Frequently Asked Questions (FAQ)

If you have not yet received an email confirming the shipment of your order, it means that your order is currently being processed by our logistics service. Upon shipment, an email containing the tracking number of the package will be sent to you by our partner Socolissimo, La Poste. You can also find the link and the tracking number of the package in your customer area, under the "Order" tab.

If the product is marked as "In stock (shipped within 48 hours)", it means that it is physically present in our warehouse and will be shipped the same day or the day after your order.

If the item indicates "Available (shipped within 2 to 5 days)", it means that the products are ordered from the brands and that the logistics process takes between 2 and 5 days. This period may be extended by 3 to 4 days depending on the complications encountered during restocking.

After this period of approximately twelve business days, we invite you to contact us at the following address: serviceclients@mesdessous.fr.

First, check that your order has not been shipped yet.

We invite you to contact us by providing the reference of the product you wish to modify and the size you want.

We will get back to you to confirm the modification of your order. This change will only be visible on your delivery slip.

However, if your order has already been shipped:

We no longer have control over the content of your order once it has been handed over to the delivery service.

We invite you to refer to the question "How to make a return?" in order to exchange the product for the desired size through the credit note that will be generated for you.

When your order is validated, you will receive a confirmation email containing the following details: order number, total amount, order contents, payment method, delivery and billing addresses, etc.

You can also check the history of all your orders in your client account, under the "Order History and Details" section.

If you receive an email from us regarding product(s) still in your cart even though your order has been validated and confirmed via email, we kindly ask you to disregard this automatic email.

1. Use the search bar: At the top of the site, above the menu, there is a "Search" field. Enter keywords such as:

   • The brand of the item
   • The type of product (for example, bra)
   • The color

2. Use the filters on the left column: Depending on the selected category, different filters are available to refine your search. You can filter by:

   • Brand
   • Price
   • Color
   • Size

1. Select the items of your choice by adding them to your cart and choosing your size.

2. Once your cart is complete, click on "Confirm my order."

3. Create an account or log in if you already have one.

4. Choose your delivery method.

5. If you have a promo code or a credit note, simply enter it in the box "Do you have a credit note/promo code?"

6. Select your payment method.

7. Make the payment on a secure interface (Bank, PayPal). For payments by check, the details will be provided when you select this payment method.

The possible reasons are as follows:

• You may have entered an incorrect card number, expiration date, or security code.

• The payment page has expired because the validation code (secure code) was not entered within the allotted time.

• Your card was declined because the associated account does not have sufficient funds.

If the problem persists, you can try other payment methods:

• By bank check (available only in France).

• By PayPal: PayPal account and credit cards.

If you prefer not to use these options, you can contact us by email at the following address: serviceclients@mesdessous.fr, providing us with screenshots of the issue encountered.

Absolutely, the payment is fully secure!

Payments by credit card on our stores are completely secure and guaranteed by Crédit Agricole and PayPal.

The data transmitted to these partners is fully encrypted via SSL protocol, a recognized and widely used technology. None of your banking information is stored on our servers, which means we never have access to it.

• By credit card: Visa, MasterCard, Carte Bleue
• By bank check: only in France
• By PayPal: PayPal account and credit cards

Paying for your order with PayPal incurs no additional fees.

Payment in 2, 3, or 4 installments without fees by credit card

You can pay for your purchases in 2, 3, or 4 installments without fees by credit card starting from €150.00 of purchase.

If you have not yet received an email confirming the shipment of your order, this means that your order is still being processed by our logistics department.

Once it is shipped, you will receive an email containing the tracking number for the package from our partner Socolissimo, La Poste. You can also find the link and tracking number for your package in your customer account.

Metropolitan France, Corsica, Monaco, and Belgium:

• Free shipping for orders over €69.
• Flat fee of €3.90 excluding VAT per order for delivery to a pick-up point.
• Flat fee of €4.10 excluding VAT per order for home delivery.

Overseas France:

• From €0 to €150: €20 shipping fee.
• Above €150: Free.

European Union Zone 1 (Germany, Austria, Spain, Italy, Netherlands, Poland, Portugal)

• From €0 to €150: €7 shipping fee.
• Above €150: Free.

European Union Zone 2 (Andorra, Croatia, Denmark, Estonia, Finland, Gibraltar, Greece, Grenada, Hungary, Ireland, Jersey, Latvia, Liechtenstein, Lithuania, Malta, Czech Republic, Romania, United Kingdom, San Marino, Vatican City, Slovakia, Slovenia, Sweden, Switzerland)

• From €0 to €150: €14 shipping fee.
• Above €150: Free.

European Union Zone 3 (Albania, Armenia, Azerbaijan, Belarus, Bosnia and Herzegovina, Bulgaria, Cyprus, Georgia, Iceland, North Macedonia, Moldova, Montenegro, Norway, Serbia, Turkey, Ukraine)

• From €0 to €200: €20 shipping fee.
• Above €200: Free.

International outside the European Union (Canada, USA, Australia, Japan, China...)

• From €0 to €250: €25 shipping fee.
• Above €250: Free.

Items purchased on mesdessous.fr can be exchanged or refunded within 30 days.

Only unworn, undamaged items that are still tagged and in their original packaging (box, pouch, etc.) will be accepted. Items not meeting these conditions and without tags will be refused. Items sold in sets must be returned in their entirety.

To have your return processed, please include a copy of the invoice or return slip. Without specific instructions from you, a credit note will be automatically issued. If you prefer a refund, please indicate this clearly on the return document. In this case, if you used the return label, an amount of €6 will be deducted from the refund for return shipping costs.

Damaged items not reported upon delivery will be refused.

For returns made at your own expense, please keep the Post receipt. mesdessous.fr is not responsible for any loss or damage occurring during transport.

A return is possible with a return label (provided by mesdessous.fr) or without a return label (at your own expense).

You can easily request a return from your customer account.

To do this, log in to your customer account and go to the "Order History and Details" section. Select the order containing the items to be returned. At the bottom of the page, check the box next to each item you wish to return. Indicate the reason for your return, then click "Generate your return."

You will receive a return label by email from La Poste customer service within 24 working hours following your request. We only provide return labels for metropolitan France and Belgium.

For returns without a prepaid label or outside of these two geographical areas, simply send your items to the address below, including the invoice:

SARL ESPRIT GRENADINE
14 Rue Gustave Eiffel
91230 Montgeron
France

Free Return:

If you choose a free return, a full refund of the returned products will be made in the form of a credit note within 7 days after receiving your package. This code, valid for 2 years, can be used for an exchange or to place a new order.

Paid Return:

If you prefer a refund to your payment method (credit card, check, PayPal), we provide you with a prepaid return label to print and attach to your package. However, a fee of €6 will be deducted from your refund to cover return shipping costs. You also have the option to return the items at your own expense; in this case, you will be fully refunded.
For returns of orders placed outside of metropolitan France, return shipping costs are the responsibility of the customer.

Within a maximum of 7 days after receiving and verifying the condition of your items, you will receive a refund via the method you selected during your online return request (credit note or refund).

The refunded amount will correspond to the total indicated on the order slip for the returned items, adjusted if necessary based on any coupons and discount vouchers whose terms of use are no longer met.

Despite our carefulness in preparing orders and our strict quality control before shipping your order, it is exceptionally possible that an item may have a quality defect or may have been damaged during transit.

Report the issue immediately upon receipt to the following address: Serviceclients@mesdessous.fr, attaching a photo of the product to your complaint. The product will be forwarded to the brand. The processing time for your complaint is 30 days, after which we will get back to you to inform you of the conclusion.

The return procedure will then be communicated to you. Any damaged product not reported by email upon receipt will be refused by mesdessous.fr.

If you wish to make a return at your own expense, the address to provide is as follows:

SARL ESPRIT GRENADINE
14 Rue Gustave Eiffel
91230 Montgeron
France

You have a period of 30 days from the receipt of your order to return one or more product(s) to us.

Credit notes are accounting documents that serve as proof of a refund.

Credit codes, on the other hand, are available in the "Discount Coupons" section of your customer account. They all start with the letter V. They allow you to deduct the amount of a return from a future order by entering it in the "Do you have a credit/promo code?" field.

1. Add your items to your cart.
2. Click on "Checkout."
3. In the box on the right side of your screen, you will find the following message: "Do you have a credit/promo code?"
4. Click on this message. A field will appear below, where you can enter your promotional code or credit code.

Promo codes are subject to certain conditions:

• Each promo code can only be used once. You may have already used it for a previous order.
• The total of your order must exceed the minimum amount required indicated on the promo code.
• Check that the promo code is still valid, as it often has a limited duration.
• Make sure to enter the code correctly, respecting uppercase letters. To avoid errors, copy and paste the code directly into the designated field, ensuring you do not include any extra spaces.

• Your credit codes are valid for 2 years.
• Following the processing of your return, a credit is generated. This credit is an accounting document that can result in either a refund (made to your initial payment method) or a credit code, available in the "Discount Coupons" section of your customer account. These codes all start with the letter V.
• Credit codes can be combined with other discount vouchers.
• When using a credit code, if the amount of your order is less than that of the code, a new credit code is generated in your customer account.

1. Go to the login/signup tab located at the top right of our website.
2. Click on "Create your account," fill in the required information, and then confirm by clicking the "Register" button.

And there you go, your customer account is successfully registered. Welcome aboard!

If you have forgotten your password, simply click on "Forgot password?" on the login page.

You will need to enter your email address and then click on "Send reset link." You will receive an email allowing you to reset your password. Can't find the email? Be sure to check your junk or spam folders.

If you want to change your personal information, go to your account on Mesdessous.fr, then click on Information.

You will be able to modify:

• Your personal information (Last name, First name, Phone)
• Your login information (Email address, Password)