Find the answer to your question in seconds in our F.A.Q.!
We have compiled the most frequently asked questions by our customers in our frequently asked questions to help you as quickly as possible.
ORDER
How to place an order with Double Walled Glass Mugs?
1 – Cart: check the contents of your order. At this stage, you can modify quantities and enter a promotional code.
2 – Customer information: enter your personal information.
3 – Delivery: we offer secure delivery.
4 – Payment: we offer several payment solutions, it’s up to you to choose.
5 – Order confirmation: to be sure that your order has been registered you must reach this step. You will also receive a confirmation by email or SMS (indicate your phone number) with your order reference.
I’m hesitating about the size of an item, what should I do?
We have set up a size guide on all the items in the store. If you are still hesitant after consulting it, please contact our customer service directly, our team will be happy to help you quickly.
What are the processing times for an order?
The average processing time for an order is 48 hours.
Orders are prepared from Monday to Friday when all the products in them are available.
DELIVERY
What are the delivery times?
Our delivery times to Europe:
Processing your order, making the products, and delivery (free) require our team a period of 10 to 20 working days. We do everything possible to ensure that you receive your order as quickly as possible, without compromising the quality of our merchandise.
How much does delivery cost?
At Double Walled Glass Mugs, secure delivery is FREE in all Europe! (excluding DOM)
How can I track my order?
Once your order is placed, you will automatically receive your order number:
– by SMS (if you have indicated your phone number)
– or by email
You will then just need to enter your order number in our tracking platform to follow the progress of your package.
⚠️ It may sometimes take 5 to 10 working days before your tracking information updates.
My tracking number doesn’t work, what should I do?
If you have entered your order number in our tracking platform and it shows no information, don’t panic! It may sometimes take 5 to 10 working days before the carrier updates the tracking information.
I ordered 3 items, why did I only receive 2?
If you have placed an order with multiple items, and you have already received half of your order without receiving the other half, do not worry!
We work with several storage warehouses and depending on your order, you may receive your items in several shipments.
I have not received my order
First, make sure you have checked the status of your package on our tracking platform.
Then, please contact our customer service or directly by email at alice@abccontact.com.
PAYMENT
What payment methods do you accept?
Your security is our priority: our site only offers secure payment methods guaranteed to be safe.
We accept:
– Visa or Mastercard bank cards
– Apple Pay
– American Express
All payments are protected by our 128-bit SSL encrypted payment processor. We do not accept checks at the moment.
Is my information secure?
Of course, your information is secure!
The “HTTPS” present in the URLs of our store testifies to the quality of our services.
HTTPS is the secure variant of “http” using SSL/TLS protocols. HTTPS is used to protect financial transactions of merchant sites. As e-merchants, we are aware that the use of SSL is becoming indispensable nowadays. It is the best way to protect your data and to protect yourself against any hacker or identity theft.
Visually, the SSL certificate is represented by a padlock that appears in the web browser’s URL bar. It is also represented by an “s” which means “secure” and which is added to the “HTTP” protocol on the website in the address bar.
So what are you waiting for to pay securely?
When is my card charged after my order?
When we receive your order, the amount due is debited within 24 hours following it.
My payment was declined, what should I do?
Firstly, start by checking the expiration date of your bank card. It may also be a matter of exceeding your bank card’s limit. Contact your bank to find out more.
Can I accumulate my discount codes?
No. Except in exceptional cases, we accept only one discount code per order.
Thank you for your understanding.
RETURN & REFUND
The item I received does not suit me, what should I do?
If you wish to return your order or an item from your order for X reasons, it is of course possible. We accept returns within a period of 14 working days from the day you received your order. Returned items must be in new condition, never worn, and never washed. We will inspect the items once received*.
*We are entitled to refuse your item if it does not meet the criteria mentioned above.
To know the return procedures, please send an email to alice@abccontact.com explaining your request and your order number to: alice@abccontact.com
All package returns made after the legal withdrawal period of 14 days from the delivery date cannot be refunded by us. Thank you for your understanding.
What is your refund policy?
Do not hesitate to consult our refund policy to know all the terms of our refunds and returns.
Upon receipt of your return package, we analyze and inspect your items to verify their conformity.
❌ If your item or items arrive in poor condition, we will be forced to send your package back to you. Thank you for your understanding.
My refund does not appear on my statement
Don’t worry! Our refund times are 7 to 14 days. Beyond 15 days, if you still have not received anything, please contact:
– our customer service
– send an email to: alice@abccontact.com
AFTER-SALES SERVICE
What are the SAV hours?
Our After-Sales Service is available from Monday to Saturday and responds on average within 24 to 48 hours (excluding weekends and public holidays).
We do our utmost to respond to your request as quickly as possible. Thank you for your understanding.
We haven’t answered your question?
If the answer to your question is not in our FAQ, please contact our customer service directly or by email at: alice@abccontact.com
Our team will be happy to answer your question! Remember, satisfying you is our priority, so don’t hesitate to send us an email with any questions! ☀️