FAQ

Find here the answers to your most frequently asked questions.

My Account

Order

Payment

Delivery

Returns, Exchanges & Refunds

Products

Frequently asked questions

Connection problem to my account / I forgot my password

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"If you already have an account on our site, we invite you to log in by entering your email address and password. If you have forgotten your password, you can request to change it on the login page by clicking on the "Forgot Password?" link. An email will be sent to you with a link to change your password. If you have not yet received the email to change your password, we invite you to check your spam folder. If you do not have an account yet, you must first create an account by entering your email address and password on the login page. You can also change your password at any time by going to the "My Account" section and then to "My Personal Information", and finally entering your new password in the 2 fields provided for this purpose. If you encounter difficulties logging in, our advisors are available by phone from 9am to 5pm Monday to Friday to help you at every step. We invite you to contact them at 04 37 63 11 11."

My email address is being rejected when creating the account. Why?

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"In order to guarantee the proper reception of confirmation and shipping emails for your order, we systematically verify the validity of your email address when creating your customer account. Therefore, we recommend that you make sure to provide a valid email address when registering. An address may be considered "invalid" if the domain name (part of your address located after the "@" symbol) is not recognized, reliable, or if it is incorrect. It is also possible that the part located before the "@" symbol is prohibited because it is considered to pose a certain risk of causing the email to be marked as spam. For more information, we invite you to contact our advisors."

Can I create a wishlist?

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"In order to satisfy you better, the Wishlist option allows you to make a selection of products that you can then find at any time in your customer account. You must identify yourself on your customer account by going to the login page. How to add a product to my wishlist: Simply display the product and click on the "hanger" icon on the image of the product in question. Products added to your wishlist are not reserved."

How to receive the newsletter?

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To follow the news of the brand, stores, artistic collaborations, receive invitations to Private Sales, Discovery Days and other special operations, we invite you to enter your email in the dedicated section at the bottom of the site. You can unsubscribe at any time.

How do I change my postal address?

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"To change your address, log in to your account, go to the "Addresses" section and click on "modify" next to the address in question."

What are the benefits of having a customer account?

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When you create an account, you can access your personalized customer space to: - edit your invoices - track the preparation and shipment of your order - save and modify your personal information - save your wishlist - optimize interactions with our advisors. All these options will allow you to place orders more quickly.

Can I see my invoice?

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Your invoice is available on delivery of your order in your account, under "Orders". If you have not created an account, we invite you to identify yourself on your Customer Area by entering your email address and clicking on forgotten password in order to initialize your password. Once your identification has been verified, your invoice will be available for printing, in your "Orders" section.

Can I order by phone?

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Our advisors are available by phone from 9am to 5pm from Monday to Friday to help you finalize your order. We invite you to contact them at 04 37 63 11 11. Your order will be recorded as soon as payment by credit card, American Express or Paypal is accepted.

How do I use my discount code?

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We inform you that your discount code is for single use only and cannot be combined with another code. To use your discount code: Simply enter your code in the dedicated field before validating your cart. We strongly recommend that you finalize your order immediately after entering your code to avoid any malfunction. We cannot credit your discount code after the validation of your order. Therefore, we do not accept any claims resulting from incorrect use or failure to use your code.

I would like to modify my order, is it possible?

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If your order has been validated, it is impossible for us to modify its content afterwards for technical and logistical reasons. If you wish to add a new item, we encourage you to place a new order. As the preparation times are very short, the cancellation of your order is only possible before its preparation.

Can I pay by cheque?

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In order to ensure optimal transaction security, our site only accepts online payments by Credit Card, American Express and Paypal. Payments are secured and processed through Shopify Payment. This means that no banking information concerning you is transmitted through our site. Your order will be recorded as soon as payment is accepted by our banking partner. You can control the security system, for this you will notice at the bottom of the page a closed padlock, symbol of security.

Can I pay in several instalments?

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You can pay for your purchases in 3 installments with no fees offered by Cotélac through Alma.

My payment is refused, what can I do?

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"If your payment is refused, we invite you to contact your bank to assess whether the limit of your card has not been exceeded. If you think that your payment has not been successful, we invite you to check that no order confirmation email has been sent to you, but also that no order appears as "in progress" in your customer area. If nothing appears, you can try to place an order again with a new credit card."

Can I benefit from a tax exemption?

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Our website does not offer a tax refund service. If you have a VAT number, we invite you to provide it when placing your order. Invoices cannot be modified after the order has been placed.

What are the shipping costs?

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You will find the details of shipping costs for your destination country and by type of carrier on our delivery & returns page. Our advisors are available by phone from 9am to 5pm Monday to Friday to help you finalize your order. We invite you to contact them at 04 37 63 11 43.

Do you deliver abroad?

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We offer delivery in Europe from our European site and in the United States from our American site. For more details on delivery countries and our delivery rates, we invite you to consult the delivery & returns page on our website, depending on your geographical zone.

How can I track the delivery of my order?

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Attention: The preparation time for your order may be extended by 2 to 3 days during sales and outlet events. Upon shipment of your order, a confirmation email will be sent to you. It will contain the tracking number for your package. You can track the progress of your order, using your package number and the status of your order at any time on your customer account in the "Orders" section. - "In validation": Your order is being validated. - "In preparation": Your order is being prepared by our logistics department. - "Shipped": Your package has been taken over by our carrier, delivery is in progress. - "Delivered": Delivery has been made.

How can I rectify an error in my delivery address?

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"Modifying your address is only possible for a very short period of time after payment of your order. - Your order is being prepared and you have noticed an address error. Please contact our advisors to modify your address before your order is shipped. - Your order has already been shipped and you have noticed an address error. If you have chosen express delivery, you can directly contact the carrier to schedule your delivery. If you have selected standard delivery, your package will be returned to us within 7 days to 2 weeks due to an incorrect or incomplete address. - Your tracking indicates that the package has been returned to the sender due to reasons such as "Incomplete address" / "Incorrect address" / "Does not live at the indicated address". Please contact our advisors to know the next steps."

My order is considered delivered but I have not received it.

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"Before triggering the investigation procedure with the carrier, please make sure that no member of your family, neighbor, or caretaker has not received the package on your behalf. If you were absent for more than 7 days, it is also possible that the package was returned to us after exceeding the package retention period. Your tracking then mentions Package returned to sender / Unclaimed package. Please fill out the "My order has been returned to the sender" form in this case."

What should I do if I'm not home when my order is delivered?

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If your package was delivered during your absence, please make sure that it was not deposited at the pickup point indicated on the package tracking or at a post office. Standard home delivery: the package will be delivered to the nearest post office, and you will be notified by email or a delivery notice in your mailbox. Standard delivery to a pickup point or post office: you will have 14 days to pick up your order. Express home delivery: you can contact the carrier to schedule a new delivery. If you are unable to be available, the package will be deposited at the nearest partner pickup point of the carrier to your home. Express delivery to a pickup point: you will have 7 days to pick up your order. Delivery to a store: you will have 14 days to pick up your order.

I wish to exchange one or several items, how can I do it?

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Exchanges can be made on the website or directly in-store. For exchanges via the website, log in to your customer account and in your orders, click on the "Declare a return or exchange" link. Select the products concerned and the sizes in which you wish to receive your items. Print your voucher and return your items to the warehouse. For exchanges in-store, go directly to your nearest store. Please note that the store may not immediately have the size in which you wish to exchange your item. Requests must be made within 14 days of receiving your order.

How do I return an item for a refund?

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In accordance with Law No. 2014-344 of March 17, 2014, relating to consumer rights, the Customer has a period of fourteen (14) calendar days from the receipt of the Products ordered on the Site to exercise the right of withdrawal without having to justify reasons or pay penalties. For returns to the warehouse, the Customer must declare their return via the link provided in your order on your customer account. The Customer may return the items at their own cost. Only Products returned in perfect resale condition, unworn (excluding brief fitting to ensure the product fits the Customer), labeled, unwashed, and in their original packaging or in packaging ensuring equivalent protection of the Product will be accepted, at the following address: ZA En Pragnat Nord – 01500 AMBERIEU-EN-BUGEY It will be the Customer's responsibility to provide proof of this return, with the return costs and risks borne by the Customer. Subject to compliance with the above-mentioned deadline and conditions, Cotélac will refund the full amount paid by the Customer using the payment method used to place the order. In the event that the conditions for exercising the right of withdrawal described above have not been met, even though the Product has been returned by the Customer to Cotélac, the Customer may again receive, at their own expense, the Product they returned, in the condition in which it was returned to Cotélac. Any withdrawal made after the fourteen (14) day period will be rejected, and Cotélac will be relieved of any responsibility. To exercise your right of withdrawal, you can return the relevant product(s) in its original condition to the address below within 14 days from the receipt of the item, with the postmark as evidence. The Customer can also return items to the store free of charge. After verifying compliance with the legal 14-day deadline and the good condition of the returned items, the store will issue a receipt ensuring the customer that they will be reimbursed within the following 7 days. The refund will be made using the payment method used to place the order. No cash refunds will be issued.

I received my order but it contains one or more damaged items.

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We are committed to offering you the most beautiful pieces. If you encounter a quality issue with one of them, we invite you to contact our customer service at 04.37.63.11.43 from Monday to Friday from 9am to 5pm or send an email to eshop@cotelac.fr with the following information: - Your name and surname - Your order number - The product reference, written on the label - A description of the problem encountered - Photos of the product concerned with a zoom on the problem encountered.

I received my order but one item does not match my order.

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We thank you for your order and regret this incident. You have 48 hours from the date of receipt of your order to report any non-compliance issues with the products received. Please contact us at 04.37.63.11.43, taking care to prepare the following information: name and surname, order number, product reference number ordered, reference number on the packaging of the product received. Please also let us know if you have refused the package from the carrier due to this non-compliance observed at delivery, if applicable.

I have not received my refund, could you inform me about it?

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"In the case of a product return or incomplete shipment, a refund is normally directly made to the bank account linked to the credit card you used to make your purchase. We ask you to check your bank statement beforehand. Also, keep in mind the deferred refund period if it was a deferred payment card at the time of ordering. This credit should appear in your account within approximately 2 to 3 business days once the returned product is received or the incomplete shipment is made. You will soon be able to view the amount of this refund in the "My Refunds" section within your "My Account" section on our website. After all these checks, if you still have not received a refund, please contact our service."

I wish to contact customer service by phone.

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Our advisors are available by phone from 9am to 5pm from Monday to Friday to help you finalize your order. We invite you to contact them at 04 37 63 11 43.

How to know if a product is available in stock?

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Please note that as soon as you are able to add a product to your cart, it means that we have it in stock. Indeed, all products visible on the site are available for sale, unless otherwise indicated. Regarding products displayed as out of stock on our site, you can at any time request to be notified of their availability, as restocking is likely. We also invite you to regularly visit our site to follow the new arrivals and season's novelties.

How can you find out the origin of your models?

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Collections are deeply rooted in France, and the pieces are pleated and printed one by one with all the attention they deserve. But the house knows how to open borders to the best know-how beyond its territory. Our collections are thought and worked with passion by our designer and her team of stylists and pattern makers in Ambérieu en Bugey, France. You can find the precise origins on the label of each model.

How do I choose my size?

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We offer a size guide, available on each product sheet, next to the size selection. This guide will enable you to compare your measurements with the sizes offered. However, there are models that fit large or small, and others that are wide. Don't hesitate to consult the "Advice" section on each product sheet. In the absence of a size indication, you can choose your usual size.

I have questions about a product

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We invite you to contact our customer service from Monday to Friday from 9am to 5pm at 04.37.63.11.43 or to send an email to eshop@cotelac.fr.

Rework policy?

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We offer you a personalized alteration service following your purchase in our stores.