FAQ (Frequently Asked Questions)
Where are you based?
We were founded in France, but we now operate out of the United States. We ship our sunglasses from a third party fulfillment provider in Grapevine, TX. We believe that this is the best way for us to provide the best possible customer experience to our customers as we continue to ship our products around the world. All models comply with international standards for UV protection.
Is it safe to order on Dubranchet.com ?
It is safe to order on Dubranchet.com. In the URL of the website, you should see https://. This indicates that our site has a valid security certificate through our e-commerce platform, Shopify. We never have access to your credit card information, because all payments are processed through third party payment processors which are fully PCI compliant. Stripe and Paypal are among the safest payment processors in the world.
How can I track my delivery?
Once your order is shipped, you will receive an email with a tracking number. If for some reason you are not able to track it, please write to us at firstname.lastname@example.org
Can I change my order ?
There is a very short window in which you may be able to make a change to your order before it is processed. If you need to make a change, please us at email@example.com as soon as possible so that we can try to make the change before the order is processed for shipping. Once the order is processed, we cannot make any changes.
Can I return my order if I don't like it ?
You can return your order up to 14 days after receiving it. Returns are at customer's expense. As soon as we have received the return and verified its condition, we will process your refund within one business day.
Can I cancel my order?
An order can be cancelled up to the time at which the order is processed. Once the order is processed, we cannot cancel the order. If for some reason you wish to cancel your order, please email us as soon as possible at firstname.lastname@example.org so that we can determine whether the order has been processed.
How long will it take to get my shades?
Delivery time in the US is 3-7 business days, and international orders take between 7 and 30 business days, depending on where you are in the world. Certain countries will experience longer delays due to the customs process in that country (Brazil, Argentina, Egypt, India, for example).
What if my product arrived damaged?
If your product has been damaged in shipping, please contact us at email@example.com. We can ship replacement products at no additional charge is you provide us photos of the damage. We will do our best to solve solve the problem ASAP.
If you have any other questions, do not hesitate to write us on firstname.lastname@example.org, we will get back to you ASAP ! :)