Do you have any questions about an order, an item or our shop ?
Our team answer your questions...
Your most frequent questions
I cannot pay my order. What can I do ?
The payment can be refused for several reasons: the 3D secure code sent by your bank has not been entered or is wrong, the bank details you have entered do not correspond to your current credit card, your banking limit may be exceeded ...
However, if the problem persists, do not hesitate to contact us by e-mail on the page "Contact us" or by phone at the opening hours from 9 am to 1 pm - and from 2 pm to 6 pm from Monday to Thursday and until 5 pm on Friday at +33 (0)9 71 00 33 41 and ask for the customer. We will be able to send you a new email link to the online payment page to make your purchase.
Where can I find my invoice?
In an eco-responsible approach, consistent with our manufacturing in Europe and the use of recycled fibers for some of our models, we minimize the use of paper and plastic in our packages. That's why you will not find an invoice in your package or a delivery note.
Your invoice is dematerialized and accessible in your account, on your order history by clicking on the order concerned.
Our packages are also reusable for the return of your item(s). A self-adhesive tape allows you to close the packaging. You can then return your package.
Is it possible to request a tax refund?
The request of tax free is not possible in our e-shop.
For a purchase made in store, you can ask our stores to provide you with the form intended for customs. You must present your passport. The store will give you all the necessary documents.
Is it possible to cancel or modify an order?
To guarantee a fast delivery, your order is sent directly to our warehouse for the preparation of your package. You can not cancel or change your order.
However, if you no longer wish to receive your order, you have the option to refuse your parcel when being delivered bu the deliveryman. The package would then be returned to us.
You can contact the customer service via the form on the page "Contact us". You can also call us at the opening hours from 9 am to 1 pm - and from 2 pm to 6 pm from Monday to Thursday and until 5 pm on Friday at +33 (0)9 71 00 33 41 and ask the e-commerce customer service.
Are the items added to my cart reserved for me?
The stock of our items remains available to all customers while they are in your basket and are not reserved. Finalizing your order with the payment will block the items you want.
An article was a victim of its success, how to know if it will be available again?
On the item page, you can add your email in the field provided for this purpose "notify me of the availability of this article" so that we can inform you when this item would be available again for sale.
I have a voucher/coupon code, how can I use it?
To use your coupon code, simply enter it when confirming your shopping cart, in the box reserved for this purpose "You have a voucher", above the Total Price, then click on "add".You can also copy / paste the coupon code to avoid typing errors.
Once the code has been entered and added, the total amount of your shopping cart is automatically recalculated with your reduction.
The welcome coupon codes for the registration to the newsletter are not cumulable with current discounts such as Sales or Private Sales
When will I receive my order ?
The estimated delivery time starts as soon as your order is shipped and not when it is placed on the site.
Following your order confirmation, your package will be prepared within two working days. Orders are prepared Monday to Friday, excluding public holidays.
This delay may be extended during sales or other exclusive offers. To this can also be added delivery delays from our transport partners.
Chronopost Express home delivery in France
Your package will be delivered to your home within 1 to 2 working days after validation and preparation of your order.
If you placed your order before 11 a.m. from Monday to Friday on our site, your package will be delivered to your home, according to the indicative deadline, the day after it is dispatched before 1 p.m.
For any order placed after 11 a.m., you will receive your package two days later.
On Friday, if the order is placed after 11 a.m., your package will be prepared and shipped the following Monday and you will therefore receive it on Tuesday before 1 p.m. (Chronopost does not pick up packages on weekends).
How much are the shipping costs ?
Here are the different carriers to whom we entrust your packages:
Colissimo - home delivery with signature
Colissimo - delivery to a pick-up point / post office
Chronopost Express - home delivery with signature
Colissimo European partners - home delivery against signature
UPS worldwide saver - home delivery against signature against signature
The shipping costs differ depending on the country of destination and the weight of your package. You can estimate the cost of delivery at the time of validating your basket. You can find more information in the Delivery & Returns page.
How to track my package ?
You can follow the progress of your order at any time, in the history of my orders section of the my account area.
In this section, you will find the details of your orders with their status, parcel tracking number and you will be able to print your invoices.
My order is considered delivered in the delivery tracking but I have not received it. What can I do ?
Before initiating the investigation procedure with our carrier, we advise you to check that no member of your family, neighbor or guard has received the package for you.
In addition, if you were away for more than 10 days, it is also possible that the package was returned to us after the package retention period had passed at your post office or relay point. Your tracking then mentions Parcel returned to sender / Parcel unclaimed.
We therefore thank you for contacting our customer service who will initiate the procedure adapted to your case.
My returns and refunds
How can I ask for a return and get a refund?
The return is possible up to 14 days after receipt of your order. You must submit your return request online. Follow the steps on our Delivery & Return page
Our packaging is reusable thanks to its second self-adhesive strip which allows you to close the box. You can therefore put your items to return there as well as the return slip that you have printed. As specified in our General Terms of Sale, the return costs are your responsibility and we advise you to send your return package with a postal tracking solution such as colissimo for example.
Once your package has been received and validated by our warehouse, we will refund you within 14 working days on the bank card used to pay for your order.
I did not receive my refund, could you let me know?
In the event of a product return or incomplete shipment, a refund will normally be made to the bank account linked to the credit card you used to make your purchase. We ask you to check your credit card statement beforehand. Also consider the deferred repayment period if it was a deferred payment card at the time of payment for the order. This credit should appear on your account within approximately 1 to 15 working days after the return of the product has been received or as soon as the incomplete shipment has been made.
You will soon be able to view the amount of this reimbursement in the "My Refunds" section in your "My account" section on our site. After all these checks, if you still have not received your refund, please contact us so that we can check with our accounting department.
Can I do an exchange in store?
It is possible to make a return in a MAJESTIC FILATURES store* for a standard exchange (same article of a different size or color) or an article of a higher value.
When you request your return online, please specify the store in which you want to go (you can choose your store on the page "Our stores"). Once your return request is accepted by our Customer Service, you can go to the store MAJESTIC FILATURES with your invoice and return slip.
The chosen store will be informed of your arrival and our sales teams will be at your disposal to help you find your item in the right size or color.
*Only in MAJESTIC FILATURES stores in France and Luxembourg.
Can I have a refund in store?
For now, it is not possible to get refund of your e-commerce order back in the shop.
What should I do if I have a problem with my item?
We pay special attention to the quality of our clothes. However, it may happen that a defect escapes our checks. You can then contact our customer service teams by email (form in page"contact us") or by phone at +33 (0)9 71 00 33 41. You can send us a photo of the defect that you note, this will allow us to inform our quality department. We will contact you as soon as possible.
All product photographs are taken by experienced professionals, so that you have the most accurate view of the product as possible. However, if despite our best efforts there were any differences between our product photos and the reality, we would be extremely grateful if you would let us know so that we can further improve their presentation.
If an article were to disappoint you in relation to its photo, know that it is possible for you, for certain products, to send it back to us and thus have it refunded (refer to our return procedure for this).
We thank you for helping us improve the quality of our clothing.
My personal data - My account
How can I update my personal information?
You can always change your password, mail, addresses in your account under the heading "My personal information".
How can I subscribe to the newsletter?
You can leave us your email at the bottom of the home page or if you have an account, go to the page "My personal information" and sign up for the newsletter.
How can I unsubscribe from the newsletter?
Simply click on the "Unsubscribe" link provided for this purpose in our newsletter emails or contact us directly so that we can unsubscribe you on our back office system.
I want to delete my account, how can I do?
Our customer service is at your disposal. You can find our contact information on the "Contact us" page accessible from the homepage.