FAQ

FAQ

PLACE AN ORDER ON MYCHATELLES.COM

To discover Chatelles' story, click here.

Yes! The story is true! You can (re)read it here.

In case of problem when placing your order, do not hesitate to call our Customer Service, available from Monday to Friday from 9:30am to 7:00pm (Paris time) on +33 1 45 00 50 90.
It is of course possible to place an order by phone, it is a 100% secure procedure. Our Customer Service does not record any personal data and follows a very strict procedure guide.

You can't connect to your account? You can first reset your password by clicking on "Forgot your password?". You will receive a new password by email, which you can change later in your account information.
In case of problems, do not hesitate to send an email to contact@mychatelles.com or to call our Customer Service, available from Monday to Friday from 9:30am to 7:00pm (Paris time) on +33 1 45 00 50 90.

If you do not receive our emails we invite you to check your spam and different tabs of your email and add contact@mychatelles.com to your address book. There are also the following possibilities: subscribe again via the footer on the website, write to us at contact@mychatelles.com or register in the shop at 94 rue du Bac 75007 Paris by participating in a contest to win a pair of Chatelles (contest game valid throughout the year).

Subscribe to our newsletter and follow us on Instagram and Facebook to be informed of all our promotions and private offers.

Our electronic gift cards are available here. All our gift cards are valid for 1 year.
If your gift certificate is greater than the amount of the pair you choose, the difference will be reusable with the same code in another purchase.
If your gift certificate is less than the amount of the pair you choose, you will have to pay the difference in price.

To benefit from your voucher or gift card, you must enter the code in the "Reduction code / gift certificate" box after finalizing your order, before making the payment.

Yes of course! You can benefit from your gift card by purchasing your pair in our shop at 94 rue du Bac, Paris 75007.

Yes if your ordered is delivered outside the EU, you will not pay VAT which will be automatically deducted.

OUR COLLECTIONS

Chatelles offers a permanent collection with different atmospheres such as: Business is Business, Jungle Fever, Dance & Party, Spring Time, Cozy Time, Sport Chic and a children's collection.
Chatelles presents one capsule per month, that are then supplemented by exclusive collections: our collaborations.
Our current collaborations are: Chatelles x F.R.S, Chatelles x Tartine et Chocolat, and Elisabeth Von Thurn Und Taxis x Chatelles
Our capsule-collaboration collections are temporary, so models are limited.
Chatelles has also collaborated with important brands: Hotel Le Meurice, La Maison du Chocolat, Princess Tam-Tam; these collaborations are over so the models are no longer available.

You can consult our size guide, and in each product page for each model. In general, the Chatelles fit slightly small.
In addition, each product offers personalized advice according to the shape, the material, ... It is located just above the available sizes of the pair.

Want to come try them on? Come to the Chatelles Boutique at 94 Rue du Bac 75007 Paris. The shop is open from Monday to Saturday from 11:00am to 7:00pm. Phone number +33 1 42 22 20 46

Know that our pairs are exchangeable and refundable within 100 days if they are new and never worn. In the context of sales and private sales, the items can not be refunded, only the exchange or the creation of a voucher will be possible. Shoes with embroidered initials are never returnable or refundable, as are pairs sold in the Archives.

When a size of a model is no longer available, we invite you to select the pair you like, click on the sold out size and enter your email address: you will receive a personalized email when the size will be available again on our website!
Our capsules and collaborations are temporary, when a model is completely cold out, it is not always certain that it is restocked again. Some models are very quickly victims of their success, we try to reassort them if possible.
In addition, our best sellers return to our website regularly.

Yes, slightly, because all our slippers have an inner lining made of natural leather that accommodates to your feet and then becomes as comfortable as a house slipper :)

Here are several options to soften your pair of slippers:
- If you come to Paris soon, you can go directly to our shop, you can drop them and in 2 days, our craftsman will soften them at the point you will indicate
- You can wear them at home with socks for a few days
- You can bring them to your shoemaker to soften them

It is not worth it to change the soles of your Chatelles at the time of purchase, because our outer soles are made of recycled rubber, 100% waterproof! After with the use, it is quite possible to change the soles by your shoemaker.

In each product page on our website you will find at the bottom of the page a specific maintenance advice for each model. You will also find advice on different materials here.

Of course! For all special requests, write us at bespoke@mychatelles.com

The Chatelles are made in a wide range of materials (suede, leather, canvas, fur, printed fabric...), you can have a preview here.

For any suggestion for our next collections or other remarks, you can contact us by email by writing to contact@mychatelles.com, all your opinions are important to us.

DELIVERIES

Chatelles delivers worldwide (no delivery on weekends or holidays), Monday to Friday from 8am to 6pm.
Once the carrier takes care of your package, you will have a link to track your order. In case of dispute with the carrier, we can assist you, however we have no control on their actions.

Free shipping costs for all orders placed in France (including Corsica and Monaco, except DOM TOM).

Free shipping costs for all orders placed in the EU (including United Kingdom, exluding Switzerland).

The delivery fee is € 27.90, £ 24.60, $ 34.40 for one pair (additional fees for each additional pair). Delivery times are about 7 to 10 days maximum (may be a few more days in sales periods).
Embroidered pairs with initials will be delivered within 6 to 8 weeks (time required to produce them on request).

RETURNS, EXCHANGES AND REIMBURSEMENTS

Our shoes are refundable within 100 days if they are new and never worn.
However, in the context of sales or private sales, the items can not be refunded. They will be exchanged for items of the same value (or you pay uor we will refund you if there is a difference in price) or you can receive a voucher valid for one year.
You will be refunded the full amount paid during your order and the initial delivery costs (return costs are your responsibility).
Embroidered shoes with initials are neverb exchangeable or refundable.

You can proceed to an exchange directly in our shop at 94 Rue du Bac 75007 Paris, Monday to Saturday from 11am to 7pm. You will need to present the pair to be exchanged and your proof of purchase.

Your return form has been sent with your shoes in your Chatelles shoebox. If you do not have it, you can contact us by email at contact@mychatelles.com

The shoes can be returned via La Poste, at your expense, to the following address:
Centre Logistique Chatelles, 112 Rue du Chateau, 76410 Cleon, France, +33 2 35 05 99 60.
You must attach the completed return form of your pair, specifying whether you want an exchange or a refund.
If you want to make an exchange, Chatelles will cover the shipping costs of the new pair, within the limit of two pairs.

The shoes can be returned with your national postal service with a tracking number and signature at the reception, at your expense, to the following address:
Centre Logistique Chatelles, 112 Rue du Chateau, 76410 Cleon, France, +33 2 35 05 99 60.
We recommend that you avoid returning your pairs via DHL, FeDex or UPS which has a very high shipping cost.
It is very important not to declare a market value (or 15 €) to avoid paying twice the import fees on your return, we will do the same for the pair we send you.
You must attach the completed return form of your pair, specifying whether you want an exchange or a refund.
If you want to make an exchange, Chatelles will cover the shipping costs of the new pair, within the limit of two pairs.

The shoes can be returned with your national postal service with a tracking number and signature at the reception, at your expense, to the following address:
Centre Logistique Chatelles, 112 Rue du Chateau, 76410 Cleon, France, +33 2 35 05 99 60.
We recommend that you avoid returning your pairs via DHL, FeDex or UPS which has a very high shipping cost.
It is very important not to declare a market value (or 15 €) to avoid paying twice the import fees on your return, we will do the same for the pair we send you.
You must attach the completed return form to your pair, specifying whether you want an exchange or a refund.
If you want to make an exchange, Chatelles will cover the shipping costs of the new pair, within the limit of two pairs.

Our shoes are exchangeable within 100 days if they are new and never worn.
Embroidered shoes with initials are never exchangeable or refundable.
For the exchanges, the costs of return are paid by you (if the payment of the order was carried out via Paypal your expenses of return are reimbursed by Paypal directly by contacting them), but the second sending via DHL is supported by Chatelles within the limit of two pairs.

PAYMENTS

You can pay by credit card, Visa, Maestro, MasterCard, American Express and Paypal.
It is quite possible to place your order by phone, it is a 100% secure procedure. Our Cient Service does not record any personal data and follows a very strict procedure guide. You can contact us at +33 1 45 00 50 90 from monday to friday from 9:30am to 7:00pm (Paris time).

VARIOUS

You can contact us by phone at +33 1 45 00 50 90 from Monday to Friday from 9.30am to 7pm (Paris time).
You can also contact us via contact@mychatelles.com or fill out the online contact form here.
We will respond as soon as possible. All your comments, criticisms and suggestions are welcome! We take them very seriously.

If you want a new pair of tassels, you can contact us at contact@mychatelles.com and we will send you a link for the payment (18 € per pair). If you are good at DIY, you can change the tassels yourself! If not, you can go to a shoemaker to change them. If you are in Paris, you can go to our shop to buy a new pair of tassles (18 € per pair) and we will change them without additional cost!

Our boutique is located at 94 Rue du Bac, 75007 Paris.
It is open from Monday to Saturday from 11:00am to 7:00pm (exceptional openings some Sundays and holidays, information in our social networks and here).
Telephone: +33 1 42 22 20 46
You can consult the list of our other retail points here.

You can contact us by email via contact@mychatelles.com, we will answer you as soon as possible.

Want to join us? You can submit your application (CV and motivations) by email to joinus@mychatelles.com

We will be happy to meet you! Write us at contact@mychatelles.com to make an appointment.

Exchangeable & refundable
Within 100 days
Free EU and UK shipping
(free worldwide from 300€)