FAQs
FORGOTTEN ACCOUNT LOGIN / PASSWORD
Your login is simply your email address. To get your password again, go at the top of the page, click on “Your Account”, then click on “lost your password” and we will send you a new password to your email address.
HOW DO I CHANGE THE INFORMATION ON MY ACCOUNT?
Login to your account dashboard to modify your information. Click on “Your account”, enter your email address and password and you will be directed in your dashboard. You can access your dashboard at any time by clicking on “Welcome XXX” (XXX being your account name).
WHERE IS THE SHOPPING BASKET OF MY ORDER?
Your shopping basket is at the top of the page. When you click on the basket icon, you can view the item selected and click on “Go to Cart” to proceed to check out.
HOW DO I ADD ARTICLES TO MY BASKET?
Click on the articles which you like, and you will automatically go the product page on which you may have to select the possible options of size and colour, as well as the quantity.
Then click on the button “Shop Now” and your article will be added automatically to your basket. You can then continue your order by identifying yourself or choosing to continue your shopping on the site. At any time, you have access to your basket at top of the page.
Then click on the button “Shop Now” and your article will be added automatically to your basket. You can then continue your order by identifying yourself or choosing to continue your shopping on the site. At any time, you have access to your basket at top of the page.
HOW CAN I PLACE MY ORDER?
You can place your order at Excuse My French website 24 hours a day, 7 days a week, or by telephone from Monday to Thursday from 11am to 8pm and on Friday from 10am to 7pm.
WHICH SIZE DO I CHOOSE FOR CLOTHING?
Go to our sizes guide available at the bottom of the home page and on the product page, also available by clicking on this link
HOW TO KNOW IF THE PRODUCTS ARE AVAILABLE?
The availability of a product is mentioned on the product page concerned or at the shopping basket nevertheless, availability can vary during the same day according to the level of sales.
If a product you ordered is unfortunately out of stock, Excuse My French will contact you to find the best solution possible.
If a product you ordered is unfortunately out of stock, Excuse My French will contact you to find the best solution possible.
I MADE A MISTAKE, I WOULD LIKE TO MODIFY OR CANCEL MY ORDER IN PROGRESS. IS THIS POSSIBLE?
That depends on how far your order has progressed.
Please contact Customer Services, with your number of order and the reference of your product(s) by email hello@excusemf.com, or by telephone: +852 5562 0201 from Monday to Friday from 11am to 8pm Hong Kong Time.
Please contact Customer Services, with your number of order and the reference of your product(s) by email hello@excusemf.com, or by telephone: +852 5562 0201 from Monday to Friday from 11am to 8pm Hong Kong Time.
HOW DO I KNOW IF MY ORDER HAS BEEN TAKEN ACCEPTED?
After having confirmed your order and proceeded to pay using secure payment, an email of confirmation will be sent to you. It includes a summary of the order, the item(s), the quantity, the price of the selected products, the mode of payment and the delivery address.
CAN I FIND THE DETAILS OF MY ORDER?
You have the possibility of finding the details of your order, but also of your previous orders, in your dashboard accessible at any time by clicking on “Welcome XXX” (XXX being your account name).
HOW DO I USE MY GIFT VOUCHER?
You can enter your gift voucher in the Cart page and in the Checkout page. The system will automatically calculate the new total amount based your gift voucher value.
WHICH ARE THE MEANS OF PAYMENT ACCEPTED BY EXCUSE MY FRENCH?
Excuse my french offers you different payment methods: Visa, MasterCard, Bank Transfer and Paypal. Other payment means (e.g. Wechat pay, Alipay, PayMe etc.) will be released shortly.
ARE THE PAYMENTS BY CARD REALLY PROTECTED?
Excuse my french takes the security of the payments and the confidentiality of information that you give us very seriously. To this end, the site uses a protected mode of payment SSL (Secure Socket Layer) which allows the encoding of your banking co-ordinates during their transmission over Internet. You can see that the transmission is encrypted by software from the padlock symbol which appears in your navigator. The transaction is carried out via Stripes which is the most stringent level of certification available in the payments industry.
WHERE DOES EXCUSE MY FRENCH DELIVER TO?
Excuse My French can deliver all around the world.
HOW CAN I FOLLOW THE DELIVERY OF MY ORDER?
On your dashboard, in the section “Orders”, you can follow the delivery of your order.
WHAT IS YOUR RETURN AND EXCHANGE POLICY?
Our return and exchange policy is explained in our “Return and exchange” page accessible at the bottom of the home page or by clicking on this link
HOW DO I CONTACT CUSTOMER SERVICE?
You can contact our Customer Care team at the following telephone numbers:
Phone number: +852 5562 0201
Contact by e-mail: hello@excusemf.com
Our consultants are available from Monday to Thursday from 11 A.M to 8 P.M and on Friday from 10 A.M to 7 P.M.
HOW CAN I OFFER YOU MY IDEAS AND SUGGESTIONS?
You can share your ideas and suggestions by contacting us by email at: hello@excusemf.com
