FAQ

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1. My account

We recommend having a customer account to improve your experience on our Zadig&Voltaire online store.
To create your account, click on the [My Account] icon at the top right if you are on a computer or on the [My Account] icon in the menu if you are on a mobile phone. Enter your email address and complete the various fields on the account creation form. Click on [Confirm] to confirm the creation of your account. Once your account has been created, you will receive an information email.
You can also create your customer account when placing an order.
Finally, please note that you must have a customer account to benefit from promotional offers during our Private Sales.

If you have forgotten the password associated with your customer account, access the authentication panel by clicking on the My Account icon at the top right of the page on a computer or via the menu on a mobile phone. Click on [Forgotten password?]. You will receive an email telling you how to reset your password. This will include a code to enter and a link you can click directly to access the password reset page, where you will be asked to choose a new password. If you do not receive the email, please check your junk folder. 

If access to your customer account is blocked despite an attempt to reset your password, please contact our customer service advisers via our form . They will be able to assist you.

Log in to your account to change your personal information. In the [My information] section, you can update your name or password, or enter your date of birth. However, it is not possible to change the email address attached to your customer account. In the [My addresses] section you can add, delete or change your delivery addresses. Please note that changing a delivery address will have no impact on previous orders.

For any questions about the use of your personal data, please check our Privacy Policy page.

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.

2. Online shopping

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.

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.

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.

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.

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.

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.

Our advisers can be contacted by phone from Monday to Friday between 9:30 a.m. and 5:30 p.m. on (+33) 01 42 21 89 27 to help you make your choice and assist you with your purchase. They are not, however, authorised to place orders for our customers.

3. Payment

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

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

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.

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.

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

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

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.

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.

Klarna offers you greater flexibility for your purchases without incurring any additional costs. 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.
The Klarna payment facility is available only on our online store. For any questions, please visit the Klarna Assistance page by clicking here.

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

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.

4. Order tracking and delivery

We offer the following options and costs for deliveries in France:
- Standard home delivery within 3-4 working days from order confirmation: €4.90  / free for orders over €55 - Delivery to pick-up point within 3-4 working days from order confirmation: €4.90  / free for orders over €55 - Express home delivery within 2 business days from order confirmation: €8 / free for orders over €300 Our distribution centre prepares orders from Monday to Friday within 24 to 36 business hours. Orders may take longer to prepare during promotional campaigns (Sales, Private Sales, Privilege Days, Zadig Days, etc.). Please note that the delivery of your order by our carriers may be delayed for reasons beyond our control (exceptional adverse weather conditions, customs, etc.).

We offer home delivery in the territories listed below:
France
Andorra
Austria
Belgium
Cyprus
Estonia
Finland
Germany
Greece
Guadeloupe
Ireland
Italy
Latvia
Lithuania
Luxembourg
Malta
Martinique
Mayotte
Monaco
Netherlands
Portugal
Reunion
San Marino
Slovakia
Slovenia
Spain
St. Martin
St. Pierre & Miquelon
Vatican City

We offer pick-up point delivery in the territories listed below:
France
Germany
Belgium
Spain
Estonia
Finland
Latvia
Lithuania
Luxembourg
Netherlands
Portugal

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.

If you have not received your parcel within 5 working days, we recommend that you check the status of your order. If you see any concerns with the shipping of your order, please contact our Customer Service department via the form. We will raise a query with our carrier to locate your parcel as soon as possible.

Your delivery address cannot be changed, because orders are sent to our logistics provider in real time, as soon as they are created.

If your parcel has been delivered to the pick-up point you have selected but you are not able to collect it yourself, you can send someone else to collect it for you. The person collecting it must have your identity card and a note signed by you.

We are unable to reship your order.
If your order is returned to sender, your parcel will be sent to our logistics centre. 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. You can then, if you wish, place a new order.

For reasons beyond our control and in very rare cases, your parcel may be delivered damaged. Please report this to our Customer Service department via our contact form so that we can escalate the incident to our carrier.

In exceptional cases, you may receive an item that does not match your order. Please contact our Customer Service department via our form so that our advisers can assist you.

If an item is missing from your order, please first to log in to your customer account to view the tracking information for your order. It is possible that your order will be delivered in several parcels and the other parcel(s) is/are still being prepared or shipped. 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 the tracking information by entering the associated email address and your order number.
We are sorry to inform you that, in very rare cases, it is possible that the missing item has been cancelled due to lack of availability when the order was 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.
Finally, if the missing item is not being prepared/shipped, or has been cancelled and is therefore in the process of being refunded, please contact our Customer Service department via our form so that our advisers can assist you.

It is not possible to place an order online and have it delivered to one of our Zadig&Voltaire stores.

You can, however, reserve an item online in one of our Zadig&Voltaire stores and pick it up from the same store. Our procedure for reserving an item in store can be found here.

5. Returns, exchanges and refunds

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.

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

Returns are free of charge from certain countries and territories, for up to one return per order; shipping costs for additional items are at your expense.

If your order was delivered to one of the countries listed below, you are eligible to obtain a prepaid shipping label that will allow you to deposit the product(s) you wish to return to us at a pick-up point:
Belgium
Germany
France

Denmark
Spain
Estonia
Finland
Latvia
Lithuania
Luxembourg
Netherlands
Portugal

Poland
Slovenia

For Ireland and Italy, please contact the Zadig&Voltaire Customer Service department so that your return can be collected from your home by our carrier.
If you make a second return on the same order or return the item(s) yourself, the shipping costs will be borne by you. In this case, we recommend that you track the item(s) concerned, since you are responsible for providing proof of return and the associated shipping risks.

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.

It is not possible to return your parcel from your mailbox. You can deposit your parcel at the Chronopost pick-up point of your choice. Find the list of pick-up points here.

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.

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.

We do not offer exchanges via our online store.
You can, however, exchange your item at one of our Zadig&Voltaire stores (excluding department store franchises and outlets) for an item of identical or higher value, subject to payment of the price difference, if any.
You have 15 days from the date of receipt of your order to exchange your item(s). If you exchange an item in a Zadig&Voltaire store, the store’s General Terms and Conditions of Sale apply. As a result, you will no longer be entitled to exercise the right of withdrawal applicable to the website.
We recommend that you contact the Zadig&Voltaire store where you wish to exchange your item to check the availability of the product(s) you wish to purchase. You can find contact details for our stores here.
You also have the option of returning your item for a refund and placing a new order online.

You cannot return an item in store for a refund. You can find our online returns procedure here.

Despite the utmost care we take in preparing your order, you may, under exceptional circumstances, find that your item has a quality fault. In this case, you have 15 days from the date of receipt of your order to return it free of charge; please make sure you indicate the reason for the return.

If you notice a quality fault with your item after this period, please contact our Customer Service department via our form, specifying your order number, the reference of the item in question and a description of the problem encountered. Our advisers will come back to you as soon as possible to assist you.

6. Products

The quality of our products is our primary concern. Despite the quality controls carried out at the various production stages, you may,  under exceptional circumstances, find that your item has a quality fault. In this case, please contact our Customer Service department via our form choosing the reason [After-Sales Service] and specifying your order number, the reference of the item in question and a description of the problem encountered. Our advisers will come back to you as soon as possible to assist you.
If you purchased the item at one of our sales outlets, we advise you to go directly to the store with your proof of purchase and your item so that they can carry out a quality assessment and discuss the solutions our sales team is able to offer you.

Please always refer to the care label on your item. You can additional guidance by visiting the Care Conditions page here.

If you unsure which size you need, please check the Size Guide available for each product description on our website. Simply choose the desired item, click on the [Size Guide] to the right of the product page and check your measurements to find the right size for you. If you make your purchase from a smartphone, simply click on [Select a size] to access the [Size Guide] section.
Please write to our Customer Service department via the contact form for measurements of items that are not already available on the site from the [Product Details] tab.

Zadig&Voltaire items are designed to ensure your satisfaction and offer a guarantee of quality. We offer a two-year guarantee from the date of purchase on all items purchased online or in one of our stores. This is a statutory guarantee of fitness for purpose that covers abnormal wear of a product. It does not cover loss, theft or breakage. Please send us a copy of the invoice for any complaint relating to one of your purchases. For more information, please see our General Terms and Conditions of Sale.

We repair all manufacturing defects free of charge for up to two years from the date of purchase. If a repair is not feasible, we can offer you an exchange or return for a credit note (for items purchased in store) or a refund (for items purchased online). Except for manufacturing defects, the cost of any repairs, where feasible, outside the guarantee period, will be borne by the customer.
Please contact our Customer Service department via our form for an expert assessment by choosing the reason [After-Sales Service] and specifying your order number, the reference of the item in question and a description of the problem encountered. Our advisers will come back to you as soon as possible to assist you.

To receive a notification by email when an item or size is (back) in stock, go to the product page and click on [NOTIFY ME BY EMAIL]; make sure you select a size first where necessary (ready-to-wear clothing and shoes). Enter your email address. You can view all your notifications under the [My Notifications] section of your customer account.

We do not currently offer gift wrapping for online purchases.

7. Store

Items purchased in one of our stores can be exchanged within 14 days on presentation of the receipt. No refunds can be made in store. Sale items cannot be returned or exchanged. All our products are covered by a two-year statutory guarantee of fitness for purpose.

You can reserve an item online, free of charge and with no obligation to purchase, from the product page [Reserve in store]. Choose the city you want to go to and select the size and colour you need. Click on [NEXT]. A list of stores closest to the chosen location appears. Click on [CHOOSE THIS STORE], enter the reservation information required and then [SUBMIT]. You will receive an SMS and an email with the details of your request. Once the store has confirmed your reservation, you can travel to pick up your item. Reservations are valid for 48 hours.

To check the availability of an item in store, go to the product page and click on [Reserve in store]. Choose the city where you want to know if your item is available, select the size and colour you need and click on [NEXT]. A list of stores closest to the chosen location appears. If you wish, you can also reserve the product, with no obligation to purchase, in one of our stores or call your chosen store directly so that one of our advisers can assist you.

Zadig&Voltaire stores do not refund purchases made in store or online.

Simply go to one of our stores (excluding department stores and outlets), with your item and your proof of purchase. The in-store teams will be happy to deal with your request. All our products are covered by a two-year statutory guarantee of fitness for purpose, which covers abnormal wear of a product. For more information, please see our General Terms and Conditions of Sale.

You can find our previous collections in our outlet stores. Please find a list of our stores here.

Gift cards are valid for one year in Zadig&Voltaire stores and outlets and can be used on multiple occasions.

8. CSR

Zadig&Voltaire's goal is for 100% of its key raw materials to be supplied from certified sustainable sources by 2025.  To this end, the brand uses:

• Cotton certified as compliant with the GOTS (Global Organic Textile Standard) or the OCS (Organic Content Standard) for the manufacture of its products.
• Pure new wool certified as compliant with the RWS (Responsible Wool Standard).
• Virgin cashmere from sources certified as compliant with the Good Cashmere Standard.
• Materials, such as polyester or cashmere, made from GRS-certified recycled fibres (Global Recycled Standard).
• Viscose made from fibres certified as derived from sustainably managed forests or Ecovero®, which guarantees the use of fibres both traced and certified as derived from sustainably managed forests.
• Leather from tanneries certified by the LWG (Leather Working Group).

These are high-quality, long-lasting products made from materials from certified eco-friendly sources and using manufacturing processes that comply with Zadig&Voltaire’s social, environmental and animal welfare standards. These products are marked Made In Voltaire Respect.

The brand chooses its suppliers based on their know-how, the quality of their work, and evaluations against various criteria including social and environmental criteria. Zadig&Voltaire has a relatively limited and stable number of suppliers, many of whom have been working with the brand for several years now.

Suppliers of finished products that are certified GOTS, RWS, OCS or GRS are audited annually by a third-party certifying body that issues them with a certificate of conformity.   

The Zadig&Voltaire business model allows it to have only a very small amount of residual stock. The Zadig&Voltaire store network is complemented by a network of Outlet stores offering collections from previous years, allowing the brand to give its collections a second life. Any remaining stock is marketed at annual sales held twice a year.

Our collections are manufactured half in Europe and half in Asia. To develop Zadig&Voltaire products that are very specific to the brand, the brand's teams focus on seeking know-how where it is located and from the right partners.   

9. Human Resources

Please send your application directly to our Human Resources Department at recruitment@zadigetvoltaire.com. You will find our vacancies here.

10. Newsletter

You can subscribe to our newsletter for all our latest news and offers. Simply enter your e-mail address in the field indicated in the footer on our website. You can also subscribe to our newsletter via your customer account, in the [Overview] section.

Please follow our Instagram account for our latest news, including our campaigns, runway shows and new products.

Unsubscribing from our newsletter is easy. Simply open the last Zadig&Voltaire newsletter you received and click on the wording [Click here to unsubscribe]. You will then be taken to a web page. Enter the reason for your unsubscribe and click on [Unsubscribe].

11. Customer service

Our Customer Service department can be contacted by phone on (+33) 01 42 21 89 27 from 9:30 a.m. to 5.30 p.m., Monday to Friday (excluding public holidays) or by email via our contact form.