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FAQ

Your Account

How do I create an account?

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Create an accont by clicking on the 'LOG IN' button at the top right of the website. When the dialogue box opens, you'll see the 'CREATE ACCOUNT' button next to 'SIGN IN'. Click on 'CREATE ACCOUNT' enter your details, then create a password and you're all set up. From your account you can make purchases, manage your past orders and check on the status of your current orders.

How do I reset my password?

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To reset your password click on the 'LOG IN' button at the top right of the website. You'll find "Forgot your password?" under the password box. Enter your email address and click on "Forgot your password?". We'll then send you an email to reset your password.

If you have any trouble, just get in touch at boutique@ten.co.uk and we will be happy to help you out.

Your Order

When will my order arrive?

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This depends on your location and the shipment method you have chosen. We offer Next Day and Standard options with Hermes. You can see an overview of our delivery options here. Please note times specified exclude weekends and bank holidays.

Will I receive an order confirmation?

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Yes, as soon as you have successfully placed an order on our website, you'll receive an email confirmation from us to confirm the items you've purchased and order number for your reference.

If you don't receive an email confirmation, it could be for several reasons;

- It's gone into your 'junk' folder - please check your junk folder, and if necessary amend your junk mail preferences. (We recommend checking your junk folder as the first point of action after placing an order.)

- You entered an incorrect email address at the checkout

- please get in touch with us at boutique@ten.co.uk so we can update your contact details. This will ensure that any future notifications reach you.

- Your order may have been unsuccessful - your card may have been declined or there could have been an other issue at the checkout. To find out, please get in touch with us at boutique@ten.co.uk and we'll look into it for you.

Can I cancel my order?

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Unfortunately, we are currently unable to cancel your order once it is confirmed.

If you ordered the wrong item, size or colour, we recommend you place a new order as soon as possible.

You can of course return the parcel to us – please see our Returns page here for information on how to return an order.

I just placed an order, can I make any changes?

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Unfortunately, we are currently unable to change or cancel your order once it is confirmed.

If you ordered the wrong item, size or colour, we recommend you place a new order as soon as possible.

You can of course return the parcel to us – please see our Returns page here for information on how to return an order.

Our Products

Are Ten Boutique items authentic?

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Yes, Ten Boutique is an authorised stockist for all the brands we sell, which means that all products sold at Ten Boutique are authentic. If you suspect that any items received are not authentic, please do get in touch with us at boutique@ten.co.uk and we will be able to contact the brand directly.

Will you reorder sold out items?

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If there is a specific style you would like to find out about, please get in touch with us at boutique@ten.co.uk and we will be able to let you know.

Do you offer discounts for first time customers?

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Yes we do – if you sign up to our newsletter via the footer of the website, you will receive an email containing a unique 10% off promo code to be used on your first order.

Delivery & Returns

What is your returns policy?

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- Return goods within 28 days of receiving your order. We will not be able to refund any orders returned outside this window. We ask that returns be sent back via a tracked service and that you retain a proof of postage receipt until you receive notification of your refund and/or exchange. Unfortunately we cannot refund any costs incurred from returning an item, unless the fault is with us. To exchange your unwanted item(s), please get in touch at boutique@ten.co.uk. We will then send you a Hermes returns label for you to print off, attach to your parcel and drop off. Once we've received your unwanted item, we will process your exchange.

- Refunds will be credited to the original payment method. Please allow 5 working days for the refund to be processed. Please note that this does not include the cost of the delivery.

- In some circumstances, your delivery charge may be refunded (e.g. if your entire order was faulty or incorrect).

- If goods are damaged, soiled, show signs of wear and tear, or returned without original labels on they will not be accepted for refund and will be returned to you. When trying on clothing please avoid wearing make-up, deodorant or fragrance which may leave a mark or scent.

- You are responsible for adequately packaging your returned items. Ten Boutique reserves the right to refuse returns on items which are damaged in transit as a result of inadequate packaging. Returns that are received and deemed to be in an unsellable condition will be returned to you.

- Exchanges: currently we can only exchange your product for the same product in a different colour or size. If you wish to exchange for a different style, please return your item and place a new order for the style you'd like.

Can I choose between store credit and a cash refund?

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Currently, we can only offer a refund to your original payment method or an exchange.

Can I exchange my item?

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Yes, we offer free exchanges. However, currently we can only exchange your product for the same product in a different size or colour.

If you wish to exchange for a different style, please return your item and place a new order for the style you'd like.

To exchange an item, just get in touch at boutique@ten.co.uk and let us know which item(s) you would like to exchange. We will then send you a Hermes returns label for you to print off, attach to your parcel and drop off. Once we've received your unwanted item, we will process your exchange.

Unfortunately we cannot hold items for customers so if you are worried about stock or need the different size or colour urgently, we suggest returning your item for a refund and placing a new order for the desired size or colour.

Please note: If you received a different size or colour to the one you ordered, please get in touch at boutique@ten.co.uk and we'll resolve this for you as soon as possible.

How do I return or exchange my items?

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We ask that returns be sent back via a tracked service and that you retain a proof of postage receipt until you receive notification of your refund and/or exchange. Unfortunately we cannot refund any costs incurred from returning an item, unless the fault is with us.

To exchange your unwanted item(s), please get in touch at boutique@ten.co.uk. We will then send you a Hermes returns label for you to print off, attach to your parcel and drop off. Once we've received your unwanted item, we will process your exchange.

For more information please visit our Returns page here.

How long does it take to process a return?

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Once we receive your unwanted item(s), we will process your refund or exchange within 5 working days. You will receive an email confirmation as soon as this is complete.

Refunds:

Depending on your bank, the funds will be back in your account within 5-10 working days.

Exchanges:

Exchanges are sent out via standard shipping methods (2-3 working days in the UK and 3-7 working days for international orders).

For more information please see our Returns page here.

What do I do if my item is faulty?

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We're so sorry that you've received a faulty item. Please get in touch as soon as you can at boutique@ten.co.uk so we can resolve this for you.

UK delivery options

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We offer Next Day and Standard options with Hermes for UK orders. You can see an overview of our delivery options on our Delivery page here. Please note times specified exclude weekends and bank holidays.

Do you offer international shipping?

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For international shipping, please enquire at boutique@ten.co.uk.

What courier company do you use?

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For Next Day and Standard deliveries in the UK we use fully tracked Hermes services.

How do I track my order?

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As soon as your order is dispatched, you will receive an email confirmation with a tracking link so you can keep an eye on your parcel as it makes it way to you.

If you don't receive a tracking number or are having issues tracking your parcel, please contact us at boutique@ten.co.uk.

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