We have a large network of distributors and stores around the globe. Please contact us through email support@theagouverneur.com and make sure to mention where you live so we can advice you where to find our products near you.
FAQ
General Questions
- Where can I buy your kits?
- Do you sell to Distributors or Stores?
- Why is there a price difference between Linen or Aida fabric kits?
- I'm stuck on my project, can you help?
Where can I buy your kits?
Do you sell to Distributors or Stores?
Yes, we also sell to distributors and store owners. To request information please contact: support@theagouverneur.com and we will connect you with the sales department.
Why is there a price difference between Linen or Aida fabric kits?
The price difference between both fabrics goes back to the raw material prices. Last year the price of raw natural Linen has more then doubled! Since we care about high quuality fabrics we do not mix linen with polyester fibres, but remain using 100% natural linen. That makes the prices between both fabrics are different.
I'm stuck on my project, can you help?
We have Customer Service Representatives available to help with your projects from 7:30 am to 5:00 pm, Monday through Friday, Amsterdam Time. For questions related to Thea Gouverneur kits our technical advisor team will be happy to assist. Please email us at support@theagouverneur.com and we will get you the assistance needed.
Ordering and delivery
- Can I place an order without creating an account?
- Where is my order confirmation?
- Why has my order been canceled?
- When will my order arrive?
- What countries do you ship to?
- How much is shipping?
- Can I track my order?
- Will my international shipments be charged Custom Fees / VAT upon arrival?
Can I place an order without creating an account?
Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://www.theagouverneur.site/register and follow the instructions on-screen.
Where is my order confirmation?
This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at support@theagouverneur.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.
Why has my order been canceled?
We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.
When will my order arrive?
Orders that require shipping within Europe will be delivered within one to 5 days, depending on your preferred shipping method. Shipping to countries outside of Europe may take up to 14 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.
What countries do you ship to?
We ship to most regions worldwide.
How much is shipping?
Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. If your order value is more than Euro 50.-, we provide free international shipping .
Can I track my order?
Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.
Will my international shipments be charged Custom Fees / VAT upon arrival?
Each country has different rules on Customs Fees & VAT, so if you are concerned, please be sure to check the limits in your country.
Returns
- Can I return or exchange an item?
- How do I return an item?
- What do I do if I lose my return note?
- My order has arrived but it’s not as I expected. What can I do?
Can I return or exchange an item?
You can absolutely return your item to us, within 60 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges.
How do I return an item?
Please contact our customer service team via support@theagouverneur.com. Providing the return is within the 60-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging and freight cost when returning an item.
What do I do if I lose my return note?
We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.
My order has arrived but it’s not as I expected. What can I do?
In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via support@theagouverneur.comwith the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.
Misc
- Do you sell gift vouchers?
Do you sell gift vouchers?
Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher instead.