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My order

  • I can't add a product to my shopping cart. What should I do?

    Do not forget to select a size and color (if different colors are available) before trying to add it to your shopping bag. It's very possible that this product is no longer in stock due to high demand. In this case, we suggest you try again in 24 hours.

  • Has my order been received?

    After verifying your order online, you will receive two emails: - A confirmation email from the Palantine bank.. - An email confirming your order with your order number. Your order will also be stored in the “my orders” section of “my account” with its date and order number.

  • How do I use a promotional code?

    If you have an Isotoner promotional code, you can enter it in the "I have a promotional code" zone in "My Shopping Cart" before placing your order. Once the code has been entered, the offer will be applied directly to the value of your shopping cart. Be sure to check the expiry date of your promotional code and that all conditions are met (minimum order value for example). Promotional codes can not be combined together.

My delivery

  • What are the delivery methods?

    All orders are delivered by the So Colissimo service of the post office for metropolitan France and the Colissimo service for other countries.

    Metropolitan France:

    Isotoner.fr offers you several modes of transportation to ensure a prompt and careful delivery. So Colissimo: Orders are managed by the postal service and sent by Colissimo. Once your order leaves our warehouses, you will be able to track the status of your package using the Colisimo number found in the My account/ My orders section in the tracking of the order.

    Several options are available for tracking within Metropolitan France:

    • My home: your package is delivered to your home, with or without signature according to your preference. An email will inform you of the estimated delivery date of your package.

    • My post office: your package will be made available for collection at your local post office for 10 business days. An email will be sent to you once the package is available for collection To claim your package, present your tracking number and an identification document.

    • Commercial Relay: With your order you can choose to have your order delivered to a commercial relay centre near you or in another location. The network consists of more than 3,000 commercial centres (grocery stores, dry cleaners, book stores...) throughout France. The schedules of these businesses allow you to retrieve your package early in the morning, in the evening, or even on Saturdays. Once your order arrives at the network-affiliated business, you will receive an email to advise you that it is available for collection.

    Other Countries:

    Deliveries in other countries (Germany, Belgium, Netherlands, Luxembourg, Spain, Italy, Austria) are managed by the Colissimo service of the post office.

  • How long will my order take to arrive?

    Orders are processed from Monday to Friday, excluding holidays. For all orders made before midnight, your order will be processed over a period of 3 business days, beginning with the first business day after the order was placed. Then, the order will be given to Colissimo, our delivery service. Delivery times indicated by this service are: • 2 working days for deliveries in metropolitan France • 4 working days for other European countries As a result, your order will take a minimum of 6 business days to arrive, beginning the day after you place your order. These delivery time figures are indications of the actual delivery time and are subject to change, particularly during periods of high demand.

  • What are the delivery times?

    Once sent, your order is delivered by the Colissimo service of the post office. The estimated delivery times given by the post office are: • 4 business days within France • 6 business days for other European countries. These delivery time figures are indications of the actual delivery time and are subject to change, particularly during periods of high demand.

  • How do I know where my package is?

    For orders in France, an email will be sent to you as soon as your package has been sent with a link to the website of the postal service www.coliposte.net, which allows you to track the delivery of your package. After receiving this email, the post office requires 24 hours to place your tracking number online. You will also be able to follow the delivery of your package via the link found in the "My account" section "My orders".

  • Which countries do you deliver to?

    We deliver to Metropolitan France as well as the following European countries: Germany, Belgium, Netherlands, Luxembourg, Spain, Italy, Austria, Portugal, Greece, Denmark, Monaco.

  • What are the delivery fees?

    Delivery fees are calculated on the basis of 3 fee zones.

    Metropolitan France:

    • Free delivery for all orders greater than or equal to 49€ including VAT.

    • Delivery charge of 4.90€ including VAT for all orders less than 49€ including VAT.

    Other countries (Germany, Belgium, Luxembourg, Holland, Spain, Italy, Austria, Portugal):

    • Free delivery for all orders greater than or equal to 49€ including VAT.

    • Delivery charge of 5,90€ including VAT for all orders less than 49€ including VAT.

    Denmark and Greece:

    • Free delivery for all orders greater than or equal to 49€ including VAT. • Delivery charge of 12,90€ including VAT for all orders less than 49€ including VAT.

My account

  • How do I find my login and password?

    Your login is your email address. If you have forgotten you password: go to "my account" and click on "forgot password". I receive an automatic email with a link allowing me to reset my password. If I do not receive this email, I check my "spam folder" just in case.

  • How do I create an account?

    Creating an account allows you to keep track of your orders and take advantage of the loyalty program. By accumulating loyalty points, you can enjoy euro discounts on your future orders. To create an account you can: - Either click on the top right-hand corner of the website on "My Account" and then "Create Your Account." - Or start the order process and put your items in your basket. By confirming your order, you will be asked to create an account during the identification step.

My payments

  • How do I pay?

    Online payment is done via credit card or via Paypal. The cards we accept are: C.B, Visa, Eurocard, Mastercard.

  • Is online payment safe?

    Isotoner.fr guarantees your payment will be completely secure. All payment transactions are made directly with the PAYBOX SYSTEM solution, which specialises in internet payment security. The transaction is protected by SSL (Secure Socket Layer) technology. Your bank account details are transmitted in an encrypted (and thus secure) form between your computer and our partner bank Palatine, and will never be sent to our site. Once the payment has been confirmed, your order will be registered. Isotoner.fr never has access to to your personal information and does not save it in any form on our site.

Exchanges and returns

  • Can I exchange a product or request a refund?

    You will have a period of 14 days following the day your package is received to exercise your right of retraction. Isotoner will process the exchange or reimbursement within 14 days of receiving your package at our processing facility. Exchanges and refunds are provided by Isotoner as soon as possible, and at the latest within 14 days of the customer exercising the right to return with proof that the products have been sent back (date and stamp from the Post Office on the return sticker) or following the arrival of the products at our depot. Isotoner offers refunds for returned products, provided that the above conditions are met , and it also refunds the basic delivery cost of the shipment if you return all of your order. If you do not return the entirety of your order and keep at least one of the products ordered, the basic delivery cost of the shipment will not be refunded by Isotoner. In case the product requested for exchange is unavailable, a reimbursement will be made automatically. The amount of all reimbursements will be directly credited to your credit card used to make payment. An email confirming the reimbursement will be automatically addressed to you by our securitised payment partner Paybox.

  • Who is in charge of return fees?

    In the case of exchanges, Isotoner does not pay return fees unless there has been an error made on our part. However, Isotoner will pay the shipping costs of the new product sent in exchange. It is highly recommended that you keep the receipt given by the post office. Isotoner.fr accepts no responsibility for loss or damage during the delivery of the package.

  • How do I return a product?

    To make your return, return the new item(s) in their original packaging, accompanied by your attached return voucher to the following address:

    ISOTONER, Web Return Service 15140 Saint Martin Valmeroux FRANCE

  • How do I exchange a defective product?

    Because customer satisfaction is of the essence, isotoner guarantees all its products against manufacturing defects. Isotoner will exchange any defective product purchased online or in store within a year following the purchase. If you wish to request an exchange, please contact our customer service department using our contact form by clicking here. Your request will be reviewed by Customer Satisfaction who will respond via e-mail as soon as possible.

My loyalty points

  • How do you earn loyalty points?

    With each of your orders isotoner offers you loyalty points: • Each purchase euro (price of item including taxes and excluding shipping charges) = 1 fidelity point • Each point is worth 10 euro cents. Example: 50 euros worth of purchases earn you a discount of 5 euros on your next order. With each new order, your customer account is credited loyalty points. Similarly, when you return an item, your account will be debited the loyalty points corresponding to the price of the article including taxes.

  • When can I use my loyalty points?

    Once you have accumulated a minimum of 50 points (50 euros worth of purchases), you can use your points as a discount towards your next order.

  • How do I know how many loyalty points I have?

    You can check your loyalty-points total with the corresponding euro discount at any time. Simply go to "My Account" at the top of the website.

  • How do I use my loyalty points?

    When you have earned at least 50 loyalty points (50 euros worth of purchases), they will automatically be available to you as a form of payment on your next order. When prompted for payment method, your loyalty points will be offered to you first. Simply click this option so that they are applied as a discount on the total payment amount. Loyalty points can be used in conjunction with another payment method (credit card).

Data protection

  • How to protect my personal information?

    Isotoner will not divulge personal information sent by buyers or visitors to our site to third parties. Your information is confidential. It will only be used for the processing of your order (delivery address, email…), to allow you to access user history, to allow you to track your order and to personalise our communication to you via informational emails and letters. It can be modified by you at any time via your online account. It can also be completely erased from our database upon request. Regarding your bank information (credit card number), this information is never in our possession as bank transactions are handled directly by Palatine Bank.

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