Frequently Asked Questions

Can I change my order?

We understand that sometimes you change your mind. However, whether you can make changes depends on the current status of your order. If you need to make changes, please contact us as soon as possible.

Once your order is packed and shipped, we cannot change, add, or remove items. If you wish to add items, you can place a new order. If for some reason you want to remove items, you will need to proceed with a return once you receive your order. To return any items, please refer to our Return Policy.

Can I cancel my order?

Please contact us as soon as you decide to cancel your order. If it has not yet been shipped, our client care team will take the necessary steps to cancel it.

Once your order has been shipped, we are unable to cancel it. If you have already received a shipment confirmation with a tracking number, you will need to initiate a return process once your receive your order.

I submitted my order more than 24 hours ago but I still have not received an order confirmation email. What should I do?

Check your spam folder and ensure that ecommerce@deuxpardeux.com is added to the safe senders list in your email account. This will prevent the anti-spam filter from blocking future communications. If you still haven't received an order confirmation email, please contact us. There may be an error associated with the email address you provided.

I accidentally entered the wrong shipping address. Can it be corrected?

Unless your order has already shipped, the answer is yes. As long as your order is in the Received or In Process status, we can amend your shipping address. Please contact us with your order number as soon as you notice the error, and we will update your order with the proper address.

What should I do if an item is missing from my order?

If an item is missing from you order, please contact ecommerce@deuxpardeux.com within 7 days of receiving your package, providing your order number, and we will be able to assist you. Please include the packing slip when you contact us.

My order shows as "Delivered," but I haven't received it. What should I do?

Sometimes, packages are left in hidden or secure areas (e.g., porch, back door, or with a neighbor). If you still have not found it, please contact ecommerce@deuxpardeux.com. Please note that we cannot accept any requests if more than 7 days have passed since the package was marked as delivered.

What happens if my package is returned to sender due to incorrect or insufficient information?

If your package is returned to us because of incorrect or insufficient address information, we will need to reship the item to you. Please note that a $10 reshipping fee will apply. To avoid this, kindly ensure that all address details are correct and complete at the time of your order. If your package is returned, our customer service team will reach out to confirm the correct information and process the reshipping fee.

Why is the amount I paid less than the amount of my order?

If an item is unavailable at the time of shipping, your invoice may be lower than expected. You will only be charged for the items that were actually shipped.

Why did you charge me twice even though I only placed one order?

Deux par Deux guarantees that your credit card will only be charged once for the amount of an order. You may notice the amount appearing twice on your statement: the first entry corresponds to the payment authorization request made when you place the order, while the second confirms the actual charge.

What should I do if I cannot log into my account?

When you register, Deux par Deux recognizes the country in which you are located. We automatically associate that country with your account, so it will only be active on that country's version of the website. If you cannot log into your account because your email address or password is not recognized, it could be because you are navigating a different country's version of our website.

Confirm that you are on the correct country's website and double-check that you have entered the proper username and password. If you still have trouble, contact us, and we will help you figure it out!

What should I do if I forgot my password?

If you forgot your password, click the Forgot your password? link on the login page and follow the procedure to change it. If you need further assistance, just contact us and one of our customer service representatives will be happy to assist you.

Can I change the country of my account?

If you wish to transfer your account to the website of a different country, please contact us.

How can I delete my account?

We can't think of a single reason why you would want to leave us, but if you decide to cancel your account, please contact us, and we will handle it for you.

What should I do if I have subscribed but still don't receive your newsletter?

Try adding the email address ecommerce@deuxpardeux.com to the safe senders list of your email account. This will prevent the anti-spam filter from blocking future newsletters.

If you have done that and are still not receiving our emails, please contact us and we will work to resolve the issue.

How can I unsubscribe from your newsletter?

Are your kids all grown up and you no longer wish to receive our newsletter? You can unsubscribe at any time. Simply click on the unsubscribe link at the bottom of any newsletter. A separate web page will open where you can confirm that you want to unsubscribe.

How do Coupon Codes work?

Deux par Deux coupon codes allow you to enjoy deals and exclusive offers. To sign up to receive our coupon codes and exclusive promotions, subscribe to our newsletter. To take advantage of a promotion or an offer, enter the code in the "discount code" field at checkout and hit the Apply button. If the code doesn't work, double check our newsletter to confirm the dates of the promotions and the products and categories it can be applied to. In some cases, discounts can only be applied to certain items and on certain days.

Can I shop from my Mobile device?

Of course! We have a mobile-optimized version of our website so you can shop from any smartphone or tablet.

How do I make a purchase?

Making a purchase at Deux per Deux is easy as can be. Simply follow the steps detailed above under How to order. At the point of checkout, you will be asked to login into your Deux par Deux account or continue as an unregistered guest. You can check out as a guest, create a new account, or login with your email and password if you have shopped with us before. If you plan to pay for your purchase with a Deux par Deux store credit, you will need to register and create an account.

What if an item is out of stock?

With clothes and accessories as cute as ours, it's no surprise that items often sell out - but that doesn't mean you're out of luck. Select the size you want and click on the Notify me if back in stock button. If we get the item/size back in stock, we will immediately notify you by email.

What if an item is sold out?

At Deux par Deux, we create fresh new boys and girls collections every season, so we do not re-stock seasonal collections. If an item you love is completely sold out, we suggest that you browse similar styles for alternative items and shop our new collections to find items that are fully stocked.

How do I know if an item is in stock?

If you are able to place an item in your shopping bag, it’s in stock. If you see a greyed out size, that means that item in that particular size is no longer available. If that's the case, you won't be able to add the item to your shopping bag.

How will I know if you have received my order?

Once you have successfully placed your order, we will send you a confirmation email with the details of your order. You will receive a second email once your ordered has been shipped.

Why have items that I added to my Bag disappeared?

Until you submit your order and add your payment method, items in your shopping bag cannot be confirmed. Even though items may be in your cart, they remain available on our website for other clients to buy. So if you hesitate to check out, you run the risk of losing out on certain items. If items sell out before you check out, you will receive a notification that those items are no longer available for purchase.

How do I find a specific item?

If you know the name or item number of the style you're looking for, you can type it right into our search bar at the top of each page. If you're searching for a particular category, start by selecting the child's gender and then clicking on the product category. Once you have selected your desired category, you can filter the listings further using the options on the left side of the page. You can filter items by product category, by size, by color, by theme and by season.

Do you offer gift cards?

Looking for a great gift but aren't sure what item or size to choose? We offer digital gift cards for $25, $50, $100, and $200. At this time, we do not offer physical gift cards. Please note that digital gift card purchases are non-refundable.

How do I buy a Gift Card?

You'll find a Gift Card link on the menu or at the footer of every page. Simply click that link to buy or redeem a gift card. We only issue gift cards electronically - we do not send physical gift cards through the mail. Instead, the lucky recipient of your gift card will receive a digital gift card via email.

How do I activate my Gift Card?

Login or register to activate your Gift Card. Once you've signed in, go to My Accout and click Store Credits. There you'll find Activate Your Gift Card Credit, where you can enter your unique activation code. There is no limit to the number of Gift Cards you can use in a single purchase. If your order exceeds your credit value, the remaining balance can be paid for by credit or debit card. To check the balance of a gift card, login and click on Store Credits under My Account.

Where can I find my store credit balance?

If you have a store credit in your account, a pale red dot will appear in the top right corner of the page where it says "Hi...". Hover or click and a drop-down will appear that shows your total balance. If you don’t see a balance on that menu, it means you currently have no store credit in your account. When you’re ready to check out and place your order, the credit will automatically be deducted from your order total. If you’re having trouble finding your balance or you think there may be an error, email us at ecommerce@deuxpardeux.com. We're always here to help you resolve those pesky technical issues!

QUESTIONS?

QUESTIONS?