Frequently Asked Questions LDM
Online purchase
How to place an order?
To place an order, select the desired color and size of the product you want to purchase and then add the product to your bag. You can modify or validate your basket before making your payment. Once you have selected your items, complete your order by clicking on “Checkout”. You can log in, register or continue as a guest. You’ll be asked to choose your payment method and enter your shipping details. Please, check that the information you entered is correct and click “Buy”.
How will I know that you recived an order?
After making a purchase on L’étoile du Matine you will receive an email confirming your order within a several minutes. When your order is shipped, you will receive a second email with a tracking number so that you can track delivery of your package.
How can I cansel my order?
If you wish to modify or cancel your order, please contact our Customer Service as soon as possible. We’ll do our best to accommodate your request, however we cannot guarantee your order may be changed once it’s been submitted.
Shipping
When will I recive my order?
It’s take 2 weeks to tailor a piece to your specifications. Each piece is made individually for you. We offer worldwide 7 days standard shipping through DHL, UPS, and DPD (domestic deliveries). We do not ship to PO Boxes.
Our delivery cost may differ depending on the currency in which you wish to pay:
Currency EUR USD GPB PLN
Free Shipping over 1200 EUR over 1180 USD over1160 GPB over 5500 PLN
International delivery cost 25 30 20 115
Domestic delivery cost
Please note that orders above 2500 USD shipped to the United States require a formal customs clearance. DHL/UPS may contact you to retrieve your federal Tax ID or a social security number in order to complete the delivery to your doorstep.
How do I track my order?
You will receive a shipping confirmation email with delivery details once your order has been delivered to the courier. Courier delivers from Monday to Friday during business hours. Kindly note that delivery to rural addresses can result in longer delivery times.
L’ètoile du Matin cannot be held responsible for delays in shipments caused by any circumstances beyond the control of L’ètoile du Matin.
Payment
What payment method does L’étoile du Matine accept?
L’étoile du Matine accepts the following payment methods:
Credit Card: Visa, MasterCard, American Express.
Services: Apple Pay, Google Pay.
Paypal: Shop easily online without having to enter your credit card details on the website.
The money from your account will be deducted once the order is placed.
Please note that there may be transfer fees as well as bank charges.
If your bank charges a transaction fee, L’ètoile du Matin will not reimburse these costs.
We accept one form of payment for each order.
When will I be charged?
You will be charge when you place your order.
Taxes and duties
The prices of products indicated on the product listing pages and product detail pages are inclusive of EU taxes but exclude import fees (customs duties and taxes) if these are applicable. For orders placed in USD and GBP, we offer DDP (Delivery Duty Paid), where import fees will be collected at checkout on behalf of your national authorities. For DDP shipments DHL/UPS will be responsible for customs clearance and the parcel will be delivered directly to your shipping address. For orders placed in PLN and EUR import fees are not included and they shall be borne directly by the Customer upon the parcel’s arrival in the destination country.
Insurance
L’ètoile du Matin insures each purchase for the duration of its transport until it is delivered to you. All orders require a signature upon delivery, after which responsibility for the shipment passes to you. If you have designated another recipient than yourself for the purpose of delivery, you also agree that the signature of the third party is sufficient proof of delivery and fulfilment of the order by L’ètoile du Matin.
Returns and exchanges
How do I return an item?
You can return goods (which are in the standard grid XS S M L) purchased at ldmshop.com, within 14 days from the date of delivery from the country where the product was delivered. If the product is made according to your parameters it does not belong to return!
To qualify for a refund, all items must be in original condition, with all original tags and packaging intact. Items that have been worn, used (washed, stained, have a strong odor, cigarette smell), altered or damaged will not be accepted. Shoes must be tried on the carpet and have no signs of wear and tear. Items sent in dust bags must be returned inside the bags, as this is considered part of the merchandise. To return any item, use the original packaging that came with the item.
If you wish to return an item, follow the instructions below:
EU orders
Please notify us at info@ldmshop.com with your order number. Enclose the invoice (the one you received with your order) in the package and send it by reliable delivery service to the following address:
Poland
Zepter Buissnes Center
37 Domaniewska office 2.20
02-672 Warsaw
L`ètoile du Matin
Orders outside the EU:
Please let us know at info@ldmshop.com Put the original invoice (the one you received with your order) in the package. Attach the proforma invoice (the one you received by email) to the outside of the package so that all details are clearly visible.
Please send your return by safe delivery to the following address:
Poland
Zepter Buissnes Center
37 Domaniewska office 2.20
02-672 Warsaw
L`ètoile du Matin
Return policy
All returns from outside the EU sent without an L’ètoile du Matin invoice will be refused. L’ètoile du Matin OÜ is the official worldwide distributor of the L’ètoile du Matin brand. Please note that we can only accept parcels with the recipient’s name listed as L’ètoile du Matin OÜ.
We recommend to use the following shipping services: DHL, UPS, GLS, FedEx, InPost (in Poland and Italy). Please note that the return process via USPS and Royal Mail may take much longer.
Please note that the costs and risks involved in returning goods are borne by the sender. L’ètoile du Matin is not responsible for loss, theft or damage to a parcel. Parcels for which customer identification (name, address and tracking number) is not possible will be rejected.
We are currently unable to offer a free refund. For all international returns, unless the item is damaged or defective, the customer must arrange and pay for the return of the item.
How do I exchange an item?
Please note that we can only exchange an item for a different size within the same model. To check availability, please contact us at info@ldmshop.com. If the item is in our stock, we will keep it and, once we receive the return, send it to the address on your original order.
If you wish to exchange the item for a different colour or style, please return it and place a new order.
When do I get my refund?
In order for Quality Control to accept a return, the goods must be returned complete in the original packaging, undamaged, unaltered, unworn, with all original tags, accessories and a copy of the purchase invoice. Goods returned by post to the warehouse will be processed within 14 working days of receipt.
Once our quality control team approves the return, the refund amount will be credited to the original form of payment and you will receive a confirmation email. If your return does not meet the listed conditions, the parcel will be sent back to you.
Please note that for orders from outside the EU with a DDP (Delivery Duty Paid) option, the refund amount will be equal to the price paid at checkout minus import duties and taxes, as these fees are only charged on behalf of the customer’s national tax authorities and are not collected by L’ètoile du Matin.
Customer service
How do I place an order?
To place an order, select the desired color and size of the product you want to purchase and then add the product to your bag. You can modify or validate your basket before making your payment. Once you have selected your items, complete your order by clicking on “Checkout”.
You can log in, register or continue as a guest. You’ll be asked to choose your payment method and enter your shipping details. Please, check that the information you entered is correct and click “Buy”.
After making a purchase on the L’ètoile du Matin website, you will receive an email confirming your order within minutes. When your order has shipped, you will receive a second email with a tracking number so you can track the delivery of your package.