FREQUENTLY ASKED QUESTIONS 

ACCOUNT

I dont remember my login or password. Can you help?

Your login is your email address. To retrieve your password, please click on the « Account » button on the homepage and « Forgot your password », we will help you reset your password.

How do I modify personal information?

Log in the « Account » section, then click on the « Edit your details and password » or « Edit » your billing and delivery address.

How can I unsubscribe to the newsletter?

You can simply click on the « unsubscribe » button at the bottom of the newsletter.

DELIVERY

Can you send orders internationally?

We ship to France, all over Continental Europe, Northern Africa and Turkey. We are not able to deliver items to hotels, camping grounds, or PO boxes.

We can ship to any other countries, please contact us at hello@canopea-paris.com

When will I receive my package?

All orders are ensured by Colissimo (La Poste) and partners.
Orders are processed in house within 48 working hours.

Delivery time differs with each destination and can take from 2 to 9 working days.

Where is my order?

All deliveries have a tracking number issued by Colissimo / La Poste. All packages require a signature upon reception. If you are not at home at the time of delivery, your parcel will wait for you at your local postal office, after which it will be returned to us. If in doubt, please contact us.

How is my order packed ?

Your order is packed in silk paper and sent in a secure opaque white envelope. Wrapping is kept as light as possible in order to reduce shipping costs. Parcels are also made anonymous in order to avoid potential theft.

What if my order is wrong ?

Please contact us by email at hello@canopea-paris.com as soon as possible so that we can look into it.

RETURNS

How can I return an item?

First, please send us an email to let us know of your decision, including the invoice number, description of the products he wishes to return and the reason for this return.

Once we validate the return, we will send you a form, which you need to send along with the item(s) packed in their original packaging with the label attached to the address provided. Please bear in mind that returning costs are at your charge.

What articles can be returned?

Only new, unworn, unwashed items will be refunded or exchanged. They must be intact and in their original packaging. Any item showing signs of damage or incompletion will not be refunded nor exchanged.

How much time do I have to return an item?

You legally have fourteen (14) days upon reception to change your mind on a purchased item and ask for a refund.

After you have informed us and your request has been validated, you will then have seven (7) days to return it.

Please follow the process listed in the question above by sending us an email first. After that delay, you may not be reimbursed.

What happens once I have returned an item?

Once we receive the item and confirm its return, you will receive a notification email. We will then reimburse you within fourteen (14) days.

If you wish an item in a different size, design or colour, please make place another order on the website.

PAYMENT

How long is my cart available for?

Once your items are in your cart, you will have 60 minutes to complete your purchase. After that delay, your items will be released.

What payments do you accept?

We accept credit card payment via Paypal or bank transfer. If you choose bank transfer, please note that your items will remain on hold for 5 working days and will only be shipped once payment has been received.

CONFIDENTIALITY

Do you stock my bank information?

Your credit/ debit card information is stored by your financial provider via their secure server. We do not keep information after transactions have been made.

What do you do with my personal information?

All information, including password and delivery address, is strictly personal and confidential. We will only use them for processing purchases. You are entitled to access, modify or permanently delete any personal information.