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Frequently asked questions

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What are your delivery costs and times?

Delivery costs depend on the amount of your order and the destination country.
Depending on the products ordered and as indicated on each product description, the order preparation time may vary between 1 and 2 days, to which a further 3 to 5 days must be added for delivery.

For all orders in France, the delivery is free of charge by Colissimo or in collect point. 10 € by TNT express.
For all orders in Europe and international, delivery costs depend on the destination country.

Details concerning delivery costs and conditions can be found in our General Terms and Conditions of Sale.

Is online payment completely secure?

All the details of your order and your payment are transmitted in encrypted format via the SSL protocol from your computer to the electronic payment terminal of our banking partner.

The closed padlock symbol at the bottom of the page – the symbol for secure web pages – indicates that the security system is in operation. This means you can pay online with confidence.

How can i track my delivery in real time?

Once your order has been dispatched by our warehouse, you will be sent an email to confirm that your package has been dispatched. This email will include a summary of your order as well as your tracking number, which you can use to track your parcel until it arrives.

You can also track your package at any time by logging into your Mysuelly account. Click “Track your order” on the dashboard or in the “My orders” section. You will automatically be redirected to the website of the shipping company you selected for your order.

How can i arrange to return an item ordered from the mysuelly website?

Should you not be completely satisfied with one of our products, you can return any item purchased from our website within 14 days of the date on which you received your order, without the need to cite a particular reason, provided that the product is in perfect condition (cf. General Terms and Conditions of Sale).

Please be aware that, for every return, you must first notify us via:
- the contact form on our website
- or via email to: sav@mysuelly.fr
- or by telephone: +33 (0)1 71 70 34 44
Don’t forget to include your order number and specify the pair(s) of shoes you wish to return!
You can then return your item in its original, intact packaging, attaching the delivery note you received and circling the items you are returning.

You should post your package via La Poste (or your local post office, for customers not living in France) to the following address:
Dépôt Bingo
Service Retour MYSUELLY
PARC D'ACTIVITE DE LA BELLE ASSISE
OURSEL MAISON
60122 BRETEUIL CEDEX, FRANCE

Upon receipt of your package, our Quality service will examine the condition of the goods returned. No return shall be accepted and therefore no refund offered if the product returned has been worn, is dirty or damaged or has been rendered unfit for sale. All items returned must have all of their original labels (barcodes, composition) and must be returned in perfect condition and in their original packaging. If your return is rejected, you will be informed via email. If your return is accepted, the bank account linked with the card you used to pay for the order will be refunded automatically within 30 days of receipt of the return by our logistics centre. You must cover the shipping costs for the return. We shall only refund the price of the items invoiced. Please be sure to obtain proof of posting when sending your package by post. No refund shall be made without proof of posting.

How do i use my promo code?

Promotional codes are linked with specific offers. They can only be used once and cannot be combined with other promo codes.

Using a promo code:

The promo code should be entered in the field entitled “I am using a promo code” located underneath the order total when you are filling your basket and before validating your order. Indeed, once the order has been validated, it is not possible to deduct the saving associated with a promotional code from the total, meaning that the saving is lost.

Furthermore, we strongly recommend that you finalise your order immediately once you have entered your code to avoid any malfunctions that might mean you are unable to benefit from the offer.

If you wish to be kept informed about all great offers for MYSUELLY products, please subscribe to our newsletter.

Any other questions? client_listen

sav@mysuelly.com

+33 (0)1 71 70 34 44

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