FAQ Project X Paris
Orders and deliveries
- Where can I find my order?
To check the status of your order, click on the shipping confirmation e-mail you received. You can track your order by clicking on the tracking number link. If you haven't received your shipping confirmation e-mail (don't forget to check your spam or junk folders), then your order is awaiting shipment. You can also check the status by logging into your customer area.
- I can't place an order?
Problems with your basket or order? Try changing your device (tablet or phone), and try again if the problem persists, please contact customer service by e-mail or telephone.
- How do I change or cancel an order?
Once your order has been validated, it goes straight into processing at our premises, so it is no longer possible to cancel your order.
- I made a mistake and placed two orders without realizing it?
Please contact customer service by e-mail or telephone to explain the problem, so that a customer representative can help you.
- My order is incomplete, an item is missing?
It is possible that a preparation error occurs, or that an item is out of stock following a simultaneous order from several people. In this case, your money will be refunded automatically.
- What to do in case of preparation error / defective item?
We invite you to let us know by contacting customer service by e-mail with your order number and photos of the defective item in question. The customer service representative will guide you through the return process and provide you with information on refunding or exchanging the item.
- What are the delivery times?
We offer shipment within 24h (via Chronopost, otherwise 48h) from Monday to Friday, except public holidays. Orders placed before noon are dispatched the same day. Orders placed on Friday afternoons and weekends are dispatched on Mondays. For more information on delivery times, please consult the pagehttps://www.projectxparis.com/fr/content/1-livraison.
- Which carriers are available and what are the delivery costs?
To make shipping easier, we offer three transport services: Colissimo, Chronopost and UPS. In mainland France, delivery to UPS relay points is free of charge.
For more information on delivery, please visit this page:https://www.projectxparis.com/fr/content/1-livraison.
Returns and refunds
- How do I return an item?
You can make a return for exchange or refund within 14 days by proceeding as follows:
- Send unworn products with original labels to this address: TJMAX, 290 rue de la belle étoile 95700 ROISSY EN FRANCE.
Upon receipt of your package, we will proceed with the exchange or refund. For further information, please contact customer service by e-mail or telephone.
- Are returns free?
Returns of orders placed by Colissimo and Chronopost are at the customer's expense. Returns of orders placed by UPS are free of charge.
- What are the repayment terms?
We will refund the original price paid for the returned item. The total amount of the returns will be credited according to the buyer's original method of payment. The buyer's original credit card will be credited when the returned items are processed, and the credit will appear on the customer's next bank statement. Original shipping charges are non-refundable, with the exception of seller cancellations. Once the refund procedure has been finalized, you will receive an email notification.
- How long does it take to receive a refund?
When we receive your return, we need 24 to 48 hours to process it. During busy periods, processing time may be longer. It usually takes 3 to 5 days for the money to reach your bank account. There may be exceptions depending on the bank (up to 10 days), in which case you can contact them to discuss the delay.
- Can I return an item to the store?
Unfortunately, we are not able to offer in-store returns at the moment.
- How do I make an exchange?
We invite you to return the item(s) by following the returns procedure. Please indicate on the invoice the item(s) to be exchanged, the reason for the exchange, and the color and size of the new item requested. Please include the completed invoice inside the parcel containing the returned item. Availability of the requested replacement item cannot be guaranteed. Your replacement order will be sent using the same delivery method (except Chronopost) as your original order. Delivery charges for the replacement order will be borne by Project X Paris. Once the exchange procedure has been finalized, you will receive an email notification.
Payment and Promotions
- Is payment secure?
Our websitewww.projectxparis.fris secured by an SSL certificate.
- What payment methods are available?
We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro. We also accept payment via PayPal. Orders cannot be placed by telephone.
- My payment has been refused. What should I do?
If your payment is refused, please try again. If this does not work, please contact your bank directly to check that you have sufficient funds.
- How do I use a promotional code?
To use a coupon code, simply go to your shopping cart and enter the code in the "Coupon code" box. You can only use one coupon code at a time. Coupon codes are not cumulative. If you have a problem with your coupon code, you can contact customer service by e-mail or telephone.
- Do you sell Project X Paris gift cards?
We offer you gift cards to give or to have given to you. To do so, go toour gift card page.
- Do you accept gift vouchers?
Unfortunately, we do not accept gift vouchers.
- I can't find the item I want?
You can use the search bar on the site to look for a product by name or reference. The item in question may be out of stock. Please do not hesitate to contact customer service by e-mail or telephone.
- I saw an article on instagram where can I find it?
You can find all our products posted on instagram in our "shop my instagram" section on the website:https://www.projectxparis.com/fr/content/15-shop-my-instagram
As well as on our Instagram page by clicking directly on the product tag, or in the "Shop" tab.
- I've seen one of your products on an artist or in a video clip. Where can I find it?
We regularly update our site, so if you see an article about an artist, it may already be available on the site or will be soon. For more information, please contact customer service.
- How do I find my size?
You can consult our size guide here.
Most of our products fit normally. In general, for the Men's collection, size L corresponds to 180cm and 75kg. If the product is sized differently, this is indicated in the product description. When indicated.
"Oversize cut" means that the product cuts large.
Many products can be worn slim or wide. If you prefer wide, it's best to go up a size.
- Are we talking about FR or American sizes?
These are American sizes for jeans and FR sizes for the rest of the collection.