I'M NOT SURE IF MY ORDER WENT THROUGH?

If you're not sure that your order has been placed, the first thing you need to do is check your inbox. We automatically send you a confirmation receipt once an order has been successfully received. This should never take more than an hour to arrive. In most cases, it will arrive within minutes. If you can't find your order in your inbox, we recommend that you also check your junk mail as it could have ended up there.

If you can't find an email confirmation, then please email our customer care team at customerservice@les100ciels.com, including as many details as possible and we'll respond within 4 working hours.

You can also call your bank to check if a payment has been taken from your card.

MY PAYMENT KEEPS BEING DECLINED?

This can happen for a number of reasons. Try checking the card details are correct (it’s not out of date etc) and your billing address is the same one the card is registered to.

If the problem persists, enter the details of another card and try that.

We're probably unlikely to be able to help you on this one, but if you want us to try, email our customer care team at customerservice@les100ciels.com, including as many details as possible and we'll respond within 4 hours.

HOW SECURE IS YOUR SITE?

Very. We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times.

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:

Authentication - this ensures your browser that your data is being sent to the correct computer server, and that the server is secure

Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server

Data Integrity - this checks the data being transferred to ensure it has not been altered

Our Guarantee... In the unlikely event that your card is used fraudulently, your bank or card issuer cannot hold you liable for more than £50.00 of fraudulent charges. If for any reason your bank or card issuer does hold you liable we will cover you for the liability up to the full £50.00, provided the unauthorised use of your card resulted through no fault of your own from purchases made at les100ciels.com whilst using the secure server. In the unlikely incidence of unauthorised use of your card you must report the incident immediately to your credit card provider in order to qualify for security protection.