PRODUCTS
Are all the items you sell authentic?
Absolutely, we do not have the time or patience for counterfeit items and neither should you.
ORDERS & REQUESTS
I have not received my order confirmation, did my order go through?
Order confirmation emails may be delayed as a result of high order volume. No worries, if you have not received your confirmation email after 24 hours of your purchase; please contact our customer service team at hello@etepapillon.com. Our team would be happy to resend your confirmation.
How do I modify or change shipping/mailing address?
We are unable to cancel or modify an order once it has been submitted and mailed out as we aim to process all orders as soon as possible. If you have any questions or concerns about your order, please email hello@etepapillon.com.
For security purposes, we are unable to re-direct a shipped parcel to a secondary shipping address. If a shipper is unable to complete the delivery, the parcel will be returned to the fulfillment center and processed as a return.
How do I cancel my order?
Oh, no! Please email us as soon as possible at hello@etepapillon.com. You may only cancel your order via email before your order has been shipped. In the event that your order has already been processed and shipped, you are not able to cancel.
We understand that some purchases may be accidental, so before we process and mail out items we will send a courtesy email to each customer to confirm orders along with confirming your mailing address to ensure that we're all on the same page.
RETURNS & EXCHANGES
Do you allow refunds/returns?
We at Été Papillon, are huge on stopping the spread of cross-contamination and protecting our clientele. Therefore, we unfortunately, do not offer refunds/exchanges.
ORDER PROCESSING & TRACKING
How long does it take for Été to mail out packages?
Our processing times are typically 1-3 business days. Processing for orders do not include weekends or holidays. These times may be extended 3-5 days during holidays,. Orders places on Saturday or Sunday, will be processed the following Monday.
Once shipped, transit times vary depending on service selected. Please review our Shipping Policy for further information.When your order ships from our fulfillment center, you will receive a confirmation email that includes a tracking number from a major US carrier.
DELIVERY
When will my package be delivered?
All orders are shipped via USPS, UPS, FedEX or DHL, depending on the shipping method chosen by the customer. Please note, we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays or transfers from USPS and UPS to international mail carriers.
PAYMENT INFORMATION
What currency will I pay in?
Customers will be charged in USD. For your convenience, there is a currency converter provided on the website, you will be able to have an idea of the exchange.
Will I be charged a sales tax?
A sales tax will be applied at checkout to orders shipping to California, Florida, Georgia, Illinois, Maryland, Massachusetts, New Jersey, New York and Texas. For orders shipped to other states, your state and/or Municipal Government may require you to declare your purchase and directly pay appropriate sales tax to them.
How do I know if my payment went through? Why am I charged an authorization hold?
For optimal security, when an order is submitted an authorization request is sent to the issuing bank. The issuing bank then verifies billing information, the validity of the credit card, and the availability of funds. If the card information is validated the funds are available, the bank puts an authorization hold on the funds. An authorization is only a hold on the funds for a possible future transfer of funds.
When an order is placed, two transactions will post to your account:1) an authorization hold which holds the funds for the pending charge, and 2) a charge for the order upon shipment which removes the funds from the account.
If any order is canceled, the authorization hold will be removed from the account by the issuing bank. Please contact the issuing bank for inquiries related to the removal of authorization holds.
CUSTOMER SERVICE
How can I reach your Customer Service team and when should I expect a response?
Our team can help with your customer service inquiries, please email hello@etepapillon.com. We do our best to respond to all customers within 48 hours. However, response times will be extended during holidays, promotions and immediately following launches/restocks. Please note, inquiries are answered in the order they are received; however sending multiple emails will place you at the end of the queue.
If your question was not answered here, please contact us at hello@etepapillon.com and we'll get back to you shortly.