Terms of sale

Version in force as of 20 October 2026. This English version is a translation; in case of discrepancy, the French version prevails.

1. Seller

The website www.mychatelles.com (the “Site”) is published by POLYVALENCE SAS (the “Company”), a French simplified joint-stock company (société par actions simplifiée) registered with the Paris Trade and Companies Register under number 751 529 009, with its registered office at 92 rue de Varenne, 75007 Paris, France. EU VAT number: FR34751529009.

Chatelles boutique: 94 rue du Bac, 75007 Paris, France. Phone: +33 (0)1 42 22 20 46. Email: contact@mychatelles.com.

2. Scope and acceptance

These general terms of sale (the “Terms”) govern sales of Chatelles products (the “Products”) made on the Site between the Company and any individual acting for non-business purposes (the “Customer”).

Placing an order implies full acceptance of these Terms, which the Customer acknowledges having read before confirming the order. The applicable Terms are those in force on the Site on the date of the order. The Company may amend them at any time; amendments do not apply to orders already placed.

If any clause of these Terms is held invalid, the remaining clauses remain in force. In case of discrepancy between the French version and a translation, the French version prevails.

3. Orders

The Customer must be of legal age and have legal capacity, or have the authorisation of a legal guardian. The Customer guarantees that the information provided is accurate, in particular the delivery address; the Company is not liable for a failed delivery caused by an incorrect or incomplete address.

The Customer can review and correct the order until payment is confirmed. The order is final once payment is confirmed, and a summary email is then sent to the Customer.

The Company may refuse or cancel, with a full refund, any order in the event of a prior dispute with the Customer, suspected fraud or declined payment.

4. Products and availability

The Products offered are those shown on the Site on the day of the order, while stocks last. Photographs are as accurate as possible but are not contractually binding; slight colour variations may occur depending on the screen.

If an ordered Product turns out to be unavailable after the order, the Company informs the Customer by email as soon as possible. The Customer may then choose another Product or obtain a refund of the amounts paid for that Product, within fourteen (14) days of the request at the latest.

5. Prices

Prices are shown in euros or in the currency displayed for the delivery country. They include all taxes for deliveries within the European Union. The applicable price is the one shown on the checkout page when the order is confirmed, plus delivery costs.

For deliveries outside the European Union, customs duties, import taxes and clearance fees may be charged on arrival. They are payable by the Customer, except for deliveries to the United States, where they are included in the delivery cost (see section 7).

Discount codes are entered at checkout and cannot be combined with each other unless stated otherwise. The 10% welcome offer for newsletter subscribers applies to a first order and cannot be combined with sales or other offers.

6. Payment

Payment is due when the order is placed. It is made by card (Visa, Mastercard, American Express) or by the other payment methods offered at checkout, including payment in 3 instalments with Klarna, subject to Klarna’s approval.

Payments are processed by Shopify Payments over an encrypted connection. The Company never has access to the Customer’s full card details and does not store them.

The Customer’s account is charged when the order is confirmed. If payment is declined, the order is cancelled. Any fees charged to the Customer by their own bank (currency conversion, foreign payment) remain payable by the Customer.

The Products remain the property of the Company until the price has been paid in full.

7. Delivery

7.1 Areas, carriers and costs

• Mainland France: free delivery to a Mondial Relay pickup point. Optional DHL express home delivery from €26.
• Belgium, Spain, Italy, Luxembourg, Netherlands, Portugal: free delivery to a Mondial Relay pickup point. Optional DHL express home delivery, €29.
• Germany, Austria: free home delivery by Mondial Relay. Optional DHL express delivery from €29.
• Other European Union countries: DHL express delivery only, €29.
• Europe outside the European Union (including Switzerland and the United Kingdom) and rest of the world: DHL express delivery from €29, depending on the destination country and parcel weight. Import duties and taxes are payable by the Customer (section 5).
• United States: DHL express delivery, duties and taxes included: nothing to pay on delivery. The cost depends on the order value.

Free delivery applies only to Mondial Relay, in the countries listed above. DHL delivery is always charged. The exact delivery cost is shown before the order is confirmed.

7.2 Lead times

Orders are prepared once payment is received, Monday to Friday, excluding public holidays. Indicative lead times after dispatch:

• Mondial Relay: 3 to 7 working days in France, 4 to 10 working days in the other countries served;
• DHL Express: 1 to 3 working days in Europe, 2 to 7 working days in the rest of the world, excluding customs clearance;
• pairs embroidered with initials: 6 to 8 weeks.

In any event, the Company delivers the Products no later than thirty (30) days after the order, unless a different lead time was given to the Customer. A tracking number is sent by email on dispatch.

7.3 Late delivery

If the delivery deadline is exceeded, the Customer may, after requiring the Company to deliver within a reasonable additional period that has not been met, terminate the contract by email to contact@mychatelles.com, in accordance with Articles L.216-6 et seq. of the French Consumer Code. The Company then refunds all amounts paid within fourteen (14) days of termination at the latest.

7.4 Receiving the parcel

The Customer should check the parcel on receipt. If it is damaged or opened, the Customer must record precise reservations with the carrier or at the pickup point, and inform the Company within three (3) days, with photos. Risk of loss or damage passes to the Customer when they take physical possession of the Products.

A parcel not collected from the pickup point within the allotted time, or refused, is returned to the Company. Re-shipping costs are then payable by the Customer.

8. Right of withdrawal (14 days)

In accordance with Articles L.221-18 et seq. of the French Consumer Code, the Customer has fourteen (14) days from receipt of the Products to withdraw from the contract, without giving any reason.

To do so, the Customer sends, before this period expires, an unequivocal statement by email to contact@mychatelles.com or by post to POLYVALENCE SAS, Chatelles, 94 rue du Bac, 75007 Paris, France. The Customer may use the form below, but is not required to.

The Customer returns the Products no later than fourteen (14) days after communicating their decision, to: Chatelles, 94 rue du Bac, 75007 Paris, France. Return shipping costs are payable by the Customer.

The Company refunds the price of the Products and the initial delivery costs, up to the cost of the least expensive standard delivery offered (the additional cost of DHL express delivery is not refunded), no later than fourteen (14) days after being informed of the Customer’s decision. The Company may withhold the refund until it has received the Products or proof that they have been sent. The refund is made using the same payment method as the order.

The Customer may be liable for any loss in value of the Products resulting from handling other than what is necessary to establish their nature, characteristics and proper functioning (for example, shoes worn outdoors).

Exceptions: under Article L.221-28 of the French Consumer Code, the right of withdrawal does not apply to Products made to the Customer’s specifications or clearly personalised, including pairs embroidered with initials and Bespoke orders.

Withdrawal form
(complete and return this form only if you wish to withdraw from the contract)

To POLYVALENCE SAS, Chatelles, 94 rue du Bac, 75007 Paris, France, contact@mychatelles.com:
I hereby give notice that I withdraw from my contract for the sale of the following goods:
Product reference and order number:
Ordered on / received on:
Name of consumer:
Address of consumer:
Signature (only if this form is sent on paper):
Date:

9. Chatelles 30-day return guarantee

In addition to the right of withdrawal, the Company offers a commercial return guarantee of thirty (30) days from receipt, for both shoes and accessories.

• Products must be returned new, unworn, clean, complete and in their original packaging (box, dust bag, accessories), together with the exchange or return form.
• Return shipping costs are always payable by the Customer, whatever the country.
• For a return made between the 15th and the 30th day, only the price of the Products is refunded. Initial delivery costs and any import duties and taxes are not refunded.
• The Customer may choose an exchange, a store credit or a refund to the original payment method. An exchange or store credit can also be obtained at the Chatelles boutique, 94 rue du Bac, on presentation of the order confirmation.
• For returns from outside the European Union, the parcel must be declared as “returned goods”. Otherwise, any duties and taxes charged to the Company on arrival are deducted from the refund.
• Products returned worn, damaged, incomplete or soiled are neither refunded nor exchanged and are sent back to the Customer at their expense.

Exceptions: pairs from the Archives section are covered only by the 14-day statutory period (section 8). Pairs embroidered with initials and Bespoke orders can be neither returned nor exchanged.

Refunds are made within fourteen (14) days of receipt and inspection of the returned Products.

10. Statutory warranties

Independently of the commercial guarantee, all Products are covered by the statutory warranty of conformity (Articles L.217-3 et seq. of the French Consumer Code) and the warranty against hidden defects (Articles 1641 et seq. of the French Civil Code).

The Customer has two (2) years from delivery of the Product to invoke the statutory warranty of conformity if a lack of conformity appears. During this period, the Customer only needs to establish the existence of the defect, not when it appeared. The Customer may obtain repair or replacement of the Product or, failing that, a price reduction or termination of the sale. The warranty against hidden defects may be invoked within two (2) years of discovering the defect.

For any claim: contact@mychatelles.com.

11. Liability and force majeure

The Company is fully liable for the proper performance of the contract, including by carriers, in accordance with Article L.221-15 of the French Consumer Code. It may be released from all or part of its liability by proving that the failure is attributable to the Customer, to the unforeseeable and insurmountable act of a third party, or to force majeure within the meaning of Article 1218 of the French Civil Code.

12. Intellectual property

The Chatelles trademark, logos, photographs, texts and all elements of the Site are the exclusive property of the Company. Any reproduction or use, even partial, without prior written authorisation is prohibited and constitutes infringement.

13. Personal data

Data collected when an order is placed is necessary to process it and to manage the customer relationship. It is processed in accordance with the General Data Protection Regulation (GDPR) and the amended French Data Protection Act. The Customer has, in particular, rights of access, rectification, erasure, objection and portability, which can be exercised at contact@mychatelles.com. The Customer may lodge a complaint with the CNIL (French data protection authority). For more information, see the privacy policy.

Customers with a French phone number may register free of charge on the Bloctel telemarketing opt-out list (www.bloctel.gouv.fr).

14. Mediation

In the event of a dispute, the Customer first sends a written complaint to contact@mychatelles.com. If no amicable solution is found, the Customer may refer the matter free of charge to the consumer mediator, within one year of the written complaint, in accordance with Articles L.612-1 et seq. of the French Consumer Code:

SAS Médiation Solution (membership no. 51876/VM/2311)
222 chemin de la Bergerie, 01800 Saint-Jean-de-Niost, France
Email: contact@sasmediationsolution-conso.fr
Online form: www.sasmediationsolution-conso.fr

The request must include the Customer’s contact details, the Company’s name and membership number, a brief statement of the facts, a copy of the prior complaint and any useful supporting documents (order confirmation, invoice, proof of payment).

15. Governing law and jurisdiction

These Terms are governed by French law, without prejudice to any more protective mandatory provisions of the law of the Customer’s country of habitual residence. If no amicable solution is found, any dispute falls under the jurisdiction of the competent courts as provided by law; in particular, a consumer Customer may bring proceedings before the courts of their place of residence.