FAQ/Help

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PAYMENT & ORDERS

We accept payments by all types of credit cards (CB, Visa, Mastercard, American Express), but also Paypal, Alipay, JCB, Sofort, ELV, Sepa, Ideal and BCMC.

If a problem occurs during the payment of your order, you can change to another browser (Google Chrome, Mozilla Firefox, Internet Explorer, Safari), or use a different device (for example: if you are on a smartphone/tablet change to a laptop).

If the problem persists, try changing your payment method, or ask your bank for assistance.

The online shop uses the Adyen e-commerce solution. This solution has been developed so that you can make your payments in an ergonomic and user-friendly environment with optimum security and respect for private life. 
Furthermore, we never save your payment information on our website.

Unfortunately, we do not provide this ease of payment yet.

It can happen that the validation of your order takes up to 10 minutes, you’ll then receive a confirmation by mail. If you do not see the email in your inbox, please check your junk/spam mail.

You can also check your order on your customer account. If you do not see it, do not hesitate to contact customer service. 

Once confirmed, we are not able to modify the content or information related to your order. We then advise you to check your personal information and order content before confirming it.

Unfortunately, it is impossible to cancel your order. However, you can refuse the package once delivered (by not picking it up at the pick-up station or refusing the delivery at your door). The package will then be sent back to us, and we will proceed to your reimbursement.

You can follow the different steps of the shipment by connecting to your customer account. Your order will go through the following stages: 'Confirmed', 'In course of preparation' and finally 'Despatched'. We will also send those information to you by email. 

When your order is passed to the carrier, you will receive another email giving you the package number which will allow you to follow its journey.

If you do not see the email in your inbox, please check your junk/spam mail.

If one of those status appears on your order, it unfortunately means that one or all the products of your order could not be shipped due to a stock problem in our warehouses.

This can be explained by the fact that several orders were placed in a short interval on the same item for which there was little stock left. As we were not able to fully complete the order, we proceed to the reimbursement of the missing items.

Yes, our Personal Shopper service allows you to access a full personalized remote shopping experience. It is a 4-step process :

1/Book your appointment with a Personal Shopper : +33 1 80 49 12 12 (Monday to Saturday from 10 am to 7 pm). 

2/Your personal advisor calls you back at the scheduled time and shows you remotely the collection according to your taste and wishes.

3/You fell for some items? You can pay them with your Personal Shopper in a complete safe way.

4/Your order is shipped to your home fast and without any additional costs  (by Post or Chonopost).

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DELIVERY

Your order is prepared within 48 working hours in our warehouses, then passed to the carrier, according to the method of delivery and the country that you have chosen.

Here below are the costs and expected delivery time for each area :


Delivery type Country Costs Time

Delivery via Relais Colis

Metropolitan France, Corsica, Monaco

Free

2 to 3 days
Colissimo 

Metropolitan France, Corsica, Monaco

Free 2 to 3 days
Click & Collect Gerard Darel France Free 2 to 3 days
Chronopost Metropolitan France, Corsica 10€ 24h to 48h
DHL Express Guadeloupe, Martinique 35€ 24h to 48h
DHL Germany, Belgium, Spain, Italy, Luxembourg, Netherlands Free 2 to 5 days
DHL Portugal, Irland, Romania 20€ 2 to 5 days
DHL Switzerland Free 2 to 5 days
DHL United Kingdom Free 2 to 5 days
DHL Express United States Free 24h to 48h

 

For Switzerland, the UK and the USA, please place your order from the dedicated websites in the currency of the country in question.

Customs Duties : Orders delivered outside the EU - including the UK - may be subject to additional customs duties and taxes. These charges are the responsibility of the recipient and may be requested at the delivery Please contact the authorities in the country of delivery for more information

Before confirming your order, you can "Add a New Address" which will then automatically be taken into account.

If you have already placed your order, please contact our Customer Service by email eshop@gerarddarel.com or by phone at +33 (0)1 80 06 98 75 (Monday to Friday between 10:00 am to 6:00 pm)

If your package has been sent back to us, we will unfortunately not be able to send it again.

We will reimburse you as soon as we get the package, and you’ll be notified by an email.

If you completed your order and did not receive it yet, you can check the shipping status from your Customer Account. If the status says « in course of preparation », your order is still being shipped.

If the status says « Despatched », your order is being processed by one of our delivery partners.

If the tracking of your order indicates that it is delivered and that you have not yet received anything, we invite you to contact us by email at eshop@gerarddarel.com or by phone from Monday to Friday from 10am to 6pm at +33 (0)1 80 06 98 75.

This can happen when several orders were placed during the same time period for the same item for which there was little stock left.

When this unusual event occurs, you will be notified by email (If you do not see the email in your inbox, please check your junk/spam mail) and reimbursed after few days according to the payment method you used.

If you received an article that does not correspond to your order, please send us one or two photos of the article at eshop@gerarddarel.com

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RETURNS & REFUNDS

You have 30 days from the moment you received the package or picked it up at a pick-up station to return it. The products must be returned in their original packaging with their labels in a perfect state.To return a product, please follow these three steps:

1/ Report your return request

  • Go directly to the page dedicated to returns accessible here or go to to your customer account if you created one to access the page
  • Fill your order number and your email address to complete the request.

2/ Print the confirmation email

  • Print the confirmation email and please attach it to your package
  • Concerning return in Metropolitan France, you can directly edit the return coupon thanks to the Colissimo link in the confirmation email.

  • Concerning returns outside Metropolitan France, they are at your charge by the carrier of your choice.

3/ Prepare the return package and hand it in to the carrier

    • We advise you to keep the deposit, proof of your package until the reimbursment is complete.

You can return your items in all the Gerard Darel shops in Metropolitan France, excepted in the following areas : Agen, Ajaccio, Amiens, Annecy, Bastia, Béthune, Brest, Calais, Lorient, Montélimar, Périgueux, Quimper, Reims, Rueil Malmaison, Tarbes, Vannes, Vincennes.

You are responsible for any return shipping fees. Returns should be paid directly to the carrier of your choice. Fees are free for orders inside Metropolitan France only. 

Returns can take up to 2 to 5 working days to arrive.

When delivered in our warehouses, our logistic team has up to 14 days to process the package.

You’ll receive a confirmation email once the reimbursment has been executed. The amount of time it will take for you to receive the credit is determined by your bank and the payment method used.

Once your package has been returned and processed in our warehouse, you’ll be refunded on the payment method you used for the purchase. We invite you to check your bank account or PayPal account within 10 days in order to check if the reimbursment has been done.

It is impossible to exchange an article that has been purchased on our website. However, you can return your entire order to be refunded, and reorder the article you desire.

If you return the total of your order, we reimburse you the initial delivery fees as well. If you only return a part of your order, you will not be refunded for the initial delivery fees.

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MY CUSTOMER ACCOUNT

1) Do you have a Customer Account on our e-shop ? It is different than the account created in stores and subscribing to the newsletter do not automatically create an online customer account.

2) Due to the redesign of our website, if you already had an account before the 15/04/2021, you have to reactivate it. On the connection page, click on « Reactivate my account ». You will be asked to give an email address  and you’ll be sent a reactivation link. You will then have to click on the link , enter your password and validate. If you do not see the email in your inbox, please check your junk/spam mail.

3) The connection from a Facebook or Google account do not work. However, it is possible that you created a Gerard Darel Customer Account using the same email address than your Google or Facebook account. In this case, please follow the process described above.

4) Your Customer Account has been created after the 15/04/2021 and you forgot the password ? Click on « Forgot Your Password ». You’ll receive a reset link by email. If you do not see the email in your inbox, please check your junk/spam mail.

To modify your personal details (First name, Last name, Email, Phone number), please contact us by email at eshop@gerarddarel.com or by phone +33 1 80 06 98 75.

You can change your billing information on your Customer Account directly.

The information that you send us to fulfil your order is only used in the context of our business relationship. This information will not be shared with third parties or resold. In compliance with the law on Data Protection of 6 January 1978, you have a right of access and correction of personal data concerning yourself. Your bank information (bank cards) will only be used by Adyen, our partner for secure payment, in the context of your payment. We do not store any banking information concerning you.

You can unsubscribe from the newsletter by clicking on the « Unsubscribe » at the foot of the newsletter emails you receive. You can so send your request at eshop@gerarddarel.com.

To delete your customer account and its related data, you can express your demand by sending us an email at eshop@gerarddarel.com

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OUR PRODUCTS & STOCKS

If you think that your article has a defect, please contact us at eshop@gerarddarel.com with the following information :

  • Your order number or if you do not have it the date of your purchase
  • The name of the product / a photo of its label
  • One or two photos picturing the defect

We’ll reach back to you by email in 48h.

If you did your purchase in a store, we advise you to contact the latter.

If the article you desire is not available, it means the number of orders for this product has exceeded our stock on the e-shop.

You can enter your email to be notified when the product is back in stock. Click the size you’re requesting and then enter your email address in the box under “Notify me when this product is available.”   Unfortunately, we cannot guarantee the item will be restocked, but we will let you know if it is.

You can also click on « Book in store » in order to check the availability of the product in a nearby shop and book it without obligation to buy.

Some items are available in stores before being available on the e-shop. We thank you for your patience and understanding before all the new collections items are available online.

If the article you’re looking for is from an older collection, it will only be available in outlets.

You can enter your email to be notified when the product is back in stock. Click the size you’re requesting and then enter your email address in the box under “Notify me when this product is available.”   Unfortunately, we cannot guarantee the item will be restocked, but we will let you know if it is!

To do so, please click on the desired size and enter your email in the required field.

You can also click on « Book in store » in order to check the availability of the product size in a nearby shop and book it without obligation to buy.

If you are unsure about your size, please consider taking a size down.

If you wish more information, please check our « Size guide » or directly contact a store to be advised by one of our sales consultants.

The size worn by the model is, or will soon be, displayed on the product description.

We do not propose a retouch or repair service for the items on our e-shop. However, you can always contact us is you have any questions about the maintenance of your Gerard Darel products.

An extra button is offered with almost all of the Gerard Darel items designed with buttons. 

Unfortunately, we cannot send you extra buttons as we do not own seperate pieces.

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QUESTIONS RELATED TO IN-STORE PURCHASES

The in-store credits are not viable on the e-shop or any corner stores (E.G: Galeries Lafayette, Printemps…)

Please bring the article back to the store to show the defect.

If the problem cannot be solved in the store, please contact the Customer Service at eshop@gerarddarel.com or by phone +33 1 80 06 98 75. Do not hesitate to add photos of the defect in your mail. 

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