1. All unworn pairs are fully exchangeable / reimbursable (100-day time limit)
During sale period and private sale the products are non-refundable. You can make an exchange or receive a credit valid for 1 year for future purchases.
Note that any pre-order is exchangeable or refundable within 100 days from the date the product was sent. They must be new and never worn. The pairs embroidered with initials are never exchangeable or refundable (normal or pre-order).
The pairs with embroidered initials are non exchangeable / non refundable.
2. Free return with PayPal!
You paid for your shoes with PayPal and you want to return them for an exchange or a refund (within 100 days)? You can benefit from a refund of your return costs worldwide thanks to the PayPal service "Refunded returns". You just have to activate it on the following link: https://www.paypal.com/us/webapps/mpp/returns
3. Embroidered pairs will be delivered within 6 to 8 weeks (timing required for hand production)
4. All our giftcards/vouchers are valid for 1 year (day of purchase +364 days) and expire automatically if the date is exceeded.
5. In case of exchange / reimbursement, shipping costs are borne by the client. Please specify the type of return (exchange and reimbursement) and mail the shoes to:
Chatelles Logistics Center / ESAT - 112 Rue du Château, 76410 Cléon, France, +33 2 35 05 99 60.
- Reimbursement: you will be reimbursed your original order and original shipping costs (shipping costs to return the shoes are borne by the client).
- Exchange: we will cover the DHL costs to ship you back the new shoes (shipping costs to return the shoes are borne by the client) within the limit of 2 exchanges.
6. Chatelles ships worldwide with DHL (no delivery on weekends or holidays) with unique rates and timing:
- France (€9.90, £8.70, $12.20) and EU shipping (€16.90, £14.90, $20.80) within 1 week
- Rest of the world shipping (€27.90, £24.60, $34.40) within 7 to 10 days
We advise you to choose a delivery address allowing you to receive and sign your order from Monday to Saturday, from 8 AM to 6 PM (your home or your office, for example).
7. In order to avoid sizing errors, please take note of the indications or call us between 9.30am and 19pm (French time) on the following number +33145005090.