FAQ

MY ACCOUNT You can use your “My Account” page to keep your personal information up to date, view details of your orders, track deliveries, print your invoices and complete online returns and cancellation slips.
How do I create my account  ?
Please follow the steps below:
1. Click on “my account”
2. On the login page, enter your email address and a password
Passwords must be at least 8 characters long and must contain an uppercase letter and a special character
3. Click on “create my account” to complete the process You will receive an email confirming the creation of your account. You will need to enter your email address and password to log in and place a secure order in our eShop.
How do I log into my account  ?
Please follow the steps below:
1. Click on “My account”
2. On the login page, enter your email address and password
3. Click on “log in” to access your account
If you fail to sign out of your session, you will remain logged in.
How do I change my personal information (password, delivery address, etc.) ?
By logging into your account and clicking on “My personal information” you can:
- change your email address
- change your password
- update your personal information
To change your delivery and/or billing address(es), click on “My address book”, select the relevant address and click on “Change”.
What do I do if my email address already exists ?
This means that you have already set up an account with this address. If you cannot remember your password, you should click on “Forgotten password” and then enter your email address. You will then receive an immediate email containing a link to reset your password. If you do not receive this email, please check your spam folder.
If you still cannot find it, please contact Customer Services directly.
How do I retrieve/change my password ?
If you cannot remember your password, please click on “Forgotten password” on the login page and then enter your email address. You will then receive an email containing a link to reset your password. To change your password, simply go to the “My personal information” section when logged into your account, click on “Change my password” and then enter your old and new passwords in the appropriate fields.
MY WISH LIST You can use your wish list to select an item or items which you would like to buy at a later stage or to share them with friends via email or social networks. Please note: the wish list function only allows you to preselect an item or items. It cannot be used to reserve items.
How do I create my wish list ?
To add an item to your wish list, you must first log into your account. Then simply go to the product page, select the size required and click on the “Add to my wish list” button.
To view your full wish list, click on “My wish list” on your” My Account” page.
Items which are not yet available and marked “coming soon” can also be added to your wish list. We will email you on the first day that the item(s) go on sale.
How do I share my wish list  ?
Simply click on the “Send my wish list to a friend” button and enter his or her email address.
How do I add my wish list to my basket ?
Simply click on the “Add all items to basket” button. Items which are out of stock will not be added to your basket.
NEWSLETTERS
How do I subscribe to your Newsletters ?
Simply enter your email address in the “Newsletter” box or tick the Newsletter subscription box in the “My personal information” section. As soon as you have an account, you will start to receive all our emails with details of new products, private sales, etc.
How do I unsubscribe from your Newsletters ?
To unsubscribe, log into your account and click on “My personal information” and then uncheck the Newsletter subscription box. You can also use the unsubscribe link at the bottom of our Newsletters. You will be unsubscribed immediately. From then on, you will receive no further emails (including invitations to private sales) from us.
PRODUCTS
How do I find out if an item is available ?
When an item is temporarily unavailable through our eShop, the product page is visible but the sizes are greyed out and cannot be selected. This means that we are out of stock. Please contact Customer Services if you wish to check availability in one of our stores.
Size guide
To ensure the best fit, please consult the size guide on each product page.
How do I find the composition and care instructions for a particular item ?
You will find the composition and care instructions on the product page. Please note that if you fail to respect these instructions, we will be unable to exchange the item or issue a credit note or refund.
If I lose a button, can you get me a replacement ?
We will do our best to help you. Please contact our Customer Services department.
What do I do if my product is faulty ?
Please use our contact form to contact our Customer Services department and, if possible, attach a photo of the item in question with a note explaining the nature of the fault.
We will carry out an initial assessment with our Quality Control Department and we will get back to you to tell you what to do next.
ORDERS
What do I do if I cannot add an item to my basket  ?
Check that the item you wish to order is still available: if the size is greyed out, this means that the size is no longer available and so you cannot add it to your basket.
Can I change or cancel my order ?
Once your order has been placed, it cannot be changed or cancelled. Please check it carefully before proceeding to the payment page. By clicking on “pay for my order”, you indicate your unconditional acceptance of Comptoir des Cotonniers’ General Terms and Conditions of Sale.

We cannot add any further items to an order which has already been paid for.
How do I use my discount code ?
Enter the code in the “Enter your discount code” field and then click on “OK”. When the code is accepted, a message appears and your order is automatically updated. You can enter several consecutive codes if the offers can be used cumulatively.
What do I do if I haven’t received an email confirming my registration, order, etc. ?
Firstly, we suggest that you check your junk and spam folders. If you still cannot find the confirmation email, you can check if the order appears on your account.Please contact Customer Services for assistance.
PAYMENT
Is online payment secure ?
Transactions are secured by Adyen, the leading European internet payment service, which enables you to make fully secure purchases through secure connections (https). The payment is processed securely and your bank details are encrypted thanks to the SSL protocol.
So at no stage do we have access to your bank details as they are not stored on our website.
What payment methods do you accept ?
You can pay by Carte Bleue, Visa, MasterCard or American Express. You can register one or more card numbers which you can then use to make future purchases simply by entering your security code.
Comptoir des Cotonniers also accepts payment by PayPal, a secure payment method which allows you to make online payments without having to enter your credit card number. All you need is your email address and PayPal password.
Are gift cards bought online and your credit notes valid for use in your stores ?
Our credit notes are valid for 6 months and can be used for a number of separate transactions. Credit notes issued by us and gift cards purchased online are only valid in our eShop. You can view your valid credit notes on your “My account” page. Those issued in our stores can only be used in our stores.
How do I use my credit note to make a purchase from the eShop ?
On the payment page, you have the option of paying with your valid credit note(s). Simply select this payment method. If the value of the credit note is higher than the total price of your order, the balance remaining on your credit note will be displayed. If the value of the credit note is lower than the price of your order, you will have to complete the purchase using another method of payment.
How do I use my eGift card ?
On the payment page, you have the option of paying with your eGift card(s).
To do this, enter the code for each eGift card (these details are sent to you by email when the eGift card is created). If your order exceeds the value of the e-card, you will have to pay the difference using a payment method of your choice. The e-card can be used on several occasions until the entire value has been redeemed, within a period of validity of one year from the date of the email confirming the issue of the e-card.
Please note: eGift cards do not appear on your “My account” page. If you have forgotten your remaining balance, please contact our Customer Services department.
When will my payment be debited from my bank account ?
Your credit card or PayPal account will be debited as soon as your order is confirmed.
DELIVERY
Where do you deliver to ?
We deliver to 23 countries in the Euro zone (see list below) and to the UK through our dedicated eShops (FR, EU, UK, ES and DE). If your country of residence does not appear in the list, you can place an online order and arrange for it to be delivered to someone who lives in one of the countries on the list below, so that they can then send it on to you. We do not deliver to French Overseas Departments and Territories or Armed Forces postcodes.
 
Metropolitan France Germany Luxembourg Slovakia
Austria Greece Malta Slovenia
Belgium Hungary Monaco Spain
Czech Republic Iceland The Netherlands Sweden
Denmark Ireland Poland UK*
Finland Italy Portugal

* If you wish to have goods delivered to the UK, please use our online shop at comptoirdescotonniers.co.uk
What are your delivery methods ?
You can choose from standard delivery by Colissimo for deliveries in metropolitan France and abroad or express delivery by Chronopost (in France only).
What are your delivery times ?
Orders placed over the weekend are processed on Monday.

In France, Colissimo deliveries should reach you within 2-5 working days of dispatch (Monday to Saturday, excluding public holidays).

Orders for destinations outside France (with the exception of the UK) are delivered by Colissimo International. This service guarantees delivery within 5-10 working days of dispatch (Monday to Saturday, excluding public holidays).

Chronopost guarantees delivery to destinations in France within 24 hours for orders placed before 12 noon (Monday to Saturday, excluding public holidays).

You will receive an email confirming that your order has been dispatched along with a tracking number.

A signature is required upon delivery.
Is there a delivery charge ?
Orders totaling €195 or more qualify for free delivery. For orders totaling less than this amount delivery will be charged as follows:
- €6 for Colissimo delivery in France
- €13 for Chronopost delivery in France
- €13 for Colissimo delivery outside France
How do I change my delivery address after confirming my order ?
If you wish to change a delivery address, call our Customer Services department quoting your order number.
PLEASE NOTE: you can only change a delivery address if the order has not yet left our warehouse.
How do I track my parcel ?
In your order confirmation email, you will find a tracking number and a link to the carrier’s website where you can track your parcel. You can also track your order directly from the “My orders” section of your account. Click on the relevant order number and you will be taken directly to the carrier’s parcel tracking number.
What happens if I’m not in when my order is delivered ?
The carrier will leave an attempted delivery card in your letterbox. You can then collect your parcel from your post office or a Chronopost depot in France. On the card, you will find an internet link which you can use to select a new delivery date or address. Alternatively, whether you have an attempted delivery card or not, you can go straight to your post office or the Chronopost depot (in France) with the tracking number and some form of identification.
Please note: if your parcel remains undelivered after 10 days, it will be returned to our warehouse and our Customer Services department will contact you.
What happens if I do not receive my parcel ?
Firstly, you can check that your order has been dispatched using the parcel tracking number which appears in your confirmation email or on your account page. Please contact our Customer Services department quoting your order number and tracking number so we can investigate the matter with the carrier.
RETURNS Goods must be returned in their original condition. Goods which are returned incomplete, damaged,worn or soiled will not be accepted.
What is the time limit for returning goods ?
You have a period of 30 days (from the date you received the parcel) in which to return your item. The conditions for returning goods remain the same for items purchased in our stores.
How do I return an item ?
The item should be returned only to the address below and should be accompanied by the completed returns slip. You can find this on your customer account. You should complete it online, indicating if you wish to exchange the item or receive a credit note or refund and stating the reason for returning it. We recommend that you retain your proof of posting.

Comptoir des Cotonniers
SAV e-boutique
ZAC Eurocentre
101 Av. de l'Europe - Bât B
31620 Castelnau d'Estretefonds
FRANCE

- Credit note: credit notes are valid for purchases in the eShop for 6 months from the date of issue. They can be used for a number of separate transactions and are non-refundable.
- Refund: refunds are paid into the bank account you used to place your order.

When an order was placed using an offer code entitling you to a discount on the purchase of a predetermined number of items in one transaction, and you then return an item or items, this may invalidate the discount if the number of items falls below that required to qualify for the discount. The refund paid will reflect the fact that the discount is no longer applicable.
How do I exchange an item ?
To do this, tick “Exchange” on your online returns slip and enter the reference number of the replacement item. You can exchange an item or items, provided that the total cost does not exceed that of the items returned.
You may not, however, seek to exchange an item and apply for a refund. You will receive a credit note for the remaining item(s). The new item will be delivered free of charge.
What do I do if I cannot print the returns slip ?
If you have a problem or if you have no printer, you can write the following details on a sheet of paper: surname, forename, telephone number, email address, order number and date, the item(s) returned with its/their reference number(s), quantity/quantities and the reason(s) for returning it/them.
How long will it take to process my return ?
You will receive an initial email confirming that your parcel has reached our warehouse and then a further one confirming that your return is being processed.
Your return will be processed within 30 days, but we endeavor to deal with your request within 72 hours of your parcel reaching our warehouse (excluding business hours).
Is the delivery charge refunded when items are returned ?
The delivery fee charged when your order was dispatched is only refunded if you exercise your right to cancel within 14 days of the date on which you received your parcel.
Do I have to pay the delivery charge when I return an item  ?
You are responsible for the cost of returning items, as stated in our General Terms and Conditions of Sale. We recommend that you retain your proof of posting.
Do I have to return the item in the original packaging  ?
Items should be returned in appropriate packaging. However, shoes should be returned in their box. Please do not use the box for posting items.
HOW TO CONTACT US

Our dedicated eShop Customer Services department is open 9am - 6 pm
Monday to Thursday and 9 am to 3.30 pm on Fridays (except public holidays).

You can contact us via our contact form, call us on +33 1 43 12 04 44 (calls charged at local rate) or
write to us at the following address:
Comptoir des Cotonniers
eShop Customer Services
151 Rue Saint Honoré
75001 PARIS
FRANCE