Poema Paris répond à vos questions
Orders
How can I track my order?
Once your order has been shipped, you will receive an email containing the tracking number provided by the carrier you selected. You can track the progress of your package at any time using the tracking number on the corresponding carrier’s website. If the tracking number does not work immediately, this is normal; it may take a few hours for it to become active.
I made a mistake in my order and/or delivery address
Contact customer service immediately so we can correct the error. Once the order has been processed for shipping, we can no longer modify it. Unfortunately, you will need to place a new order and return the incorrect one.
Is it possible to cancel my order?
Once the order has been validated and paid for, we unfortunately cannot cancel it. You will need to return the order to obtain a refund.
I haven’t received my pair, what should I do?
If you have not received your order after the expected delivery time, we recommend first checking your tracking number. Depending on the circumstances, it may happen that the order is slightly delayed.
If the status of your order is “delivered” but you have not received your package, please proceed as follows: after checking with your neighbors or a possible building manager and contacting the delivery service, send us an email at [email protected] so we can work together to find a solution.
What is the refund processing time?
We have a period of 14 working days from the receipt of your shoes at our warehouse to process the refund for your order.
Is it possible to exchange an item?
Exchanges are entirely possible. If the size you ordered does not suit you, you can contact our customer service by sending an email to [email protected] to check if an exchange is possible, depending on our stock availability.
Delivery
From which countries can I place an order?
You can place an order from:
– Mainland France
– European countries
When and how can I return my shoes ?
From Mainland France :
– Via Chronopost to Shop: Free pickup point delivery, with a map of pickup points displayed after payment.
– Via Colissimo: 2 to 4 business days, home delivery for €5, and free exchanges.
– Via Chronopost C13: Home delivery for €10 the next day for all orders placed before 1 PM.
PAID RETURNS : €5 is deducted from the refund amount for returns.
From Europe (3 to 5 business days) : Home delivery for €10, with return costs borne by the customer.
Returns / Refunds / Exchanges
PAID RETURNS : €5 is deducted from the refund amount for returns.
From Europe (3 to 5 business days) : Home delivery for €10, with return costs borne by the customer.
When and how can I return my shoes ?
Return costs for Mainland France are €5.
If the size or model does not suit you, you can return your shoes within 15 business days of receiving the package by following these steps :
1. Contact our customer service at [email protected] with the reason for the return and your order number to receive a return label by email.
2. Place the pair in its original packaging, ensuring it is suitable for resale, and attach the return label to the box.
3. Drop off your package at an official pickup point.
Note : We only process refunds or exchanges if the pair is returned in excellent condition. To avoid any issues, we recommend trying the shoes at home on a carpet to avoid damaging the sole.
Payment
What payment methods can I use ?
You can pay :
– By credit card: Visa, Mastercard, Maestro, and American Express.
– Via Klarna in two or three interest-free installments.
Is my payment secure ?
Your banking information is never in our possession. Your transactions are fully processed by the secure WooPayments payment module.
Can I receive an invoice for my order ?
The invoice for your order is sent to you along with your pair of shoes.
Product
How do I choose the right size ?
Our shoes fit true to size unless otherwise indicated on our product pages. You can also consult our size guide. If in doubt, don’t hesitate to contact our customer service by email.
What are the manufacturing conditions of your shoes ?
We place great importance on the quality of our products and their ethical manufacturing. Our leathers are certified Gold Rated by the Leather Working Group (LWG).
What should I do if there is a defect in the product?
WE PLACE GREAT IMPORTANCE ON THE QUALITY OF OUR PRODUCTS AND LISTENING TO OUR CUSTOMERS.
If you notice a quality issue with your pair of shoes, contact our customer service as soon as possible by email 📧. Be sure to include photos of the defect and your order number.
We will process your request as quickly as possible and find the best solution to assist you.
Don’t hesitate to write to us! Your feedback is valuable and helps us improve our products and services.