Zadig & Voltaire uses cookies to improve your experience and his services, by analysing browsing on our website.
By continuing to browse, we understand that you accept their use. Learn more about cookies

CUSTOMER SERVICE

1 - CONTACT CUSTOMER SERVICE

2 - HOW TO BUY ?

3 - PAYMENT

4 - DELIVERY

5 - RETURNS

6 - EXCHANGES

7 - GENERAL INFORMATION

8 - TECHNOLOGY

CONTACT CUSTOMER SERVICE

Our customer service is available until 9.30 am to 1 pm and 2 pm to 5.30 pm monday to friday (except public holidays).

Customer Service is reachable at (+33) 01 42 21 89 27 or by Email.

Customer service wil be closed on december 25th, 31th and january 1rst.

HOW TO BUY

1. Choose the section (woman, man, kids...).

2. View the products you are interested in and click on the photograph to zoom in and see every detail, available sizes, composition, and price.

3. Select an item of clothing and add it to your basket. You can then choose to continue shopping or to process order.

4. If you wish to continue shopping, repeat the process but if you wish to process the order, log in. Create an account or identify yourself with your email and password if you already have one.

5. Complete and verify your account, billing address, shipping address.

6. Select a payment method: Visa, Visa Electron, MasterCard, American Express, PayPal...

7. Confirm the order.

8. You will receive an email confirming your order, if you haven’t got it please check your spam.


Pre-Order:
We offer you a pre-order service that lets you order some products before the official launch date on our flagship items collection. The pre-order is limited to 1 product per order. A pre-order is taking into account provide that we have received and processed your shopping bag payment. 

The delivery timeliness (estimated to few weeks) will apply from the moment the pre-order product is available and will be shipped. 
In any case, we make every effort to give you all the information concerning the date of availability.

If your order includes a pre-order item and items already available, the whole order will be ship in the same time (only one delivery) once the pre-ordered product is available. We recommend you to order separately items in stock. Free delivery for all pre-order item, limited to one per order. 

 

The modification or cancellation of the order: the modification or cancellation of an order is not possible if the order is already transmitted to our logistic department. The customer can contact the customer service  by phone +(33)1 42 21 89 27 or by e-mail at the following address SERVICESCLIENTS@ZADIGETVOLTAIRE.COM to check the status of his order.

<h3.PAYMENT

What payment method can I use to make my purchase?

We offer the following payment methods: Visa, MasterCard, American Express and PayPal.


Why might my credit card be refused?

Your credit card may be refused for any of the following reasons:
- The card may have expired. Check that your card is still valid.
- You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
- You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.
- You control a country or a map of a non-authorized.


Can I order Tax-free?

No, as Tax Free only applies to products bought in store and which you transport.

Price calculation out of the European Union?

For French overseas departments and countries out of the European Union prices are caclulated excluding all duties and taxes. You will have to pay local Duties and taxes to the customs to receive your order.

Is it safe to use my credit card on the website?

Yes, the data are transmitted in encrypted form. The system will contact the bank corresponding to the card so as to enable the buyer to authorize the purchase. Following confirmation of the bank, the debit is made. Otherwise, the order will be canceled. On the site, Zadig et Voltaire collection of personal data. These data are necessary for processing the order and may be provided wholly or partly providers Zadig & Voltaire involved in the execution of the order. The customer is informed that these personal data are collected by an agency responsible for the analysis of the controls and the fight against fraud credit card Zadig et Voltaire reserves the right to ask any new client a proof of identity to fight against fraud and ensure deliveries.

DELIVERY

Where can I receive my order?

 

Select the country you want to ship your order to. If you pick a country in a different region than you are currently shopping in, you will be directed to a different site for that country. Unfortunately, it has a separate shopping bag and you will need to re-add any items you currently have in your shopping bag. Sorry for the inconvenience.

 

UNITED STATES

We do not ship to US territories, Hawaii, Alaska, Puerto Rico and to Hotels, PO boxes or APO/FPO adresses.


UNITED KINGDOM


 

EUROPE REGION (ENGLISH LANGUAGE)

 

Austria

Finland

Latvia

Portugal

Belgium

France

Lithuania

Slovakia

Bulgaria

Germany

Luxembourg

Slovenia

Cyprus

Greece

Malta

Spain

Czech Republic

Hungary

Netherlands

Sweden

Denmark

Ireland

Norway

SWITZERLAND

Estonia

Italy

Poland

 

 

EUROPE REGION (FRENCH LANGUAGE)

 

Austria

Finland

Latvia

Portugal

Belgium

France

Lithuania

Slovakia

Bulgaria

Germany

Luxembourg

Slovenia

Cyprus

Greece

Malta

Spain

Czech Republic

Hungary

Netherlands

Sweden

Denmark

Ireland

Norway

Switzerland

Estonia

Italy

Poland

 

OTHER COUNTRIES

 

United Arab Emirates

 

 


Can the delivery country be different from the purchase country?

Yes.


How long will my order take to arrive?


Metropolitan France

Express shipping with UPS (Day+1 for an order done before noon, except Saturday Sunday and french public holidays, depending on Fia-net validation). Please make sure that somebody is there to take delivery of goods and to sign the delivery notice.

Relais Kiala (metropolitan France and Benelux): shipping within 3 to 5 days

 

UK and All Other countries

Standard shipping with UPS : Delivery times are 3 to 5 working days . Please make sure that somebody is there to take delivery of goods and to sign the delivery notice.

 

During special operations or sales, a 72H delay for order treatment need to be added to shipping for all orders ( ESHOP and VIP SHOP), i.e. 3-5 business days for UPS and 7-10 business days for KIALA.

 

 CHRISTMAS :  Guaranteed Christmas delivery for orders placed before December 17th 11:59pm via Kiala and December 21st 11:59pm via UPS.

 

Shipments will resume on 26/12 and 02 January 2013.
- Customer service will be closed 25/12, 31/12 and January 1, We wish you a wonderful holiday season.Shipments will resume on december 26th and January 2nd.

How much do I pay for delivery service?

You can check all the countries bellow:

Metropolitan France, DOM. , United Kingdom, Ireland, Belgium, Netherlands, Spain, Greece, Cyprus, Luxembourg, Finland, Sweden, Denmark, Austria, Italy, Portugal, Germany, Brazil, Switzerland*, Norway, Liechtenstein, Latvia, Lithuania, Czech Republic, Estonia, Slovakia, Slovenia, Hungary, Bulgaria, Monaco, Poland, Malta, United Arab Emirates.


Shipping 

 Paris 

 France* 

 United Kingdom 

 Zone 1 

 Zone 2 

 Zone 3 

 Zone 4 

 Rates

  10 €

   14 €

     Pounds 8

   14 €

   15 €

   30 €

   45 €

*France (outside Paris): metropolitan France, including Monaco and Corsica

*According to Switzerland reglementation, all Fragrances cannot be sent to Switzerland.

Zone 1: Belgium, Netherlands, Spain, Luxembourg, Italy, Germany.
Zone 2: Ireland, Greece, Finland, Sweden, Denmark, Austria, Portugal, Switzerland, Norway, Liechtenstein.
Zone 3: Estonia, Latvia, Lithuania, Czech Republic, Poland, Slovakia, Bulgaria, Hungary, Slovenia, Cyprus, Malta, Romania
Zone 4: DOM , Saudi Arabia, Doubaï.


Zadig & Voltaire didn’t deliver in the territories of the following countries :

- Italy: campione d’Italia, Livigno, Lugano, San marin, Cité du Vatican.
- United Kingdom: Iles Anglo normandes, Gibraltar.
- Spain: Ceuta, Melilla, Canaries, Ténériffe.
- Denmark: Iles Féroé, Groenland.
- Greece: Mont Athos.
- Germany: Ile de Helgoland, Busingen.
- Finland: Iles Aland.

 

The product "My Creation" are delivered by UPS

Kiala rates:

Metropolitan France: 4,50 euros

Benelux: 6 euros

RETURNS

How do I return an item?

Simply follow the return procedure included in your order.
To stipulate if you wish a credit note / exchange or refund. Include a copy of the delivery slip in your parcel (imperative). Contact the person receiving the benefits(provider) of your choice. Check of the conformity of the returned product (new product, unworn, in its original package and with labels) and according to the wishes which you have expressed, we shall communicate with you your credit note and shall remain at your disposal to establish the order of exchange or we will reimburse you on the credit card used for the payment.

Return shipping cost only by UPS & KIALA are offered by Zadig & Voltaire
(Excepted during our specials operations* : Sales, Good Deals & Private Sales). The customer can choose the carrier of his choice, however customer will be responsible for the cost and the safe return of the product. We recommend that customers keep proof of the return, implying a return by registered letter or by any other means which provides a record of the date of delivery. In the case of a return for an exchange by mail we will refund (store credit) the cost of return on a fixed basis (within the limits of a return for a command).  Customers can contact the carrier of their choice by requesting a track and trace option and a counter-signature as proof of receipt and ship the parcel ( No Royal mail) to the Return address. 

Address of return: 
 

ZADIG & VOLTAIRE C/° SC2

RETOURS WEB

Z.A. D’ARVIGNY

104 RUE DENIS PAPIN

77550 MOISSY-CRAMAYEL 
FRANCE 


Countries to which the free return policy applies:

Germany
Benelux
Spain
France
Italy
UK

FIND UPS LOCATIONS


FIND KIALA LOCATIONS

 

Concerning other countries, the amount of return will be deducted from your refund.


How long do I have to return an item?

Returns can be made within 15 working days from date of reception. We have extended our returns policy for the holiday season, orders placed before December 20th can be returned up within 15 additional days.


Do I have to pay anything to return my items?

Return shipping cost only by UPS & KIALA are offered by Zadig & Voltaire (Excepted during our specials operations* : Sales, Good Deals & Private Sales).The customer can choose the carrier of his choice, however customer will be responsible for the cost and the safe return of the product except in cases of defective product or when an error on our part (in a 20 euros limit). In case of an exchange the return will be refund to store credit on a fixed basis (see 5.Exchanges)


Return shipping cost during our specials operations
:
*France : 6€ 
*UK : 9£ 
*Other Countries : 10€ 


How will I receive my refund?

Once the return has been approved, you will receive your refund via the same means used to make your purchase.


When will I receive my refund?

Once the return has been approved (the items have to be in perfect condition and internal labels must be intact) you will receive a confirmation email indicating that the refund will be paid on your credit card within a maximum of 30 days. Remember that payments to your credit card always depend on your bank/building society.


What should I do if the refund amount is incorrect?

Contact our customer service and we will solve the problem as quickly as possible.


Returns from countries outside the European Union?

In case returns shipped from countries outside the European Union, inform the customs services that a return of non-compliant products is involved. The duties and taxes linked to a return can not be supported by Zadig & Voltaire. If you want an exchange, the cost of returning the new article will be free but you will pay the corresponding taxes and duties. Sales taxes and customsclearance can not be reimbursed by Zadig & Voltaire, however depending on your country you can recover these amounts by contacting your local Customs Office.

 

 

 

Zadig & Voltaire reserves the right to reject returns sent or communicated beyond the return period limit, or items which aren’t in the same condition in which they were received.

EXCHANGES 

You can return an item within 15 working days, starting from the day you receive your goods. Those must remain in their original state and package, they should not have been worn and still have their tags on.

To return your order, we offer you the following options: 


 

UPS Point

 Kiala  Point

By You

Step 1

Go to the section « My Account », select « My orders » then click on « Return a product » 

Please specify your wish : exchange, voucher or refund

(In the case of an exchange, please provide us with the desired color and size in the comment section)

Step 2

Print all return documents,
the return slip as well as the pre-paid label

Print the return slip

Step 3

Place the return slip in the package and stick the

pre-paid label on it

Place your return slip in the package

Step 4

Drop-off your package to the UPS or Kiala point of your choice (click on FAQ’S and on n°5-RETURNS to locate the drop-off points)

In view of your liability regarding the proof of return and potential risks, we strongly advise you to return your package in the most secure way possible with tracking option and drop-off with signature (without recorded delivery with acknowledgement of receipt-no Royal Mail)

Shipping address

 

ZADIG & VOLTAIRE C/° SC2
RETOUR WEB
Z.A D'ARVIGNY
104 RUE DENIS PAPIN
77 550 MOISSY-CRAMAYEL
France

Fees

Offered*

At your expenses

Concerned countries

France, Germany, UK, Spain, Italy and Benelux

France, Benelux

All 

In the case of manufacturing defect or mistake from us, please kindly contact our customer service by e-mail on customerservice@zadigetvoltaire.com or by phone at 00 33 (0) 1 42 21 89 27 (Monday to Friday from 9:30 am to 1:00pm and from 2:00pm to 5:30pm, French hours)

*Excepting “Sale”, “Good deals” and “Final sale”. In the case of returns shipped from countries outside European Union, please inform Customs Services that a return of “non-compliant product” is involved. The duty and tax related to this return cannot be supported by Z&V however you can recover these amounts by contacting your country local Customs Office

GENERAL INFORMATION

In which countries is it possible to shop online?

You can shop online in all thoses countries: Metropolitan France, DOM. , United Kingdom, Irland, Belgium, Netherlands, Spain, Greece, Cyprus, Luxembourg, Finland, Sweden, Denmark, Austria, Italy, Portugal, Germany, Brazil, Switzerland, Norway, Liechtenstein, Latvia, Lithuania, Czech Republic, Estonia, Slovakia, Slovenia, Hungary, Bulgaria, Monaco, Poland, Malta, United Arab Emirates.

Province : Monaco et Corsica included Royaume Uni.

Zone 1 : Belgium, Netherlands, Spain, Luxembourg, Italy, Germany.
Zone 2 : Irland, Greece, Finland, Sweden, Denmark, Austria, Portugal, Switzerland, Norway, Liechtenstein.
Zone 3 : Estonia, Latvia, Lithuania, Czech Republic, Poland, Slovakia, Bulgaria, Hungary, Slovenia, Cyprus, Malta.
Zone 4 : DOM , Saudi Arabia, Doubaï.


Zadig & Voltaire didn’t deliver in the territories of the following countries :

Italie : campione d’Italia, Livigno, Lugano, San marin, Cité du Vatican.
Royaume Uni : Iles Anglo normandes, Gibraltar.
Espagne : Ceuta, Melilla, Canaries, Ténériffe.
Danemark : Iles Féroé, Groenland.
Grèce : Mont Athos.
Allemagne : Ile de Helgoland, Busingen.
Finlande : Iles Aland.


How many languages is it possible to browse in?

French, English and German.


The currency 

The prices are in Euros for all the countries except UK or the prices are in Livres Sterling. Orders shipped outside the European Union will be billed out of taxes.


Are out-of-stock items restocked?

If an item is out of stock, we will try to restock it as soon as possible. If no stock is available, it will be removed from the website.


Is it possible to receive periodic information via email about Zadig & Voltaire's latest new products and offers?

Yes. You need to enter your e.mail address in the field indicates (footer of every page and under NEWSLETTER).

 

Can I cancel my Zadig & Voltaire Newsletter subscription?

In the last newsletter received you can unscribe easily by clicking below on any “UNSCRIBE”.


How do I recover my forgotten password?

You can create a new one in my account. You’ll receive an email with your new password, if you don’t receive thank you to check your spam.


How can I be sure that I've made my purchase correctly?

Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our customer service.


Can I remove items from my order?

Yes. You can delete any unwanted items from your shopping bag as long as the order hasn’t been processed yet.


Can I cancel my order?

The treatment of your order is a priority for us. If your order is already being processed by our logistic we won't be able to make any change or to cancel it. Please contact our customer service to check the status of your order.


What should I do if I receive a faulty item?

If you receive an item with a defect, please contact our customer service.


What should I do if I receive an incorrect item?

If you receive an item you don’t order, please contact our customer service.

TECHNOLOGY

Which internet browsers should I use to view the Zadig & Voltaire web page correctly?

The web page is optimized for viewing in Microsoft Internet Explorer 7 or above, Mozilla Firefox 3.5 or above, Google Chrome 6 and Safari 5 or above. You can install the latest versions of each browser via the following links:


Microsoft Internet Explorer
Mozilla Firefox
Google Chrome
Safari