MY ORDER

Is it possible to modify / cancel my order?

Once placed, you can no longer modify your order. Only Customer Service can help, and only if your order show a "Payment accepted" status. As soon as your order is being prepared, it can no longer be modified or cancelled.

How can I change the delivery address?

You can change the order's delivery address, but only within a short period of time and only by contacting Customer Service. If the order is being prepared, the delivery address cannot be changed.

Has my order been successfully placed?

Once your order has been placed, you will receive confirmation by email. If you have not received an email, please check your junk mail. If you still can't see an email, please check that you have entered the correct email address in the "My Account" section, followed by "My information". Note that the "My Orders" tab groups together all of your orders. If your order has been successfully placed, you should see it listed there.

If you still cannot find your order, please contact Customer Service.

When does payment take place?

Payment is made as soon as the order is validated.

Can orders be gift-wrapped?

Schmoove does not offer gift wrapping for its products.

How do I reserve an item?

Schmoove does not allow item reservations. This means items in your basket will not be reserved.

How do I view the invoice for my order?

As soon as your order is shipped, Schmoove will make your invoice available in your account, under the “My Orders” section.

I have a problem with my order, what should I do?

For any problem related to the receipt of your order (non-compliant item, incomplete order, etc.), please contact our Customer Service within 15 days of receipt of your order.

 

RETURNS

How to return products?

From the receipt of your order, you have fourteen (14) days to return your footwear to us.  Once your return has been validated, a refund will be credited back to the account used for payment (PayPal or bank card).

Please note: all returns must first be registered in your account, under “My orders”, followed by “Details”. As soon as you register your return, go to "My Returns" to print out the return slip and place it inside your package. At the same time, print out the return address label to benefit from free postage.

CLICK HERE for step-by-step instructions for returning items.

Returns must be sent to the address indicated on the return slip and cannot be dropped off at a relay point or in Schmoove stores.

Can I exchange items?

Schmoove does not offer exchanges. If an item is unsuitable, please return it for a refund and then place a new order. This ensures faster delivery times and avoids stock shortages.

What if my product is faulty?

If you have a problem with one of our products, please provide details to Customer Service, specifying your order number, the date of purchase and attach photos showing the defect.

For any complaint concerning an in-store purchase, please contact the relevant store.

How do I know if my returned package has been received?

Upon receipt of your return, its status will be changed from "pending parcel" to "parcel received". This status can be viewed in your customer account in the “My Returns” section.

REFUNDS

How are refunds made?

Once your return has been validated by the Schmoove teams, we will refund the amount of your purchase by crediting the account that made the payment.

What are the refund terms?

Returns are processed within 5 working days. The refund of your order will only be made at the end of the return processing time, and is then subject to interbank deadlines.

I haven't received my refund

Please contact our Customer Service if you have not received your refund within 15 days of us receiving your package.

 

DELIVERY

What are the different delivery methods?

Schmoove offers several delivery options:

-          Express delivery (Metropolitan France and Corsica): delivery within 24 hours for all orders placed before noon (from € 4.90)

-          Standard delivery (Metropolitan France): 2 to 3 working days

-          Delivery in Europe: 2 to 6 working days depending on the country.

More information regarding deliveries.

What are the shipping fees?

Schmoove will not charge you for shipping costs to France (Colissimo) and Europe.

Which countries do you deliver to?

Here is the list of countries to which we deliver.

How can I track the delivery of my parcel?

You can track your delivery using the slip number provided in the shipping email for your order, on the carrier's website:

COLISSIMO SUIVI: Colissimo delivery tracking

CHRONOPOST: Chronopost delivery tracking

Can I order online and collect my order in-store?

Our Parisian stores are not able to receive e-shop orders.

Absent at the time of delivery?

With the Chronopost Express home service, you will be notified of the approximate delivery time the day before delivery. It is possible to reschedule a delivery.

With Standard Colissimo home delivery, your package will be left in your letterbox. If the package does not fit, it will dropped off at the nearest relay point.

What to do if the express delivery time has not been respected?

If the deadline for your Chronopost Express delivery has not been respected, please contact our Customer Service within 72 hours of the planned delivery date.

I haven't received my order, what should I do?

You can track your package using the tracking link provided in your order's shipping email.

If the shipment time seems unusually long, or your package is indicated as delivered even though it has not been received, please contact Customer Service.

MY FOOTWEAR

How do I take care of my footwear?

Please refer to our page regarding the care of your Schmoove shoes.

Where is my footwear made?

As expert shoemakers, the workmanship and the fit must be flawless. SCHMOOVE therefore only uses production sites that offer the savoir-faire we require. Production is mainly in Portugal, a country famous for its know-how particularly regarding leather footwear, alongside China, for the specialist knitted uppers used on ECHO models.

CUSTOMER ACCOUNT

How do I manage my personal data?

You can modify your information at any time by going to "My Account" followed by the "My information" section. For any questions or comments about the way we process and use your personal data, please contact us at the following email address: dpo@schmoove.fr.

How do I change my password?

You can change your password in the "My Account" section, followed by "My Information".

How do I delete my customer account?

If you wish to delete your customer account, please send a request by email to the following address: dpo@schmoove.fr.

PROMOTIONAL OFFERS

How to use your vouchers

A code is assigned to each discount voucher. To use it, you must go to your basket after adding at least one product, and add the code in the field indicated.

OTHER INFORMATION

How do I find a store / reseller near me?

You can find a Schmoove store or the closest reseller to you by going to the “Our stores" page, then enter your post code and validate. The list of stores/outlets closest to you will be displayed.

What can I do if the desired item is sold out?

The item you want may come back into stock. To be informed in real time of its availability, please check the "Notify me when the product is available" option on the product information page.

How do I contact Customer Service?

Our Customer Service is available Monday to Friday, 9 a.m. to 7 p.m., on +33 2.52.65.02.15. You can also send us a message via the site's contact page.