FAQ'S

Orders

1
How do I place an order?

You can place an order online or by contacting the concierge*. If you would like to order by phone, our concierge is eager to assist you. To contact the concierge, click here or call 1-888-998-WANT.

 * Please note that when placing an order with the concierge, your credit card must be verified by our payment processor before a successful order can be processed. Web orders and phone orders are processed in the same way, taking the same amount of time to process and ship.

2
I'm having problems placing an order. What can I do?

We recommend that you first check to make sure all of your billing information is the same as it appears on your credit card statement. If you continue to experience problems placing an order, please contact our concierge who will be happy to provide assistance. To contact the concierge, click here.

3
How can I make sure my order went through?

Once you have successfully placed an order, you will be taken to a receipt page. On this page will be your order confirmation number. If you do not see a receipt page after submitting your order, your order has not been placed.

A copy of your receipt and order number will also be emailed to the email address that you provided while placing your order. You will receive this email typically between 1 – 6 hours of placing your order.

4
Will I get a receipt when I order?

As soon as your order is placed, you will view a receipt page with your order confirmation number. You will have the option to print this page. A copy of your receipt will also be emailed to the email address that you provided when your order was placed. You will receive this email typically between 1 - 6 hours after placing your order.

5
Can I add/change items to an existing order?

Unfortunately, once an order has been placed, no additional item(s) can be added to this order. You can simply create a new order with the additional item.

To change an item, please notify the concierge as soon as possible. The concierge will try their best to cancel your original order before it is processed* and submit a request to refund your original method of payment. You will then be able to create a new order with the correct items that you wish to purchase.

* Please note that our order-fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we cannot change or cancel an order once it has entered our shipping process.

If your original order has already been shipped, the shipping charges will not be refundable. Please note instructions below on cancelling an order.

6
Can I cancel an order that has already been placed?

If you wish to cancel an order that has already been placed, please contact the concierge by clicking here. Please note that orders that have already shipped cannot be canceled, they must be returned. Your original shipping charges will not be refundable.

7
I purchased a gift card in a store. Can I use this gift card to purchase online?

At this time we are unable to accept gift cards from stores for online purchases.

Payment

1
What forms of payment can I use?

We accept Visa, MasterCard and American Express (shipping to Canada or US/International only). If you have received a gift card and saved the amount to your account, you can easily choose to use this method during checkout. If you have a store credit, you may also easily choose this method during checkout.

2
How do I change currency?

The currency you are billed in depends on the country you have selected to ship to. If you would like to change the currency displayed on the website, you must choose a different shipping country from the top left hand corner. We currently support the following currencies: USD, CAD, GBP, and EUR.

Shipping to Canada: CAD

Shipping to United States: USD

Shipping to United Kingdom: GBP

Shipping to France, Italy, or Germany: EUR

Shipping to International: USD

3
Is there sales tax applied on my order?

We apply the applicable federal/national and state/provincial sales taxes to orders shipping within Canada, Japan and Internationally.

We do not apply taxes to orders shipping to the USA, United Kingdom, France, Italy and Germany.

4
I’m having problems with the checkout page. What can I do?

We recommend that you first check to make sure all of your billing information is the same as it appears on your credit card statement and that all required fields are filled out. If you continue to experience problems placing an order, please contact our concierge who will be happy to provide assistance. To contact the concierge, click here

Shipment

1
I can't find the item I am looking for. What should I do?

Online you can search either by style number or any keyword. Simply type the term you are looking for into the search box located in the top right hand corner of your screen. If you continue to have difficulties finding a particular item, please contact the concierge for assistance,  click here.

2
How do I determine the shipping charges on my order?

Exact shipping charges may be calculated at the Cart page. They are also automatically calculated at the time of checkout and will depend on the shipping location and service chosen.

3
When will my order ship?

We ship orders Monday through Friday. We do not ship on Saturdays, Sundays or the following holidays:
Canada – Christmas Day, Boxing Day, New Year’s Day, Good Friday, Saint-Jean-Baptiste Day, Canada Day, Labour Day, Thanksgiving

USA - Christmas Day, Boxing Day, New Year’s Day, Good Friday, Independence Day, Labour Day, Thanksgiving

International – Christmas Day, Boxing Day, New Year’s Day, Good Friday, Canada Day, US Independence Day, Labour Day, Canadian Thanksgiving, American Thanksgiving

We do our best to ensure your order is delivered to you as quickly as possible.
However, wantlesessentiels.com cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, etc.

4
How long does delivery take?

Orders placed after 11AM ET with Ground Services or Express will be shipped the following business day. Ground services take, on average, 4-8 business days. Express service will take, on average, 1-2 business days.

Should you require your order as a rush, please feel free to contact the concierge here to best assist you and ensure you choose the correct method of shipping.

5
How will I know that my order has shipped?

As soon as your order ships, we will send you an email confirming the shipment. This email will provide you with important tracking and delivery information. The tracking information and status of your order can also be viewed at all times on your account page. If you have any questions regarding your order, click here to contact the concierge.

6
How do I track my order?

You can track your order by clicking the link found in the shipping confirmation email or by checking the tracking # on the respective carrier website.

Please allow up to 2 business days to receive your shipment notification email after placing your order.

7
Do you ship internationally?

We ship to over 46 countries around the world. To know which countries we ship to, please contact the concierge by clicking here.

8
Will I get charged duty/duties/brokerage fees on my order?

Shipments to Canada, US, Japan, United Kingdom, France, Italy, or Germany are not charged any duties or brokerage fees.

International shipments will be charged duties at checkout. You may quickly calculate these fees at the cart page. No further duties/brokerage fees will be charged after your online purchase is completed.

9
Can I change my shipping address after my order has been shipped?

No information can be changed once an order has shipped.

10
Do you ship to PO boxes?

Our shipping provider does not allow packages to be delivered to PO boxes.

11
What shipping carriers do you use?

All online orders are shipped via Canada Post (USPS) or UPS.

12
Do you offer a less expensive shipping method? Can I ship with a different shipping carrier other than UPS?

The shipping prices and methods listed in the Cart or at Checkout are calculated to be the most cost-efficient selections for our clients. WANT Les Essentiels is unable to offer any option that is not listed in the Cart or Checkout pages.

Returns

1
How do I return something I ordered online?

To learn how you can go about returning an online purchase, please refer to the instructions by clicking here. Please note that all markdown items (Sale and Les Archives) are final sale.

2
How will I know when WANT Les Essentiels has received my return package?

We will send you an email notification upon receipt of your returned package; this can take up to 5 business days after the returned package has been received. Please note that this email will be sent to the email address you provided when placing your original order.

3
Can I return a store purchase to WANT Les Essentiels online?

At this time we are unable to accept returns for purchases that were made in store.

Accounts

1
How do I register for an account?

To register for an account, you will need to have a valid email address and create a password. To begin creating an account, please click here.

2
Why should I register for an online account?

Registering for an account provides many benefits - upon registration you will be able to: check out faster, review your past order history, track your shipments, quickly request RMAs and save frequently used address information.

3
What if my account information changes?

If your account information changes; you can simply sign in and edit your information. This includes the ability to change your login email and password. To sign into your accountclick here.

4
What do I do if I forgot my password?

Simply navigate to the My Account page, click the ‘Forgot your password?’ link and submit your email address associated with your account. Follow the instructions within your email to reset your password.

Products

1
I can’t find the item I am looking for. How can I find it?

Simply type the term you are looking for into the search box located in the top right hand corner of your screen. You can search either by style number or any keyword. If you continue to have difficulties finding a particular item, please contact the concierge for assistance here.

2
Does WANT Les Essentiels offer price matching?

WANT Les Essentiels does not price adjust to match other retailer’s pricing.

3
Does WANT Les Essentiels offer price adjustments?

WANT Les Essentiels will offer price adjustments on first markdowns only. If an item has been reduced from its full price within seven days of your purchase date, we will credit you the difference as a store credit. A price adjustment request must be made to the concierge by clicking here within the seven-day time frame. No additional price adjustments on current sale items will be made.

4
Where can I find WANT Les Essentiels in my city/country?

You may use the International Stockists feature here. For specific information regarding style availability at a store nearest you, please contact our concierge.

5
The item I want is currently out of stock. When will it be restocked?

Please contact the concierge who can best help determine the restocking date or notify you once the item is back in stock.

6
I am looking for an item from a previous season. Where can I find it?

Please contact the concierge, who can look further into the inquired style for you.

7
Where are WANT Les Essentiels products manufactured?

We have always prided ourselves on working with the best manufacturers and sourcing the highest-quality materials from around the world.

All WANT Les Essentiels leather bags are made in Italy or Spain. Leathers are sourced from the finest tanneries in Italy and France.

All WANT Les Essentiels shoes are made in Portugal with its custom cupsole and heel pillow being produced in Italy. Leathers are sourced from the finest tanneries in Italy and France.

All WANT Les Essentiels cotton and nylon bags are manufactured in China. Our 100% organic cottons are sourced from Turkey and China. Our cottons, wool blends and nylons are sourced from Italy. Leathers are sourced from tanneries in Italy and France.

After Care / After Sale & Warranty

1
How do I clean my WANT Les Essentiels product?

Leather
Avoid cleaning all leather products at home; leather goods should be brought to a professional leather cleaner. Household cleaners and sprays should be avoided as they can potentially stain the leather. If using leather protectant, ensure a small test is done on a corner of the item before applying entirely. Spot cleaning is not recommended. Avoid storing all WANT Les Essentiels items in humid areas and avoid long periods of sun exposure. It is encouraged to place leather goods in the provided dust bag when not in use to preserve their pristine condition.

Cotton
Spot cleaning or hand washing of the cotton is acceptable; however excessive rubbing is not recommended. Since most cotton items are trimmed with leather, it is encouraged they be brought to a professional cleaner. Cotton items are not waterproof. Spraying cotton with water-repellant or water-proofing sprays may change the original fabric's color and texture. Avoid storing all WANT Les Essentiels items in humid areas and avoid long periods of sun exposure and sun drying. Dust bags are provided to keep your item in pristine condition.

2
Does WANT Les Essentiels have replacement parts or hardware?

Yes, this includes zipper pulls, zipper sliders, dog clips, d-rings, rivets, and snaps. Please email images of your hardware to concierge@wantlesessentiels.com so that we can liaise with our production team and let you know how best to proceed.

If your bag’s strap has broken or has been lost, please contact the concierge, they would be glad to provide you with a quote.

3
Does WANT Les Essentiels offer a repair service?

We do not currently offer a repairs service. However, we are happy to assess your item. Please email some images of your item, and the repair required to concierge@wantlesessentiels.com so that we can let you know how best to proceed.

General

1
How do I subscribe/unsubscribe to WANT Les Essentiels emails?

To subscribe, simply navigate to the bottom left-hand corner of the page, enter your email address and click the ‘SUBSCRIBE’ button.

Each one of our emails comes with the option to unsubscribe at any time. To unsubscribe, click the unsubscribe link found at the bottom of the email.

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