#1 Has my order been taken into account?
As soon as your payment has been accepted, you will always receive an email confirming your order. If you don’t receive it, please check your spam. If not, don’t hesitate to contact our customer suppport at +33 1 83 56 01 20 who will help you.
#2 Do I need to create an account to order from Cuisse de Grenouille?
To order on our e-shop Cuisse de Grenouille, you must create an account. This will allow you to track the status of your order and your history.
#3 I still haven't received my order, is that normal?
Our orders are shipped within 2 working days maximum except in case of pre-order or exceptional promotional operations (sales, black Friday, private sales, sales, etc.) In this case, it takes a maximum of 3 to 4 working days. If you have not received after two weeks, please contact our customer service at +33 1 83 56 01 20.
#4 Is it possible to modify or cancel my order?
Before shipping your order, you can call our customer service who will be able to cancel or modify your order depending on what can be done and the availability of the products. Once your order has been shipped, 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 can 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 status.
#6 I have a promotional code or gift card, how do I use it?
If you have a promotional code or an e-card, you can enter the code in "Vouchers" in your shopping cart.
#7 What are the delivery methods?
For all orders outside Metropolitan France, we only offer a classic delivery which will be more or less expensive depending on the destination address.
#8 How do I change my delivery address?
If your order has still not been shipped, it is possible to change the delivery address by contacting our customer service at +33 1 83 56 01 20 or via firstname.lastname@example.org. After your order has been shipped, it is no longer possible to change the delivery address.
#9 Is it possible to track my order?
As soon as your order is shipped, you will receive an e-mail containing a link to track your order that will allow you to track your package via the carrier's website.
#10 How can I pay for my purchases?
We offer you 2 types of payment options: credit card (Visa, MasterCard, American Express) or payment via PayPal.
#11 What if my payment has been refused via Paypal?
If you made a purchase via PayPal payment and received an email informing you that there was a payment error, please contact our customer service at +33 1 83 56 01 20 as soon as possible and do not place a second order, very 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 on +33 1 83 56 01 20, we will send you the right item as soon as possible.
#13 How to 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 and then:
- Go to "History & details of my orders" - In front of the corresponding order, click on "Details”
- On the page, select it or the products to return (small square on the left of the item to be checked) then scroll down and click on "Generate a return" - Indicate the reason for your return (size too large/too small, cut, materials)
- Click again on "Generate a return"
- You can track the status on your account in "My returns"
#15 Did you receive the items I returned to you?
When we receive the items you have returned, you will receive an email confirming that your parcels have been received at our warehouse. However, you can track the return of your package via the tracking number on the return slip.
#16 I want to be informed about offers, news, promotions of Cuisse de Grenouille. What should I do?
To be informed of all the offers, news, promotions and discounts in advance, you can subscribe to our newsletter at the top left of our homepage.
#17 In which country can I buy online?
We have the possibility to deliver worldwide!
#18 The item I want is out of stock, will it be restocked?
We never make new productions of our collections that are online but there may be customer feedback. We therefore invite you to check regularly to see if the item you want is back in stock. We will soon set up a "stock alert" tab that 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 her on +33 9 51 27 85 86 to check the availability of a product.
#19 Do you have a size guide?
On each product sheet, you will find a size guide just below the "Add to Cart" tab.
#20 Do you have a Cuisse de Grenouille store to try clothes?
We have a flagship in the Haut Marais in Paris which is located at 5 rue Froissart in the 3rd arrondissement.
#21 Will I be reimbursed for shipping costs if I return an item?
We offer the return shipping costs to all our customers but we do not refund the shipping costs of the initial order unless the item has a defect.
#22 How long will it take to get my refund?
As from the reception of your parcel in our warehouse, allow a maximum of 15 days for the refund.
#23 How can I contact customer service?
You can contact customer service by e-mail at email@example.com or at +33 1 83 56 01 20.