faq

faq

Returns / Exchanged / Refunds
  • What if the ordered item is not suitable?

    You wish to exchange or return an ordered item?  Please ensure it is brand new and has never been worn, otherwise we cannot give a positive response to your request. A pair with temporary pads can not be considered as in its original condition.
    You have up to 30 days to return an item.

    Log in to your customer account in the section "My Orders". 
Select the order and the item (s) you wish to return, and click on "Make a returns request". Once your request has been validated, we will send you the procedure to follow to obtain your prepaid shipping label.
Upon receiving your parcel, we will check your articles and will give you either a credit voucher for our site, or we will refund the item(s). 


  • I want to exchange an item: How do I do this?

    Upon reception of your parcel, we check the state of your items then send back to item stated in your demand of exchange. Depending on your choice, we'll proceed to giving you a credit or to the reimbursement.

    You wish to exchange or return an ordered item?  Please ensure it is brand new and has never been worn, otherwise we cannot give a positive response to your request.  A pair with temporary pads can not be considered as in its original condition.

    You have up to 30 days to return an item.
    As soon as we receive your parcel, we will automatically send you the new item.
    Please note that we can only exchange the shoe size. If you want to choose an other item, please select "Refund credit".

    Log in to your customer account in the section "My Orders". 
Select the order and the item (s) you wish to return, and click on "Make a returns request". Once your request has been validated, we will send you the procedure to follow to obtain your prepaid shipping label.
Upon receiving your parcel, we will check your articles and will give you either a credit voucher for our site, or we will refund the item(s). 


  • Until when can I return an item and what are the terms and conditions?

    You wish to exchange or return an ordered item?  Please ensure it is brand new and has never been worn, otherwise we cannot give a positive response to your request. A pair with temporary pads can not be considered as in its original condition.
    You have up to 30 days to return an item.
    Returns are free from France, Belgium and Luxembourg. From other countries, return fees have to be paid by the customer.

    Log in to your customer account in the section "My Orders". 
Select the order and the item (s) you wish to return, and click on "Make a returns request". Once your request has been validated, we will send you the procedure to follow to obtain your prepaid shipping label.
Upon receiving your parcel, we will check your articles and will give you either a credit voucher for our site, or we will refund the item(s). 


  • What documentation do I need to provide for my returns to be processed quickly?

    To ease your request, please follow the following procedure:

    - After receiving the validation email from your returns request, download your returns voucher, as well as your prepaid shipping label.
    - Place the voucher in your parcel: this is the documentation that will enable us to trace your file quickly.
    - Stick the left side of your shipping label on your parcel, and keep the right hand part. This is the form that the post office will stamp as a record of your deposit.

  • What are the timescales for a returns or refund request?

    On receipt of your parcel, count two to three days for your returns request to be validated. If you have chosen an exchange, your credit voucher will enable you to order your new pair of shoes by following the standard process. If you have asked for a refund, this will be processed within 15 days of receiving your returned parcel. You will be credited with the amount you paid for the item returned on the same account that was used for the original payment (bank account or Paypal).

  • How is a refund made?

    When you have requested a refund, we will credit the amount you paid for the item returned on the original account that was used to pay for your order. This can be a bank account or Paypal account.

  • My refund credit does not work, what can I do? 

  • How can I use my refund credit?

    A refund credit is a credit voucher, provided as a promo code that can be added to your shopping basket on your next order.

    To do this, add the items of your choice to your basket and validate it.
    In the "Promo code" box, type in the code that we  sent you, ensuring that it is still valid, and upper and lower case letters are correctly entered.

    Once your promo code is validated, you will see your discount, directly applied to your shopping basket.

    Please be aware that a promo code can only be used once, and it is not an "electronic purse": if the amount of your shopping basket is less than the amount of your code, you will lose the price difference between the two.

  • Comment renvoyer un colis depuis ma boîte aux lettres ?

    Plus besoin de vous déplacer à la Poste pour nous renvoyer vos articles si votre boîte aux lettres est suffisamment grande pour contenir votre colis Pied de Biche.

    Après avoir préparé votre colis, suivez ces étapes :

    1. Rendez-vous sur : https://www.laposte.fr/particulier/retourbal/formulaire
    2. Renseignez votre numéro de colis à 13 caractères, commençant par « 8R... ». Ce numéro est inscrit sur le bon de retour situé dans votre colis, sous le premier code-barres.
    3. Remplissez les autres champs et validez le formulaire avant 23:00 (pour que le colis soit récupéré le jour suivant, sauf les dimanches).
    4. Déposez votre colis dans votre boîte aux lettres avant 8:00 (pour le jour même, sauf les dimanches).

    Et après ?

    Vous recevrez 3 e-mails :

    • La Poste vous confirme que le facteur viendra récupérer votre colis ;
    • La Poste vous confirme que le colis a bien été récupéré. Le facteur laissera également un justificatif dans votre boîte aux lettres (qui remplace la preuve de dépôt de votre bon de retour, ceci peut se faire le jour suivant). Conservez bien ce document.
    • Vous pouvez suivre la progression de votre colis sur le site Colissimo grâce au numéro de colis (commençant par « 8R... ») en vous rendant sur cette page : suivi colissimo .
    • À réception du colis dans nos entrepôts, nous accuserons bonne réception de ce dernier et procéderons à votre demande d'échange, ou remboursement/avoir selon votre demande
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