Terms and Conditions



The website www.mychatelles.com (here after the “Site”) is edited and managed by the company POLYVALENCE SAS (here after “Polyvalence” or the “Company”), its headquarters are at 92 rue de Varenne, 75007 Paris, France and it is registered at the “Registre du commerce et des sociétés de Paris” under the number 751 529 009, with the European VAT code number FR34751529009.

You can contact the Company at contact@mychatelles.com


This retail website can be accessed on the internet at the address www.mychatelles.com (hereinafter the "Site") and is open to any user of such a network (hereinafter the "Buyer").

These General Terms and Conditions of Sale (hereinafter “GTCS”) are concluded between Polyvalence SAS and every non-professional person who wishes to carry out a purchase on the website (hereinafter “the Buyer”).

The Site is published and managed by the company Polyvalence SAS, RCS Paris 751 529 009, headquartered at 92 rue de Varenne, 75007 Paris.

All orders placed on the Site presuppose prior consultation and full and unreserved acceptance of these General Terms and Conditions of Sale ("GTCS"), which can be consulted on the Site. The GTCS govern relations between the Site and any Buyer making a purchase via the Site.

Polyvalence SAS may amend the GTCS without notice at any time.

The GTCS may in no event be amended by the Buyer. The GTCS in force shall be those published on the Site at the time when the Buyer places their order on the Site.

If a Condition of Sale was found to be lacking, it would be considered as being governed by the provisions in force in the remote sales/in-home shopping sector whose companies are headquartered in France.

Should one or more provisions in these GTCS be rendered invalid subsequent to the application of a French legal provision or court ruling, the other provisions shall remain in force.


a. Buyers

The Buyer hereby declares that he/she has read and accepted these GTCS in their entirety prior to placing his/her order on the Site.

To be entitled to place a valid order on the Site, the Buyer must be at least 18 years of age and have legal capacity or be in possession of parental authorisation permitting him/her to place orders on the Site.

The Buyer therefore declares having the capacity to enter into this Agreement and not be under guardianship.

The Site reserves the right to ask any Buyer to provide proof of his/her age or of his/her parental authorisation, and not to honour the Buyer's order should the latter fail to provide such proof.  

The Site reserves the right to cancel any order (against refund) deemed not to meet the aforementioned criteria, without it however, being liable.

When the Buyer gives Polyvalence SAS, via the Site, their bank account details, needed for delivery of the product(s) featured on the site they must check the accuracy and the exhaustiveness of this information. In the case of a mistake in the contact details, Polyvalence SAS could not be held responsible for the inability to deliver products.

b. Products

The products of the Chatelles brand (the "Product(s)") offered for sale by Polyvalence SAS are those present on the website on the day the Buyer consults the site. Polyvalence SAS strives for the utmost accuracy in presenting and describing its products on the site. The product photographs are for illustrative purposes only and are not contractual.

Polyvalence SAS will fulfill orders placed by the Buyer within the limits of available stock and will make its best efforts to keep the availability of products on the site up to date. In the event that, despite the vigilance of Polyvalence SAS, one or more products ordered by a Buyer are temporarily or permanently unavailable, or if the delivery times exceed more than seven (7) days from the date indicated at the time of the order (except in cases of force majeure), Polyvalence SAS will inform the Buyer by email. The Buyer will then have the option to modify or cancel the order by sending an email to contact@mychatelles.com. In the case of an order cancellation due to a delivery delay, the Buyer must express the intention to cancel or modify the order no later than one hundred (100) calendar days from the date indicated for the delivery of the order.

In the instances described in this paragraph, Polyvalence SAS undertakes to refund the Buyer whose payment has already been debited as promptly as possible and no later than twenty-five (25) days after the payment date. No additional compensation will be paid by Polyvalence SAS to the Buyer in such cases.

c. Prices

The prices of the Products listed on the website are in euros or any other currency, including all French taxes for orders in France and import duties for international orders (excluding French VAT).

In the case of discounts, these will be applied to the Buyer's order in the shopping cart if the Buyer meets the conditions for eligibility and has correctly entered promotional codes.

The Buyer's contribution to shipping costs is determined based on the delivery method:

  • Free shipping via national postal services, with online tracking and delivery against signature for all shipments in the EU (Metropolitan France, Corsica, and Monaco), excluding Switzerland, the United Kingdom, and overseas territories. Express delivery with DHL is also available for €13.90 for France and €19.90 in the EU (or equivalent in other currencies) per pair of products (increases proportionally for multiple pairs).
  • DHL Express Worldwide (rest of the world): €29.90 (or equivalent in other currencies) per pair of products (increases proportionally for multiple pairs). Free delivery for orders over €300.

The above shipping costs are reduced for multiple pairs in a single order and will be indicated during the summary of any Product order on the website.

NOTE: If the delivery country is outside the European Union, customs duties may be the responsibility of the recipient. Polyvalence SAS has no control over these fees, which are entirely the responsibility of the Buyer.

The prices applicable to the Buyer's order will be those indicated on the website at the time of order validation by the Buyer.

d. Payment

The Chatelles (Polyvalence SAS) website uses the Stripe secure payment system. The entire transaction is sent in encrypted mode to a bank validation server in SSL (Secure Socket Layer) mode.

No bank information is stored on our server and Polyvalence SAS has no access to Buyers bank details: the input form is hosted directly at our partner bank, BNP. We thus guarantee you a high level of security for all of your transactions on the Site.

Should the Buyer pay for his/her order with a non-French debit/credit card, such debit/credit card must be valid for international transactions. Furthermore, any commissions or other costs regarding payment that may be charged to him/her by his/her bank or by BNP, which is provided to Chatelles’ (Polyvalence SAS) Stripe secure payment system, shall be charged to the Buyer.

The sum to be paid for the order is indicated to the Buyer on the internet page summarising the items in his/her order. Before proceeding with payment, the Buyer therefore has the opportunity to check the details of his/her order and the total price online and correct any errors.

Payment is payable on order, by debit/credit card (including Amex) and Paypal only. The Buyer guarantees Polyvalence SAS that he/she is fully entitled to use the debit/credit card used to pay. Should a Buyer's payment be refused by the bank, Polyvalence SAS reserves the right to cancel shipping of his/her order. All new orders placed by such Buyer may be suspended or cancelled by Polyvalence SAS.

Only the debit/credit cards mentioned on the website are accepted. When placing the order, the Buyer must provide the Site with the relevant information on his/her debit/credit card requested of him/her (card number, expiry date, security code (on the back of the card)). The online payment is secure. The information processed is encrypted, and only the online payment system can access them.

The Buyer's debit/credit card shall be debited on confirmation by our bank of acceptance of the Buyer's payment.

The products continue to be the full and entire property of Polyvalence SAS until payment for the products invoiced has been collected in full, including shipping costs and taxes.

Payment is the final stage in confirmation of the order. The Buyer may modify any of the items in his/her order at any time, until he/she has confirmed payment. When payment is confirmed by the Buyer, the order is validated and becomes firm.

The Buyer shall receive an email from the Site at the email address provided, acknowledging receipt and summarising the items in the order that he/she has placed.

The Buyer expressly recognizes that the transmission - in addition to the full name as it appears on their credit card - their card number, the expiration date of the latter and, above all, its cryptogram give authorisation to debit their account of the price of the Product(s) ordered on the Site. 

 e. Delivery

Upon confirmation by the Buyer's banking institution of the payment acceptance, Polyvalence SAS will process the order within the limits of available stock. Orders are delivered to the delivery address specified by the Buyer at the time of the order on the website, provided that the delivery information is correct.

Furthermore, the Buyer has the right to cancel the order as per the terms of article 3-b of these General Terms and Conditions. If, despite all efforts, delivery cannot take place, or if the Buyer refuses the delivery, the parcel will be returned to Polyvalence SAS.

Delivery times may vary depending on the destination country chosen by the Buyer and, except in exceptional cases, should not exceed ten (10) business days from the day following the order placed by the Buyer from Monday to Friday.

For informational purposes, the following indicative delivery times are provided by the national postal services of each country:

  • European Union: between 4 and 10 business days (up to 3 additional days for Austria);
  • Rest of the world: 7 to 10 days depending on the country (UAE and HK within 7 days);
  • Embroidered pairs with initials will be delivered within 6 to 8 weeks.

Delivery times are indicative and provided by the national postal services of each country. Delivery times are generally in business days (exceptions may occur depending on the delivery country, especially within the European Union or internationally, excluding European Union countries: in such cases, the times are then in calendar days).

The Buyer can track the parcel at any time online using the number and link provided via email after the order. Polyvalence SAS is not responsible for the proper performance of the carriers' obligations to the extent that the non-performance or improper performance of its own obligations resulting in the Buyer's favor would be attributable to the Buyer or an unforeseeable and insurmountable third party to the distance selling contract concluded with the latter, or a case of force majeure (cf. art. L.121-20-3 of the Consumer Code).

Similarly, if the direct liability of Polyvalence SAS is called into question, the Company may be exempted from all or part of it by providing evidence that the non-performance or improper performance of the contract concluded with the Buyer is attributable either to the latter or to the unforeseeable, insurmountable fact of a third party to the contract, or to a case of force majeure.

Order delivery is provided by carriers. Delivery times may vary depending on the destination country of the parcel and the time of the Buyer's order.

  • Domestic shipments: national delivery within 7 days. Door-to-door delivery against signature, 24/7 shipment tracking, available to all destinations in Metropolitan France, Corsica, and Monaco.
  • EU and rest of the world shipments: door-to-door delivery (against signature) between one (1) and ten (10) days following the dispatch of the order depending on the destinations.
  • J+1 in Europe. J+2 in Asia Pacific, the Middle East, and everywhere else in the world. Available to all destinations worldwide. Secure network and 24/7 shipment tracking. Customs clearance, if applicable (outside the EU), carried out by the carrier before the physical arrival of the goods. The parcel will be traceable online using the number and link provided by email after each order.

If the parcel arrives damaged or open, the Buyer must refuse the delivery, specifying the reason on the transport document, or accept it by placing clear, specific, and motivated reservations on the transport document. Any delivery of a parcel accepted without reservations at the time of delivery will be deemed free of defects due to delivery.

 e. Returns and right of withdrawal

Polyvalence SAS aims to ensure that consumers who are not satisfied with the ordered items can exercise the right of withdrawal provided for by Article L.221-18 of the Consumer Code under the best conditions. The consumer thus has a period of 14 (fourteen) days from the day of receiving the parcel containing the ordered products to exercise their right of withdrawal.

For this purpose, the consumer will send either by email to the following address: contact@mychatelles.com, or by mail to the following address: Polyvalence – 92 rue de Varenne – 75007 Paris, a withdrawal request using the following model (Article R221-1 of the Consumer Code):

WITHDRAWAL FORM TEMPLATE (Please complete and return this form only if you wish to withdraw from the contract) To the attention of POLYVALENCE SAS – 92 rue de Varenne – 75017 PARIS or contact@mychatelles.com:

"I/we () hereby notify/notifies you of my/our withdrawal from the contract for the sale of the item referenced [to be completed] below: Ordered on ()/received on (*):

Name of the consumer(s): Address of the consumer(s):

Signature of the consumer(s) (only if this form is notified on paper): Date: (*) Delete as appropriate."

The products must be returned to POLYVALENCE SAS at the following address: Chatelles Logistics Center / ESAT, 112 Rue du Château, 76410 Cléon, France, +33 2 35 05 99 60.

The products must be returned in a condition suitable for new commercialization (products in perfect condition, in their original packaging, complete with accessories, instructions, shoebox, plastic pouches, labeled, new, unworn), no later than 14 (fourteen) days from their date of receipt. Beyond this period of 14 days, no returns or exchanges will be accepted.

If the products are eligible for the right of withdrawal under the conditions outlined above, the Customer can choose:

  • Exchange or credit at Chatelles stores for the returned products against other products marketed by POLYVALENCE SAS. Thus, returning to the store for an exchange or credit is possible, subject to presenting proof of the order made on the website in Chatelles stores.
  • A refund by POLYVALENCE SAS for the products returned to our Logistics Center mentioned above, as well as, in the case of a complete return of the order, the delivery costs if any were incurred during the purchase.

Once the goods are checked and accepted by our services, POLYVALENCE SAS will refund, within 15 (fifteen) days of receiving the return, the items received at the invoiced price according to the payment method used when placing the order. Depending on your bank, the credit notification to your account may take several days.

When multiple items ordered from the Website are shipped together in a single package and the consumer decides, during the cooling-off period, to partially return them, any delivery charges from the initial order will remain at their expense.

All return costs are entirely and without exception the responsibility of the consumer.

Items returned incomplete, damaged, deteriorated, or soiled by the consumer will not be refunded and will be automatically returned to them.

g. Mediation

In accordance with Article L. 612-1 of the Consumer Code, the consumer, subject to Article L.612.2 of the Consumer Code, has the option to submit a request for amicable resolution through mediation, within a period of less than one year from the date of their written complaint to the professional.

POLYVALENCE has designated, through registered membership under number 51876/VM/2311, SAS Médiation Solution as the consumer mediation entity.

- Either by email at: contact@sasmediationsolution-conso.fr

To contact the mediator, the consumer must submit their request:

- Either in writing to: Sas Médiation Solution - 222 chemin de la bergerie 01800 Saint Jean de Niost

- Or by filling out the online form titled "Submit to the Mediator" on the website https://www.sasmediationsolution-conso.fr

Regardless of the means of submission used, the request must imperatively contain:

- The postal, telephone, and electronic contact details of the applicant,

- The name, address, and registration number with Sas Médiation Solution of the professional concerned,

- A brief statement of the facts,

- Copy of the prior complaint,

- Any documents enabling the processing of the request (order form, invoice, proof of payment, etc.)."


All products sold by Polyvalence SAS are covered by a legal warranty of conformity as stipulated in articles L.211-4 to L.211-14 of the French Customer Code and by legal warranty of defects in the object of purchase as stipulated in articles 1641 to 1649 of the French Civil Code.


Polyvalence SAS owns the rights over this Site and all elements, trademarks, logos, illustrations, texts, sound effects, etc. appearing hereupon.

Polyvalence SAS does not consent to any licences or rights other than the right of access to and consultation of this Site.

Reproduction or use of all or part of the Site is permitted only for the purposes of strictly personal and private information. Any other use made without the prior authorization of Polyvalence SAS in writing shall constitute an act of computer piracy and may be sanctioned accordingly.


The personal data provided by the Buyer and collected by Polyvalence SAS during the Buyer's order are mandatory and necessary for the processing and management of the order. Failure to provide this information would otherwise prevent Polyvalence SAS from processing the Buyer's order.

In accordance with the Data Protection Act No. 78-17 of January 6th, 1978, as amended by Law No. 2004-801 of August 6th, 2004, the Buyer has the right to access, rectify, oppose, and cancel the personal data concerning them from the Company: Polyvalence SAS, 92 rue de Varenne, 75007 Paris, France, or by email at the address contact@mychatelles.com.

The consumer also has the option to register on the Bloctel telephone solicitation opt-out list.


a. Computer or technical problems on the Site

Polyvalence SAS declines any responsibility in the event of interruption, poor functioning or fraudulent intrusion on the Site.

Polyvalence SAS may not be held liable in the event of loss of data or files resulting from consultation of the Site. It behoves the Buyer to make any safeguards necessary prior to placing his/her order on the Site.

b. In the case of extreme and extenuating circumstances

The liability of Polyvalence SAS may not be invoked for the total or partial failure to abide by the obligations in these GTCS in the event of the occurrence of an extreme or extenuating circumstance such as a natural disaster as defined by Article 1148 of the French Civil Code.


Offer of 10% off upon subscribing the newsletter can not be cumulated with any sale or special offer.


Sales of Polyvalence SAS products are subject exclusively to French law, regardless of the country to which the products are delivered.

Failing amicable solutions, all litigation relating to the interpretation, fulfilment or breach of the contract concluded between Polyvalence SAS and the Buyer, even in the case of multiple defendants, shall fall under the exclusive jurisdiction of the courts of Paris (France). 



The site is published and managed by the company Polyvalence SAS (RCS Paris 751 529 009), 
headquartered at 92 rue de Varenne, 75007 Paris, France. 


The brand names and logos shown on this site are registered trademarks. No licences or rights of use may be assigned to any one of aforesaid brand names or logos shown on the site, which shall therefore not be used without the prior written consent of the owner.

The reproduction of any documents published on the site is permitted only for informative and exclusively private purposes. All and any other use of such reproductions, particularly use for commercial purposes, is expressly forbidden, unless otherwise first agreed in writing by Chatelles (Polyvalence SAS).

Chatelles (Polyvalence SAS) reserves the right to prosecute all and any acts of piracy of its intellectual property rights, including criminal prosecution.


All information accessible through this site is provided as is. Polyvalence SAS makes no explicit or implicit warranties and assumes no responsibility for any damages or viruses that may infect the user's computer equipment or any other property resulting from access or use of this site.

The product photos presented on this site by Polyvalence SAS are not contractual. No guarantee is given regarding the accuracy, precision, or completeness of the information made available on the website. The user is solely responsible for the use of such information.

Polyvalence SAS cannot be held responsible for any damage, whether direct or indirect, regardless of the causes, origins, nature, or consequences, caused by anyone's access to the site or the inability to access it, as well as the use of the site and/or reliance on any information directly or indirectly from it.

The user agrees not to transmit any information on this site that could result in civil or criminal liability and undertakes not to disclose illegal, contrary to public order, or defamatory information via this site.

External sites linking to this site and not under the control of Polyvalence SAS are not the responsibility of Polyvalence SAS, which therefore disclaims any responsibility for their content. These links to other sites do not constitute, in any case, an endorsement or partnership between Polyvalence SAS and these sites, as they are subject to their own terms of use and privacy policies. Moreover, no individual or entity is authorized to create a hyperlink leading to the Polyvalence SAS site without the express and prior authorization of Polyvalence SAS.


Pursuant to the French Data Protection laws No. 78-17 of the 6th of January 1978 and No. 2004-801 of the 6th of August 2004, any person leaving his/her contact details or other data of a personal nature on the site is entitled to a right of access to, rectification of, information on or deletion of data in his or her name via the following address: contact@mychatelles.com

Chatelles (Polyvalence SAS) reserves the right to modify, cancel, suspend or interrupt access to all or part of the site at all times, for any reason whatsoever and at its sole discretion, including in particular the content, the functionalities or the times of availability, without notice, and may not be held responsible for any consequences of such modifications.

This legal information is subject to French law and any disputes shall be brought before the competent courts of Paris (France).

If you have any comments or suggestions on the site, please contact contact@mychatelles.com 

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