F.A.Q/ Return/ Shipping information
Can I contact the after-sales service at any time?
The after-sales service is open from 10 am to 7 pm from Monday to Friday. You can still contact us by email outside these hours, we will answer you as soon as possible: email@example.com
How can I pay for my order?
You have several means of payment at your disposal: Visa, Mastercard, American Express, Stripe and PayPal. To facilitate the transaction of your favorite items, we have set up a system in partnership with PayPal for payment in 4x without fees.
When will my order be prepared?
We are committed to preparing your order as soon as possible once payment is received. Orders placed before 10am (except Sundays) will be shipped the same day. Any order placed after 10 am will be sent within 24 hours.
I want a gift wrap, what should I do?
If you wish to offer a gift to a friend or family member and want it to be carefully wrapped, please specify in the comments of your order: Gift wrapping.
Can I change or cancel my order?
You can modify or cancel your order within 2 hours after your payment. To do this, you must contact us as soon as possible at 04.91.55.64.70 during working hours (10am - 7pm Monday to Saturday) or by mail 24 hours a day 7 days a week at the following address: firstname.lastname@example.org.
We commit ourselves to prepare your parcel as quickly as possible. In a delay superior to 2 hours, you will always be able to contact us, however it is possible that your parcel has already left. In this case you will have to send back the products at your expense, according to the conditions of return (Consult the CGV)
How to get an invoice ?
To retrieve your invoice, go to your customer area, click on the tab my orders, then download your invoice.
I received a defective product, what should I do ?
If you have received a defective product, please contact us as soon as possible by email 24/7 at the following address: email@example.com. We will answer you as soon as possible.
Please include a picture of the product in your request so that we can establish the extent of the defect. We will pay the return shipping costs if the product is considered defective by us.
I did not receive the right product, what should I do?
If you have received a product that does not correspond to your order, please contact us as soon as possible at the following address: firstname.lastname@example.org.
Please include a photo of the incorrect product in your request, so that we can verify the error.
Is click & collect available?
Yes, we have a free click & collect service. Visit our store at 21 rue Sainte, 13001 Marseille from Monday to Saturday, from 10 am to 7 pm to collect your purchases.
Do you deliver abroad ?
Yes, we have an international delivery service (EU and non-EU). You will be responsible for the shipping costs. If you live outside the E.U., you may be required to pay customs duties or import taxes. allanjoseph is not responsible for import duties or customs taxes, which are the sole responsibility of the buyer.
What are the delivery rates ?
For a Mondial Relay delivery service in France, the shipping fees are 7 euros.
For a classic delivery service in France by Colissimo with signature, the shipping costs are 10 euros.
What is the average delivery time ?
The delivery time depends on the method you choose when you place your order. For a shipment by colissimo, count between 2 and 3 working days in metropolitan France.
How can I follow the progress of my delivery ?
To track the progress of your delivery with Colissimo, go here
To track the progress of your delivery with Mondial Relay, go here
Compensation for lost packages
If within 8 working days after the order has been shipped, the buyer has not received his parcel, neither a delivery notice nor precise information via the online tracking of his parcel, he must go to his nearest post office or to his parcel point if it is a Colissimo delivery, with the parcel tracking number.
If the carrier does not find any trace of the package, the buyer will have to contact as soon as possible the Customer Service of allanjoseph.
Any complaint formulated beyond thirty calendar days after the date of validation of your order cannot be taken into account.
All our packages are sent against a signature and are insured at a flat rate of 23€/kg. This insurance is accessible only after having declared the dispute and obtained a favorable decision from the latter.
Returns, exchanges & refunds
How to make a return ?
According to the article L121-20 of the French Consumer Code, if you are not satisfied, allanjoseph.com will refund the amount of the item(s), excluding shipping costs, of your order. You have a period of 14 working days from the reception of your order to contact us and return the products.
The items must be returned in their original condition and packaging, must not be worn or washed and must have the original labels. If they are shoes, please take care of the box, which is part of the product.
Important information to know:
Products on sale will not be exchanged, only refunded.
You will be responsible for return shipping costs and customs fees if applicable.
We will not be responsible for items lost or damaged in transit.
You must complete the form provided (available in your package or downloadable here) and send it back to us with the item(s) you are not happy with.
21 rue sainte
How long does it take to get a refund?
We will proceed to the refund once we have received the product in the store and verified its condition. If you have placed an order, but the product is out of stock, the refund will be made immediately. It takes 3 to 5 days for the amount to be credited to your account again. A refund confirmation will be sent to you once the process is finalized.
How do I track the progress of my return?
To track the progress of your return, you can use the tracking number of the package you mailed. Once we receive the product, we will contact you by email to confirm the return and the details related to the refund.
Products & Stock
Are the stocks indicated reliable?
Our offers are subject to availability. It is possible that there are errors in the case of simultaneous orders, a product may be sold at the same time on our website: allanjoseph.com and in our store located at 21 rue sainte or 49 rue Francis-Davso 13001 Marseille.
In case of stock shortage or unavailability of a product, we commit ourselves to contact you as soon as possible by phone or by email to propose an exchange or a refund.
Can I order an unavailable product ?
The order of an unavailable product is not possible. You can however contact us on instagram to have information about a possible restocking of the latter.