Frequently Asked Questions
PRODUCT AND STOCK
How do I choose my size?
Our shoes are expressed in French sizing. The size chart available on each product sheet will guide you in choosing the right size.
If you need more specific advice, please contact our Customer Care. We are at your disposal to advise you in the choice of a size or for any question regarding a style.
You can also try our shoes in our shops and order later on our e-shop.
Is the color true to the product?
We carefully photograph our products in order to give the most accurate representation. However, we cannot guarantee that the colors shown on our website will be precisely the same as those displayed on your screen. The color presentation may vary based on the color calibration of your screen.
Which materials are used?
The composition of our shoes is always indicated in the description in each product sheet. Currently we do not have vegan shoes.
What to do if the product is defective?
We carry out a careful quality control for all of our product. If you should find a defect on any of your items, please contact our Customer Care as soon as possible noting the order number and item. In accordance with the provisions of Article 6 of the General Conditions of Sale, please provide the verification elements of the claim, such as photos.
Is the product available in stores?
Most of our product is available in our boutiques, with the exception of product marked ‘exclusively available online’. You can check the availability of the product in our boutiques by contacting us via the "Contact us" button available on each product page.
Are you going to receive other sizes?
Due to the artisanal quality of our product, we produce only limited quantities. It is possible, however, that a model will be made available again in the event of a customer return or restocking. You can contact Customer Care if you are interested in a specific model and we will do our best to fulfill your request.
Which Clergerie boutique is the nearest to me?
You can find your nearest Clergerie boutique on the ‘Store locator’ page.
Why can pricing differ from other websites?
The selling prices indicated on our website are aligned with our own retail boutiques and are the suggested selling prices to our wholesale partners. However, our partners are free to set their own pricing policy.
ORDER
What are the accepted forms of payment for the website?
We accept Visa, Mastercard, Amex as well as PayPal.
Is it possible to modify, cancel or to change the delivery address on an order?
Any confirmed order cannot be canceled or exchanged but you may return the item(s) for a refund within the 14 day return period. Details of the return procedure can be found in the "Deliveries and Returns" section. All returns are free of charge.
My cart emptied and the products are no longer available, how can I order them?
Clergerie shoes are produced in limited quantities. Therefore, it is possible that some sizes or styles no longer available on our website are still available in our boutiques. Please contact us via the "Contact us" button available located on each product page and our Customer Care associates will do their best to locate the item. Typically once product is no longer displayed on our site, it is no longer available in our network. However, you can contact Customer Care for recommendations for similar product.
My payment was declined. How can I proceed with my order?
Your payment may have been declined for multiple reasons. Please verify your bank details and then retry your payment method or use an alternative method if possible. If you continue to have issues, please contact our Customer Care, who will assist you with your order.
Do you have a loyalty program?
This service is not available on our website yet.
SHIPMENT
How will my order be packed?
Your order is delivered in a box which contains a shoe box for each pair ordered.
Can the products be delivered on the same day of the order?
This service is not available on our website yet.
Do you ship anywhere in the world?
We currently ship within the European Union (Euro zone), the United Kingdom and the United States. The detailed list of delivery areas is available on the "Deliveries and Returns".
What is the delivery time for my order?
Ground orders are normally delivered within 3-5 business days from order confirmation. For example, any order placed before 12 pm will be processed on the same day, while any order placed on Friday after 2pm will be processed the following Monday morning. Delivery times do not take into account possible delays caused by force majeure.
Is it possible to pick up the order at a Clergerie boutique?
This service is not available on our website yet.
Is it possible to offer an order as gift?
You may place a gift order by noting a separate shipping address for the gift recipient at check out.
Package delivery: which are the shipping options?
All shipping within the USA is made through Federal Express. Ground shipping is free on any orders $200 or more and $10 for orders $199 or less. You can select a fast rate of shipping for an additional fee at checkout. FedEx 2-Day is $20 and FedEx Overnight is $35.
My delivery was delayed
Ground deliveries are estimated to arrive in 3-5 business days from confirmation, excluding public holidays. For example, an order placed on Friday after 2pm will be processed on Monday morning. If you selected an expedited shipping method and your delivery is delayed please contact Customer Care to open an inquiry with the carrier.
What is the procedure if my package has been lost? (The package status is "delivered" according to the carrier but I haven’t received it)
In accordance with the provisions of Article 6 of the General Conditions of Sale, please provide a verification of your claim through Customer Care
What do I do if I received the wrong item [size, color, etc. error]?
If you received the wrong item, please contact the Customer Care as soon as possible noting your order number and the item(s) concerned. We ask you to provide photos of the issue as well.
What do I do if I received a faulty or damaged item in my order?
If you have received a defective item, please contact the Customer Care as soon as possible indicating your order number and the item concerned. We ask you to provide photos of the item as well.
RETURNS AND EXCHANGES
Is it possible to return my item(s) at a Clergerie boutique?
Boutique returns are not available at this time. Any order placed through our website must be returned to the website within 14 days of receipt. All returns are free and a return label is provided in every parcel.
Can I exchange an item in my order?
We do not offer this service at the moment. To exchange a product, you must return the item for a refund and order a new one.
Where do I return my order?
We offer free returns and a return label is included in your package. In case the label is missing or lost, please contact our Customer Care.
In how many days should the package be returned?
You have up to 14 days from receipt to return your order.
What are the necessary documents?
We invite you to consult the return procedure in "Deliveries and Returns" page.
SECURED PAYMENT
Is the online payment secure?
The payment is handled by the provider Adyen, a secure online payment portal that encrypts credit card information in a secure environment. For PayPal payments, payment is secured directly through PayPal.
A code is asked for during the payment, what should I do?
To enhance the security of transactions, any payment made on our site is submitted to 3D Secure confirmation. This confirms that you are the holder of the credit card used for the payment. Depending on the settings of your bank, you will be asked to confirm a code sent by SMS or email.