HOW DO I PLACE AN ORDER?
5 STEPS TO HELP YOU THROUGHOUT YOUR ORDER
STEP 1 : ADD ITEMS TO THE SHOPPING CART
Once you have made your choice, click on "Add to cart" from the product sheet.
Your basket will open and confirm the addition of the item: "it's added".
To add more items, click on "Continue Shopping".
To finalise your order, click on "View my cart".
It's also in this cart tab that you will be able to enter your promotional code or your gift E-Carte.
Finally, to validate your basket, click on "Proceed to checkout".
STEP 2 : CREATE OR LOGIN TO YOUR CUSTOMER ACCOUNT
1. If you do not yet have a customer account, you must enter your e-mail address and create your password in the "New customer? Create your DORCEL account".
For the creation of your account, the following information is requested and is mandatory:
- An e-mail address
- A password: this must be at least 8 characters long, including a number, a letter and a special character.
- Your title, your first name, your surname
- Your delivery address
- Your invoice address, (NB: invoices are only sent on request)
- A telephone number: essential for the carriers to send you your delivery information
- Your date of birth: we validate the majority of our customers
2. If you already have a customer account: fill in your information in the space: "LOG IN".
Forgot your password? click on the link: "Password forgotten". You will receive a reset email.
STEP 3 : CHOOSE A DELIVERY METHOD AND YOU ADD YOUR ADDRESS
You have the choice between a delivery :
- At home with Colissimo or Chronopost
- At a collection point with Mondial Relay
- In one of our stores with Click & Collect or E-Reservation
STEP 4 : CHOOSE YOUR PAYMENT METHOD
You have the option of choosing a different billing address from your delivery address.
The payment step allows you to choose your payment method and specify the required information. You can pay for your order by Credit Card, or via a Paypal account.
If your order includes DVDs or magazines, the choice of Paypal payment will not be displayed.
Once the choice of payment has been established, you will be redirected to the secure payment page in order to enter your bank details.
STEP 5 : VALIDATION OF YOUR ORDER
You will finalise your order by clicking on Checkout.
You will receive an order confirmation by email, summarising your order in details.
Congratulations ! Your order is finalized.
USE OF A PROMOTIONAL CODE & GIFT E-CARTE
USE A DORCEL PROMOTIONAL CODE
If you have received a promotional code you can use it in you shopping cart in the box "Enter discount code" and click on : "Apply".
Promotionnal codes cannot be combined on the same order.
USE A GIFT E-CARTE DORCEL
Want to have fun? indicate at the Summary : "E-card gift: enter your code", then click on "Apply".
Go to the next step by clicking on : "Proceed to checkout".
THE PREPARATION OF ORDERS
Once your order has been validated, it is immediately put into preparation in order to guarantee the availability of the products and dispatch and delivery as soon as possible.
ARE WE DISCREET?
Your order will be packed in a standardised and discreet packaging at the number of our logistician "L4 Logistics".
No mention or Dorcel logo appears on the package.
We guarantee total discretion on the nature of your order and its content.
THE STATUS OF MY ORDER
The status of your order is indicated in your customer area in the "Recent orders" section.
The status can be:
Processing = Your order is validated, the preparation is in progress.
Completed = Your order is shipped. It is being delivered or delivered.
Canceled = Unfortunately your order could not be completed. It can be a payment anomaly, a product victim of its success...
Available in store = Your E-Reservation order is ready. She is waiting for you in the chosen shop.
MODIFY MY ORDER
CANCEL MY ORDER
Once your order has been validated, it is immediately put in preparation to guarantee the availability of the products and dispatch as soon as possible. You are therefore no longer in a position to make any changes to it.
If you wish to modify your purchase and the status of your order is "Processing", send us your request. Please indicate us the items that sould be modified. If your modifications concern a change of article, please indicate us the unwanted reference, as well as the reference of the article requested in exchange. If the requested item is more expensive than the unwanted reference, it will not be possible to make any change.
If you wish to modify your purchase and the status of your order is "Finished", no modification is possible. For your exchange or refund request, please send us your request.
Customer Service undertakes to treat your requests with the utmost care and will provide you with an appropriate response.
Once your order has been validated, it is immediately put into preparation in order to guarantee the availability of the products and dispatch as soon as possible. You are therefore no longer in a position to make any changes to it.
If you wish to cancel your order and its status is "Processing", please send us your request.
If you wish to cancel your order and its status is "Finished", it is up to you to refuse the package upon delivery or to leave the package pending. The package will then be returned to us. For your refund, please send us your request.
Customer Service undertakes to take all the care in processing your requests and will provide you with an appropriate response.
CHOICE OF PAYMENT METHOD
METHOD OF PAYMENT ACCEPTED
We take fraud very seriously, which is why all payment cardholders are subject to prior validation and authorisation. Where the cardholder's name is different from the name of the person who placed the order, our Customer Service department may send you a verification request by email.
Payment via Paypal is only possible if your order does not include a DVD or a magazine. Indeed, Paypal does not wish to carry out transactions of pornographic products.
You have the possibility to register your credit card on your Marc Dorcel account to make your future purchases.
PAYMENT 3 TIMES WITHOUT FEES FROM 99€ OF PURCHASE (*)
If the amount of your order exceeds €99, payment by Scalapay will be offered to you when finalizing your order.
Pay your purchase in 3 monthly installments, without any interest or additional costs.
Create your account in just a few clicks, in just 2 minutes.
Pay with your Visa, Mastercard or Amex card. Your payment approval is instantaneous.
Your order is shipped the day of its validation (if it is validated before 11am, otherwise the shipment will be the next day).
(*) payment method not available for E-Reservation orders.
WHERE IS THE CVV OF MY CREDIT CARD?
The card verification number, also known as the CVV (Cardholder Verification Value) code is a 3-digit code printed in italics on the back of credit cards.
The Card Verification Number is intended to ensure that a physical card exists for the card number provided by an individual during a remote transaction to guard against fraudulent or unauthorised use.
Payment is made through a completely secure electronic payment service: Be2Bill. This is approved with the approvals and certifications obtained from the GIE Cartes Bancaires, Visa, Mastercard; and PCI-DSS certified (Payment Card Industry Data Security Strandard) by VISA and MASTERCARD.
This certification, renewed each year, guarantees a high level of security and integrity of the platform. When you are at the Payment step, you will be automatically redirected to the secure Be2Bill payment site. All secure sites have a site address beginning with: https: //
You can also place your order via a Paypal account (excluding orders including DVDs or magazines).
Time limit : The direct debit from your bank account will only be effective after the shipment of your order.
If a debit is present on your account before the shipment of your order (order in Completed status), it is only a bank loan.
On your bank statement, the direct debit will appear as: 1979 Retail.
TAKE ADVANTAGE OF FREE SHIPPING
From 69€ of purchase, the shipping costs, in Metropolitan France, are offered with Mondial Relay.
At the delivery stage, the carrier Mondial Relay will automatically be at 0.00€.
Are you close to a Dorcel store? Two options are available to you
- Click & Collect delivery: From 39€ of purchase, delivery is free in store. Order on our site and have your order delivered to one of our stores.
- Withdrawal in store: From our site dorcelstore.com, reserve your products in one of our stores, . Your selection will be set aside in store.
CHOICE AND DELIVERY TIME
OUR TRANSPORT PARTNERS
Once your order has been validated, it is directly put in preparation in order to guarantee you a shipment as soon as possible.
If you validate your order before 11:00 am, it is shipped the same day. You will receive an email in the evening confirming the dispatch of your order and indicating your parcel tracking number. This will enable you to follow the progress of your delivery.
Your orders can be shipped with:
- Colissimo: (home delivery against signature) (*1)
- Chronopost: (home delivery against signature) (*1)
- Mondial Relay: (delivery to one of the 11,000 relay points available in France) (*2)
- In a DorcelStore store (Click & Collect order or Pick up in store) (*2)
(*1) In case of absence during the delivery, a delivery notice is left in your mailbox. Parcels are put on hold at pick-up points for 15 days. Your package will be delivered to you against presentation of your identity document.
(*2) Available for 15 days at relay points or in one of our stores.
INDICATIVE DELIVERY TIMES
In France: 2 days
In Europe: 3 to 5 days
In France: the next day before 1 p.m.
(for all orders validated before 11 a.m.)
In France: 3 to 5 days
In Belgium: 5 days
Click & Collect: 2 to 4 days
E-Reservation: D-day (depending on available stocks)
TRACK MY DELIVERY
When you validate your order before 11:00 a.m., it is dispatched the same day (except for orders validated on weekends).
You will receive a shipping confirmation email in the evening. As our warehouse is closed on weekends, no shipments take place on Saturday and Sunday.
Two ways to track your delivery:
- From your shipping confirmation email by clicking on: "TRACK MY PACKAGE". You will be automatically redirected to a page which will indicate the progress of the delivery, the estimated delivery date, the carrier as well as the details of each stage of your delivery.
- From your Dorcel customer area, section: My orders > view order, then click on "TRACK MY DELIVERY". You will be automatically redirected to a page which will indicate the progress of the delivery, the estimated delivery date, the carrier as well as the details of each stage of your delivery.
For in-store delivery:
- In Click & Collect: you will be notified by email upon receipt of your package in store. Before going to the store, we invite you to wait for confirmation of receipt of your package from the store concerned.
- In E-Reservation: As soon as the products are made available in the Boutique, you will be notified by email.
DORCEL CUSTOMER SERVICE