Customer care

Shipping

Can I be delivered the same day?

Yes if you are located in Paris & 92/93/94. When ordering, you can select the option “Premium Service – Same day delivery before 10 p.m.”. This delivery is free for all orders over €255. It will be charged 15€ for orders below 255€.

Can I be delivered the next day?

Yes in France. When ordering, you can select the option “Premium Service 24h – Next day delivery before 1pm”.

What are the prices and delivery times?

Shipping time may vary depending on the country of destination. Here is a summary table of delivery times and options:

FRANCE

Shipping method Cost Delay 
 

 

PARIS + 92/93/94 Premium service (Purchase < €255)

PARIS + 92/93/94 Premium service (Purchase > 255€)

FRANCE 24h Service (Purchase < 255€)

FRANCE 24h Service (Purchase > 255€)

FRANCE Colissimo against signature (Purchase < 120€)

FRANCE Colissimo against signature (Purchase > 120€)

15€

0€

15€

0€

10€

0€

 

before 10 p.m.

before 10 p.m.

24h

24h

2-3 days

2-3 days

* excluding promotional items

EUROPE (UE + UK compris)

Shipping method Cost Delay 
CHRONOPOST (Purchase < 120€)

CHRONOPOST (Purchase > 120€)

10€

0 €

2-3 Days

2-3 Days

MONDE

Shipping method Cost Delay 
DHL Express (Purchase < 120€)

DHL Express (Purchase > 120€)

DHL Express (big parcels)

18€

35€

50€ 

2-6 Days

2-6 Days

2-6 Days

 

How do I pick up my order in store?

Since April 1, 2022, it is no longer possible to collect the order in store. If you have an old order pending with us please contact us at customercare@ameliepichard.com

Do you deliver all over the world?

Amélie Pichard delivers to all countries from the Paris region (77). Most of our packages are distributed within 24/48 hours after verification of the transaction and the availability of the product. We do not process orders on Sundays and we do not deliver to PO Boxes.

I live outside of Europe. Are there any additional fees and taxes to pay upon receipt of my order?

All orders placed within the European Union are sent DDP (delivery charges are pre-paid), which means charges and taxes (VAT) are included in the final price.

International orders, outside the European Union, are sent without VAT. Maison Amélie Pichard will not be responsible for import duties, customs and local sales taxes levied by the country of destination. Import duties or tax fees will be charged directly to you by the delivery service.

How do I track the delivery of my order?

Once you have received the shipping confirmation email, you will be provided with a tracking link. Just click on it and view the delivery status. A delay of 24 hours is sometimes required to update the information.

What if my order is damaged?

Contact our Customer Service with supporting photos. You have 7 days to report a damaged package to us.

What if my order has not arrived?

First check that your shipping address is correct. Orders with invalid addresses are likely to be returned to us and cause a delay in re-delivery.

If the package was lost during delivery, please contact our Customer Service as soon as possible. However, if the package was delivered to the correct address, we cannot be held responsible for the loss or theft of the package.

 

Pre-order

How to pre-order a product ?

We produce small series for each product. Items pre-ordered will be placed on a priority list and you will received item at the mentioned delivery date in priority.

Privacy

All personal information saved on the website will be handled with the most utmost care. The information that we store will not be sold or used for any purpose other than ensuring the best service possible. It will solely be used for informing you about special offers and other marketing opportunities related to the different divisions of Maison Amélie Pichard.

In regard to the processing of personal data related to data, files and freedom, the website has been declared to the National Commission on Informatics and Liberties (CNIL) under the number 2106356.

Your personal data may be disclosed to third parties only when it is necessary to fulfill the purposes described above. When registering on the site, you have the option not to receive any information from  Amélie Pichard. If you wish to end your Amélie Pichard account, you may make the changes in your account settings or send an email to Customer Service. If the data is incomplete or incorrect, you have the right to have the information corrected. All customers paying by card or Paypal are subject to validation checks. Maison Amélie Pichard reserves the right to delay any order if a fraud is suspected. For security reasons, we do not store any payment information in our server but we transfer the data to our payment gateway Braintree (Powered by Paypal).

 

Cookies are used on the site to improve your browsing experience. In addition to use for statistical purposes, cookies identifies your computer and allows the website to recall your personal settings. Your browser can be set to send a notification when a cookie is activated. This allows you to deny use of this cookie or to delete the cookie at the end of your visit. The web shop cannot be accessed if cookies are disabled.

Products & Stock

Are colours on photos true ?

We cannot guarantee that the colours you see on the website will be true to life. This depends partly of the colour settings of your computer and monitor.

 

What if a product is faulty ?

We carefully check our products, but if any of them are faulty please contact our Customer Service right away. Do not forget to indicate the reference of the purchase.


I would like to repair my Amélie Pichard bag or shoes. Do you offer a service?

We’ve partnered with a cobbler to ensure Amélie Pichard products maintenance or repair. This is a paid service only available in Paris. Send us an email to our Customer Service to know more.

Returns & Exchange

What is your return policy ?

 

Maison Amélie Pichard ensures a return policy within 14 calendar days* for an exchange or refund. The fourteen calendar days start from the delivery date.

Maison Amélie Pichard checks if returned item conforms to our return policies, ie :

 

  • Items must be unused, unaltered and unwashed
  • Items must be in this original state, with  all original packaging and labelling in good condition
  • Shoes must be tried on a carpeted surface until you decided to keep them, the sole should have no trace on them. 
  • Original shoes box need to be protected during the return. It is part of the product.

What is the return adress ?

CROSSLOG – Service retour Amélie Pichard
N° de commande : _________
104 Rue Denis Papin
Parc d’activité d’Arvigny
77 550 Moissy-Cramayel
France

How to make an exchange ?

Item(s) bought can be exchanged for a different size or colour. Exchanges will be shipped once we receive your return depending on the stock availability of your new item(s).

In order to get a refund, you will need to follow the instructions included in your parcel. 

Returns are free of charge from France. Return from outside France are at your charge. In this case, you are responsible for the package until it arrives at our warehouse, don’t forget to keep a proof of delivery, in case there is any issue. 

If you would like to exchange something for a different model, please return the original item(s) for a full refund and place a new order.

 

How to get a refund ?

In order to get a refund, you need to follow the instructions included in your package. Your refund will be credited to the account used to make the initial purchase.

If your order is returned from France, your order will be fully refunded. If your order is returned from outside France, shipping costs won’t be refunded.

Please allow 5 business days for your return and refund to be processed at Amélie Pichard. Please note that your banking institution may require additional days to credit this transaction to your account.

Fitting and Sizing

All of our shoes are true to European size. Use this guide to convert between size.

Each product page contains advice on product fitting and use. If you need help, contact our stylist.

Order

What are the payment methods ?

The following payments are accepted : Visa, Mastercard, American Express, Maestro, Discover, JCB, Diners Club and Paypal account. Secured payment by Braintree (Paypal).


What if I need to change or cancel my order?

Once an order is placed, we’re unable to make any changes. You can request to cancel your order to Customer Service so you can place a new order with the changes you need. Please be sure to include your order number in your request.

 

How to change the delivery address ?

You can change your delivery address by contacting our Customer Service within few hours after your order. Orders with invalid addresses may be returned to us and may delay delivery. If you entered the incorrect delivery address, please contact the Customer Service right away.

What’s the status of my order?

Once you’ve received your shipping confirmation email, a tracking link is available. You can click on it and see the status of your delivery. It may take 24 hours for the first tracking informations to appear.

 

When will I be charged ?

As soon as your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

 

How to use my credit ?

To use your Credit  on our e-shop simply put your personal credit code into the coupon field on the cart page.

 

How to use my gift card ?

To use your gift card into our e-shop, simply put your personal gift card code into the coupon field on the cart page.

 

Another question ? write us to : customercare@ameliepichard.com