FAQ

Please note that orders can only be cancelled if they have not yet been processed. If the order has already been processed, please submit a return request by contacting our customer service department at +33185096442 or by e-mail at eshop@officinegenerale.com.

In the event of an error with your
order, please contact us at +33185096442 or by e-mail at eshop@officinegenerale.com. 

Orders are prepared and dispatched within 2 to 3 working days of validation and receipt of your payment (for orders placed between Monday and Thursday). Please note that these times may be slightly longer depending on the volume of orders to be processed.  

If your parcel is returned to sender, you will receive a full refund for your order, including shipping costs. If you would like us to reship your order, please contact our customer service department at +33185096442 or by e-mail at eshop@officinegenerale.com.

If you wish to change your delivery or billing address, please contact our customer service department at +33185096442 or by e-mail at eshop@officinegenerale.com within 24 hours.

Please note that the delivery method selected cannot be changed once your order has been
confirmed. 

We inform you that you have 10 working days to collect your order from the store (upon receipt of the order). If you are unable to collect your order within this timeframe, please contact our customer service department at +33185096442 or by e-mail at eshop@officinegenerale.com.

All orders being dispatched from our warehouse located in the region of Paris, some delays may occur in your delivery due to traffic restrictions in the area during the Olympic and Paralympic Games.
We assure you that we are doing our best to maintain your deliveries within a reasonable time frame. If you have any questions or concerns, please do not hesitate to contact our Customer

Return procedure : 

1. Log in to "My Account", section "Orders" then click on "make a return" or click here.
2. Fill in the required information (order number and e-mail address) then click on "Find my order".
3. Indicate the item(s) to be returned and the reason for the return in order to generate the return label.
4. As soon as your request has been validated, you'll be able to download your return label. Returns are at your expense. The cost of the return will be deducted from the refund.
5. Print the return label and stick it on the box. Drop off the parcel.

We inform you that you have 15  working days from the date of receipt of your order to make your request and to send your return package.  You can do this from your customer account or
by clicking on "make a return" at the bottom of the page or by clicking Here.

However, Any item returned after the deadline or deemed unfit for
sale (e.g., damaged, used, soiled, washed, or without a label) will be refunded as a store credit.   

If you need to contact us, please call +33185096442 or send an e-mail to email eshop@officinegenerale.com. 

Please note that all orders placed online and delivered to France, the UK or the USA can be returned to a boutique in the same country of delivery. Please bring your original invoice with you to the boutique. The return period is 15 working days from the date of receipt of your order.

If you would like to return an item purchased in-store, please visit the boutique you purchased it from. You will then be reimbursed with a store credit and not on the payment method used at the time of purchase.

Once you have returned the order that was placed online, you will be reimbursed on the payment method used (e.g., credit card, Amex, PayPal, or Alma...) at the time of purchase. Please note that any item returned after the return period or deemed unfit for sale (e.g., damaged, used, soiled, washed, or without a label) will be reimbursed as a store credit.  

Refunds can take up to 14 working days from receipt of the parcel. 

All items are subject to availability at the time you place your order. If you have a specific request, please contact our customer service department on +33185096442 or by e-mail at eshop@officinegenerale.com. 

If an item is out of stock, e invite you to sign up for our back-iwn-stock alert, found on the product page. For specific requests, please contact our customer service
department at +33185096442
or by e-mail at eshop@officinegenerale.com.

If you receive a damaged item, please contact our customer service department at +33185096442
or by e-mail at eshop@officinegenerale.com within 24 hours. You may be asked to
provide photos for verification purposes.

If you receive an incomplete order, please contact our customer service department at +33185096442
or by e-mail at eshop@officinegenerale.com within 24 hours.

We offer a free alterations service (excluding complex alterations and commercial operations) in all our French boutiques.

Please note that this service does not apply to online purchases.

You have the option to reserve items online, while stocks last, to be
collected or tried on in-store. Simply click on “Reserve in store” and select the boutique of your choice. Please note that there is no obligation to purchase the item(s), and that payment is made in-store when
you collect the item(s).

Thanks to Alma's payment solution, you can pay for your purchases ranging from
€50 to €2,000 in 3 instalments. There are no additional charges or obligations on your part. All you have to do is an Alma account and enter the required information. Your transaction will be validated by an SMS verification code. 

Your payment schedules are available can be found in the "Your purchases" section of the your
Alma application.

Please note that refund requests are made directly to our customer service department. You can contact us at +33185096442
or by e-mail at eshop@officinegenerale.com.

In the event of a partial refund, your payment schedule will be recalculated.

Depending on the bank, it can take up to 10 working days for the funds to appear in your account.