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Why can't I find an item?
If you can't find the item that you're in love with, this may be because it's not on sale online at the moment!
Our products are only visible on the site according to how many we have in stock and the time of sale.
I would like some information about your products
To help you in choosing your items, we provide as much information as possible.
Each product listing consists of a description including a list of all the item's features (which varies depending on what it is).
If you think that information is missing however, feel free to contact us by email. Our customer advisers will undertake the necessary research and will get back to you asap!
How do I choose my size?
The sizes provided on this website are French sizes. You can refer to our size guide sizes visible on every product listing or take your usual size.
One size fits all, what sizes are covered by items that are one size fits all?
One size fits all, or OS items, are generally clothes whose material is expandable or includes a smock. They range from size 36 to size 44.
Can I cancel or change an order?
Once your order is confirmed, it's not possible to change it.
However, you can cancel your order within the day.
To do so, please contact our Customer Service by consulting the "Contact Us" section.
I can't find the answer to my question
Contact our Customer Service by consulting the "Contact Us"
Payment methods and transaction security
You have the option to pay by bank card or by bank transfer.
Payment by debit/credit card:
The cards accepted are Carte Bleue, E-Carte Bleue, Visa, Visa Electron, Maestro, Mastercard.
- Your payment has been accepted, the status of your order is: "being processed"
- Your order has begun preparation (taking 2 or 3 working days) and will be shipped as soon as possible. (See our "Delivery, shipping costs" section)
- Your account will be debited on the day of the package's shipment, the withdrawal will be made depending on the availability of the items. If an item has fallen out of stock, you will not be charged for the amount.
- If payment was declined due to required 3D Secure authentication, and the buyer was unable to authenticate themselves, the status of your order will be "Cancelled"
- If payment was declined due to required 3D Secure authentication, and the buyer was unable to authenticate themselves, the status of your order will be "Cancelled"
- If payment was refused as permission was denied due to an error in the security code entered, the status of your order will be "Cancelled"
If unable to pay by credit card or by bank transfer, please contact Customer Service by consulting the "Contact Us" section.
Payment by bank transfer:
At the checkout, you can select the payment method "bank transfer". Multistep process:
- Retrieval of your order (your order status is "pending")
- Preparation of your order (we check that your order is complete before sending you the bank details)
- A "proforma" invoice sent by email includes all items available, the amount payable and bank details of the company.
- Receipt of your payment by the accounting department
- Shipping of your order and sending of your package-tracking email.
If unable to pay by credit card or by bank transfer, please contact Customer Service by consulting the "Contact Us" section.
Can I pay by cheque or Paypal on the coline.com website?
Bank cheques and the Paypal payment system cannot be used as payment methods.
However, you have the option of paying by bank card or by bank transfer.
Does coline.com guarantee secure payment?
The protection of your bank details is fully guaranteed by the secure SystemPay system. Your data is encrypted and transmitted through the SSL server and can in no way be known by a third party. This data is not transmitted through our server at any time. It is also for this reason that you must re-enter your bank details for every new order.
I can't find the answer to my question
Contact our Customer Service by consulting the "Contact Us"
My order
My order's status is "pending"
This means that you have selected the "Bank Transfer" payment method. You are waiting to receive the exact amount of your invoice as well as the company's bank details. Or the transfer has been made and your order is awaiting shipment. When your order has been shipped, your order status will be "Completed"
My order's status is "Cancelled"
Either you have deliberately cancelled your order prior to payment or your payment was declined for various reasons. If you want to receive your order, you must "renew" your order and make the payment again.
My order's status is "Blocked"
The order was blocked by us for various reasons (e.g. unavailability of the items). You will receive an email informing you of the problem occurring on your order. If you need further explanation, please contact Customer Service by consulting the "Contact Us" section.
My order's status is "Completed"
Your order has shipped and an email has been sent to you with your Colissimo tracking number.
If you need more information please contact Customer Service by consulting the "Contact Us" section.
Can I cancel or change an order?
Once your order is confirmed, it's not possible to change it.
However, you can cancel your order within the day.
To do so, please contact our Customer Service by consulting the "Contact Us" section.
I can't find the answer to my question
Contact our Customer Service by consulting the "Contact Us"
Delivery, shipping fees
What are the delivery times for my order?
We process packages from Monday to Friday.
The preparation of your order is carried out in 2 to 3 business days.
Delivery times are those of our partner (Colissimo). Usually these do not exceed 5 days (for mainland France) for home deliveries.
For deliveries to a pick-up point (mainland France and Belgium only), the indicative delivery times for a selected merchant are 48 hours (2 working days for delivery in metropolitan France, including Corsica). For New Caledonia and Wallis and Futuna the delivery times can go beyond 70 working days.
Attention: at certain times, such as during sales or private sales, our processing times may be longer due to the large number of packages to be processed.
When can I benefit from free shipping?
The cost of shipping is included for purchases of over 50 euros for metropolitan France; over €150 for the European Union.
Can I track the delivery of my package?
Within 24 hours after receiving your email confirmation of your order being shipped, you can track your package on the website colissimo.fr
To track the delivery of your package, go to "My Account" / "My Orders" and select your order. Click the colissimo number, then on the link www.coliposte.net.
If delivery is to a pick-up point, as soon as your package is available at your pick-up, you will be notified by e-mail or SMS, after which you then have 10 days to collect your parcel.
Consider giving us your mobile number to receive a text message.
Can I choose the price and method of my delivery?
Shipping costs are free for orders of over €50 including tax, and delivered in France.
| Home delivery with signature | Pick-up point |
France | €5 incl.VAT | €3.5 incl.VAT |
Can I receive a delivery abroad, how much will it cost me ?
The costs of shipping are included for orders over €150 inc. tax which are delivered within the European Union.
Please note, shipping costs may vary depending on the country of delivery.
| Home delivery with signature | Pick-up point |
Germany, Belgium, Luxembourg, Netherlands | €7 incl. VAT | €6 incl. VAT |
| Home delivery with signature | Point relais |
Switzerland | €10 incl. VAT | €9 incl. VAT |
| Home delivery with signature |
United Kingdom (We do not deliver to this destination for purchases over 150 euros) | €18 excl. taxe |
| Home delivery with signature | Point relais |
Ireland, Italy, Portugal, Austria, Denmark, Hungary, Poland, Slovenia, Estonia, Latvia, Lithuania, Czech Republic, Slovakia, Bulgaria, Cyprus | €10 incl. VAT | €9 incl. VAT |
| Home delivery with signature |
Guadeloupe, Martinique, Guyana, Reunion, Mayotte | €18 excl. taxe |
| Home delivery with signature | Point relais |
Croatia, Malta, Greece, Finland, Romania, Sweden | €20 incl. VAT | €19 incl. VAT |
| Home delivery with signature | Point relais |
Iceland, Norway, Turkey, Maghreb, The Azores | €20 incl. VAT | €19 incl. VAT |
| Home delivery with signature |
USA, Canada, China, New Caledonia, French Polynesia, Wallis and Futuna, St Pierre and Miquelon | €30 excl. taxe |
What is the deadline to make a claim on a Coline.com delivery order?
If you need to make a claim, it must be made within 30 days by contacting our Customer Service by consulting the "Contact Us" section.
Be sure to note that enquiries made at the pick-up point regarding a problem receiving your package must be made within 30 days.
I can't find the answer to my question
Contact our Customer Service by consulting the "Contact Us"
Exchange and refunds
Do I have to pay for return fees?
Yes, unless there has been an error on our part (manufacturing defect, error in the preparation of your order, labelling problem, etc...).
We do not currently generate enough traffic to be able to negotiate prices with carriers. In order to keep shipments and customer returns cost-effective, we have to leave this cost to the customer for the moment.
Package returns are to be carried out at a post office.
Can I exchange an item?
Yes, if this exchange is for the same item (same reference) and if you live in mainland France. You can either change the size or change the colour of your original purchase.
We do not exchange items for those with another reference. You must request a refund then reorder the new item on the www.coline.com website
You have a period of 14 days from receipt of your order to send your returned item back to us.
Outside France, exchanges are not possible, you must request a refund and place a new order on the site
I am not happy with an item or it doesn't suit me, can I get a refund?
You can return your items by mail directly to our warehouse.
Items must be accompanied by a return sheet available at this link:
Return address:
COLINE DISTRIBUTION SA
RETOURS INTERNET
150 route de la Saubole
47200 FOURQUES sur GARONNE
FRANCE
You have a period of 14 days from receipt of your order to send your returned item back to us.
I have received a defective item, what should I do?
Despite every effort that we make to control our production, it can happen that some items do not comply with our specifications.
Contact our Customer Service by consulting the "Contact Us" section.
We will handle the return by sending you a prepaid Colissimo label for mainland France.
We offer:
- To send you a prepaid return label, you return the product, and we return the same item without any defects to you for free.
- To send you a prepaid return label, you return the product and we will give you a refund.
(Returns for defective items outside France must be returned with the invoice for shipping costs, to be reimbursed upon receipt of the return package).
I received a product that does not match what I ordered
An error in your package? We handle the return by sending you a prepaid Colissimo label and we will send the article that you ordered in return.
Contact our Customer Service by consulting the "Contact Us" section.
How much time do I have to return my items?
You have a period of 14 days from receipt of your order to send your returned item back to us.
How do I get a refund?
When returning merchandise or an incomplete order, repayment occurs automatically into your bank account. It is directly re-credited with the amount from the returned items through our secure payment partner SystemPay. The re-crediting is made within 2 to 5 days after the refund order. You will be sent confirmation of the refund by email.
I can't find the answer to my question
Contact our Customer Service by consulting the "Contact Us"