FREQUENTLY ASKED QUESTIONS

MY ACCOUNT

I’ve forgotten my login / my password
Click on “My Account” and then on the “Request New Password” tab. You then simply need to give your e-mail address and press “Email New Password”. A new password will be sent to you by our webmaster.

How do I change the information on my account?
Login to your “My account” using your login and password, you will then be able to modify the information of your account.

How do I unsubscribe to the newsletter?
Simply click on “unsubscribe” located at the bottom the newsletter.

How is my personal information stored in my account used?
All information of your l’asticot account is used exclusively within the framework of your transactions with l’asticot.

 

ORDERS

Where is the shopping basket of my order?
Your shopping cart is at the top right hand corner of the home page. When you click on “My cart”, you are immediately directed to the detailed summary of your shopping cart.

How do I add articles to my cart?
Click on the articles which you like, and you will automatically go the product page on which you may have to select the possible options of size and color, as well as the quantity. Then click on the button “Add to cart” and your article will be added automatically to your cart. You can then continue your order by identifying yourself or choosing to continue your shopping on the site. At any time, you have access to your cart at top of the page.

How can I place my order?
You can place your order on www.lasticot.com Internet 24 hours a day, 7 days a week.

Which size do I choose for clothes or shoes?
Go to our size guide available on the product page.

What do the prices shown represent?
All our prices are shown in Swiss Francs including VAT.

How to know if the products are available?
Products are available within the limit of stocks available. Nevertheless, availability can vary during the same day according to the level of sales. If l’asticot cannot deliver an ordered product, we are committed to informing you as fast as possible.

Is it possible to modify or cancel my order if I made a mistake?
That depends on how far your order has been processed. Please contact our Customer Service Center as soon as possible by e-mail: eshop@lasticot.com or by phone, +41 22 731 12 60, Monday to Friday from 10 am to 5 pm. Please give us your order number and the product(s) reference.

How do I know if my order has been taken accepted?
After having confirmed your order and proceeded to pay using secure payment, a confirmation e-mail will be sent to you. It includes a summary of the order, the item(s), the quantity, the price of the selected products, the payment method and the delivery address.

Can I find the details of my order?
You have the possibility of finding the details of your order, but also of your previous orders, in your account in the section “My orders”. There you can also find your invoices and print them out.

How long does it take for my order to be dispatched?
In theory, any order placed before 12h is processed the same day. However the preparation and processing time of an order may take longer, depending on the ordered articles, and may require between 1 and 2 working days. As soon as your order is ready to be dispatched, you will receive a confirmation by e-mail, from that moment, you can take into account the times given by the shipping companies.

 

PAYMENT

What forms of payment does l’asticot accept?
L’asticot allows you to pay online with the following credit cards: Visa, MasterCard, American Express. We also accept Post Card as well as payments via Paypal.

Are the payments by card really protected?
Transactions on www.lasticot.com are secured by the Paypal payment system www.paypal.com. PayPal automatically encrypts confidential data between your computer and the PayPal system with a length of encryption key of 128 bits (the highest currently available on the market) and the Secure Sockets Layer (SSL) Protocol. This data cannot be detected, intercepted or used by third parties. It is not stored on our computer systems. PayPal is a technical provider is not responsible for any claims relevant to the orders. For more information about Paypal you can log on www.paypal.com.

 

DELIVERY

Where does l’asticot deliver to?
L’asticot will deliver to anywhere in the world. Please check our “Shipping” link on the product page for conditions and costs of delivery to a given country.

Which shipping providers does l’asticot use?
We deliver via DPD for Swiss shipping and via Swiss Post for international shipping.

What are the shipping costs?
Delivery costs are calculated automatically according to the place of delivery, the weight and the total volume of the ordered articles. For each order, we indicate the exact amount of the delivery costs to you once you have selected the address of delivery, before the confirmation of your order.

What happens if nobody is there to take delivery of the parcel?
In the event of absence, DPD will leave you a delivery notice in your mailbox which will enable you to collect your parcel. In the event of the item not being collected within the time limits stated by the transporter, the products will be returned to l’asticot.

How is my order packed?
The articles are packed in either an envelope or a carton box.

What do I do if something is missing or damaged from my parcel?
In the event of a delivery problem with your order, contact our Customer Service Center as quickly as possible to inform us of it, via email (eshop@lasticot.com) or by telephone +41 22 731 12 60.

 

PROMOTIONAL CODE

How do I use my promotional code?
Make sure that the promotional code you have has not expired. Promotional codes are only valid on the products specified on the www.lasticot.com site. A code is usable only once per person and is not refundable. You can apply only one code at a time. If you have a l’asticot promotional code, you can indicate it to us on the shopping cart page in the “Promotional Code” area.

 

RETURNS/REFUNDS

How do I return an article ordered on the site?
You have 10 days from the receipt of the goods to announce to us your intention to return the product(s) and your reason for its (their) return. Your request for return must be carried out by writing to Customer Service (eshop@lasticot.com).
Returned items must be in their original state and in their original packing, accompanied by the documents annexed thereto (operating instructions, etc..) as well as a copy of the invoice or packing slip. The cost of returning the product is at your charge.

The amount will be credited to his account within 10 days after receipt of the goods checked.

Which articles ordered on the site can be returned?
All the products on the site can be returned, except those marked on the contrary. Returned products must be intact, in a perfect state for resale, and in their original packaging. They cannot have been worn, used or to have suffered even minimum deterioration, and must be in a state of perfect cleanliness. Any product which is damaged, incomplete, or whose original packing is deteriorated, will be neither refunded nor exchanged.

What happens to my returned items?
Upon reception of your returned parcel and its validation by our Customer Service, you will receive a confirmation e-mail of your item having been returned. Next l’asticot will create a credit note for the amount which will communicate it by e-mail.

How does my credit note work?
Your credit note is valid for 6 months, for all collections on our www.lasticot.com site.

Can I ask for the refund of my credit note?
You can request a refund of your credit note at any time during its period of validity. L’asticot is committed to refunding you by re-crediting your bank account within 30 days.

 

CUSTOMER SERVICE

How do I contact customer service?
If you wish to contact our Customer Service Center, you can contact us:

  • by sending an email to: eshop@lasticot.com
  • by calling us from Monday to Friday, except public holidays,
    from 10 am to 5 pm at +41 22 731 12 60

How can I have access to your terms & conditions?
The l’asticot Terms & Conditions are accessible directly at the bottom of the home page under “Terms & Conditions”. are accessible directly in the menu « +info » to the left of the homepage on the www.lasticot.com website.