MY ACCOUNT

HOW CAN I CONTACT CUSTOMER SERVICE?

You can contact our Customer Service by email in the «Contact» section or by phone at +33(0)1.40.28.18.19 (from Tuesday to Friday, from 10 am to 12 pm and 2 pm to 5 pm)





HOW TO CREATE AN e-shop ACCOUNT?

Click on the “My Account” tab at the top right of the home page.
Enter your email and click on the “Create Your Account” tab.





HOW TO LOG IN TO MY ACCOUNT?

Click on the “My Account” tab at the top right of the home page.

Enter your e-mail and your password when you validate your first order and click on «Login».





I FORGOT MY PASSWORD, HOW DO I LOG IN TO MY ACCOUNT?

Click on the “My Account” tab at the top right of the home page.
Click on "Forgot your password?" in the "Already registered? " section.
Fill in your e-mail and click on the "Recover" tab.
The password will be sent to you by e-mail.
Still unable to log in? Contact our customer service by email in the «Contact» section.





HOW CAN I CHANGE MY PERSONAL INFORMATION?

Log in to your account, click on my personal information. Change the desired information and click on the “Save” tab.





HOW TO SUBSCRIBE TO THE NEWSLETTER?

Log in to your account, from the "my personal information" section, check the "subscribe to the newsletter" box.





HOW DO I UNSUBSCRIBE FROM THE NEWSLETTER?

Log in to your account, from the "my personal information" section, uncheck the "subscribe to the newsletter" box.


HOW TO CREATE MY WISHLIST?

Select one or more items that you want to purchase later.
Click on the small star or on the “add to my wish list” tab after selecting the color and size from the product sheet.
You will find your selection by clicking on "my account" under "The lists".
NB: The wish list is not a reservation of items but a pre-selection. 

MY ORDER

 

 

HOW CAN I CONTACT MY ONLINE SHOP CUSTOMER SERVICE?

You can contact our service by email in the «Contact» section by phone at +33(0)1.40.28.18.19 (from Tuesday to Friday from 10am to noon and 2pm to 5pm)



HOW TO PLACE AN ORDER?

To place an order on our e-shop, you need:

Create your account or log in to the top right of the home page.
Select your items as you browse the site and add them to your cart
Validate your shopping cart
Enter your delivery address
Confirm and pay your order


Once your order has been validated, you will receive an order confirmation email

To follow the progress of your order at any time, direct yourself within your account in the section under «My Account» then «History of my Orders». Within this section, you will find the details of your orders and you will be able to print your invoices.

Problem and cancellation of order:

In case of problems during your order or cancellation, please contact our customer service by email by filling the form in the «Contact» section by phone +33(0)1.40.28.18.19 (from Tuesday to Friday from 10am to 12am and 14h to 17h)

Once the order is paid, no modification or cancellation of the order is possible.



MY CART

Add an article to my cart
To add an item to your shopping cart, you must go to the product sheet of the product you want, select the chosen color and your size and then click "Add to cart".

Validate my shopping cart
To view and order products from your cart, head to the «My Cart» icon located at the top right of the home page.

Remove items from my cart
To remove items from your shopping cart, click on the “delete” box represented by a small trash can to the right of each product line.

Period of validity of the basket
The period of validity of the basket is 30 days.This period is renewable at each addition of product and at each stage of the order process.After this time, the selected products will no longer be visible in your cart 

HOW DO I PLACE MY ORDER IN THE ONLINE SHOP ABOUT YOU?

Your order takes place in several stages:


Step 1: add articles in «My Cart»
Each article is presented in a product sheet that details its characteristics (photos, zoom, composition, etc.). This sheet is accessible by browsing the various sections of the online catalogue.

To add an item to your cart, go to its card. Then select the size and/or color you want. Click “add to my cart”. The basket at the top right of your screen informs you that it has taken your addition into account by indicating the number of items it contains.

You can then decide to finalize your order, or continue your online purchases.

Step 2: Validate your shopping cart
To finalize your order, you must first validate your cart.

Click on «My Cart» to access the summary of your order. To finalize it simply click on "order".You can then change the size and quantity of the items you have selected.

The total amount of VAT on the products and the contribution to the delivery costs are also specified. Click the "Order" button to save your cart and continue your order.

Step 3: Entering your delivery and billing details

You now have access to a form to enter your delivery and billing information.

If you have already placed an order on www.onparledevous.fr, you have a «My Account» space. Log in using your email address and password. This way you will not have to fill in your delivery and billing details again.However, you will be able to provide new contact information if necessary (Update).

Fields marked with an asterisk (*) are mandatory fields.

This first form is reserved for your delivery details. Fill these fields with the utmost precision as they will be used by the shipping companies to ship your order. If you wish to be delivered to a company, do not forget to enter the company name in the "Company" field.

By default, your billing information will be the same as the delivery information, but you can choose a different billing address. Check the option. A new form is running and you must complete it.

We then ask you to enter your email address and password. This information will be useful for you to receive your order confirmation email and access your order tracking from your My Account space.

Your participation in the delivery costs is calculated according to the country you indicated in your delivery details. Check your information and click the "validate" button to continue your order.

Step 4: choice of options and method of payment, order summary
You now have access to a screen allowing you to choose your delivery options. You can also attach more information by leaving a message about the order.

Then select the payment method by which you will pay your order.

More information on accepted payment methods.

Check the entire information of your order with the order summary at the top of your screen.You can change the contents of your shopping cart and your delivery and billing details at any time.

After validating your information, you will be redirected to the secure payment screen of our 3D Secure Payment Partner.

Step 5: Secure payment

You then access our partner’s secure payment screen


Fields are at your disposal to enter your credit card number as well as the validity date and the 3 numbers of the visual cryptogram present on the back of your card. If your payment is accepted, you will be redirected to an order confirmation screen on our site.

If your payment is not accepted, you have up to 3 attempts to re-enter your bank details. At the end of the 3rd refusal, you will be redirected on our site to a screen telling you that your payment has been refused. Contact our customer service to find out the reasons and find a solution to finalize your order.

Step 6: shipping your order

Upon acceptance of your payment, you will receive within a few minutes a confirmation email of your order.
 Please keep this email. It contains the details of your order, your delivery and billing information, the estimated date of delivery and the amount you paid online.

Your invoice will only be issued once your order has been prepared by our logistics centre. At the end of this preparation, you will receive a new email informing you of the departure for delivery of your order. You can then download your invoice in pdf format by clicking on the link presented in the email that will redirect you to your VIP area.


HOW DO I KNOW IF MY ORDER HAS BEEN TAKEN INTO ACCOUNT?


After you have validated your order, a confirmation email will be sent to the address you indicated in your customer account. This is the summary of the order containing: the nature, quantity and price of the selected products, the chosen method of payment and the delivery address.



HOW TO FOLLOW MY ORDER?

1. You will receive a confirmation email shortly after the validation of your payment

2. As soon as your package is taken over by our logistics provider, you are notified by email and in your customer account.

3. An email entitled “Shipping Your Order” is sent to you as soon as your package has left our warehouse. This includes a package tracking number specific to the carrier you selected.

4. You can follow the different steps of your delivery on your carrier’s website (with your personal tracking number).



WHAT DOES THE STATUS OF MY ORDER MEAN?


You can follow the evolution of your order in real time in the «History of my Orders» section of onparledevous.fr.

Here are the different order statuses:

"On hold"
Your order is waiting for preparation. In case of problems, do not hesitate to contact our customer service by email in the «Contact» section by phone at +33(0)1.40.28.18.19 (from Tuesday to Friday from 10am to 12am and 14h to 17h).
"In the process of preparation"
Your order is being prepared in the warehouses of our service provider.
Caution: when this status is displayed, we can no longer cancel or modify your order.
"Shipped"
Your parcel has left the warehouses of our service provider and is in the process of delivery.

You can track your package according to the carrier chosen on their respective site:

o Colissimo: www.coliposte.net
o Mondial relay: www.mondialrelay.fr

NB: a delay of 24h to 48h may be necessary on the carrier sites before the status of the package appears. 

PAYMENT

WHICH MEANS OF PAYMENT ARE ACCEPTED?


We only accept CB, VISA or Mastercard credit cards. We are sorry that we cannot accept payments by cheque. Payments are fully secured by our partner Sogenactif.



IS PAYMENT REALLY SAFE?

ON PARLE DE VOUS has chosen as its partner Banque Société Générale, which is one of the leading French banking groups and its 100% reliable and secure Sogenactif payment interface.
During payment you will be automatically secured on the 3D Secure device which allows to authenticate the cardholder before he can finalize the transaction, and to fight against fraud on the internet.
You will then be able to securely transmit your bank details since the data is encrypted by the Secure Socket Layer security system. ON PARLE DE VOUS do not have your bank details at any time.




ARE PRICES INCLUSIVE OF TAX?

All our prices are displayed All Taxes Included.




HOW CAN I CONTACT MY ONLINE SHOP CUSTOMER SERVICE?

You can contact our Customer Service by email in the «Contact» section by phone at +33(0)1.40.28.18.19 (from Tuesday to Friday from 10am to 12pm and 2pm to 5pm)

   

DELIVERY

WHAT ARE POSSIBLE DELIVERY OPTIONS?

ON PARLE DE VOUS offers you different delivery modes in metropolitan France:

So Colissimo (delivery to a postal address, to a merchant, to a post office)
Mondial Relay
For the other countries of Europe, we choose the carrier we deem best able to deliver your order at the best rates and in the shortest time. Regardless of your carrier, you will be able to follow the different delivery steps of your package.



WHAT ARE THE RATES AND DELIVERY TIMES?

ON PARLE DE offers standard delivery in France and Europe as well as returns to France.

Your order is prepared in our warehouses, it is then delivered to the carrier


HOW DO I TRACK MY DELIVERY?


Via the onparledevous.fr website by clicking in the «My Account» section.

Via the carrier interface:

Le Colissimo Suivi de La Poste (standard), visit http://www.colissimo.fr. If your package is “pending at the Post Office”, please bring your colissimo number and ID card to pick up the package at the location indicated on the letter carrier’s transit notice.

If your parcel is announced "returned to sender", please contact our Customer Service by email in the "Contact" section by phone at +33(0)1.40.28.18.19 (Tuesday to Friday from 10am to noon and 2pm to 5pm) in order to return it in the best possible conditions.

Mondial Relay: go to http://www.mondialrelay.fr/. You will need your parcel number indicated in the email "EXPEDITION DE VOTRE COMMANDE"



WHAT HAPPENS IF I AM NOT AT MY HOME WHEN MY PACKAGE IS DELIVERED?

In your absence, the carrier will post a transit notice in your mailbox telling you how to retrieve your package.



HOW DO I DO THIS IF I DO NOT RECEIVE MY PACKAGE?

If you still have not received your parcel after 6 days and you have not received a transit notice, please check the status of your parcel on the So Colissimo site, or Mondial Relay depending on the chosen delivery method. Our customer service is at your disposal by email in the «Contact» section by phone at +33(0)1.40.28.18.19 (from Tuesday to Friday from 10am to 12pm and 2pm to 5pm) for any question.



WHAT TO DO IF MY PRODUCT IS DAMAGED OR I HAVE NOT RECEIVED THE ORDERED PRODUCT?

In these cases, please contact the ON PARLE DE VOUS customer service department as soon as possible (no later than 3 days after receipt) before returning the item so that it gives you instructions on the procedure to follow. For this it is very simple, you just need to contact our service by email in the «Contact» section by phone at +33(0)1.40.28.18.19 (from Tuesday to Friday from 10am to 12h and 14h to 17h) to help us better process your return, Please briefly describe the anomaly observed with a photo of the problem encountered.

 

 

QUE FAIRE SI MON PRODUIT EST ABIME OU SI JE N'AI PAS RECU LE PRODUIT COMMANDE ?  

Dans ces cas merci de contacter au plus tôt (au plus tard 3jours suivant la réception) le service client ON PARLE DE VOUS avant de retourner l’article afin que celui- ci vous donne des indications quant à la procédure à suivre. Pour cela c’est très simple, il vous suffit de contacter notre service par email dans la rubrique «Contact» par téléphone au +33(0)1.40.28.18.19 (du mardi au vendredi de 10h à 12h et 14h à 17h) afin de nous aider à mieux traiter votre retour, merci de décrire succinctement l´anomalie constatée avec photo du problème rencontré.

 

 

 

RETURNS




In order to ensure an efficient and fast handling of your returns, we ask you to respect the return procedure. Caution: in order to make your return, you must carry the return label.Without this document, merchants will not be able to accept your return.




WHAT DO YOU MEAN A “14 DAY SATISFACTION OR REFUND” GUARANTEE?


To allow you to make your choice serenely, you have a right of withdrawal of 14 days.
You have 14 days after receipt of your order to make your return request.




HOW DO I RETURN A PRODUCT?

To return the product you do not want to keep, simply follow the following 3 steps:

Log in to your customer account and complete the return form accessible from the customer area - Section «History of my Orders».


Once completed and validated, you will receive a validation by email including, a return confirmation with the return voucher, print it to attach it to your parcel. TALK ABOUT GIVES YOU THE OPPORTUNITY TO RETURN YOUR ITEM FREE OF CHARGE BY PRINTING THE PREPAID RETURN LABEL.


Drop the package in the relay point and follow the instructions. Our customer service is at your disposal for any question.

the Products must be returned in their original packaging in perfect condition of resale (shoe box, plastic pouches ...), with their label and any accessories, in an impeccable condition to the following address: E-boutique ON PARLE DE VOUS SARL – 111, boulevard de Sébastopol – 75002 Paris. Returns of clothes washed and/or worn, as well as damaged boxes will be refused.

For all returns, please keep the supporting documents. Make sure your return is properly packaged to avoid damage to products or boxes.




WHY IS FOLLOWING THE RETURN PROCEDURE IMPORTANT?


Our IT system must officially register your return request in order to transmit it to our logistics provider.
As a result, if you have not made a return request, our customer service will proceed with a credit note by default.




BY WHICH METHOD OF PAYMENT AM I REFUNDED?

Your refund will be made on the bank card used for payment by recrediating it under the wording "ON PARLE DE VOUS", via our payment partner Sogenactif, within 30 days from the date of return of the package. 

  

 

TECHNICAL ISSUES




I DO NOT COPY OR BADLY COPY THE NEWSLETTER OR THE EMAILS WE TALK ABOUT YOU. HOW CAN I FIX IT?

These emails can be found in your «undesirable» mail or your «spam» folder of your email software, they are increasingly sensitive to protecting the privacy of their users by identifying emails that are not part of your contacts, for example. We advise you to authorize the domain http://www.onparledevous.fr/ in your anti-spam tool and/or your email.



HOW DO I MANAGE MY PERSONAL INFORMATION?


You are registered at the CNIL.
The information and data about you are necessary for the management of your order and for our commercial relations. In accordance with the Data Protection and Freedom Act of 6 January 1978 as amended by the Law of 6 August 2004, you have a right of access, opposition and rectification of your personal data. Simply send us an email via the Customer Service section.
To change your personal data, go to the «My Account» section, then click on «My Details»
If you have forgotten your password, on the identification page, click on the “forgotten password” link. Enter the email associated with your customer account and click "Validate". An email will be automatically sent to your email account to allow you to set a new password.







I CAN’T MAKE MY PAYMENT WHAT SHOULD I DO?

If your payment does not pass, make sure your card numbers or expiry date are correct. Check with your bank that it does not block settlement.For security reasons, the customer service does not have access to your bank details but remains at your disposal to guide you.







WHICH INTERNET BROWSERS SHOULD I USE TO ACCESS THE SITE CORRECTLY?

The ON PARLE DE VOUS site is available with Microsoft Internet Explorer 8 or higher as well as on all versions of Mozilla Firefox, Google Chrome, Safari and Opera.