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Officine Générale

FAQ

ORDERS

Can I cancel my order? 

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.

Can I modify my order?

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

How long does it take to prepare my order ?

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. 

Delivery

My parcel has been returned to sender. How do I proceed ?

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.  

Can I change my delivery method after placing an order ?

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

Can I change my delivery method after placing an order ?

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

How long does it take to collect my order in store? 

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.

RETURNS AND REFUNDS

How do I return my order ? 

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 prepaid return label.
  5. Print the return label and stick it on the box. Drop off the parcel.

What are the return conditions?  

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. 

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. 

Can items purchased online be returned in-store?

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.

I made an in-store purchase and would like to return it. How do I get my moneyback ? 

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.

I purchased an item online and want to return it. How do I get my money back?

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.  

How long does it take to get my money back?

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

Products

I'd like to check the availability of an item. What should I do? 

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. 

The item I'm interested in is out of stock. When will it be available?  

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.

I've just received my order and one of the items is damaged. What should I do?  

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.

I just received my order, but one or more items are missing. What should I do?  

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.

Alteration services

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.

In-store reservation

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).

Can I pay in instalments ?

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. 

The Alma payment solution is available in the following countries : France, Spain, Germany, Italy, Netherlands, Portugal, Belgium, Luxembourg, Austria, Ireland.

Where can I consult my payment schedules ?

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

What are the refund terms and conditions?

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.

What are the repayment times? 

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

Can't find the answer to your question?

Contact us

Assistance

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FREE SHIPPING

Free standard shipping above 350$ in 4-5 business days

TAXE & DUTY

All taxes are included no additionnal charges upon delivery

Customer Service

+33 (0)1 85 09 64 42 eshop@officinegenerale.com.