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FAQs

Do I need to set up an account to place an order?
Yes, Cémarose invites all customers to set up an account free of charge before placing your order.

 

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How do I make a purchase?

Making a purchase is easy. Simply click on the desired item, choose a size, and click “add to shopping bag”. When the prompter pops up, your item has been placed in your basket. Either continue your shopping, or click on “submit my order” to check out.

When checking out, please note that you will be asked to sign into your Cémarose account. Simply enter your email and password if you are an existing customer, or create a new account, free of charge. Your items will not be lost when creating a new account.

Please note that in order to benefit from free shipping or to pay with a credit note (subject to circumstances) you are required to tick the relevant box on the payment screen.

Can I change or amend my order once it has been placed?

Unfortunately we are unable to amend an order that has already been confirmed.

For example we are unable to add/remove items that have already been processed. Also where applicable we are unable to add credit notes or free shipping if this has not been activated by you, on the payment screen when ordering.

If you made an error in your shipping address, please contact our customer service: Some carriers agree to make a change, under certain conditions and in the delivery status of your package.

Please note you have 28 days from the receipt of your items in which to change your mind. Please refer to Returns & Exchanges section.

How do I exchange an item?

Cémarose is unable to directly exchange an item at the time of processing your return. If you wish to exchange an item please can we ask that you request a credit note in the first instance and once processed place a new order on our site for the item you require (subject to availability). Please also see Returns & Exchanges.

How do I return an item?

Please see Returns & Exchanges.

Will I be refunded the full value of my order?

Please see Returns & Exchanges.

Is my personal information kept private?

We guarantee that the information that you provide us will remain confidential. The treatment of your personal information is subject to the French Data Protection Act no 78-18, of 6th January 1978.

The management of your email addresses and automated processing of your details has been declared to the CNIL (French data protection authority) under the number 1115381.

Will Cémarose have seasonal sales?

Cémarose does participate in seasonal kidswear sales. Make sure you are subscribed to our newsletter by clicking here in order to stay up-to-date with the latest discounts and many more news.

Do I have to pay duty and import charges?
Please see Tax and Duties under Delivery Times and Costs. How do I know if an item is in stock?

An item is in stock if you are able to place that particular item in your shopping bag. If the selected size is greyed out, the item is no longer in stock in that particular size, and you will be unable to place the item in your shopping bag.

What if an item is out of stock?

Cémarose does not re-stock seasonal collections. We invite you to browse similar styles for an appropriate replacement article.

What payment methods does Cémarose accept?

Please see Secure payment section.

Is it safe to use my credit card online at Cémarose?

Shop in all confidence at Cémarose.com thanks to a maximal guarantee of online safety. Cémarose.com is fully engaged in offering clients a safe shopping experience. Your credit card data is transmitted to our server in an encrypted SSL code (Secure Socket Layer) via Stripe. Cémarose.com cannot see credit card information, and Stripe does not store these numbers on its server. No single person has access to this information, whether digitally, printed or otherwise.

How will I know if you have received my order?

When you have successfully placed your order you will receive a confirmation email. You will also receive an email with your purchase tracking number for you to follow your parcel progress.

How long does delivery take, and how much will it cost?

Delivery time depends on the final shipping destination. To learn more about your country’s delivery time, please see Delivery Times & Costs section. You will find in this section all options and charges for your destination.

I paid with a credit card, and my card was declined. What happened?

If your Credit Card has been declined, it could be for a number of reasons:

You mistyped your number.
You have mistyped the expiration date or the security code (CVV).
The name and address does not match the address your bank has on file for you.
Your bank has refused the payment for security reasons.
There are not enough funds in your account to cover the payment.
Please contact your credit card provider or bank for more detailed information as to why your payment was refused. We invite you to contact us after in the event that the bank is unable to provide you with a sufficient answer.