsible for the shipping fees.