FAQ STAND-PRIVE

 

Returns & Refunds
 

  • I would like to return one or more items

You have 14 days to request a return from the date your order is received.

How to proceed: log in to your customer account.

  1. Go to "My account/My returns" and click on the order reference number. Several tick boxes will appear.
  2. Tick the item(s) you wish to return, specifying the reasons for return. Click on "Generate a return".Your return request will be processed.
  3. Once the return has been generated, we will email you a return form to place inside your package. This form can also be downloaded as a PDF from your customer account.
  4. To take advantage of our free returns service, go to your customer account and download the Chronopost label. (Returns sent via La Poste are at your own expense)
  5. Next, simply go to the Chronopost collection point of your choice (listed on the tear-off part on your returns label)

All returns from Spain and Italy are at the customer's expense, regardless of the postal service chosen.
 

  • Return conditions

All items must be returned in their original condition and packaging. They must not have been worn* or washed.

Items tried on for size are not considered as worn. We reserve the right to refuse a return due to hygiene reasons or damage.

Underwear, swimwear, earrings and tights cannot be returned or exchanged.

Reasons for refusal: worn and/or washed items, damaged items.
 

  • How will my refund be processed?

Refunds are processed within 3 to 5 working days of confirmation being sent to you. The funds are returned to the account used to pay for your order via bank transfer. Refunds for payments placed via PayPal are immediately returned to your account.
 

  • Have you received my return package?

We strongly recommend asking the drop-off point to stamp your return receipt (you can also make a note of the "tracking number" on the return label if using the Chronopost service - returns via Chronopost usually begin with XY). Simply visit the carrier's website and enter the tracking number in the "Track my package" field to check the delivery status of your return.

If you are returning your parcel via Colissimo, please refer to the return receipt provided.
 

  • Can I exchange an item if it doesn't fit?

All returned items will be refunded. We do not offer an exchange service, except in special circumstances (wrong or damaged item sent).
 

  • My package has been returned to sender

The carrier was most likely unable to deliver your parcel (perhaps because of an error in your address or because they were unable to access your home), or the time limit for delivery to a collection point was exceeded.

If your tracking indicates that your package was returned to us, we will process a refund once your package has been returned to our premises.

We can also resend your package to you free of charge.

If you do not confirm how you wish to proceed, your order will be automatically refunded 10 days after it has been returned to our premises.
 

  • Making a claim

To make a claim, go to the "CONTACT US" section in your customer account. Please provide your order number so we can speed up your request.

OR

Make a claim by email to the following address: contact@stand-prive.com

Our advisors are also available by phone from Monday to Friday, 10 a.m. to 1 p.m. and from 2 p.m. to 6 p.m.



 



 

Orders

  • I have not received an order confirmation email

The following checks should resolve the problem:

  1. Check your "Junk mail" folder
  2. Log in to your account and check the email address you used to create an account on our site. If there is an error, you can correct it.
  3. Go to "My Orders" in your customer account and check that your order has been placed successfully.

If you still can't find the confirmation email, please contact our customer service team who will do their best to help you.
 

  • Cancelling/changing an order or item after your order has been confirmed

Did you order the wrong item? Have you changed your mind? No problem!

Contact our customer service team by phone, email or messenger to inform them of the changes you wish to make. Please note that you may only request to remove an item or change the size or colour. We are strictly unable to swap items for different styles once your order has been placed.

You can request to cancel your order or change the size/colour of an item if it has not yet been picked. You cannot request to cancel or change your order once the status is marked as "Preparation in progress" However, once you have received your order you have 14 days to submit a return request, then one month to send it back to us free of charge via Chronopost from France, Belgium and Luxembourg.
 

  • Why was my order cancelled?

If you have placed an order and received an order cancellation email from us, please accept our apologies! Occasionally we may be required to cancel your order due to a lack of stock in our warehouse when picking your order. You will receive an email informing you of this and a refund will be processed to the same payment method used for the initial transaction. Refunds can take up to 7 days to process: this time frame is set by banking providers and unfortunately cannot be speeded up.

We may also cancel your order if you have placed duplicate orders. In this case, we proceed by cancelling one of your duplicate orders wherever possible.
 

  • An item is missing from my order

We dispatch your orders in a single shipment. If a product is missing from your package, first make sure that it has not been refunded before shipping (which may happen if an item is out of stock when your order is being prepared).

If this is not the case, please contact our customer service team who will help resolve the issue for you. To speed up the process, please send a photo of the package, the delivery note, as well as a note confirming non-receipt of the item in question.
 

  • Why is one of my items out of stock?

As a general rule, if this message appears immediately after your order has been confirmed it means that you have ordered the last item in stock. If this is not the case and the product is unavailable when your order is being picked, we will send you an email to inform you of this and process a refund for the out of stock item prior to shipping the remainder of your order.
 

  • I have received a faulty item, what can I do?

We are very sorry to hear that you have received a faulty item. There are two options available:

If you notice the fault upon opening your package, please submit a return request indicating the type of fault. Please enter "Faulty" in the "Reason for return" field. Please feel free to add as many details as possible in the "COMMENTS" section.

If you do not immediately notice the fault, please contact our customer services team by e-mail or via the "CONTACT US" section, and include the following information:

  • Order number or reference
  • Reference number of the faulty item
  • Photo of the item (if shoes, please also send a photo of the soles)
  • Description of the fault

 



 



 

Shipping & Delivery
 

  • How can I track my package?

We will send you a dispatch email with a tracking number and link to follow as soon as your order leaves our warehouse. 

Here is the link for MONDIAL RELAY deliveries: https://www.mondialrelay.fr/suivi-de-colis/

Here is the link for CHRONOPOST deliveries: https://www.chronopost.fr/fr/suivi-colis

Here is the link for COLISSIMO deliveries: https://www.laposte.fr/particulier/outils/suivre-vos-envois

The tracking number for your parcel can also be found in the "My Orders" section in your customer account. Click on the order in question, then on the tracking number which will automatically redirect you to the carrier's website where you can check the current delivery status.
 

  • What are the delivery times?

Our teams work hard to prepare and ship your order within 48 working hours. In addition to this, postal service time frames range from 48 to 72 hours.
 

  • Options and delivery charges

Delivery options for mainland France:

- Delivery via MONDIAL RELAY or CHRONOPOST collection point: €3.91 (free delivery for orders over €49)

- Home delivery via COLISSIMO, without a signature: €6.90 (free delivery for orders over €69)

- Delivery via COLISSIMO to a collection point or Post Office: €4.90 (free delivery for orders over €69)

 

Delivery options for Belgium and Luxembourg:

- Delivery via Mondial Relay to a collection point: €4.92 (free delivery for orders over €49).

- Home delivery via CHRONOPOST: €6.90 (free delivery for orders over €69).

- Delivery via COLISSIMO to a Post Office: €8.90 (free delivery for orders over €69)

Delivery options for Spain:

- Delivery via CHRONOPOST, to your home or a collection point: €7.90 (free delivery for orders over €69).

- Delivery via Mondial Relay to a collection point: €4.92 (free delivery for orders over €49).

Delivery options for Italy:

- Delivery via CHRONOPOST, to your home or a collection point: €7.90 (free delivery for orders over €69).



 



 

Payment

All orders placed on our site are confirmed once payment has been processed online.
 

  • Accepted payment methods

We accept the following credit/debit cards: Visa, MasterCard, Maestro and Bancomat. We also accept payments via PayPal.

 

We will immediately contact your bank or card issuer to obtain payment authorisation once you have reached the final payment page.

Note: All payments must be made online when your order is placed. We are unable to place an order on your behalf.
 

  • How do I use my promo code?

Before completing your order, go to the field "DO YOU HAVE A DISCOUNT VOUCHER?" and enter a valid promo code. You cannot use more than one promo code per order.

Never "copy & paste" the code.
 

  • Why is my order showing a "payment error"?

A payment error means that the bank transaction has failed. This could be due to a number of reasons: lack of funds, connection problems, security code not supplied, security code entered too late, etc.

In this case, your order has not been confirmed and must be placed again.

In the event that your account has been debited, please contact our customer service team.



 



 

Customer account
 

  • Changing your personal information

You can change all your personal information, including your email address and password by logging in to your customer account.

To do this, go to "MY PROFILE/MY PERSONAL INFORMATION".
 

  • Forgotten your password?

If you have forgotten your password, select "Forgot your password?"on the log in page and follow the instructions provided to reset your password. If this doesn't work, please contact us by clicking on the "Contact Us" tab.
 

  • Deleting my customer account

To delete your customer account, please send a written request to the customer service team.
 

  • I want to create a customer account

No problem! It couldn't be easier. Register as a "NEW CUSTOMER" using a valid email address.



 



 

Products

  • I have received a faulty item

We apologise for the quality of the item received. If you have just received your parcel, please return the item by submitting a return request via your customer account, or contact our customer service team by email and attach a photo of the faulty item.

If the cancellation period has passed, please email our customer service team at: contact@stand-prive.comPlease state your order number and attach a photo of the faulty item.

 

  • I have received the wrong item

We are very sorry for this error. If you have a received the wrong size, colour or item, please log in to your customer account and submit a return request, stating the following reason for return: "I have received the wrong item", and we will send you the correct item
 

  • If an item is out of stock, can you notify me when it is available again?

Please subscribe to "back in stock" notifications using a valid email address. To do this, go to the product page, click on the out of stock size, and enter your email in the "email" field. You will receive an automatic email notification when your desired size is back in stock.
 

  • How can I find out my size?

A size guide is available on product description pages.



 



 

Promotions & gift vouchers
 

  • Do you offer gift vouchers or payment in instalments ?

We do not offer gift cards or payment plans.

Reminder: all payments must be made online at the time of ordering. We are unable to place an order on your behalf.
 

  • How do I use my promo code?

Before completing your order, go to the field "DO YOU HAVE A DISCOUNT VOUCHER?" and enter a valid promo code. You cannot use more than one promo code per order.

If your promo code was given to you by our customer service team, please log in to your customer area to successfully apply the code.

Never "copy & paste" the code.
 

  • My promo code doesn't work

First of all, please make sure that you are using a valid code.

If you have a personalised code, you can find it in "My Discount Vouchers" in your customer account.

Your promo code will only work when you are logged in to your customer account.
 



 



 

CONTACT US

 You can contact us