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.
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.
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”.
- 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.
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.
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 issue a refund the product.
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.
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 is confirmed, you have one hour to change your address or cancel your order during customer service opening times (Monday-Friday 9am-6pm, exc. bank holidays in France). No other changes are possible.
We cannot add any further items to an order which has already been paid for.
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.
Scam websites
We are sorry to inform you that there are more and more scam websites pretending to sell our Comptoir des Cotonniers products from past and current collections.
The websites use our logos and images and sell fake products with links and scam promotions that can cause confusion. Please be careful and check things like the host's email address and T&Cs on the website you're browsing before you buy anything.
If you visit a scam website, do not share any personal data or bank details and do not download any documents.
Please note, our legal and official Comptoir des Cotonniers websites are:
• Comptoirdescotonniers.com
• Comptoirdescotonniers.es
• Comptoirdescotonniers.de
• Comptoirdescotonniers.eu
Got a question? Please send us the website details using our contact form.
So at no stage do we have access to your bank details as they are not stored on our website.
Scam websites
We are sorry to inform you that there are more and more scam websites pretending to sell our Comptoir des Cotonniers products from past and current collections.
The websites use our logos and images and sell fake products with links and scam promotions that can cause confusion. Please be careful and check things like the host's email address and T&Cs on the website you're browsing before you buy anything.
If you visit a scam website, do not share any personal data or bank details and do not download any documents.
Please note, our legal and official Comptoir des Cotonniers websites are:
• Comptoirdescotonniers.com
• Comptoirdescotonniers.es
• Comptoirdescotonniers.de
• Comptoirdescotonniers.eu
Got a question? Please send us the website details using our contact form.
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.
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 valid for use in your stores ?
A gift card purchased online can be used on the Site and in our Boutiques with the exception of our boutiques in Switzerland.
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.
**The Comptoir des Cotonniers e-gift card is available for any amount between 20€ and 999€ inc. VAT. It is only available to use on www.comptoirdescotonniers.com. The e-gift card recipient must create a customer account to be able to use it. The e-gift card is not named. The recipient is solely responsible for use of the e-gift card. No replacements or refunds apply if the e-gift card is lost, stolen or the expiry date is exceeded. The customer will be asked to provide the e-gift card recipient's email address when they place the order. The customer has the option to write a personal message which will appear virtually in the e-gift card. The recipient will receive an email once the e-gift card order has been confirmed. The email includes the e-gift card stating the amount and expiry date along with a code to use on the website. The code is activated upon receipt of the customer's order confirmation email which means the recipient can use it immediately.
E-gift card terms of use. The e-gift card is valid for one year on the www.comptoirdescotonniers.com website starting from the date the e-gift card email was sent. After this date, it can no longer be used on the website. Should the recipient's order exceed the value of the e-gift card, they must pay the difference through the payment method of their choice. The e-gift card can be used several times until the total amount has been used, within the aforementioned period. Several e-gift cards cannot be used on one order: only one gift card per order. The e-gift card amount will be applied to the order total including VAT and delivery charges. Should the recipient wish to return goods paid for using an e-gift card, as per the terms outlined in article 8 of the Terms of Sale on the Comptoir des Cotonniers website, they can either exchange the goods or get a new gift card but they cannot be refunded the price of the goods. The aforementioned Terms of Sale apply to e-gift cards, with the exception of terms regarding the refund of the aforementioned goods and article 7 of the Terms of Sale which only applies if the e-gift card has not been used, even in part. Should the e-gift card be used in full or in part, no right to withdraw or refund of any kind for the goods applies. Should any of these terms contradict the Terms of Sale, these terms apply.
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.
**The Comptoir des Cotonniers e-gift card is available for any amount between 20€ and 999€ inc. VAT. It is only available to use on www.comptoirdescotonniers.com. The e-gift card recipient must create a customer account to be able to use it. The e-gift card is not named. The recipient is solely responsible for use of the e-gift card. No replacements or refunds apply if the e-gift card is lost, stolen or the expiry date is exceeded. The customer will be asked to provide the e-gift card recipient's email address when they place the order. The customer has the option to write a personal message which will appear virtually in the e-gift card. The recipient will receive an email once the e-gift card order has been confirmed. The email includes the e-gift card stating the amount and expiry date along with a code to use on the website. The code is activated upon receipt of the customer's order confirmation email which means the recipient can use it immediately.
E-gift card terms of use. The e-gift card is valid for one year on the www.comptoirdescotonniers.com website starting from the date the e-gift card email was sent. After this date, it can no longer be used on the website. Should the recipient's order exceed the value of the e-gift card, they must pay the difference through the payment method of their choice. The e-gift card can be used several times until the total amount has been used, within the aforementioned period. Several e-gift cards cannot be used on one order: only one gift card per order. The e-gift card amount will be applied to the order total including VAT and delivery charges. Should the recipient wish to return goods paid for using an e-gift card, as per the terms outlined in article 8 of the Terms of Sale on the Comptoir des Cotonniers website, they can either exchange the goods or get a new gift card but they cannot be refunded the price of the goods. The aforementioned Terms of Sale apply to e-gift cards, with the exception of terms regarding the refund of the aforementioned goods and article 7 of the Terms of Sale which only applies if the e-gift card has not been used, even in part. Should the e-gift card be used in full or in part, no right to withdraw or refund of any kind for the goods applies. Should any of these terms contradict the Terms of Sale, these terms apply.
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) through our dedicated eShops (FR, EU, 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 | The Netherlands | Sweden | |
Denmark | Ireland | Poland | |
Finland | Italy | Portugal |
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 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.
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 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
- €6 for Colissimo delivery in France
- €13 for Chronopost delivery in France
- €13 for Colissimo delivery outside France
Is it possible to change my delivery address after I placed my order ?
For technical reasons, it is unfortunately not possible to change your delivery address once the order has been placed.
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.
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 receive a 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
- 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.
Comptoir des Cotonniers
SAV e-boutique
ZAC Eurocentre
101 Av. de l'Europe - Bât B
31620 Castelnau d'Estretefonds
FRANCE
- 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.
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).
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 does the Right of Withdrawal work?
You have a withdrawal period of fourteen (14) days following the date you receive your parcel to return all products ordered without having to give any reasons or pay penalties.
In the event of withdrawal, you will be reimbursed delivery costs (if you paid them) but return shipping costs will be at your expense.
This withdrawal may be made by any means available, in particular:
- by telephone on +33 (0)9 69 39 29 97 from Monday to Friday from 9:00 am to 6:00 pm (except public holidays) ,
- by completing the withdrawal form available in your Customer account area in the "My Orders" section and sending it by email to service.client@comptoirdescotonniers.com
- by postal mail to: Comptoir des Cotonniers, Service Clients e-boutique, 151 rue Saint Honoré - 75001 Paris / France.
Once you have informed the Comptoir des Cotonniers of your withdrawal, you must return the products in question within 14 days from the date of this notification, along with the return voucher (to be completed online in your Customer account area in the "My Orders" section, then printed) to our depot:
Comptoir des Cotonniers
SAV e-boutique
ZAC Eurocentre
101 av. de l'Europe - Bât B
31620 Castelnau d'Estretefonds
France
Any product returned as a withdrawal or as satisfied or money back warranty, must not have been used, damaged, soiled or washed. Products must be returned in suitable packaging along with the duly completed return voucher. Moreover, footwear must be returned in its original box which should not be used as the actual shipping packaging.
Reimbursements for products under the right of withdrawal must be requested within fourteen (14) calendar days from the date of notification of withdrawal or deferred until the day on which the Products are received by Comptoir des Cotonniers.
In the event of withdrawal, you will be reimbursed delivery costs (if you paid them) but return shipping costs will be at your expense.
This withdrawal may be made by any means available, in particular:
- by telephone on +33 (0)9 69 39 29 97 from Monday to Friday from 9:00 am to 6:00 pm (except public holidays) ,
- by completing the withdrawal form available in your Customer account area in the "My Orders" section and sending it by email to service.client@comptoirdescotonniers.com
- by postal mail to: Comptoir des Cotonniers, Service Clients e-boutique, 151 rue Saint Honoré - 75001 Paris / France.
Once you have informed the Comptoir des Cotonniers of your withdrawal, you must return the products in question within 14 days from the date of this notification, along with the return voucher (to be completed online in your Customer account area in the "My Orders" section, then printed) to our depot:
Comptoir des Cotonniers
SAV e-boutique
ZAC Eurocentre
101 av. de l'Europe - Bât B
31620 Castelnau d'Estretefonds
France
Any product returned as a withdrawal or as satisfied or money back warranty, must not have been used, damaged, soiled or washed. Products must be returned in suitable packaging along with the duly completed return voucher. Moreover, footwear must be returned in its original box which should not be used as the actual shipping packaging.
Reimbursements for products under the right of withdrawal must be requested within fourteen (14) calendar days from the date of notification of withdrawal or deferred until the day on which the Products are received by Comptoir des Cotonniers.
HOW TO CONTACT US
Our dedicated eShop Customer Services department is open 9am - 6 pm
Monday to Friday (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