FAQ - Frequently Asked Questions
Account
1. How do I create an account ?
To create an account, click on the "sign in" icon located at the top right of the website or on https://www.whitty.paris/en/login?create_account=1, fill in the required fields, then confirm to complete the account creation.
2. How do I log in to my account ?
To log in to your account, click on the "sign in" icon located at the top right of the website or on https://www.whitty.paris/en/login?back=my-account, enter your email address and password, then confirm.
3. What should I do if I forgot my password to my account ?
If you have forgotten your password, use the "Forgot your password ?" link to receive a password reset email.
Order
1. How can I check that my order has been successfully validated ?
A confirmation summary email will be automatically sent to you after your order has been validated.
2. What is the status of my order ?
If you have not received your order and the tracking link does not provide useful information, please contact us at customercare@whitty.paris and include your order number.
3. Can I place an order without creating an account ?
Yes, you can place an order without creating an account thanks to the express checkout feature. You just need to provide the necessary information for delivery and payment of your order.
4. What should I do if the item I want is no longer available in the right size ?
If an item is unavailable, the client will be informed by email and may choose to wait or cancel the item, with an automatic refund to the original payment method. Once confirmed, the order cannot be modified.
5. How can I modify or cancel my order ?
You can modify or cancel your order only if it has not yet been shipped. Please contact us at customercare@whitty.paris, specifying your order number and the requested change.
Pre-Order
1. How does a pre-order work ?
The pre-order items are available for purchase for a limited time, with a specific delivery timeframe indicated under "Item delivery" on each product page.
2. When is my pre-order charged ?
The payment is charged in full at the time the order is placed.
3. When will the item be manufactured ?
The production of the item begins once the pre-order is confirmed. As these items are made only after the order is placed, they cannot be cancelled, returned or refunded.
Payment
1. In which currency are payments made ?
All payments are made in euros.
2. What payment methods are accepted ?
All payments can be made by credit card (Visa, Mastercard and American Express) via our secure platform, as well as PayPal, Apple Pay and Google Pay.
3. Are payments secure ?
The credit card data is encrypted and protected against any unauthorized access.
4. How will I receive my invoice ?
The invoice corresponding to the order is sent by Whitty Paris. The invoice related to the order is sent to the buyer electronically.
Shipping
1. Who handles the shipping of orders ?
The items sold on the Whitty Paris platform are shipped directly by the designers and partner artists, each being responsible for preparing, packaging and shipping their own items.
2. What are the shipping times to receive my order ?
The shipping times may vary depending on the designer or artist, item availability and the shipping location ; this information is provided on each product page for reference.
3. Can my order be delivered in multiple packages ?
If the order includes items from different designers and artists, several separate shipments may be made.
4. Who is responsible for shipping costs ?
The shipping costs are borne by the buyer and may vary depending on the designers and artists, the weight of the package, the destination and the chosen delivery method.
Order Tracking
1. How can I track the shipment of my order ?
You can track the progress of your order at any time from your personal account. To do so, log in to your account and go to "My account", click on "Order tracking", then click on "Details" and finally click on the link to track your order's delivery.
2. Is it possible to add a message regarding my order ?
Yes, it is absolutely possible to add a message regarding your order. To do so, log in to your account and go to "My account", click on "Order tracking", then click on "Details" and at the bottom of this page, you will find a section called "Add a message".
3. What is the delivery time for my order ?
The delivery time is provided as an indication on each product page.
Delivery
1. Is it possible to change my delivery address ?
If your order has already been shipped, the address can no longer be changed. However, you may change the delivery address or cancel your order before it is prepared by contacting customercare@whitty.paris.
2. What are the delivery costs ?
The delivery costs vary depending on the size, weight and destination of the items. The cost will be indicated at checkout.
3. Are there any customs duties or taxes to be expected ?
All applicable taxes are excluded from the amount paid at checkout. For further details, please contact your local customs authorities.
4. What are the reasons why some items are not shipped to some countries ?
Some items (perfumes, cosmetics) are considered dangerous by carriers and cannot be shipped.
5. My order arrived with an error or a defect, what should I do ?
Please contact us at customercare@whitty.paris, explaining the issue and providing clear photos of the item concerned. Our team will review the situation with the designer or artist. If an irregularity is confirmed, the item may be replaced or refunded. A compliance check will be carried out. In the event of a refund, the amount covering the price of the item as well as the round-trip delivery costs will be borne by Whitty Paris, the designer or the relevant artist. The refund may be processed a few days after the return has been received and validated by Whitty Paris, the designer or the relevant artist.
6. Is the delivery covered by insurance ?
Yes, all deliveries are covered by insurance. In the event of loss or damage during transport, the buyer cannot be held responsible. The sender of the order assumes responsibility after handing it over to the carrier.
Return
1. What is the allowed return period ?
In accordance with the Consumer Code in France, you have 14 days after the receipt of your order to exercise your right of withdrawal.
2. How do I return an item ?
Some items are not eligible for returns. To initiate a request, please contact us at customercare@whitty.paris with a brief explanation. You may also refer to the Return tab of the website.
3. Which items are not eligible for return ?
Some items cannot be returned, including pre-order items, which are non-exchangeable and non-refundable.
4. Do you provide a prepaid return label ?
No, the returns are borne of the buyer, including return delivery costs.
5. What is the timeframe to receive a refund ?
Once the item has been received and approved by Whitty Paris, the designer or artist, the refund may take a few days depending on your payment provider. You will receive a confirmation email once the refund has been processed.
6. Are the one-way delivery costs included in the refund ?
Yes, the one-way delivery costs are fully refunded, provided that the delivery has been paid for, and this within a maximum period of 14 days following the notification of withdrawal.
7. Are the return delivery costs included in the refund ?
No, the return delivery costs remain entirely the responsibility of the buyer and are non-refundable.
Withdrawal
1. How do I return an item ?
The buyer has 14 calendar days from the date of receipt to exercise their right of withdrawal. A withdrawal form model is available on https://www.whitty.paris/en/content/24-withdrawal-form-model. To do so, the buyer must notify their decision at customercare@whitty.paris and return the item in its original packaging to Whitty Paris, to the relevant designer or artist, within a maximum period of 30 days.
2. When will I receive the refund for my order ?
The refund, including the price of the item and the one-way delivery costs will be processed by Whitty Paris, and may take a few days after receipt and validation of the return.
3. Who covers the return delivery costs ?
The return delivery costs will be the responsibility of the buyer.
4. Are all items subject to the right of withdrawal ?
The items proposed as pre-orders, as they are made only after the order is placed, cannot be cancelled, returned or refunded.
Exchange
1. Is it possible to exchange all items ?
The exchanges are possible subject to item availability, except for some items that are not eligible, in particular items proposed as pre-orders.
2. In the case of an exchange, to whom should I return the item ?
If an eligible item exchange is requested, the buyer must return the item to the sender of the order, either directly to Whitty Paris, the designer or artist.
3. Who covers the return delivery costs related to sending the original item for the exchange ?
The return delivery costs related to sending the original item are the responsibility of the buyer, in accordance with applicable legislation.
4. Who covers the shipping of the new item requested in exchange ?
Whitty Paris, the relevant designer or artist covers the shipping of the new item requested in exchange. The shipping costs for the second parcel (reshipping of the exchanged item) are always borne by Whitty Paris, the relevant designer or artist and may under no circumstances be charged to the buyer.
Refund
1. When will the refund be processed after a return ?
After receiving and checking the return by Whitty Paris, the designer or the relevant artist, the refund processing time may vary by a few days.
2. How is the refund processed ?
The refund is issued via the same payment method used when placing the order.
3. In which cases is a refund possible ?
In accordance with French consumer law, the client is entitled to a refund in the event of a sale cancellation or non-delivery of the order.
4. In which situations may a refund be refused ?
If an order is returned and its contents do not conform to the return request made by the client or do not comply with the return conditions stipulated in the general conditions of sale, Whitty Paris, the designer, or the relevant artist reserves the right to refuse the refund and to take any appropriate legal action.
Size
1. Where can I find a size guide ?
Each product page includes a size guide for reference. International sizing may vary from one designer to another.
2. Will this item be back in stock soon ?
Some items may be restocked, but this is not guaranteed. For any questions, please contact us at customercare@whitty.paris.
3. Will other sizes be available online soon ?
The sizes available online reflect the current stock. The designer may update their inventory at any time.
Contact
1. How can I contact customer service ?
Our team is here to assist you and provide the best possible experience on whitty.paris.
You can contact us :
- via our contact page : https://www.whitty.paris/en/contact
- by email : customercare@whitty.paris
Our team is committed to responding as quickly as possible.