Frequently Asked Questions (FAQs)

Bon Séjour Home's customer service team has compiled a list of the most frequently asked questions by customers. To make answering your question easier, we've broken out our FAQ's by the following:


How to Order
How to Create an Account
Account Information and Addresses
Our Website and Store
Shipping and Delivery
Returns and Refunds
How do I check my Order Status or Track my Order?'

 

If you still cannot find an answer to your question(s), please feel free to contact a customer service representative at (509) 682-9151 or you can contact us by email, phone, mail, or visiting our retail store.

How to Order


How do I place an order?

Click on one of our product categories or use our "Search for products" function (located in the right column in the shopping area of the site). When you see an item you like, click on it to get product details. Click on the Add to Cart button to add it to your Shopping Cart. Continue shopping until you're ready to check out. Your running total will appear in the right-hand navigation bar.

If an item is back ordered, you will be notified via e-mail or telephone.

Finished shopping? Click the "Show Cart" link in the right column under the Shopping Cart heading. Once you are in your shopping cart, click the "Checkout" button located on the bottom left of the cart. If it's your first time shopping on our website, please Create an Account (it's simple!), or simply Log In if you've ordered before. Review your order and click Update if necessary. Then click on Checkout. You'll need a secure browser and your credit card to order online.  [TOP]

How do I use advanced search?

Our "product search" box appears on the right column of every shopping page. If you have an idea of what you want, just type in a keyword, and click "Go." When you see something you like, just click on the image or item name to go to the product detail page. At that point, you can add the product to your Shopping Cart. Search the lifestyle blog by using the upper right search button on all article pages. [TOP]

How do I remove items from my shopping cart?

If your shopping cart is not yet "checked out," just click on the "trash can" icon next to the item. Once you've checked out, you may cancel an online order within 24 hours after we have received it. We may not be able to cancel an order if it's already in the shipping process. Please call us at 1 (509) 682-9151 Monday through Saturday, from 10 a.m. to 5 p.m., or Sunday from 11 a.m. to 3 p.m. Pacific Time, to speak with someone in our Customer Service department to inquire about canceling or changing an order that's already been placed. [TOP]

How do I make changes to my order?

If your shopping cart is not yet "checked out," just change the quantity of the item in your shopping bag, and be sure to click the "Update" icon. Once you've checked out, we may not be able to change an order if it's already in the shipping process. Please call us at 1 (509) 682-9151 Monday through Saturday, from 10 a.m. to 5 p.m., or Sunday from 11 a.m. to 3 p.m. Pacific Time, to speak with someone in our Customer Service department to inquire about canceling or changing an order that's already been placed. [TOP]

How do I cancel my order completely?

If you are in the process of checking out, and decide you'd rather cancel the order, abandon the checkout process by clicking on the Bon Séjour Home logo (or home). This will return you back to the homepage. At that point, you can either return to your shopping cart and remove the items that you no longer wish to purchase or you can leave them in your shopping cart. Your items will remain in your shopping cart until your session ends. [TOP]

How do I ship to an address other than my billing address?

Shipping to another address that is different from your billing address is easy. As you go through our checkout process, simply enter in the shipping address when you arrive on the shipping information page. If you're a registered user, the address will be automatically added to your address book (so that you can access it for future purchases). [TOP]

 

How to Create An Account

 

Must I create an account to shop?

At this time, you will need to create an account in order to shop. Creating an account makes it easier for you the next time you shop with us. In addition, when we have special offers, you'll be the first to know. Above all, it's simple – all we need is your name, your email address, and a password. That's it! [TOP]

Do I need to log in?

You don't have to log in to browse the site and take advantage of the many resources.  However, you will need to log in to make a purchase on the site. If you're registered, we only require a user name and password to log into the site. Registering on the site is highly encouraged because you can store your personal address book, as well as other personalization features. [TOP]

How will I know that you've received my order?

We'll email you a confirmation of your order, providing we have an accurate email address. This will include order number and total amount we'll charge. We'll send a subsequent email(s) when your products ship, including tracking information (if available). [TOP]

How do I know if my items are available
or if they're back ordered?

Occasionally, when we go to fill your order, we find that an item we believed was in stock is, in fact, damaged or defective. If this should occur, we'll notify you immediately. This will not incur further shipping charges. [TOP]

What tax rate are you charging me?

If you place your order in Washington state, in which we operate, we're required to charge you local tax on your purchase. There will also be tax on Shipping & Handling charges as well. [TOP]

What credit cards do you accept?

We currently accept Visa, MasterCard, and Discover. [TOP]

Is my credit card information secure?

Yes, our website encrypts all information sent via the Internet, so that data is transmitted privately and securely. [TOP]

When is my credit card charged?

Items are charged to you immediately, which is usually within a few minutes.  [TOP]

 

Account Information and Addresses

 

How do I remove my name from your mailing list?

Just let us know and we'll take the necessary steps. Simply email us your name and address exactly as it appears on your mailing label. Please allow three months for your request to be processed.

If you are receiving duplicate mailings, please indicate which name(s) and address(es) you would like removed from our list. [TOP]

How do I change my mailing, e-mail address or password?

Please log in to your account using the Sign In form on the top right of any page.  Once you are logged in, click on the "Your Details" link and change the details you wish. Or call us at 1 (509) 682-9151 Monday through Saturday, from 10 a.m. to 5 p.m., or Sunday from 11 a.m. to 3 p.m. Pacific Time. [TOP]

What do I do if I forgot my password?

If you forget your password information, just click on "Forgot your Password?" in the Sign In area on the top right of any page – or click here. Enter your email address into the box provided and click "Submit." A verification token will be sent to you. Once you have received the token, you will be able to choose a new password for your account. If you don’t remember the email address associated with your membership, contact us at Customer Service. [TOP]

What do I do if I forgot my username?

If you forget your username, just click on "Forgot your Username?" in the Sign In area on the top right of any page – or click here. Enter your email address into the box provided and click "Submit." Your username will be sent automatically (and confidentially) to that address. If you don’t remember the email address associated with your membership, contact us at Customer Service. [TOP]

Will you share my email address with others?

No. Review our Privacy Policy for more details. [TOP]

Will you share my address with others?

We use the personal information you provide for internal purposes, such as confirming and tracking your order, subscription or registration, analyzing trends and statistics, informing you of our new products, services and offers, and providing you with information from and about Bon Séjour Home. From time to time we might establish a business relationship with other persons or entities whom we believe trustworthy and whom we have asked to confirm that their privacy policies are consistent with ours. These are known as our Select Partners. In such cases we might share and cross-reference information, including personal information about you that will enable such persons or entities to contact you regarding products and services that may be of interest to you.

Please let us know if you'd prefer us not to. Please contact us with your name and address, and we'll take the necessary steps to ensure your name is not shared. Customer privacy is important to us. Click here for the details about our privacy and security policies. [TOP]

 

Our Website and Store

 

Are all of your products available online?

Right now, we only represent a select group of our most popular items online. We'll keep adding items in the future, so please come back and visit us again! [TOP]

Are all of your products available in your shop?

We represent a select group of new and seasonal items in our shop, as well as our regularly stocked items. Our website includes many regular items and some that may be seasonal. [TOP]

How do I order offline?

To place an order offline, please call (509) 682-9151 Monday through Saturday, from 10 a.m. to 5 p.m., or Sunday from 11 a.m. to 3 p.m. Pacific Time, and speak with a customer service representative. [TOP]

What if I have questions about your products?

Please contact our customer service team with any questions you have, or call us at 1 (509) 682-9151 Monday through Saturday, from 10 a.m. to 5 p.m., or Sunday from 11 a.m. to 3 p.m. Pacific Time. [TOP]

If I saw an item in your store but can't find it online,
how can I purchase it?

To place an order offline, please call 1 (509) 682-9151 Monday through Saturday, from 10 a.m. to 5 p.m., or Sunday from 11 a.m. to 3 p.m. Pacific Time, and speak with a customer service representative. If the item is in stock we will ship right away; otherwise we'll try to locate another one for you. [TOP]

 

Order Status / Order Tracking

Please call us at 1 (509) 682-9151 Monday through Friday, from 10 a.m. to 6 p.m. Pacific Time, to check the current status or track your order, or email us. Emails are responded to within 24 hours. Registered users can view a complete history of placed orders or obtain an order number by logging into "Account Maintenance" and clicking on "Order Information." [TOP]