FAQ - frequently asked questions
WHICH SIZE SHOULD I TAKE ?
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.
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.
WHICH DELIVERY METHOD SHOULD I CHOOSE?
You can choose among the delivery methods displayed in the checkout page, among which:
UPS Standard - Home delivery (free)
UPS Standard - UPS Access Point (free)
UPS Express (paid)
Pick Up in store (free)
Cost and delivery times vary according to the country of destination of the delivery.
UPS Standard and UPS Access Point deliveries require 3 to 6 working days from the date of validation of the order.
The Pick Up in store (only available in the Paris boutique) usually requires a couple hours from the time of validation of the order.
The Pierre Hardy US website delivers to the USA only.
Once prepared, orders are shipped by UPS Tuesday through Friday, except public and national holidays.
UPS Ground deliveries usually require 5 working days for West Coast, 2-3 working days for East Coast and 3-4 working days for Middle West.
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.
If you have an account on our website, you can follow your order by selecting « My account » and « My order ».
CHANGE MY 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 email@example.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 after the delivery date by following these instructions below :
- Log into your customer account
- Click on the section "My orders"
- Click on "Visualize" to see the order
- Click on "Make a return"
- Fill in the return form
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.
- The returns are managed by UPS services. All returns packages must be transfered and left in one of the UPS Acces Point listed on the UPS return label.
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) and be automatically refund.
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.
I LOST MY RETURN LABEL
If you have lost your return label, you can contact the Customer service by email at firstname.lastname@example.org 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 towards Europe, your order is charged in euros. For the orders intended in the United States, it’s charged in US dollars.
HOW DO I TAKE CARE OF MY ITEMS ?
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 :
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.
IMPORTANT INFORMATIONS - COVID-19
We are taking precautionary measures to do our part in reducing the spread of COVID-19. We are closely monitoring the situation and following the guidelines from CDC, WHO, governments regulations by respecting hygiene and prevention measures to ensure the health and security of our customers, employees and local communities around us.
Our online store remains operational:
Please note that the shipping and treatment of returns could be delayed.
Our customer service team is here to answer all your questions.