FAQ - frequently asked questions
WHICH SIZE SHOULD I CHOOSE?
Our shoes are indicated in European (Italian) sizes. Since fit can vary depending on the design (such as our structured sneakers or pointed pumps), a specific sizing recommendation is provided within the description on each product page.
If you hesitate between two sizes, we generally recommend choosing your usual size, or contacting our Customer Service for personalized advice.
WHAT ARE THE DELIVERY METHODS, TIMES AND COSTS?
We are pleased to offer complimentary shipping on all standard orders.
Cost and delivery times vary according to the country of destination of the delivery.
Please expect a delay of 24h business hours for preparation.
Express delivery usually takes 1-3 business days.
Standard delivery takes 2-8 business days.
If you encounter a delay in your delivery, do not hesitate to contact our customer service.
HOW DO I TRACK MY ORDER?
Once your order has been shipped, you will receive an email containing the tracking number of your order.
If you have an account on our website, you can follow your order by selecting « My account » and « My order ».
I AM ENCOUNTERING ISSUES WITH MY ORDER
We are very sorry that you are experiencing an issue with your order. Please contact our customer service as soon as possible. Our team is here to assist you.
HOW DO I RETURN MY ITEM?
You may return any eligible item purchased on PIERREHARDY.COM free of charge within 15 days of the delivery date. To ensure a smooth process, please follow these steps:
- Log into your customer account and go to "My Orders".
- Click "Visualize", then select "Make a Return" to fill out the form.
- Carefully package your items in their original packaging, dust bags, and box.
Please note that items must be returned in perfect, unworn condition. Damaged or worn items cannot be accepted for a refund and will be sent back to you.
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.
Purchases made in PIERRE HARDY shops or to one of its retailers can’t be exchanged or refunded from the PIERREHARDY.COM website.
HOW LONG DO I NEED TO WAIT UNTIL MY REFUND APPEARS?
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.
CAN I EXCHANGE MY ORDER FOR A DIFFERENT SIZE OR MODEL?
Yes, you have 15 days from receiving your package to request an exchange.
- For an identical model (size exchange): The exchange is processed automatically once we receive your original item in perfect condition.
- For a different model or color: We invite you to return your original item for a full refund and place a new order on our website for the desired piece.
Please note that purchases made on our website cannot be exchanged or refunded in our physical boutiques or through authorized retailers.
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.
HOW SHOULD I CARE FOR MY ITEMS?
Every creation requires care adapted to its specific material—whether it is our iconic Cube perspective canvas, smooth lambskin, or metallic leather. We invite you to consult our dedicated Care Guide for step-by-step recommendations.
Additionally, as part of our commitment to sustainability, our French customers can benefit from the "Repair Bonus" (Bonus Réparation) via Refashion-certified cobblers to extend the life of their favorite pairs. For complex repairs, we highly recommend contacting our trusted partner, Pulin Bottier (5 Rue Chauveau Lagarde, 75008 Paris).
I FORGOT MY PASSWORD
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.
