Frequently Asked Questions

• How can I modify or update my contact details?

You can update your personal information as well as your addresses in your online customer area.
1) Go to the "Log in" link at the top right of the site, then click on "log in."
2) Enter your email address and password to log in.
3) Once logged in, expand the menu to access the "my information" or "my addresses" tab.
4) Inside, you will be able to click on the "edit" button to update them.

• How can I recover my password?

Did you forget your password? Here’s how to recover it:
1) Go to the "Log in" link at the top right of the site, then click on "log in".
2) Click on "forgot password".
3) You will receive your password by email, to the address you used for your account.

If you encounter difficulties, our customer service is available to assist you from Monday to Friday by email at the following address: contact@andre.fr.

• How can I manage my newsletter subscription preferences?

You can update your preferences in your online customer area.
1) Go to the "Log in" link at the top right of the site, then click on "log in".

2) Enter your email address and password to log in.

3) Once logged in, expand the menu to access the "my subscriptions" tab.

4) Inside, you will be able to manage your newsletter subscription.

• How can I view my wishlists?

You can view your wishlists in your online customer area.
1) Go to the "Log in" link at the top right of the site, then click on "log in".
2) Enter your email address and password to log in.
3) Once logged in, expand the menu to access the "my wishlists" tab.
4) Inside, you will find your wishlists with the products you have added.
5) To add a product to a wishlist, visit the product page and click on the small heart (at the top right).

If you encounter difficulties, our customer service is available to assist you from Monday to Friday by email at the following address: contact@andre.fr.

• Where can I find my invoice? 

You can view your invoices at any time in your customer area.
1) Go to the "Log in" link at the top right of the site, then click on "log in."
2) Enter your email address and password to log in.
3) Once logged in, expand the menu to access the "my orders" tab.
4) Click on the order details to access the invoice.

Note: following a platform change for our online store, only invoices generated from March 16, 2021, will be available.

If you encounter difficulties, our customer service is available to assist you from Monday to Friday by email at the following address: contact@andre.fr.

MY ORDERS

• How can I view my past orders? 

You can view your past orders and reservations in your customer area.
1) Go to the "Log in" link at the top right of the site, then click on "log in."
2) Enter your email address and password to log in.
3) Once logged in, expand the menu to access the "my orders" or "my reservations" tab.

Following a platform change for our online store, you will need to change your password to access your customer account.

• My item arrived defective, what should I do?

Your item arrived defective. You can return your item for a refund via Mondial Relay points.
1) Go to the "Log in" link at the top right of the site, then click on "log in."
2) Enter your email address and password to log in.
3) Once logged in, expand the menu to access the "my returns" tab.
Please indicate on a blank piece of paper that your item is defective by specifying the problem encountered and attach this to your package.
Once your item is received, it will be examined by our quality service, which will decide on the next steps. You will be kept informed.

• Can I modify my order once it has been confirmed? 

It is not possible to modify an order that has been confirmed. You can, of course, return it after receiving the package within 30 days. For any urgent matters, you can contact our customer service, available Monday to Friday by email at the following address: contact@andre.fr.

• Can an order be canceled?

It is not possible to cancel an order that has been confirmed. You can, of course, return it after receiving the package within 30 days. For any urgent matters, you can contact our customer service, available Monday to Friday by email at the following address: contact@andre.fr.

• How do I use my promotional code? 

Promotional codes are activated in your online cart.
To access it, add your items to the cart and click on "my cart" at the top right.
Once in your cart, click on "Add a promo code."
Enter your code and click the "Add" button.
If the eligibility conditions are met, your promotional code will be activated immediately.

For your information, promotional codes may be subject to restrictions: expiration date, application conditions, non-combinable with other ongoing offers. Check that the expiration date has not passed. Ensure that the items added to your cart are eligible for the code's conditions and that they are not already part of a promotional offer (non-combinable). 

For any order with online payment: the available payment methods are credit card (CB) and PayPal. Online payment is 100% secure through our payment partner Adyen.

• Can a gift card be used on the website?

Gift cards are not yet usable in the online store. They can be used in exclusive André stores.
To find the nearest store to you, take a look at our online store locator. (top left, click on "find a store") You can enter your city or use geolocation to find the closest stores to you. Then click on the store of your choice to access its presentation page, which includes opening hours, the address, and other useful information.

• Can a credit be used on the website?

Credits cannot be used in the online store. They can be used in exclusive André stores.
To find the store closest to you, check out our online store locator (top left, click on "find a store"). You can enter your city or use geolocation to find the stores nearest to you. Then click on the store of your choice to access its presentation page, which includes opening hours, address, and other practical information.

We deliver in mainland France (including Corsica) and Monaco. If you live abroad, near the border, you can have your order delivered to a pickup point close to the border.

• What are the possible delivery methods?

• What are the delivery times? 

The tracking link for your package is directly accessible from your shipping confirmation or if you placed your order under your personal account, log in to your account via the "my account" section. 

You will find the tracking information in the "my orders / web returns" tab, by opening the "view details" section and clicking on the "track my package" link.

The possible statuses for your order are as follows: 

1. In preparation (your order is confirmed and is currently being processed in our warehouse) 

2. In transit (your order has been processed and shipped. You can track its progress on the carrier's website using the tracking number) 

3. Delivered as scheduled 

To track your order from the carrier's website, your tracking number will be included in your shipping confirmation.

• What happens if I am not present during delivery? 

The time to retrieve an order depends on the chosen delivery method.

1. Standard delivery by GLS: in case of absence, you will be informed by email or SMS of a delivery notice. You will need to contact the carrier to set up a new appointment. Depending on the situation, your package may be dropped off at a nearby pickup point, and you will be informed. It will be necessary to collect it within 8 days by presenting the delivery notice along with your ID. If delivery is not possible, the package will be returned to us.

2. Delivery to pickup points by GLS: you have 10 days to pick up your package from the delivery confirmation, after which it will be returned to our warehouse.

• Where is my order shipped from?

André's storage and shipping warehouse is located in France, in Moreuil. 

Is your order not completely satisfactory? You can return it and get a refund. 

- Returns are free in our stores. You can go directly there to return an online order, just make sure to print your return label available in your customer area.

- You can also ship your package to one of the following stores at your expense via carrier:

• LYON - LA PART DIEU: Part Dieu Shopping Center, 69431 Lyon
• LYON - LYON CONFLUENCE: Lyon Confluence Shopping Center, 69002 Lyon (Opening soon)
• PARIS - FORUM: Forum des Halles Shopping Center, 75001 Paris
• PARIS - LA DEFENSE: 4 Temps Shopping Center, 92092 Courbevoie
• PARIS - PARLY 2: Parly 2 Shopping Center, 78150 Le Chesnay-Rocquencourt
• PARIS - VELIZY 2: Vélizy 2 Shopping Center, 78140 Vélizy-Villacoublay

• Is the return fee applicable? 

Returns are free in-store and accepted within 30 days after delivery. 

Returns are at your expense if you wish to ship your order directly to us. 

• How to make a return? 

1) Go to the "Log in" link at the top right of the site, then click on "log in."
2) Enter your email address and password to log in.
3) Once logged in, expand the menu to access the "my orders" tab.
4) Select your order, then click on "return this order."
5) Choose the product(s) to return and click on "return this product."
6) Specify the reason for the return and click on "confirm the return."

7) You will then be able to print your return label and choose between returning it directly to the store or shipping it with a carrier.   

Attention:
You have 30 days to make a return. If the returned products are new, unworn, and in their original packaging, we will refund you within 10 days of processing the returned product.

• Can we make an exchange online? 

To simplify order processing, we now systematically refund returns.
You can therefore make a return that will be refunded upon receipt and reorder the new items you want.

Refund timeframe:
If the returned products are new, unworn, and in their original packaging, we will refund you within 10 days of processing the returned product.
For more information, you can contact our customer service, available Monday to Friday by email at the following address: contact@andre.fr.

• What is the refund timeframe? 

If the returned products are new, unworn, and in their original packaging, we will refund you within 10 days of processing the returned product. Please note that the processing of your return can only start after we receive your return package. You will be refunded by bank transfer.

• Can my return be refused?

If the returned items are new, unworn, and in their original packaging, we accept your return and will refund you within 10 days of processing the returned product. In the case of damaged, used, worn, or deteriorated products, we will be forced to return it without a refund from us.

• Is it possible to return an item that was not ordered on the André website?

We only accept items that have been purchased from the André online store.
Any item returned by mistake will be resent to the sender. 

• Where should I drop off my return?

You can drop off your return package at a Mondial Relay pickup point. If you encounter difficulties, you can contact our customer service, available by email at the following address: contact@andre.fr.

OTHERS

• Why create an account on the website? 

Your account gives you access to many features such as creating wish lists, tracking your orders or reservations, updating your personal information, and managing your communication preferences.

• How can I be sure to order the right size? 

The André size guide is available on the website. To access it, go directly to the product of your choice and click on "size guide," just above the available sizes. However, there are products that run large or small depending on the width of the shoe. We try to indicate these details in the description on the product sheets. If in doubt, you can try our collections in-store. To find the nearest store to you, check out our online store locator. (in the top left, click on "find a store").

• What should I do if I can't use a promo code? 

Promotional codes may be subject to restrictions: expiration date, application conditions, not combinable with other ongoing offers. Check that the expiration date has not passed. Ensure that the items added to your cart are eligible for the code's conditions and that they are not already part of a promotional offer (not combinable). If after these checks you encounter difficulties using your promo code, you can contact our customer service for further assistance. 

Our customer service is available to you from Monday to Friday by email at the following address: contact@andre.fr.

• How can I find out the store hours?

To find out the opening hours of a store, an online store locator is available to you. (in the top left, click on "find a store"). You can enter your city or use geolocation to find the stores closest to you. Then click on the store of your choice to access its presentation page, which includes the opening hours as well as other practical information.

• How can I find the nearest store(s) to me? 

To find the store closest to you, check out our online store locator. (at the top left, click on "find a store"). You can enter your city or use geolocation to find the stores nearest to you. Then click on the store of your choice to access its presentation page, which includes opening hours, the address, and other practical information.

• Can I use my gift card on the website? 

André gift cards cannot be used on the André website. Concerned about providing you with a pleasant shopping experience, we are working on integrating gift cards on the website. We thank you for your patience. 

You can use your gift card in exclusive André stores. To find the store closest to you, check out our online store locator (at the top left, click on "find a store"). You can enter your city or use geolocation to find the stores nearest to you.

• What should I do if I no longer wish to receive newsletters?

To unsubscribe from our newsletters, you can directly click on the link at the bottom of the received newsletter; an unsubscribe link allows you to express your preference. You can also log in to your Client area on the André site, in the "my subscriptions" section. You can unsubscribe there, and your choice will be processed within a maximum of 72 hours.

• How do I delete my André account?

If you wish to permanently delete your Client account on the André site, you can contact our customer service, available by email at the following address: contact@andre.fr.

• What will be done with my personal data? 

Respecting your privacy is paramount, and we do everything possible to protect it during your visits to our website.
The information you provide about yourself will only be used by André to offer you the best possible service and tailor offers to your preferences. Under no circumstances do we sell, share, or provide your personal information, cookies, passwords, and location data to third parties.

• How do I revoke my consent to the use of my personal data?

If you wish to revoke the use of your personal data, we invite you to send your request by email to the attention of the Web service of André. Address: dpo@andre.fr. We will consider your request and respond to you as soon as possible.