FREQUENTLY ASKED QUESTIONS
OUR SERVICE CONFIRMS
THAT A PRECISE ANSWER TO YOUR QUESTION IS IN THIS
• By using this site,
you recognize you have read and accepted the
present FAQ as well as the General
Conditions of Sale of the " International
Trading LTD " company without further right of
appeal. For more information, refer to the
question C25 of the present page.
To bring a solution to all
your problems, we set up this FAQ which answers
questions mostly asked by our customers. Please
read it attentively before contacting us (if the
answer to your question is already in this FAQ, we
shall not treat your demand).
A • Questions
are the offered prices so low?
is bi-monthly bulking?
are the sizes of the available
do I have to buy my articles by packs?
many pairs www.ralph-lauren-doudoune.com I buy by
I benefit a discount on grouped orders
articles remain available for a long
of stocks: how to select my
B • Questions about
to create a customer account?
to make an online payment?
do I have to choose replacing products?
I follow my purchase ?
I have an invoice?
is the cost of a cancellation of a purchase
after 7 days?
is the cost of the taxes of importation
made a mistake: I did not purchase enough
I pay with a Credit card, an Electron or Maestro
to validate my payment?
did not receive my confirmations of payment and
D • Other
forgot my password!
are your suppliers?
answer to my e-mail?
e-mail addresses like HOTMAIL work on your
of the Department of e-mail requests &
C • Questions
1 ?What are the delays and frequencies
is the delivery so long, and what is bi-monthly
national holidays: February and October
information about the expedition
company handles the delivery?
are the costs of delivery?
you deliver in the DOM-TOM and islands?
package was deposited at the post office, what
do I do?
package contains an error, what do I
have a problem with my purchase, am I
is your exchange policy?
model I purchased is not any more in
package is damaged
problems independent from our will
about the follow-up
did not receive my tracking number. When will I
model I received is not the one I purchased,
what to do ?
was my package returned to the sender?
is an error of payment, what to do?
received my package, certain articles are
missing. What to do ?
is a defect on my article, what to do?
is a problem of delivery, what to do?
is my commitment as a
A1 • Why are the offered
prices so low?
Factories making the models of
shoes, clothes and accessories of the biggest
brands of the world, produce very important
volumes. They are divided among the distributors
of the brands and the local storekeepers, helped
by the flexibility of Asiatic laws in the field of
the business and the industries. Products sold on
this website result from these same factories of
production. Thus, www.ralph-lauren-doudoune.com allows
you to have access to the most beautiful ranges of
bags, shoes, sunglasses, clothes and accessories
of top-grade quality, also notably in watches,
scarfs, belts, jewels, caps and sporting
www.ralph-lauren-doudoune.com guarantees the lowest prices on
the market for all the ranges of products, due to
the system of orders by bi-monthly
A2 • What is bi-monthly
bi-monthly bulking for all the orders, which
consists in treating the purchases by sections of
15 days. A daily inventory is realized by the
suppliers, who can then administer their stocks in
a optimal way, and guarantee in the duration the
lowest prices. Even though it www.ralph-lauren-doudoune.com make
the delay of delivery quite long, monthly bulking
is necessary to guarantee the lowest prices to all
of our clients, durably.
A3 • Which are the sizes of
the available articles?
?Shoes : Women : 36 to 40.
Men : 40 to 46*
*Except : Chanel, Gucci,
LV, D&G, and Prada : 40 to 45 for men.
?Hats, socks, sunglasses, watches,
bracelets, bags, and belts : oen size fits all.
?Shirts : S, M, L, XL
underwears : L, XL, XXL
?Jeans : 35 to 48.
Refer to the descriptions of jeans to see the
complete table of sizes.
?Rings : 8 to 23.
Refer to the descriptions of rings to see the
complete table of sizes.
A4 • Why do I have to buy
my articles by packs?
The minimum amount to order is
of 60 €, on one hand to guarantee to our suppliers
an ease of maximal operation in the management of
their stock, and on the other hand to be able to
continue to offer on www.ralph-lauren-doudoune.com the
lowest prices of the market. Consequently, it is
necessary to proceed as follows during your
1. If your purchase is an
article present in the following table, the
purchase of one single item is
Example : A pair of shoes.
2. If your purchase is an article present in
the following table :
|Ball - Basketball
|Ball - Football
|Tennis balls (pack of 3)
|Shuttlecocks (pack of 12)
Three possibilities are offered:
A- You have to accompany your order with
at least 1 article from the first
Example : 1 pair of sunglasses + 1
pair of shoes.
B- or, if you do not wish to accompany
your purchase with an article from the first
table, you have to order your article by pack.
Refer to the table N? above, to know the minimum
number of articles by categories.
Sunglasses are sold by packs of 4.
C- or, if your purchase contains 5
articles of your choice from the second table,
making your purchase of a minimum of 60€, A
and B does not apply.
Example: 1 pair
of sunglasses + 1 shirt + 1 underwear + 1 hat + 1
Example: 2 pairs of sunglasses + 2 shirts
+ 1 underwear.
A5 • How many pairs
www.ralph-lauren-doudoune.com I buy by purchase?
The number of pairs of shoes is
limited to a pack of 6 pairs maximum by home, and
by month. If however you wish to buy more than 6
pairs of shoes, please make a second order with
another address of delivery. If by mistake you
purchase 8 pairs of shoes on the same order, this
purchase will be divided into two packages (a
package of 6 pairs, and a package of 2
A6 • www.ralph-lauren-doudoune.com I
benefit a discount on grouped orders ?
It is impossible to propose
reductions on models which we already try to sell
at the most attractive price. European laws on
importations outside the EC zone oblige us to
restrict the number of pair of shoes to 6, by
address and by month.
A7 • Do articles remain
available for a long time?
It is necessary to be watchful,
updates are practically made daily. Certain
articles can pass by very fast! Sometimes without
us having enough time to warn our customers quicly
enough! Nevertheless, everything is operated so
that stocks are administered the best possible
way, and that our site is ceaselessly up to
A8 • Ends of stocks: how to
select my size?
Attention, the ends of
stocks are sold in unique sizes, clarified on the
page of the product. The ends of stocks are sold
in the unity, and so, it is impossible to choose
another size than that indicated.
B1 • How to create a
Click simply " Create an
account " on the main page. It will be asked to
you to enter your personal information, as well as
an valid e-mail address and a password.
necessary to keep your informations (e-mail
address and password). They will be asked during
your purchase, and will be indispensable in their
tracking. It is important to use the same e-mail
address for all your steps. For that reason, it is
strongly disadvised to open customer accounts for
other persons (friends, family, etc.). Your
customer account has to be a personal and private
If you have forgotten your
password, please refer to the question D1
- I forgot my password!
B2 • How to purchase ?
It's easy ! Add your chosen
articles to your basket, by respecting the
procedure of purchase told in the question A4, and
by selecting also replacing products, to counter
any potential shortage of stock.
B3 • How to make an online
With your credit card, you will
need to enter :
?The number of the card
?The three last digits on the back of the
Your banking data are coded, making your
purchase completely secure. Your order is
confirmed in the 48 to 72 hours after the
B4 • Why do I have to
choose replacing products?
To counter in the possible
shortages of stock, we encourage you to clarify
the choice of a product of replacement for each of
your articles: a field "Comments" on the page of
payment is foreseen for that purpose. Indicate us
reference and size of one or several articles of
This stage is indispensable to guarantee your
complete satisfaction, and we encourage you to
dedicate to it the biggest care. In case of
problem, the absence of second line of products
will be unfavorable: no complaint will be held by
B5 • Can I follow my
Yes, right after your
purchase is confirmed, we will send you by e-mail
a follow-up accompanied with a tracking code,
between the 10 and the 25 of every month following
B6 • Can I have an
Naturally, we establish an
invoice for every purchase. It will be sent by
e-mail, and you can also find it on your on-line
customer account on our site.
B7 • What is the cost of a
cancellation of a purchase after 7 days?
The cancellations of orders
asked beyond a period of 24 hours are impossible.
In the exceptional case where the manufacturer
accepts a cancellation, we shall agree then as a
consequence and shall grant it past this delay. In
these conditions, 15€ will be imputed to you in
supplement of the amount of your purchase to be
cancelled, to cover the
B8 • What is the cost of
the taxes of importation ?
Chinese International Frontier
Payments: Importation of commercial goods from
China. The supplier ensures the payment in advance
of the rights and the regulated Chinese taxes to
the postal conveyor and EMS-China in the next
month. These rights must be discharged by the
customer who received an order finalized before
the end of the month of the declaration of the
imports that it carried out, and declared by the
supplier in the jurisdiction of his country of
forwarding. The supplier takes part in 75% in
advance. The final amount to discharge by the
customer who placed an order cannot exceed 8$.
Web site is managed by an International
Your follow-up: complete follow-up of your order,
follow-up of enamel, tracing of your parcel.
?Backups: administration of the payments
and backup of your banking and personal data as
well as the follow-up of your deliveries (these
information are never transmitted in China or
abroad). In the event of litigation or fraud, this
information is preserved during 1 year to
facilitate the requisition of the Police and
Service of Repression of the Frauds.
Translation of the services: Chinese in French,
Spanish, German, Italian and English to bring a
better comprehension of what concretely proposes
the producers of the brands suppliers.
These services thus guarantee you to be
satisfied as well as possible, and protect your
personal and banking data to regulate your taxes
by professionals entitled to recall a swindle.
Agency Expenses :
work which increases regularly by rigorous
controls of the orders by bank card, as well as
backups of your orders :
- the Supplier
- the customer will have to pay a
tax for the company "Internet Business Trading cn
Ltd" in the Seychelles, which manages these
services in connection of the Européenne company.
- Tax Customer: 4% to regulate on average
basket of 80 euros maximum.
B9 • I made a mistake: I
did not purchase enough articles
If you made an error in the
procedure of purchase (see question
) If you made an error in the procedure
of purchase, and if your order is lower than 60 €,
an e-mail from one of our operators will be sent
A delay of 30 days maximum will be
granted to you to send us your minimum payment of
60 €, as well as the references of supplementary
articles. If this delay of 30 days came to be
exceeded without answer of your part, your
purchase will be then cancelled, and 7€ would be
retained to cover the expenses of
B10 • Can I pay with a
Credit card, an Electron or Maestro card ?
Yes, it is obviously possible
to make your payment using a card Electron or
Maestro. However, it is common that banks blocks
payments exceeding 200 € to 250 €. Thus, in case
of a purchase exceeding this amount, we advise you
to divide your purchases into several orders.
Example: Two orders of 225 € instead of one of
B11 • How to validate my
To confirm your payment, it is
indispensable to wait for the confirmation of the
server of the bank, who will confirm that the
demand of transaction was well registered. So that
this confirmation appears on the screen, it is
necessary on average to wait 5 in 15 seconds. Once
the payment is confirmed, the automatic
redirection to www.ralph-lauren-doudoune.com will
indicate that the payment is successful. It is
necessary to wait for this confirmation, without
which (if you close your browser before the end of
the process of validation, for example) you could
not receive any e-mail of confirmation, and
especially your purchase could be
B12 • I did not receive my
confirmations of payment and order !
If you ordered but did not
receive confirmation of payment, or purchase, it
is strongly likely that you made an error while
typing your e-mail address. Your e-mail address
must be informed with the biggest care, because it
will allow you to connect to your account. In case
of an error, we shall not be able to rectify it.
Nevertheless, feel reassured, your purchase
will be treated and delivered without
C1 • What are the delays
and frequencies of delivery?
www.ralph-lauren-doudoune.com use bi-monthly bulking for all
the orders, which consists in treating the
purchases by sections of 15 days. Even though it
www.ralph-lauren-doudoune.com make the delay of delivery quite
long, monthly bulking is necessary to guarantee
the lowest prices to all of our clients,
?From the beginning of the next 15 days, the
preparation of orders varies from 6 to 9 workdays
(for big volumes), and the delay of dispatch
varies between 10 and 15 working days. The maximum
total period of delivery (including the month of
monthly bulking) is 2 to 4 weeks.
?For the pairs of shoes that might me in
shortage of stock, it is necessary to take into
account 1 or 2 weeks of supplementary
This delay being independent from
our will, we will decline any complaint during
this period of waiting. Besides, the suppliers
will not make any refund during this period, and
attempt of block of transfer or fraud will be
pursued. We thank you for your
C2 • Why is the delivery so
long, and what is bi-monthly bulking?
www.ralph-lauren-doudoune.com use bi-monthly
bulking for all the orders, which consists in
treating the purchases by sections of 15 days. A
daily inventory is realized by the suppliers, who
can then administer their stocks in a optimal way,
and guarantee in the duration the lowest prices.
Even though it www.ralph-lauren-doudoune.com make the delay of
delivery quite long, monthly bulking is necessary
to guarantee the lowest prices to all of our
C3 • Chinese national
holidays: February and October
During the months of February and
October, China knows two periods of 15 days of
annual national holidays, entailing a delay in the
treatment of the purchases. Orders will be treated
by the manufacturers as soon as they return. This
delay being independent from our will, we will not
accept any complaint of waiting during this
period. The suppliers will not make any refund for
these periods of expectation, and any
attempt of block of transfer or fraud will be
C4 • Annual inventory:
We inform you that from May 1 to May
7, our suppliers will make the inventory of the
totality of their production factory.
Consequently, a delay of 15 workdays is expected
for the treatment of your purchases, additionally
to the usual delay of dispatch. Items purchased in
May will thus be dispatched in early
www.ralph-lauren-doudoune.com. Be however assured that
everything in their power is done to cancel this
delay and handle your purchases as quickly as
This delay being independent
from our will, we will decline any complaint
during this period of waiting. Besides, the
suppliers will not make any refund during this
period, and any
attempt of block of transfer or fraud will be
C5 • Important information
about the expedition
Information: The producer who
sends your orders from his site in China cannot
take into account jurisdictions of every country,
which evolves regularly and which are very complex
to follow. The customer, who is the only one
responsible for his purchase of importation of
goods from Asia via Internet, has to inquire with
the competent services of his country of reception
of the law in rigour.
C6 • Which company handles
Packages are sent by the
supplier by way of the following circuit: the
packages are forwarded and deposited to the
Chinese post office, then are taken care by EMS
services, then by CHRONOPOST's services.
C7 • Which are the costs of
International 14 to 21 working days:
?Priority Delivery Premium in 10 working
C8 • Do you deliver in
the DOM-TOM and islands?
Deliveries bound for Dom-Tom
and islands are regrettably impossible this
C9 • My package was
deposited at the post office, what do I do?
As indicated on the receipt of
your deliverer/factor, your package will be kept
in your post office during 15 days. It will be
necessary for you to go and pick it up within this
delay, otherwise it will be sent back to the
factory by the post office, and your purchase will
be definitively lost.
Note: errors falling to The Post office or
Chronospost (no receipt deposited, error of
delivery, damaged parcel) should to dealt with
C10 • My package contains
an error, what do I do?
Rarely, errors of labels can
arise. If you notice that your shoes do not fit,
we shall compensate you with 4 € for 1 pair, for 8
€ for two pairs, and more in case of an error of
shoe size of more than 2 sizes.
C11 • I have a problem with
my purchase, am I refunded?
In rare circumstances, your
package can be seized by customs (absence of
invoice or certificate of authenticity, neglect of
pro forma invoice, demand of customs clearance) We
guarantee in that case the refund of the totality
of your purchase, from reception of the
documentary evidence of customs (to send us as a
WORD file by e-mail under thirty days).
Note: The distributor who sends your order from
his site in China cannot take into account
jurisdictions of every country, which evolve
regularly. We encourage you to keep yourself
informed with the competent services of your
country of destination of laws in
C12 • What is your exchange
Given the slowness of the
return of packages (2 months) and sendings from
the sites of production (1 month), exchanges are
logistically impossible. The conditions of
exchanges, notably by private carriers, are too
heavy in cost and delays. We cannot be held
responsible for procedures of complaints regarding
exchanges occurring with the company of
C13 • The model I purchased
is not any more in stock
To counter in the possible
shortages of stock, we encourage you to clarify
the choice of a product of replacement: a field
"Comments" on the page of payment is foreseen for
that purpose. Indicate us reference and size of
one or several articles of chosen replacements.
This stage is original and necessary to
guarantee your complete satisfaction, and we
encourage you to dedicate to it the biggest care.
In case of a problem, the absence of second line
of products will be a disadvantage: no complaint
will be held by the suppliers.
In case there would be a shortage of stock
during the treatment of your purchase, the nearest
model model will be sent, and in certain rare
cases, in a superior or lower size. International
Trading does not working as a shop (no exchanges
or refunds), we encourage you to refer to the
question C7 of this FAQ.
C14 • My package is
Your package www.ralph-lauren-doudoune.com,
under rare circumstances, undergo damages during
its delivery by the carrier. In case of
degradation of the product, please address your
request to the carrier (Chronopost), who is
responsible for the dispatch.
C15 • Other problems
independent from our will
packages and shortages of stock, we organize a
follow-up and a demand of information with the
manufacturer, at the conclusion of the delay of
delivery foreseen by the supplier.
C16 • Questions about the
Regarding complaints of
erroneous tracking informations, demands are
accepted after 10 working days, which is two weeks
after receiving your follow-up (10 to 25 of each
We will need you to provide us with :
?The transaction number of your online
payment (BLUEPAID or else)
?The FIRST and
LAST NAME registered on your transaction, and
those of the address chosen for the delivery, if
?The date of your purchase.
The complete details of your order.
number Chronopost or EMS (if you have
C17 • I did not receive my
tracking number. When will I receive it?
C18 • The model I received
is not the one I purchased, what to do ?
The updates of the website can
sometimes not correspond to the stocks of the
Chinese factories. In case of shortage of the
model chosen, in certain cases, not to delay too
much the delivery, the sender sends a model which
gets closer to the one ordered by the customer. In
sight of the important expenses and delays of
sending, we do not usually propose any exchange.
However, exceptionally, if the received shoes do
not fit, please send by e-mail photos exposing the
problem: a photo of the shoes, the label which
indicates the size of the shoes, a photo of
receipt of the package, etc. With these pictures,
we will be able to transfer the complaint to the
C19 • Why was my package
returned to the sender?
As soon as your package has
been sent, a tracking number is sent to you by
e-mail. You can control the delivery on the
websites of: EMS http://www.ems.com.cn/english-main.jsp
or Chronopost http://www.chronopost.fr/transport-express/livraison-colis
sending is outside our control, and in case of
problem of reception, it is necessary for you to
contact these companies. For different reasons
(for example: not recognized address, desk clerk's
absence codes door missed) the package will be
deposited to the post office, without receipt. In
that case, it is necessary for you to pick your
package from the post office. Post office can keep
the package only during 2 weeks. If this delay is
exceeded, the package will be sent back to China.
If this happens, as it is not an error of our part
or on behalf of the post office, we can not
deliver the parcel again.
C20 • There is an error of
payment, what to do?
The payment is made
automatically on the site of payment Bluepaid. If
you find an error on your payment, often because
of a bad manipulation of the customer, please
contact us so that we can verify with the platform
of payment and rectify the error.
C21 • I received my
package, certain articles are missing. What to do
Either you have another package
in sending, or it is about an error of our part.
If it is second case, we shall send you the
unreceived articles as quickly as
C22 • There is a defect on
my article, what to do?
If an article has a defect,
please send to by e-mail photographs exposing the
problem: a photo of the shoes, the label which
indicates the size of the shoes, a photo of the
receipt of the package, etc... These photos will
allow us to transfer the complaint to the
C23 • There is a problem of
delivery, what to do?
Having received the follow-up
of your package, if no information of sending is
available on the EMS's site at the end of week, it
is probably about a defect of sending. In which
case, we shall ask the sender to verify the
sending with the post office. If the problem
persists, the sender will send back another
package as quickly as possible.
C24 • Other problems
If you notice a light defect of
manufacture, light tasks or a neglect of box,
these defects can be due to a carelessness of the
company of production, which is completely
justifiable and excusable in sight of the
practised prices. In case of damaged parcel, do
not hesitate to make a complaint with the company
C25 • Which is my
commitment as a customer?
CONSENT: by using this site, you recognize to
have read and accepted the present FAQ, and the
General Conditions of Sale of the "International
Trading LTD" company without further right of
appeal. "www.ralph-lauren-doudoune.com International" is
affiliated to the management of e-business on
Internet, to improve the quality of exchange and
services. When you order on www.ralph-lauren-doudoune.com, your
acceptance of the present FAQ and the CGV is
recognized as signature and approval of the
contract for the bi-monthly bulking by way of
Internet. If you do not wish or can not accept the
present Contract, you are up not to use this site
and to close this page right now.
INTEGRALITY: In the hypothesis where one of the
clauses of the present contract would be invalid
by a change of legislation, rule or by a decision
of justice, it would on no account know how to
affect validity and respect for the present
general conditions of sale. "International
Trading" can modify, at any time and without
preliminary announcement, the present contract by
posting the new ontract on the website.
APPLICABLE LAW AND COMPETENCE: The present
conditions are subjected to the Chinese law. The
allocation of competence in case of dispute, and
for lack of privately negotiated agreement between
parts, is given to Ghanzhou's competent
GLOBAL SATISFACTION: More than 98 % of our
customers is satisfied with their purchases on
www.ralph-lauren-doudoune.com. We thank you for your
confidence and your always growing
D1 • I forgot my password!
No panic! You can at any time
demand a new one. To do so, on the page "My
Account", click on "Password forgotten ? Click
Enter your e-mail
address, and we shall send you an E-mail
containing your new password.WARNING :
It is necessary to keep your informations
(e-mail address and password). They will be asked
during your purchase, and will be indispensable in
their tracking. It is important to use the same
e-mail address for all your steps. For that
reason, it is strongly disadvised to open customer
accounts for other persons (friends, family,
etc.). Your customer account has to be a personal
and private account.
D2 • Who are your suppliers
Our suppliers are more than 200
of OEM facotries in China,Vietnam
suppliers are the Asian distributor of famous
brands in HongKong
D3 • No answer to my
Our international operators
from the Department of E-mail Requests (refer to
question D5 to know the schedules
every request. In case you don't receive an answer
after a week, different reasons are possible :
?The answer to your question is on this
?Your e-mail address is incorrect or
?The mail server is undergoing a
?A data error or bug occurred.
We shall not accept any abuse of
D4 • Do e-mail addresses
like HOTMAIL work on your website ?
Warning, e-mail adresses from
Hotmail, Yahoo, MSN, and those beginning with
"www" often have difficulties receiving the
confirmations and tracking informations.
Consequently, we strongly advise to use on our
website an address created by your Internet
D5 • Schedules of the
Department of e-mail requests & Customer
Your question does not appear
in our FAQ? Do not hesitate to contact our
Department of requests. The delay of treatment of
demands varies between 2 and 4 working days,
according to the type of request. Please address
your demand during the following schedules of
?Monday: 11h00 - 19h30
?Tuesday: 11h00 - 19h30
?Thursday: 11h00 - 19h00
?Friday : 11h00 - 17h00
?Saturday, Sunday and holidays :
Note 1: We exclusively
handle requests coming from customers who made a
purchase. It is imperative to provide all the
informations asked on the form below, so that our
searches with the supplier is possible.
Note 2: If you ordered, but if you did not
receive confirmation (of payment, or purchase), it
is very likely that you made an error while typing
your e-mail address. We advise you in that case to
log onto your customer account, to find the
informations regarding your last purchase.
IMPORTANT: It is imperative to keep an
identical e-mail address during your exchanges
with our operators, so that the follow-up of your
file is possible. Thank you. Also, by measure of
security, please keep your e-mail exchanges
realized with our operators.
Important: for an optimal coverage of
your demand by our operators, all the fields must