FAQ SHOP
MY ORDER
Has my order been processed?
Once your order is registered, a confirmation email will be sent to you. Be careful, this one sometimes slips into your junk mail, remember to check!
The status of my order?
-You can check the status of your order, and track your package 👉 RDV in the "My Account" section.
Here are the states your order will go through:
– Purchased: you have successfully completed the purchase of your order.
– Order in progress: we have received your purchase information.
– In preparation: your order is being prepared in the warehouse.
– Sent: the order has left our facilities.
– Removed by the courier: your order is on its way, you will receive it soon.
– Delivered to the customer: you have already received your order.
Has my order already been prepared?
Your orders are prepared between 24 and 48 hours, excluding weekends and holidays. If, however, you notice a small delay, do not hesitate to write to us at sav@delta-festival.com. We will get back to you as soon as possible 🙂
What payment methods are offered? 💳
See with the bank / SET LOGO FOR ACCESSIBLE PAYMENTS
Restrictions
We try to deliver everywhere. If your shipping address has a shipping restriction, you will see it at the time of purchase.
Secure purchase
Information security is one of our top priorities at Delta. We use the latest technology to protect your payment data and ensure that it is processed in a secure environment.
Our e-commerce platform has several certificates of good practice both in information management and security and in compliance with the Data Security standards practiced in the payment card industry.
The strictest guidelines and standards are followed to ensure a private and highly secure shopping experience.
Sizes
To help you choose your size, we put at your disposal our size guide.
I HAVE A PROBLEM WITH MY ORDER
Did you receive your package?
Remember to check that the contents correspond to your order. Check the sizes, the colors, the number of items received and also that they do not have any defects. If you notice any error, do not hesitate to contact us as soon as possible so that we can offer you a solution 🙂
I received a defective item, what should I do?
A defect has escaped our attention, this is obviously not normal. We pay a lot of attention to the quality of our parts, and we are sorry that the content of your order does not bring you complete satisfaction. We invite you to fill out our return form so that we can process your request as soon as possible.
I have received my order, but one item is missing
We are sorry! If an item is missing from your order and we haven't notified you, you can contact us by email (sav@delta-festival.com) with the order number and the name and size of the missing item. We will launch an investigation to find out what could have happened!
I did not receive the right item
Our teams take special care of our customers' orders and make sure that the items ordered match the items sent. If, despite everything, an error has occurred, we are sincerely sorry. We invite you to contact us by email (sav@delta-festival.com) so that we can find a solution together!
DELIVERY
Are the shipping costs free?
The delivery is offered if your order exceeds 60€ of purchase.
What are the delivery times and methods?
Your orders are prepared between 24 and 48 hours, excluding weekends and holidays. In addition to this, there are the delays of the selected carrier, which are unfortunately not our responsibility. Here are the usual delivery times for information purposes:
👉 Colissimo and Lettre suivie (France only): Delivery within 3 to 5 working days in France (excluding Sundays and public holidays)
👉Mondial Relay (France only): Delivery within 4 to 7 working days (in France, excluding Sundays and public holidays)
When will my order be shipped?
Your orders are prepared between 24 and 48 working hours, excluding weekends and public holidays. Once your order is prepared, it will be given to the carrier and shipped within the delivery time proposed by the latter.
Has my order been shipped yet?
Once your order has been shipped, you will receive an email containing the tracking number of your order, which will allow you to follow its journey to your home. Another possibility! You can also track the progress of your order directly from our website, via the "My Account" section and then click on "My Order."
I want to change my delivery address!
Yes you can. At least, as long as it has not yet been prepared by our logistician, and you'll see, he is fast as lightning! To avoid this, remember to check your delivery information before placing your order. Write to us at sav@delta-festival.fr and tell us your order number and the changes you want to make, we will do our best to make sure your request is taken into account!
What do I do if my package is indicated as delivered, but I haven't received it?
No need to panic! First of all, we invite you to check if the carrier has not left a notice of passage, informing you of a new delivery attempt or of a delivery in a post office/ collection point nearby. Also, it can happen that the deliverymen give your parcel directly to your guardian or to a neighbor, so do not hesitate to ask if they could have recovered your order. If, despite everything, you do not find your packages, write to us at the following address: sav@delta-festival.com. We will come back to you as soon as possible.
My delivery is late, what can I do?
This is not normal of course! Even if the carriers generally respect the delivery times indicated, a small hazard can sometimes happen! This situation is unfortunately not our responsibility. If you notice a delay on your delivery, you can write to us at sav@delta-festival.com, we will come back to you.
My package is indicated as "return to sender".
Don't panic! Your package is on its way to our warehouse, once the package is received we will proceed to the refund of your order.
REIMBURSEMENT
Once we have processed the return of your items, we will proceed with the refund.
How long do I have to send my package back if I want to make a return?
You have 14 days from the reception of your order to register and send back your return (postmarked). After this period, we will unfortunately not be able to accept your return.
How do I make a return?
Register your return online right 👉 here. Then stick the return label that will be provided to you on the package (making sure to remove the original label). Don't forget to also slip inside your package the return slip with the barcode that will be sent to you.
Can I change my return?
After thinking about it, you want to keep a piece that you have already registered in your return request? No worries, as long as your return has not been validated by our teams! Send us an email at sav@delta-festival.com to let us know. On the contrary, if you wish to add an item to your return request afterwards, it is not possible to modify the return directly online. We invite you to fill in our return form again.
What are the conditions of return?
Good question! As you know, returns must be sent back within 14 days from the date of receipt of your order (postmarked). Of course, the products must be returned clean, folded and packaged. They must not have been worn, damaged, soiled or washed. Be careful if a part returns to us stained or defective, you will be refunded with a possible deduction according to the anomaly noted. The return shipping costs are at your expense, except in the case where the return is related to an error of our teams!
What is the status of my return request?
You can follow the delivery of your return package thanks to the tracking number noted on the carrier label that was given to you
Exchange policy
We can exchange your item while supplies last. Here are the steps to follow:
- make a return request
- Re-order on our website
RETURN
Your item doesn't fit? You can easily make a return right here
What are the repayment terms?
Upon receipt of your return package by our logistician, you will be reimbursed within 10 working days.
Do you reimburse shipping costs?
The return shipping costs are at your expense, except in the case where the return is related to an error of our teams!
Return packaging
If you do not keep the original packaging, you may return your order in another package, provided that it is well sealed to avoid loss of items.
CONTACT US
Ouch! You didn't find the answer to your question? Send an email to sav@delta-festival.com, we will be happy to help you! The Team answers you from Monday to Friday (except holidays) from 9am to 5pm. See you at the Delta Festival Dream Edition 🧚♀️