FAQ
How long does it usually take to process an order?
Once you place your order, processing typically takes 1 to 2 business days. You will receive a confirmation email once your order has shipped.
Can I change the contents of my order?
We process orders quickly to ensure fast delivery. If you need to change your order, please contact us immediately. Changes may no longer be possible once your order has been processed.
Do you ship internationally?
Yes, we ship worldwide. Shipping rates and delivery times vary depending on the destination. Please see our shipping information page for more information on international deliveries.
How long does delivery take?
Delivery times vary depending on your location and the shipping method you choose. You will find an estimated delivery time at checkout.
How long can I keep items in my cart?
Once an item is added to your cart, it is reserved for a few moments to allow you to complete your order. If you do not complete your order immediately, the item remains in your cart but is no longer reserved. Therefore, it is not guaranteed that it will still be available in your desired size later.
How do you manage to offer such advantageous prices during private sales?
We do our best to offer you significant discounts and prices considerably lower than those offered on the French market.
This is possible because of how we operate:
For the majority of our sales, we do not hold stock and deal directly with the brand to receive only the items ordered by our customers during the sale period. The products offered are generally from past collections or related to overproduction. Nevertheless, these are new products and may have a manufacturer's warranty (mentioned in this case on the product sheet).
How do I contact our customer service?
Our Customer Service is open Monday to Friday from 8:00 AM to 12:30 PM and from 1:30 PM to 5:00 PM. Several contact methods are available: - Via our contact form, accessible directly from our website, by selecting the reason for your request. We will do our best to provide you with an initial response within 24 business hours. To avoid a long wait, it is best to contact us after 10:30 AM.
What are your payment methods?
You can pay for your orders by credit card (Visa, American Express, MasterCard, Maestro).
What delivery options do you offer?
The delivery options offered may vary from one sale to another and are generally related to the size of the items and your location:
Colissimo home delivery without signature:
Since this delivery method does not require your presence, the postal service is authorized to:
- leave the package in the recipient's mailbox
- hand it to the building manager, reception, or a neighbor
- leave a delivery notice in the recipient's mailbox. You will then have 15 days to pick up the package at the post office indicated on the notice.
Private Parcel delivery:
The package will be delivered to the home address provided and handed over without a signature. Since this delivery method does not require your presence, the delivery person is authorized to:
- leave the package in the recipient's mailbox
- hand it to the building manager, reception, or a neighbor
- leave a delivery notice in the recipient's mailbox. You will then have 10 days to pick up the package at the collection point indicated on the notice.
Mondial Relay delivery to a collection point with signature:
The parcel will be made available and held for 7 to 14 business days at the collection point. Some collection points send you a notification by SMS or email to inform you of your parcel's availability, but this is not always the case. We encourage you to track its progress and availability using the tracking number, which will be available to you as soon as it is shipped, on our website in the "My Account / My Orders" section.
If the selected store is unavailable, Mondial Relay will normally contact you to arrange a preferred alternative. If we do not receive a response from you within 24 hours (or during peak periods), your parcel will be made available at another Mondial Relay store.
Delivery by specialized carrier:
Delivery will be made on weekdays, between 8 a.m. and 6 p.m. The carrier will deliver the package to the recipient's doorstep, but is not required to deliver upstairs (unless otherwise specified on the product page).
Please note that it is essential to check the condition of your product upon delivery, in the presence of the carrier. If you notice any damage, please refuse the package.
I have changed my email address and would like to update it on E-menage. How do I do this?
To change your email address, simply log in to our website and go to the "MY ACCOUNT" section. Click on "Personal Information" and enter your new email address.
Once this change is made, you will need to log in again with this new email address, to which you will now receive all your HOMME PRIVATE information.
I can't reset my password, what can I do?
Please click on "Forgot your password?" You will receive a new password by email within minutes. If you don't receive it, please check your spam folder.
Once logged in, simply go to "My Account" and then click on "Personal Information" to change your password and choose your preferred one.
If the problem persists, please contact our Customer Service department via the "Contact Us" section of our website.
I no longer wish to receive the newsletter, what should I do?
By going to the "Personal Information" section of the "My Account" tab, you can uncheck the "Subscribe to the newsletter" option. Please allow 48 hours for your unsubscription to take effect.
For any request to completely delete your customer account, we invite you to contact our Customer Service via the "Contact Us" section of our website.
How do I delete the bank details saved on my account?
By going to "My Account > Saved Cards," you can delete your saved bank details.
Can I modify or cancel an item in my order ?
If your request concerns a change of delivery address on a confirmed order:
As long as your order has not been shipped, our Customer Service team can update your address. To do so, you must send a written request through the "Contact Us" section of our website.
If your request concerns a change of item on a confirmed order:
We cannot modify a confirmed order. To find other solutions, please contact our Customer Service department via the "Contact Us" section of our website.
If your request concerns a partial or total cancellation of an order for physical goods:
As long as your order has not been shipped, our customer service department can cancel all or part of your order. Please contact our Customer Service department via the "Contact Us" section of our website.
If your request concerns a partial or total cancellation of an order for digital goods (tickets, vouchers, subscriptions, etc.):
At the time of sale, we specify the cancellation conditions on the product pages. If you meet these conditions, please contact our Customer Service department via the "Contact Us" section of our website.
What should I do if I haven't received my order by the expected delivery date?
Please check that the delivery date has indeed passed. To do this, by going to your account and going to the "My Orders" section, you can track the status of your order and the estimated shipping dates.
If the delivery timeframe has indeed passed, a message will appear informing you of the delay. Our team is then working to obtain your items from our supplier as quickly as possible.
I haven't received my entire order.
We ship your order in multiple packages if you ordered from several different brands. You should have received an email detailing the products included in the package and those that we still need to ship.
By going to your account and going to the "My Orders" section, you can check the shipped items by clicking on the order details.
If one of the items listed as included in the package is missing, please contact our Customer Service department via the "Contact Us" section of our website.
Click the link below to go directly to this section: Contact Us
What are the refund procedures ?
We issue all refunds to the original payment method used for the purchase.
If you made your purchase by credit card: Depending on your bank's procedures, it may take some time for the refund to appear in your bank account. This processing time is typically 3 to 5 business days.
Please note that if your card is a deferred debit card, your refund will be processed under the same conditions.
What if I receive a non-compliant or defective item in my order?
If you do not receive the item you originally ordered or if it is defective, E-menage will send you a prepaid return label by email, allowing you to return the item(s) free of charge.
Click on the "Contact Us" link and select the subject "mention defective - Non-compliant," indicating your order number and specifying the problem.
To help our Customer Service process your request more quickly, we recommend including the following information in your message:
- Description of the problem
- Name of the item, along with the reference number and barcode found on the product label
- If the problem is visible, please send us a photo.