Q: Is payment on the site completely secure?

Payment by credit card on our site is completely secure. The data are encrypted and sent to our service provider ADYEN S.A. The latter is responsible for the automated storage and processing of information relating to each order, including bank details, in a secure environment. Zadig&Voltaire does not hold any sensitive payment data. Payment for each purchase will be verified with the card-issuing bank. Bank confirmation of the payment is needed for us to confirm the order. Otherwise, it will be cancelled. Zadig&Voltaire reserves the right to ask any new customer for proof of their identity to combat fraud and ensure deliveries are correct. PayPal transactions on our site are completely secure thanks to high-level encryption. You only register your credit card once in your PayPal account. PayPal guarantees that your information will be stored securely so that you do not need to provide it to us. Simply pay using your email address and password. PayPal monitors each transaction 24/7 to combat fraud and email phishing, and to detect identity theft.

Question 1

Which currencies do you accept for payment on the Zadig&Voltaire website?

Accepted Answer

Prices are displayed in euros for all eurozone countries. Prices for other countries are displayed in the local currency.

Question 2

What payment methods are accepted?

Accepted Answer

We offer the following payment methods: Visa, Mastercard, Maestro, Carte Bleue, American Express, PayPal, Klarna and Apple Pay.

Question 3

Is payment on the site completely secure?

Accepted Answer

Payment by credit card on our site is completely secure.

The data are encrypted and sent to our service provider ADYEN S.A. The latter is responsible for the automated storage and processing of information relating to each order, including bank details, in a secure environment.

Zadig&Voltaire does not hold any sensitive payment data. Payment for each purchase will be verified with the card-issuing bank. Bank confirmation of the payment is needed for us to confirm the order.

Otherwise, it will be cancelled. Zadig&Voltaire reserves the right to ask any new customer for proof of their identity to combat fraud and ensure deliveries are correct.

PayPal transactions on our site are completely secure thanks to high-level encryption. You only register your credit card once in your PayPal account. PayPal guarantees that your information will be stored securely so that you do not need to provide it to us.

Simply pay using your email address and password. PayPal monitors each transaction 24/7 to combat fraud and email phishing, and to detect identity theft.

Question 4

Why might my credit card be refused?

Accepted Answer

Your credit card could be refused for one of the following reasons :

- Your card has expired. Check the expiry date of your card.

- You have reached the card's available debit limit. Check the authorised amount of your card with your bank.

- One of the details entered is incorrect. Check that you have entered the correct data in the corresponding fields.

- Your bank authentication via 3DSecure failed. The 3DSecure validation may have taken too long, or the 3DSecure code entered may have been incorrect.

- If your credit card has a dynamic cryptogram (the 3-digit number on the back of your card), it may have automatically changed the time of your payment.

Question 5

Can I ask for a tax rebate?

Accepted Answer

Tax rebates apply only to products purchased in store and taken away by the customer.

Question 6

When will my account be debited for the amount of my order?

Accepted Answer

For orders paid by credit card and PayPal, the funds will be debited when the order is confirmed.

Question 7

How do I use a promotional code?

Accepted Answer

To use a promotional code, please access your basket page by adding at least one item beforehand. You can enter your promotional code in the [COUPON] field and then click on [Apply].
If your promotional code does not work, it may be for one of the reasons listed below:
- The code has been entered incorrectly.
- The code is no longer valid. Please check the validity period with one of our advisers.
- Certain conditions do not allow the code to be applied: for example, the code is not valid for a discounted item.
- The code has already been used.
- Your code is linked to your customer account and you need to be logged in to your account to be able to apply it.
Unless otherwise indicated, promotional codes issued by our customer services department are valid only on our online store. It is not possible to use two promotional codes for the same order.

Question 8

How do I pay by PayPal?

Accepted Answer

At the payment stage, accept the General Terms and Conditions of Sale and then select PayPal.

You will be redirected to the PayPal interface. Start by entering the email address associated with the PayPal account. If you already have an account, click on [Next], otherwise click on [Open an account]. Enter your password and choose an existing payment option or save a new bank card. PayPal also offers you the option of paying in 4 instalments, free of charge. Click on [Pay].

You will then be redirected to our online store, which will show that your order has been created. At the same time, you will receive an order confirmation email summarising the item(s) purchased and showing your order number. If you do not receive it, please check your junk folder.

Question 9

How does payment in 3 instalments, free of charge, with Klarna work?

Accepted Answer

Klarna offers you greater flexibility for your purchases without incurring any additional costs. The Klarna payment facility is available only on our online store. The option is available for orders under €2000. Beyond that, you won't be eligible for this option.

At the payment stage :

- Select the option [CB payment in 3 instalments free of charge] with Klarna (available in France),

- Accept the General Terms and Conditions of Sale and click on [PAY WITH KLARNA].

- You will be asked to follow the various steps in the Klarna secure interface. Once your payment has been confirmed, you will be redirected to the page of our online store showing that your order has been created.

At the same time, you will receive an order confirmation email summarising the item(s) purchased and showing your order number. If you do not receive it, please check your junk folder.

For any questions, please visit the Klarna Assistance page by clicking here.

Question 10

I would like to pay by cheque

Accepted Answer

It is not possible to make a payment by cheque via our online shop.

Question 11

How do I get an invoice?

Accepted Answer

You can simply print out an invoice for e-shop orders placed from 21 July 2022.

If you have a customer account

Log in by clicking on the My Account icon at the top left-hand side of the site on a computer or via the menu on a mobile phone. In the [My Orders and Returns] section, search for your order and access its details. Click on [MY INVOICE] to print your invoice.

If you do not have a customer account and have placed an order as a guest

Go to the [Track my order] portal in the footer of our website and access your order information by entering the email address associated with it and the order number.

For all orders placed before 21 July 2022, please contact our Customer Service department so that one of our advisers can assist you

Question 12

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 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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