Search

WANT Les Essentiels | FAQ

FAQ'S

Orders

  1. How do I place an order?

    You can place an order online or by contacting customer care*. To get help placing an online order, click here.

    * Please note that when placing an order with customer care, your credit card must be verified by our payment processor before a successful order can be processed.

  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 customer care who will be happy to provide assistance. To contact customer care, 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 order 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 customer care as soon as possible. Customer care 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 customer care 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.

PAYMENT

  1. What forms of payment can I use?

    Specific payment methods will be detailed at checkout, depending on your shipping country. If you have received a gift card, you can easily choose to use this method during checkout by entering either into the 'gift card' field.

  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 in the website's footer. 

  3. 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 customer care who will be happy to provide assistance. To contact customer care, click here.

Shipment

  1. How do I determine the shipping charges on my order?

    For information about shipping fees, click here.

  2. When will my order ship?

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

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

  3. How long does shipping take?

    Orders take 1-2 business days to process. Shipping with ground/standard services take, on average, 4-8 business days. Expedited/Express services will take, on average, 1-2 business days.

    Please add the additional 2 business days to best estimate your date of delivery.

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

  4. How will I know that my order has shipped?

    As soon as your order ships, we will send you an email confirming the items in the shipment. It is possible that your order will be shipped in multiple shipments. This email will provide you with what items are in their respective shipment. The tracking information and status of your order can also be viewed at all times through your account page. If you have any questions regarding your order, click here to contact customer care.

  5. 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 number on the respective carrier website.

  6. Will I get charged duties/brokerage fees on my order?

    Shipments to Canada are DDP (delivered duty paid/duty free) and are not charged any duties or brokerage fees.

  7. Do you ship to PO boxes?

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

  8. What shipping carriers do you use?

    All online orders are shipped via UPS.

Warranty & Repair

  1. Does WANT Les Essentiels offer repairs?

    Where possible, WANT Les Essentiels can offer repairs to faulty items. If an item is faulty, please contact customer service by clicking herePlease note that return shipping costs must be paid by the customer, though the cost of shipping back is at our charge. If an item has been damaged from regular wear and tear or improper care, WANT is unable to offer repairs. If a repair is desired, we recommend taking your product to your local cobbler. WANT Les Essentiels may be able to provide you with specific pieces for repair for a fee, which can be requested from customer service. For information on how to care for your WANT product, click here.

  2. What is WANT Les Essentiels warranty policy?

    All WANT Les Essentiels products bought from our website, or an authorized retailer, are under a 1-year warranty. Thus, any manufacturing defects that occur within 1 year of receiving your product are covered. Should a manufacturing defect occur, please contact customer service by clicking here. Any damage to the product caused by regular wear and tear or improper care is not covered under this policy.

Returns

  1. How do I return something I ordered online or purchased in store?

    To learn how you can go about returning a purchase, please refer to the instructions by clicking here.

  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. Does WANT Les Essentiels Offer Exchanges?

    WANT Les Essentiels can only offer exchanges for faulty items within the first year of purchase in the same size and color. However, exchanges will be offered only if a repair is not possible. If your item is faulty and still under the 1-year warranty, this process can be initiated through contacting customer service by clicking here. Please note that return shipping costs must be paid by the customer, though the cost of shipping back is at our charge. If you would prefer to repair your faulty item at your local cobbler, WANT Les Essentiels can send repair parts to you. For all other cases, if you would like to exchange an item, please initiate a return, ensuring that all return conditions are met. Once the return is processed and the refund awarded, simply purchase your desired item. For all information on returns, including conditions and access to return portals, click here. If you desire more information, please contact customer service by clicking here.

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. 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 account, click here.

  3. 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. Does WANT Les Essentiels offer price matching?

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

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

    You may see if there is a store near you by clicking here. For specific information regarding style availability at a store nearest you, please contact our customer care.

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

    Please contact customer care who can best help determine the restocking date or notify you once the item is back in stock. Additionally, you may sign up to receive an email notification when the item is restocked by clicking the "Notify Me When Available" button located on the product page.