Customer Service

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Customer Service

Customer Service

Ordering
Online ordering of childeren's wear at Mesetoiles.nl is possibe 24 hours a day, 7 days a week, also if you are not yet a customer. Ordering via mesetoiles.nl is very easy: surf through the shop a click on the article of your interest; once you decided to purchase the article and click on the button "order"; you will go to your "shopping bag", where you will find an overview of all articles in your shoppingbag. You can still change the article; Have you finished shopping ? then click in your shoppingbag on the button "to payment"; In order to process your order, you will be requested to complete some personal data. In case you will fill in your e-mail address, you will receive an order confirmation per e-mail; subsequently you can select your preferred payment method. After making your selection, you will receive an order-confirmation and possibly payment or payment details., depending on you choice of payment. Upon receipt of your first order confirmation, you will receive an log-in code, which you can use to log in for future orders.

Delivery
Your order will be delivered by TNT within 5 business days if your ordered articles are in stock. Hereafter you will find the possible payment methods and the related delivery-times, which apply for The Netherlands and Belgium.
Mister Cash/Bancomat(Belgium): direct processing (delivery within 2 - 4 days)
Credit Card/Paypal: direct processing (delivery within 5 days)
Paypal: direct processing (delivery within 5 days)
Bank Transfer: processing upon receipt of funds (delivery within 2 - 5 days)
Attention: only applies for deliveries via TNT-Parcel

Shipment Costs
Shipment costs within The Netherlands: free
Shipment costs Germany - Belgium: €6.95
Shipment costs other EU countries: € 10.00
Shipment costs outside EU countries: € 25.00

Exchange and Return
Mes Étoiles will do its utmost to deliver a perfect product to you. Nevertheless, should you not be satisfied with (part of) your order you can, subject to the following, return these items within 14 business days from receipt of the order without specification of reason and annul the order without any liability, with the exception of the charges of return shipment. The goods to be returned have to be in the original condition as received, so not worn, with tags attached and with original packaging. Funds which would have been paid by you will be refunded by Mes Étoiles within 30 days. In order to avoid disappointment afterwards and return shipments, we will be pleased to measure the clothes for you.
Exchange is permitted within 14 business days from receipt of your order and after prior e-mail contact. Please bear in mind that the shipping charges of return shipments are for your own account. The goods to be exchanged have to be in the original condition and not worn, with tags attached and with original packaging. Subject to stock availability, goods can be exchanged with another size. If no longer available in stock, another article of clothing can be selected after prior consultation.
ATTENTION: (a) Postage is due for every return-shipment. Unstamped or understamped return-shipments will not be accepted; (b) These conditions also apply in case of "Not Good Money Refund" ("Niet Goed Geld Terug"); always enclose a completed "return form" with your return-shipment. You receive this return form with each order.

Cancellation
Cancellation of an order is permitted free of charge within 24 hours after placing your order, unless the shipment has already been despatched. To this end, we kindly request you to send a request per e-mail to info@mesetoiles.nl, specifying your order number. The cancellation will be confirmed to you by e-mail. In the case you have already paid your order, Mes Étoiles will refund the amount promptly but in any case within 14 days.

Payment Info & payment methods
All prices and charges are denominated in euro and are inclusive of 19% VAT. Upon receipt of your payment, you order will be shipped promptly. Therefore certain payment methods have a faster delivery time compared with others, Hereafter you will see an overview of the payment methods that we offer:
- Bank Transfer (takes 2-5 business days)
- Mastercard / VISA / JCB/ American express / Paypal (will be processed immediately)
- Cash (only in case you collect the goods)

* Creditcard
You can also pay via Credit Card. The following credit cards are accepted: Mastercard and Visa. In case you wish to pay with CreditCard you select in the shoppingbag for the option 'Credit Card payment'. Subsequently you select for 1 of the options Mastercard, Visa, American Express or JCB. Follow the instructions of the internet point of sale.
* Paypal
Direct and online through payment via Paypal (for PayPal account holders). Your payment will be authorised online, so you know instantly whether this will or will not be approved. For payments through PayPal no extra costs will be charged.
* Bancontact/Mister Cash-Belgium
Together with Belgian banks, Banksys developed an online payment system. If you are banking online with Fintro, Fortis, ING, Dexia, CBC, KBC, AXA or VDK Spaarbank, you can pay electronically via our site in a very secure way. In order to pay with your debit card, you will need to know your card number and due date.
* Banktransfer
You pay the order-amount to account nr 12.83.25.860 with RABOBANK in the name of Mes Etoiles CV , Moergestel - The Netherlands. As soon as the payment has been received, your order will be processed and shipped. (Attention: in case of advance payment it may take several days before the funds have been received).
* Collect
Payment upon collecting the goods in our showroom in Moergestel upon payment in cash or with prior transfer in favour of account 12.83.25.860 (Rabobank) while specifing order- and customer-number.

Complaints handling
Do you have a complaint or perhaps a suggestion, please do not hesitate to contact us per:
E-mail: service@mesetoiles.nl
Phone: + 31 13 5287165 / + 31 641 833 725
Address: Boonhofstraat 1, 5066 AK Moergestel, The Netherlands.
We strive to completely settle the issue as soon as possible in consultation with you.