Project X Paris FAQ
Orders and Deliveries
- Where is my order?
To check the status of your order, go to the shipping confirmation email you received. You can 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 folder), then your order is waiting to be shipped. You can also check your order status by logging in to your account.
- Why can't I complete my order?
Having problems with your cart or order? Try switching device (tablet or phone) and try again, and if the problem persists, please contact customer service by email or phone.
- How can I change or cancel my order?
Once your order has been confirmed, it is passed directly to our facility and therefore cannot be cancelled.
- I accidentally placed my order twice. What should I do?
Please contact customer service by email or phone to explain the problem so that a customer service representative can help you.
- Why is my order missing an item?
There may have been an order preparation error, or an item may be out of stock due to multiple simultaneous orders. If this is the case, you will automatically be refunded.
- What should I do if there is a problem with my order/defective item?
Please contact customer service by email with your order number and photos of the defective item in question. A customer service representative will guide you through the return process and manage your refund or exchange.
- What are the delivery times?
We offer worldwide shipping from Monday to Friday, excluding holidays. Orders placed before noon are dispatched on the same day. Orders placed on Friday afternoons and weekends are dispatched on Mondays. For more information on delivery times on your country please visit https://www.projectxparis.com/en/content/1-livraison.
- What are the delivery options and shipping costs?
To facilitate shipping, we offer three delivery services: Colissimo, Chronopost and UPS Access Points (France only). For more information on deliveries in your country, please visit: https://www.projectxparis.com/en/content/1-livraison.
Returns and refunds
- How do I return an item?
You can return items for exchange or refund within 14 days by:
- Completing the return form in your package
- Sending unworn products with original tags to the following address: TJMAX, 290 Rue de la Belle Étoile, 95934, Roissy CDG.
Upon receipt of your package, we will process your exchange or refund. For more information, please contact customer service by email or phone.
- I lost my return form. What should I do?
If you have lost your return form, you can contact customer service by email or phone to request a new one.
- Are returns free?
Returns for orders placed via Colissimo and Chronopost are borne by the customer. Returns for orders delivered via UPS Access Points are free (France only).
- What is the refund policy?
We will refund the original price paid for the returned item. The total cost of the returns will be credited according to the buyer's original payment method. The buyer's payment card will be credited once the returned items have been processed and the credit will appear on the customer's next bank statement. The original shipping costs are non-refundable, except in the event of cancellation by the seller. Once the refund has been finalised, you will receive a notification by email.
- How long will it take to receive a refund?
Once we have received your return, we need 24-48 hours to process it, and during busy periods the processing time may be longer. It usually takes 3 to 5 days for the transfer to arrive in your bank account. These times may vary depending on your bank(up to 10 days), in which case you can contact them regarding the delay.
- Can I return an item to a store?
Unfortunately we do not currently accept in-store returns.
- How do I exchange an item?
Please return the item(s) according to the return procedure. Please indicate the item(s) to be exchanged, the reason for the exchange, and the colour and size of the new item on the return form. Please include the completed return form inside the package containing the returned item. The availability of the requested replacement item cannot be guaranteed. Your replacement order will be shipped using the same delivery method as your original order (excluding Chronopost). The shipping costs associated with this replacement order will be borne by Project X Paris. Once the exchange has been finalised, you will receive a notification by email.
Payment and Promotions
- Is your payment processing secure?
Our website https://www.projectxparis.com/en/is secured by an SSL certificate.
Which payment methods do you accept?
We accept the following payment cards: Visa, Visa Debit, MasterCard and Maestro. We also accept payments via PayPal. We do not take orders over the phone.
- My payment was declined. What should I do?
In the event that your payment is declined we invite you to try again, and if it does not work then we suggest that you contact your bank directly to verify that you have sufficient funds.
- How do I use a promo code?
To use a promo code, simply go to your cart and type the code in the "Vouchers" box. You can only use one promo code at a time. Promo codes cannot be combined. If you have a problem with your promo code, you can contact customer service by email or phone.
- Do you offer Project X Paris gift cards?
We offer gift cards to treat yourself or somebody else at https://www.projectxparis.com/en/34-gift-cards.
- Do you accept gift vouchers?
Unfortunately we do not accept gift vouchers.
- Why can’t I find the item I want?
You can use the search bar to search for a product by name or by reference number. The item in question may be out of stock. Do not hesitate to contact customer service by email or phone.
- I saw an item I like on Instagram. Where can I find it?
You can find all our products posted on Instagram in the "shop my Instagram" section on our website: https://www.projectxparis.com/en/content/15-shop-my-instagram and on our Instagram page by clicking on the product tag or the Shop tab.
- I saw one of your pieces on a celebrity or in a video. Where can I find it?
We update our website regularly, so if you saw one of our pieces on a celebrity it may already be available on the website or will be soon. For more information, do not hesitate to contact customer service.
- How can I find out my size?
You can consult our size guide, available online.
Most of our products are designed in a standard fit. In general, a men's size L will fit someone 180 cm tall weighing 75 kg. If a certain piece fits differently, it will be indicated in the product description. "Oversized" means that the product is designed in a larger fit.
Many of our products can be worn in a fitted or loose style. If you prefer a loose fit, we recommend going up a size.
- Do you use French or American sizing?
We use American sizing for jeans and French sizing for the rest of the collection.