ORDERING ON MYCHATELLES.COM
I'm having trouble logging into my Chatelles account
You can reset your password by clicking on "Forgot password?". You'll receive a new password by email. If the problem persists, contact Customer Service at contact@mychatelles.com or on +33 1 42 22 20 46 (Monday–Friday 10am–5pm, Paris time).
I can't place my order, can I do it over the phone?
Yes, if you have a problem placing your order, call Customer Service on +33 1 42 22 20 46 (Monday–Friday 10am–6pm, Paris time). It's a 100% secure process and Customer Service does not store any personal data.
How can I get private offers or discounts?
Sign up for the newsletter and follow Chatelles on Instagram and Facebook to keep up with all our promotions and private offers.
I'm not receiving your invitations and newsletters
Check your spam folder and your various inbox tabs, and add contact@mychatelles.com to your address book. You can also re-subscribe via the site footer, write to us at contact@mychatelles.com, or sign up in store at 94 rue du Bac, 75007 Paris.
I'd like to give a gift card
Electronic gift cards are available online. All gift vouchers are valid for 1 year. If the voucher amount exceeds the price of the chosen pair, the difference can be reused with the same code. If the voucher is for less, you pay the price difference.
How do I use my gift card?
Enter the code in the "Discount code / gift voucher" box after finalising your order, before proceeding to payment.
Are gift cards valid in store?
Yes, you can use your gift card when buying your pair in store at 94 rue du Bac, Paris 75007.
OUR COLLECTIONS
Suggestions
For any suggestions for our upcoming collections or any other feedback, you can contact us by email at contact@mychatelles.com — all your feedback matters to us.
Do I need to resole my Chatelles?
It's not worth resoling your Chatelles at the time of purchase, as our outsoles are made of recycled rubber, 100% waterproof! Later, with wear, you can of course have them resoled by your cobbler.
The Chatelles collections
Chatelles offers a permanent collection with different moods such as: Business is Business, Jungle Fever, Dance & Party, Spring Time, Cosy Time, Sport Chic and a children's collection.
Chatelles releases one capsule per month, which are then complemented by exclusives: our collaborations.
Our current collaborations are: Chatelles x F.R.S, Chatelles x Tartine de Chocolat, and Elisabeth Von Thurn Und Taxis x Chatelles.
Our capsule-collaboration collections are temporary, so the models are limited.
Chatelles has also collaborated with major houses: Le Meurice, La Maison du Chocolat, Princesse Tam-Tam; as these collaborations have ended, the models are no longer on sale.
A product is sold out, will it come back?
When a size is no longer available, select the desired pair, click on the sold-out size and enter your email address to be notified when it's back in stock. As capsules and collaborations are temporary, a fully sold-out model won't always be restocked. Best sellers come back regularly.
What are the different slipper materials?
Chatelles are made in a wide choice of materials (suede, leather, canvas, fur, printed fabric...); you can get a preview here.
How do I know my size?
Check the size guide available on the site and on each product page. Each product offers personalised advice depending on the shape and material. You can also try them on in store at 94 Rue du Bac, 75007 Paris (Monday–Saturday 11am–7pm) or call us on +33 1 42 22 20 46.
Are the pairs exchangeable and refundable?
Pairs are exchangeable and refundable within 100 days if they are new and never worn. Shoes embroidered with initials are never exchangeable or refundable, nor are pairs sold in the Archives.
My shoes are a little stiff, how can I soften them?
Several options: drop by the store to have them softened by the craftsman within 2 days; wear them at home with socks for a few days; or take them to a cobbler.
Do my Chatelles stretch?
Yes, slightly, as all the slippers have an inner lining in natural leather that moulds to the feet and becomes as comfortable as a house slipper.
How do I care for my Chatelles?
On each product page on the site, you'll find specific care advice at the bottom depending on the material.
Do you make made-to-measure shoes (weddings or other)?
Yes! For any special requests, write to bespoke@mychatelles.com
SHIPPING
Chatelles deliveries
Chatelles ships worldwide (no delivery on weekends or public holidays), Monday to Friday from 8am to 6pm.
Once the carrier takes charge of your parcel, you'll have a tracking link for your order. In the event of a dispute with the carrier, we can assist you; however, we do not control the carriers.
To France
Shipping €19 (free for any order over €310) in mainland France, Corsica and Monaco included, with DHL.
To the rest of Europe
Shipping €22 (free for any order over €310) within the EU (except the United Kingdom and Switzerland), with DHL.
To the rest of the world
Shipping from €29.90. Maximum lead time of 7 to 10 days (a few extra days during sale periods). Pairs embroidered with initials are delivered within 6 to 8 weeks.
RETURNS, EXCHANGES, REFUNDS
Under what conditions can I make an exchange?
Shoes are exchangeable within 100 days if they are new and never worn. Shoes embroidered with initials are never exchangeable. Return costs remain at your expense, but the second shipment is covered by Chatelles (limit of two pairs).
Under what conditions can I get a refund?
Shoes are refundable within 100 days if they are new and never worn. During sales or private sales, items can only be exchanged or credited (credit note valid for one year). Return costs remain at your expense. Shoes embroidered with initials are never refundable.
How do I make a return from France?
Return the shoes by La Poste (at your expense) to:Chatelles – 94 Rue du Bac, 75007 Paris – +33 1 42 22 20 46. Enclose the completed return form, specifying exchange or refund.
How do I make a return from Europe or the rest of the world?
Return via the national postal service with a tracking number, at your expense, to:Chatelles – 94 Rue du Bac, 75007 Paris, France. Avoid DHL, FedEx or UPS (very high fees). Do not declare a commercial value (or €15). Enclose the completed return form.
Can I exchange a pair bought online in store?
Yes, at 94 Rue du Bac, 75007 Paris (Monday–Saturday 11am–7pm), on presentation of the pair and proof of purchase.
Where can I find my return form?
It is included in your Chatelles shoebox. If you don't have it, contact contact@mychatelles.com
PAYMENTS
How do I pay for my order?
By credit card, Visa, Maestro, MasterCard, American Express and PayPal. Orders can also be placed by phone on +33 1 42 22 20 46 (Monday–Friday 10am–6pm), a 100% secure process.
MISCELLANEOUS
How do I change the tassels (pampilles)?
Contact contact@mychatelles.com to receive a payment link (€18 per pair). In Paris, drop by the store to buy a new pair (€18) — the change is free on site.
I have a shop and would like to stock your products
Write to contact@mychatelles.com to make an appointment.
Join Chatelles
Send your CV and cover letter to joinus@mychatelles.com
Press & partnerships
You can contact us by email at contact@mychatelles.com; we'll reply as soon as possible.
Chatelles customer service
You can contact us at contact@mychatelles.com. We'll reply as soon as possible. All your comments, criticisms and suggestions are welcome!
We take them very seriously.
Is the love story of François, the creator of Chatelles, true?
Yes! the story is true! You can (re)read it here.