Frequently Asked Questions (FAQs) | Cafe Coton

Who is CAFÉ COTON?

CAFÉ COTON was founded in 1990 and specializes in the marketing and distribution of men's shirts.

With 72 shops in France and around the world, CAFÉ COTON has established itself as the specialist in men's shirts and has been perpetuating a tradition of excellence for 30 years.
The brand is proud of its experience and sure of its know-how, and has developed different lines of distinctive and complementary shirts to satisfy the taste of the modern man in every occasion since its creation.

Find out more about CAFÉ COTON on the page "Our History".

How do I create an account on CAFÉ COTON’s website?

To create your account on CAFÉ COTON's website, you may do so from any page of the site by clicking on the "Login" icon at the top right of your screen.

Then simply click on "No account? Create one" and enter your e-mail address, which becomes your login, as well as the other required information in the appropriate fields.

How do I make changes to my account?

Changing your password, billing information, or shipping address is very easy. Click on “My account" at the top right of your screen and enter your login and password. Once logged in, you can view and change your personal information in the "Information" section.

I forgot my password, how do I log in to my account?

When you are on the login page for your account, click on "Forgot password?" and enter the e-mail address you used when you created your account. You will instantly receive a temporary link to reset your password (please check your spam folder).

How do I subscribe to the newsletter?

Subscribe to the CAFÉ COTON Newsletter when creating your account or once connected in the "Information" section by checking the box "Receive our newsletter". You may also subscribe by joining our "Club Privilège" at the bottom of the page on the site

What is the "Club Privilège"

By joining the "Club Privilège", become a free privileged customer and benefit from the following advantages throughout the year:

* Access to private sales
* Benefit from discount coupons
* Take advantage of the "Free Shipping" codes
* Get a sneak preview of our exclusive offers

How do I unsubscribe from the newsletter?

You can unsubscribe from our newsletter by clicking on the unsubscribe link at the bottom of the newsletter.

What do you do with my personal information?

The information you provide is necessary to process and deliver your orders. It is only used in the context of our commercial relationship with you. Without your explicit consent, none of your information will be passed on to any third party.

In accordance with the French Data Protection Act of 6 January 1978, you have the right to access and rectify your personal data via the form.

Please note that we never store your bank details, which are only processed by Payzen/Paypal certified organisations.

How do I place an order on CAFÉ COTON’s website?

To place an order on CAFÉ COTON, browse the site by accessing the products offered in the different categories.
6 steps and a few clicks...

- On the product page, add the item you want to your shopping cart (size and quantity information is compulsory)
- Choose between “Continue shopping" and “View my basket" (you will find your basket and the number of items in the top right corner of your screen)
- Check your basket, then click on the "ORDER" button
- Specify your delivery address (and your billing address only if different)
- Select your delivery method
- Make your payment via the "Payzen" banking platform

How long does it take to ship/deliver my order?

For each item, the shipping time is displayed just above the “ADD” button.
All our orders are shipped within 48 hours for a delivery in France.

As soon as the parcel is handed over to the carrier, you will receive an e-mail and a link (La Poste Colissimo) to track the delivery.

In rare and exceptional cases, certain commercial operations or health constraints may extend the announced delivery time. In such a case, you will be informed by e-mail.

How can I find out the status of my order?

Step 1 "Payment accepted"
We will send you a confirmation e-mail a few minutes after your order has been confirmed. In this email, you will find a summary of your order as well as a link allowing you to access your account and follow the progress of your order.

Stage 2 "In preparation"
You will receive an update email. Our pickers will collect your products and pack them for shipment. The parcel will then be sent to our postage service.

Step 3 "Shipped"
You will receive a last update email: Delivery of your parcel to the carrier with the "Coliposte" tracking number to follow the progress of the order to the chosen delivery address.

What Delivery Methods are Available?

When confirming each order, you will be offered the following delivery options:

- Mondial Relay delivery to collection points (at a collection point or Pickup Station)

- Colissimo home delivery with signature required (if you are not home, the parcel will be available at the post office)

- Chronopost Express home delivery with signature required (delivered the next day for all orders placed before 12 noon in mainland France)

- Chnonopost home delivery with signature for the Europe

- DHL Express home delivery with signature for all areas outside mainland France

Please note that for delivery to a collection point or Pickup Station, you must provide a mobile phone number. Without this information, the delivery time for your order will be extended.

Can I Have My Order Delivered Abroad?

Of course, delivery can be made to many countries abroad.
Please check the list of available countries during the checkout process, when you enter the delivery address.

Is it possible to change my order once it has been placed?

Once your order is validated on CAFÉ COTON's website, it is not possible to modify it anymore.

Is it possible to cancel my order once it has been placed?

You can cancel your order by contacting Customer Service as soon as possible by phone at +33 1 55 87 79 29. Once your order has been handed over to the carrier, it cannot be cancelled anymore.

My PROMOTION code doesn't work, what should I do?

Please remember to check the validity date of your code. Also be sure to enter your code without spaces and by using upper/lower case letters. If your code is valid, a text will be displayed and the price of the item(s) will be recalculated.

After following the above procedures and if the code does not work, please contact our Customer Service via the contact form in your account.

What do I do if I don't receive my order?

If you do not receive your parcel and no delivery notice has been left at your address, remember to check the status of your parcel on the carrier's website, depending on the delivery method chosen.

If the parcel is marked as "delivered", please contact us via the contact form in your customer area to check the delivery status.

What methods of payment do you accept?

We accept payment by PAYPAL and credit cards (via PAYZEN). Payments are fully secured by our partners (https and 3Dsecure).

The Payzen e-Commerce solution, recognised by the main players in the financial world, has been developed so that you can make your payments in an ergonomic and user-friendly environment, with optimum security and respect for your privacy. Payzen is the payment solution of choice for thousands of e-commerce sites. You will recognise these sites by the words Secure payment

Is it possible to return purchased items on CAFÉ COTON's website?

You can cancel your order within fourteen calendar days from the date of receipt of the purchased product(s).

Please note: Any item that does not contain the cardboard or plastic packaging of the folder with the barcode cannot be reimbursed, nor can worn or washed items.

What is the procedure for returning goods?

Any return must be requested and approved by our Customer Service. No return will be accepted without our prior authorization.

To do so, you must submit a return request directly from your order history in your customer area.

Select the order and the items to be returned from the "Product details" and click on the "Return a product" button.

Within 3 working days, we will validate the request for the return of your order by providing you with a "Return Form" to be printed or copied to enable you to return the parcel within 15 days.

Once my return request has been accepted, how do I return my order?

The products must be returned by the customer, at their own expense, in their original condition, folded in their original packaging, with all the elements used to package the products, to the address given in the e-mail sent to you.

You must enclose the delivery note that was in your parcel with your return.

Please note: any item that does not contain the cardboard or plastic packaging of the folder with the barcode will not be eligible for a refund, nor will items that have been worn or washed.

When can I expect to receive my refund?

Provided all conditions are met, CAFÉ COTON will reimburse refunds a customer who will have exercised his/her right of retraction within fourteen calendar days from the date of receipt of the parcel, at the latest within thirty days of receipt of the returned parcel

How will I receive my refund?

If the payment was made by credit card, and the credit card is still valid, the refund will automatically be made to the account linked to the card.

If the payment was made by Paypal, and the Paypal account is still active, the refund will be made to this Paypal account.

If the credit card or Paypal accounts are no longer active, our accounting department will refund you by bank transfer. In order to save time, please enclose a bank account number and a copy of your identity card in the return package or send it via the contact form in your customer area.

Is it possible to exchange an item on CAFÉ COTON's website?

CAFÉ COTON's website does not process exchanges but only returns against reimbursement. To speed up the process, we will refund the amount of the returned items to allow you to place a new order with the products you want.

Can I exchange my order in a CAFÉ COTON Boutique?

You have the possibility to exchange within 14 days the product purchased from our website, upon presentation of the invoice, directly in the following participating shops:

31 RUE ETIENNE MARCEL - 75001 PARIS

32 RUE TRONCHET - 75009 PARIS

CENTRE COMMERCIAL Italie 2, 30 AVENUE D’ITALIE - 75013 PARIS

CENTRE COMMERCIAL VAL D'EUROPE - 77711 MARNE LA VALLEE

CENTRE COMMERCIAL PARLY 2, 2 AVENUE CHARLES DE GAULLE - 78150 LE CHESNAY

The shop will exchange an item for an equivalent item, available in the shop at the time of the exchange (e.g. a shirt from the Exclusive line for an Exclusive shirt).

Our shops are not able to process revocation requests (see returns procedure).

Please note: any item that does not contain the cardboard or plastic packaging of the folder with the barcode cannot be exchanged, nor can worn or washed items.

What do I do if my order does not match the items I have chosen?

CAFÉ COTON undertakes to refund the order or to send you the product you initially ordered according to available stocks.

Please submit a return request directly from your customer area, specifying that your order is non-compliant.

Once your request has been validated, we will send you a prepaid return form by e-mail to be attached to the parcel to be returned to the following address:

CAFÉ COTON INTERNET
Customer Service
[Order no. / Return slip no.]
10, avenue Gutenberg
77600 Bussy-Saint-Georges, France

Please note: Any item that does not contain the cardboard or plastic packaging of the folder with the barcode cannot be reimbursed, nor can worn or washed items.