How do I find what I'm looking for on your website?

Our collections are organised by category (style or function). Size and colour filters allow you to refine your search whilst browsing.

How do I make an order?

You can add your chosen items to your basket then confirm your order by clicking the 'order' button, after choosing your preferred delivery option. You can also continue browsing the site by clicking 'continue shopping'.

Has my order been processed?

You will receive a confirmation email once the card or Paypal payment for your order has been approved.
You will then be able to view your order history on your account. You can check it at any time by entering your login details.

How many days will it take for my parcel to arrive?

Depending on the delivery method chosen (Colissimo to your home or a collection point), you should receive your parcel within 3 working days in mainland France and 5 working days in other countries.
If your parcel status is 'delivered' but you haven't received anything, we recommend you contact Colissimo as soon as possible to make a claim. You will need your tracking number.

Are items in my basket saved?

Items added to your basket are saved; you can find them the next time you log in.

How can I modify or cancel my order?

You cannot modify your order once it is being prepared. If you wish to make a return once your parcel arrives, you should go to the 'returns and exchanges' page on our website.

How can I track my parcel?

The tracking service allows you to check where your parcel is at any time. If the status is 'delivery in process' and the set delivery date has not yet passed, we advise you to wait a few more days.
If your parcel status is 'delivered' but you haven't received anything, we recommend you contact Colissimo as soon as possible to make a claim. You will need your tracking number.

What delivery methods are available?

When you make an order, you can select your preferred delivery method: Colissimo to your home or to a collection point.

Do you deliver overseas?

We currently deliver to some countries in the EU and hope to expand our delivery area in the near future.

Do I need to be at home to take delivery of my parcel?

If you have selected the Colissimo to your home option, you do not need to sign for the parcel. The courier will leave it in the letterbox.

Which payment methods can I use?

You can either pay by card or via Paypal.

Is payment secure?

We guarantee that our payment platform is secure and that we do not retain any of the information provided when you pay.

How do I see my bill?

You can find your bill under 'my account'. You can view it at any time by entering your login details.

Is VAT included in the price shown?

All the prices shown on our website include VAT.

How do I exchange or return an item?

Go to the 'returns and exchanges' page on our website. Once we receive the parcel, we will refund your order. If you want to place a new order, a code will be sent to you so that you can get free delivery.

How long do I have to return my order?

Once your receive your parcel, you have 14 days to return the included item(s). Go to the 'returns and exchanges' page on our website.

My item is faulty, how do I claim a refund?

We pay the utmost attention to detail when designing and manufacturing our products. However, if you do find that the product you receive is faulty, please fill out the contact form and send us a photo. After assessing your claim, we will process the return and refund of your order.

How long does it take for my refund to be processed?

After your parcel has reached our warehouse and been identified, you should receive a refund within 7 days.

Do I have to pay to make a return?

We do not provide a prepaid return label so you will have to cover the costs. If you want to place a new order, a code will be sent to you so that you can get free delivery.

Where can I find a list of stockists?

Click 'points of sale' on the top-right our home page to see our store locator. Enter your postcode or the name of your town to see a list of retailers located close to your home.

How can I update my information?

First, log in to your account. You can then modify your information. If you have forgotten your password, click 'forgotten password', then enter your email address. We will send you a link to create a new password.

I've forgotten my password, what should I do?

If you have forgotten your password, click 'forgotten password', then enter your email address. We will send you a link to create a new password.

How do I contact Customer Services?

Please fill out our contact form. We will get back to you as soon as possible.

What process should I follow if I want to work with you?

Please use our contact form to outline your proposal.

I would like to become a stockist. Who should I get in touch with?

Please use our contact form to outline your proposal.

My order is a gift.

We do not attach a bill to the parcel so the price will not be disclosed to the recipient.
We don't have a gift message option but would be delighted to send your recipient a personalised email.

How do I sign up to receive your newsletter?

If you would like to receive our news, please enter your email address in the 'easy-letter' section at the bottom of our home page.

Easy Peasy collections

We create two new collections every year. We also have a selection of iconic, timeless and permanent designs available year-round on our website.

My chosen item is unavailable, will it be restocked?

Our seasonal collections are not restocked but we also have a selection of iconic, timeless and permanent designs available year-round on our website. These items are regularly restocked.

How do I work out my child's shoe size?

We advise using a foot measuring gauge to measure your child's feet. You can also click on the size guides shown in each product description to see the size/age correspondance chart.

Do I have to create an account to place an order?

Some information is mandatory to process your order (delivery and billing addresses, email, etc.). This is why we ask you to create an account. We guarantee that this information is never passed on to third parties or distributors.
You can update this information at any time by logging into your account.
In accordance with the French law on data processing and privacy of 6 January 1978, our site is registered with the CNIL (French National Commission on Informatics and Liberty) under number 2098098v0.
In accordance with this law, we can inform you of our offers via SMS, post or email. You have to right to access and rectify any data pertaining to you.
We never have access to your banking information (card number, expiry date, security code) as bank transactions are processed directly and securely by our payment partners.

What are cookies? How can I delete them?

We use cookies to improve the service we offer you and prevent you from having to log in every time you visit our website. A cookie is a computer file that is stored on your hard drive, allowing you to be recognised at any time. You can delete cookies at any time by deactivating them on your browser.

If you haven't found the answer to your question, feel free to get in touch with us by clicking here.

 


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