FAQs

Frequently Asked Questions

#1 Has my order been taken into account?

Upon acceptance of your payment, you will always receive an email confirming your payment. If you don't receive it, please check your junk mail. Otherwise, you can contact our customer service at this e-mail address: hello@cuissedegrenouille.com who will help you.

#2 Do I have to create an account to order from Cuisse de Grenouille?

To order on our Cuisse de Grenouille e-shop, you must create an account. This will help you track the progress of your order and your history.

#3 I still haven't received my order, is that normal?

Our orders are dispatched within 2 working days maximum if you have chosen delivery by Colissimo. We offer several delivery methods. There may be an additional delay in the event of a pre-order or in the event of exceptional promotional operations (sales, black Friday, private sales, clearance sale, etc.). In this case, it takes 3 to 4 working days maximum. If you have not received it after one to two weeks, contact our customer service at this e-mail address: hello@cuissedegrenouille.com or on the FACEBOOK or INSTAGRAM of the brand @cuissedegrenouille

#4 Is it possible to modify or cancel my order?

Before shipping your order, you can contact our customer service who can cancel or modify your order depending on what is possible and depending on the availability of the products. Once your order has been dispatched, it is no longer possible to cancel or modify it, but you will be able to return the items to us after receipt.

#5 How do I access my order history?

The history of your orders is listed in your customer account in the "My orders" area. You can find the order reference, date, amount and progress there.

#6 I have a promotional code or an e-gift card, how do I use it?

If you have a promotional code or an e-gift card, you can enter the code in "discount code" in your basket.

#7 What are the delivery methods?

We offer 2 types of shipment for shipments to France:

- Classic delivery via Colissimo signature (2 to 3 working days): €9 (free for all orders over €150)

- Delivery outside FRANCE via Colissimo International with signature and DHL For all orders outside Metropolitan France, we only offer classic delivery which will be more or less expensive depending on the destination address.

#8 How do I change my delivery address?

When your order has still not been shipped, it is possible to change the delivery address by contacting our customer service via hello@cuissedegrenouille.com After the shipment of your order, it is no longer possible to modify the delivery adress.

#9 Is it possible to track my order?

As soon as your order is dispatched, you will receive an e-mail containing a tracking link for your order which will allow you to track your package via the carrier's website.

#10 How can I pay for my purchases?

We offer several possible types of payment: credit card ( Visa, Mastercard, Amex, PayPal, 3x free of charge )

#11 What should I do if my payment was refused via Paypal?

If you made a purchase using PayPal payment and received an email notifying you that there was a payment error. Please contact our customer service at this e-mail address as soon as possible hello@cuissedegrenouille.com and do not place a second order, often your payment has been accepted.

#12 What if I received the wrong item?

If you have received an item that does not correspond to what you ordered, contact our customer service at this e-mail address: hello@cuissedegrenouille.com , we will send you the correct item as soon as possible.

#13 How do I exchange or return an item purchased online?

If you are not completely satisfied with the order you have received, you can return your items to us within 15 days of receiving your order. To do this, simply connect to your Cuisse de Grenouille customer account then: - Go to the "contact us" tab at the bottom of the page - Fill in your surname, first name and e-mail address (with which you made your purchase) and specify your 5-digit order number as well as the items you wish to return to us. - Please also specify whether you would like an exchange or a refund and the reason for your return. (this allows us to constantly improve our products!)

#14 Did you receive the items I returned to you?

When we receive the items you have returned, you will receive an email confirming receipt of your packages at our warehouse. However, you can track the return of your package via the tracking number on the return slip.

#15 I want to be informed of offers, news and promotions from Cuisse de Grenouille. What should I do ?

To be informed of all the offers, news, promotions and clearance sale in preview, you can subscribe to our newsletter at the bottom right of our home page.

#16 In which country can I buy online?

We have the ability to deliver anywhere in the world!

#17 The item I want is sold out, will it be restocked?

We do not make new productions of our collections that are online but there may be customer feedback. We therefore invite you to check regularly if the item you want is back in stock. You can subscribe to the product page of the desired item which will alert you if the product is available again. Moreover, the stock of our e-shop is not the same as our shop, you can contact it at 09 51 27 85 86 or at this address hello@cuissedegrenouille.com to check the availability of a product.

#18 Do you have a size guide?

On each product sheet, you will find the model's size information as well as the measurements of the garment worn. If you hesitate between two sizes, do not hesitate to contact our customer service at this e-mail address hello@cuissedegrenouille.com who will be happy to help you.

#19 Do you have a Cuisse de Grenouille store to try on clothes?

We have a flagship in the Haut Marais in Paris which is located at 5 rue Froissart in the 3rd arrondissement.

#20 Will I be refunded postage if I return an item?

We offer free return shipping to all of our customers but we do not refund postage on the original order unless the item is faulty.

#21 How soon will I be reimbursed?

From the receipt of your package in our warehouse, allow a maximum of 15 days for the refund.

#22 How can I contact customer service?

You can contact customer service by e-mail at hello@cuissedegrenouille.com or on the FACEBOOK and INSTAGRAM of the brand @cuissedegrenouille.