NEED HELP


MY ACCOUNT

› How do I create my customer account?
› Do you share my personal information with third parties?
› How can I update the information in my customer account?
› How can I delete my customer account?
› What should I do if I forget my password or if I have trouble logging in?
› Is my online account also usable in stores?

OFFICINE GENERALE NEWSLETTER

› How can I subscribe to the newsletter?
› How can I unsubscribe to the newsletter?

MY ORDER

› How can I place an order?
› Must I create a customer account to place an order?
› Can I have a paper gift?
› Can I modify or cancel my order?
› How can I be sure that my order has been confirmed?
› How soon will my order be processed?
› How can I view the status of my order?
› What can I do if I have trouble placing an order?
› When a product is not available, what do the codes mean?
› I reside outside the European Union, What taxes must I pay?
› How can I view my invoices?

MY PAYMENT

› Is my payment secure?
› What are the means and conditions of payment?
› Why was my payment refused?

MY DELIVERY

› What countries can you ship to?
› What career do you use?
› What are the shipping times and charges?
› How can I track the delivery of my parcel?
› Can my order be picked up at an Officine Générale store?
› Do you ship to post office boxes?
› Can my order be shipped to and address other than the billing address?
› Can I change the shipping address once my order has been confirmed?
› I have not received my parcel. What should I do?
› My parcel was damaged in transit. What should I do?
› A product is missing in my parcel. What should I do?
› I have received a defective product. What should I do?

MY RETURNS

› Under what conditions may I exchange a product?
› I would like to return an item. What should I do?
› How long do I have to exchange an item?
› Do I need to use a specific forwarder to send back my products?
› Are shipping fees for the returned item and the new item at my expense?
› How long does a refund take?
› How can I tell if you've received my parcel?
› Why was my return refused?
› Can I return a product I bought on the website in an Officine Générale store, or vice versa?

OUR PRODUCTS

› I am looking for a product that it not shown on the website?
› A product is not available on the website. Can you inform me of an outlet where I might find it?
› How can I get more information about a product?
› Where can I find products from previous Officine Générale collections?

CUSTOMER CARE

› How can I contact Officine Générale customer care?
› How can I contact you with a complaint?

ABOUT OFFICINE GÉNÉRALE

› How can I obtain the address of a point of sale for Officine Générale products?
› Where can I get more information about Officine Générale ?
› How can I apply for a job at Officine Générale?
› I am a retailer and I would like to sell Officine Générale

MY ACCOUNT

HOW CAN I CREATE MY CUSTOMER ACCOUNT?

En On the home page, click "account" in the top right corner, and then follow the instructions on the screen. When you log into your account, you can display your order history, change your password and delivery addresses, administer your subscription to the newsletter and manage your returns. 


DO YOU SHARE MY PERSONAL INFORMATION WITH THIRD PARTIES?

Information that you provide to Officine Générale will never be shared with, or sold to, other businesses.


HOW CAN I UPDATE THE INFORMATION IN MY CUSTOMER ACCOUNT?

On the home page, click "account", and then click the appropriate category. 


HOW CAN I DELETE MY CUSTOMER ACCOUNT?

To delete your customer account, please contact Officine Générale's customer care by phone at +33 1 85 09 64 42 or by email at eshop@officinegenerale.com


WHAT SHOULD I DO IF I FORGET MY PASSWORD OR IF I HAVE TROUBLE LOGGING IN?

If you are unable to log in, click "Forgot your password?" in "account" section and you will receive a new password by email. You can then log in and modify it. If you continue to have trouble logging in, please contact Officine Générale's customer care, by phone at +33 1 85 09 64 42 or by email at eshop@officinegenerale.com.


IS MY CUSTOMER ACCOUNT ALSO USABLE IN STORE?

Your account created online is also usable in Officine Générale's store. Please use your first and last name while in store. 

OFFICINE GENERALE NEWSLETTER

HOW CAN I SUBSCRIBE TO THE OFFICINE GENERALE NEWSLETTER?

On the website, click the newsletter link at the bottom of the page, and then enter your email address. You will receive the latest news from Officine Générale. In accordance with the French "informatique et libertés" law of January 6, 1978, you have the right to access, modify and delete your personal data. 


HOW CAN I UNSUBSCRIBE TO THE NEWSLETTER?

If you have a customer account, click "log in", and then click on the corresponding box. If you do not have a customer account, click the unsubscribe link at the bottom of every newsletter. In accordance with the French "informatique et libertés" law of January 6, 1978, you have the right to access, modify and delete your personal data.

MY ORDER

HOW CAN I PLACE AN ORDER?

Search by product type, and choose one or more products. Select the color and size that you want, and then add the product to your shopping bag. Finally, click the shopping back to log in and follow the steps to place your order. 


MUST I CREATE A CUSTOMER ACCOUNT TO PLACE AN ORDER?

To place an order online, you must create a customer account. This allows you to store delivery and billing information for your orders, and manager any product returns.


CAN I HAVE A PAPER GIFT?

We do not propose special gifts wrapping but all our orders are shipped with Officine Générale packaging.


CAN I MODIFY OR CANCEL MY ORDER?

To modify or cancel an order, please contact Officine Générale's customer care as soon as possible, by phone at + 33 1 85 09 64 42 or by email at eshop@officinegenerale.com.


HOW CAN I BE SURE THAT MY ORDER HAS BEEN CONFIRMED?

You will receive an email once your order has been confirmed. You can also check the status of your order at any time logging into your customer account and clicking on "my orders".


HOW SOON WILL MY ORDER BE PROCESSED?

All orders that we confirm before 12am, Monday through Friday, will be processed and shipped the same day. Orders place on Saturdays, Sundays or public holidays will be confirmed, processed and shipped the next working day. Orders we confirma after 12am will be processed and shipped the next working day. 


HOW CAN I VIEW THE STATUS OF MY ORDER?

To view the status of your order, log in and click "my orders". This will allow you to display all your orders and their current status. The order status codes are:
- « waiting for confirmation » : your order is waiting to be confirmed by Officine Générale
- « confirmed » : your order has been confirmed by Officine Générale
- « being prepared » : your order is being processed by our logistics group.
- « shipped » : your order has been transferred to the carrier.


WHAT CAN I DO IF I HAVE TROUBLE PLACING AN ORDER?

Please contact Officine Générale by phone at +33 1 85 09 64 42 or email at eshop@officinegenerale.com


WHEN A PRODUCT IS NOT AVAILABLE, WHAT DO THE CODES MEAN?

Two codes are associated with unavailable products:
- "Sold out": the product is permanently out of stock and will not be replenished.
- "Coming soon": the product is in the process of being restocked.


I RESIDE OUTSIDE THE EUROPEAN UNION. WHAT TAXES MUST I PAY?

Product prices displayed are exclusive of all taxes and duties. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. 

"Duty free shopping" ("Détaxe") applies solely to products purchased in a store and transported by the customer; therefore, it does not apply to online sales. 

HOW CAN I VIEW MY INVOICES?

To view an Invoice in PDF format, first "log in" to your account, then click "my orders", select the corresponding order, and click "print my invoice". In case of difficulties in downloading your invoices, please contact Officine Générale's customer service by phone at +33 1 85 09 64 42 or email at eshop@officinegenerale.com

MY PAYMENT

IS MY PAYMENT SECURE?

During the payment process, the padlock symbol will appear in your browser to confirm that your connection is encrypted and secure. Authorisation servers are then consulted in order to verify the payment data and combat abuse and fraud. SSL encryption technology ensures the security of the data that you enter during the banking transaction.


WHAT ARE THE MEANS AND CONDITIONS OF PAYMENT?

All transactions on the website take place in euros. We accept the following credit cards as means of payment: Credit Card, Visa, MasterCard as well as Paypal.  


WHY WAS MY PAYMENT REFUSED?

When your order is being confirmed, we ask your bank for a preauthorisation. If it is not granted, we are obliged to refuse your order and it will not be processed any further. For more information, contact Officine Générale's customer service by phone at +33 1 85 09 64 42 or email at eshop@officinegenerale.com

MY DELIVERY

WHAT COUNTRIES CAN YOU SHIP TO?

We ship worldwide. All our shipments to countries outside the European Union (including Switzerland and Norway) are shipped net of VAT. Taxes are to be paid upon reception of the parcel, according to the applicable laws in the country of destination.


WHAT CARRIER DO YOU USE?

For France and Monaco, Officine Générale vous propose quatre modes de livraison : livraison via Colissimo Expert (à domicile), So Colissimo (point-relais ou bureaux de poste), UPS (Service Express) et le retrait en boutique (Paris).

Delivery by Colissimo Expert runs from Monday to Friday between 8am and 6pm.

For the rest of the world, Officine Générale offers three shipping methods: delivery with So Colissimo (at home or work), delivery with UPS (Express Saver) and pick up in store (London). 


WHAT ARE THE SHIPPING TIMES AND CHARGES?

Please consult our shipping times and charges here.


HOW CAN I TRACK THE DELIVERY OF MY PARCEL?

Log into your account, and then click « my orders ». The status of your orders will be displayed. A link allows you to track the delivery of your parcel. When your order is shipped, you will receive an e-mail containing the tracking number and a link to the carrier's website..


CAN MY ORDER BE PICKED UP AT AN OFFICINE GENERALE STORE?

Yes, you can choose which store you'd like to be delivered in Paris or in London. You will then receive an email to inform you when you order is ready for pick up.


DO YOU SHIP TO POST OFFICE BOXES?

For security reasons, we are not able to ship to post office boxes


CAN MY ORDER BE SHIPPED TO AN ADDRESS OTHER THAN THE BILLING ADDRESS?

Log into your account and then click "my addresses" to store different shipping addresses.


CAN I CHANGE THE SHIPPING ADDRESS ONCE MY ORDER HAS BEEN CONFIRMED?

Once your order has been confirmed, if you want to change the shipping address, please contact Officine Générale's customer service by phone at +33 1 85 09 64 42 or email at eshop@officinegenerale.com. We cannot guarantee that your request will be taken into consideration after a certain amount of time. 


I HAVE NOT RECEIVED MY PARCEL. WHAT SHOULD I DO?

If you have not received your parcel within the planned schedule, please log into your account, click on "my orders", and display the order status and the delivery tracking information.. In case of problem, please contact Officine Générale's customer service by phone at +33 1 85 09 64 42 or email at eshop@officinegenerale.com


MY PARCEL WAS DAMAGED IN TRANSIT. WHAT SHOULD I DO?

If, upon delivery, you find that your parcel is damaged, we recommend that you indicate this on the delivery slip, signed for and with written details. Then contact Officine Générale's customer care by phone at +33 1 85 09 64 42 or email at eshop@officinegenerale.com


A PRODUCT IS MISSING. WHAT SHOULD I DO?

Please contact Officine Générale's customer service by phone at +33 1 85 09 64 42 or email at eshop@officinegenerale.com


I HAVE RECEIVED A DEFECTIVE PRODUCT. WHAT SHOULD I DO?

Please contact Officine Générale's customer service by phone at +33 1 85 09 64 42 or email at eshop@officinegenerale.com

MY RETURNS

UNDER WHAT CONDITIONS MAY I EXCHANGE A PRODUCT?

Products must be sent back with their original packaging (labels, excluding box if damaged). Incomplete, damaged, or worn products cannot be returned. 


I WOULD LIKE TO RETURN AN ITEM. WHAT SHOULD I DO?

To return an item, you must first request an authorization. Log in to your account, click on "my orders" and select the product(s) that you wish to send back, then follow the guidelines:
- Request return directly online
- Once your request has been accept, print the RMA slip
- Put the RMA slip into the return box.

Once Officine Générale's customer service has accepted your return, you can use the carrier of your choice to send it back. Return fees are at your expense. 

If you wish to make an exchange, please inform customer service along the return process or by phone at +33 1 85 09 64 42 or email at eshop@officinegenerale.com


HOW LONG DO I HAVE TO EXCHANGE AN ITEM?

You must make an online request for exchange within 14 days of receiving your original order. You then have 14 days from the date of your exchange request to return the item you want to exchange, in accordance with the "Châtel" law.. Returned items will be refunded on the original payment method, as well as shipping cost if the order is returned fully.


MUST I USE A PARTICULAR SHIPPER WHEN RETURNING PRODUCTS?

You are free to choose the carrier of your choice. We recommend a carrier with tracking information, as you're responsible for your return until delivery. 


ARE SHIPPING FEES AT MY EXPENSE?

Shipping fees are at your expense, except if the return is due to an initial error from our team. In this case, please inform customer service along the return process or by phone at +33 1 85 09 64 42 or email at eshop@officinegenerale.com


HOW LONG DOES A REFUND TAKE?

Once your return package has been received and validated, the refund will be processed within 2-3 days. You will receive an email confirming the refund.


HOW CAN I TELL IF YOU HAVE RECEIVED MY PARCEL?

Once your parcel has been received, our team will put its status into "Return received" waiting for the refund and/or exchange to be organized. 


WHY WAS MY RETURN REFUSED?

Your return may be refused for two reasons:
- It was received after the 15-day return period.
- It was received in unacceptable condition: products must be returned in pristine condition and in their original packaging. Products may not be returned if they are incomplete, damaged, soiled, or if they have been worn.

Contact our customer service by phone at +33 1 85 09 64 42 or email at eshop@officinegenerale.com


CAN I RETURN A PRODUCT BOUGHT ON THE WEBSITE IN A STORE AND VICE VERSA? 

Yes, you can return your order in one of our store, if you bring your order and give your personal information (Full name, order reference), you can also exchange it directly in store. Refund will not be made directly in store, but our staff will contact us to proceed with it within 2 days. 

OUR PRODUCTS

I AM LOOKING FOR A PRODUCT THAT IS NOT SHOWN ON THE WEBSITE?

The website features our current collection, as well as current collaborations. If you do not find the product you are looking for, please contact our customer service by phone at +33 1 85 09 64 42 or email at eshop@officinegenerale.com


A PRODUCT IS NOT AVAILABLE ON THE WEBSITE. CAN YOU INFORM ME OF AN OUTLET WHERE I MIGHT FIND IT?

Please contact our customer service by phone at +33 1 85 09 64 42 or email at eshop@officinegenerale.com


HOW CAN I GET MORE INFORMATION ABOUT A PRODUCT?

You will find its principal characteristics on the product page (description, composition, sizing guide, care instructions…)
For more information, please contact our customer service by phone at +33 1 85 09 64 42 or email at eshop@officinegenerale.com


WHERE CAN I FIND PRODUCTS FROM PREVIOUS COLLECTIONS?

You're looking for something in particular? please contact our customer service by phone at +33 1 85 09 64 42 or email at eshop@officinegenerale.com with a description of what you are looking for and our team will do its best to help you. 

CUSTOMER SERVICE

HOW CAN I CONTACT OFFICINE GÉNÉRALE CUSTOMER CARE ?

Please contact our customer service by phone at +33 1 85 09 64 42 or email at eshop@officinegenerale.com, from 10am to 7pm, Monday to Friday. 


HOW CAN I CONTACT YOU WITH A COMPLAINT ?

Please contact our customer service by phone at +33 1 85 09 64 42 or email at eshop@officinegenerale.com, from 10am to 7pm, Monday to Friday. 

ABOUT OFFICINE GÉNÉRALE

HOW CAN I OBTAIN THE ADDRESS OF A OFFICINE GENERALE POINT OF SALE?

You can obtain the addresses of our points of sale by clicking the "stores" link on the website.


WHERE CAN I GET MORE INFORMATION ABOUT THE BRAND ?

You can subscribe to our newsletter or contact our customer service by phone at +33 1 85 09 64 42 or email at eshop@officinegenerale.com, from 10am to 7pm, Monday to Friday.


HOW CAN I APPLY FOR A JOB AT OFFICINE GENERALE

Please send a cover letter, a resume to the following address : eshop@officinegenerale.com


I AM A RETAILER AND I WOULD LIKE TO SELL OFFICINE GÉNÉRALE

Please contact our wholesale department manager: dan@officinegenerale.com