FAQ’s

Most frequently asked questions

Orders

When we have received your order and payment, we will pack it with the utmost care, including something delicious. You will receive an order confirmation by email. When your package leaves our warehouse and is handed over to our courier, you will receive an email with a track and trace code with which you can follow your new items during the shipping process.

Your order will be delivered by Post NL or DHL to the address you entered during checkout.

After placing your order, you will receive a confirmation email (usually within 15 minutes).

Please check your spam/junk email to make sure you haven’t received your order confirmation. It may have ended up in this inbox. If not, please contact us via our customer service: webshop@lechaletkids.com and we will get back to you as soon as possible!

For orders to the Netherlands, Belgium, Germany and France, delivery is free for orders over €75,- All other countries in the EU free shipping above €150,-.

We deliver throughout Europe. Would you also like to order items outside the EU? That is possible! On request we can also deliver outside of Europe, send an email to webshop@lechaletkids.com with your desired items and delivery address. We will then inform you about the delivery costs and payment instructions.

For both the Netherlands and Belgium, orders placed before 20:00 will be delivered tomorrow.

For Germany, orders placed before 20:00 are delivered within 2 days. All other countries in Europe 3-5 days delivery time.

In busier periods, your package can sometimes be delayed by, for example, the carriers. In this case, we use a delivery time of 1 to 5 days for each product.

Unexpected weather conditions can also sometimes cause difficulties for the couriers, as a result of which they are unable to deliver your package within 1 day.

It is not possible to change the complete or a part of the order (size or color of a product, add or cancel a product) after it has been confirmed.

After you have placed your order, we will quickly start packing and sending your package. Have you already received a shipping confirmation? Then it is unfortunately no longer possible to cancel your order. As soon as you have received your order you can register it as a return.

We only process orders placed via the Le Châlet webshop. Only if you want to place an order outside the EU, you can send an email to webshop@lechaletkids.com with your desired items and delivery address. We will then inform you about the delivery costs and payment instructions.

You can contact our customer service by sending an email to info@lechaletkids.com. Send us your order number and, if possible, a photo of the complaint, and we will deal with your complaint and try to resolve it to everyone’s satisfaction. We will answer your email within 48 hours of receipt. If more time is needed, we will let you know.

You as buyer are obliged to inspect the delivered products or have them examined at the time of delivery or delivery, but in any event within 14 days of receipt of the delivered products, but only to unpack to the extent that is necessary to assess whether it will retain the product. The product must at all times be provided with the attached labels and the packaging material. In doing so, the buyer must investigate whether the quality and quantity of the delivered products correspond to the agreement and whether the products meet the requirements that apply to them in normal (trade) traffic.

Payments

Unfortunately it is not possible to apply the discount code after you have placed your order. But of course you can use your discount code with your next order!

As soon as the payment has been completed, you will receive an order confirmation from us by email.

No, you do not have to purchase items for a minimum amount in the Le Châlet webshop.

Return costs are €6 for Belgium and the Netherlands, for all other countries you can see the return costs in the return portal. Shipping via our return portal is always cheaper than via a physical postal point. Choose the desired courier yourself and print your label via our system!

During checkout you can use your discount code by placing the code in the discount code box. The discount is automatically deducted from your order. If you have any problems processing the discount code, please contact us via our customer service: webshop@lechaletkids.com.

Shipping & Returns

Yes, of course! In the ordering process, enter the address where you want to receive your order.

If you have made a mistake in your delivery address, that can happen. Send us an email on the very same day until 19:00 via webshop@lechaletkids.com quoting “wrong delivery address” in the subject bar and our warehouse will let you know as soon as possible whether we can still make the change.

You can easily find the link to our return portal via our return page. From there you can select which items you want to return and print your return label for shipment. There is no need for a return form in your package.

Refunds will be processed as soon as possible, normally refunded within 3-5 days of receipt and quality checks. However, the refund can take up to 14 days after receipt.

When a product has been returned to us, we will arrange the refund using the same payment method used for the order.

Returns are only accepted within the return period of 14 days.

 

The product must at all times be provided with the attached labels and the packaging material

 

Returns must meet the following requirements:

– The product has not been worn and/or washed

-There are no food stains, makeup stains, body odors, perfume and/or cigarette scents on the product

-No attempt has been made to repair a defect

-The original label(s) are still attached to the product

-The shipping risk of the return is for the buyer

-Insufficient or unstamped returns will not be accepted by us

-Product and/or delivery errors must be reported to us with description within 14 days after delivery via webshop@lechaletkids.com

-If our return conditions are not met, we reserve the right to return the shipment and charge you the shipping costs.

We apologize for any inconvenience. In the unlikely event that you have received a product that you did not order or in the wrong size, please go to our return portal and follow the instructions. Of course we take care of the return costs.

We only accept products purchased in the Le Châlet webshop. Any incorrectly returned product will be returned to the sender.

The warehouse of the Le Châlet webshop is located in Belgium.

When you have received an edible present you can keep it! In all other cases, you may keep the gift if you do not return the product to which the gift is attached.

Unfortunately, it is not possible to exchange. We can give you a voucher with a discount code on your next purchase.

No, unfortunately that is not possible, every order must be returned individually.

You can report your defective item via our return portal. We will ask you to attach photos to do a review. We will answer you within 48 hours of notification. If more time is needed, we will let you know.

Please contact our customer service if your package has not been delivered after a maximum of 5 working days. Le Châlet Fashion will start an investigation into the authenticity of your report and check where the package is and when it will be delivered.

General

The Le Châlet webshop is the official Le Châlet shop on the internet. The shop offers the same products as the products that are available in the stores and also products that are exclusive in our webshop.

Each screen has its own output quality. So there may be a slight color difference. Nevertheless, we work with a screen that has a professional output quality to show you photos that are closest to reality.

You can find “stores” in the footer of this website. We work daily to expand this file so that you can see and purchase our collection close to where you live.

You can contact our customer service by sending an email to info@lechaletkids.com. Send us your order number and, if possible, a photo of the complaint, and we will deal with your complaint and try to resolve it to everyone’s satisfaction. We will answer your email within 48 hours of receipt. If more time is needed, we will let you know.

The warranty and warranty period is based on our general terms and conditions. The warranty period starts from the date of delivery.

Each complaint will be thoroughly checked, but the following defects are not considered complaints/defects:

  • Normal wear and tear of an item,
  • Wear due to not following the (washing) instructions and
  • Damage due to other influences, such as chemicals, sharp objects, etc.

We also do not reimburse complaints about late deliveries or returns.

Wear and tear is part of our products, while they are intended for normal daily use. However, with the best care you can enjoy your item for longer. We advise you to follow the (washing) instructions on our product(s) (labels).

Suggestions are always welcome! Send an email to info@lechaletkids.com and we will look at the possibilities.

You can sign up for our newsletter in two ways. Enter your details in the footer of the webshop. Or log in and click on your account, then you will see your account overview. Here you can indicate whether you want to receive the newsletter. With the same e-mail address you can only register once for our newsletter.

Sorry to hear you want to unsubscribe. Unsubscribing from our newsletter is simple. This can be done via the link in the newsletter (at the very bottom). Important: We recommend that you do not mark the Le Châlet newsletter as spam in your e-mail system. If you do this, you may stop receiving other emails from us, such as order confirmations.

If you want to delete your account, you can inform our customer service. Send your email to webshop@lechaletkids.com in which you provide us account details.

Unfortunately, it is not possible to exchange. We can give you a voucher with a discount code on your next purchase.

No, unfortunately that is not possible, every order must be returned individually.

You can report your defective item via our return portal. We will ask you to attach photos to do a review. We will answer you within 48 hours of notification. If more time is needed, we will let you know.

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