Foire aux questions
Order
Has my order been confirmed?
Still unsure right after clicking “Place Order”? Check your inbox: an order confirmation is sent to the email address you provided at checkout.
Also remember to check your spam folder—you never know where a little email might decide to hide.
Still nothing or still unsure? Luna & Hermine are here to help at contact@danaestore.fr. Just remember to give them your name and, if you have it, your order number.
Can I combine two orders?
Two favorites, two orders placed almost one after the other… it happens!
Contact us as soon as possible at contact@danaestore.fr with the numbers of the two orders concerned.
If they are still being prepared and if combining them is technically possible, our team will check what they can do. However, once the packages are prepared or shipped, we cannot guarantee that they can be combined.
I made a mistake in my order, can I change it?
Did you confirm a little too quickly and the wrong size or color slipped into your cart?
Write to us as soon as possible at contact@danaestore.fr or contact us at 09 83 41 57 46.
If your order is still being prepared and the change is still possible, Amélie and our team will do their best to help you.
However, once the order has been prepared or shipped, we cannot guarantee that a change is still possible.
Can I cancel my order?
Changed your mind just after placing your order? Contact us as soon as possible at contact@danaestore.fr or on 09 83 41 57 46.
We will check if the order can still be stopped.
If it has already been prepared or shipped, cancellation may no longer be possible. Don't worry: once you have received your order, you will be able to exercise your right of withdrawal within 14 days, provided the conditions are met.
I don't know which size to choose
Between two sizes? We know all too well that moment of hesitation before clicking the "Add to Cart" button.
Start by checking the information on the product page, as well as our size guide when it is available.
And if you are still unsure, Luna & Hermine are here to help. Write to us at contact@danaestore.fr and let us know which product has caught your eye and which size you are hesitating between.
Payment
Which payment methods do you accept?
Your cart is ready? All that's left is to choose your payment method.
On danaestore.fr, the payment methods that may be offered include:
Visa, Mastercard, American Express, Apple Pay, and Danae Store gift cards.
The payment methods actually available are always displayed at checkout.
Online payments are processed through the secure solutions integrated into our store, notably Shopify Payments. Danae Store does not have access to your full credit card number.
My payment was declined, what should I do?
Your lovely cart is ready, but the payment just won't go through?
Start by checking your card details and, if your bank requires authentication, make sure you have properly validated it.
If the payment is still declined, we recommend contacting your bank directly, which will be able to tell you the reason for the block.
You can also try another payment method offered at checkout.
Can I pay with a Danae Store gift card?
Yes, when a Danae Store gift card is valid on our online store, its code can be entered at checkout.
If your gift card does not cover the full amount of your order, you will be prompted to pay the remaining balance using one of the other available payment methods.
How do I get my invoice?
Do you need your invoice? It couldn't be easier.
Simply request it from our customer service team at the following address:
Please remember to include your order number so that our team can locate your purchase more easily and send you the corresponding invoice.
Danae & Me
How to contact Danae & Me?
Want to turn your purchases and a few simple everyday actions into rewards? That’s the whole idea behind Danae & Me.
Create your account, earn points through your purchases and various actions, then turn them into discounts and exclusive benefits.
In short: you sign up, earn points… and enjoy the rewards.
How do I earn points?
There are several ways to earn points with Danae & Me:
- Your purchases in-store or online: 5 points for every €1 spent, excluding sale items and gift cards.
- Joining the program: 150 welcome points.
- Signing up for the newsletter: 150 points.
- Leaving a Google review: 200 points.
- Following us on Instagram: 50 points.
- Your birthday: €8 off on the day.
So you can treat yourself a little sooner!
Do my purchases in store and on danaestore.fr earn me points?
Yes.
Your purchases made in Danae Store boutiques or on danaestore.fr allow you to earn Danae & Me points.
You earn 5 points for every €1 spent, excluding purchases made during sales and gift cards.
To ensure your points are correctly linked to your account, simply make sure to use the information associated with your Danae & Me account.
How do I use my points?
Your points are there to be used, not to sit idle in your account.
You can redeem them directly for discounts or benefits, online or in-store.
Depending on your balance, you can unlock, among other things:
- 500 points = €5 off
- 950 points = €10 off
- 1,800 points = €20 off
- 800 points = free delivery on your entire order
It's a done deal!
What can I get with my loyalty points?
Discounts, but that's not all.
Your Danae & Me points can be converted into discount vouchers or exclusive benefits, such as free shipping.
For example, 500 points get you a €5 discount.
Choose the benefit that suits you best based on your available balance.
How does my birthday benefit work?
It looks like a little surprise is waiting for you on your birthday…
Danae & Me members get €8 off on the big day.
To take advantage of it, remember to enter your date of birth correctly in your Danae & Me account.
Do my points expire?
Yes.
Your points expire after 12 months of inactivity on your Danae & Me account.
Don't worry: a reminder is sent to you before they expire.
Can I combine multiple discounts?
No.
Only one discount code can be used per order.
If several offers catch your eye, you will need to choose the one you wish to use for your purchase.
How can I track my points balance?
Just take a quick look at your account.
Log in to your Danae & Me customer account to view:
- your points balance
- your points history
- the rewards you can use.
Are there any products excluded from earning points?
Yes.
Gift cards do not earn Danae & Me points.
Purchases made during sales are also excluded from earning points.
For eligible purchases, you earn 5 points for every €1 spent.
Can I join Danae & Me even if I am a new customer?
Of course!
Simply create your Danae & Me account to start enjoying the program.
And to get you off to a great start, you'll receive 150 welcome points upon signing up.
Delivery
What are the shipping methods, rates, and delivery times?
Your order is confirmed? Now all you have to do is wait for your lovely package.
Danae Store currently delivers to mainland France.
Depending on the options available when placing your order, you can choose:
Chronopost Express home delivery: €12
Estimated delivery time: 48 business hours after dispatch
Colissimo home delivery: €9
Estimated delivery time: 2 to 3 business days after dispatch
Chronopost pickup point: €5.50
Estimated delivery time: 3 to 5 business days after dispatch
Colissimo pickup point: €5.50
Estimated delivery time: 3 to 5 business days after dispatch
Danae Store Click & Collect: free
Order generally available within 4 hours, subject to availability, payment confirmation, and opening hours.
And here’s some good news: pickup point delivery is free for any order over €100.
The actual rates and delivery times available are always indicated before you confirm your order.
Where do you deliver?
At the moment, we only deliver orders placed on danaestore.fr within mainland France.
No unpleasant surprises at checkout: the delivery methods available for your address are shown to you before you confirm your order.
When is my order prepared?
Your order is in good hands.
Orders are processed from Monday to Saturday, excluding public holidays, and are generally prepared within 24 to 48 hours after payment confirmation, subject to product availability.
Amélie and our team take great care in preparing your orders.
The preparation time is then added to the shipping time.
During very busy periods, such as sales, holidays, promotions, or special events, a little extra time may occasionally be required.
How can I track my order?
Has your package left Danae Store? You’ll be able to follow its little journey to you.
Once tracking becomes available, you’ll receive the information needed to track your order with Colissimo or Chronopost.
Also remember to keep an eye on your inbox: the carrier may send you information about when your package is ready for collection or out for delivery.
How does Click & Collect work?
Are you near Montpellier and want to pick up your order quickly? Click & Collect at Danae Store is free.
Subject to the items being available in store and payment being confirmed, your order is generally prepared within 4 hours during opening hours.
Simply wait to receive our confirmation stating that your order is ready before heading to the store.
Once you receive this confirmation, we will hold it for 7 calendar days.
If it has not been collected by the end of this period, the order will be automatically cancelled and refunded to the payment method used. Any portion paid for with a gift card or store credit will be credited back to the corresponding account.
How do I pick up my Click & Collect order?
Once you have received your confirmation message, go to Danae Store Montpellier.
We may ask you for your order number, your confirmation, and a piece of identification.
Have you sent someone to pick up your order on your behalf? That is possible. We may ask this person for their identification and the information needed to identify your order.
My package seems to be lost, what should I do?
Has your tracking information stopped updating, or does your parcel seem to have taken a slightly longer route than expected?
Contact Danae Store at contact@danaestore.fr with your order number and any useful information.
We may ask you for certain documents and carry out the necessary checks with the carrier to understand what happened.
If you have any photos, messages from the carrier, or useful tracking information, please keep them safe: they may help us process your case.
Returns and refunds
What are the return conditions?
You try it on and it’s not quite the item you were hoping for? That can happen.
For a purchase made on danaestore.fr, you have 14 calendar days from the receipt of your order to inform us of your intention to withdraw from the purchase.
Items may, of course, be tried on to the extent necessary to check their size and features, but they must not have been worn beyond a simple try-on, washed, soiled, deteriorated, damaged or altered.
Where possible, return them complete with their labels, accessories and original packaging.
How do I request a return?
Nothing complicated: we have set up a portal specifically for this.
Go to:
Enter your order number as well as the email address or phone number associated with your purchase, select the items concerned then follow the different steps.
The portal is the method we recommend to facilitate the processing of your return.
However, you can also exercise your right of withdrawal by a clear statement sent to contact@danaestore.fr or use our withdrawal form.
Who pays for the return shipping?
The customer is responsible for all direct return costs, unless Danae Store expressly states otherwise or the return is due to an error or non-conformity attributable to Danae Store.
We recommend using a tracked shipping method and keeping your proof of postage until the return has been fully processed.
How long do I have to return my package?
After notifying us of your decision to withdraw within the statutory 14-day period, you have a maximum of 14 days to return the items concerned.
The return instructions and address are provided to you as part of the return process.
Can I exchange an item?
You’ve found the right piece… but maybe not yet the right size?
Danae Store does not offer exchanges by mail.
You have two options:
you can return your item and place a new order on danaestore.fr.
or visit our Danae Store boutique in person to request an exchange, subject to the availability of the desired product and compliance with our return policy.
How will I be refunded?
When your right of withdrawal is validly exercised, the refund is issued to the same payment method used for your order, unless expressly agreed upon another solution incurring no fees.
Danae Store processes the refund without undue delay and no later than the time limits provided by regulations.
However, we may wait until we have received the products or received proof of their shipment before issuing the refund.
If the entire order is returned, the initial shipping costs are refunded up to the cost of the standard shipping method offered.
I used a gift card or store credit, how will I be refunded?
When an order has been paid for in full or in part with a gift card or store credit, the corresponding portion of the refund is credited back to the payment method used.
The portion paid by credit card or another form of monetary payment is refunded using the original payment method.
Can I return a sale or promotional item?
Yes. A nice discount does not take away your rights.
Items purchased during sales, promotions, clearance sales, Archives, Flat Prices, Bargains, or other commercial events are covered by the legal right of withdrawal unless a statutory exception applies.
A price reduction therefore does not turn a refund to which you are legally entitled into a simple store credit.
Can some products not be returned?
In certain specific cases provided for by law, yes.
This may in particular concern products sealed for hygiene or health protection reasons when they have been unsealed after delivery.
Depending on their packaging, some underwear, tights, earrings or piercings may be affected.
My item is defective, what should I do?
Is there an issue with your item? We are sorry that your order did not arrive exactly as expected.
Contact us as soon as possible, ideally within 48 hours of receipt, at contact@danaestore.fr.
Please provide your order number, the item reference, and explain what you observed. When helpful, a few photos will help Luna & Hermine understand the situation more quickly.
We may also ask you for additional information required to review your case.
This indicative 48-hour timeframe helps us process your request quickly, but does not limit your legal guarantees.
I received the wrong size or the wrong item
Oops… despite the care taken with every order, an error can occasionally slip into a package.
Contact Luna & Hermine at contact@danaestore.fr with your order number, the item reference received and, if possible, a few photos.
We will review your case and let you know the appropriate solution.
When a return is necessary due to an error attributable to Danae Store, you will not be charged any costs required to rectify the situation.
Withdrawal form
Where can I find the withdrawal form?
Would you prefer to use a form? We have prepared one for you.
To download the withdrawal form: click here
The form can be completed and then submitted in accordance with the terms set out in our General Terms and Conditions of Sale.
You can also use our portal directly:
The PDF form is not mandatory: you can also exercise your right of withdrawal using the portal or by sending a clear statement to contact@danaestore.fr.
Gift Card
How to buy a Danae Store E-Gift Card?
Want to make someone happy without risking choosing the wrong size, color, or style? The Danae Store E-Gift Card is a sure bet.
Simply visit our E-Gift Card page, choose the amount that suits you, and then place your order just like any other purchase.
The available amounts range from €25 to €250, in increments of €25.
Discover the Danae Store E-Gift Card
How will I receive my gift card?
No need to wait for the mail carrier!
The Danae Store E-Gift Card is sent by email after purchase.
You can then use the information received to make your purchases online or in-store.
Can the gift card be used in stores and on danaestore.fr?
Yes!
Your Danae Store E-Gift Card can be used:
- online at danaestore.fr or in our Danae Store boutique.
Giving the recipient the pleasure of choosing where to treat themselves.
What amounts can I choose?
You can choose from the following amounts:
€25, €50, €75, €100, €125, €150, €175, €200, €225 or €250.
All that's left is to choose the amount that will make them happy.
How long is my gift card valid for?
Your Danae Store E-Gift Card is valid for 1 year.
Just remember to use it before its expiration date so you don't miss out on any lovely finds.
Can I use my gift card over multiple transactions?
Yes.
No need to spend it all in a single shopping trip: your E-Gift Card can be used multiple times, until the balance is exhausted.
Can I complete my purchase using a different payment method?
Yes.
If your gift card balance does not cover the full amount of your order, you can pay the remaining balance using other payment methods available at the time of purchase.
I haven’t received my gift card. What should I do?
Is your E-Gift Card playing hide-and-seek with your inbox?
Start by checking your junk / spam folder as well as the email address provided when placing your order.
Still nothing? Contact our customer service team at:
Please include your order number so that our team can locate your purchase more quickly.
Can I be refunded to my gift card after a return?
Yes, when an order has been paid for in full or in part with a Danae Store gift card, the corresponding portion of the refund is credited back to the gift card used at the time of payment.
If part of the order was paid for by another payment method, that portion is refunded according to the terms applicable to the original payment method.
