Frequently Asked Questions

Placing an Order

• Place an Order.
  To place an order select the model, colour and size by clicking on the “Add to Cart”. Once you are done selecting all the models you would like to purchase click on “Cart” at the top right of the page of our website.

  When in the cart, you can review your order, modify the quantities and delete an article if needed. Once you have checked the information in your cart, click on “Confirm order”.

  After this step, you can log in to your account and fill out the details or create an account. If you prefer not to create an account you can choose to place an order without creating an account.

  Select your shipping method and proceed to payment with the payment method of your choice.

• What payment options are available?
  Our website offers the following payment methods : credit card, debit card, bank transfer, PayPal and payment in instalments.

• Pre-order and availability date of pre-order models.
  When a model is available as pre-order on the product page, this means that the product is currently produced and is being delivered to our warehouse.

  All pre-order models have a shipment date visible on the product page. If there are delays in relation to the shipment date you will be notified via email.

• Modification of an order.
  If your order has been placed within the last 24 hours, you can send an email to customer-service@regardeleciel.com. Our customer service team will help you adjust the order.

  If your order has been placed more than 24 hours ago, you can send an email to customer-service@regardeleciel.com. Our customer service team will help you adjust the order. For orders placed more than 24 hours ago we cannot guarantee the possibility of modifying your order. It is possible your order has already been shipped.

  If a modification is not possible, you can return your order and we will then process the modification for you.

• Confirmation of an order.
  After completing the purchasing process and completing payment for your order, you will receive a confirmation email. This confirmation email contains a summary of your order, including the models and the shipping address.

  If you do not receive the confirmation order to your email address, contact us at customer-service@regardeleciel.com. Our customer service team will send you a copy.

• Cancel an order.
  If your order has been placed within the last 24 hours, you can send an email to customer-service@regardeleciel.com. Our customer service team will cancel your order and proceed to a refund.

  If your order has been placed more than 24 hours ago, you can send an email to customer-service@regardeleciel.com. For orders placed more than 24 hours ago we cannot guarantee the cancelling of your order. It is possible your order has already been shipped.

  If a cancelation is not possible, you can return your order and we will then proceed to a refund. However, please note that the shipping costs will not be refunded.

• Availability of a model on our website.
  If a model is not available or a model is not available in the size you are looking to purchase, it is likely that the model is not available in stock. Please contact us at customer-service@regardeleciel.com and our customer service team will check availability of the model and/or inform a retailer in the area that carries the model.
• Availability of a model in a retailer shop.
  If you do not find a model available on our website, or you prefer to purchase the model in a store please contact us at customer-service@regardeleciel.com with the name of the model and your location. Our customer service team will help you locate the model in a store.

   

2. Delivery and Tracking of an Order

• Countries of Delivery
  Regarde Le Ciel ships worldwide. Your order is shipped from Barcelona, Spain and delivered to the address you input during check out.
  We do not ship to PO Boxes.

• Shipping Costs
  Shipping costs are calculated based on yout country of delivery and value of order.
  
  Shipping costs:
  PENDING TO RE_EVALUATE

• Custom Fees
  All orders are shipped from our warehouse in Barcelona, Spain.
  
  For countries in the European Union, no custom fees apply.
  
  For UK customs fees will be applied by Customs of the country.
  
  For USA customs fees will be applied by Customs of the country.
  
  For other countries, customs fees may be applied by Customs of the country. Customs fare varies depending on the country of delivery.

• Delivery Time
  Orders with delivery to Spain take 2-3 business days.
  Orders with delivery to Europe take 3-5 business days.
  International delivery takes a maximum of 6 to 7 business days.
  
  In case of pre-order models the delivery date is indicated on the product page on the website.

• Showroom Pick up in Barcelona, Spain
  You can choose to pick up your order at our showroom in Barcelona at: Calle La Granja 5-7, 08024, Barcelona. In order to pick up an order send an email to customer-service@regardeleciel.com to arrange a pick up date and time.
  
  Pick up can usually be done 24 hours after completing the order.

• Carrier and tracking information for an order
  All packages are sent with DHL Parcel or DHL Express.
  
  Once an order has been processed and shipped, DHL will send an email with the tracking information.

• Absent during delivery
  All deliveries must be signed on arrival by the recipient. If the recipient is absent at the time of delivery, DHL will attempt a second delivery the following business day.
  
  It is possible for you to select a new delivery date that suits your schedule. This option is available via the tracking link you receive from DHL.

3. Returns

• a.The product has a defect
  If your product has a defect upon delivery, we invite you to send us the name of the model and photos of the problem to customer-service@regardeleciel.com. Our customer service team will offer you a solution.
  
  
• b. Exchange a model
  Exchange a model at our Showroom in Barcelona. You can return your items purchased online at our Showroom in Barcelona. Returns at our showroom are free and the return period is 15 days from the date of delivery. If you wish to return a purchase at our showroom please get in contact with us at customer-service@regardeleciel.com.
  
  Exchange sending. You can return or exchange your items purchased online by return sending. The return period is 15 days from the date of delivery. If you wish to return a purchase please get in contact with us at customer-service@regardeleciel.com by sending the following information : name, purchase order reference, item code and size. In case of an exchange you must also specify the new model, colour and size.
  
  The exchange shipping costs are to be paid by the customer.
  
  The return address is: Regarde Le Ciel, Calle La Granja 5-7, 08024 Barcelona, Spain.

• C. Return a model
  Return a model at our Showroom in Barcelona. You can return your items purchased online at our Showroom in Barcelona. Returns at our showroom are free and the return period is 15 days from the date of delivery. If you wish to return a purchase at our showroom please get in contact with us at customer-service@regardeleciel.com.
  
  Return sending. You can return or exchange your items purchased online by return sending. The return period is 15 days from the date of delivery. If you wish to return a purchase please get in contact with us at customer-service@regardeleciel.com by sending the following information : name, purchase order reference, item code and size.
  
  The return shipping costs are to be paid by the customer.
  
  The return address is: Regarde Le Ciel, Calle La Granja 5-7, 08024 Barcelona, Spain.

• Responsibility of a return
  The responsibility of the package is of the customer until the package has been received by Regarde Le Ciel. This includes responsibility for returning packages during shipment.

• Refund
  A refund is issued within 7 days after receiving the returned package. We make every effort to ensure a refund is issued as soon as possible.
  
  The amount is refunded in the same way as initial payment used to complete the order.

4. Payment Methods

• What payment options are available?
  Our website offers the following payment methods : credit card, debit card, bank transfer, PayPal and payment in instalments.

• b) Secure Payments
  All payments made on our website are secure. Regarde Le Ciel does not store any of your personal data.

• c) What currencies are available for payment?
  The website accepts Euros, Pounds and USD.

• d) Can I receive an invoice?
  When you place an order you receive a confirmation order email. This contains the invoice.
  
  If you do not receive the confirmation order to your email address, contact us at customer-service@regardeleciel.com. Our customer service team will send you a copy