General
How do I order?
Add your Sweet Laces to the shopping cart and then follow the instructions below:
– Start the checkout process
– Log in / register with your e-mail and password or use the guest control
– Choose your preferred payment method
– Check your order and confirm
You’re done!
How do I create an account?
Click on the button at the top right of our website, then click on “Create an account”. Creating an account gives you access to your order history and personal information.
I've forgotten my password
When you log in, you can check the “forgot password” option. Within a few minutes, you’ll receive an e-mail that will enable you to set your new password.
Can I order from outside France?
Of course, you can also order from outside Europe. We deliver worldwide!
The order or payment process has been cancelled. What happens next?
If you haven’t received an order confirmation e-mail, the order hasn’t been processed and the money hasn’t been reserved via the chosen payment method.
In this case, we recommend that you try ordering with another payment method or from another browser.
Are payments secure?
We work with a French bank (Banque Populaire) and two companies specializing in Internet transactions (Paypal & Payplug) which encrypt all your bank details.
I wish to cancel my order
If your order has not yet been processed by our teams, we can cancel it and reimburse you.
In this case, please contact us as soon as possible by e-mail at [email protected] or by telephone on +33 7 80 97 09 96. If the order has already been dispatched by our teams, it will unfortunately no longer be possible to cancel it.
In this case, if you do not wish to keep your items, you can return them to us under certain conditions.
How do I subscribe to the newsletter?
You can subscribe to our newsletter to receive previews of new products and exclusive offers from the home page of the site, at the bottom right-hand corner. All you have to do is enter your e-mail address in the box provided, then click on “subscribe”.
Duties & Taxes
International orders (shipments outside the EU) may be subject to customs or import duties once the order reaches its destination country. Unfortunately, we do not cover the cost of import duties and taxes, so each buyer must assume responsibility for these potential additional costs. As import duties and taxes vary from country to country, we recommend that you contact your local customs office for further information before placing an order.
I haven't received my order confirmation or tracking number.
Our emails may land in the spam folder, please check this now and if you still can’t find them, please contact us on hello@sweet–laces.com or by phone on +33 7 80 97 09 96.
Products
What is the quality of the laces?
Sweet Laces took over a year to develop. We take great pride in the quality control of our products.
In this way, we can guarantee unparalleled quality.
Are the laces washable?
Absolutely. All our laces are washable.
– Machine wash on gentle cycle
– Hand wash
Do the laces fit any pair of sneakers?
We’ve come up with 65 different shades and 4 different sizes for each shade.
We’re sure you’ll find the perfect laces for your sneakers.
Which size to choose?
There’s an easy-to-follow sizing guide. For example, just count the number of eyelets on your pair. You can also adjust the size of your laces to suit your style.
Delivery & Returns
How long will it take to receive my order?
We put a lot of love into processing your orders and making sure they meet your expectations.
You’ll usually receive your order:
– 48 hours after we have processed it if you are in France.
– 2 to 5 days after we have processed it if you are in Europe.
– 6 to 12 days after we have processed it if you are in the rest of the world.
However, our service providers may encounter difficulties, in which case we are not responsible for the final delivery time.
Which countries are covered by international registered letter with signature?
The following countries are concerned:
Albanie, Allemagne, Autriche, Belgique, Canada, Corée, Danemark, Espagne, Estonie, Etats-Unis, Finlande, Grèce, Hong-Kong, Hongrie, Irlande, Islande, Italie, Japon, Lettonie, Lituanie, Luxembourg, Malaisie, Mali, Malte, Maroc, Mexique, Norvège, Pays-Bas, Pologne, Portugal, Qatar, Roumanie, Royaume-Uni, Serbie, Singapour, Slovaquie, Slovénie, Suède, Suisse, République Tchèque, Thaïlande, Togo, Turquie (list subject to change)
Can I track my order?
Yes, once you have placed your order, you will automatically receive a tracking number assigned to your parcel, along with instructions on how to track it.
Why is my order late? What can I do?
Your delivery may be delayed for various reasons (weather, traffic, unforeseen circumstances, etc.).
We strongly advise you to check your mailbox in this case. We’ll be sure to give you information on this subject on the e-mail address you’ve entered as soon as we have it.
You can also contact Customer Service if necessary.
Am I sure to receive my order?
A tracking number is automatically assigned to your order.
So you can track the progress of your parcel.
This is to guarantee you and us a secure shipment and to ensure that you receive your parcel in the best possible condition.
Do I have to be at home to receive my parcel?
No.
The format of our parcels is such that they slip easily into your letterbox.
Can I return my order?
Of course. You have 14 days to return your laces after receiving your order.
However, please note our return policy.
The laces must be in their original packaging, undamaged and unopened.
You are naturally responsible for any return shipping costs.
I made a mistake in the delivery address
If you’ve entered the wrong delivery address, we may still be able to change it, depending on whether or not your order has been processed by our team.
If it has been processed, we will unfortunately no longer be able to modify it. Otherwise, we will do our utmost to correct the error.
Please do not hesitate to contact us at [email protected] or by telephone on +33 7 80 97 09 96 to let us know as soon as possible.
