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Frequently Asked Questions

Orders and delivery

How do I change my delivery address when my order is confirmed?

  • For deliveries to post offices or Pickup Stations, delivery addresses cannot be changed.
    For other deliveries, if your order has not been delivered to the carrier, we invite you to contact our team as soon as possible to change the delivery address, if possible.

How to cancel or modify my order?

  • If you want to cancel or modify your order, we invite you to contact our team as soon as possible.
    And don't worry, returns are free up to 30 days after receipt of your order. Find all the information on theDelivery & Returns page.

What are the delivery countries ?

What are the delivery times ?

  • Your order will be shipped within 48 hours and will be delivered to you within 2 to 3 working days for France, from 3 days for Europe and from 5 days for the rest of the world for standard delivery.

    For express deliveries, you will be delivered in France the next day before 1 p.m. and 2 to 5 days in the rest of the world.

    Orders placed before 12:30 p.m. will be processed the same day except Friday when they will be processed the following Monday.

What are the delivery rates?

  • Find the different delivery methods offered by country and their prices on the Delivery & Returns page. As a reminder, delivery is free in pick-up points in France and Belgium, excluding express delivery.

    Any delivery outside the EU may give rise to a delay of 30 days following a customs check. When a package is shipped internationally, it may be subject to taxes, duties, or charges imposed by the destination country. In general, these charges must be paid upon arrival of the goods shipped to the country of destination. It is your responsibility to comply with the laws and rules applicable in the country of destination. KOST assumes no responsibility for these possible additional costs.

How to track my order?

  • Can’t wait to receive your order? You can track your package directly from your Customer Account. To do this: log into your account, click on My Orders & Returns, then access the tracking by clicking on the Track my order button.
    The tracking number is also sent to you by email as soon as your order leaves our warehouse. You can therefore go directly to the Colissimo or Chronopost website to follow the delivery of your order.

    Warning: the tracking may not be available on the carrier's site when we just confirm the shipment of your order, a delay of a few hours is generally observed.

I did not receive my order.

  • Thanks to the tracking service, you can know at any time the delivery stage of your order. If your package is indicated as "current delivery" and the specified receipt date has not passed, we advise you to wait a few days.

    If you have not received your package within the average time indicated in the Delivery times section and the estimated delivery date on your tracking has passed, contact our team via the contact form to inform us of the delay observed.

Is the package received damaged?

  • Contact our team via the contact form to let us know about any concerns and don't forget to attach photos!

Return and refund

How to make a return ?

  • You have 14 days from receipt of your order to return items that do not suit you.

    Please note, due to their specificity, some products cannot be returned, this is the case for the following products: laces and socks

  • Some details on the return conditions

    1. All items must be returned new and in their original packaging. You can therefore try the shoes on at home, but they must be returned to us intact in their box.
    2. Since returned items are your responsibility until they reach us, please make sure your package is well packed so that the items are not damaged in transit. For countries outside France, the return label will be sent by our customer service per email.
    3. Record your return request in your customer account, under my Orders & Returns. Click on the order concerned by your return and select the items you wish to return. Indicate the reason for return for each of the items concerned.
    4. Once your return request has been registered, a prepaid label will be available in your customer account.
    5. Edit the prepaid label and paste it on your return package.
    6. Drop off your package:
    - Either in a post office
    - or at a merchant
    - either in your mailbox
    and keep your proof of deposit in a safe place, stamped and dated until your package is processed by our warehouse.

    Please note, beyond the period of 30 days from delivery, the products will not be taken back or reimbursed.

What are the return costs?

  • Return costs? None ! You wouldn't have to pay anything.
    You can refer to the return procedure and print your return label on your customer account.

Can we exchange an item?

  • If you wish to exchange an item in a different size or color, you will need to make a return and place a new order.

How to get reimbursed?

  • The refund will be made within a maximum of 10 working days from the date of processing of your return by our quality department. The refund will be made according to the method of payment for your order.


    If you paid by:
    • CB (Visa, Mastercard, American Express, e-credit card): we will credit your bank account.
    • PayPal: we will credit your account and you will be notified by PayPal.
    • Gift card: we will issue a new gift card in your name for the value of your purchase.

KOST Products

What is the origin of the products purchased?

  • The country of manufacture is indicated on the product description.
    We have chosen a close European production, the majority of our products are made in France, Portugal, Italy and Spain.

How do I take care of my shoes?

  • The longevity of your shoes depends on regular and rigorous maintenance. The more you pamper them, the longer they will last.
    1. Visit our shoe care Tips page to become a subject matter expert!
    2. and go to this page to buy our cleaning products

How to be alerted when an item is back in stock?

  • Victims of their own success, some of our products are temporarily available. Don't worry, you can find them very quickly on kostparis.fr.
  • To be informed in real time of their availability, subscribe to the stock alert. To do this: go to the product sheet that interests you, select your size / "be alerted by email". Enter your email address and validate your request. Upon receipt of your item in our warehouses, you will receive an email informing you that it is back in stock.
  • Please note: all customers registered for the alert receive the same email. So do not postponed and be the first one to order.

How to buy a gift card ?

  • Go to the gift card page: choose your amount (go be generous ;)); fill in your contact information as well as that of the lucky recipient and proceed with the payment.
    The email with the gift card code will be sent the same day.

How to use a gift card ?

  • 1. Take the number of the gift card sent by email
    If you have not received this email, you can ask our customer service or your benefactor.
    2. Specify the gift card number at the time of payment.
    You have the choice to spend it all at once or to combine it with a payment of your choice. If your card is very generous, you can use the balance on a next purchase.

Shops

Where can I find the KOST Paris shoes ?