Frequently Asked Questions
Customer accounts
How do I create my account?
To create your Alexandre.J online store account, enter your e-mail address, which will be your login with the other required fields.
How do I make changes on my account?
Changing your password or your billing information couldn't be easier. Click on “Your account” and type your login and password. Once you're connected you'll be able to view and change your personal details.
I've forgotten my password, how do I connect to my account?
When you click on the forgotten password link, provide the e-mail address which was used to create your account. You will receive your password by e-mail shortly after. If you have any problems with this, please don't hesitate to contact us.
How do I subscribe to the newsletter?
Subscribe to Alexandre.J newsletter by registering your e-mail address on the homepage in the newsletter section. You will be informed of our exclusive offers and news.
How do I unsubscribe from the newsletter?
You can unsubscribe from the newsletter by simply clicking on the unsubscribe link at the bottom of the newsletters you received. You can also do it from your account, in the subscription section. If you have any problems with this, please don't hesitate to contact us.
How do you use my personal information?
The information that you send us to process your order is only used in the context of our business relationship. This information cannot be shared with third parties or sold. In accordance with La Loi Informatique et Liberté (French information technology and civil freedom act) of 6 January 1978, you have the right to access and amend your personal information. Your banking information (payment cards) is only used in the context of your payment via our secure payment partner Stripe. We don't keep any of your bank details.
Orders
How do I make an order on Alexandre.J online boutique?
To make an order on Alexandre.J online boutique, just search our site by looking at the available products in the different categories. Select the items that you want to buy by clicking on 'Add to basket'. Once there are products in your basket, you can check the content by clicking on the basket, and then continue by clicking on the 'Order' button.
How long will it take for my order to be processed?
All of your orders will be dispatched within 72 hours. We will keep you updated by e-mail when your package is being prepared and dispatched.
How can I find out the status of my order?
We will send you a confirmation e-mail a few minutes after your order has been confirmed. This e-mail will contain an order summary, together with a link which you can click on to access your account and to track the status of your order. Your order will show as 'Being prepared' and finally 'Dispatched'.
You will also receive a further e-mail to let you know when your package has been passed to the transporter, which will include a parcel tracking number enabling you to track the progress of your package.
Can I request a gift wrap for my order?
We offer you the possibility of receiving your order in a craft gift box. You can specify it on the basket page.
Can I make a return?
Due to the nature of product, it is not possible to make any return and reimbursement.
Why are there cheaper products on the internet?
We cannot guarantee the authenticity of the products sold on stores different from our authorized retailers.
Can I have a discount if I buy several products?
Unfortunately, we do not apply any promo code.
How can I get the promo code if I buy several samples?
If you have filled in the minimum amount condition to get the code, you will get a promo code in your parcel available on your next full size purchase.
How much cost a perfume?
You will know the price by going to the eshop page.
Payment
Which payment methods do you accept?
You can use the following payment cards on Alexandre.J online boutique: Carte Bleue, Visa, Mastercard, American Express and your Paypal account. The payments are completely secured by Stripe.
How is the payment secured?
Alexandre.J online boutique uses the Stripe solution, which is recognized by some of the main financial operators. The solution has been developed so that you can make payments in a user-friendly environment with optimal security and privacy.
A payment protocol has been implemented for your security: '3D Secure' provides a more secure authentication of the payment card holder for payments made on our site, and protects the internet user against the fraudulent use of his/her card. This authentication is based on a model comprising 3 participants (hence the name 3D Secure), which are:
- The retailer
- The bank
- The payment card system.
When you make your payment, you will be asked to follow an identification process in order to confirm the payment request. The information requested during the identification process varies depending on which bank issued the card: PIN number, date of birth, etc. In case of a problem with the 3D Secure payment, please contact the organization that issued your payment card.
What should I do if my promotional code doesn't work?
Please double-check the expiry date of your promotional code. Also make sure that it is in the correct case and enter your code without spaces. Try clearing the cache on your computer. If your code works you will see a message indicating that your voucher has been registered. Codes are not cumulative, so if you have several, only one can be used for your order. If you have tried all of the above and the code still doesn't work, please contact by e-mail at
contact@crmfragrance.com
Delivery
What are the delivery types and prices?
Your order will be prepared at our depot within 72 hours. It will then be passed on to the transporter according to the delivery type /country that you have selected and will take between 2 to 6 days.
Delivery prices are automatically calculated when you place your order, according to the delivery type and country selected. You can view the price by going to your basket
- Colissimo, standard shipping in France, delivered 48 to 72h, free for any online purchase for France
How long does delivery and dispatch take?
Dispatch time is a maximum of 72 working hours (from Monday to Friday). This time corresponds to the time taken to prepare your order at our depot (destocking, checking, preparation of the package, packing, labelling etc.). Your order is then passed to the selected transporter. Delivery times depend on the delivery type and the country selected.
Do you deliver overseas?
We currently ship to several countries. If your country does not appear in the drop-down list of "my account", this means that we will not ship in this country.
The list of countries available for delivery will also be available after validation of your basket.
What should I do if I'm not at home to collect the delivery?
If your transporter is Colissimo, Chronopost or UPS, the package is delivered directly to your home. If you're not at home when the delivery arrives, an attempted delivery notification will be put through your letterbox. This notification will indicate the date and time of the attempted delivery, together with the post office where you can collect your package. You should go to the indicated post office, and take the notification as well as a piece of ID to enable you to collect it. You have 15 days in which to collect your package, after which it will be returned to us.
I was wrong in the delivery address…
If your parcel has not been dispatched yet, you can contact our customer service by e-mail at contact@crmfragrance.com and can give us the good delivery information.
Alexandre.J Online store will not assure any liability on address error coming from the buyer.
My parcel has been blocked by the customs
You must contact your local post and the customs that have contacted you. If needed, we can provide you an invoice.
Other
Where are you sold? Who are the authorized retailers?
You can see our authorized retailers in our rubric “Locations”
