Time for questions

INFOS AND DELIVERY

Delivery areas and costs

Delivery is available worldwide, the cost of delivery is the responsibility of the customer and varies according to the country of destination.

6€ in metropolitan France
From 12€ to 30€ in Europe
From 25 to 40€ for the rest of the world

Free delivery for orders over €150 in France and €250 for certain European countries, the USA & Canada.

We reserve the right not to deliver to certain locations. The products ordered will be delivered to the address indicated by the customer.

Delivery costs are calculated directly in the basket and may vary during sales periods. Customers are advised to check shipping costs before placing their order.

Customs fees

For deliveries outside the European Union including the United Kingdom, additional customs duties and taxes may be applied and are the responsibility of the customer.
Please inquire in advance about the rate for your country.
If the customer refuses to pay customs duties and the item is returned to us, shipping, return and logistics charges will be applied.

Delivery times

Delivery times may vary depending on the country of destination and the delivery method selected (home or express delivery)*:

1 to 2 working days in metropolitan France
2 to 5 working days in Europe
5 to 10 working days for the rest of the world

Orders are processed by our warehouse in Troyes within three working days of receipt. Delivery times start from this date.

Emile et Ida reserves the right to choose the carrier and guarantees the correct delivery of the products. The risks of transport are borne by the client, from the moment the product leaves the warehouse.

*Delivery times are given as an indication by our transport providers and may also vary depending on the time of year.

Track your order

With the help of the tracking number and the link inserted in your shipping email, you can follow your parcel on the website of the carriers including the Post Office, DHL...

Not received order

If the delivery status is marked as delivered, you have checked your mailbox and the neighborhood and you report that you have not received your order, please contact us.

My package has been returned to sender

If your package is returned to the sender, it is possible that this is due to an error in the delivery address. If this is the case, please contact the customer service. We will be happy to answer you by phone at 01 30 71 27 09 or by email at shop@emile-et-ida.fr

Payments

Different payment methods are available: credit card, Paypal, credit note...

Bank transactions are managed by our partner Mollie, specialist in online payments. It is possible to pay by several means:

  • Credit card (Visa, Mastercard, American Express)
  • Paypal
  • Bancontact
  • Ideal

All payments made on the site are secure. Via the Mollie interface which uses the 3D-secure, online payment system guaranteeing enhanced security.

Payment problems

If you encounter a payment problem, we advise you to :

  • Attempt payment via another device: smartphone, tablet or computer
  • Change your browser to Firefox, Safari or Google Chrome
  • Clear your browsing data and refresh your page
  • If you are logged in with an express payment method (Shop Pay, Apple Pay...), log out by clicking on “Checkout as a guest”, under the “Pay now” button and check your bank details

If the problem persists, please contact us.

Returns and refunds

 

 

 

 

 

 

  • if you are returning the entire order,
  • if the conditions are no longer met (minimum purchase amount).

If this is not present in the package upon receipt of the returned order, Emile et Ida reserves the right to block the refund until receipt of the free product, or to deduct the sale price of the free product from the refund. In addition, the free product must not have been used or damaged. In this case, the sale price of the product will be deducted from the refund.

To make a return, simply visit our returns portal and follow all the instructions.

  • For France, a prepaid label costing 5.90€ will be generated for the return and will be deducted from the refund.
  • For Belgium, Germany, Luxembourg, the Netherlands, Spain and Portugal, a prepaid return label costing €7.50 will be generated and deducted from the refund.
  • For all other countries, please visit our returns portal to register your return.
Then go to your local post office to return your parcel to the following address:


Logtex - Parc logistique Entrée Sud
Service Retours - Emile et Ida
1 rue des Lacs
10800 Moussey
FRANCE

 

We are unable to provide a return label for countries not listed above. Return customs charges are at the customer's expense (DAP). You must specify to customs that this is a “return for non-conformity”. If they are not paid, Emile et Ida undertakes to advance them, but they will be deducted from your refund.

Once we have received and checked the items in accordance with the return conditions, we will refund the amount to the payment method used to make the purchase, usually within 7 working days of receipt of the return parcel, but this may vary according to the period.

Can I make an exchange?
It is currently not possible to make an exchange. You must return your item and place a new order.

And what about the ecological impact?

Regarding returns, we do not finance the cost of returns as some of the larger players do to encourage purchases. This is not our policy. We try to be a responsible and reasoned consumer and we want to limit our carbon footprint as much as possible.


We are a very small company, we work with prices calculated as accurately as possible, 80% of our production is ethically produced in Europe, which is a responsible choice, but it comes at a cost, we finance the delivery costs from a certain amount of purchase, but we cannot also finance the return costs.

It is therefore a choice motivated by both ethical and economic considerations.

Products

Size guide

Generally speaking, unless otherwise specified, we prioritize comfort and sizes slightly larger than other brands. If you are unsure between two sizes, we advise you to take the smaller size. Refer to the size table available on each product sheet.

Maintenance tips

Each part must be maintained differently. Consult the care instructions available on each product sheet as well as on the product composition label.

Pooling of stocks

During high promotional times, to offer you a greater choice of products, we pool our stocks with those of our Parisian boutiques. As a result, you may receive your order in several packages and shipping times may therefore be extended.

Ethics: the right price

The value of our products derives from all the choices we have made in developing them: the quality of our materials, European production, the expertise of our craftsmen, the quality of our finishes. We set our prices as fairly as possible, so that all those who have contributed to the development of our products can make a decent living from their work.
Added to this is the company's margin, with which all employees are remunerated and operating costs financed. We don't add anything else.

Gift Card

How do I use my gift card?

To pay for your order (in part or in full) with a gift card, simply insert the code received in the “Discount code or gift card” field on the shopping cart page at checkout.

If I return all or part of my order, how will I be refunded?

If all or part of an order paid for with a gift card is returned, the corresponding amount will be credited back to the gift card used. If another means of payment (e.g. credit card) was also used, the refund will be prorated between the two means of payment. Return postage will be deducted from the refund if our return label has been used.