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FAQ

MY ACCOUNT

  • I forgot my login/password.

    Your login is easy to find it is your email address.

    To recover your password click on “My Account” at the top right of the home page, then “Lost password”. Enter your email address and then we will send you a new password by email. You can then access your account and customize your password in “My personal information”.

  • How to change my account information ?

    Details about your space “My account” with your email address and password, you can change your account information. You will find in the “My personal information” data such as your email address, password and address.

  • unsubscribe from newsletter.

    Please click on the link “If you no longer wish to receive our newsletter" or unsubscribe in the “My personal information” in your account.

  • How private is my account ?

    The information in your Ovale account is only used in connection with your business relationship with Ovale. You have at any time the right to access, modify, rectify and delete data according to article 34 of the Law and freedoms act (6th January 1978).

The Ovale collection

  • How to choose a size ?

    You can check our guide des tailles, accessable on every page.

  • How do I know if an item is available ?

    articles are available if you can add them to your basket. If the size is grey, the item is not longer available in that particular size and therefore you cannot add it to your cart.

  • What to do if an item is not available ?

    Some items Ovale replenish during the season. To be informed, please leave your email address in the space provided, on the same page as the article you are interested in.

MY ORDER

  • How to purchase on Ovale.com ?

    Click on the desired item, choose the size and click “add cart”. A confirmation window appears. You can continue shopping or click on “Submit order” to make payment.

    The next step will be to login to your Ovale customer account by entering your email address and password. If you do not have an account with us yet, you can create one free of charge without loosing your items in your cart.

  • Can I change my order after I have paid/sent to me ?

    Once your order is confirmed you have 1 hour to cancel, to do this you will need to login your account and find “My orders”.

    However, we can not add or edit an item in an order that has been validated.

    If you have made a mistake in your delivery address, please contact our customer service, some couriers are willing to make changes, under certain condition depending on the delivery status of your package.

    From your receipt you will see that you have 30 days to change your mind/ exchange items.

  • How do I know if my order has been processed ?

    After placing an order on our site, you will receive as confirmation email. You will receive a second email when your order has been shipped, In this email you will find the tracking number for your order.

  • I am experiencing some technical issues, how can I continue ?

    If you encounter any problems or technical malfunctions on the site, you can contact our customer services by email at ishop@ovale.com or by phone at +41 22 593 00 77 Monday to Friday from 10:00 to 18:00. We do our best to help you.

Make a present

  • My order is a gift, how can I process my order to be sent as a gift ?

    You select the desired items and add them to your cart. In your cart you click “This order is a gift” in the space provided you can write a message that will be printed on fine card.
    Our team will prepare an elegant package including your purchase and card.

Payment

  • What are the methods of payment on Ovale ?

    We accept the following credit cards: Visa, Master card, ATM card.

  • are the card payments safe on this website ?

    you can shop in peace on www.ovale.com

    Your bank details are transmitted to our server encrypted by SSL (Secure Socket Layer) Via the Ogone solution. You can see that the data transmission is encrypted as soon as you see the padlock symbol appear.

    Ovale is not aware of your card number and OGONE does not store numbers on its server. None has access to customer’s bank details either by computer or printouts.

  • What if my online payment is declined ?

    If you payment was declined it could be due to one the reasons below :

    - You made a mistake entering your pin.

    - You made a mistake when entering your expiry date or security code.

    - Your name and address do not match those recorded by your bank.

    - The bank refused payment for security reasons.

    - Your account has insufficient funds to cover the payment.

    We recommend you to contact your bank or credit agency if you want more information incase of declined payments. We invite you to contact our customer service if your bank does not give you a satisfactory explanation.

deliveries and returns

  • delivery in France.

    TNT : Next day delivery before 13.00h for all orders placed before noon Monday – Friday.  

  • delivery is Paris.

    Same day delivery for orders placed before noon Monday to Friday.

  • shipping abroad.

    FEDEX : Delivery within 2-5 working days.

    For some destinations, the price of delivery includes customs fees, you will not have to pay additional fees.