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FAQ

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HOW TO BUY & PLACE AN ORDER

 

  • DO I NEED AN ACCOUNT TO MAKE AN ORDER?

Enjoying outlet prices all year round via the retail website is one of the advantages of Privilege Members. You have to create an account and become a member to place an order. Creating your account will allow you, among other things, to benefit from exclusive offers online and at the centre, and to receive personal invitations to Privilege events. Finally, your Privilege Membership status will allow you to receive gifts throughout the year. Your data is kept safe and will never be sold to third parties.

 

  • BY PURCHASING ONLINE, WILL I BENEFIT FROM IN-STORE OFFERS?

At the centre, special offers are deducted from the outlet prices. If, for a technical reason, the special offer is not mentioned online, know that you will always pay the best price. Our teams take care of checking the availability of stocks in store and current prices. If the product is more expensive in store, you have made an (even better) deal. If the product is cheaper in store, we will use the store price. Prices are set by our partner brands.

 

  • WHAT IS CLICK & COLLECT? HOW DOES IT WORK?

Benefit from our outlet prices all year on the internet and retrieve your products in store, this is now possible for Privilege Members. In an outlet, stocks are low. To ensure you never miss a good deal, do not hesitate to take advantage of this free service. By placing an order in our e-shop, you will receive a first order confirmation email. Our team of runners will check the availability of the stock in store and the price of your products, to ensure you benefit from the best current offer (between the online price and the price at The Village Outlet store). It may be the case that the product is no longer in stock at the time the runner goes to the store, if this is the case, you will be informed by e-mail and the price of the product will not be charged to your bank account. In the most likely case where all your products are available, you will receive a confirmation email telling you that you can pick them up at a time convenient to you.

 

  • AVAILABILITY OF STOCK

When you put the products in your basket, these are available at The Village Outlet Centre. However, for technical reasons or due to heavy traffic at our outlet, it may be that the product is no longer available in store when your order is confirmed. Wait for the order confirmation (2nd e-mail), which will be sent to you within the hour, before coming to pick up your products in store.

 

  • WHEN WILL MY BANK ACCOUNT BE DEBITED?

If you pay by debit card or PayPal, The Village Outlet will take the payment when the order is placed on the site. If you pay by credit card, the total amount is debited when your order is validated by our teams (you will then receive a 2nd e-mail and your invoice) and is ready to be collected. However, your bank or card issuer may block the amount of the order. If this is the case, you will not receive a confirmation e-mail and you will have to re-order.

 

  • WHICH CURRENCIES CAN I USE?

At the moment the only available currency is the euro.

 

WHAT METHODS OF PAYMENT ARE ACCEPTED?

  • Visa
  • MasterCard
  • American Express
  • Visa Electron
  • Paypal

Please note that we do not accept cash payments when collecting packages.

 

  • CAN I TAKE ADVANTAGE OF A TAX REFUND?

If you are eligible for a tax refund, you can claim it directly in the reception area of The Village.

 

  • HOW CAN I USE PROMO CODES?

If you have a promo code, it can be applied directly during the purchasing process when validating your basket. If you’re having problems, don’t hesitate to contact our personal shoppers online via chat or write to customer service at the following address:contact@thevillageoutlet.com

 

  • HOW DO I PICK UP MY ORDER?

For now, you can buy online some of the products that are available in store and pick them up at The Village Outlet during store opening hours (Monday to Saturday from 10 a.m. to 8 p.m.). Your products are kept at The Village Outlet until you pick them up. To do this, we will ask you to bring your e-mail confirmation and an identification document. This service, called the click & collect service, allows you to avoid queuing at the checkout and lets you shop for bargains from home 24/7. To save time, you can make free use of your online personal shoppers, who will be happy to offer custom selections at outlet prices.

 

  • HOW CAN I GET MY PRODUCTS DELIVERED?

For the moment, only VIP and VVIP members have access to the delivery service.

 

  • HOW CAN I MAKE AN EXCHANGE?

To make an exchange, don’t hesitate to go directly to the store with your receipt. If you have any questions, don’t hesitate to call Coralie on +33 6 99 59 63 69.

 

  • HOW DO I GET A REFUND?

You have 30 days from the date of receipt of your validation e-mail to request a refund. To do this, go to the House Of Style: our team will take care of receiving your products and refunding them. For any requests, don’t hesitate to call Coralie on +33 6 99 59 63 69.

 

  • HOW CAN I TAKE ADVANTAGE OF BETTER OFFERS ONLINE?

By using our Personal Shopper service, you will save time and benefit from the best current offers. This personalised shopping and support service is 100% free online. Stylists are at your disposal to advise you directly via the chat. Do you have a question about a product? Do you want to save time by receiving our best offers in a way that’s 100% personalised? Do you just want to be listened to? Our team is at your disposal to satisfy all your shopping desires, even the most zany! Speak to your personal shoppers online via chat, they will answer you within the hour (if your request takes place during centre opening hours) or the next morning.

 

  • IS THE PERSONAL SHOPPER SERVICE FREE?

Our online personal shopper service is a free service available to all Privilege Members. If you are looking for a personalised shopping escort at the centre, the service will come at a charge. For more information, please visit the Personal Shopper page and reserve the services of our image consultants!

 

  • CAN I PLACE AN ORDER BY PHONE?

Our customer service team will be happy to help you make an order over the phone. For your convenience, however, we recommend using our personal shopper service, as they have a very detailed understanding of current offers.

 

LOYALTY PROGRAMME

 

  • HOW DOES THE LOYALTY PROGRAMME WORK?

You can become a member of The Village Outlet and enjoy many benefits by creating your loyalty card online or at The Village Outlet. Creating your loyalty card will allow you, among other things, to access our e-shop and to buy online some of the products available in stores. By creating your membership card, you automatically become a Privilege Member.

 

  • HOW CAN I ACCUMULATE LOYALTY POINTS?

€1 spent online or in store = 1 loyalty point added to your loyalty card. You will become a VIP Member after 2,500 points and a VVIP Member starting from 6,000 points.

 

  • HOW DO I FIND OUT HOW MANY LOYALTY POINTS I HAVE?

You can view online the number of loyalty points you have accumulated in “My Account”.

 

  • WHAT SHOULD I DO IF MY ONLINE POINTS HAVE NOT BEEN CREDITED?

For technical reasons, the points accumulated online will appear in your account at the end of the current day. If an error is found, don’t hesitate to contact the customer service team at the following address: contact@thevillageoutlet.com.

 

  • I’VE FORGOTTEN MY PASSWORD: WHAT SHOULD I DO?

Just click on the “Forgot your password?” link on the login page and enter your e-mail address. You will receive an e-mail to reset your password.

 

  • HOW CAN I RECEIVE NEWSLETTERS?

Stay up-to-date with the latest news, trends and exclusive promotions by entering your e-mail address below “Newsletter” at the top of our homepage. You can change your e-mail preferences easily in the “My Account” tab.

 

  • ARE MY PERSONAL DETAILS SAFE?

We keep your personal, private and confidential data and share it only with your permission, or if legally permitted. For more details, please refer to our Privacy Policy.

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