Time for questions
INFOS AND DELIVERY
Delay and delivery costs
Shipping costs are the responsibility of the customer and vary depending on the destination country. We reserve the right not to deliver to certain locations.
In mainland France:
€5 to a pick-up point within 3 to 5 business days
€8.50 for express home delivery by Chronopost within 1 to 2 business days
Worldwide:
From $12 for Europe with Chronopost express home delivery within 2 to 5 days
From $25 to $40 for the rest of the world with DHL express delivery within 5 to 10 days
Free delivery for orders over $150 in France and $250 for certain countries in Europe, the US, and Canada. The products ordered will be delivered to the address provided by the customer.
Orders are processed by our warehouse in Troyes within three business days of receipt. Delivery times are calculated from this date.
Emile et Ida reserves the right to choose the carrier and guarantees the proper delivery of the products. Transport risks are borne by the customer from the moment the product leaves the warehouse.
Delivery times are provided for information purposes only by our transport providers and may also vary depending on 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.
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.
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 & refunds
Return shipping costs are the responsibility of the customer. It is the customer's responsibility to retain proof of return.
Products must be returned in new condition, unworn and unwashed, with their tags attached and in their original packaging. It is not possible to return an item to a store or any other address.
All items are eligible for a refund (excluding personalized items and underwear) within 14 business days of the date of receipt or pickup of the package.
During Braderie Solidaire sales periods, returns are only accepted in the form of a credit note valid for six months.
How do I make a return in France and internationally?
Please visit our returns portal and follow all the steps.
- 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
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.
Free products:
If you have received a free product and you return your order, you must return this free product in one of two cases:
- if you return the entire order
- if the conditions are no longer met (minimum purchase amount).
Can I make an exchange?
Exchanges are only possible for France, via our portal: https://www.emileetida.com/a/return
Emile et Ida will cover the return label, but the customer is responsible for the reshipment costs.
It is not currently possible to exchange items for countries outside France. You must return your item at your own expense and place a new order.
And what about the ecological impact?
Regarding returns, we do not cover return shipping costs, unlike some major retailers who do so to encourage purchases. We strive to promote responsible and mindful consumption and aim to minimize our carbon footprint as much as possible.
We are a small business, we work with carefully calculated prices, and 70% of our production is ethical in Europe, which is a responsible choice but comes at a real cost. It is therefore a real choice guided by both ecological 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.