FREQUENTLY ASKED QUESTIONS
HOW CAN I PLACE AN ORDER ON TOUCHEPRIVE.COM?
Please add the selected product to your cart by clicking the "Add to Cart" button.
After you add all the products you want to buy in the cart, click the "Payment" button in the upper right corner to go to the cart.
In the following page, complete the delivery address form. Select the desired method of payment and fill out the required information. After this, click on the "Complete Order" button
Finally, click on the "Complete Order" button. Your order is on its way!
HOW CAN I TRACK MY ORDER IF I DO NOT HAVE AN ACCOUNT?
You can track your cargo via using the cargo tracking number, sent to your email after you have placed your oder. In order to track your order on eu.toucheprive.com, you will need to create an account.
CAN I ADD, REMOVE OR CHANGE PRODUCTS IN MY ORDER AFTER I HAVE PLACED THEM?
In the event that the request is made before the shipment is sent you may add, remove or modify products in your order. For more information on your request, please contact our Customer Service.
HOW CAN I LEARN ABOUT THE STATUS OF MY ORDER?
After logging in to the main page, you can click on the user name in the top right corner of the screen, and check all the details of your current orders. You can also follow the shipping status of your order by clicking on the shipping tracking number on my orders page after completing your order. The tracking information will be shared with you after the order is shipped via e-mail. You may also track your shipment on the DHL website, https://www.dhl.com/global-en/home/tracking.html
MY ORDER CAME DEFECTIVE OR NOT AS REQUESTED. WHAT SHOULD I DO?
In the rare case that your order is defective or incomplete, you reserve the right to return the product within 30 days of purchase and get full refund. For this, you need to send a notification to the Customer Services number on the main page and follow the shipment instructions on the Returns page. https://eu.toucheprive.com/pages/return-policy
DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?
No, you do not need to create an account to place an order. However, in order to place your order faster, and to be able to track your order on our website, as well as to get the latest news and discount campaigns on our store, we encourage you to create an account.
HOW CAN I MAKE SURE THAT THE PRODUCT I CHOSE IS IN STOCK?
To check whether your choice is in stock, you can simply look at the sizes. The out-of-stock products will appear as blank, and the ones visible will be in stock.
I HAVE RECEIVED DIFFERENT PRODUCTS THAN THE ONES I ORDERED, WHAT SHOULD I DO?
In the rare case that this happens, you have the right to return your product and get a full refund. You can simply follow the instructions on the returns page. https://eu.toucheprive.com/pages/return-policy. The products you have returned will be reimbursed within 7 days of receiving the products.
WHAT IS "MY CART"? HOW DO I USE IT?
"My Cart" is a screen that you can easily reach from the top right corner of the main page and you will use it frequently when you shop on our site. On this screen you can:
-You can add the products you like when you browse the product pages by using the "Add to Cart" button.
-You can use your discount codes via the "My Cart" screen.
-You can specify the number of products you want to buy on this screen.
-If there is a product you no longer want to buy you can remove the product from the cart by pressing the "-" button on the right side of the screen
-You can see the total price of your orders including VAT and the shipment costs you may need to pay in the "Total" section of the cart.
HOW LONG CAN I KEEP A PRODUCT IN MY CART
You can keep the products in the cart until they are out of stock When the product in the cart is out of stock it is automatically deleted from the cart.
HOW DO I KNOW IF THE DISCOUNT OR THE GIFT CODE I HAVE IS APPLIED?
After you apply the discount code in the Check-out section, you can control if the code is applied to the total amount.
CAN I USE A DISCOUNT CODE FOR ANY ORDER?
Unless otherwise stated, you can use a discount code for any order.
MY ORDER WAS NOT COMPLETE BUT I HAVE BEEN CHARGED THE AMOUNT. WHAT SHOULD I DO?
If your account was charged before the order occurred, contact our Customer Service team.
AFTER PLACING THE ORDER, THERE WAS A DISCOUNT ON MY ORDER. WHAT CAN I DO?
Since the price change takes place after the order, we are unable to take any action.
WHAT ARE YOUR PAYMENT OPTIONS
You can pay via Mastercard, Visa, Amex, Paypal, Bancontact, Ideal and Sofort.
IS MY PAYMENT DATA SECURE?
Toucheprive.com has no access to your credit card information. We work with the world's leading payment providers, and comply with the General Data Protection Regulation of the European Union (GDPR).
Toucheprive.com has no access to your credit card or other payment information.
DELIVERY AND SHIPMENT
HOW SOON WILL MY ORDERS BE SHIPPED?
Orders placed are prepared and delivered to DHL within 24 Hours.
The products are delivered to your door with DHL Express, delivered to your door within 2-4 business days.
Sometimes preparing an order takes longer than usual, particularly in busy seasons or holiday periods. Any exceptional delays caused by wrong address information are exempt from this service.
WHAT IS THE SHIPMENT FEE?
On all orders above 60 EUR, Express Shipment with DHL Express are free of charge. For orders below 60 EUR, the fee is 20 EUR.
WHERE IS MY SHIPMENT?
You can track your cargo via using the cargo tracking number, sent to your email after you have placed your order. After logging in, you can click on your username in the top right corner of the main page; In the "My Orders" section you can check the shipping information of current orders.
HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED?
You can track your cargo via using the cargo tracking number, sent to your email after you have placed your order.After logging in, you can click on your username in the top right corner of the main page; In the "My Orders" section you can check the shipping information of current orders.
CAN I PLACE AN ORDER FROM ANYWHERE AROUND EUROPE?
You can place an order from every country in the European Union, UK as well as the EFTA Countries (Switzerland, Norway).
We deliver to all corners of the EU, from Svalbard in the north to the Canary Islands in the south! :)
WHICH CARGO COMPANY DO YOU WORK WITH?
The shipments are delivered to your door with DHL Express.
On average, the delivery takes 3-5 business days but this can vary depending on your location or availability.
The shipment from our warehouse takes place within the same day for orders before 14:00.
WHAT HAPPENS IF I AM NOT AT THE DELIVERY ADDRESS WHEN THE CARGO ARRIVES?
If you are not at the address specified; the order is delivered to the nearest DHL Express branch and an information note is left at your door.
CAN I PICK UP MY CARGO FROM THE BRANCH?
With the cargo tracking number, you can contact the shipping company and tell them you want to receive the delivery from the branch.
CAN THE PRODUCTS I BUY AT DIFFERENT TIMES BE SENT IN THE SAME PACKAGE?
Each order is handled separately. We cannot guarantee that the orders you submit at different times can be delivered at the same time.
RETURN, CANCELLATION AND CHANGES
HOW DOES THE PRODUCT RETURN PROCEDURE WORK?
For your convenience, we would kindly like you to fill in a return request at:
At this address, you need to type your order number and your email address to make a request.
Return requests are answered within 2 working days.
Once approved, you will receive an email upon approval with instructions on where and how to return your order. When your item is returned at the return location, you will receive a full refund of your goods value in the payment method you used to purchase the item.
We use returns.toucheprive.com to receive the most accurate feedback and offer the best customer experience. *In case you have any questions or issues with the return process, you can reach us at:
WHICH PRODUCTS CAN I RETURN?
You may return the purchased product within 30 days from the date of receipt of the unused product, the label has not been torn off and you have not lost the merchantability.
IN HOW MANY DAYS CAN I RETURN MY ORDER?
You can return your order within 30 days from the date of receipt.
WHICH ADDRESS SHOULD I RETURN THE PRODUCT TO?
To return the product, you need to fill in a return request at:
The return address will be sent to you according to your location upon fillin in the return request
HOW LONG DOES IT TAKE FOR THE REFUND TO BE PROCESSED?
After the product has reached its destination, it takes on average 7 days for a refund to be processed.
I CAN'T SEE THE REFUND IN MY ACCOUNT. WHAT SHOULD I DO?
This is a very unusual occurence.
If you have problems with the return process, you can get detailed information by contacting our Customer Service team or email at
We will get back to you as soon as possible.
CAN I CHANGE THE PRODUCT I PURCHASED WITH ANOTHER PRODUCT?
We do not accept changes. If you want to change your product, you can create a new order immediately after the return request.
HOW CAN I CANCEL MY ORDER?
You can contact our Customer Service team to cancel your order.
I CANCELED MY ORDER. WILL THE CARGO FEES BE REFUNDED AS WELL?
If the order has not been shipped, the amount you paid together with the shipping charge is refunded.
WILL I STILL BE ABLE TO USE MY DISCOUNT CODE IN THE CASE OF CANCELLATION OR REFUND?
For defected products or incomplete shipments, your discount code is redefined for a second use. If there is no defect in your products and you are using the right of legal withdrawal, the discount coupon is not redefined.
CAMPAIGNS, PRODUCTS AND COUPONS
HOW DO I USE MY DISCOUNT COUPONS?
You can use the discount codes defined for you by entering the code in the "Discount Code" section at the Check-out phase. You can only use one discount code per purchase.You can apply the discount code to a whole order.
HOW LONG CAN I USE MY DISCOUNT CODES?
You can use your discount code until the expiration date specified.
WHEN DO THE SOLD-OUT PRODUCTS GET REPLENISHED?
When a product is out of stock, you can select the size of the product and click on the "Notify me when the stocks are updated". You will be notified by an automatic e-mail if/when the product is restocked.
HOW CAN I FOLLOW THE SPECIAL CAMPAIGNS?
You can follow our campaigns by signing up to our newsletter, or through our website.
HOW CAN I CREATE AN ACCOUNT?
By clicking on the '' SIGN IN '' button on our website, you can fill in the required information and create your account.
I FORGOT MY PASSWORD, WHAT SHOULD I DO?
Click on the "Login" button on our website and click "Forgot your password?" .
CAN I DELETE MY ACCOUNT?
To unsubscribe you can send e-mail to email@example.com or contact our Customer Service team, or simply click unsubscribe at the bottom of an email you have received from Touché Privé.
I WANT TO REACTIVATE MY CANCELED ACCOUNT. WHAT CAN I DO?
You can create a new account on our website.