Question 1

I want to modify or cancel my order.

Accepted Answer

If you wish to modify or cancel your order, please contact the Customer Service immediately. Please note that these steps are only possible if your order has not yet been prepared or shipped. Otherwise, you will have to return it to us.

Question 2

I haven't received an order confirmation e-mail.

Accepted Answer

If you haven't received a confirmation e-mail, please check your spam folder. Alternatively, you can contact the Customer Service so that we can check the status of your order with you.

Question 3

Is it possible to track my order?

Accepted Answer

When your order is shipped, you will receive an e-mail with your tracking number. You can find your tracking number in your Elèsig account under "My orders".

Question 4

I don't know what size to choose.

Accepted Answer

Take a look at our size guide :) You can also find it on all our product pages, along with our advice to help you make the right choice. We try on every piece to give you the best advice.

Question 5

I have a problem with my order. What should I do?

Accepted Answer

If you haven’t received your order, we will open an inquiry with the delivery service to find your parcel and offer you the best solution. It takes about 15 days to process an inquiry. If your parcel has been returned to us, as soon as we receive it, we will contact you to confirm a new shipment. If you have received a faulty item, Elèsig pays the greatest attention to the quality of its products. However, if a defect is found, we invite you to report the problem immediately upon receipt of the product by sending a photo to our Customer Service . If the product is validated as defective by our team, we will then send you a free return slip, covering the return costs. We will send you a replacement for the ordered item as soon as we receive your defective one. If the defective item is no longer in stock, we will proceed with an immediate refund. For any other problems relating to your order, please contact our Customer Service .

Question 6

I haven’t received my order.

Accepted Answer

We will open an inquiry with the delivery service in order to find your parcel and offer you the best solution. It takes about 15 days to process an inquiry.

Question 7

My parcel has been returned to you

Accepted Answer

As soon as we receive your parcel, we will contact you to confirm a new shipment.

Question 8

I have received a faulty item

Accepted Answer

Elèsig pays the greatest attention to the quality of its products. If, however, a defect is found, we invite you to report the problem immediately upon receipt of the product by sending a photo to our Customer Service . If the product is validated as defective by our team, we will then send you a free return slip. Elèsig will cover the cost of the return. As soon as we receive your defective item, we will send you a replacement. If the defective item is no longer in stock, we will proceed with an immediate refund.

Question 9

What is the delivery time?

Accepted Answer

All orders are prepared and dispatched within 24 to 48 hours. The delivery time is indicated when you confirm your order. It varies according to the delivery method chosen. These are indicative times, expressed in working days, and correspond to average delivery times. For pre-ordered models, we cannot permanently define in advance the exact number of days it will take to receive your parcel. This will depend on the production time required for the products, and also on the number of pieces pre-ordered. Don't worry, an estimated delivery time will appear on each product page, so that you have all the information you need before making your purchase. We do our utmost to ensure that you receive your pieces as quickly as possible. Elèsig cannot be held responsible for the consequences of a delay in delivery that is not of its making or that is due to force majeure.

Question 10

What are the delivery costs?

Accepted Answer

Depending on the country you are in, delivery costs may vary. You can check them here: FOR METROPOLITAN FRANCE We offer delivery to a relay point, with a minimum purchase of 200€, in mainland France. Several options are available: Relay point (Mondial Relay - 3 to 4 days): €4.50 Home delivery (Colissimo - 48h with or without signature): €9.50 or €8.50 Express home delivery (Chronopost - 24h): €18. FOR EUROPE Free delivery to Luxembourg, Belgium, the Netherlands and Spain for orders over €300. To Belgium and Luxembourg, you can choose the relay point option (Mondial Relay - 3 to 4 days) at €6; home delivery (Colissimo - 48h) at €14.90. To the Netherlands and Spain, you can choose the relay point option (Mondial Relay - 3 to 4 days) at €6; home delivery (Colissimo - 48h) at €14.90. To the Germany, you can choose home delivery with signature (Mondial Relay Home International – 3 to 4 days) at €6.50; home delivery (Colissimo – 48h) at €14.90. To the rest of Europe, Switzerland and the UK, home delivery (Colissimo - 48 to 72h) costs €14.90. ELSEWHERE IN THE WORLD - To the rest of the world, home delivery (Colissimo) costs €25.00.

Question 11

What should I do if my parcel arrives damaged?

Accepted Answer

When you receive your parcel, if you feel that the packaging shows signs of damage, please contact our Customer Service department, who will open an inquiry with the delivery service.

Question 12

Do I have to pay customs and import duties?

Accepted Answer

Any order placed on the site and delivered outside France may be subject to taxes and customs duties that are imposed when the package reaches its destination. These customs duties and taxes are the responsibility of the customer.

Question 13

My parcel is indicated as delivered but I haven't received anything

Accepted Answer

Customers are sometimes notified a day in advance of the arrival of their parcel, even though it doesn't arrive until the following day. You can contact Customer Service if you have not received your parcel the next day. We will open an inquiry with our delivery service to trace your parcel within 15 days. Please note that delivery is made to the address indicated by the customer. When keying in personal details, the customer must ensure the accuracy and completeness of the mandatory data she/he provides. In the event of an error in the recipient's details, Elèsig cannot be held responsible for the impossibility of delivering the product(s).

Question 14

How do I make a return?

Accepted Answer

To request a return, please contact Customer Service , specifying the reason for which you wish to return the item received. Please note that returns are at the customer's expense. Exchanges are free of charge (unless you purchased the item(s) at a reduced price during a promotional offer). Please note that there are no refunds for products that have been exchanged before.

Question 15

How do I exchange an item?

Accepted Answer

To request an exchange, please contact Customer Service . Please note that exchanges are free of charge, unless you have purchased the item(s) at a reduced price during a promotional offer, in which case the customer is responsible for return shipping costs.

Question 16

How long does it take to get my money back?

Accepted Answer

We will reimburse you within 3 to 5 working days of receipt of your return package. You will receive an email to let you know when the refund has been processed. Please allow 24 to 48 hours after receipt of the email for the refund to appear in your bank or Paypal account.

Question 17

What are the conditions for returning an item?

Accepted Answer

Garments must be unworn, unwashed and with their original tags, to be returned within 14 days of receipt of order.

Question 18

How do I pay for my order?

Accepted Answer

We accept payment by credit card, Visa, Mastercard, and American Express.

Question 19

Once I have confirmed my order, when will I be debited?

Accepted Answer

Once your order has been validated and your bank has given its authorization, your account will be debited.

Question 20

Is payment secure?

Accepted Answer

Payment is 100% secure. Transactions carried out on www.elesig.fr are secured by the Paypal payment system.

Question 21

I paid by credit card, and I haven't received a confirmation email?

Accepted Answer

If your credit card payment worked and you haven't received an order confirmation email within 5 minutes of placing your order, please check that the email isn't in your spam folder. The bank verification process sometimes takes a little longer (security procedures), which means that the order is not immediately authorized and must be validated manually.

Question 22

Protection of my personal data

Accepted Answer

For information about your personal data, please click here .

Orders

Deliveries and returns

EXCHANGES AND REFUNDS

PAYMENT

MY ACCOUNT

Orders

Deliveries and returns

EXCHANGES AND REFUNDS

PAYMENT

MY ACCOUNT

Frequently asked questions — orders, delivery, returns and payment

Orders

Deliveries and returns

EXCHANGES AND REFUNDS

PAYMENT

MY ACCOUNT

Frequently asked questions — orders, delivery, returns and payment

Orders

Deliveries and returns

EXCHANGES AND REFUNDS

PAYMENT

MY ACCOUNT