Frequently Asked Questions

1. How do I know my Personal Information is secure?

2. How do I contact La Provence?

3. What is La Provence's address?

4. How much is shipping?

5. When will my account be debited?

6. How will I know my order has been received?

7. When should I expect to receive my order?

8. Is it easy to return unwanted items?

9. Can I order from outside the UK?

10. Price Match Promise

How do I know my Personal Information is secure?

We use the very latest SSL (secure sockets layer) encryption technology, which is the industry standard security protocol. The site uses this technology to communicate with secure browsers like Netscape and Internet Explorer. This makes is extremely difficult for anyone else to decode. Find out more about our security.

How do I contact La Provence?

If you have an enquiry relating to your order, or about the Internet site, you can email Customer Services. We do aim to respond to all emails received within 24 hours (excluding weekends and bank holidays), so this is usually the best way to get in touch with us.

Additionally, to place an order via the telephone, the order hotline is 0845 658 8596 (8.30am to 6.00pm - Monday to Friday).

What is La Provence's address?

La Provence
Suite 244
77 Beak Street
Soho
London
W1F9DB
United Kingdom

How much is shipping?

We ship on all items to the UK Mainland where all orders over £40.00 are dispatched FREE of charge. Our standard postal rate of £4.50 applies to all orders below £40.00. If you live outside of the UK Mainland (E.g. Northern Ireland, Shetland Isles etc) then additional charges will apply. Please contact us for further details. For deliveries outside of the UK, please email us with details of what you would like to purchase and the country to be delivered to and we can advise you of the postage costs.

We dispatch all orders either via Royal Mail or via a courier service. If a courier service is used, a signature will be required upon delivery. If no-one is available to sign on delivery, a card will be left with details on how to organise re-delivery at a time that suits you.

When will my account be debited?

We will only charge the card at the point the order is placed if the items ordered are in stock. We will also send you an email to confirm that your order is on its way once it has been despatched.

How will I know my order has been received?

Upon receipt of your order an email confirmation will be sent to the email address provided. Please keep this email safe, as it will contain your order reference number.

When should I expect to receive my order?

Most of our products are delivered within 2-5 working days, with the exception of certain items such as childrens furniture and prints, which are made to order and can take between 2-3 weeks for delivery.  If for any unforeseen reason there is a delay, we will contact you.

Is it easy to return unwanted items?

Of course it is. If goods arrive damaged please advise us within three working days by telephone, email or letter to arrange return and refund of the items. No returned goods will be accepted unless authorised by us in advance.

If for any reason you are not satisfied with your goods, please contact us by telephone, email or letter within seven working days after they were received. We will arrange to exchange, or refund the goods, providing they are returned in perfect condition, unused and with their original packaging.

Please choose carefully as we do not offer exchange or refund on our Fatboy or Slouch Pod ranges range unless the item is faulty, significantly different from what was shown to you or where otherwise required by law.

Please note, you are responsible for postal charges for the return of the goods. La Provence is not responsible for return packages lost or damaged in transit. In order to prevent lost packages, we strongly recommend that you choose a delivery service with insurance, delivery confirmation and/or a tracking facility.

Reimbursement will be made to the purchasers credit/debit card account within 14 days after we are in receipt of the products.

Can I order from outside the UK?

Yes we take orders for many counties outside of the UK. For deliveries outside of the UK, please email us with details of what you would like to purchase and the country to be delivered to and we can advise you of the postage costs.

Price Match Promise

Your custom and loyalty is of utmost importance to us, so if you find the same product online at a cheaper price (delivery costs included) we will do our best to match or beat that price. Combine that with our FREE GIFT on all orders over £20* offer, we are sure you will find shopping at La Provence an enjoyable experience!

To take advantage of this offer, please email Customer Services with details of the price and description of the product you are interested in purchasing, as well as a link to the other website selling the same item (please note: product must be the exact equivalent including colour, style etc.) We will then verify the information and let you know whether we are prepared to match the price you have quoted. We will endevour to respond to you within the same day, so that you may then place your order promptly and without any delays.

*more information on our FREE GIFT offer can be found on our Terms & Conditions page.