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
12€ in the European Union
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.
*Austria, Denmark, Finland, Germany, Greece, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden, Belgium, United Kingdom, Norway, Monaco.
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 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, 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
Make a return
To make a return, simply visit our returns portal and follow all the instructions.
Products must be returned in perfect condition, never worn or washed, with their label and in their original packaging to the following address:
Logtex - Parc logistique Entrée Sud
Service Retours - Emile et Ida
1 rue des Lacs
10800 Moussey
FRANCE
It is the customer's responsibility to keep all proof of this return and its date.
It is not possible to return an item to a store or any other address.
All items are subject to a refund (excluding personalization)* within 14 working days from the date of receipt or collection of the package.
*Returns on embroidered products are not accepted, as these are personalized products.
During Solidarity Sale periods, returns will only be accepted in the form of a voucher valid for 6 months.
Return costs
Return shipping costs are at the customer's expense:
- For France, a prepaid label will be generated for the return, amounting to €5.90, which will be deducted from the refund.
- For all countries outside France, the customer must return the parcel by his own means. The customer is responsible for return customs charges (DAP). The customer must specify to customs that the return is for "non-conformity". If they are not paid, Emile et Ida will pay them in advance, but they will be deducted from your refund.
Refund period
After receipt and verification of compliance with return instructions, we will issue a refund within a maximum of 15 days.
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 and stock
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.
If you still have doubts, you can contact us at 01 30 71 27 09 or by email at shop@emile-et-ida.fr.
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
Discover the brand and its values: 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.