FAQ: Frequently Questions

You will find the answers to your questions below.

You can also consult our Terms of Sales. 

 

 

1. Order assistance

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Connect to my account and first order on your new site

First connection to your account on our new site?



You can't find this email? Contact customer service on 01 77 35 14 72.

How to order

Your order takes place in several stages:

Step 1: Add items in your basket




Step 2: Purchase
To finalize your order, you must first validate your basket. Click "Show the basket" to access the summary page of your order. You can then modify the size and quantity of the items you have selected






After validating your information, click on "Continue to payment" you will be redirected to the payment step.





  You will then receive an order confirmation email (if you have not received it, we advise you to check in your spam file)






Keep this email. The latter contains the details of your order, your delivery and billing information, the estimated date of your delivery as well as the amount you have set online.


How to benefit from the advantages codes?

An "Advantage Code" space is located at the bottom of your basket. If you have one of these codes, register in the insert to automatically benefit from the advantage reserved for you (reduced shipping costs, reduction on your order.).

Is there a minimum order?

No, we do not fix a minimum order.

2. DELIVERY

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For any order, IZAC offers you delivery in Chronopost and Chrono-Relais. Delivery in France between 3 and 5 working days (excluding weekends and holidays). This period can be extended during periods of high activity and sales.

The delivery time of a product, corresponds to the period of preparation of the order, to which is added the delivery time by the carrier according to the mode of transport chosen by the customer.

IZAC cannot be held responsible for delivery delays which are attributable either to the customer, or to the unpredictable and insurmountable fact of a third party to the contract, or to a case of force majeure.

Metropolitan France, Corsica and Monaco

Delivery is free for all orders above 30 € shipped to mainland France, Corsica and Monaco.

Chronopost

Delivery is ensured thanks to Chronopost services for metropolitan France, Corsica and Monaco. This is free for any order exceeding € 30 and if not, billed € 4.99. Otherwise, delivery is provided by Chronopost International 2-5 days (from € 13) for all countries, except Saint Martin, Georgia and French Polynesia. In the event of delivery to CTOMs and countries outside the EU, administrative and customs costs can be applied by the carrier.

Shipping in store

You can have free for free in store via the Click & Collect option. You will be notified by email as soon as the store is in possession of your package.

Relay delivery

At the time of delivery, you can choose the relay point. Select this delivery method to show the relay points card. Then choose the relay point of your choice and you will be kept informed as soon as your package has arrived. This delivery method is € 1.99 for any order less than € 30 and free above this threshold.

Do you deliver outside France?

We deliver nearly 22 destinations in Europe. You will find below the list of destinations where we deliver:

Delivery is ensured thanks to the Chronopost International services (3 to 8 days).

Germany, Belgium, Luxembourg, Netherlands: € 13

Spain, Italy, United Kingdom: 16 €

Austria, Denmark, Ireland, Portugal: 17 €

Finland, Faroese Islands, Sweden: € 21

Greece, Hungary, Poland, Czech Republic, Slovakia, Slovenia, Russia: € 24

Bulgaria, Cyprus, Estonia, Latvia, Lithuania, Malta, Romania: € 24

Switzerland: 25 €

Asia: 65 €

Canada, United States, Mexico: € 70

South America: 70 €

Dom Tom: 70 €

Africa: 85 €

What is the delivery delay ?

Delivery in France between 3 and 5 working days (excluding weekends and holidays). This period can be extended during periods of high activity and sales.
Depending on their availability, some items may be subject to separate and delayed shipping. The following delivery times are given as an indication and depend on the day and the time of your order, as well as the selected carrier. We undertake to comply with a maximum delivery date indicated to you during validation and on your order confirmation.

Metropolitan France, Corsica, Monaco: deadlines of 3 to 5 days

Other destinations: 3 to 8 days


What happens if I am absent at the time of delivery?

In the absence of the recipient of the order, your package will be given to the postal contact point indicated on the passing notice filed in your mailbox. Your package will be kept in the postal point of contact during a period of 15 calendar days from the day after the day of deposit of the notice. At the end of this period, the package will be returned to us. In the case of a relay point, the package will be available for a period of 7 working days. At the end of this period, the package will be returned to us.

In the event that exceeding the deadline is attributable to you (the delivery address that you have communicated to us was not correct, or you have not passed to look for the package within 15 days prartured), the costs of the package of the package will be your responsibility.

Or do I have to look for my package?

For any order made on the site, you will receive an email reminding you of the delivery address you have provided to us. In the event of absence during delivery, a notice of passage of the carrier will tell you where you can receive your package.

Can I change a delivery address / Delivery content?

Once the order has been validated, it is unfortunately you can no longer make any modification. Indeed, to guarantee you the best delivery times, we prepare and ship your order in the hours following the validation of your basket. However, you can modify your default address for the next orders in the my contact details of your customer area.

3. Products

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Are the prices indicated all taxes included?

Yes, the prices of the items are indicated in TTC (VAT applicable in mainland France). You will therefore not have a tax supplement to pay for deliveries in mainland France. For orders outside mainland France, when the package intended for export will reach destination, it will be the recipient to pay taxes or customs duties that apply to the country of destination. The details of the taxes weighing on your order is specified in your basket as well as your order confirmation and your invoice.

4. PAYMENT

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What are the payment options available ?

We accept bank card payments: credit card, visa card, mastercard card and American Express card. We also accept payment by Paypal and Alma payment in several times. Postal checks, bank checks, transfer or administrative mandate are not accepted. Electron cards from the Visa network and MAESTRO CARDS of the Mastercard network are not accepted in the context of online payment on our site.

Is the payment secured ?

Yes, payment is 100% secure. Transactions carried out on www.izac.fr are secured by the payment system of our partner Systempay. All the information exchanged to process payment is encrypted thanks to the SSL protocol. These data cannot be detected, intercepted, or used by third parties. They are not kept on our computer systems either. When you are asked to introduce your credit card number, you can check, from your browser that you are in a secure area. For your safety, Systempay checks that the connection with your browser is well secured before sending your financial data. Systempay is a technical provider, and does not take care of the disputes related to orders. These must be settled directly with www.izac.fr or your bank.

Are my bank details preserved?

No information of a banking nature is stored on our site. Your banking data is directly entered on the secure server of our technical and financial partner Systempay. The banking information you give, encrypted on your own computer, will never circulate on the internet.

I wish to be informed of the new features of the Izac e-shop

To be sure to be always informed of the news, we invite you to register for the newsletter.

My payment is refused, why?


You have up to 3 payment attempts to pay your order. If none of these attempts is successful, your payment will be refused and you will be redirected to our site to a screen meaning the refusal of your payment. Your payment may have been refused for various reasons: an error in entering your bank details, the amount of the order may exceed that of your financial reserves, etc.

Contact our customer service to find out the reasons and find a solution together to finalize your order. We remind you that the Electron cards of the Visa network and the MAestro cards of the Mastercard network are not accepted in the context of online payment on our site.

I paid by CB and I did not receive a confirmation email?

If payment by bank card has worked and you have not received an order confirmation email within 5 minutes, contact our customer service immediately.

Banking verification sometimes takes a little more time and must be validated manually.

In the event of payment by gift card or anniversary voucher, the card or the good code is to be completed in the payment page, in the "payment information" insert.

5. Payment in several times: Alma

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What are the conditions for paying in several times?

● Payment in several times is eligible for baskets greater than 150 €.
● Cards accepted are the cards issued in France Visa, Mastercard and American Express type.
● Prepaid and virtual and systematic authorization cards are not accepted.

I want to pay in several times, how to do it?

On the payment page, select “Pay in several times with Alma”. You will then be redirected to a payment page on which you will have to enter your bank details as for a standard payment. You will find the summary of your upcoming deadlines. You will then receive a summary email with the schedule of your deadlines and then a reminder email 3 days before each deadline.

Is payment in several times with Alma secure?

Alma systematically performs a 3D Secure verification to confirm that you are the owner of the card used. Your bank then sends you a confirmation SMS or a push notification in your banking application, in order to confirm that you are indeed at the initiative of this operation and that it is not fraudulent.

Is payment in several times available in your stores?

Payment in several times is available in our stores from € 150 purchase and eligibility conditions are the same as for our website. You just have to ask the seller to pay in several times with Alma and the latter will guide you.

I want to be reimbursed but I paid in several times with Alma, what should I do?

Alma is our payment partner but he cannot have access to the management of our orders. If you wish to cancel your order or obtain a refund, we invite you to contact us at the following address: serviceclient@izac.fr

You have more questions ?

Do not hesitate to go to the Alma FAQ (https://support.getalma.eu/hc/categories/360001414839-client) or to contact them directly at support@getalma.eu

6. RETURN

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How to return an item ?

The refund will be made within 30 days from the date on which we are informed of your request.
The referral is made exclusively by post to our Logistics Center in Sars Les Rosières (full address on your return voucher).

The return costs are your responsibility. We strongly advise to make a return with follow -up.

The items must be returned to their original packaging, with their label and their possible accessories, in a perfect state of resale. They should therefore not have been worn, washed, or damaged, nor retouched.


To make a return online, please go to our website in your customer area, tab My orders then click on the button MAKE A RETURN at the level of your order.

You will then have the option to make a return or an exchange. Once you have made your choice, you will receive a return label, the amount of which will be deducted from any refund. Refunds are then made to the same payment method used.

Some of our articles, due to their special characteristics, cannot be taken back.
- Unwrapped underwear and swimwear
- Cashmere jumpers

Have you received my feedback?

We send you an email as soon as we receive the feedback to our warehouse. In the event that you have not received a reception confirmation by email within 10 days of your dismissal, we invite you to contact customer service and we will contact you as soon as possible. We advise you to join your message the reference of your package.

What should I do if my package is damaged?

When receiving my packages, if I believe that packaging has traces of deterioration, I have the opportunity to:

- either refuse the package, it will then be returned directly to my sender;

- be asking for a provision at my post office so that I can open it in the presence of an authorized agent.

If your package has been accepted by a third party, you can always fill out the post office form, a customer advisor will study your request and a response will be provided to you within 2 working days. In any case, you cannot accept the package by issuing reservations.

My article has a defect

IZAC pays attention to the quality of its products. If however, despite all the quality checks carried out, a defect is to be reported, we invite you to contact customer service at the address serviceclient@izac.fr to have this problem noted in order to receive a new item or to be reimbursed. In the event of a proven defect from us, you will have the possibility of exchanging your item (within the limits of available stocks) or being reimbursed.

7. REPAYMENT

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Once your package is returned, your order will be reimbursed immediately. You will receive a confirmation email once the refund has been made.

The refund will be made on the means of payment used during the purchase (gift card, bank card or paypal).

If the refund is made on your gift card, a new code will be generated and will be sent to you by email. Your new gift card is valid for 6 months in store and on our online store.

When reimbursing an order, if the card used when purchasing arrives at expiration, a RIB will be requested. The reimbursement period can then be extended.

The amount of your refund is incorrect after return?

We are sorry if we made a mistake with your refund.
If this is the case, you can contact our customer service by email at the address serviceclient@izac.fr and we will do what is necessary to help you.

The difference in the amount of the reimbursement may be explained if a promo code or a reduction has been applied at the time of purchase but is no longer valid following the return of the item.

8. My customer area

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To connect to your customer area, simply enter the "My customer area" tab in the high navigation bar. Your email and password will be requested on the home page. The password is the one you have indicated in your order form.

I forgot my password

If you forgot your password, click on the link below to be redirected to the forgotten password form. An email will be sent to your messaging with your new password.

I wish to modify my personal contact details.

In accordance with the "Informatique et Liberté" law of January 6, 1978, you benefit from a right of access, rectification, modification and deletion to data concerning you. The site is declared to the National Commission for Data Protection - CNIL under No. 1799476 V 0. From your customer area, you have the possibility of modifying your personal contact details and modifying your reception options for our newsletter. You can still exercise these rights by sending us a letter to the following address or by email:

IZAC Service e-shop

10 place Marie-Jeanne Bassot

92,300 Levallois

I wish to follow my order.

By accessing the commands section of your customer area, you have the possibility to follow the preparation state of your order.

How to subscribe to the newsletter?


To subscribe to the newsletter, appointment and at the bottom of the site's home page. You just have to enter your email address and validate. Another possibility, in your customer area (my customer area), select the "My subscriptions" tab. You can subscribe to the newsletter on this page as well as the novelty alert.

9. PROTECTION OF PERSONAL DATA

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We are committed to you, visitors and customers of our site, in order to guarantee the strict confidentiality of the personal information you provide to us.

Our policy of use of cookies

In order to process your order, we must be able to know your customer profile and identify the products you buy. To do this, we deposit small programs, called cookies, on your computer.

Cookies memorize, the time of your visit, your identity (known thanks to your email and your password) and the content of your basket. After you have left our site, this information is stored during 30 days after which it is definitively erased from our site.

Protection of personal data

As a merchant site, we collect a number of information necessary for the processing of orders. All this information is processed with the greatest confidentiality.
In accordance with the "Informatique et Liberté" law of January 6, 1978, you benefit from a right of access, rectification, modification and deletion to data concerning you. The site is declared to the National Commission for Data Protection and Liberties - CNIL under No. 1799476 V 0.

You can exercise this right by sending us a letter to the following address or by email:

IZAC E-shop customer service
10 place Marie-Jeanne Bassot
92300 Levallois Perret
Email: serviceclient@izac.fr
You can still change your personal contact details from your customer area by identifying your email and password.

10. Exchange in store

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Current collection
You can exchange your IZAC article for another product of equal or higher value in one of our stores subject to availability and on the current collection. You have a period of 30 days to go to the store by providing your invoice or your e-commerce delivery note in your package.

The items must be returned in their original packaging, with their uncoupled label and in a perfect state of resale (not worn, unwanted, not deteriorated or salis, not retouched).

Outlet & end of collection:

The articles of the Outlet or end-of-collection categories are exclusively available on our e-shop and in our Outlet stores. Returns are made only by post and exchanges are possible in Outlet stores.

Web exclusivity (including clearance sale):
Promotions Exclusive Web are only available on our online store. Returns are made only by post and exchanges are not possible in the store.

We invite you to contact our customer service on 01 77 35 14 72, Monday to Thursday, 9 a.m. to 1 p.m. and from 2 p.m. to 6 p.m. and Friday from 9 a.m. to 1 p.m. and from 2 p.m. to 5 p.m. In the shop of your choice. No refund or having is practiced in store for a purchase made on www.izac.fr

11. E-Carte Gift

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The Gift E-Carte works in France only. It can be used in several times and is sent by email on the date of your choice. It is valid on the entire site or in stores (excluding franchisees, Talange and Franconville stores) for a year from the date of sending to the recipient.