Question 1

How do I track my order?

Accepted Answer

You will receive order-tracking notifications by email.

You can also track the progress of your order by logging in to your customer account, via the icon at the top right of the site on a computer or at the bottom of the menu on a phone.
If you have made your purchase as a guest (without creating a customer account) :

You can track your order using the [Track my order] portal in the footer of the Zadig&Voltaire site or by clicking here.

The portal can also be used by customers with an account.

Question 2

How do I return my item?

Accepted Answer

Return conditions

Your item must be returned to us in perfect condition, in its original packaging, not worn, not washed and with its label attached for us to accept its return and process your refund. Bags and leather goods must be returned with their fabric bag. Perfumes must remain sealed in their box under the plastic blister.
Web returns must be made from the country or territory where the order was delivered.
Important: certain items are excluded from the right of withdrawal for health and hygiene reasons. These include tights and fabric face coverings.

Return period

You have 15 days from the date of receipt of your order to return your item(s).

Return procedure

The returns procedure described in this section covers the countries territories eligible for the prepaid shipping label, as listed below:
Belgium / Germany / France / Denmark / Spain / Estonia / Finland / Latvia / Lithuania / Luxembourg / Netherlands / Portugal / Poland
/ Slovenia.

To return your item(s), please follow the procedure below:

1. Log in to your customer account. Access your order and click on [Return item]. Select the item(s) you want to return and indicate the reason for the return. If you do not have a customer account and have placed your order as a guest click on [Return] in the footer of our site or directly on our returns portal.

2. Print your return slip to include inside your return package and your prepaid Chronopost label to be affixed to the outside of the package.

3. Deposit your package in the Chronopost pick-up point of your choice. Find the list of pick-up points here.

4. Your return will be processed within 14 days from its date of receipt at our warehouse.

5. After checking that the returned product meets our criteria for returns (new product, not worn, in its original packaging and with the labels attached) we will refund you using the same payment method initially used to place the order. You will receive your refund confirmation by email.

DHL handles returns for countries outside the eurozone, including Switzerland and the United Kingdom.
If you are returning an item from a territory that is not part of the list of countries and territories eligible for the prepaid transport label, please contact our Customer Service department via this form, so that one of our advisers can schedule a collection of your parcel.

How do I check that my return has arrived?

You can track the delivery of your return parcel using the tracking number on your prepaid Chronopost label, which starts with X, and can be found below the first barcode. You will find your prepaid label in the email sent to you when confirming your return request. Please note that your return will be processed within 14 days of its date of receipt at our warehouse.

Question 3

E-Gift Card

Accepted Answer

How does an e-gift card work?

The e-gift card is a prepaid electronic card that you can give as a gift to your loved ones. It allows the recipient to choose their favorite items on our website and in our stores, then pay for their purchase using the balance on the card.

The purchase and use of the e-gift card are exclusively reserved for the following countries: France, Spain, Italy, Germany and Belgium.

The e-gift card is valid for one year from receipt of the purchase confirmation e-mail, and can be used for the purchase of all products available for sale (with the exception of a new e-gift card). It can be used in one or more transactions.

It is not exchangeable, but you can request a refund of your e-gift card within 15 days of the purchase date.

How can I buy a gift card?

To buy an e-gift card, go to our website on the url: https://zadig-et-voltaire.com/eu/be/p/ZV_GIFTCARDDIG/gift-card-digital or in our stores and outlets in France.

Choose the amount you'd like to offer, from a minimum of 50 euros to a maximum of 1,000 euros.

Follow the steps to finalize your purchase. The purchase of an e-gift card is only possible by credit card and it is not possible to cumulate a privilege code.

By choosing the [printable] option, you will receive by email, a few moments after the purchase, the summary of the E-Gift Card usage information, as well as an attached version in PDF format. You can print or transfer this to the recipient.

If you choose the [send] option, you will receive a summary of the E-Gift Card's usage information by email a few moments after the purchase, along with an attached PDF version. The recipient will receive these elements on the chosen date, at 9 a.m. (Paris time). Please note that if the date chosen is today's date, the elements will be sent to the beneficiary a few moments after the purchase.

How do I use my e-gift card to make an online purchase?

When the gift card recipient wishes to make a purchase from our online store, they can add the desired items to their shopping cart. On the checkout page, just like any other payment method, they must enter the e-gift card codes in the field provided. The card amount will be deducted from the order total.

What should I do if the value of the e-gift card does not cover the total amount of my order?

If the total amount of the order is higher than the balance of the e-gift card, the recipient will have to pay the difference using other payment methods accepted on our site.

It is not possible to use two e-gift cards simultaneously to pay for the same order.

Can I use my e-gift card for more than one purchase?

If the e-gift card balance is not fully used for a purchase, the remaining amount will be kept for future purchases.

How can I check the balance of my e-gift card?

To check your gift card balance, click here : Zadig&Voltaire and enter your gift card number and security code.

Does the e-gift card have an expiry date?

Your e-gift card is valid for one year from the date of purchase. The balance will expire if it is not used within this period, and it will not be possible to reclaim it.

What happens if I lose my e-gift card?

In the event of loss or theft of the E-Gift Card, the Customer must immediately contact Customer Services via the contact form.

The customer can use the E-gift card to pay for all or part of the order. If the value of the E-Gift Card does not cover the full value of the Order, the Customer must select another means of payment from among those described above. In the event of unsuccessful payment, the corresponding amount will be automatically credited back to the gift card within 12 hours. The Customer may not use two (2) E-gift cards for a single Order. The Customer may use the E-gift card in one or more instalments.

Can I return items purchased with an e-gift card?

Items purchased using an e-gift card are eligible for our standard return policy. This means within 15 days of the purchase date. Refunds will be issued in the form of a credit to the original e-gift card.

If another method of payment has been combined with the use of the e-gift card, the amount debited will be refunded first to the gift card within the limit of the balance originally on the gift card, and the remainder will be refunded to the second method of payment used.

Question 4

Can I change the items in my order?

Accepted Answer

It is not possible to amend your order because it is sent to our logistics provider in real time, as soon as it is created.

Once you receive the parcel, you can return one or more items free of charge by printing a prepaid carrier label from our website (this service is available for France and certain other territories). Please refer to the returns procedure for more information on this.

You can also exchange items purchased on the internet at a Zadig&Voltaire store (excluding department stores and outlets) for an item of identical or higher value, subject to payment of the price difference, if any.

We recommend that you contact the store before you visit to check that the item you want is available. Please refer to the in-store exchange policy for more information on this.

Question 5

How do I delete my customer account and my personal data?

Accepted Answer

If you wish to delete your customer account and your personal data, please contact our customer service advisers via our form. They will be able to assist you.

However, data relating to your invoices, warranty-covered products, or your request to exercise your rights cannot be deleted for legal or contractual reasons. These will be deleted once the retention period is reached.

Find all the information about the use of your personal data by clicking here.

Question 6

I did not receive my refund, what should I do?

Accepted Answer

We process your return within 14 days of receipt of the item at our warehouse. After we have checked that the returned product meets our criteria for returns, you will receive an email confirming your refund.
If, however, you do not receive your refund after this period, please contact our Customer Service department via our contact form.

Question 7

E-Gift Card

Accepted Answer

How does an e-gift card work?

The e-gift card is a prepaid electronic card that you can give as a gift. It allows the recipient to choose their favourite items from our online shop and pay for them using the balance on the card.

The purchase and use of the e-gift card are exclusively available in the following countries: France, Spain, Italy, Germany, and Belgium.

The card is valid for one year from receipt of the purchase confirmation email and can be used to purchase any products on the website (with the exception of a new e-gift card). It can be used on one purchase or for several purchases.

The e-gift card is valid only on the website and cannot be used in Zadig&Voltaire stores. It cannot be exchanged, but you can request a refund for your e-gift card within 15 days of the date of purchase.

How do I buy an e-gift card?

To buy an e-gift card, go to our website at the following address: https://zadig-et-voltaire.com/eu/be/p/ZV_GIFTCARDDIG/gift-card-digital

Choose the amount you wish to offer, which can vary from a minimum of €50 to a maximum of €1,000.

Follow the steps to complete your purchase. The purchase of an e-gift card can only be made by bank card and it is not possible to use several promotional codes for the same order.

By choosing the [to print] option, you will receive an email a few moments after the purchase with a summary of the information for using the e-gift card, as well as an attached version in PDF format. You can print this attachment or forward it to the beneficiary.

By choosing the [to send] option, you will receive an email a few moments after the purchase with a summary of the information for using the e-gift card, as well as an attached version in PDF format. The beneficiary will receive these items on the chosen date at 9 a.m. (Paris time). Note that if the chosen date is the same as the date of purchase, the items will be forwarded to the beneficiary a few moments after the purchase.

How do I use the e-gift card to make an online purchase?

When the recipient of the gift card wishes to make a purchase from our online shop, they can add the desired items to their basket. On the payment page, just like any other payment method, they will need to enter the e-gift card codes in the field provided. The amount of the card will be deducted from the order total.

What should I do if the value of the e-gift card does not cover the total amount of my order?

If the total amount of the order is greater than the balance on the e-gift card, the recipient will have to pay the difference using one of the other payment methods accepted on our website.

It is not possible to use two e-gift cards for the same order.

Can I use the e-gift card for several purchases?

If the balance of the e-gift card is not used up during a purchase, the remaining amount will be kept for future purchases.

How can I check my e-gift card balance?

To check your gift card balance, go to the page below and enter your gift card number and security code : https://zadig-et-voltaire.com/eu/be/gift-card-account

Does the e-gift card have an expiry date?

Your e-gift card is valid for one year from the date of purchase. The balance will expire if it is not used by the end of this period and it will not be possible to get it back.

What happens if I lose my e-gift card?

If you have lost your e-gift card or cannot find its number or security code, please contact our Customer Services.

Can I return items purchased with an e-gift card?

Our standard returns policy applies to items purchased using an e-gift card. This means items can be returned within 15 days of the purchase date. The amount to be refunded will be credited to the original e-gift card.

If another payment method was used in conjunction with the e-gift card, the amount to be refunded will first be credited to the gift card up to the limit of the original balance and the remainder will be refunded to the second payment method used.

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