FAQ's

Welcome to our FAQ. We are very happy to count you among our customers. We have tried to answer the most common questions.

Frequently Asked Questions

Shipping & return

What are the return conditions in your store?

You can return an item within 14 days of receiving your order. To benefit from a return on your order, your item must be unused and in the same condition as you received it. It must also be in the original packaging in order to be sent back at your expense to the address we will provide you.

What are the items that cannot be returned?

There are several types of products that cannot be returned. We do not accept returns on intimate or sanitary products. Gift cards are also items that cannot be returned. Please consult our online return policy for more details.

What is the processing time for refunds?

If your refund request is approved, it will be processed and a credit will be automatically applied to your credit card or original payment method within a certain timeframe. This timeframe is not dependent on us. And we will notify you as soon as the refund process is initiated on our side.

What happens if I receive a damaged or defective product?

If your product arrives damaged or defective, please contact our customer service to return the item within 14 days of receipt.

How can I track the status of my return?

Once your return is processed, you will receive a confirmation email. You can also track the status of your order in the "My Orders" section of your account.

Can I cancel or modify a return request?

Yes, you can cancel or update your return request through your account dashboard, provided that the return has not yet been shipped or processed.

Here are some of the most frequently asked questions regarding orders

Orders

How to place an order?

  1. Log in or sign up if this is your first visit by clicking on the profile icon located at the top right of the main menu.
  2. Browse our electronic products, select the ones you wish to purchase, and add them to your cart.
  3. Once you have selected all your items, go to your cart to finalize your order.
  4. Choose your payment method (credit card, PayPal, or bank transfer).
  5. If you have a promo code, you can enter it at checkout.
  6. Enter your delivery address and confirm your order.
  7. You will receive a confirmation email in the next few minutes, and our delivery team will call you to confirm the details of your order.
  8. You can track the status of your order in the "My Orders" section.

Can I place an order by phone?

For security reasons, you cannot place an order by phone only. However, you can contact our customer service for assistance in placing your order online.

What happens if I can't order on the site?

It may be a temporary problem. We advise you to try again later. If the problem persists, do not hesitate to contact our support team for assistance.

How to remove an item from my cart?

  1. Click on the cart icon at the top right of the menu.
  2. Under each item in your cart, click the "Remove" button to delete it.

Why can't I find an item in my cart?

The items added to your cart are not reserved. If an item disappears, it is probably due to high demand. We recommend that you complete your order quickly.

I did not receive a confirmation email for the order. What should I do?

  1. Check your "Spam" or "Junk" folder.
  2. Verify that the email address linked to your account is correct.
  3. If you still cannot find the confirmation email, check the status of your order in the "My Orders" section or contact our customer service.

Can I change my order?

Once your order is confirmed, you can no longer modify it (size, payment method, or delivery address). If applicable, you can cancel the order if it has not yet been processed.

Why was my order canceled?

If your order has been canceled, this may be due to stock issues, packaging errors, or the absence of confirmation by a call from our delivery service within the required time frame.

What should I do if I receive a damaged package?

If your package is damaged, please contact us immediately. You can return damaged items for free using the return documents provided with your order.

Below you will find the most frequently asked questions regarding our products

Products

Are all the products offered by Sacvoyageur original?

Absolutely. We are committed to offering only 100% authentic and original products. We take all necessary measures to ensure that we source high-quality items from trusted suppliers.

How can I check if a product is still in stock?

It happens that our most requested items are out of stock. If an item is out of stock, it will be clearly indicated "Out of stock" in the product details, and it will not be possible to add it to your cart.

Are all the products offered by Sacvoyageur brand new?

Yes, Sacvoyageur only offers new products to all its customers.

How can I be informed about the new arrivals of Sacvoyageur?

You just need to sign up for the Sacvoyageur newsletter. This way, you will be among the first to be alerted about new stocks, promotions, and exclusive offers that are intended for you.

Below you will find the most frequently asked questions regarding our payment methods.

Payment methods

What are the different payment methods on Sacvoyageur?

Sacvoyageur offers several 100% secure and fee-free payment methods to complete your order: 1. Credit cards (Visa, MasterCard, American Express, etc.) 2. PayPal 3. Apple Pay 4. Google Pay 5. Shopify Payments

What should I do if a payment method is not available?

If a payment method is not available for one of the aforementioned reasons, you will need to select another available payment option to complete your order.

Can I use two payment methods for the same order?

No, you can only select one payment method for the same order.

How to pay with a mobile wallet (PayPal, Google Pay, etc.)?

You just need to select the mobile or PayPal option at the time of payment and follow the on-screen instructions to complete the transaction.

Once the payment is made, you will receive a confirmation email and our customer service will contact you quickly to arrange your delivery.

Is electronic payment on Sacvoyageur secure?

Yes, all payments on sacvoyageur.com are 100% secure. All information provided during payment is protected and encrypted by the SSL (Secure Sockets Layer) protocol.

Don't hesitate to contact us :)

  • Free delivery

    On all your orders, with no minimum purchase.

  • 100% secure payment

    Shop securely thanks to SSL encryption technology.

  • Satisfied or refunded

    If your bag does not suit you, you have 14 days to return it to us and get a refund.

  • Customer service

    A responsive customer support, available day and night from Monday to Friday.