Contact us

FAQ Project X Paris

   Orders and Deliveries

- Where is my order?

To check the status of your order, you need to click on the shipping confirmation email you received. You will be able to track your order by clicking on the tracking number link. If you have not received your shipping confirmation email (don't forget to check your spam or junk folders), then your order is awaiting shipment. It is also possible to check the status by logging into your customer area.

- I can't place an order?

A problem with your cart or with your order? Try to change the device (tablet or phone), and try again if the problem persists, please contact customer service by email or phone.

 - How do I change or cancel an order?

Once your order is validated, it goes directly into processing in our premises and it is therefore no longer possible to cancel your order.

- I made a mistake and placed two orders without doing so on purpose?

Please contact customer service by email or phone to explain the problem so that a customer service representative can assist you.

- My order is incomplete, an item is missing?

It is possible that an error of preparation occurs, or that an article is out of stock following a simultaneous order of several people. In this situation, you are automatically refunded.

- What to do in case of a preparation error / defective item?

We invite you to let us know by contacting the customer service by email with your order number, and photos of the defective item in question. The customer service representative will guide you through the process of returning the item as well as the information on the refund or exchange of the item.

- What are the delivery times?

We offer shipping within 24 hours (via Chronopost, otherwise 48 hours) from Monday to Friday, except on public holidays. Orders placed before noon are shipped the same day. Orders placed Friday afternoon and weekend are shipped Monday. For more information on delivery times please visit thehttps://www.projectxparis.com/fr/content/1-livraison. 

- What carriers are available and what are the delivery costs?

To facilitate shipments, three transport services are offered: Colissimo, Chronopost and UPS. In metropolitan France, delivery to UPS relay points is free.

For more information on delivery you can go to this page:https://www.projectxparis.com/fr/content/1-livraison. 

  Return and refund

- How do I return an item?

You can make a return for exchange or refund within 14 days by proceeding as follows:

• Send the unworn products with the original labels to this address: TJMAX, 290 rue de la belle étoile 95700 ROISSY EN FRANCE.

As soon as we receive your package, we will proceed to the exchange or the desired refund. For more information, please contact the customer service by mail or by phone.

- Are returns free?

The returns of orders placed by Colissimo and Chronopost are at the customer's expense. The returns of the orders placed by point relay UPS are free.

- What are the terms of the reimbursement?

We will refund the original price paid for the returned item. The total amount of the returns will be credited to the buyer's original payment method. The buyer's original credit card will be credited at the time of processing the returned items 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 process is finalized, you will receive an email notification.

- What is the waiting period for a refund?

When we receive your return, it takes us 24 to 48 hours to process it, during busy periods the processing time may be longer. It usually takes 3 to 5 days to see the transfer on your bank account. There may be exceptions depending on the bank (up to 10 days), in this case you can contact them regarding the time.

- Can I return an item to the store? 

Unfortunately, we do not have any returns in store at this time.

- How to make an exchange?

We invite you to return the item(s) by following the return 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 package containing the returned item. Availability of the requested replacement item cannot be guaranteed. Your replacement order will be sent to you using the same shipping method (except Chronopost) as your original order. Shipping costs related to the replacement order will be charged to Project X Paris. Once the exchange procedure is finalized, you will receive an email notification.

Payment and Promotions

- Is the payment secure?

Our websitewww.projectxparis.fris secured via an SSL certificate.

- What are the means of payment?

We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro. We also accept payment via PayPal. No orders can be placed by phone.

- My payment was refused, what should I do?

If the payment is refused we invite you to try again and if it doesn't work then we invite you to contact your bank directly to verify that you have sufficient funds.

- How to use a promo code?

To use a coupon code, simply go to your shopping cart and type the code in the "Advantage Code" box provided for this purpose. You can only use one coupon code at a time. The coupon codes are not cumulative. If you have a problem with your coupon code, you can contact our customer service by email or by phone.

- Do you make Project X Paris gift cards?

We propose you indeed gift cards to offer or to make you offer, for that go onhttps://www.projectxparis.com/fr/34-cartes-cadeaux. 

- Do you accept gift certificates?

Unfortunately, we do not accept gift certificates.

Product information

- 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 by reference. It is possible that the item in question is out of stock. Do not hesitate to contact the customer service by mail or by phone.

- I saw a post on instagram where can I find it?

You can find all our products posted on instagram in our "shop my instagram" section on the site: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 saw one of your products on an artist or in a video clip where can I find it?

We update our site regularly, 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 our 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 a body size of 180cm and 75kg. If the product is sized differently, it is indicated in the product description. When it is indicated.

"Oversize" means that the product is large.

Many products can be worn slim or wide. If you prefer wide, it is advisable to take a size up.

- Is it FR or American size?

It is the American size for jeans and FR size for the rest of the collection.