Vous souhaitez obtenir de l'aide ? Notre FAQ est là pour vous aider. Vous trouverez ici toutes les réponses à vos questions concernant le suivi de votre colis, la livraison, le paiement ou encore le retour de votre commande. Si vous avez d’autres questions, notre service client est disponible du lundi au jeudi de 9h à 18h et le vendredi de 9h à 17h au 03 22 51 05 63 ou par mail à l’adresse : contact@directmarques.fr.

Order & Delivery

Return & Exchange

Payment & Security

Shipping

Shopping guides

Gift Purchases

Member Center

Other Questions

How do I cancel my order?

In the event you wish to cancel your order, please contact us.
Upon receiving your cancellation request, we will reach out to our courier service and request that the package be rerouted back to our warehouse. Once we receive the returned package, we will process the order, issue a full refund to your account, and notify you via email.
Kindly note that at this time we are unable to cancel orders before they are shipped.

Can I change my order?

Once an order is submitted, we are unable to change the ordered products or the quantity selected.
In this situation, we suggest you contact us and cancel the incorrect order.
Thereafter, we recommend you place a new order for your desired item(s) on our website at your own convenience.

Can I change my delivery address?

If you wish to change your delivery address, please contact us and we will do our best to assist you in this matter.
In the event that we are unable to process the address change directly in our system, usually because the package has already been shipped, we will need to contact our courier to request a change of delivery address.
In order to help you further, we would really appreciate if you could provide us with the following information :
- First and Last name,
- Company name (if needed),
- Street name and number,
- Zip code and City,
- Country,
- Phone number and Email Address.
Please be aware that an address change will delay the delivery time. We cannot be held responsible for any delay in delivery due to an address change requested by a customer.

When will I receive my order?

We aim to ensure that you receive your order as quickly as possible.
Once your order is successfully submitted, the warehouse then processes your order the following business day. It is then picked, packed, and dispatched. Once it is on its way to you, you will receive an email notification containing your tracking information, along with an estimated delivery date.
Kindly note that orders placed after 11:00 am (EST) are not guaranteed to be shipped the same day. Packages are not transported nor delivered on weekends and local public holidays.
While we always strive to have our orders delivered on time, we acknowledge that the unforeseeable is inevitable. External factors outside and its courier’s control, such as extreme weather conditions and technical failures, are bound to occasionally cause delays, and we ask for your patience and understanding when they do.
Additionally, please note that during promotional campaigns, delivery times may be longer than usual.
Feel free to reach out to us if you have any questions about your order's status. We're happy to help!

How do I place an order?

To place your order, select the item(s) that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you must fill in your personal information and pay for the order. Make sure to double check that you have filled in your details correctly to ensure that you receive all the necessary info and that your order is delivered without any complications.
If you need any help, we strongly advise you to speak to one of our Customer Service advisors , they will be happy to assist you.

Was my order successful?

We have several verification stages when customers place an order, this is done to provide our customers with the highest level of security.
If your order is successful, you should within the next 10 minutes receive an order confirmation via the e-mail address provided by you at the checkout page. If not, please contact us and we can assist you in this matter.

What is your exchange policy?

Kindly observe that we do not offer a direct exchange service.
In the event you are unsatisfied with your purchase and would like to receive a different product, you are most welcome to send back your purchase for a full refund. We will refund your product(s) for its full value to the account originally used when making your purchase. To ensure that you receive the desired product as fast as possible, we kindly ask you to make a new purchase at your own convenience.
Please note you must send back the item(s) you wish to have refunded within 30 days of receiving it. The product(s) must be unused – in its original packaging with labels and protective stickers intact – and still in the same new condition as when it was received. Products purchased directly from our website must be returned to our warehouse for a refund to be made; product(s) cannot be returned to a local retail store.
If you have paid or received customs fees for the item(s) you wish to return, please contact your local UPS office for information on how to receive a credit or refund, respectively.
The offer of any product(s) purchased during a campaign period will still be honored should you wish to receive another item instead. Please contact us for further information, we’re happy to assist you.

What is your return policy?

You have the right to return any/all products you have purchased directly from addons.prestashop.com within 30 days of receiving the item(s) for a full refund.
The product(s) must be unused – in original packaging with labels and protective stickers intact - and still in the same, new condition as when received.
Products purchased directly from addons.prestashop.com can be returned to our warehouse using a pre-paid shipping label, which we will provide. Kindly note that items cannot be returned to a local retail store.
Please follow the steps below to return your order:
"Submit a request" through the link below
Select Return as topic and provide a return reason - send email
You will receive an automatic email with your return instructions
Follow the instructions and create your return label
Return your order to us via our courier UPS

How do I exchange my order?

In the event you are unsatisfied with your purchase and would like to receive a different product, you are most welcome to send back your purchase for a full refund. To ensure that you receive the desired product as fast as possible, please place a new purchase at your own convenience. If you wish to return your order, please contact us; we will be happy to provide you with further instructions.

How do I return my order?

Please follow the steps below to return your order:
"Submit a request" through the link below
Select Return as topic and provide a return reason - send email
You will receive an automatic email with your return instructions
Follow the instructions and create your return label
Return your order to us via our courier UPS
TERMS:
Please note, you will need to send back your order within 30 days from receiving it. We will not accept any returns after this period. Your item must be in the same condition as when you received it.
Kindly note that we do not offer the service of exchanging your items. If you wish to receive an exchange, please send back your order and place a new one at your own convenience. Any offer or campaign offered during the original purchase will still be honored when placing a new order - please contact us for more information.

Have you received my return?

Once your returning package has been received at our warehouse, it is processed and inspected before we proceed in approving or disapproving the respective return.
We appreciate your understanding that, although we work as quickly as possible, it is possible that this process may take several business days to complete.
Kindly observe that weis not responsible for any items lost during the return shipping if you choose to return the package by yourself. Therefore, we strongly recommend that you return your order using the return label and instructions provided by our customer service. Please submit a request via the link below to receive the necessary details in order to make your return.

When will I receive my refund?

Once your returning package has been received at our warehouse, it is processed and inspected before we proceed in approving or disapproving the respective return.
The product(s) must be sent back within 30 days of receiving it. However, it is not an issue if it is received at our warehouse after this period. It must be unused – in its original packaging with labels and protective stickers intact - and still in the same new condition as when the watch was received.
If your return is approved, a full refund will be issued for your order. Once a refund is issued on our system, you can expect it to be visible in your account within 5-10 business days.

What payment options do you accept?

We accepts American Express, Diners, Discover, Maestro, MasterCard, Visa, PayPal as well as various other local debit cards and invoicing options.
We also offer the payment method Cash on Delivery.
All available payment options for each country are displayed at the checkout, once you have entered the country of delivery.

Which currency is displayed on the website?

The prices visible on our US and websites are stated in USD. These prices exclude possible duties and taxes which are either added or deducted at the checkout.

We is not responsible for any discrepancies in currency values or conversation rates that your bank or credit card company may use when purchasing from our website. Should you have questions concerning this, please contact your bank or credit card company, respectively.

Do you store my payment information?

We does not receive or store any payment information. All transactions are handled directly by Adyen, our payment service provider. Your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank.

From where are your products shipped?

All orders to the United States and Canada are sent from our warehouse in New York.
Orders shipped to addresses in Europe, South America, and Africa are shipped from our warehouse in Sweden.
Orders shipped to addresses in Asia (excluding China), Oceania, and the Middle East are shipped from our warehouse in Hong Kong.
Orders shipped to addresses in China and India are shipped from our warehouses in China and India respectively.

How long does it take to ship internationally?

It usually takes 5-10 business days to arrive in your country however, in some instances, delivery may be delayed depending on your country's customs.

I received a damaged Item, what do I do?

If you could kindly print and fill out this form, and return it along with the damaged item, we will issue you store credit and you can repurchase the item if desired. We strongly suggest including a tracking number with your package, as we are not liable for those that get lost in transit.
Once we receive your package, we will email you with a store credit code in the amount of your item, plus the cost of the shipping return. Please Note that we can only reimburse you a maximum of $10.00 USD if you include a copy of the receipt in your shipment.

How are taxes and duties applied to international orders?

The prices on our website do not include taxes, duties or shipping. Depending where you live, your country’s customs office may impose a few additional charges on your order: import fees, declaration fees, import duties (tariffs) and/or taxes. In some countries, orders below a certain value may not be subject to duties. This is often known as De Minimis value, and is determined by your local customs office. For all online orders — including the purchase of gift cards — all the fees required for customs clearance are the sole responsibility of the customer (that’s you). They will be charged upon arrival.
On rare occasions, customs agents may delay the delivery of packages at their discretion.
The powers that be also require us to state the value of your order (i.e. the price) directly on your package. We know what you’re thinking, and no, we cannot mark any package(s) as a “gift” to help you avoid paying extra fees. (Sorry.)
We has no control over these charges. For more information on customs, duties, taxes and other import charges, please contact your local customs office.

I forgot my password, What Should I do?

To re-set your password, follow the 'FORGOT PASSWORD' instructions on the LOG IN page. Please note, for security reasons we are unable to send your old password via email.

Will out of stock items be restocked?

If an item is out of stock, I will try to restock it as soon as possible.
If no stock is available, the item will be removed from the website.

Can I send a gift to someone and add a gift message?

Yes, you can send a gift to someone and add a personalised message easily during checkout. All gifts arrive wrapped and your message is printed on a gift card.
All gifts will have prices removed and the receipt will be sent to the purchaser, not the gift recipient.
Take advantage of our free gift wrapping service to send someone special a gorgeous.

Can I purchase and use a gift card online?

We do sell gift cards online, but unfortunately, at the moment you can’t redeem gift cards in our online store. If you buy a gift card online, you’ll only be able to redeem it in one of our stores. We are working on a gift card that can be used both online and in store, and we hope to have this available soon.
Gift cards are valid for twelve months (excluding NSW) from date of issue and can be used in all our stores across Australia but not online as payment. Gift cards can be redeemed for merchandise only and not for cash, another gift card will be issued if total amount is not redeemed. Please note, gift cards are non-refundable, non-transferable and cannot be redeemed for cash. Gift Cards are treated as cash and cannot be replaced if lost or stolen.

All gift Cards purchased in NSW up until the 30th March 2019 are valid for 12 months from date of issue. Any Gift Cards purchased in NSW from the 31st March 2019 onwards will be valid for 3 years from date of issue.

How do I get coupons?

Register for a customer account on website. Sign up for our weekly deals newsletter at the bottom of the website. Some special activities will also feature coupon giveaways. Coupons are a great way to save money.

How do I use my coupons?

Make sure the coupon has not expired (most will show the expiry date in your account). During the checkout process, go to your shopping cart. Enter the full promotion code and click "APPLY". You can only use one coupon code per order.

How can I get more points?

You can get Points in a number of ways: by confirming your email address, writing reviews, uploading images, purchasing products, participating in some of our special promotions, and other methods.

How do I use my points?

You can use points at the checkout page: First, sign in to your account, and add all the items you want to your shopping cart. Then click “PROCEED TO CHECKOUT”. When you go to the “Place Your Order” button, our system will show you how many points you can use for this order. Please note you require a minimum of 50 points.

How do I use my Gift Card?

Choose Gift Card as your payment method on the checkout page; please ensure the gift card you choose has not expired.

What kinds of payment are accepted?

We accept the following forms of secure payment:
(1) PayPal
(2) Credit card via Paypal (Visa, MasterCard, Discover, American Express, etc.) For USA customers only at the moment.
(3) Credit Card Directly
(4) Western Union
(5) Wired Transfer
(6) ZAFUL Gift Cards

What are the conditions for campaigns?

The campaigns offered on our official website:
Are only valid for orders made directly on our official website.
Are only valid for a limited amount of time; the campaign/promotion cannot be applied to orders made before or after the campaign period.

How do I register?

We recommend that you use your email address as your username, this makes it much easier to remember. Please make sure that your password is at least 6 characters in length. You can easily create your own website by clicking here to register.

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