Frequently Asked Questions

PRODUCT AND STOCK

How do I choose my size?
Our shoes are expressed in French sizing. The size chart available on each product sheet will guide you in choosing the right size.
If you need more specific advice, contact our Customer Service. We are at your disposal to advise you in the choice of a size or for any question on the footwear of a model.
You can also try our shoes in our shops and order later on our e-shop.

Is the color true to the product?
We calibrate and carefully photograph our products in order to best mirror reality. However, we cannot guarantee that the colors of our website are the right ones when displayed on your screen. This depends in part on the color calibration of your screen.

Which materials are used?
The composition of our shoes is always indicated in the description in each product sheet. We do not currently have vegan shoes.

Is it possible to order a custom model?
We do not offer the customization of our models except for special events.

I would like to have my Clergerie shoes repaired. Do you offer this service?
Our Customer Service is able to recommend you in Paris and in other cities a shoemaker able to perform maintenance and to repair our products.

What to do if the product is defective?
We carry out a careful quality control of our products. If any of them are found defective when receiving your order, please contact our Customer Service as soon as possible giving us information on your order number and model. In accordance with the provisions of Article 6 of the General Conditions of Sale, we will ask you to provide the verification elements of the claim, such as photos.

Is the product available in stores?
Most of our products are available in our stores, with the exception of products marked as exclusively available online. You can check the availability of the products in our boutiques by contacting us via the Contact us page.

Are you going to receive other sizes?
Due to the artisanal design of our models, we produce in limited quantities. It is possible, however, that a model will be available again on the site in the event of customer returns or restocking. You can contact our Customer Service if you are interested in a specific model and we will do our best to answer to your request.

Which Clergerie boutique is the nearest to me?
You can find your nearest Clergerie boutique on the Store locator page.

Why can pricing differ from other websites?
The selling prices indicated on our website are the suggested selling prices to our partners and the ones that we apply in our shops. However, our resellers remain free to set their pricing policy.

ORDER

What are the website’s payment methods?
The website’s payment methods are credit and debit cards Visa, Mastercard, Amex as well as PayPal.

Any confirmed order cannot be canceled but you keep your right of withdrawal within a limit of 30 days after the receipt of your order. Details of the return procedure can be found in the Shipping and Returns section.

My cart emptied and the products are no longer available, how can I order them?
Clergerie shoes are produced in limited quantities. Therefore, it is possible that some sizes or references are no longer available on our website but they could still be in our boutiques. We invite you to inquire about the availability of the products in our stores by contacting us via the "Contact us" page. You can also contact our Customer Service to receive advice on similar products or size.

My payment was declined. How can I proceed with my order?
Your payment may have been declined for multiple reasons. Firstly, we invite you to verify your bank details and then to renew your payment. If the refusal persists, we invite you to contact our Customer Service, who will assist you with your order.

Do you have a loyalty program?
This service is not available on our website yet. 

SHIPMENT

How will my order be packed?
Your order is delivered in a box containing a shoe box for each pair ordered.
We add a Clergerie dustbag and we protect by tissue paper.

Can the products be delivered on the same day of the order?
This service is not available on our website yet.

Do you ship anywhere in the world?
We currently ship in most countries of the European Union. The detailed list of delivery areas is available on the Shipping and Returns page.

What is the delivery time for my order?
Orders are normally delivered within three (3) business days of order confirmation. For example, any order placed before 12 am will be processed on the same day, while any order placed on Friday after 14h will be processed starting from Monday morning. Delivery times do not take into account possible delays caused by reasons beyond our control (meteorological hazards, transport ...).

Is it possible to pick up the packages in Clergerie’s boutiques?
This service is not available on our website yet.

Is it possible to offer an order as gift?
It is possible to offer an order, you only need to specify a billing address different from the delivery address.

Package delivery: which are the shipping options?
The shipping is done by different transporters.

My delivery was delayed
We guarantee shipping in 2 to 3 business days, excluding public holidays in France. For example, an order placed on Friday after 2pm will be processed on Monday morning. Taking into account this information, if your parcel was delivered late, we invite you to contact our Customer Service to open an inquiry with the carrier.

In accordance with the provisions of Article 6 of the General Conditions of Sale, we will ask you to provide a verification of your claim.

What to do if I haven’t received the right item [size, color, etc. error]?
If you haven’t received the right item, we invite you to contact the Customer Service as soon as possible by indicating your order number and the model concerned. We will also ask you to take photos in order to better handle your claim

If you have received a faulty item, we invite you to contact the Customer Service as soon as possible by indicating your order number and the model concerned. We will also ask you to take photos in order to better handle your claim.

RETURNS AND EXCHANGES

Is it possible to return my items in one of Clergerie’s boutiques?
Boutique returns are not available. Any order placed via our website must be returned to the website within 30 days after receipt. The return fees are at the customer's charge. For more information, we invite you to consult the Shipping and Returns page.

Can I exchange a product in my order?
We do not offer this service at the moment. To exchange a product, you must apply for a refund and order a new one.

Where do I return my order?
For more information, we invite you to consult the Shipping and Returns page.

In how many days should the package be returned?
You have up to 30 days after the receipt to return your order.

What are the necessary documents? 
We invite you to consult the return procedure available on the Shipping and Returns page.

SECURED PAYMENT

Is the online payment secure?
The payment is handled by the provider Shopify Pay, a secure online payment portal that encrypts credit card information in a secure environment. For PayPal payments, payment is secured directly through PayPal.

A code is asked during the payment, what should I do?
To enhance the security of transactions, any payment made on our site is submitted to 3D Secure confirmation. This confirms that you are the holder of the credit card used for the payment. Depending on the settings of your bank, you will be asked to confirm a code sent by SMS or email.