FAQ - frequently asked questions

The indicated sizes are European sizes.

On each product page, you can consult the sizing guide in the description.

It will indicate you if the style fits normally and the properties of the fitting.

To reset your password, follow the instructions « Forgotten password » on the page « My account ». Please note that, for security reasons, we are not able to send you by email your former password.  

You can choose among the delivery methods displayed in the checkout page.

Cost and delivery times vary according to the country of destination of the delivery.

Orders are shipped by DHL Tuesday through Friday, except public and national holidays in France.
DHL Standard deliveries usually require 5 to 10 working days depending on you location.

The Pick Up in store (only available in the Paris boutique) usually requires a couple hours from the time of validation of the order.

In case of anomaly during the delivery (opened parcel, missing parcel, damaged boxes, etc.), you must immediately notice the possible damages by affixing a written reserve of control on the delivery proof.

Once your order has been shipped, you will receive an email containing the tracking number of your order.

Before the preparation of your order, it is possible to cancel an item or to change the size.

If you want to change your order, please contact the Customer service by email at estore@pierrehardy.com or by phone +33 (0)1 53 19 51 44.

If the initial order has already been shipped, the order can’t be changed. However, you can return your order by following the « Return » procedure. 

You can return any item purchased on PIERREHARDY.COM within 15 days from the delivery date by following these instructions below :

Access this link and create your return request by informing your order number and the email you used when placing the order. Once your return request is accepted we will send you a DHL shipping label and the return instructions. 

OR

Send an email to estore@pierrehardy.com with your order number and the return reason.
Once your return request is accepted we will send you a DHL shipping label and the return instructions. 

The returns are managed by DHL services. All returns packages must be transfered and left in one of the DHL Service Point listed on the DHL return label or any DHL service point drop off.

Once your package arrives in our warehouse, please allow 3 working days for your return to be processed. During periods of high activity, this delay can be extended up to 7 working days.

Upon verifying that the return conditions have been respected, we proceed to the refund within 10 days after the reception. Please note that the processing time of the refund can vary, depending on your bank. You will receive a confirmation email of the refund.

In order to keep the return process simple and fast, please respect the return conditions as stated below :
The item(s) must be carefully packaged before beign returned. 
Returns will only be accepted if the items are returned in perfect condition in their dust bags, with their original packing.

Shoes 

Make sure to take good care of the shoe(s) and to try them on as if you were able to do in store, on a smooth surface (carpet, rug, etc.) that will not mark the soles, often very fragile.

The shoe box is part of the article. The items have to show no signs of having been worn and sent with any accessories they came with (dust bags, additionnal laces, etc...).

Bags

Manipulate bags with precaution if you are not sure to keep the item. Please note that dark clothes can bleed on light-colored bags.

The items have to show no signs of having been worned and sent with any accessories they came with (dust bags, mirrors, bag straps,..).

It is only after verifying that these conditions have been satisfied that pierrehardy.com will be able to process the refund of the item(s). 
If your order has several items and you want to return more than one, the return must be sent in one package.

If a return is made without a return authorization, the customer remains the owner of the item(s). 
These items will be returned to the customer after payment of the delivery costs.
Damaged or worn items will not be accepted back or refunded.

All returns must be shipped from the same delivery address of the original order.

Purchases made in PIERRE HARDY shops or to one of its retailers can’t be exchange or refund from the PIERREHARDY.COM website.

You have 15 days from the date of reception of your order to ask to exchange your item(s).

You can exchange your item(s) :

• For one or several item(s) strictly identical. In this case, item(s) must be returned under the same conditions as a return  (See « Return »).

Another item will be sent to you in exchange and this exchange will not lead to a refund.

• For one or several different item(s) : after returning to us the item, you will be fully refund and you will have to make a new order.

Purchases made in PIERRE HARDY shops or to one of its retailers in France and in the world can’t be exchanged or refund from the PIERREHARDY.COM website.

If you have lost your return label, you can contact the Customer service by email at estore@pierrehardy.com or by phone +33 53 19 51 44.

We will send you a new return label by email.

Once your package reaches our warehouse, please allow 3 working days for your return to be processed. On periods of high activity, it can require 7 working days.

When your return has been accepted, we proceed to the refund within 10 days after the reception. Please note that the processing time can vary, depending on your bank. You will receive a confirmation email of the refund.

Credit card : the time required for the reception of the refund depends on your bank.

PayPal : the refund will be visible on your Paypal account within 24 hours of the date of the confirmation email.

If your parcel is shipped outside of the European Union, your order will be managed by our partner GLOBAL-E who set currencies depending on the country. It can be local currency or US dollars.

Pierre Hardy leather goods will become even more beautiful in time, provided the instructions below are followed:

• Avoid exposing your leather goods to humidity and direct sources of heat (radiators, sun)
• Prevent any contact with alcohol (perfume, solvent) and greasy substances (make-up)
• Store your bag in its dust bag
• Make sure to use forms for your shoes
• Avoid contact with rough or abrasive materials
• Prevent rough exposure to metallic parts as the coating may chip
• Waterproof your leather good and maintain it with a professional leather conditioner regularly
• Take specific care of white or light-colored bags and shoes to avoid stains, as it is difficult to clean them

To clean your leather goods, wipe with a clear and soft dry cloth.

In case of contact with water, do not rub the leather : use a clear dry cloth to absorb the liquid.

If stains occur, dab the area with a damp soft cloth and leave to air dry. Apply a clear leather cream using gentle circling motions.

The PIERREHARDY.COM website does not provide an online repair service.

In Paris, we can advise you the cobbler PULIN BOTTIER :

PULIN BOTTIER

5 Rue Chauveau Lagarde, 75008 Paris

Phone : 01 42 65 08 57

Any change of heal tips, resoling and stretching can not be considered as repairs but as maintenance to entrust to a cobbler.

Please note that the PIERRE HARDY website can’t be held responsible in the case of dissatisfaction or complaint concerning the cobbler PULIN. It’s a recommendation and not a partnership.