FAQ
My account
Why should I create an account on ejerparis.com?
We invite you to create an account so that you can :
- track your online purchases, consult your order history and digital invoices
- manage your personal information
- manage your subscription to our newsletter to keep up to date with our latest news
- access a set of personalised services
How do I create an account?
To create an account, click on the ‘My account’ icon at the top right of the home page. Fill in the required information, then validate your registration.
How can I reset a forgotten password?
To retrieve your password, click on the ‘My account’ icon, then on ‘Forgotten password’ and enter your e-mail address. Within a few minutes, you will receive an e-mail allowing you to set a new password.
How do I change my personal details or delete my account?
To change your personal details, log in to your account on the EJER Paris website and consult the ‘My profile’ section. You will then be able to update your personal information.
To delete your account, please contact our customer care. We will respond to your request as quickly as possible.
How can I access my order history?
To access your order history, log in to your account on the EJER Paris website and consult the ‘My orders’ section.
Order and payment
What payment methods are available and are they secure?
We accept major credit and debit cards such as Visa, MasterCard, American Express and other payment methods such as PayPal and Apple Pay. During the payment process, the payment methods supported are displayed on the screen. All payments on our site are secure and encrypted to protect your sensitive bank card details.
How can I use my voucher or gift card?
When validating your order, you will see a field to enter your voucher or gift card code. Enter it and click ‘Apply’ to benefit from the savings.
Do I need to pay import taxes and custom duties?
Import duties and taxes may apply to international orders. These duties and taxes are beyond our control, as they are set by the customs authority of the country or region of destination and depend on a certain number of factors (country or region of origin of the product purchased, local VAT rate and other local taxes). You will be required to pay these charges if requested to do so by the local authorities.
Can I change my order after it has been confirmed?
Once your order has been confirmed, it cannot be modified. If you have any questions, please contact our customer care.
How do I report an issue related to my order?
If you have an issue with your order, please contact our customer care team by e-mail as soon as you receive your parcel. We'll get back to you as soon as possible.
I haven't received confirmation of my order, what should I do?
Once your order has been confirmed, you will receive a confirmation e-mail. If you miss this e-mail, please check your junk e-mail box. You can contact our Customer Care if necessary.
How can I change my delivery address on an order that has already been validated?
If you wish to correct or modify the delivery address of your order, please contact our customer care as soon as possible. Once your order has been confirmed, we cannot guarantee that it can be modified. However, we will do our best to fulfill your request.
Shipping and tracking
How do I check the status of my order?
Once your order has been dispatched, you will receive a confirmation e-mail with the tracking number for your package. If you placed your order using a customer account, the tracking of your parcel can also be found in your account, in the “My orders” section.
What are the delivery charges?
Shipping costs vary according to your geographical area and the weight of your order. They will be indicated during your purchase, at the checkout page. You can also consult our price list in the "Shipping and returns" section of our website.
What delivery methods are available?
The delivery methods available will be proposed to you when you confirm your order and will depend on your geographical area. Here are some of the carriers we use:
- Colissimo delivers to European destinations.
- DHL/FEDEX carriers deliver to international destinations.
We invite you to consult the complete list of our carriers in the “Shipping and returns” section of our site.
How long does delivery take?
Delivery deadlines vary according to your geographical area and the type of carrier you choose when placing your order. You can consult our price list in the “Shipping and returns” section of our website. We invite you to consult the complete list of our carriers in the "Delivery and returns" section of our website.
Do you deliver internationally?
Yes, we deliver internationally. Delivery costs and times will be calculated at the time of payment. We invite you to consult our price list and delivery deadlines in the “Shipping and returns” section of our website.
What do I do if I'm not at home at the time of delivery?
If you cannot be present at the time of delivery of your order, please contact the carrier of your order (Colissimo, Fedex, DHL) and provide them with the tracking number of your package to arrange a new delivery date.
Returns and exchanges
What are the returns procedures?
You have 14 days from receipt of your order to exercise your right of withdrawal and request a refund for any items that longer suit you. Products that have been opened, damaged, used, marked, modified or not returned in their original packaging will not be eligible for the right of withdrawal. Please note that personalised products cannot be exchanged or refunded.
How do I return or exchange an item from my order?
You have 14 calendar days from receipt of your order to exercise your right of withdrawal and request a refund. To do so, you must inform EJER Paris of your decision to withdraw by e-mail. Please note that personalized products cannot be exchanged or refunded. Items must be returned unopened, unused, in perfect condition and in their original packaging. Without this, no refund will be possible.
We advise you to keep the proof of your return request.
Who pays for the cost of returning the merchandise?
Return postage fees are at the customer's expense.
How does the refund work in the event of acceptance?
Once the return has been received and inspected, we will proceed with the refund, using the original method of payment.
Customer Care
How can I contact Customer care?
You can contact us via our contact form on our website or by e-mail.
How long does it take to get a response from Customer care?
We will do our best to respond to all enquiries within 24 working hours.
Newsletter
Why should I subscribe to the newsletter?
By subscribing to the newsletter, you will be among the first to find out about new products, events and news from EJER Paris.
How do I subscribe to the newsletter?
To subscribe to our newsletter, we invite you to provide your email in the subscription field in the "Newsletter" section, located at the bottom of the page of our site.
How do I unsubscribe from the newsletter?
You can unsubscribe from our newsletter by using the link at the bottom of the page of the newsletters you receive from EJER Paris.