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Frequently Asked Questions

Welcome to our Frequently Asked Questions page, we will answer all your questions here.

How can I place an order?

To place an order, click on the desired item, select your size and click on ‘Add to the shopping bag’. You can continue shopping, or you can click on ‘Checkout’ to proceed to payment.

How do I know whether an item is still available?
  • An item is available if you are able to add it to the shopping bag. If the size is shaded, the item is not available in that size anymore and you will not be able to add it to your shopping bag.
Can I edit an order once it has been placed?

We are unable to edit your order once the confirmation email has been sent. We thus advise you to contact our customer service in order to find an adequate solution depending on the status of your order.

Is my order confirmed?

Once you have placed the order, you will receive an email specifying that your order is confirmed.

How can I track my order?

To track your order, check the shipping confirmation email, which includes a parcel tracking number. You may also find it by login in to ‘Account’ on the top right of our welcome page. The ‘Order history’ section allows you to follow the status of your order. You will find a detailed summary table of your orders and a link to the website of the chosen shipping partner, on which you can track your parcel. You will also be able to download your invoices from there.

What are the accepted payment methods on Figaret.com?

The accepted payment methods are:

  • Credit card (Visa, Mastercard, American Express)
  • Paypal
Is the payment system secure?

The security of your payments is Figaret Paris’ priority. In order to provide it, your bank details are transmitted to our servers thanks to SSL (Secure Socket Layer) encryption, using Hipay. This way, neither Figaret Paris nor Hipay receive your bank details directly, allowing you to place your orders safely.

Is my personal information confidential?

Placing an order requires opening an account, which implies providing personal information (name, address, phone number…). The data is stored on our website and we are committed only to share it with partners involved in the process of your order (banks, shipping partners).

What if my online payment is denied?

If your online payment is denied, you can either attempt the payment again, or use an alternative payment method such as Paypal.

 

If your credit card was denied, it can be due to one of the following reasons:

  • You made a mistake while typing your secret code
  • You made a mistake while typing the expiry date or the security number at the back of your card
  • Your name and address do not match the ones your bank has
  • Your bank denied payment for security reasons
  • Your bank account does not have the required amount of funds to cover payment

Please contact your bank or credit agency if you want more information about your denied payment. We then invite you to contact us if your bank is not able to provide a satisfying explanation.

What are the delivery delays and costs?

Products are delivered within a different timeframe according to the shipping mode you select at check-out.

FRANCE (including Corsica and Monaco)

Any order placed before 12pm on a working day will be shipped on the same day.

EUROPE

INTERNATIONAL

Do I have to pay custom fees for my delivery?
  • For deliveries to France, the French VAT rate is automatically applied and the price paid thus corresponds to a price inclusive of taxes in the shopping bag.
  • For deliveries in Europe (France excluded), the French VAT is automatically applied to the final price.
  • For international deliveries outside of Europe, the French VAT is deducted from the total price. There might be custom fees to pay upon delivery depending on your country of delivery. It is your responsibility to check the existence and amount of custom fees before placing an order.
I am getting delivered in a Figaret boutique (Click&Collect): when shall I collect my order?

Once your order is placed, a shipping confirmation email will be sent to you with a tracking link. In order to follow your order, you need to click on the link or to login to ‘Account’ with your email and password. Please then check the ‘Orders’ section. You will find a detailed summary table of your orders, and a link to the website of the selected shipping partner in order to track your parcel. You will also be able to download your invoices from there.

What is the procedure to collect my order from a Figaret boutique?

You will have to present the confirmation email of your order (printed or from your smartphone) as well as an ID corresponding to the name on the email. The ordered may be collected by a different person than the one who placed the order provided that the customer ID is presented.

I have selected a Click&Collect delivery, how long will my order be kept in the Figaret boutique?

An order delivered to a Figarey boutique (Click & Collect) is kept for 45 days from the delivery date. At the end of this period and after a last phone reminder, your parcel will be sent back to our warehouse. We will then proceed to your refund within 35 days.

I have selected a Point Relais delivery, how long will my order be kept?

If you selected a delivery in Point Relais, your order will be kept at the Point Relais for 14 days.

If I am not satisfied with my online purchase, can I exchange in a Figaret boutique directly?

You can exchange in a Figaret boutique provided that you have selected the Click&Collect delivery. If the order was delivered through a different mode, you            are not allowed to exchange in a boutique and we invite you to follow our standard return procedure.

In the specific case of Click&Collect deliveries, you can exchange the ordered product for a product of equivalent price. If the product is exchanged for a product of lower price, you will receive store credit corresponding to the price difference between the two available for 6 months. If the product is exchanged for a product of higher price, you will have to pay the price difference between the two. You dispose of 30 days from the day of pick-up from the boutique to exchange. You will have to present your delivery receipt (also available from your online account).

How do I return a product from my online order?

Based on the French Consumer Code, you have the right to partially or fully return your order within 14 days from the day of delivery. For Click&Collect deliveries, this period runs from the day the order is collected from the boutique.
The product must be returned in its original condition and original packaging and you must follow the standard return process.
Figaret boutiques do not take in charge any return or refund.

Can I exchange a product from my online order?

As of today we do not offer the possibility to exchange a product bought on our online boutique. We thus kindly invite you to return the ordered products according to the standard return process and to then place a new order.

Can I return an order someone else has placed?

If you wish to return an order that you have not personally placed, please follow the standard return process and it will be refunded to the person who placed it.  In agreement with the current law, you dispose of 14 days to return products in their original conditions and packaging.

When do I get the refund once I have returned the products?

Once we receive your return package, we will proceed to your refund within 14 days through the same method payment you used to place the order.

Is my personal information confidential?

Placing an order requires the creation of an account including personal information (name, address, phone number…). The data is stored on our website and we are committed only to share it with partners involved in your order’s process (banks, shipping partners).

How can I edit my personal information?

To edit your profile, login to ‘Account’ by providing the email address and password used to create the account. Then go to the ‘Personal information’ section where you will find the entries to all required information fields (addresses, password etc.) filled during the account creation and that you may edit or delete as you wish.

What if I have forgotten my password?

In case you have forgotten your password, go to ‘Account’ and click on ‘Forgot your password?’ below the required information fields. You can request a new password, which will then be sent to your email address.

Do I have to create an account to place an order?

To place an order on our online boutique, you may choose between creating an account or login via Facebook.

How can I stay informed about Figaret Paris?

Creating an account automatically adds you to the subscription list of Figaret Paris’ newslettesr. You may unsubscribe at any time by selecting ‘No’ in the ‘Newsletter subscription’ section when logged in to ‘Account’. Alternatively you may click on the link at the bottom of the page in the last newsletter you received.

How can I contact Figaret Paris?

For any further information or assistance, you may contact us by filling the ‘Contact us’ form specifying your contact details as well as the subject of your message.

How do I choose my size?

Please refer to our dedicated ‘Size guide’ and follow the detailed explanation.

I ordered socks, did I receive the right size?

The 2 codes indicated on the label and on the tip of the sock are manufacturing codes, which do not reflect the size of the sock. Here are the sizes correspondance:

Ordered size (French size): 40/41 – Label code: 05 – Code on sock: 10,5

Ordered size (French size): 41/42 – Label code: 06 – Code on sock: 11

Ordered size (French size): 42/43 – Label code: 07 – Code on sock: 11,5

Ordered size (French size): 44/45 – Label code: 08 – Code on sock: 12