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Our team is available to answer your questions Monday to Friday from 9:30 am to 5 pm.
Don't hesitate!
YOUR FREQUENTLY ASKED QUESTIONS
- AND ALL OUR Answers -
delivery & order tracking
Packages are generally dispatched within 24 hours after receipt of your payment.
The Chloé Stora teams do their best to ensure that the order is delivered within an average of 72 hours and a maximum of 15 working days from the shipment of the packages.
This period may however be extended during sales periods, private sales, outlet sales, and during periods of confinement.
Orders placed on the chloestora.com website on Friday afternoons and weekends are processed the following Monday, as are orders registered on public holidays, which will be processed on the following working days. .
We deliver your orders anywhere in the world thanks to Colissimo.
Shipping costs are free in mainland France with no minimum purchase.
The delivery costs in Europe (except mainland France) are the responsibility of the buyer and depend on his country of delivery. They will be specified to the customer on the summary page of his order.
ZONE 1: Colissimo 10 €
Germany, Belgium, Luxembourg, Netherlands.
ZONE 2: Colissimo € 12
Austria, United Kingdom, Spain, Portugal, Ireland, Italy.
ZONE 3: Colissimo 14 €
Estonia, Hungary, Latvia, Lithuania, Czech Republic, Slovakia, Slovenia, Switzerland, Denmark, Poland, Sweden.
ZONE 4: Colissimo 16 €
Bulgaria, Cyprus, Croatia, Finland, Greece, Iceland, Malta, Norway, Romania.
ZONE 5: Colissimo 28 €
United States, Canada, Australia, China, Japan, Hong-Kong, Singapore, South Korea, Thailand, Taiwan, Viet Nam, India, Russia , Israel.
Zone 6:
Africa (excluding Maghreb, Middle East, Americas (excluding United States and Canada), other Asian country, Oceania (excluding Australia)
Orders
Following your order, you will receive a confirmation email containing the details of your order as well as an order number consisting of 9 characters (XXXXXXXXX).
You can then find the tracking of your order in your customer account.
You will also receive an email when your order has been shipped. This will contain a tracking number which will allow you to locate your order in real time on the following link: https://www.laposte.fr/outils/suivre-vos-envois
For any special request related to your order tracking, contact us on contact@chloestora.com
My account
To create a Sandro account, all you need to do is:
1. Click on "my account" at the top right of the screen
2. Once on the identification page, enter your email address to create your account
3. Enter your details
4. Click on "register" at the bottom of the page
We recommend that you create an account in order to have access to the following advantages:
- Track your order
- Print your invoice
- Save your payment information
- Benefit from certain offers valid only for our customers with an account
- Save your wishlist and find your favorites
- Modify and add delivery addresses depending on your location
To add an address, log into your account then click on "My addresses".
You can then modify, delete or add your addresses at your convenience.
To identify yourself to your Chloé Stora customer account, all you need to do is:
1. Click on the "my account" icon at the top right of the screen
2. Enter your login details (email address and password)
You will then have access to your order history, your delivery tracking, your addresses, your whishlist ...
In order to reset your password, simply click on "forgot password".
Then enter your e-mail address in the insert provided for this purpose.
You will then receive a password recovery email, follow the link and choose a new password to log in.
Return & refund
The risks and costs of returns are the sole responsibility of the buyer, including any customs charges.
We advise the buyer to choose a shipment with a tracking number in order to secure the return of his order.
The refund is made upon receipt of the return on your payment method within:
1. 48 to 72 hours if you are in immediate debit, and can appear within 5 to 10 days on your bank account depending on the banks.
2. Deferred from 15 days to 1 month following the deadline agreed with your bank.
The buyer must inform whether it is a return or an exchange by filling out the return slip located inside the package, according to the information relating to his situation.
The buyer must then return the product (s) in its (their) packaging and its (their) original packaging and in new condition, accompanied by the duly completed return slip at the following address:
Ourq Activity Center
100 Avenue du Général Leclerc
Chloé Stora, Local 210 - 2nd Floor
93500 PANTIN
If you did not receive a return slip inside your order, we invite you to contact us by e-mail at contact@chloestora.com so that we can send you the document to complete.
Without undue delay, and in any event, no later than fourteen (14) days after communicating its decision to withdraw.
Payment
The buyer can pay for his order with the following payment methods:
1. Credit card: CB, Mastercard, Vica
2. Paypal account
3. Chloé Stora Discount Code
4. Payment in 3x free with Alma
We are committed to the payment security of your banking transactions.
You are in immediate payment:
the amount is debited when you validate your order (D + 2 maximum depending on the banks).
You are in deferred payment: the sum is debited from your account after a specific deadline agreed with your bank. In this case, it can be 15 days or a month.
In the event that one or more items in your order could not be shipped, the refund will be made to your means of payment within:
1. 48 / 72h if you are in immediate debit, and appears within 5 to 10 days depending on the bank.
2. Delayed for 15 days or one month following the deadline agreed with your bank.
Check that:
1. You are logged into your account
2. That your bank card has not expired
3. That the limit on your bank card has not been reached
4. That the name and surname of the cardholder do not contain any accent or symbol
5. That your item is available
6. Prioritize orders placed via computer
If all these conditions are met and you still cannot validate your payment, we will invite you to contact our customer service by email contact@chloestora.com
