My Information Request

Questions about Orders and payments

How can I check if my order is validated?

Once your order is validated, you will receive a confirmation email with your order summary.

We encourage you to check your inbox or spam folder; if you do not receive this email, your order has not gone through. We recommend contacting our customer service at +33 2 51 20 87 09 to understand the reason for this failure.

Can I modify or cancel my order?

Once your order is placed, you have 30 minutes to cancel it from your customer account in your order summary.

If you have any questions, feel free to contact our customer service at +33 2 51 20 87 09 from Monday to Thursday, 9:00 a.m. to 6:00 p.m., or Friday, 9:00 a.m. to 5:00 p.m.

Once your order is placed, you have 30 minutes to cancel it from your customer account in your order summary.

If you have any questions, feel free to contact our customer service at +33 2 51 20 87 09 from Monday to Thursday, 9:00 a.m. to 6:00 p.m., or Friday, 9:00 a.m. to 5:00 p.m.

What payment methods are available?

We offer several payment methods:

• Credit card (Visa, MasterCard, or Carte Bleue)

• PayPal

• Oney: payment in 3 or 4 installments

• Gift card from Espace Des Marques.com

Is the payment secure?

Yes, we do not have access to your banking information under any circumstances. Your data is transferred securely and encrypted to our bank, so we do not store this information.

Is it possible to pay in installments?

If you’d like to spread the cost over several months, choose the 3 or 4-installment payment option via Alma, available for purchases from €100 to €2000. Alma’s 3 or 4-installment payment option ensures a quick and seamless process.

To use it, it’s very simple; just select this payment method at the end of your cart. This option applies only to your current order and is subject to eligibility approval by Alma.

To view Alma’s terms and conditions, click here.

Questions about Delivery

Where is my parcel?

Once your order is shipped, you will receive an email with your tracking number. You can access your Colissimo tracking by clicking on the Track my parcel button.

You can also track the delivery of your order in your customer area under My Orders by clicking on the relevant order.

What are your delivery times?

Once your order has been confirmed, our team will prepare it within 24 to 48 hours. This timeframe may be extended during busy periods such as the sales, the festive season, Black Friday or the big summer clearance sale. Once your order has been prepared, it is handed over to the delivery service you have chosen.

Do you deliver abroad?

Yes, we deliver to 27 countries across Europe! Here is the list:

Germany, Austria, Belgium, Bulgaria, Croatia, Denmark, Spain, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, the Netherlands, Poland, Portugal, Romania, the United Kingdom, Slovakia, Slovenia, Sweden, the Czech Republic.

We also deliver to the French overseas departments and territories (DROM-COM): Martinique, Guadeloupe, French Guiana and Réunion

Do you deliver to the DROM-COM (DOM-TOM) regions?

Yes, we deliver exclusively to Martinique, Guadeloupe, French Guiana and Réunion at a rate of €18.99 (including VAT), with delivery taking between 15 and 20 working days (except for French Guiana, where delivery takes up to 40 working days).

When you place your order, the port duty and regional port duty will be calculated based on the items in your basket. You will not incur any additional customs charges when collecting your parcel.

What delivery methods are available?

We offer four delivery methods:

Standard Chronopost point relais
Chronopost Express
To your home via Colissimo
To your home via Chronopost Express

Shipping rates vary by country.

Questions about Returns and refunds

How to request a return?

To make a return request, go to your customer space under My Orders. Select the order related to the return and click on Make a return at the bottom of your order.

Then follow the procedure:

Step 1: Choose the product(s) to return, the quantity, and the reason for the return.
Step 2: Select your return method from the options provided
Step 3: We will wait for your parcel to arrive to check if the return is compliant in order to process your refund.

What is your returns policy?

You have 30 days from the date the parcel was dispatched to return any items that do not suit you.

Returned items must be new, unworn, in their original packaging with the labels attached, and in perfect condition.

No returns will be accepted if the items returned have clearly been used or damaged, and such use or damage renders the items unsuitable for sale.

Returns are at the customer’s expense, unless there has been a packing error on our part or the item is faulty.

For hygiene reasons, we do not accept returns of underwear, swimwear or cosmetics.

Under no circumstances should the Post Office dispatch label be stuck directly onto the packaging (case/shoe box). This packaging is not intended as final packaging but merely as a way of presenting the product.

Do I have to pay for the return postage?

The customer is responsible for the return postage costs, unless the error is on our part (faulty product, packing error).

Can I exchange my item when I return it?

We cannot exchange returned items. Once we receive your return, we will process the refund for your item(s). If you would like to order a different size, feel free to contact us by email or phone to take advantage of free shipping on your next order.

What is the deadline to return my order?

You have 30 days from the shipment of your order to return items that do not suit you.

Questions about My account and personal data

I've forgotten my password

Go to your account by clicking on the silhouette in the top right-hand corner of the home page.
Click on Forgotten password.
Enter your email address in the field provided.
An email will be sent to the address you provided to help you reset your password.

How do I subscribe to the newsletter?

To subscribe to the newsletter, simply enter your email address in the field provided at the bottom of the website.

How do I change my details?

Go to your account by clicking on the silhouette in the top right-hand corner of the home page
Click on My profile
You can then edit your personal details under the My details and My addresses sections

How can I delete my account or request that my account details be corrected?

To update your details, go to your personal account, select ‘My Profile’ and then ‘My Details’.

If you wish to delete your account, please submit your request using the contact form, or by writing to us at the following address: rgpd@espace-des-marques.com

How do I add a delivery address?

Go to your account by clicking on the silhouette in the top right-hand corner of the home page
Click on ‘My Profile’
You can then edit, add or delete a delivery address in the My addresses section.

Questions about Products and stock

Are your products genuine ? Are they new and delivered in their original packaging?

We work with the brands’ official clearance stockists or intermediaries. We buy up the brands’ end-of-line stock or unsold items, which enables us to offer such competitive prices.

All our products are genuine and sold in their original boxes or packaging!

Please note that in the event of returns due to transport-related damage, we may need to replace the original box or packaging (in exceptional cases).

Do the shops and the website stock the same products?

You may not find the same brands or items in all our shops and on our website.

Is it possible to reserve an item?

It is not possible to reserve an item.

To ensure your items are available, we recommend that you order them as soon as possible, as stocks are limited.

How long is my shopping basket saved for?

If you are logged in, your basket will be saved until the items in it are out of stock.

Are there often new items?

At Espace des Marques, we’re adding new products every day!

Questions about Our stores

Do you offer click-and-collect?

Yes. We offer free delivery within a week to our 17 shops in France. To check if there’s a shop near you, please see our list of shops.

How do I find my nearest shop?

We have 17 shops in France:

8 in the Vendée (85): Jard-sur-mer, La-Roche-sur-Yon, La Tranche-sur-mer, Bretignolles, Saint-Jean-de-Monts, Saint-Hilaire-de-Riez, Noirmoutier and Luçon
2 in Loire-Atlantique (44): Saint-Herblain, Saint-Brevin-les-Pins
1 in Charente-Maritime (17) : Angoulins
1 in Gironde (33): Gujan-Mestras
2 in Morbihan (56): Vannes - Séné and Belz
1 in Deux-Sèvres (79): Niort
2 in Hérault (34): Montpellier - Pérols and Bessan

To find their exact address, go to our shops page.

What are the store hours?

Each store has different hours; you can find their hours on the stores page.

Is the gift card valid in your shops?

At present, gift cards purchased on the website www.espace-des-marques.com cannot be used in shops, and gift cards purchased in shops cannot be used on the website.

Questions about Gift card

How do I use my gift card?

To use your gift card, simply proceed to the checkout stage and enter the number shown on your e-gift card in the fields provided. If you have any questions, our Customer Services team is available on 02 51 20 87 09 (local call rate), Monday to Friday.

What are the terms and conditions for using my gift card?

Payment

You can use your gift card in one or more transactions.
A gift card cannot be used to purchase other gift cards.
If your gift card does not cover the full amount of your purchase, you can top up your payment using another payment method.
Payment by gift card is only available on the website https://www.espace-des-marques.com and is not available in-store.

Returns & Refunds

If you return your order, the amount used will be credited back to your gift card.
The gift card is not registered to a specific person. It cannot be exchanged or refunded, even partially, in the event of loss, theft or damage.

Make someone happy every time, and personalise your card in just a few clicks here.

Can I buy a gift card on Espace Des Marques.com?

Our digital gift cards are valid for 12 months from the date of purchase and can only be used on the espace-des-marques.com website, either in a single transaction or across multiple transactions. You’re sure to make someone happy, and you can personalise your gift card in just a few clicks here.

How long is the gift card valid for?

Your gift card is valid for 12 months from the date of purchase.

You’re sure to make someone happy – personalise your card in just a few clicks here.

How do I check the balance on my gift card?

It’s very easy to check the balance on your gift card just go here, making sure you have your gift card to hand.

Enter your card number.
Enter your PIN (the 4-digit code shown on your e-gift card).
Your balance and expiry date will then be displayed.

If you have any questions, our Customer Services team is available on 02 51 20 87 09 (local call rate), Monday to Friday.

Questions about My loyalty

How do I join My Loyalty Program?

To join our loyalty programme, go to your customer account and select the My Loyalty section. You can then choose to join our loyalty programme free of charge by ticking the box and clicking Join.

You earn 3% cashback on the value of your orders, but only on orders delivered to mainland France.

What are the benefits of My Loyalty?

By choosing to join the My Loyalty program free of charge, you’ll enjoy a range of benefits:

1 – You’ll earn euros in your reward pot with every order delivered to mainland France (3 per cent of your order value is credited to your reward pot in euros within 30 days).

2 - You’ll receive a voucher every year on your birthday.*

3 - You can take part in our many competitions to be in with a chance of winning countless prizes all year round.

4 - You’ll enjoy special offer days when you’ll have access to exclusive discounts.

*subject to you being subscribed to our newsletter

How can I boost my fundraising total?

To build up euros in your reward pot, all you need to do is place an order. For every new order delivered to mainland France, you’ll earn 3% of the value of your products in your reward pot (excluding promotional items and delivery charges, within 30 days of your purchase). For example, if you place an order totalling 100 euros (the total value of your products, excluding promotional items and delivery charges), you’ll receive 3 per cent – or 3 euros – in your reward pot.

How do I use my online money pot? In-store?

You can use your reward balance on the website or in-store.

Online: Simply add your items to your basket. Then go to your basket and click on ‘use’ if you’d like to deduct your reward balance from your items and reduce the total amount of your order, you’ve well and truly earned it!

In-store: Simply ask to have your reward balance deducted when you’re at the till, and show a valid ID.

How can I check the balance of my savings pot?

To view the balance of your reward pot, go to your customer account and select the My Loyalty section. Your reward pot balance and transaction history will be displayed there.

Questions about Others