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 for standard shipping, 10€ for Express
10€ in Europe for standard shipping, 25€ for Express
20€ outside Europe
We reserve the right not to deliver to certain locations.
The products ordered will be delivered to the address indicated by the customer.
Delivery is free for baskets of 100 € or more delivered in France, for international deliveries, delivery costs are free from 250 €.
Delivery costs are calculated directly in the basket.
*Delivery times are given as an indication by our transport providers and may also vary according to the time of year.
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.
Delivery times
Delivery times may vary depending on the country of destination and the delivery method selected (home or express delivery):
2-4 working days in metropolitan France for standard shipping, 1-2 working days for Express
5-9 working days in Europe for standard shipping, 3-6 working days for Express
8-13 working days outside Europe
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.
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, UPS, DHL...
Not received order
If the delivery time is longer than indicated by the tracking number, do not hesitate to contact the customer service. We will be happy to help you by phone at 01-30-71-27-09 or by email at shop@emile-et-ida.fr
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, gift card, 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 first try your payment via another connected tool: smartphone, tablet or other. We also advise you to change your internet browser to Firefox, Safari or Google Chrome.
If the problem persists, 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
Returns and exchanges
Make a return
All items in the collection are eligible for a refund. Returns can be made within 30 working days from the date of receipt or collection of the package.
The products must be returned in perfect condition, with their label and in their original packaging, accompanied by the duly completed return form to download here. The document is not directly included in the packages for ecological reasons.
The return costs are at the customer's expense and must be sent to the following address:
DRNMODE – EMILE ET IDA
10 rue des Jeûneurs
Fond de cour à droite 75002 Paris
France
For foreign countries, the customer must specify to the customs services that it is a "return for non-conformity". If customs charges are applied, they will be charged to the customer.
It is the customer's responsibility to keep all proof of this return and its date.
Returns can be dropped off at our shops and will be processed by us. Refunds for online purchases are made exclusively through the website and not in shops.
Make an exchange
All items in the collection can be exchanged. Exchanges can be made within 30 working days from the date of receipt or collection of the package. The request must be made through the return form to be downloaded (english version here) and to be attached to your return.
Please note that exchanges can only be made on the same products at similar prices. Please feel free to contact us to get informations about available sizes.
Exchanges of online purchases can only be made through the e-shop and not in shops.
Upon receipt of your return, the availability of sizes will be confirmed by our customer service.
Return/exchange costs
The return shipping costs for exchanges and refunds are at the customer's expense.
In the case of an exchange, the customer will not be charged for the shipping costs of the new product.
In the case of a return of a part of the order, shipping costs will be deducted of the refund.
In the case of a return of the whole order, shipping costs will be totally refunded.
It is advisable to keep a tracking number for your return so that you can communicate it to customer service if necessary.
The exchange will be made either in the form of a credit note to be deducted from a future purchase, or by a refund within 10 working days of receipt of the package.
Refund period
Refunds will be made within 10 working days of receipt of the return.
The ecological impact
Regarding return labels, 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 and stock
The fabrics
Find out more about all the materials used in the making of our pieces: I discover.
Size guide
Need advice on the size of a product? Please refer to the size chart available on each product sheet.
If you still have doubts, you can contact Marine and Yasmina at 01-30-71-27-09 or by email at shop@emile-et-ida.fr.
Maintenance tips
Each part needs to be cared for differently; see the care instructions on each product sheet.
Pooling of stocks
In order to offer you a wider choice of products, we have pooled our stocks with our shops, only during the sales period. Therefore, if a piece is in one of our shops, the delivery time may be a little longer as we have to collect it to complete your order.
Ethics: the right price
Découvrez la marque et ses valeurs : it's here
THE BRAND
The story of Émile et Ida
Discover the brand and its values: it's here
Contact us
If you haven't found the answers to your questions, 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
In case you don't get an answer, take a look at your junk mail. Sometimes our exchanges end up there.
The shops
You can reach the shops by phone, you will find the contact details here.
TECHNICAL GUIDE
CREATE AN ACCOUNT
It is possible to place orders in two different ways: by creating an account or with a guest account.
The last option, the guest account, means that you do not have a registered account on the Emile et Ida website. Therefore, when you want to log in to access your previous orders, your email address will not be recognized. Indeed, no account will be registered when you use a guest account.
In order to be able to connect to your account, it is necessary to create one. This way you can access your order history.
Please note that if you had an Emile et Ida account on the previous website, you will need to create a new account by resetting your password or by creating a new account.