Frequently Asked Questions
Is the site secure?
Yes, our site is entirely secured in HTTPS, our banking partner Klik&Pay also guarantees the security of all payments. We adhere to the CNIL and respect the confidentiality of your personal information.
How do I know if the item I want is available?
The products presented on our website are subject to our availabilty. It can happen that the model you want is out of stock in your size. You have the possibility to receive an email when the product is available again in the box corresponding to "notify me when the product is available".
How do I use my promotional code or discount vouchers?
To use a promotional code, enter it in the "Do you have a promotional code?" box on the order summary.
Can I cancel or modify my order?
To cancel or modify an order, contact our after-sales service on the contact form.
Shipping & Returns
Costs and delivery times
Orders are shipped within 24 hours (excluding Saturdays, Sundays and public holidays).
Standard delivery (Colissimo) in metropolitan France is from €4.99 and free for orders over €99.00.
24-hour express delivery (Chronopost) is €9.99 to metropolitan France and is available from €149.90. For the rest of the world, delays and costs vary depending on the destination.
We offer delivery in Europe for all orders over € 149.90 and worldwide for all orders over € 199.90.
How do I track my package?
You receive an email tracking the day of shipment. Orders are shipped within 24 hours (excluding Saturdays, Sundays and public holidays).
The items received are not correct or have a defect. What should I do?
If you have received an item with any defect or other than the one purchased, contact our after-sales service at firstname.lastname@example.org
How do I return an item purchased online for an exchange or refund?
Go to the return portal visible on the order receipt email.
In accordance with the legislation, you have 14 days from the date of receipt to return your items.
Products must be returned in their original condition and packaging. Under no circumstances should the shoes have been worn. Underwear is not returned or exchanged. When you try on a pair of shoes, we recommend that you wear them for a short time and on a clean floor
The cost of return is free of charge for any exchange request.
The cost of return is 5 euros deducted from your refund.
How do I know about the processing of my return?
As soon as we receive your return, you will receive an email confirming the receipt of your package. For an exchange request, you will receive the exchange of the desired size with free delivery. For a refund request, it will be made with the same payment method within 48 to 72 hours and the deduction of 5 euros.
How do I care for my shoes?
We offer 3 different products for the care of your shoes:
- VO7 Clean Fresh which prevents the formation of odour-causing bacteria in your shoes.
- VO7 Clean Fresh
- VO7 Clean Protect acts as a protective layer, your shoes will no longer suffer from the elements and will keep their new appearance longer.
VO7 Clean Protect
- The VO7 Clean Kit is an all-natural solution that cleans and maintains your sneakers efficiently and gently. Our care is 100% biodegradable and made from natural ingredients, without chemicals and abrasives.
VO7 Clean Kit