FAQ

Product

1 - How to put an item aside in a shop?

For all orders placed on our site www.all-ocean.com, you have not only several delivery options for your items, but also the possibility of recovering (within 5 working days), the content of your order in the one of our shops. By choosing this option, the delivery costs are offered to you.

2 - How to know the availability of an item?

When an item is temporarily unavailable in our online store, the product sheet remains visible but the sizes are grayed out and cannot be selected. This means that this product is temporarily out of stock.

If you want to know the availability of this product in one of our stores or be informed as soon as it is back in stock:

• Contact our Customer Service, either by the instant messaging module that appears at the bottom right of your screen, or by phone at 02.97.30.18.02 from Monday to Friday, from 9 a.m. to 1 p.m. and from 2 p.m. to 7 p.m.

Also consider adding the product in question to your ‘’ Wish List ’’ to make sure you don't forget it.

Ordered

1 - I can't add an item to my basket?

Check that the item you want to add to your basket is still available: if the desired size is displayed in light gray, this means that it is no longer available at the moment, so you cannot add the item to your basket.

2 - Is it possible to modify or cancel my order?

Once validated, your order cannot be modified or canceled. Please verify it before proceeding to the secure payment step. By clicking on "pay my order", you accept without reservation the general conditions of sale of All’Océan.

Similarly, no additional item can be added to an already paid order.

3 - I have an advantage code, how do I use it?

Whether it is thanks to the accumulated points of your loyalty program or via our one-off promotional offers offered on the site www.all-ocean.com or via our newsletters, your advantage codes must be entered in the field provided for this purpose and that you find in the summary of your basket.

When your advantage code is taken into account, a confirmation message is displayed and the amount of your order is automatically updated.

Only one advantage code can be used per order.

Please note, your benefit codes are limited in time, remember to use them.

Similarly, no additional item can be added to an already paid order.

4 - I did not receive the confirmation email (for registration, order, etc.), what should I do?

First, we invite you to check if the confirmation email has not arrived in your spam (or spam). If however you cannot find it, know that you can at any time, check if the order in question appears in your account in the section "My Orders".

If you have any doubts or that no order seems to have been recorded, do not hesitate to contact our Customer Service, either by the instant messaging module that appears at the bottom right of your screen, or by phone on 02.97 .30.18.02 Monday to Friday, 9 a.m. to 1 p.m. and 2 p.m. to 7 p.m.

Payment

1 - Is online payment secure?

The security of transactions is ensured by our partner Citélis, European leader in internet payments, which allows you to buy securely through secure connections (https). Each payment is secure and your bank details are encrypted using the SSL protocol. We therefore have no access to your bank details which are not kept on our site.

2 - What are the possible means of payment?

You can pay by Carte Bleue, Visa, Mastercard or American Express. All’Océan also offers you to pay for your purchases with PayPal, a secure payment method that allows you to make online payments without having to enter your credit card number. An email address and your PayPal password are sufficient.

3 - Are a credit note or gift card purchased online valid in our stores?

A credit note or gift card purchased online is valid in all of our stores. Our assets are valid for 6 months and are divisible. You can view your current assets on your "My Account" page.

4 - How to use my gift e-card?

On the payment page, you can choose to pay with your gift e-card (s). To do this, you must enter the code for each gift e-card (this information is sent to you by e-mail when the gift e-card is created).

If your order exceeds the value of the e-card, you will have to pay the difference by a means of payment of your choice. The e-card can be used in several installments until reaching its total amount, within a period of validity of one year from the date of the e-mail issuing the e-card.

Please note: gift e-cards do not appear in the "My Account" section. If you have forgotten the balance do not hesitate to contact our Customer Service.

5 - When is my bank account debited?

The debit of your bank card or your PayPal account is made upon validation of your order.

Delivery

1 - What are the delivery areas?

We deliver to 23 countries in the Euro zone (list below) and to England via our dedicated e-shops (FR, EU, UK, ES and DE). If your country of residence is not on this list, you can place an order online and have it delivered to a person living in one of the countries on the list below, so that they can send it to you. We do not deliver DROM COM or ARMED codes.

Metropolitan France Finland Luxembourg Czech Republic Germany Greece Malta United Kingdom * Austria Hungary Monaco Slovakia Belgium Ireland Netherlands Slovenia Denmark Iceland Poland Sweden Spain Italy Portugal

2 - What are the delivery methods available on the website www.allocean.com?

For deliveries in mainland France, whether to your home or to a relay point, you can choose between:

• express delivery before 10 a.m. or 1 p.m. with Chronopost (France, Europe and internationally)
• home delivery with our partner Chronopost (Germany, Austria, Belgium, Spain, Europe, France, Italy, Luxembourg, North America, Oceania, Netherlands, Portugal, United Kingdom)
• Home delivery or Pickup relay (Chronopost) in Europe and internationally (Germany, Austria, Belgium, Spain, Italy, Luxembourg, Netherlands, Portugal etc.)

3 - What are the delivery times?

Your weekend orders are processed on Monday.

For mainland France, deliveries via our partner Chronopost are made, after preparation, within 1 to 5 working days (Monday to Saturday excluding holidays).

Deliveries outside mainland France are ensured by our partner Chronopost. This service guarantees delivery within 2 to 6 working days (Monday to Saturday excluding public holidays) from the shipping date.

An email confirming the shipment of your order, along with a tracking number will be sent to you upon receipt of your payment.

All our packages are delivered against signature.

4 - Is it possible to change my address after confirming my order?

For technical reasons, it is unfortunately not possible to change your delivery address once the order has been confirmed.

5 - How to follow the delivery of my package?

In the order confirmation email, you have a tracking number and a link that redirects you to the carrier's site to locate your package. You can also track your order directly on your account in the "My orders" section. By clicking on the corresponding order number, you will directly access the package tracking number.

7 - What happens if I am not present during the delivery?

A transit advice note will be placed in your mailbox so that you can collect your package at the post office chosen by the carrier or in a Chronopost relay for mainland France. This notice will indicate an internet link allowing you to choose a new delivery date / address. Otherwise, with or without a calling card, you can go directly to your post office or to the Chronopost relay indicated for France, with your tracking number and your identity document.

Please note: after a period of 10 working days and no news from you, your order will be returned to our warehouse and you will be contacted by our Customer Service.

8 - What happens if I don't receive my package?

First, you can check the delivery of your order using the tracking number found in the confirmation email or on your account in the "My orders" section. If no information is provided by the carrier's site, do not hesitate to contact our Customer Service with your order number and your tracking number to open an investigation with the carrier.

Returns

Returned items must obviously not have been worn, touched or washed, returned in their original undamaged packaging and bearing their original labels. Products which are returned, in particular incomplete, damaged, worn or soiled will not be accepted.

1 - What is the maximum return period?

You have 30 days to return your item, from the date of receipt of the package. The return conditions remain unchanged during commercial operations.

2 - How to return an item?

For orders delivered in Chronopost, the article must be returned to us only at the address indicated below, accompanied by the duly completed return slip. It is in your customer account, it must be completed online, specifying the reason for the return and the choice of obtaining a credit or a refund. We recommend that you keep your proof of postage.

ALL’OCÉAN
Returns Service
P.A. de Kermarquer
7 rue de la Drisse
56470 LA TRINITÉ SUR MER
FRANCE

Credit note: The credit note is valid for six months on the e-shop from the date of issue, it is breakable and non-refundable.

Refund: Refund is made to the bank account with which you paid for your order.

Return costs are the responsibility of the customer.

When an order has been made with a promotional code offering a discount linked to the simultaneous purchase of a predetermined number of items, the return of one or more items may have the effect of ending the discount when the number of articles necessary for the application of the discount is no longer reached. The reimbursement made will take into account the fact that the discount is no longer applicable.

3 - What to do if you cannot print your return slip?

If you have a problem or don't have a printer, you can write the following on plain paper:

Name, First name, telephone, e-mail address, number and date of the order, item (s) returned with their reference (s), their quantity (s) and the reason (s) ( s) return.

4 - What is the processing time for my return?

You will receive a first email confirming receipt of your package at the warehouse and a second email confirming the processing of your return.

The processing time is 30 days maximum, but we try to process your request within 72 hours of receipt of the package at the warehouse (excluding periods of commercial operation).

5 - What is the processing time for my return?

You will receive a first email confirming receipt of your package at the warehouse and a second email confirming the processing of your return.

The processing time is 30 days maximum, but we try to process your request within 72 hours of receipt of the package at the warehouse (excluding periods of commercial operation).

6 - Are delivery costs reimbursed following a return?

The delivery costs invoiced when your order is shipped will only be reimbursed if you exercise your right of withdrawal within 14 days from the date of receipt of your package.

7 - Are the return costs payable by me?

The return costs are your responsibility as indicated in our General Conditions of Sale. We recommend that you keep your proof of shipment.

8 - Should I return my order in its original packaging?

Items must be returned in appropriate packaging (see our General Conditions of Sale).

9 - How does the right of withdrawal work?

You have a right of withdrawal fourteen (14) days after the date of receipt of your package to return all of the products ordered without having to justify yourself or pay penalties.

In the event of withdrawal, the delivery costs (if you have paid for them) will be reimbursed, but the return costs will remain your responsibility.

This withdrawal must be notified by any means available to you:

• either by phone at 02.97.30.18.02, Monday to Thursday from 9 a.m. to 6 p.m. and Friday from 9 a.m. to 4:30 p.m.,
• either by completing the withdrawal slip available in your Customer account, section "My Orders", to be sent by e-mail to the following address: contact@all-ocean.com
• or by post: All’Océan - P.A. de Kermarquer, 7 rue de la Drisse, 56470 La-Trinité-sur-Mer - France

After notifying All'Océan of your withdrawal, you must return the products concerned within a maximum period of 14 days from this notification, accompanied by the return slip (to be completed online in your Customer Account, section "My Orders" and to print) at our warehouse:

ALL’OCÉAN
P.A. from Kermarquer
7 rue de la Drisse
56470 La-Trinité-sur-Mer

All returned products, whether under the right of withdrawal or the "money back guarantee", must not have been used, damaged, soiled or washed. They must be returned in an appropriate package and accompanied by the duly completed return slip.

The reimbursement of products linked to the right of withdrawal will be made within fourteen (14) calendar days from the date of notification of the withdrawal or deferred to the day of receipt of the Products by All’Océan.