The products sold on the www.pierrehardy.com website :

- are guaranteed new and authentic in compliance with the law in force and have never been, in any instance, subject to prior use.

- are offered within the limits of the stock available at the time of the order.

The www.pierrehardy.com website reserves the right to modify at any time :

- the quantities and/or type of goods that can be purchased online,

- the terms and duration of a special offer or promotion,

- the presentation of the items. This is not contractually binding : the appearance of photos can vary from one screen to another and the www.pierrehardy.com website cannot be held responsible for this,

- the quantities of items supplied, and/or only supply a part of the order or divide the order.

When an order is partially or completely unavailable, the customer will be informed by the www.pierrehardy.com website and will be reimbursed as soon as possible and no later than 10 days from payment of the order (this timescale cannot be contractually binding because it may vary depending on the customer's issuing bank). We will process the refund using the same means of payment which you used for the original transaction. No cash refund is possible.

For any questions about the items, the customer can contact our Customer Service by e-mail (estore@pierrehardy.com) or by phone on +33 (0)1 42 60 59 75.

In our European website the prices are shown inclusive of all taxes in France and the European Union. In our US website the prices are shown in dollars. Additional taxes may apply to orders with a delivery in the state of New York. Items are supplied at the price in force at the time the order is placed.

The www.pierrehardy.com website reserves the right to modify the product prices at any time. However, the items will be invoiced on the basis of the price list applicable at the time the order is registered if there is full availability of the items.

Apart from when refunds as described below are made (see the RETURNS section), the www.pierrehardy.com website will not reimburse VAT applied to purchases made when the buyer plans to resend the items to a country outside the European Union.

Payment is made by PAYPAL account or by SHOPIFY PAYMENT payment solution with a credit card (AMEX, VISA, MASTERCARD), and only in euros for the European website and only in dollars for the US website. 

The www.pierrehardy.com website reserves the right to check that the first and last name on the credit card match the name given in the billing address. Any breach of this rule may lead to cancellation of the order.

Payment information is not retained by the www.pierrehardy.com website.

Maison Pierre Hardy reserves the right to verify the personal information given by the customer and to adopt any measures deemed necessary to ensure that the person whose bank account is being debited is the same person who placed the order. This is to prevent any fraudulent payments. If the customer fails to respond to such a request within two days of the request made by Maison Pierre Hardy the order in question will be automatically cancelled, with no option to make a subsequent complaint.

Maison Pierre Hardy is also entitled to directly cancel an order that presents one or more risk factors of fraudulent bank card use.

Only residents of the following countries can place an order on the european website:

Germany, Austria, Belgium, Bulgaria, Cyprus, Denmark, Spain, Finland, metropolitan France (incl. Corsica and Monaco), Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Portugal, Poland, Romania, Sweden, Slovakia, Slovenia, Czech Republic, United Kingdom.

Only residents of the United States of America can place an order on our US website.

Every order requires :

- registration of a customer account with an e-mail address and a password. The customer must keep his personal details confidential and must never communicate them to a third party.

- supply of compulsory informations : name, delivery address, postcode, country and telephone number. Throughout the order process the site requests the customer to verify the accuracy of these details as well as the size, colour and price of the various items ordered.

- The order process is as follows :

• Item selection and adding to shopping cart,
• Validation of the shopping cart content,
• Identification on the www.pierrehardy.com website if the customer has not already been identified,
• The customer will be able to see the details of his order & the total price in his shopping cart and correct any errors and/or quantities before validating this and continuing with his purchase,
• Selection of delivery method and acceptance of the Terms of Sales,
• Selection and validation of payment method (PAYPAL account or ADYEN payment solution with the following credit cards : Visa, Mastercard and American Express).
• The www.pierrehardy.com website confirms the order made.
• The customer receives an order confirmation e-mail from the the www.pierrehardy.com website.
• The customer can follow the status of his order at any time by going to “My Account”
• Once the order has been dispatched, the customer receives an e-mail from the www.pierrehardy.com website giving him a tracking reference for his parcel (UPS).

For any questions about the order tracking, the customer can contact our Customer Service by e-mail (estore@pierrehardy.com) or by phone on +33 (0)1 42 60 59 75.

For security reasons :

- No order where a poste restante, postal box, Cedex address or hotel address is given will be processed.

- The website has the right to cancel or refuse any order from a customer with whom there has been litigation related to the payment of a previous order or who presents any kind of risk.

- The website checks all the orders that have been validated. These controls are meant to protect www.pierrehardy.com from abusive practices of fraudsters.  

In case an order has a delivery address that is different from the invoice address, our customer service could ask the customer by e-mail, supporting pieces to unblock his order (like a proof of address or debit proof).

- The website reserves the right to refuse to process any order where insufficient information has been provided.

Items ordered remain the property of the www.pierrehardy.com website until the full payment has been received.

If a customer wishes to modify or cancel an order after paying for it, the customer must contact our Customer Service who will do their utmost to carry out this request.

If the order has already been dispatched, the order will not be able to be refunded until the dispatched goods have been returned to the following address :

PIERRE HARDY – 156 Galerie de Valois – Jardins du Palais Royal – 75001 Paris – France

(See the following "Returns" section).

In the case of any error or anomaly relating to the delivery of the order, namely items not matching the order (wrong style, wrong colour, wrong size, etc.) or faulty items, the customer must send an e-mail claim to Customer Services (estore@pierrehardy.com) within 15 days of delivery.

Any claim made after these 15 days will not be accepted. If the customer does not make a claim or communicate any reservations it will be taken that the delivered item was satisfactory and cannot be the subject of any subsequent dispute.

FOR ORDERS FROM OUR US WEBSITE :

The preparation of orders requires 1-3 extra days of delivery time. Once prepared, orders are shipped by UPS from Monday to Friday, except on public and national holidays. Orders placed after 4pm on Fridays cannot be shipped until Monday at the earliest.

To take delivery of an item, customers must show their ID and sign for the parcel.

In New York :

* Delivery by UPS ground  : Estimated delivery time is 2 to 3 days

* Delivery by UPS Express : Estimated delivery time is 1 to 2 days

To collect their item(s), the customer must show their "Withdrawal voucher", available on “My Account”, and their ID, on which the first and last name must be identical to those given on the billing address.

After the 10 days collection period, the order is cancelled and the customer will be automatically refunded. 

Delivery times are given for information only and are in no way contractual. Neither UPS nor the www.pierrehardy.com website can be held responsible for unpredictable delays.

The customer must check that the number of packages delivered corresponds to the details received in the e-mail confirmation, and that the packaging is intact, undamaged and unaltered.

After signing the delivery document, the customer may not contest delivery.

The risk of loss or damage passes to the customer upon delivery of the order. Customers should therefore keep the proof of postage that they will be sent by UPS. In case of loss of the package, no refund will be made without this proof of postage.

Neither UPS nor the www.pierrehardy.com  can be held responsible for any failure to deliver in the event of an error or inaccuracy in customer details.

Except in cases of force majeure, items are delivered within a maximum period of 30 (thirty) days from payment of the order.

FOR ORDERS FROM OUR EUROPEAN WEBSITE :

The preparation of orders requires 1-3 extra days of delivery time. Once prepared, orders are shipped by UPS from Monday to Friday, except on public and national holidays. Orders placed after 4pm on Fridays cannot be shipped until Monday at the earliest.

To take delivery of an item, customers must show their ID and sign for the parcel.

In mainland France (incl. Corsica and Monaco), estimated delivery time is 1 to 3 days. An extra day may sometimes be needed for deliveries in Corsica.

In PARIS :

* Store collection : The customer may collect their order free of charge within 10 days at the following address :

PIERRE HARDY – 156 Galerie de Valois – Jardins du Palais Royal – 75001 Paris.

The store's opening hours are Monday to Saturday from 11am to 7pm.

For information on the dates of the shop's annual August closure, please contact us on +33 (0)1 42 60 59 75.

To collect their item(s), the customer must show their "Withdrawal voucher", available on “My Account”, and their ID, on which the first and last name must be identical to those given on the billing address. The customer will be asked to sign the accknowledgement of order recipt form.

After the 10 days collection period, the order is cancelled and the customer will be automatically refunded. 

FOR OTHER COUNTRIES , delivery by UPS only is possible in the following countries :

Germany, Austria, Belgium, Bulgaria, Cyprus, Denmark, Spain, Finland, metropolitan France (incl. Corsica and Monaco), Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Portugal, Poland, Romania, Sweden, Slovakia, Slovenia, Czech Republic, United Kingdom.

Depending on the customer's country of residence, delivery time is estimated at anywhere between 3 to 10 days.

Delivery times are given for information only and are in no way contractual. Neither UPS nor the www.pierrehardy.com website can be held responsible for unpredictable delays.

The customer must check that the number of packages delivered corresponds to the details received in the e-mail confirmation, and that the packaging is intact, undamaged and unaltered.

After signing the delivery document, the customer may not contest delivery.

The risk of loss or damage passes to the customer upon delivery of the order. Customers should therefore keep the proof of postage that they will be sent by UPS. In case of loss of the package, no refund will be made without this proof of postage.

Neither UPS nor the www.pierrehardy.com  can be held responsible for any failure to deliver in the event of an error or inaccuracy in customer details.

Except in cases of force majeure, items are delivered within a maximum period of 30 (thirty) days from payment of the order.

In the case of a delivery anomaly, the customer must immediately note down any damage caused to the packaging and/or items or an error relating to the number of parcels delivered or incorrect delivery information by affixing a written error report onto the parcel delivery note.

The customer must inform Customer Services (estore@pierrehardy.com) of this within 3 days following delivery in order that they can contact UPS and carry out the required investigations. 

The www.pierrehardy.com website :

- is obliged to give the customer a period of 15 days following the date of receiving the ordered item(s) for returning these and receiving an automatic refund, including delivery costs, and in compliance with the Chatel law of 1st June 2008. No return will be accepted after these 15 days.

- to do its utmost to reimburse the customer within 10 days after receiving the returned item (this timeframe cannot be contractual because it can vary depending on the contract's issuing bank) and subject to payment of the initial order. No cash refunds will be given by the website.

- does not issue gift certificates online.

 To return an item :

* Log In and go to "My Account",

* Click on "My orders",

* See the details of the relevant order by clicking on "Show",

* Fill out the return and precise the reason for your return in the field provided for that purpose, then validate your request.

* You will then be notified by email whether your return is accepted or not. If your return is accepted and your country is eligible to free returns, you will receive a UPS return label to print and put on your return package. If your country is not included in our free returns policy, you will need to choose a carrier that can provide a tracking number for your return package. Then you can ship it to : 

PIERRE HARDY - 156 Galerie de Valois - Jardins du Palais Royal – 75001 Paris - France

* Once the PIERRE HARDY team has received and verified the condition of the item(s) returned, the refund will be made within 10 days. We will process the refund using the same means of payment which you used for the original transaction, unless you expressly agree otherwise; in any case, this refund will not entail any additional costs for you. No cash refund is possible.

- The UPS return label must be downloaded, printed and attached to the parcel once you got the authorization for your return. 

- If your country is eligible to our free returns policy, you will receive the UPS return label by mail. If your country doesn't apply to our free returns policy, you must initiate, arrange and pay for the return. Under no circumstances can the website be responsible for organizing the return of the goods under the terms of article 120-21 of the Consumer Code.

- The items must be carefully packaged before being returned.

- Returns will only be accepted if the items are returned in perfect condition with their original packing, in their dust bags, if they show no signs of having been used and are accompanied by any accessories they came with.

- The website asks its customers to take good care of the goods and to try on the items as they would have been able to do in store ; on a smooth surface (carpet, rug, etc.) that will not mark the soles.

- It is only after verifying that these conditions have been met that the website will be able to process the refund or exchange for the item(s).

- If an order is made up of several items, the return of one or more items must be sent in one package.

- If a return is made without an Agreement Number, 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.

The customer can request an exchange of his item or items during the notice period of 15 days following the date the order is received. Whether the product(s) is (are) identical or different, the customer must return the item(s) (see the "RETURNS" section above). After receiving and verifying the merchandize, the PIERRE HARDY team will send the exchange order (with a different size from the original order) or reimburse the customer, who will then need to place a new order if he wants a different style. 

For any person who has received a gift item via an order made on the www.pierrehardy.com website and wants to exchange his items, this beneficiary will have to request an exchange within the 15 days following the date the order is received on presentation of the delivery note by contacting our Customer Service. (See the Conditions of Return section)

If his selection did not relate to any other item, this person will have to inform the person who offered him the gift so that the latter may receive a refund.

The website does not offer an option to :

- exchange items bought from the www.pierrehardy.com website at its PIERRE HARDY stores or at any of its other retailers in France or the rest of the world.

- exchange or request a refund from the website for items bought in PIERRE HARDY stores or at any of its other retailers in France or the rest of the world.

The PIERREHARDY.COM website does not provide an online repair service.

In Paris, we can advise you the cobbler PULIN BOTTIER :

 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.

You may request information, send communications, ask for assistance or submit complaints by contacting the  Customer Service by e-mail : estore@pierrehardy.com. The Customer Service will deal with complaints by replying via e-mail within five business days of receipt.

The Customers Service reserves the right to respond only to request made for the products sold online via www.pierrehardy.com website.