1. Contact customer service

Our Customer Care is reachable by Email.

2. Purchases
2.1 How do you order on the internet?

1.     Choose the relevant section (Women, Men, Children, etc.)

2.     Select the product you want and add it to your basket. You can then continue shopping or place your order.

3.     If you want to place your order, either register or log in to your personal area.

You do not have to open an account to place an order on Zadig-et- voltaire.com. However, we strongly recommend that you create an account to improve your customer experience.

4.      Complete and check your contact details carefully, along with your delivery and billing address.

5.      Select a payment method: Visa, Mastercard, Maestro, Carte Bleue, American Express or PayPal.

6.      Confirm the payment to place your order.

You will receive an order confirmation email: if you do not, please check your junk folder.

2.2 Can you tell me when an item is back in stock?

To receive an email notification when a product or size is back in stock, go to the product page and select the size you want, click on [EMAIL ME WHEN BACK IN STOCK], then enter your email address.

2.3 Click and Collect

You can reserve an item free of charge online and with no purchase obligation on the product page. Choose the city where you would like to pick up the item, then select the size and colour you want. Click on [NEXT]. A list of the stores nearest to the chosen location will appear. Click on [CHOOSE THIS STORE] and enter your contact details to reserve the item, then click on [CONFIRM]. You will receive an SMS as well as an email summarising your request. Once your reservation has been confirmed by the store, you can collect the item.

3. Payment
3.1 Which payment methods are accepted?

We accept the following payment methods: Visa, Mastercard, Maestro, Carte Bleue, American Express, and PayPal.

3.2 Is paying by credit card on the website completely secure?

Yes, paying by credit card on the website is completely secure. Data are sent in encrypted form to our service provider ADYEN S.A. They are responsible for the storage and automated processing of information for each order, including bank details, in a secure environment.

Zadig & Voltaire does not hold any sensitive payment information. Each purchase is verified with the bank that issued the card. Your payment must be confirmed by your bank for us to confirm your order. Otherwise, the order will be cancelled. Zadig & Voltaire reserves the right to ask all new customers for proof of their identity, to combat fraud and ensure deliveries are made correctly.

3.3 Klarna

Klarna gives you more flexibility to make purchases without paying additional charges. When you confirm your basket, simply select “Pay with Klarna” to pay in 3 instalments at no extra cost. Once your order has been confirmed, a first instalment will be debited directly from the bank account connected to your card. Remaining instalments will be scheduled for every 30 days after the first payment. This option is only available online. For more information, please refer to our terms and conditions of sale.

3.4 Why might my credit card be refused?

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

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

-      You have reached the credit limit on your card. Check your card’s credit limit with your bank.

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

3.5 How are taxes and duty calculated?

In the European Union, sales taxes and customs duty are calculated based on the order destination and all prices include VAT or the equivalent tax in effect in your territory.

If you are ordering from a French overseas department or a territory outside the European Union, the prices shown will exclude sales taxes and customs duty, including French VAT. As the recipient, you are responsible for the payment of all import taxes, customs duty and local sales taxed levied by the territory where you receive the products.

3.6 At what point will the order amount be debited from my account?

For orders paid by credit card, or by PayPal, the funds will be debited as soon as the order is confirmed.

4. Delivery and tracking
4.1 What are the available delivery options for the United Kingdom ?

Home delivery within 3-5 business days after your order has been accepted: GBP 4,90 / free from GBP 55

Our distribution center prepares the order from Monday to Friday. During periods of commercial operations (Sales, private sales, privileged days, zadig days) the delay of preparation can be prolonged. Please note that the transit of the order by our carrier can be delayed for reasons beyond our control (exceptional bad weather,customs authority ect.).

4.2 Where can you make home deliveries?

Zadig&Voltaire offers standard home delivery to the delivery address indicated by the customer. The address provided must be the residential address of the customer or any other individual of their choice residing in one of the following territories:

·       Germany

·       Austria

·       Belgium

·       Bulgaria

·       Cyprus

·       Croatia

·       Denmark

·       Spain

·       Estonia

·       Finland

·       France

·       Greece

·       Hungary

·       Italy

·       Latvia

·       Lichtenstein

·       Lithuania

·       Luxembourg

·       Malta

·       The Netherlands

·       Poland

·       Norway

·       Portugal

·       Romania

·       Czech Republic

·       Slovakia

·       Slovenia

·       Switzerland

·       Sweden

Zadig&Voltaire offers express home delivery to the delivery address indicated by the customer. The address provided must be the residential address of the customer or any other individual of their choice residing in one of the following territories:

·       United Arab Emirates

·       Saudi Arabia

·       China

·       France

·       Gibraltar

·       Guadeloupe

·       French Guiana

·       Isle from Man

·       Faroe Islands

·       Ireland

·       Kuwait

·       Martinique

·       Monaco

·       Jersey

·       Guernsey

·       New Caledonia

·       French Polynesia

·       Saint-Pierre-et-Miquelon

·       Saint-Martin (French part)

·       Qatar

·       United Kingdom

·       Réunion

·       The Vatican

Deliveries cannot be made to hotels, cafés, restaurants, town squares, PO boxes or to Zadig&Voltaire stores.

Your delivery can be made to a different territory from the one in which you placed your order.

4.3 Where can you make deliveries to a pick-up point?

·       Mainland France/Corsica

·       Germany

·       Denmark

·       Belgium

·       Finland

·       Hungary

·       Latvia

·       The Netherlands

·       Luxembourg

·       Switzerland

·       Czech Republic

·       Estonia

·       Spain

·       Poland

·       Lithuania

·       Portugal

Due to Brexit, our delivery times may be extended for the UK.

Home delivery is free of charge from GBP 55, delivery at a drop off point is no longer available for the UK.

4.4. How do I track my order?

Your order tracking information will be sent to you by email.

You can also track the progress of your order by logging in to your Zadig & Voltaire account.

If you made your purchase without creating a customer account you can track your order via the Track my order tab.

5. Returns, exchanges and refunds
5.1 Return conditions

Products that you wish to return must be in perfect condition and in their original packaging. They must not have been worn or washed and must still have their labels on.

Returns must be sent from the territory to which they were delivered.

5.2 Deadline for returns

You have 15 days from the date of receipt of your order to return your items.

5.3 Return costs

Items may be returned free of charge (up to one return per order; any additional shipping costs are payable by you).

For the countries listed below, you can obtain a prepaid label, which will allow you to drop off any items you wish to return to us at a collection point:

·        United Kingdom

·        Germany

·        Austria

·        Denmark

·        Belgium

·        Finland

·        Hungary

·        Latvia

·        Netherlands

·        Luxembourg

·        Sweden

·        Switzerland

·        Czech Republic

·        Estonia

·        Spain

·        Poland

·        Slovakia

·        Lithuania

·        Portugal

For all other territories, please contact Zadig & Voltaire Customer Services, so that the item you wish to return can be collected from your home by our carrier.

You must pay any shipping costs for a second return from the same order or if you return the item yourself. We recommend that in this case, you track your parcel as you will be responsible for providing proof of return and the risks associated with it.

5.4 What do I have to do to return an item?

If you are returning an item from the United Kingdom, you simply need to follow the returns procedure, i.e.

Login to your account and go to "My orders". Select the number of the order you wish to return in order to generate your return. For any order placed as a guest, please go to the "Make a return" page which you can access through the footer of our website.

For order placed on the United Kingdom website, please follow the steps below to return your item(s):

1. Find a container that will fit all of the items you are returning. Also make sure there are no other tracking or shipping labels attached to this container.

2. Place all the items you selected to return, including return documents, into the container and seal it.

3. Print the Return Label and affix it securely to the outside of the package. If an account number is required by the courier company to arrange the collection, it can be found on the shipping label attached to this document.

4. Go to https://locator.dhl.com , choose your country and fill in your location (address or zip code) to locate your nearest DHL Express points.

5. To schedule a pickup by a DHL courier, follow the instructions here.

We will send you an email once your return has arrived at our warehouse. This will then be processed within 14 days. Once we have checked that everything is in order with the returned item (new product, not worn, in its original packaging with labels), we will issue you a refund using the same payment method used to confirm the order.

If you return an item from a territory that is not listed in point 5.3, please contact our Customer Services department so that one of our advisers can arrange to have your parcel collected.

5.5 Returns from territories outside the European Union:

Zadig & Voltaire will not pay any duty or taxes in relation to the returned items.

We cannot refund duty and taxes paid on returned items. Depending on the country, it may be possible to recover duty and taxes paid on returned items by contacting the customs authorities directly.

5.6 Right of exchange

The Customer can exchange the Product(s) in a Zadig&Voltaire store (excluding department store concessions and outlets) for an item of the same value or superior value in return for payment of the price difference.

In the event that the Product(s) is/are exchanged in a Zadig&Voltaire store, the store terms and conditions of sale apply. Consequently, it will no longer be possible to benefit from the right of withdrawal on the Website.

We recommend that you first contact the Zadig & Voltaire shop where you wish to make the exchange in order to check the availability of the desired product(s). You can find the contact details of the shops at the following link: https://zadig-et-voltaire.com/eu/fr/store/locator/index/GB

6. General information
6.1 Currency

Prices are shown in euros for all countries except the United Kingdom and Switzerland, where they are shown in pounds sterling and Swiss francs respectively. Orders delivered outside the European Union will be invoiced excluding tax (see General Terms and Conditions of Sale).

6.2 Can I request a tax refund?

No, tax refunds only apply to products that are purchased in store and taken away by the customer.

6.3 How can I get information about the latest new products and offers from Zadig & Voltaire?

Just enter your email address in the box at the bottom of each page under NEWSLETTER.

6.4 Can I unsubscribe from the Zadig & Voltaire Newsletter?

Yes, to unsubscribe, just click “UNSUBSCRIBE” in the last newsletter you received.

6.5 What if I forget my password?

If you have forgotten your password, click on “Forgotten password?”  You will receive an email with a link to create a new one. If you do not receive it, please check your junk folder.

6.6  How can I check that my purchase has gone through correctly?

Once you have placed your order, you will receive a confirmation email. If you do not receive it, please check your junk folder and contact our Customer Services department.

6.7 Can I cancel my order?

We cannot amend or cancel your order if it is already being processed by our logistics team.

6.8 What should I do if I receive the wrong product?

If you receive a product you didn’t order, please contact our Customer Services department directly.

We hope these FAQs have answered your questions but if you did not find the answer you were looking for, please check our General Terms and Conditions of Sale or Zadig & Voltaire’s privacy policy, or contact Customer Services.