My Account
Keep on shopping
- How to unsubscribe from the newsletter?
- How to change my password
- How to change my email address on my account?
- I forgot my password
- How to delete my account?
- What is your personal data policy?
- I can’t log in to my account / i forgot my password
- My e-mail address is refused at the creation of the account, why?
- The items are reserved in my shopping cart?
- Is it possible to order by phone ?
- Do i need to create an account to order
- I would like modify or cancel my order
- Can i have an invoice?
- Has my order been correctly registered?
- I still haven’t received my order, why?
- My privilege code doesn't work
- My order is considered to be delivered on the colissimo website but i haven't received it
- My order is considered to be delivered to the point relay but is not there
- It's possible to have a gift box?
- Where can i track my orders and returns?
- Is it possible to pay by cheque?
- Do you offer payment in several times?
- Can i benefit from tax deductibility online?
- Will i have to pay customs fees or taxes?
- Do you offer gift cards?
- Can i pay with an credit note or a gift card?
- Which payment methods are accepted on the site?
- I can't validate the payment, what can i do?
- Are payments secure on the website?
- I made a purchase but i didn't accumulate points
- How can i benefit my anniversary discount?
- How to join the affiliate program online?
- I'm registered at the affiliate program in store? who to associate it on the web?
- Can i cumulate my offers?
- I do not receive my loyalty check, who should i contact?
- What i need to do if my loyalty check doesn't work?
- What is the principle of the loyalty program?
- What are the shipping costs?
- My delivered adress is incorrect
- Which countries do you deliver from the french online store?
- It's possible to pick up my order from your storage building?
- What happens when i'm absent at delivery?
- Are your products available in stock?
- Your pictures are contractual
- Are you going to receive a product that is no longer in stock?
- Which size should i choose?
- How to create a wishlist ?
- The clothing i look for doesn't appear on your web site
- Do you offer alterations on your products?
- I lost a button
- How to maintain my product? how to take care of my product?
- Where can i find your old collections?
- Can i exchange articles?
- What is the return procedure?
- I received my order but it contains one or more damaged items.
- I received my order but one of the items(s) does not match my order.
- I havn't received my refund, could you inform me about this?
- The delivery costs will be refunded if i return my order?
- How i will be refunded?
- How much time do i have to return an item?
- In which point relais can i send my order?
- What are the costs of returns, how much are the return costs?
- The amount deducted does not correspond to that of my order, why?
- Is it possible to get delivery in store ?
- Can i return my eshop order in store ?
- Which store is closest to me ? what are your opening hours ?
- Can i get a refund in store ?
- My clothes present a defect of quality
- How to apply online?
- I'm a professional, i would like to offer you my services
- You want to share your experience with us ?
Order
Payments
Fidelity
Delivery
Our products
Return & Refund
Store
Other
My Account
HOW TO UNSUBSCRIBE FROM THE NEWSLETTER?
You can unsubscribe from the newsletter by clicking on the "unsubscribe" button at the bottom of the emails you receive from us. You can also send us your request via the contact form here or directly in store by contacting one of our advisors.
HOW TO CHANGE MY PASSWORD
To change your password, log in to your space, and then the "personal information" tab will allow you to change your password.
HOW TO CHANGE MY EMAIL ADDRESS ON MY ACCOUNT?
To change your login email address, associated with your account on sudexpress.com, go to your customer area and then in "information".
"Then enter your new email address and click "save".
"Then enter your new email address and click "save".
I FORGOT MY PASSWORD
When logging into your account you can click on "forgotten password".
Within the following minutes an email will be sent to the email address associated with your account,
containing a secure link allowing you to reset your password.
Within the following minutes an email will be sent to the email address associated with your account,
containing a secure link allowing you to reset your password.
HOW TO DELETE MY ACCOUNT?
If you wish to delete your Sud express account, we invite you to write to our Customer Service via the contact form to make the request.
For any new order, you will need to create a new account.
If you are also a member of our loyalty program (valid in store and on our website) we invite you to specify it in your request,
in result your personal data will be permantly deleted from our entire database.
For any new order, you will need to create a new account.
If you are also a member of our loyalty program (valid in store and on our website) we invite you to specify it in your request,
in result your personal data will be permantly deleted from our entire database.
WHAT IS YOUR PERSONAL DATA POLICY?
We use profiling cookies to provide you with a better online experience tailored to your preferences and measure the performance of our site.
To find out more, you will find all the information concerning our privacy policy, by consulting our general conditions of sale.
To find out more, you will find all the information concerning our privacy policy, by consulting our general conditions of sale.
I CAN’T LOG IN TO MY ACCOUNT / I FORGOT MY PASSWORD
If you are already a customer on our website (registration in the store and / or the newsletter only does not create an online account), you have filled your cart and want to place an order, you must identify by entering your e-mail address and your password.
If you have forgotten your password, you can get it by e-mail, on the login page, by clicking on the link «Forgot your password? ".
If you are not yet a customer on our site, you must first create an account. You will need to provide a certain amount of information, including your email address.
If you wish to change your password, log in to "My Account" then go to "My personal information", then enter your new password in the 2 fields provided for this purpose.
If you still have difficulties to connect, we invite you to contact our Customer Service by phone who can guide you through these steps and / or take control of your account.
If you have forgotten your password, you can get it by e-mail, on the login page, by clicking on the link «Forgot your password? ".
If you are not yet a customer on our site, you must first create an account. You will need to provide a certain amount of information, including your email address.
If you wish to change your password, log in to "My Account" then go to "My personal information", then enter your new password in the 2 fields provided for this purpose.
If you still have difficulties to connect, we invite you to contact our Customer Service by phone who can guide you through these steps and / or take control of your account.
MY E-MAIL ADDRESS IS REFUSED AT THE CREATION OF THE ACCOUNT, WHY?
In order to guarantee the good reception of the emails, we systematically check the validity of your e-mail address when you create your customer account.
We therefore recommend you to be sure to indicate a valid e-mail address when you register. An address may be considered "invalid" if the domain name (part of your address after the "@") is unrecognized, unreliable or incorrect.
It is also possible that the part before the @ is prohibited because considered to involve a certain risk of sending the e-mail in spam.
For more information, we invite you to contact Customer Service.
We therefore recommend you to be sure to indicate a valid e-mail address when you register. An address may be considered "invalid" if the domain name (part of your address after the "@") is unrecognized, unreliable or incorrect.
It is also possible that the part before the @ is prohibited because considered to involve a certain risk of sending the e-mail in spam.
For more information, we invite you to contact Customer Service.
Order
THE ITEMS ARE RESERVED IN MY SHOPPING CART?
The items that are in your shopping cart are not reserved. However, they are saved during 7 days in your shopping cart. If an item is sold out, it will be indicated.
We can only reserve your items for 30 minutes. Over 30minutes, we can not guarantee its availability.
We can only reserve your items for 30 minutes. Over 30minutes, we can not guarantee its availability.
IS IT POSSIBLE TO ORDER BY PHONE ?
To ensure optimal transaction security, our e-shop only accepts online payments by credit card and Paypal.
You can not order by phone or email.
Payment by credit card is fully managed on the secure site of our bank (HSBC). This implies that none of your banking information passes through our website.
Payment by credit card is perfectly secure. Your order will be recorded upon acceptance of payment by our bank.
You can control the security system, for this you will notice at the bottom of the page a closed padlock, security symbol. You can pay online with full confidence.
You can not order by phone or email.
Payment by credit card is fully managed on the secure site of our bank (HSBC). This implies that none of your banking information passes through our website.
Payment by credit card is perfectly secure. Your order will be recorded upon acceptance of payment by our bank.
You can control the security system, for this you will notice at the bottom of the page a closed padlock, security symbol. You can pay online with full confidence.
DO I NEED TO CREATE AN ACCOUNT TO ORDER
It is possible for you to place an order as a Guest, without creating an account.
However, you will not be able to track your order.
We invite you to sign in and create an account in order to :
- save your addresses and order more quickly
- save your communication preferences
- track your orders, your returns, or your refunds
- download your receipts
- And so much more!
However, you will not be able to track your order.
We invite you to sign in and create an account in order to :
- save your addresses and order more quickly
- save your communication preferences
- track your orders, your returns, or your refunds
- download your receipts
- And so much more!
I WOULD LIKE MODIFY OR CANCEL MY ORDER
Once your order has been confirmed, we can no longer cancel it or modify its content (adding or removing an item), delivery information*.
We encourage you to check your personal information, the delivery address** and the items of your basket before confirming your order.
Nevertheless, in accordance with the Chatel law, you have the possibility to refuse your package upon delivery (by refusing delivery when the Post Office comes by or by not showing up at the Mondial Relay on time).
Your package will be returned to us and we will proceed to a full refund of the order.
*In the case of an incorrect delivery address and if you have opted for Express delivery, DHL will contact you directly. You can then reschedule a delivery to the address of your choice.
** Before confirming your order you can modify or create a new delivery address, from your customer area. In "my addresses" section, click on "add a new address" and enter your new contact details.
We encourage you to check your personal information, the delivery address** and the items of your basket before confirming your order.
Nevertheless, in accordance with the Chatel law, you have the possibility to refuse your package upon delivery (by refusing delivery when the Post Office comes by or by not showing up at the Mondial Relay on time).
Your package will be returned to us and we will proceed to a full refund of the order.
*In the case of an incorrect delivery address and if you have opted for Express delivery, DHL will contact you directly. You can then reschedule a delivery to the address of your choice.
** Before confirming your order you can modify or create a new delivery address, from your customer area. In "my addresses" section, click on "add a new address" and enter your new contact details.
CAN I HAVE AN INVOICE?
If you have made an order with creation of a customer account, your receipt is available in your customer area, tab "my orders". You will be able to download your receipt only once your order will be "dispatched".
HAS MY ORDER BEEN CORRECTLY REGISTERED?
You will receive an e-mail few minutes after your payment is valid. Do not hesitate to check your junk mail if you do not see our e-mail. You will find your order on your customer account, in the tab "my orders". You will also find its status "order In preparation". If you neither can not find anything on your customer account, or in your inbox, it means that the order was not processed and was not submitted for payment. You can try to order again.
I STILL HAVEN’T RECEIVED MY ORDER, WHY?
Before launching an inquiry make sure you have received the confirmation email of your order. Then, go to your client area to check its status.
If it is indicated "in preparation" it is being prepared and has not yet been shipped.
The preparation time in our warehouse is 72 working hours *, if this time is exceeded we invite you to contact us via the form here.
If the status of your order is "shipped", it has been given to the carrier of your choice. You can follow it here
If tracking your package indicates that it is delivered and you have not received anything, contact our customer service or call us on (+33) 1 42 33 94 94 .
** The delays of preparation of your order are likely to be extended of 2 to 3 days during the periods of commercial operations (balances, private sales).
If it is indicated "in preparation" it is being prepared and has not yet been shipped.
The preparation time in our warehouse is 72 working hours *, if this time is exceeded we invite you to contact us via the form here.
If the status of your order is "shipped", it has been given to the carrier of your choice. You can follow it here
If tracking your package indicates that it is delivered and you have not received anything, contact our customer service or call us on (+33) 1 42 33 94 94 .
** The delays of preparation of your order are likely to be extended of 2 to 3 days during the periods of commercial operations (balances, private sales).
MY PRIVILEGE CODE DOESN'T WORK
Did you enter the code correctly? Our codes are sensitive to spelling errors,
The privilege code is associated with a special operation, check that the conditions are respected here
We strongly recommend that you finalize your order immediately after entering your code to avoid any malfunction that would make you lose the benefit.
It is impossible for us to re-credit you the commercial advantage associated with a poster code of an order.
Accordingly, we do not accept any claim for misuse or omission of the use of a code.
The privilege code is associated with a special operation, check that the conditions are respected here
We strongly recommend that you finalize your order immediately after entering your code to avoid any malfunction that would make you lose the benefit.
It is impossible for us to re-credit you the commercial advantage associated with a poster code of an order.
Accordingly, we do not accept any claim for misuse or omission of the use of a code.
MY ORDER IS CONSIDERED TO BE DELIVERED ON THE COLISSIMO WEBSITE BUT I HAVEN'T RECEIVED IT
Before starting the investigation procedure with Colissimo, please make sure that no member of your family, neighbor has received the package for you, or that the package has not been deposited in your post office.
If you were absent for more than 14 days, it is also possible that the package was returned to us after exceeding the period of conservation of the parcel in your post office. Your tracking then mentions returned package to unclaimed sender / package.
Note that we can not reship your order, it will be refunded once processed and if you want you can reorder.
If these checks are already done, we invite you to write to Customer Service via our contact form here so that we can help you.
If you were absent for more than 14 days, it is also possible that the package was returned to us after exceeding the period of conservation of the parcel in your post office. Your tracking then mentions returned package to unclaimed sender / package.
Note that we can not reship your order, it will be refunded once processed and if you want you can reorder.
If these checks are already done, we invite you to write to Customer Service via our contact form here so that we can help you.
MY ORDER IS CONSIDERED TO BE DELIVERED TO THE POINT RELAY BUT IS NOT THERE
Before initiating the inquiry procedure with Mondial Relay, please ensure that you have visites the withdrawal pick-up indicated on the online tracking. Indeed, because of the deactivation of some Point Relais, it happens sometimes that your parcel is distributed in another Point Relais nearby. By clicking on the date of your order at the top left in red on the online tracking, you will have the detail of the course of your parcel.
If your package remained in the parcel relay more than 14 days, it is also possible that the package was returned to us after exceeding the period of conservation. Your tracking then mentions "Package returned to the seller". Please fill in the form "My order is returned to your warehouses".
If these verifications are already done, we invite you to write to the Customer Service via our contact forum here so that we can open a survey with Mondial Relay.
Indeed, to the extent that our packages are delivered against signature, we will verify that the receipt was signed to try to identify the recipient of the package.
If your package remained in the parcel relay more than 14 days, it is also possible that the package was returned to us after exceeding the period of conservation. Your tracking then mentions "Package returned to the seller". Please fill in the form "My order is returned to your warehouses".
If these verifications are already done, we invite you to write to the Customer Service via our contact forum here so that we can open a survey with Mondial Relay.
Indeed, to the extent that our packages are delivered against signature, we will verify that the receipt was signed to try to identify the recipient of the package.
IT'S POSSIBLE TO HAVE A GIFT BOX?
We do not offer gift box but we take special care in the preparation of your orders. Thus, our pieces are wrapped in tissue paper (excluding sales period).
WHERE CAN I TRACK MY ORDERS AND RETURNS?
You can view your orders history and your returns in your customer area
- Status "in preparation": your order is being prepared by our logistics team. It has not yet been handed over to the carrier. The time of preparation of your order is 48h-72h and may be extended from 2 to 3 days during periods of commercial operations (sales, private sales)
- "Delivered" status: the delivery was made either to your home / guardian or, failing that, in case of absence at the post office, or was made available in relay point
- Status "return receipt": your package has been received and treated by our warehouse.
- Status "in preparation": your order is being prepared by our logistics team. It has not yet been handed over to the carrier. The time of preparation of your order is 48h-72h and may be extended from 2 to 3 days during periods of commercial operations (sales, private sales)
- "Delivered" status: the delivery was made either to your home / guardian or, failing that, in case of absence at the post office, or was made available in relay point
- Status "return receipt": your package has been received and treated by our warehouse.
Payments
IS IT POSSIBLE TO PAY BY CHEQUE?
To ensure optimal transaction security, our site only accepts online payments by credit card. You can not order and pay by check.
For your information, note that bank card payments are fully managed on the secure site of INGENICO/WORDLINE. This implies that none of your banking information goes through our site.
Payment by credit card is perfectly secure. Your order will be recorded upon acceptance of payment by our bank. You can control the security system, for this you will notice at the bottom of the page a closed padlock, security symbol. You can pay online with confidence.
For your information, note that bank card payments are fully managed on the secure site of INGENICO/WORDLINE. This implies that none of your banking information goes through our site.
Payment by credit card is perfectly secure. Your order will be recorded upon acceptance of payment by our bank. You can control the security system, for this you will notice at the bottom of the page a closed padlock, security symbol. You can pay online with confidence.
DO YOU OFFER PAYMENT IN SEVERAL TIMES?
We offer payment in 3x free of charge from 200€ of purchase on our website.
This payment method will be automatically offered if the order is eligible.
The first direct debit will take place when your order is placed, the next two according to the schedule (debit the following two months).
The schedule will be communicated to you during the validation of the order and will be sent to you by email by our service provider ALMA.
Conditions of eligibility :
- Payment in 3x free of charge is available for all orders between 200€ and 1000€
- Cards accepted are Visa and Mastercard issued in France, Belgium, Italy or Germany.
- Prepaid, virtual and systematic authorization cards are not accepted.
In the event of a complete return, the amounts of the installments already paid will be refunded to you on the bank card used for the purchase, and the installments not yet paid will be cancelled. If you have a problem with your payment or for any other question consult the ALMA FAQ or contact them directly at the following email address: support@getalma.eu
This payment method will be automatically offered if the order is eligible.
The first direct debit will take place when your order is placed, the next two according to the schedule (debit the following two months).
The schedule will be communicated to you during the validation of the order and will be sent to you by email by our service provider ALMA.
Conditions of eligibility :
- Payment in 3x free of charge is available for all orders between 200€ and 1000€
- Cards accepted are Visa and Mastercard issued in France, Belgium, Italy or Germany.
- Prepaid, virtual and systematic authorization cards are not accepted.
In the event of a complete return, the amounts of the installments already paid will be refunded to you on the bank card used for the purchase, and the installments not yet paid will be cancelled. If you have a problem with your payment or for any other question consult the ALMA FAQ or contact them directly at the following email address: support@getalma.eu
CAN I BENEFIT FROM TAX DEDUCTIBILITY ONLINE?
We do not offer the Tax Free service. Please note that no tax free form will be sent.
WILL I HAVE TO PAY CUSTOMS FEES OR TAXES?
Orders past in other countries of the European Union are not subject to customs charges, however the price of items includes the amount of VAT.
DO YOU OFFER GIFT CARDS?
We do not yet offer the sale of gift cards on our e-shop. We hope to launch it soon.
You can still find gift cards in stores but they are not available in our corners.
You can still find gift cards in stores but they are not available in our corners.
CAN I PAY WITH AN CREDIT NOTE OR A GIFT CARD?
To this date, we do not accept payments with cash and gift cards issued by our stores.
We invite you to use them in our physical stores. (except corner stores)
We invite you to use them in our physical stores. (except corner stores)
WHICH PAYMENT METHODS ARE ACCEPTED ON THE SITE?
You have different payment methods on our e-shop. You can pay with :
- Credit cards : Visa (debit/credit), Mastercard (debit/credit), MAESTRO
- And Paypal
- Credit cards : Visa (debit/credit), Mastercard (debit/credit), MAESTRO
- And Paypal
I CAN'T VALIDATE THE PAYMENT, WHAT CAN I DO?
At first, we invite you to try to place your order with an another browser (Google Chrome, Mozilla Firefox, Internet Explorer, Safari), sometime the browser’s version need to updated.
If the problem persists you can try to use another payment method or get closer to your bank to get more information.
Rest assured that the order has not been validated, in which case a confirmation email will be sent to you and it will appear in your client area, tab "my orders", and your bank account will not be debited.
Our advisors are at your disposal by email and phone to assist you with an order however to ensure optimal security transactions, you can not order by phone or email.
If the problem persists you can try to use another payment method or get closer to your bank to get more information.
Rest assured that the order has not been validated, in which case a confirmation email will be sent to you and it will appear in your client area, tab "my orders", and your bank account will not be debited.
Our advisors are at your disposal by email and phone to assist you with an order however to ensure optimal security transactions, you can not order by phone or email.
ARE PAYMENTS SECURE ON THE WEBSITE?
You can make your purchases on sudexpress.com with confidence. 100% of transactions made on our site are protected, secure and in respect of your privacy. If you choose payment by:
- Credit card, we use SSL encryption technology. Your bank details are encrypted and disappear automatically after payment. These do not pass directly on our site and are inaccessible to the third party.
- Paypal, simply indicate your email and password, to be identified. Your financial information is never transmitted to Sud Express. PayPal encrypting and protecting your credit card number at the time of your registration.
- Credit card, we use SSL encryption technology. Your bank details are encrypted and disappear automatically after payment. These do not pass directly on our site and are inaccessible to the third party.
- Paypal, simply indicate your email and password, to be identified. Your financial information is never transmitted to Sud Express. PayPal encrypting and protecting your credit card number at the time of your registration.
Fidelity
I MADE A PURCHASE BUT I DIDN'T ACCUMULATE POINTS
Some purchases are not eligible to our loyality program : Items on sales or on promotion.
HOW CAN I BENEFIT MY ANNIVERSARY DISCOUNT?
Shhh ! It is a surprise !
An e-mail will be sent on your birthday with a special offer.
You will find the conditions inside this same e-mail.
An e-mail will be sent on your birthday with a special offer.
You will find the conditions inside this same e-mail.
HOW TO JOIN THE AFFILIATE PROGRAM ONLINE?
When placing an order on the online store, you can join our loyalty program by checking the box provided for this purpose.
A confirmation email will be sent to confirm the creation of your loyalty account.
Not applicable if you place the command in guest mode.
A confirmation email will be sent to confirm the creation of your loyalty account.
Not applicable if you place the command in guest mode.
I'M REGISTERED AT THE AFFILIATE PROGRAM IN STORE? WHO TO ASSOCIATE IT ON THE WEB?
You simply need to indicate an e-mail when you create your customer account in one of your stores. To be automatically authentified on our e-shop, as a member of our loyalty program, please use the same e-mail you used in our stores.
CAN I CUMULATE MY OFFERS?
No, you can not accumulate a loyality offer with a loyalty advantage on our e-shop.
Unless it is specifically written so.
Unless it is specifically written so.
I DO NOT RECEIVE MY LOYALTY CHECK, WHO SHOULD I CONTACT?
If you have reached a to trigger a voucher it will be sent to you by email the day after your purchase.
- Did you check that your email address entered in the shop is correct?
- We invite you to consult your junk mail sometimes our email are hidden there
- For information, if you have made a request for unsubscription from one of our newsletters you will no longer be sent by email and will no longer receive your vouchers.
If your email address is correct and you are a good subscriber, we invite you to contact our customer service via our contact form.
Do not worry, your voucher is still valid in store after identification at checkout. Find it also in your customer area, loyalty section.
- Did you check that your email address entered in the shop is correct?
- We invite you to consult your junk mail sometimes our email are hidden there
- For information, if you have made a request for unsubscription from one of our newsletters you will no longer be sent by email and will no longer receive your vouchers.
If your email address is correct and you are a good subscriber, we invite you to contact our customer service via our contact form.
Do not worry, your voucher is still valid in store after identification at checkout. Find it also in your customer area, loyalty section.
WHAT I NEED TO DO IF MY LOYALTY CHECK DOESN'T WORK?
Your loyalty vouchers are valid on our online store, except on products on sale, promotion, discounted and articles from collaboration.
Please note that the vouchers are not cumulative between them on our website.
Please note that the vouchers are not cumulative between them on our website.
WHAT IS THE PRINCIPLE OF THE LOYALTY PROGRAM?
You can find more information about our loyalty program on the following page.
Delivery
WHAT ARE THE SHIPPING COSTS?
ATTENTION : INTERNATIONAL DELIVERY IS CURRENTLY ON HOLD FOR TECHNICAL REASON
Once your order has been prepared (preparation time 48h to 72h), delivery times vary depending on the delivery method selected during the validation of your order:
| Delivery | Country of delivery | Costs | Delay | Cost of return |
| Mondial Relay Delivery in a pick-up point |
France,Corsica | 4.95€ Free from 120 euros purchase |
3 to 5 days | Free with Mondial Relay |
| Colissimo Delivery in a pick-up point |
France, Corsica | 4.95€ Free from 200 euros purchase |
3 to 5 days | Free with Mondial Relay |
| Colissimo without signature | Metropolitan France, Monaco, Corsica | 6,90€ from 200 euros purchase |
3 to 5 days | Free with Mondial Relay |
| Mondial Relay Delivery in a pick-up point |
Belgium, Luxembourg, Netherlands | 8,90€ | 3 to 5 days | Free with Mondial Relay |
| DHL | Belgium, Spain, Italy, Luxembourg, Netherlands, Germany | 8,90€ | 3 to 5 days | At your charge |
| Mondial Relay Delivery in a pick-up point |
Portugal | 9,90€ | 3 to 5 days | Free with Mondial Relay |
| DHL | Austria, Denmark, Portugal, Poland, Irland, Czech Rep | 9,90€ | 3 to 5 days | At your charge |
| DHL | Sweden, Slovakia, Bulgaria, Cyprus, Croatia, Estonia, Hungary, Lithuania, Latvia, Malta, Romania, Slovenia, Andorra, Finland, Greece | 12,90€ | 3 to 5 days | At your charge |
MY DELIVERED ADRESS IS INCORRECT
If you notice a mistake in your address :
- your order is being prepared : our preparation time is very short so we invite you to contact us ASAP via the dedicated form. Please precise your correct address or your new shipping address (as complete as possible), in order to let us modify it before it is dispatched.
- your order status is Returned to the sender with the following reasons "Incomplete address" / "Incorrect Address" / "Does not live at the address indicated"
- Your order is already sent and it will be shipped back to us under xx days or xx weeks with the following reasons "Incorrect address" or "Incomplete address".
- your order is being prepared : our preparation time is very short so we invite you to contact us ASAP via the dedicated form. Please precise your correct address or your new shipping address (as complete as possible), in order to let us modify it before it is dispatched.
- your order status is Returned to the sender with the following reasons "Incomplete address" / "Incorrect Address" / "Does not live at the address indicated"
- Your order is already sent and it will be shipped back to us under xx days or xx weeks with the following reasons "Incorrect address" or "Incomplete address".
WHICH COUNTRIES DO YOU DELIVER FROM THE FRENCH ONLINE STORE?
IT'S POSSIBLE TO PICK UP MY ORDER FROM YOUR STORAGE BUILDING?
First of all, thank you for your interest !
Currently, you can not collect your order in our warehouse. You can choose the home delivery (standard or express) or a pick-up delivery in a collect point.
Currently, you can not collect your order in our warehouse. You can choose the home delivery (standard or express) or a pick-up delivery in a collect point.
WHAT HAPPENS WHEN I'M ABSENT AT DELIVERY?
This depends on the delivery mode you have chosen:
Colissimo home delivery without signature: The delivery to the post office will not be offered. If you are not present, and the parcel cannot be left inside your mailboxthe parcel will be delivered to your caretaker or a notice will be placed in your mailbox. You can pick-up the package in the post office indicated.
Express Delivery, DHL will contact you directly to schedule a new delivery.
Delivery in Relay Parcel you will have 7 days to withdraw your order from its availability.
Colissimo home delivery without signature: The delivery to the post office will not be offered. If you are not present, and the parcel cannot be left inside your mailboxthe parcel will be delivered to your caretaker or a notice will be placed in your mailbox. You can pick-up the package in the post office indicated.
Express Delivery, DHL will contact you directly to schedule a new delivery.
Delivery in Relay Parcel you will have 7 days to withdraw your order from its availability.
Our products
ARE YOUR PRODUCTS AVAILABLE IN STOCK?
If you can add a product in your basket is that we have it in stock.
For products displayed in stock, but no longer available on our site, it is possible that it has been exhausted in the day.
We invite you to enter your email address to receive an automatic alterte back in stock.
You can also check the availability of the product in our shops by clicking on "VERIFY AVAILABILITY IN SHOP"
For products displayed in stock, but no longer available on our site, it is possible that it has been exhausted in the day.
We invite you to enter your email address to receive an automatic alterte back in stock.
You can also check the availability of the product in our shops by clicking on "VERIFY AVAILABILITY IN SHOP"
YOUR PICTURES ARE CONTRACTUAL
We thank you for your interest in our collection.
We take the utmost care in taking photographies of each of our products so that you have the most accurate vision possible.
However, if despite all our efforts, there might be differences between the picture and the reality,
we would be extremely grateful if you could let you us know so we can further improve their presentation.
ARE YOU GOING TO RECEIVE A PRODUCT THAT IS NO LONGER IN STOCK?
For an article displayed as unavailable, if it is the current collection (excluding outlet), it is possible that it will be reassorted soon.
We invite you to enter your email address, by clicking on the XXX button to be changed automatically when it returns to stock. You can also check the availability of the product in our shops by clicking on "VERIFY AVAILABILITY IN SHOP"
We invite you to enter your email address, by clicking on the XXX button to be changed automatically when it returns to stock. You can also check the availability of the product in our shops by clicking on "VERIFY AVAILABILITY IN SHOP"
WHICH SIZE SHOULD I CHOOSE?
Our models are carefully cut to match your needs. On each product page you will fin a sizing guide (next to the add button to the basket)
that you can refer to, for more details on your measurements associated with our proposed sizes.
There are, however, products that sizes big or small. In this kind of case, an alert message will come to you when choosing the size
(ex: "For our dresses and our tops, if you hesitate between two sizes, we invite you to take the size below) .
You can also contact one of our stores by phone directly so that our sales advisors can assist you HERE
that you can refer to, for more details on your measurements associated with our proposed sizes.
There are, however, products that sizes big or small. In this kind of case, an alert message will come to you when choosing the size
(ex: "For our dresses and our tops, if you hesitate between two sizes, we invite you to take the size below) .
You can also contact one of our stores by phone directly so that our sales advisors can assist you HERE
HOW TO CREATE A WISHLIST ?
In order to satisfy you at best, we have put an option in place that allows you to make a selection of products that you can then find at any time in your customer account.
You must have or create a customer account on the site to use this service.
Simply go to the product page and click on the "Heart" pictogram.
From the basket
In your basket, you can click on "Save my selection" this will add all the products in your basket to your Wishlist. To see this button, you must already be logged in to your account.
From your selection, you can then easily transfer part of your selection or all your products to your cart or even share it on Facebook or by e-mail.
Careful, the products are not reserved.
You must have or create a customer account on the site to use this service.
Simply go to the product page and click on the "Heart" pictogram.
From the basket
In your basket, you can click on "Save my selection" this will add all the products in your basket to your Wishlist. To see this button, you must already be logged in to your account.
From your selection, you can then easily transfer part of your selection or all your products to your cart or even share it on Facebook or by e-mail.
Careful, the products are not reserved.
THE CLOTHING I LOOK FOR DOESN'T APPEAR ON YOUR WEB SITE
Our online store display our entire current collection, excluding shop exclusivity *.
The products are out at the same time in shops as on the website.
However for logistical reasons, it is possible that some of the pieces are sold in the shop before being visible on the site.
This is only a matter of a few days and we invite you to be patient.
If the desired piece is from a previous collection you can find it only, depending on the availability of stocks, in our outlets shop. We invite you to contact the shop here
The products are out at the same time in shops as on the website.
However for logistical reasons, it is possible that some of the pieces are sold in the shop before being visible on the site.
This is only a matter of a few days and we invite you to be patient.
If the desired piece is from a previous collection you can find it only, depending on the availability of stocks, in our outlets shop. We invite you to contact the shop here
DO YOU OFFER ALTERATIONS ON YOUR PRODUCTS?
No, at this moment we do not offer any alterations service for online or in-store purchases.
I LOST A BUTTON
In most items with buttons, additional buttons are provided. Nevertheless, if you have lost them, please contact one of our store advisers directly or submit your request directly via our contact form here, specifying:
- Model Reference
- Number of your order / receipt
- A photo of the room if possible or description of the room you need.
- Model Reference
- Number of your order / receipt
- A photo of the room if possible or description of the room you need.
HOW TO MAINTAIN MY PRODUCT? HOW TO TAKE CARE OF MY PRODUCT?
Find on each product sheet the washing instructions present on the label.To go further, visit here all our expert advice on the maintenance of your favorite parts.
WHERE CAN I FIND YOUR OLD COLLECTIONS?
The items from our previous collections are sold all year long in our Outlets stores (not online).
To consult the addresses click here.
To consult the addresses click here.
Return & Refund
CAN I EXCHANGE ARTICLES?
We do not offer the exchange for items purchased online. In-store exchanges and returns are not allowed.
You must return the products *, which will be refunded, then place a new order for the product you desired.
* Returns will be at your charge.
You must return the products *, which will be refunded, then place a new order for the product you desired.
* Returns will be at your charge.
WHAT IS THE RETURN PROCEDURE?
We thank you for your order and we regret that it does not give you complete satisfaction.
You have 14 working days from the moment you have received your parcel or from the withdrawal at The Point Relay to assert your right of return.
Feel free to reuse the package of origin. If you had chosen the Point Relais delivery mode you an send it back via any Point Relais.
The return will be free of charge.The return must be done within 14 days after receipt of the order, the postmark being taken as proof.
If you DHL for your delivery, return shipping costs are at your charge, you can return your order by mail.
From your customer area, simply download the return form and return it to us duly completed (quantities of returned items and reason for return) with the item (s) to return to the following address :
-
- The item must be returned new (not damaged, soiled or worn) in its original packaging, accompanied by the original labels on the clothing. The soles of the shoes must be clean and intact.
If these conditions are not respected, and the item is unsuitable for sale Sud Express reserves the right to refuse return and refund. If necessary, you will be notified by email and the article will be returned to you.
- Note that the cost of returns are your responsibility, unless you have opted for delivery in Point Relay in which case returns are offered and you can download the pre-paid label from your space.
- For more details about your right of withdrawal, you can refer to the page of the general conditions of sale of our site.
You have 14 working days from the moment you have received your parcel or from the withdrawal at The Point Relay to assert your right of return.
Feel free to reuse the package of origin. If you had chosen the Point Relais delivery mode you an send it back via any Point Relais.
The return will be free of charge.The return must be done within 14 days after receipt of the order, the postmark being taken as proof.
If you DHL for your delivery, return shipping costs are at your charge, you can return your order by mail.
From your customer area, simply download the return form and return it to us duly completed (quantities of returned items and reason for return) with the item (s) to return to the following address :
SUD EXPRESS
Logistique NC - Service retour Sud Express
17 Avenue du Noyer A La Malice
ZAC de la butte au berger
95380 LOUVRES
FRANCE
Logistique NC - Service retour Sud Express
17 Avenue du Noyer A La Malice
ZAC de la butte au berger
95380 LOUVRES
FRANCE
-
- The item must be returned new (not damaged, soiled or worn) in its original packaging, accompanied by the original labels on the clothing. The soles of the shoes must be clean and intact.
If these conditions are not respected, and the item is unsuitable for sale Sud Express reserves the right to refuse return and refund. If necessary, you will be notified by email and the article will be returned to you.
- Note that the cost of returns are your responsibility, unless you have opted for delivery in Point Relay in which case returns are offered and you can download the pre-paid label from your space.
- For more details about your right of withdrawal, you can refer to the page of the general conditions of sale of our site.
I RECEIVED MY ORDER BUT IT CONTAINS ONE OR MORE DAMAGED ITEMS.
Thank you for your order ! We are really sorry if you ever received a defective product. If, despite the attention we give to the manufacture of our products and their preparation, an item would not meet your quality requirements,
We invite you to fill out the contact form specifying:
- your order reference
- the item reference (you can find it on the ...)
- a brief description
- pictures showing your issue
After study of the case by our services, if the defect is avoided a prepaid return label will be sent to you by email.
Please note that, the request must be made before the return of the products in order to be reimbursed the return costs.
Thank you also to specify us, in case, if you refused the parcel with the carrier because of apparent damage on the parcel
We invite you to fill out the contact form specifying:
- your order reference
- the item reference (you can find it on the ...)
- a brief description
- pictures showing your issue
After study of the case by our services, if the defect is avoided a prepaid return label will be sent to you by email.
Please note that, the request must be made before the return of the products in order to be reimbursed the return costs.
Thank you also to specify us, in case, if you refused the parcel with the carrier because of apparent damage on the parcel
I RECEIVED MY ORDER BUT ONE OF THE ITEMS(S) DOES NOT MATCH MY ORDER.
We thank you for your order and regret this incident.
If despite the attention given to the preparation of your order,
an error has been made into your package, we invite you to fill out the form specifying us:
- The product concerned (reference number of the ordered product)
- The one you received instead (reference number on the label inside the product)
- Send us the picture of the product.
If despite the attention given to the preparation of your order,
an error has been made into your package, we invite you to fill out the form specifying us:
- The product concerned (reference number of the ordered product)
- The one you received instead (reference number on the label inside the product)
- Send us the picture of the product.
I HAVN'T RECEIVED MY REFUND, COULD YOU INFORM ME ABOUT THIS?
Please take into consideration that it takes between 10 to 15 days once you have drop off your package to reach us.
Once we received your package, and it has been treatedYou will then receive a refund confirmation email.
If the return was made with Relais Colis, click here: you can enter your return number beginning with 906S ..., your name and the sign;
After all these checks, if you still have no news of your refund, and the deadline is overdue, our customer service advisers are at your disposal to provide you with more information and open an investigation if necessary.
Once we received your package, and it has been treatedYou will then receive a refund confirmation email.
If the return was made with Relais Colis, click here: you can enter your return number beginning with 906S ..., your name and the sign;
After all these checks, if you still have no news of your refund, and the deadline is overdue, our customer service advisers are at your disposal to provide you with more information and open an investigation if necessary.
THE DELIVERY COSTS WILL BE REFUNDED IF I RETURN MY ORDER?
If you return your order, with all your items, we will refund the shipping rates. If you do a partial return, we do not refund your shipping fees.
In case of return, in Metropolitan France the return are free with Relais Colis, otherwise the return fees are left to the client charge.
In case of return, in Metropolitan France the return are free with Relais Colis, otherwise the return fees are left to the client charge.
HOW I WILL BE REFUNDED?
Once your return has been processed by our services, the refund will be directly done on the same bank account as you used for the initial transaction.
We invite you to check your bank statement or your Paypal account.
We invite you to check your bank statement or your Paypal account.
HOW MUCH TIME DO I HAVE TO RETURN AN ITEM?
In accordance with the the french law (article L.121-21, Consumer Code) you have 14 days to exercise your right of withdrawal, without giving any reason.
Your right of withdrawal will expire after 14 days from the day on which you receive your order (date as postmark).
Your right of withdrawal will expire after 14 days from the day on which you receive your order (date as postmark).
IN WHICH POINT RELAIS CAN I SEND MY ORDER?
For a deleivery in France : If you choose a pick-up delivery, you can return your package in any collect point of "Mondial Relay".
You can find the addresses of Mondial Relay pick-up points on the following website : Mondial Relay - Expert de la livraison de colis au particulier
If your order was sent through Colissimo or DHL, you have to return your items with La Poste at the address indicated on your return voucher. Returns remain at your charge.
You can find the addresses of Mondial Relay pick-up points on the following website : Mondial Relay - Expert de la livraison de colis au particulier
If your order was sent through Colissimo or DHL, you have to return your items with La Poste at the address indicated on your return voucher. Returns remain at your charge.
WHAT ARE THE COSTS OF RETURNS, HOW MUCH ARE THE RETURN COSTS?
In Metropolitan France, the returns are offered without minimum order. The returns are offered with the carrier Mondial Relay.
If you choose a delivery through Colissimo or DHL, returns fees are at your charge.
Prices may vary, depending on the weight and the dimensions of your package. You can check shipping costs on the following website : https://www.laposte.fr
In the event of a return of a defective item, we invite you to refer to the dedicated article "I RECEIVED MY ORDER BUT IT CONTAINS ONE OR MORE DAMAGED ITEMS" to know the terms of return.
If you choose a delivery through Colissimo or DHL, returns fees are at your charge.
Prices may vary, depending on the weight and the dimensions of your package. You can check shipping costs on the following website : https://www.laposte.fr
In the event of a return of a defective item, we invite you to refer to the dedicated article "I RECEIVED MY ORDER BUT IT CONTAINS ONE OR MORE DAMAGED ITEMS" to know the terms of return.
THE AMOUNT DEDUCTED DOES NOT CORRESPOND TO THAT OF MY ORDER, WHY?
If despite our best efforts, one or more items could not be shipped, this may be due to an out of stock occured during the preparation of your order, we sincerely apologize for this incident.
In the case of an incomplete shipment, or an order that can not be honored you will not be charged for the items that have not been shipped and the autorisation made on your credit card will be cancelled.
You will only be charged for the article shipped.
You will be notified by email.
Please feel free to contact us via our contact form.
In the case of an incomplete shipment, or an order that can not be honored you will not be charged for the items that have not been shipped and the autorisation made on your credit card will be cancelled.
You will only be charged for the article shipped.
You will be notified by email.
Please feel free to contact us via our contact form.
Store
IS IT POSSIBLE TO GET DELIVERY IN STORE ?
We do not offer in-store delivery yet.
Currently you have the option to choose two delivery modes : - At home - The nearest "Point Relais" from you.
Currently you have the option to choose two delivery modes : - At home - The nearest "Point Relais" from you.
CAN I RETURN MY ESHOP ORDER IN STORE ?
Orders can not be exchanged or returned in stores. If you order on our e-shop, we only offer a return and an exchange.
If you wish to know exactly the process to return your order, please read the question "How to return my order ?"
If you wish to know exactly the process to return your order, please read the question "How to return my order ?"
WHICH STORE IS CLOSEST TO ME ? WHAT ARE YOUR OPENING HOURS ?
Click here to see the locations and the opening hours of our stores.
CAN I GET A REFUND IN STORE ?
Purchase made in stores are not subject to refund. You have 15 days to return your items for an exchange or credit note.
Refund is possible exclusively for pruchases and returns made within our Succursales shops (list of eligible store here), and for articles which are not on sales.
Refund is possible exclusively for pruchases and returns made within our Succursales shops (list of eligible store here), and for articles which are not on sales.
MY CLOTHES PRESENT A DEFECT OF QUALITY
If despite the attention we give to the making of our products, an article does not meet your quality requirements, our advisors are there to help you:
- Current collection: we invite you to go, with your item and your receipt, to report the problem to one of our sales advisers in stores.
They will be able to provide you with the most suitable solution, and if they can not answer immediately they will take care of your complaint with our quality department.
- Former collection: we invite you to write to us, via the contact form and by communicating us:
- checkout receipt, or date and shop purchase
- the model concerned, its name is on the label sewn inside, its size and color
- the most detailed description possible
- photos illustrating the problem
- Current collection: we invite you to go, with your item and your receipt, to report the problem to one of our sales advisers in stores.
They will be able to provide you with the most suitable solution, and if they can not answer immediately they will take care of your complaint with our quality department.
- Former collection: we invite you to write to us, via the contact form and by communicating us:
- checkout receipt, or date and shop purchase
- the model concerned, its name is on the label sewn inside, its size and color
- the most detailed description possible
- photos illustrating the problem
Other
HOW TO APPLY ONLINE?
We are always looking for enthusiactic talents to join our teams. To check our current job positions, you can click on this page, dedicated to our current openings.
I'M A PROFESSIONAL, I WOULD LIKE TO OFFER YOU MY SERVICES
If you are an agency, a supplier, or a multibrand-retailer, we invite you to write an e-mail to the dedicated services.
YOU WANT TO SHARE YOUR EXPERIENCE WITH US ?
Your reviews and comments are precious to us. If you wish to share it with us, you can use this form or call us on (+33) 1 42 33 94 94 .
Our phone advisors are here to listen to you Monday to Friday, from 10am to 6pm.
Our phone advisors are here to listen to you Monday to Friday, from 10am to 6pm.
Another question ?
Contact us via the contact form : click here
Or by phone 01 42 33 94 94
From monday to friday, from 10h to 13h and 14h to 18h
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