F. HAS . Q
How to place an order on Fidèle Paris?
To place an order on www.fideleparis.com, add the desired products to your basket by choosing the model and size. Once the shopping cart is complete, you will be asked to create a customer account using your email address and then provide the requested information. You can then choose your delivery and billing address as well as your delivery and payment method. Once your order has been validated, you will receive a confirmation email. If you have not received this email, check your spam folder or contact us at firstname.lastname@example.org
Where is my order ?
Once your order has been dispatched from our workshops, you will receive an e-mail indicating the date of dispatch, the name of the chosen carrier and a tracking number to follow the progress of your package.
I made a mistake when placing my order, what should I do?
Don't panic, to err is human! Our orders are usually sent within 2 to 5 working days, this gives us time to contact us via our contact form or by telephone indicating your order number and the desired modifications (products, notes, address...). If your order has already been dispatched, you can simply return it to us via our return form within 14 days of receipt.
A product is missing from my order
If you are experiencing this issue, please accept our most sincere apologies. We will send you the relevant product as soon as possible after verification with our logistics department. To do this, please send us an email to email@example.com indicating the missing item, your order number, the weight of the package marked on the label and a photo if the package has suffered damage during its delivery. .
Why is my invoice not in my package?
At Fidèle, we have chosen to limit unnecessary paperwork. Concerned about our planet, your invoices are directly available in your customer area in digital format or in your e-mails following your order. But do you want a paper invoice? Tell us when ordering.
What should I do if my promotional code or credit is not working?
To use a promotional code or a credit note, you must log in to your customer account. Then enter the code in the tab of your shopping cart dedicated to it. If the difficulties persist, contact us via our contact form.
What are the costs and delivery times?
Shipping times are 2 to 5 working days and may vary slightly depending on the influence of orders.
When your package is shipped, you will receive a confirmation email indicating the tracking number. Delivery times are 48 to 72 working hours for La Poste and Colissimo and 2 to 5 working days for private parcels to France.
For international deliveries, allow 5 to 9 working days. We are not responsible for any delays related to carriers. Shipping costs are FREE from 80€ for France and 150€ for Europe.
What if I don't want "classic" packaging?
Are you concerned about the environment? U.S. too ! We can ship your order without surplus or advertising. Your product will travel with respect for our planet.
What are the means of payment?
Fidèle Paris offers 4 ways to pay for your order:
-Payment by credit card (Visa, Master Card, American Express)
-Payment by credit note or gift card
-Payment by Apple pay
-Payment by Alma for payments in 2 and 3X free of charge from €40
I want to cancel my order
Once your order has been validated, you have 12 hours to cancel it. If the cancellation has not been made within the time indicated, you can return your item to us by following the return and refund procedure.
How do I return my items?
A mistake ? A change of mind? You have up to 14 days to return your items to us from receipt of your products.
You must ensure that you return the item in its original packaging, new, unworn, unwashed, accompanied by the return form, to the following address:
13 rue Jean Gabin
App 401 – Carisey
78390 BOIS D'ARCY
If the conditions are not met, Fidèle reserves the right to refuse reimbursement.
What if my product is defective?
Did you receive a defective product? We apologize and will correct this mistake as soon as possible. To do this, simply contact us via our contact form or by e-mail at firstname.lastname@example.org and inform us of the information below:
You have 14 days after receipt of the order to make your request. Once the request has been reviewed and approved, a second article will be sent to you.
Do not hesitate to contact us for any additional information.
Where are our items made?
Fidèle is a young company that claims MADE IN FRANCE. Your collars, harnesses, leashes... are made by hand in our workshops near Versailles. For ecological and qualitative reasons, the raw materials all come from France or European border countries.
How to choose the right size ?
You will find a size guide in each product sheet to make your job as easy as possible. These guides have been specially designed to allow you to find your happiness without making mistakes.
How do I maintain my items?
In each product sheet, you will find a "maintenance" tab dedicated to your item.