WELCOME TO OUR FAQ !
How Can I pay for my order ?
You can pay your order by Stripe. Stripe is the payment processor that we uses to process all payments. Stripe is one of the world’s best, most secure, and most innovative online payment processors. Stripe accepts Visa, MasterCard, American Express, JCB, Discover and Diners Club Debit and Credit cards.
Is my payment secured ?
Yes – don’t worry, we’ve got you! Our site includes an SSL certificate that uses industry standard 128 bit encryption technology. This is the same level of encryption used by large banks to keep your information secure.
When will you ship my order ?
All Nouveau Paris orders are shipped up to 15 business days via Fedex First-Class Mail. Please contact us for current shipping times if you need a rush delivery. Once mailed, we cannot guarantee shipping times for international shipments, which may take upwards of one month to arrive.
Claire Dartigues is not responsible for products damaged or lost in the mail. International duties, taxes, and customs fees are the sole responsibility of the buyer. Arrangements for insurance, signature confirmation, or expedited shipping may be made for an additional fee. Please email us with the details of your request at firstname.lastname@example.org
How can I change or cancel my order ?
We process our orders quickly and unfortunately cannot typically make changes after an order has been placed. If you notice the mistake straight away, though, please send us an email at email@example.com to see if a modification can be made.
When will I be billed for my purchase ?
Our site charges at the point of sale, so your credit card will be charged as soon as you order.
How much is shipping ?
Addresses shipping cost depends on the size of your bag. Exact shipping cost is calculated at checkout.
How long will it take my package to arrive ?
For domestic orders please allow up to 14 days for arrival.
Orders shipping to US territories outside of the contiguous USA and internationally will take a little longer to arrive, so please allow up to 21 business days of transit time.
All orders are shipped from New York, NY.
What shipping method do you use ?
Domestic orders are shipped by FedEx. International orders by USPS.
How Can I track my order ?
Once your bag is ready for shipment, we will notify you via email with a tracking number and a link to track your order. Please note that it takes up to 48 hours for the first scan to appear.
What if my order has been returned to sender ?
Orders that have been returned to sender will be treated as regular returns and refunded upon receipt, minus the cost of shipping. If you would like to still receive your item, please place another order through our site and make sure the address is correct 🙂
REFUNDS AND EXCHANGES
It is important to us that you are completely happy with your purchase. If you feel the product you have received is not what you were expecting, we are happy to issue an exchange (shipping costs to be paid by the buyer). In the case where Claire Dartigues has made a shipping error, we will gladly cover the cost of postage for an exchange or return of the item(s).
How should I care for my Nouveau Paris product ?
Just like you and me, your bag needs to be treated well in order to stay beautiful for a long time.
To save the shape and preserve its colors, wash it by hand or on the delicate program in the washing machine. Do not use any dryer.
To save shape and colours of your bag we recommend to use dry cleaning.
My Nouveau Paris product has some variations, is this normal ?
All Claire Dartigues, Nouveau Paris products are hand stitches and some pieces may have variations in the material. This is characteristic of the artisanal fabrication and should not be considered an imperfection, but rather a unique indicator that your bag is of the highest quality.
How to clean a tiny spot ?
If you have a tiny spot – just wipe it whith a wet cloth and a drop of color fabric detergent. Then – wipe the detergent with warm water. Let dry completely.
Please test any products you are applying to the bag in an inconspicuous spot first to make sure you are okay with the final result.