GENERAL QUESTIONS

1- How do I order?

To place an order on dotdropsparis.fr, simply browse our catalogue. You can view our items either by product type or collection.
Choose the items you would like to purchase by clicking on "Add to shopping cart". Once your products are in the shopping cart, check its content by clicking on the shopping cart and then follow the instructions by clicking the "Place your Order" button.


2- How do I return a product?

If you wish to exchange your product or products, the return carriage costs will be born entirely by you.

You must firstly obtain permission to return the item by sending an email to contact@dotdrops.fr entitled “Exchange /Return”. In our reply, we will send you a Confirmation of Return Number.

You should then send your product back to us (following the instructions which will be sent to you in the product return authorisation), within a period of 14 days following the date of receipt of the return slip. When we receive your item, we will credit the value of the item or items returned to your bank account within 30 days.

If this return is result of an error on our part, we will reimburse you for the total value of your order and your return postage costs will also be reimbursed to you in full upon presentation of a receipt for the return carriage costs, which you must request from the post office and enclose with the parcel. If this receipt is not included with your parcel, a reimbursement will not be issued to you and may not be claimed subsequently.


3- What are the different delivery times & methods?

Your order will be processed within 48 working hours (from Tuesday to Saturday, inclusive). The shipment times are also 48 working hours (from Monday to Friday) maximum with our haulier Colissimo for France, 4-5 days for Europe and 8 days for the rest of the world.

 

4- How long will it take to dispatch my order?

Your order will be processed in 48 working hours (from Tuesday to Saturday, inclusive).
You may track your delivery at any time thanks to the parcel number shown in the email, by connecting to the following website: www.colissimo.fr .


5- How much are the delivery charges?

Please see the "Delivery" page.


6- How can I be kept informed of the state of progress with my order?

You can track progress with your order at any time by connecting to the following website: www.colissimo.fr.


7- How long do I have to return a product?

Pursuant to the Distance Selling regulations, you have a legal cooling-off period of 7 days. Upon receipt of your return slip, you have 7 days to send back the products purchased over the Internet. 


8- How much will it cost me to return the product?

If this return is due to an error on our part, we will reimburse you upon presentation of the receipt for the return carriage costs.
If you are unsatisfied with your product however, the carriage costs for the return will be borne by you and will vary according to the weight of your parcel.


9- By which payment method will I be reimbursed?

The bank card you used to make your purchase will be re-credited by our payment services provider PayPal within 30 days.
Moreover, it is expressly stipulated that reimbursements may only be issued to the Client having paid the order price, even in the event that the recipient of the order is different from the initial Client.


10- Is the payment process secure?

Payment is totally secure thanks to the online payment system provided by our payment services provider PayPal.
Your bank details only transit via the Internet in encrypted form, i.e. they are encoded in such a way as to make them totally illegible. When you connect to the online payment site at the end of the order process, you will see the lock symbol appear in your browser, informing you that the transaction is secure.
Finally, the confidential data pertaining to your means of payment is never in our possession. This is only made available to our payment services provider PayPal to perform the bank transactions with your bank.


11- What should I do if I'm not at home at the time of delivery? 

With Chronopost, the parcel is delivered directly to your home and if you're not at home at that time a calling card will be left in your letterbox. This card will state the time and date the postman called and the post office from which you can collect the parcel. You must then go to the post office with the calling card left behind by the postman and proof of your identity to collect it.


12- Is it possible to cancel or modify an order?

You have the possibility to cancel or modify an order if it has not yet been dispatched from our warehouse.
Any possible order modifications by the Client will be taken into account the same day on condition that they are notified by email, sent to the following address contact@dotdrops.fr before the scheduled dispatch date for your order.


13- What are the dispatch and delivery lead times?

Your order will be prepared in a maximum of 48 working hours in our warehouses and then transferred to the haulier.
After the transfer of your order to the haulier, the delivery time with Colissimo is 48 hours for France, 4-5 days for Europe and 8 days for the rest of the world.


14- How can I check where my parcel is?

We will send you an email when your parcel is shipped, with a link enabling you to track the delivery of your parcel via the following website: www.colissimo.fr.

 

15- I placed my order more than a week ago and my parcel still hasn't arrived. What should I do?

Please contact us at the following address: contact@dotdrops.fr with our order references. We will get back to you as soon as possible with new information.

 

16- I have received my product but it is damaged/defective. What should I do?

If you notice that the parcel is damaged at the time of delivery, please refuse this delivery.

If the product is found to be defective, we will send you a postage-paid return slip to send back the parcel. Please inform us of the problem by contacting the following email address contact@dotdrops.fr.

 

17- I haven't received your order confirmation and confirmation of dispatch emails?

These emails may have gone into the "junk mail" or "spam" folders on your email program. These have today become increasingly sensitive in order to offer enhanced privacy protection for their users and may identify any emails from addresses which are not in your contact list (for example) as possible spam. We advise that you authorise the domain name ...@dotdrops.fr and/or the addresses contact@dotdrops.fr and boutique@dotdrops.fr in your antispam system and/or email program.

 

18- I'm hesitating between 2 sizes. How should I choose?

Are you looking for a suitcase to go away for a weekend or for a business trip? A cabin bag offers the best solution to your requirements.
Are you looking for a suitcase for a short holiday (a week / 10 days)? The Medium will be perfect for you.
Finally, if you are planning a long trip (two weeks and upwards) choose the Large.

 

 

QUESTIONS ON HOW TO CONTACT US

1-  How can I contact the company DOT-DROPS®?

 Simply write to the following email address: contact@dotdrops.fr  to contact our company. This address can be used for corporate information, for the brand and for the press.

 

2- I have a question concerning the after sales service or warranty for a DOT-DROPS® product?

 If you have purchased a DOT-DROPS® product from one of its shops or resellers, please send your question to the following address: contact@dotdrops.fr


3- How can I contact the Customer Service Department of the dotdropsparis.fr website?

The Customer Service Department for our website can be contacted in two different ways:
- Either by sending your question to contact@dotdrops.fr
- Or by contacting us by telephone on +33143546215



QUESTIONS CONCERNING DOT-DROPS®

1-How long has the DOT-DROPS® brand existed?

Please see the "About us" page

 

2- Where can I get more news about DOT-DROPS®?

 For further information about DOT-DROPS, you'll find it on the social networks:

Our Facebook page

Our Twitter page



3- What is the quality of your goods like?

All of the items shipped to you undergo a detailed quality inspection. They meet the strictest solidity standards to guarantee maximum security when travelling.

If however, at the time of delivery you notice a defect for any reason, please do not hesitate to return it to us by contacting us at contact@dotdrops.fr.


4-Where can I find the address of a store or reseller? 

 To obtain the addresses of our resellers, please contact us via contact@dotdrops.fr.




GENERAL QUESTIONS ABOUT dotdrops.fr

1- Which payment methods are accepted?

We currently propose three payment methods by bankcard: Visa, Mastercard, Discover and American Express.

All payments are fully secure and provided via our payment services provider PAYPAL.


2- What are the availability levels of your products?

All of the proposed products are available in stock in order to guarantee optimal service and speedy delivery. 
All orders placed are processed and shipped within 48 working hours (from Monday to Saturday).


3- Why should I create an account?

We need information to enable us to process your orders and to communicate with you. This information concerns your last name and first name, your delivery and invoicing addresses and your email.
Furthermore, this will enable you to track your orders and your parcel by logging in to your account.
All of your account information will only be used for our commercial relationship. This information is never shared with third parties or resold.
You can modify this information as you wish and upon request you can also ask to be deleted from our databases. 


4- What happens to my named and personal data?

The information you supply to us for processing your order is only used as part of our business relationship. Under no circumstances will this information be shared with third parties or resold.
Pursuant to the French data protection act of January 6, 1978, you have a right to access and rectify the personal data concerning you.

Concerning your banking information (bank cards) this is only used for your payment via our secure payment services provider PayPal. We are not in possession of this information.


5- Can I use your photos or texts on my website?

All content shown on the dotdropsparis.fr website (text, designs, drawings, programs, photographs, names, logos, brands, trademarks, intellectual works, databases, etc.) is protected by the provisions of the French Intellectual Property Code. Outside France, this content benefits from copyright protection in all signatory states of the Bern Convention. 

Pursuant to the Intellectual Property Code, any reproduction, representation, modification, adaptation, distribution, and/or translation of any content from the dotdropsparis.fr website, whether in whole or in part, on any medium whatsoever (electronic, paper, etc.) is strictly prohibited without the express prior authorisation of the company Dot-Drops.
Any usage not expressly authorised will constitute a violation of copyright and an infringement of intellectual property rights in application of articles L 335-2 and following of the Intellectual Property Code.  It may also constitute an act of unfair competition in accordance with article 1382 of the Civil Code and a violation of rights of personal portrayal and/or personality rights under the terms of article 9 of the same code.
The company Dot-Drops reserves the right to take legal action for civil and/or criminal liability against any person failing to comply with these requirements.

 

6- How can I change the display language of the website?

To change the language all you need to do is click on the lower left hand corner of the website and choose your language from the list which is then displayed.

 

7- How closely to the colours of the DOT-DROPS® products in the photos match the actual colours?

We always try to ensure that the photos displayed on our website reflect the real product as closely as possible. However, we cannot guarantee that the quality and colour profile of your screen will precisely reflect the actual colour of the product.



QUESTIONS DOT-DROPS® PRODUCTS

1- How should I maintain my luggage?

The materials we use require very little upkeep. Nevertheless, when necessary any possible stains should be removed with soapy water (brush or cloth).


2- What should I do if my baggage is damaged or ruined during a trip?

The transport company (airline, rail company, maritime or road transport provider) are solely liable for any possible damage or losses caused to your luggage or its contents while it is in their care. In the event of damage or losses, it is vital to submit a complaint to the company before leaving the airport, bus or coach station, maritime terminal or railway station in order to be eligible for compensation.    


3- What are the warranty conditions for your products and how long is the warranty period?

Our luggage is guaranteed for 3 years against material defects and/or manufacturing defects under normal usage conditions. If during this period the luggage in question is found to be defective, we will repair or replace it at no cost.

The "Chapter 4" collection benefits from a 2-year warranty extension, with all items from this collection therefore being covered for 5 years.

 

4- How does the warranty operate?

We will examine your product to determine whether the warranty applies and whether the product can be repaired. If the product can be repaired, it will be repaired at our cost and will be returned to you. If it cannot be repaired and the model in question is still in stock, we will send you a new one. If the product is no longer being produced, you will receive a credit note to purchase another.

 

5- What is covered by the warranty?

The warranty covers all manufacturing defects or quality problems.
If the problem results from abnormal wear arising from the incorrect use of the product or from inappropriate modifications / repairs, the warranty will not cover the cost of the repair or replacement of the product. 

If your product has been the victim of poor handling during transportation, in this scenario please directly contact the transport company as it is insured against damage to your product.

 

6- My luggage has been lost or stolen during air transport. What should I do?

When the late arrival (or loss) of your luggage is discovered, you should declare this to the airline’s baggage department, if possible before leaving the airport, using a special form which will make it possible to carry out a search and which will constitute written evidence in support of your complaint or claim. You should then attach the form for the declaration to the airline company’s Customer Services Department or Baggage Claims department along with the request for compensation, sending this by registered letter with proof of receipt accompanied by all items of proof confirming your flight (a copy of the ticket, of the baggage label and boarding card). Sending everything by registered letter with proof of receipt will enable you to establish your claim and provide proof that this has been sent to the airline company.

How long do I have to declare the loss?
Article 31 of the Montreal Convention provides a contestation period of 21 days as from the date on which the luggage was handed over. After this period, the complaint or claim against the carrier (except in the event of fraud on the part of the latter) will not be accepted.
Additionally, any legal action against the carrier must be initiated within the two years following the plane's arrival at the destination.

How much compensation will I receive?
A passenger requesting compensation must prove the existence and value of his loss by all means including purchase receipts and invoices, written confirmations, etc. You should draw up a list of the contents of your luggage, which should be as precise as possible. When your claim has been logged, you can track your application online using the World Tracer tool.
Compensation is generally limited to €1130. The airline company will assess the justification of the claim and reimburse you.

And what if I'm insured?
If you are covered for the loss or theft of your luggage, don't forget to report this to your insurance company within the five days following the incident (two days in the event of theft). Such cover is usually included in travel insurance policies but also in the various services associated with a credit card: check with your bank.
Finally, if one or several bank cards were in your luggage, contact your bank immediately to cancel them. The national hotline number for lost bank cards is 0 892 705 705 (€0.34 per minute inclusive of VAT).

If your suitcase is eventually returned but you have incurred costs for urgent necessities (hygiene products, clothing, etc.) the cost of these can be partly covered by the airline company responsible for the loss. In order to qualify for possible compensation, ensure that you keep the receipts and invoices for your purchases.


7- My luggage is no longer under warranty. What should I do?

Contact us by sending a photo of your product to: contact@dotdrops.fr. We will send you an estimate for carrying out the necessary repairs, as soon as possible.

 

 

If you are unable to find an answer to your question here, please contact us at contact@dotdrops.fr and we will get back to you as soon as possible.