Frequently Asked Questions

Frequently Asked Questions 2018-09-23T15:37:59+00:00

Welcome to our FAQs! We’re here to help, so we’ve collected together some of the questions we’re most commonly asked and provided the answers on this page. If you’re looking for information about our service, you’ll hopefully find it below.

ORDERING AND PAYMENT

Do I need to register to shop online?

No, you don’t need to register to order online. After you’ve completed your order, you’ll again be asked whether or not you’d like to create an account, and you can choose not to if you wish.

However, we would recommend creating an account so that you can easily checkout when placing future orders.

How do I sign into my account?

First you will need to have registered and created an account. Click on ‘my account’ at the top right of the website and enter the details requested. Alternatively, when you’re at the checkout just click on my account.

How do I change my personal details?

You can change your personal details by logging into your account and selecting ‘Edit Personal Information’.

I’ve forgotten my login details

Not to worry. Just click the ‘Forgot your password?’ link on the log in page and enter the email address you registered with. We’ll then email you with further instructions.

My account is locked

It happens to all of us, if you have had 6 unsuccessful password attempts, you will be unable to log on. Contact us to have the password reset.

My account is not recognised

Sorry your details are not recognised, make sure to check your email address is correct, and then if it is still not recognised, you can easily set up an account on the home page.

What payment methods can I use online?

We use PayPal for secure payments.

What if I don’t have a PayPal account?

This is very simple you do not need a PayPal account to make a purchase just the card you need to make payment. If you wish to use PayPal signing up is free. Go to the website www.paypal.com to sign up and use secure paying online. We recommend it.

What currency can I use on the website?

We always bill our customers in UK Sterling; however this may be shown on your statement in your local currency. Please contact your bank who will be happy to advise you on this.

Why has my payment been declined?

Your payment might be declined for a number of reasons. Please Contact us and we will be able to give you more details.

How secure is my transaction?

Shopping at Danielle’s Boutique is safe and secure. We use internationally recognised technical systems to make sure the details you give us when ordering are protected. We’re committed to respecting your privacy and we promise never to release your personal details to any outside company for mailing or marketing purposes.

When you place an online order at Danielle’s Boutique, we may ask for certain personal information such as your name, email address, delivery and payment details, and all of this information is held on secure servers. Danielle’s Boutique complies fully with Data Protection and consumer legislation, and will treat all your personal information as fully confidential.

Will I be charged customs and import charges?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel (this also applies to retail & wholesale customers). Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

We recommend you contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

How do I know you have received my order?

You will receive an order confirmation email to the email address you provided when ordering. If you have placed an order and not received this email, please check your spam folders. If you still find you have not received the email please contact us.

Can I add or remove items from my order once confirmed?

Unfortunately as our orders are dispatched very quickly, once the order has been confirmed we are unable to amend any order details. However, we’ll be happy to exchange your items.

How do I cancel my order?

If you have placed an order and then wish to cancel it, please contact our customer care team, within 2 hours of placing your order. As we like to have your order prepared to send out as soon as we can, you will need to contact us by email.

How do I unsubscribe from the email newsletter?

Our regular email newsletters keep customers up to date with our latest ranges and exclusive offers. However, if you would like to unsubscribe from receiving them you can do so by contact us and we remove you.

What are the delivery options?

We offer a same day dispatch service for orders received before 12.30pm (larger orders may take a little longer to process) we do aim to dispatch all orders within 24 hours of receipt. (Monday – Friday)

48 hours tracked £4.95
Next Day delivery £6.95

What if I want International Delivery?

For any International shipment please contact us directly on our contact us page for prices as they are not listed as an option on the checkout process.

Receive email/text updates from Royal Mail

Once your order has been shipped you will receive an email stating the item is dispatched along where your tracking number. This is then your responsibility to make sure you are in to collect..

Do you deliver to work addresses?

Yes, we will be happy to deliver to your work address, please just amend your delivery address when ordering. We would encourage delivering to work when ordering express as your delivery will require a signature. Don’t be shy about ordering to work, our packaging is so discreet, we deliver in plain cardboard boxes and padded envelopes so they won’t cause any embarrassment.

What happens to delivery times on Bank Holidays?

Unfortunately our service providers do not deliver on Bank Holidays so please take this into account when ordering around the time of a bank holiday as it will affect the arrival time of your parcel by one day.

Can I track my order?

For total peace of mind, all UK orders are sent with tracking to your door. You will find your tracking information along with an email from the boutique to say the item has been dispatched.

Does my order need to be signed for?

Yes

What if I’m not in when my order arrives?

If you’re out when the parcel arrives, or it’s too big to put through your letterbox or needs to be signed for, your post person or courier will leave a card telling you where to pick up your discreetly packaged order.

If your parcel is taken to the nearest delivery office you will have to go and collect your parcel.

If your parcel is taken to the nearest courier depot, you can collect it or arrange for it to be redelivered.

If a ‘Something For You’ card is left – What are my options?

Free re-delivery to your or your customers address.
Collection from a local Delivery Office.
Free re-delivery to an alternative local address (in the same postcode area).
Collection from a Post Office® for a nominal fee of 70p.
Redeliveries can be booked at www.royalmail.com/redelivery or by calling the number on the ‘Something For You’ card.

What will my package look like?

All orders are sent with the non-descript return address name of. Products are mailed in bubble-wrap envelope or a plain box (depending on the nature and/or size of your order).

There are no markings on the back or side of your parcel. The only markings are your address label on the front, which appears as below, and a Royal Mail Delivery or courier sticker depending on the service used.

Discreet Delivery?

We understand that privacy is important to our customers. So to ensure your purchase with us is kept secret from your neighbours, children or even parents, we use the utmost discretion in packaging your order for shipment.

What will it have written on it?

Royal Mail requires us to have a return address on your parcel. This will be either from one of our warehouses.

I have placed my order but the wrong delivery address has gone through – can I change it?

If you spot this error on your confirmation please contact us as soon as possible the customer Services Team will be happy to advise. We will do our best to get this re-routed to you although unfortunately once dispatched we are unable to amend your order.

Can I upgrade my parcel from Standard to Express delivery?

Unfortunately once the order is confirmed we are unable to amend the delivery option.

My order has not arrived?

If your delivery is more than 4 working days overdue, or 6 days overdue including weekends/ bank holidays, then please contact us and we will investigate. To help us process this as quickly as possible, please make sure you have your order number to hand when you contact us.

How long will my parcel be held at the Post Office?

The parcel will be held for 18 calendar days before being returned to Danielle’s Boutique.

What happens if I have forgotten to collect my Parcel?

The parcel will be held for 18 calendar days before being returned to Danielle’s Boutique.

What rules apply to International Deliveries?

Due to customs, legal, regulatory and certain practical restrictions applicable to orders placed for international delivery, some of our products may not be available for delivery to certain destinations outside the UK. Danielle’s Boutique reserves the right to define what can and cannot be delivered to which destination.

Payment – Purchases will be made in pounds Sterling. International credit card providers or banks will determine the exchange rate and may add an additional processing or administration charge in relation to such payment which international credit card holders will be liable to pay. Danielle’s Boutique products are sold on a delivery duty unpaid basis.

The recipient may have to pay import duty or a formal customs entry fee prior to or on delivery. Additional taxes, fees or levies may apply according to local legislation and customers are required to check these details before placing an order for international delivery. Occasionally, the supply of your product(s) or may be delayed or prevented for reasons beyond our control – for example, import delays or higher than anticipated demand. Where this is the case, we will, of course, make every effort to keep you informed but shall be under no liability to you for such delay or failure.

REFUNDS AND EXCHANGES

How do I return an item/s?

To make returning your item(s) as easy as possible please contact us if you wish to do so. Then return with packing slip inside making sure you have meet our refunded guide lines. Which you can find on the refund page for more information.

I’ve lost my Delivery Note/Receipt

If you ordered something online and have lost your delivery note please include your full name, address and order number, which can be found on the Order Confirmation email, when returning your order to us so that we can process it for you.

Do you refund the delivery charge?

Only if the item is found to be faulty, incorrect or not as described so long as it is returned to us within in 14 days of delivery.

My order is incorrect or faulty

We’re so sorry there is a problem with your order – we would like to resolve the problem as quickly as possible for you. Please contact us on our contact page.

How can I exchange an item?

To make exchanging your item(s) as easy as possible which completely FREE. Contact us first before doing so on our contact page and we will help you. For more information go to our Refunds page for more information.

Can I return Masquerade Girl Item?

No only size exchange for dresses, two pieces, and velour tracksuits. Hand made bikini’s are NO EXCHANGEABLE OR REFUNDABLE due to made to measure.

PROMOTIONS AND OFFERS

How do I apply a promotional code?

If you acquire a Danielle’s Boutique promotional code, it’s valid for use please go over to our contact page.

Can I use more than one code per order?

Only one promotional code can be used per order, if you have more than one promotional code you may need to place separate orders.

Why is my promotional code not working?

Please refer to the full promotion code terms and conditions for possible reasons why your code may not be working, if you are still unsure please contact us.

Do you offer student discount?

Unfortunately we don’t.