Questions/réponses

This section provides answers to common questions.

The 5 most frequently asked questions

1 - Can I exchange something by sending it back to the warehouse?

You can only send an item back to the warehouse for a refund. Your money will be refunded automatically as soon as your package is received. Your account will be credited for the amount of the returned items by our secure payment partner, PayBox. You will receive an email confirming the refund.

2 - Is it possible to exchange the item or request a refund in an Etam shop ?

You may return or exchange items in an Etam Ready-To-Wear or Etam Lingerie shop (pick the appropriate shop for the item) in metropolitan France.

The items must be accompanied by the invoice, which is attached to your package. Alternatively, you can print out the invoice if necessary by going to the “My Account” page.

For gift orders, you can only access the invoice on the “My Account” page.

Please note: if you have placed an order without creating an account, please contact our Customer Services team if necessary using the “Contact Us” section on the “My Services” page.

3 - Can I pay with a cheque on the Etam.com website ?

Cheques can't be used for payment on etam.com. You can only use these methods of payment in etam shops.

However, you can use credit or debit cards, Etam gift cards or the PayPal system to pay for your order online.

4 - How will I receive my refund?

If you return an item to the warehouse or if your order arrives incomplete, the refund is made automatically to your bank account. Your account will be credited for the amount of those items by our secure payment partner Paybox. This will take between 2 and 5 working days. You will receive an email confirming the refund.

5 - Can I track my orders in “My account”, if I placed an order without creating an account ?

You can't track your orders in the “My account” or access any other personalised services, if you have not created an account.

This option allows you to place orders rapidly.

If you have not yet found the answer to your question, please choose a topic from the list below.

  1. 1 - Your order

    > What are my payment options on Etam.com?

    You can pay for your order using a credit or debit card, PayPal or an Etam gift card.

    Credit or debit card payment:

    Accepted cards include debit cards/E-Card, Visa, Visa Electron, Eurocard/Mastercard, American Express.

    The amount debited from your account will not appear on your bank statement until at least 48 hours after the transaction is made.

    Payment using PayPal:

    With PayPal, you can make online payments without quoting your bank account or card information during the transaction.
    Find out more at : http://www.paypal.co.uk/uk

    Paying with an Etam gift card:

    You can use a gift card to pay for your purchases on the website. All you have to do is enter the 19-digit number written on the card and the 3-digit PIN.
    If the total on your gift card is less than the total amount of your purchase, you can pay the difference using your regular credit or debit card.

    > Can Etam.com guarantee a secure transaction?

    The protection of all your account information is guaranteed by the Paybox secure payment system. Your data is encrypted and then sent to the SSL server, where no third party can gain access to it. This information is never sent to our own server. This is also why you are asked to enter your banking information with every new purchase.

    > Can I cancel or change my order?

    Once you have confirmed your order, you cannot change it.

    However, you may cancel your order within the same day.

    To do so, please contact our Customer Services Department by visiting the "Contact Us" page in the "My Services" section of the website.

    > Can I order an item and send it as a gift?

    Yes! To order a gift, just tick the box marked "gift". Your items will be wrapped in tissue paper and sent in an Etam gift box, with no mention of the price anywhere. Don't forget, you can add a personal message, too.

    You can access your invoice on the “My Account” page.

    Please note: if you have placed an order without creating an account, please contact our Customer Services team if necessary using the “Contact Us” section on the “My Services” page.

    P.S : If the item isn't the right size or needs to be returned, look under "How do I return or exchange an item?"

  2. 2 - Delivery, shipping costs

    > What are the delivery timeframes for my order?

    We dispatch orders from Monday to Friday.

    Your order will be prepared in 2 to 3 working days. The delivery timeframes are dictated by our partners' shipping practices (Coliposte and Kiala). Shipping usually will not take more than 5 working days (for shipping within metropolitan France).

    Please be aware that during certain busy periods (sales, private sales, Jours Passion promotions, etc.), it may take slightly longer for your package to be shipped due to the increased volume of packages we have to handle.

    Claims for late deliveries cannot be made after more than 1 month. Due to Colissimo's delivery practices, we cannot investigate deliveries made more than 30 days previously.

    > How can I enjoy free shipping?

    Shipping is free when you spend over €60 in France, Belgium and Luxembourg.

    > Can I track my package until it is delivered?

    Within 24 hours of receiving our confirmation email that your package has been sent, you can start tracking your package on the coliposte.net website.

    To track your package, go to "My Account"/"My Orders" and select your order. Click on the Colissimo number and then click on the link to www.coliposte.net (remember to have your package number at hand, as you'll need it to track your package).

    If your package is being handled by Kiala, you will receive an email or text message as soon as your package has been delivered to your chosen pick-up point. You then have 10 days to collect it.

    > Do you deliver to countries other than France?

    Etam.com can deliver to the following countries: the Azores, Austria, Belgium, Canary Islands, Denmark, DOM-TOM, Germany, Great Britain, Ireland, Italy, Luxembourg, Madeira, the Netherlands, Norway, Portugal, Spain, Sweden and Switzerland.

    N.B. Shipping costs vary depending on the destination.

    > How long do I have to make a claim concerning an Etam.com order?

    If you are experiencing a problem with the delivery of your order, it should be noted that the timeframe for delivery is about 7 days for metropolitan France. But don't forget, you can track the progress of your package on Coliposte.net.

    If you do need to make a claim, you must contact our Customer Services Department within 30 days by visiting the "Contact Us" page in the "My Services" section of the website.

    Following up on problems concerning delivery of a package with the French postal system must be done within 30 days.

    In addition, once a "claim" file has been opened, requests for refunds can only be honoured if made within 2 months. Due to our accounting system, we can only reimburse customers within 60 days of the original purchase.

  3. 3 - Exchanges and refunds

    > My order is incomplete, how will the money for any items not sent be refunded?

    When you order items from Etam.com, the total for all items is debited from your account; if an item is not shipped, the amount of that item will be credited to your account.

    The refund will be made within 2 to 5 days after the package is shipped.

    If the order is incomplete, no delivery will be made later. We advise you to visit the website regularly in order to check for any new stocks of items.

    N.B. if you made the purchase using E-Card, please contact our Customer Services Department by visiting the "Contact Us" page in the "My Services" section of the website.

    > How do I return or exchange an item?

    You have two solutions to choose from:

    Exchange or refund in an Etam shop

    You can return or exchange items in an Etam Clothing or Etam Lingerie shop (pick the appropriate shop for the item) in metropolitan France, Belgium, Spain.

    The items must be accompanied by the invoice, which is attached to your package. Alternatively, you can print out the invoice if necessary by going to the “My Account” page.

    For gift orders, you can only access the invoice on the “My Account” page.

    Please note: if you have placed an order without creating an account, please contact our Customer Services team if necessary using the “Contact Us” section on the “My Services” page.

    Send the item back for a refund

    You may return the item(s) directly to our warehouse.

    You must send the completed return slip with the item(s) you wish to return (this return slip is in the original package).

    Return shipping is at the customer's expense unless it is due to an error on our part.

    If you return an item to our warehouse, you will be refunded (no exchanges are possible).

    Address for returns:
    EntrepĂ´t Etam
    Service retours Etam.com
    ZAC du Parc, rue Louis Blériot
    77290 Compans
    FRANCE

    N.B. if you made the purchase using E-Card, please contact our Customer Services Department by visiting the "Contact Us" page in the "My Services" section of the website.

    > How long does it take to be reimbursed when returning items?

    As soon as we receive your package at our warehouse, we will send you an email confirming your refund. In all, it may take about two weeks from the time you send the package.

    If the refund seems to be taking a very long time, please write to our Customer Services Department by visitng the "Contact Us" page in the "My Services" section of the website.

  4. 4 - My Etam Account

    > Can Etam.com guarantee the confidentiality of my personal data?

    Your personal data is intended for use by the Etam Company only. According to Act no. 78-17 of 6 January 1978 pertaining to the protection of individuals with regard to the processing of personal data, you have the right to access and modify your personal data at any time.

    You may allow or refuse to allow the use of your personal information by a third party. To do so, simply send a request by email to customer.service@etam.com  or by post to the following address: ETAM SA, service etam.com, 57/59 rue Henri Barbusse - 92614 Clichy Cedex - France.

    > How can I create an account on Etam.com?

    You can easily create your account when you confirm an order. Simply select the items you would like to purchase and click on "See my shopping basket" then on "Proceed to payment".

    You then must choose between:
    1 : Already an Etam.com customer
    2 : This is my first purchase

    You can also create your account by going directly to the "My Account" page.

    Whichever option you choose, click the "confirm" button when you are done, and an email will be sent to you to confirm that your account has been created and to remind you of your password. Do not lose this email, as you will need the password next time you want to sign in to the website.

    > I have forgotten my password, how can I receive a reminder?

    When you create your account, you will receive an email containing your password.

    You can also go to the "My Account" page to access your personal data. Confirm your request for a new password by clicking on "Forgotten your password?" and you will be sent an email containing a new password immediately.

    You can also contact our Customer Services Department by visiting the "Contact Us" page in the "My Services" section of the website.

    > How can I change my password?

    Sign in to your account at "My Account" and change your password under "My Personal Information".

    > How can I change my email address?

    You can change your email address for your next order. All you have to do is change your email address on the "My Account" page under "My Personal Information".

    > ? Can I track my orders in “My account”, if I placed an order without creating an account?

    You can't track your orders in the “My account” or access any other personalised services, if you have not created an account.

    This option allows you to place orders rapidly.

  5. 5 - Items

    > Can I receive samples from your Etam Beauté range?

    The Etam Beauté cosmetics and skincare range was discontinued in early 2006. Unfortunately we have no remaining samples to send out.

    > Why can't I find an item on the etam.com website?

    You may not be able to find an item on the etam.com website if it is out of stock. We advise you to wait a couple of weeks and then log on to the website again to see if a new delivery of the item has come in. Alternatively, you can contact an Etam shop.

    > Are the same collections available online and in-store?

    The website features a selection of items from Etam shops.

    Prices are the same wherever the purchase is made.

    This website is a virtual boutique!

    > Are there often new items on the website?

    The Etam website likes to keep up with fashion, so new items appear on the site every week!

    > How can I find out about news, new items and special offers?

    All you need to do is sign up for our newsletter; you'll find the button on the lower left-hand side of the page or in the "My Account" section.

    With the newsletter you'll receive all the latest news from Etam.

  6. 6 - Other

    > How can I find the address of an Etam shop?

    All of the Etam Clothing and Etam Lingerie shops are listed on the website in the "Find A Shop" section, at the bottom of the website. Just enter the town or area where you are looking for an Etam shop and click on "ok".

    > How can I use a special offer code?

    When you have a discount to use on a purchase, just enter the "special offer" code in the special offer box on the "shopping basket" page. Click on "ok" and the discount will be applied to your order.