Question 1

How do I place an order on the internet?

Accepted Answer

Select the product you want to buy and add it to the basket. Make sure you select your size when necessary (ready-to-wear clothing, shoes and jewellery). Continue your purchase by clicking on the [Basket] icon at the top right of the page. Confirm your basket. You can either log in (if you already have a customer account), create an account, or continue the purchase as a guest. We recommend having a customer account to improve your experience. Please enter your email address carefully, as it cannot be changed later. Complete and carefully check your contact details, as well as your delivery and billing address. Select a payment method: Visa, Mastercard, Maestro, Carte Bleue, American Express, PayPal, Klarna or Apple Pay. Confirm the payment so that your order can be processed. 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 2

How can I make sure that my purchase was completed correctly?

Accepted Answer

You will know that your purchase has been completed correctly if, at the end of the process, you are redirected to the success page, indicating that your payment has been accepted and the order created with its order number. At the same time, you will receive an order confirmation email summarising the item(s) and the amount of the purchase. If you do not receive the email, please check your junk folder. If you have a customer account, you can log in to your customer area just after your purchase to confirm that your order has been accepted, and track its subsequent preparation and shipping.

Question 3

Can I cancel my order?

Accepted Answer

It is not possible to cancel your order because it is sent to our logistics provider in real time, as soon as it is created. You can, however, refuse delivery of the parcel. This will then be routed to our logistics centre via a return to sender. It will be processed within a maximum of 14 days from receipt. The amount of your order will then be refunded in full within a few days, depending on your bank.

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

Why has my order or one of my items been cancelled?

Accepted Answer

We are sorry to inform you that, in very rare cases, an item in your order may be cancelled due to lack of availability at the time the order is prepared. If an item is cancelled, we will send you an email to let you know and another indicating that we will refund the cancelled item. If you do not receive these emails, please check your junk folder. You can also see whether an item in your order has been cancelled by checking your customer account or the [Track my order] portal in the footer of our website.

Question 6

I have not received an email confirmation of my order

Accepted Answer

You will receive an order confirmation email a few minutes after you make a purchase from our online store, summarising the item(s) purchased and showing your order number. If you do not receive it, please check your junk folder. You can also view the order and its progress by logging into your customer account via the icon at the top right-hand corner of the page on a computer screen or via the icon in the menu on a mobile phone.

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