FREQUENTLY ASKED QUESTIONS
Have a question about our products? A problem with your order or delivery?
Find the frequently asked questions to our team.
Is delivery chargeable?
No, the delivery of your items is free worldwide.
Are there customs fees, and are they my responsibility?
For all products shipped outside the European Union and overseas French departments and territories, Customs duties or other local taxes or import duties or state taxes may be payable. They will be the responsibility of the Customer.
How do I track the shipment of my package?
An e-mail will be sent to you with the DHL carrier's tracking number, to the e-mail address you have indicated, so you can follow the various stages of your parcel's delivery.
What is the carrier and delivery method?
Your products are shipped to you by the DHL carrier and its Express offer, with packages delivered against signature.
What are the delivery times?
Your products are delivered in 1 to 2 working days for metropolitan France, in 2 to 5 working days for Europe, and in 2 to 7 days for the rest of the world (French overseas department and territories included).
What are the actual delivery days?
Shipments are made on business days, from Monday to Friday. All orders are shipped around 3pm, French time.
I am not available at home from Monday to Friday, how do I do?
You can reschedule a delivery to a new date or address via the link received by DHL via mail or text message or by contacting them.
My product did not arrive on the indicated date, what should I do?
If your parcel has not arrived on time, please contact us at contact@cotoyer.fr. If your parcel has not arrived within 30 days of the indicative delivery date, and for reasons other than force majeure, you may request a refund. For further information, please refer to article 5 of our general terms and conditions.
Where is my order shipped from?
All your orders are shipped from France. All orders are shipped at 3 pm, French time.
In which country can I place an order and be delivered?
You can place an order and be delivered to any country in the world, except North Korea and Russia.
My delivery arrived damaged, what to do?
The CÔTOYER team is vigilant and gives special care to the packages shipped. We keep photographic proof of the condition of each package before shipment. If you notice any damage, that is to say the shipping carton tape is torn, or the shipping carton is open and/or with large holes and/or damaged, please notify your DHL delivery person, and take photos (and if possible videos), and contact us at contact@cotoyer.fr
Is my delivery ecological?
Yes. All your orders are shipped in an environmentally friendly way with DHL’s GO GREEN offer which guarantees the use of carbon neutral fuels. Also, for trucks, the last few kilometres are done with electric trucks.
More informations on DHL website.
Are returns chargeable?
Returns are free only for metropolitan France and the European Union. We will provide you with a DHL return slip, only in this condition. For all other countries, you will be charged the shipping costs for the return, as well as any related taxes or customs fees. In any case, you are responsible for the proper delivery of your return package. The return costs also apply in case of exchange, outside metropolitan France and the European Union.
How and under what conditions can I exchange or return an item?
If you want to return a package, it must be in new condition, not worn. All parts of the package must be intact, that is the unopened certificate of authenticity, the Furoshiki fabric properly packed and not soiled or damaged, and the box in a new condition as well. The cardboard and paper for the upholstery of the articles must also be present.
You can contact us at contact@cotoyer.fr specifying in reason, return, or exchange as well as your order number. Photos will be requested before any return to guarantee the integrity of the package and validate your return. You will be asked for a photo of the product below to certify that it has not been worn outdoors, a photo of the product in its entirety, and a photo of the entire packaging.
Once your return is accepted you will be refunded within a maximum of 30 days and informed of the refund, and can place a new order with the correct reference (size and color).
How long do I have to return or exchange an item?
You have 14 days from the date of receipt of your package, the date of signature with DHL being decisive. After this 14-day period you will not be able to return your item.
How long will it take to get my money back?
You will be refunded within 30 days of your payment method being used.
How do I exercise my right of withdrawal?
You can contact us at contact@cotoyer.fr . More information in article 7 of the general sales conditions.
Do I need to create a customer account to place an order?
This is highly recommended, but you are not obliged.
How do I track my order?
You can track your order in the dedicated area of your account, with emails that alert you about the status of your order, as well as with DHL tracking emails.
I have changed my mind and want to cancel my order. What should I do?
Once an order has been confirmed, it is processed automatically and cannot be canceled.
Can I add or remove items from my order?
No, this is not possible. You can however place a new order.
What are the benefits of creating a customer account?
Creating an account allows you to track the status of your orders, deliveries and returns in progress, and order history, and return an order more easily. The account does not give any other promotional benefits (discounts, offers etc.).
Can I place an order for someone else?
Yes. You can order and have it delivered to another person, either to receive the package yourself at a trusted person’s place of delivery or to offer the order to a close friend. You will be able to choose a billing address in your name if applicable. In case of return, the person specified on the billing address is responsible for the return process and is responsible for the return in good order for any exchange or refund, and must comply with the return conditions.
What if my item is defective?
The Côtoyer team is vigilant and attentive to each package preparation. However, if after receiving and opening your package you have noticed a defect on one or several of your items, please take photos of the defect in question and send them to us by contacting us at contact@cotoyer.fr . For more information on the non-compliance, please refer to the general conditions of sale here
What payment methods do you accept?
We accept: Bank cards (Visa and Mastercard), Paypal in one and 4 times without charge.
Do you offer a payment in installments?
Yes, with Paypal in 4 times without charge.
What currencies are accepted on the site when buying?
All purchases on the website www.cotoyer.fr are due in Euros. In the case of a payment in your country’s currency, the currency conversion fees will be at your expense, with the current conversion rates applied by Paypal or your bank.
How do you certify the authenticity of my items?
Each item has an authenticity number inside and comes with a hand-filled certificate of authenticity signed by a person from the Côtoyer team, as well as an invoice.
How do your shoes fit?
CÔTOYER shoes are slightly large.
What size should I get?
The size guide is available on the dedicated product pages.
In case of half size we advise you to take the size below. You can otherwise use soles or half soles.
Will the material become more flexible with time?
Yes, the material softens very quickly and quickly takes the shape of the foot.
Is it normal for the material to wrinkle?
Yes, it is normal because the material will eventually form the shape of your foot. To reduce natural folds you can opt for a shoe tree, or a boot pull to keep your shoes as much as possible in their original shape.
Can I add a shoe sole or an orthopedic sole to the shoes?
Yes, it is also advisable to add a sole if the shoe lets go of your foot. Similarly, CÔTOYER shoes are compatible with your orthopedic insoles.
Can I sweat in your shoes?
No, sweating remains very limited, the CÔTOYER shoes are made with a breathable material for the outside and an antiperspirant, anti-allergen and anti-bacterial material for the inside.
How do I wear the belt?
You can wear it as an accessory, over a coat, like a dress, high-waisted pants.
Does the shoes and belt material deteriorate?
No, the materials we have selected are resistant and chosen for their durability. Similarly, the material will lose very little, or no color over time.
Is it necessary to polish the materials?
No, the materials we have selected hardly fade over time. They require much less maintenance than animal leather. You can, however, gently apply a clear shoe polish for extra shine.
Does the material fear water?
No, the materials we have selected are waterproof that is to say they are water resistant.
Can the belt buckle rust?
No, it is made of brass and does not rust or oxidize over time.
Does the material have good thermal insulation?
The materials have good thermal insulation, so you don’t get too hot in summer or too cold in winter, however you can put on thicker socks if necessary in winter.
How to clean the materials?
With a slightly damp cloth by gently rubbing on the dirt in question. You can also use a clear wax cream to shine the materials. More information available on the page packaging and care.
How to clean the belt buckle?
With dry cotton cloth to remove the traces of the loop, and if necessary a wet cotton cloth.
Where are your shoes made?
They are manufactured in a family factory in Portugal, on the outskirts of Porto. For more detailed information, please visit our dedicated page.
Where are your belts made?
They are made in a workshop in France in the Périgord region.
How are your shoes and belts environmentally friendly and ethical?
They are made with materials that are respectful of the environment, human and animal and a manufacturing respectful of workers. For more information, visit our page dedicated to artisanal fabrication.
How are your shoes and belts environmentally friendly and ethical?
They are made with materials that are respectful of the environment, human and animal and produced with respect to workers. For more detailed information please visit our dedicated page.
What are the benefits of subscribing to the newsletter?
To be informed, and to follow our progress.
How to unsubscribe from the newsletter?
By unsubscribing, at the bottom of email and click on: unsubscribe.
How do I delete my account or request the deletion of all my personal data?
You can contact us at contact@cotoyer.fr to request the deletion of your personal data or your account.
Do you offer discounts or promotions?
We may occasionally offer promotions. If you want to be notified, you can subscribe to the newsletter.
How can I contact customer service?
By contacting you directly via messaging or calling on Whatsapp at: +33 06 50 93 35 37, by email: contact@cotoyer.fr and on our networks: Instagram and Pinterest.
Where are you distributed?
Online only on www.cotoyer.fr
Is it possible to try your products in a physical location?
No, not at the moment.
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