Contact
Available Monday to Friday from 9:30 AM to 6:00 PM
By phone at +33 1 76 39 01 58
or by filling out the form:
Frequently Asked Questions
Where is my order?
To check the status of your order, you need to click on 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 folders), then your order is awaiting shipment. It is also possible to check the status by logging into your customer account.
I can’t place an order?
Having trouble with your cart or order? Try switching devices (tablet or phone), and if the problem persists, please contact customer service by email or phone.
How to modify or cancel an order?
Once your order is confirmed, it is immediately processed in our facilities and it is no longer possible to cancel your order.
I made a mistake and accidentally placed two orders?
Please contact customer service by email or phone to explain the issue so a customer service representative can assist you.
My order is incomplete, an item is missing?
In case of a preparation error or out of stock, the customer receives a credit note or a refund.
What to do in case of preparation error / defective item?
Please notify us by contacting customer service by email with your order number and photos of the defective item. The customer service representative will guide you through the return process and provide 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, excluding holidays. Orders placed before noon are shipped the same day. Orders placed Friday afternoon and on weekends are shipped on Monday. For more information on delivery times please visit https://www.projectxparis.com/fr/1-livraison.html.
Which carriers are offered and what are the shipping costs?
Shipments are made via Colissimo and Chronopost. Delivery is not free. More information: Project X Paris Shipping
How to return an item?
Returns are possible within 14 days. Please send back unworn items with their tags to the following address:
TJMAX LOUVRES
ZAC de la Butte aux Bergers
9 avenue du Noyer à la Malice
Building A1, 95380 LOUVRES
You can now choose between an exchange, a credit note, or a refund.
For any additional information, feel free to contact our customer service by email or phone.
Are returns free?
No, returns cost €3.99 depending on the chosen option. Customers can also return items by their own means.
What are the refund conditions?
We will refund you the original price paid for the returned item, provided that the return is made at your expense.
If the return is made using our prepaid return label, the return shipping fees will be deducted from the refund amount.
The total amount of returned items will be credited according to the buyer’s original payment method. The original credit card will be credited once the returned items are processed.
Initial shipping fees are non-refundable, except in case of order cancellation by the seller.
Once the refund process is completed, a notification will be sent to you by email.
What is the waiting time for a refund?
When we receive your return, it takes us 24 to 48 hours to process it; during busy periods, processing time may be longer. Generally, it takes 3 to 5 days before the transfer appears on your bank account. Exceptions may occur depending on banks (up to 10 days), in which case you can contact them regarding the delay.
Can I return an item in store?
Unfortunately, we do not currently accept returns in store.
How to make an exchange?
To make an exchange, please first submit your return request in the "Request a return" section of your account.
Once in this section, you will have the option to click on "Request an exchange". You can then select the desired new size.
Once your request is validated, a new order will be automatically generated with the item in the chosen size.
Is payment secure?
Our website www.projectxparis.fr is secured with an SSL certificate.
What payment methods are accepted?
We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro. We also accept payments via PayPal. No orders can be placed by phone.
My payment was declined, what should I do?
If your payment is declined, please try again and if it still doesn't work, we recommend contacting your bank directly to ensure you have sufficient funds.
How do I use a promo code?
To use a promo code, simply go to your cart and enter the code in the "Discount Code" box. You can only use one promo code at a time. Promo codes cannot be combined. If you have an issue with your promo code, you can contact customer service by email or phone.
Do you offer Project X Paris gift cards?
We do offer gift cards to give or receive, for this please visit our page: Gift Cards
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 its name or reference. The item may be out of stock. Feel free to contact customer service by email or phone.
I saw an item on Instagram, where can I find it?
I saw one of your products on an artist or in a music video, where can I find it?
We regularly update our site, so if you see an item about an artist, it may already be available on the site or will be soon. For more information, feel free to contact customer service.
How can I find my size?
You can check our size guide available on the site.
- Most of our products fit true to size.
- Generally, for the Men's collection, size L corresponds to 180 cm / 75 kg.
- If the product fits differently, it is indicated on the product page.
- "Oversize fit" = loose fit.
- If you prefer a loose fit, it is recommended to take one size up.
Are these French or American sizes?
They are American sizes for jeans and French sizes for the rest of the collection.