Frequently Asked Questions
1 - Was my order taken into account?
To find out if your order has been taken into account, there are two ways: you can look in the My account > My orders space to see if your order exists. You can also check your emails since a purchase confirmation email is sent to you after ordering.
2 - I cannot validate my payment during the validation of the order.
There are different possible explanations for the non-validation of your order, including your bank limit, the non-receipt of the 3D Secure code by SMS or e-mail. We recommend that you contact your bank to find out the precise reason for the cancellation of your order. If the problem is not due to your bank, contact us at 02.38.24.05.05.
3 - How soon will I receive my order?
We prepare orders within 24 to 48 working hours. All orders placed during the weekend (from Friday 5:00 p.m.) are processed the following Monday. You will receive a notification by email as soon as your order is ready to be picked up at the Orléans Métropole Tourist Office and/or delivered to your delivery address.
4- Can I modify my order after confirmation?
Once your order has been placed and if there is an error or need for modification, please contact our customer service in the Contact section.
5 - Where should I pick up my "Click & Collect" order?
As soon as you receive the email indicating that your order is ready, you can pick it up directly by "Click & Collect" at the Orléans Métropole Tourist Office (23 place du Martroi, 45 000 Orléans) Monday to Saturday from 10:00 a.m. to 6:00 p.m. .
6 - I have chosen home delivery, how long do I have to wait?
After your order has been processed by our teams (within 48 hours maximum after your purchase confirmation), your order will reach you as soon as possible, within 5 working days.
7 - I would like to contact you, how do I do this?
You can also contact our team by e-mail via email@example.com at any time of the day or by filling out the online form in the Contact section. Our teams are mobilized to respond to you as quickly as possible. In case of emergency, from Monday to Friday from 10:00 a.m. to 6:00 p.m., customer service is available by telephone on 02 38 24 05 05.
8 - I want to be reimbursed? How to exchange an item?
For any request specific to your order, we advise you to contact someone from our team directly by e-mail via firstname.lastname@example.org at any time of the day or by filling out the online form in the Contact section. Our teams are mobilized to respond to you as soon as possible.
9- I have a specific request that accompanies my order (gift wrapping...)?
After entering the payment information, a new page opens on the payment advice. You can enter any additional request in the "comment" box. This will be dealt with as best as possible by our team.