FAQ - Your questions, our answers

PLACE AN ORDER

Place an order

How can I order online?

Select the item you are interested in, select your size, then click on « Add to cart ». When you have finished shopping, click on “Validate my cart”, then on « Submit my order».

How long does it take for my order to be shipped?

  • Any order validated before 10:00 am from Monday to Friday is to be sent on the same day.
  • Any order validated after 10:00 am from Monday to Thursday is to be sent the following day.
  • Any order validated between Friday 10:00 am and Sunday 12:00pm is to be sent the next Monday.

How do I use my promotion voucher?

In case you have a promotion voucher, you will need to enter the specific code into “Promotion code” on the cart details page.

In case you have a credit note, you will be able to use it on the payment page below “Choose a payment method” by ticking “Payment using a credit note”. If you have several credit notes, choose the one you are willing to use for a payment.

NB : In case the amount of your promotion voucher or credit note is lower than the purchase amount, you will be invited to complete your payment by credit card.

Modify your order

How to change my order?

Unfortunately we are unable to change orders once they have been validated and processed. In case you’re willing to cancel your order, please kindly contact the customer service.

NB : Any item you would not be satisfied of, can be returned within 30 days starting from delivery date. lecoqsportif.com will refund the article amount as soon as possible.

DELIVERY OF MY ORDER

Destinations

Where does le coq sportif ship?

Le coq sportif online boutique offers delivery options for the following territories:

  • Metropolitan France
  • Corsica
  • French Overseas Departments and Territories
  • Spain
  • Italy
  • Germany
  • Portugal
  • United Kingdom

Delivery time

How long will I have to wait for my order to be delivered?

  • Any order validated before 10:00 am from Monday to Friday is to be sent on the same day.
  • Any order validated after 10:00 am from Monday to Thursday is to be sent the following day.
  • Any order validated between Friday 10:00 am and Sunday 12:00pm is to be sent the next Monday.

NB : Once your order has been prepared and given to our carrier partner, you will receive an e-mail confirming the parcel shipping.

1/ Metropolitan France and Corsica

Standard delivery: Allow 5 working days for delivery which is the generally observed lead time except for remote areas or subject to customs controls.
In case you were not present on the day of the delivery, your parcel would be put in a Relais Colis© during 10 days. You would be sent a SMS with the Relais Colis©’s details (address and opening hours) to take out your parcel.

Express delivery: Allow 2 working days for delivery which is the generally observed lead time except for remote areas or subject to customs controls.
In case you were not present on the day of the delivery, your parcel would be put in a Relais Colis© during 10 days. You would be sent a SMS with the Relais Colis©’s details (address and opening hours) to take out your parcel.

2/ French Overseas Departments and Territories, Spain, Italy, Germany, Portugal, United Kingdom

Allow 5 working days for delivery which is the generally observed lead time except for remote areas or subject to customs controls.

Express delivery is not available for the French Overseas Departments and Territories

Delivery cost

What is the delivery cost?

1/ Metropolitan France and Corsica

Standard delivery: The shipping cost for Metropolitan France and Corsica is 6,90€. If the order amount is greater than or equal to 80 €, the shipping costs are free.

Express delivery: The shipping cost for Metropolitan France and Corsica is 14,90€.

2/ French Overseas Departments and Territories

The shipping cost for French Overseas Departments and Territories is 14,90€.

NB : For French Overseas Departments and Territories, the customer will find enclosed in the parcel: the corresponding invoice and the CN23 administrative document. For the territories and DOM-TOM, the customer will still be responsible for any importation tax that would apply.

3/ United Kingdom and Germany

The shipping cost for the United Kingdom and Germany is £4,95.

For the territories, the customer will still be responsible for any importation tax that would apply.

4/ Spain, Italy, Portugal, Germany

The shipping cost for the United Kingdom and Germany is 6,90€.

The express shipping cost for Germany is 14,90€.

Delivery address

Can I send my parcel to a different address?

You have the option, when ordering, to choose a different delivery address to your billing address. When ordering, before the payment, you can add a new delivery address in your account, in the section “Your delivery addresses ».

Please note that once your order is recorded, you won’t be able to modify the delivery address.

NB : If you want to be delivered at your office, please mention the name of the company to avoid any delivery problem.
In case you were not present on the day of the delivery, your parcel would be put in a Relais Colis© during 10 days. You would be sent a SMS with the Relais Colis©’s details (address and opening hours) to take out your parcel.

Track my order

How can I check my order status?

To track your order, click on « My account », then on «My Orders». Click on the order you want to track, the status will be mentioned.

If you do not have an account, go to the "Order Tracking" section and enter the email used to place the order and the number of your order.

NB : The online tracking of your parcel is not currently available. In case you have not been delivered within 5 days, please contact the customer service.

PAYMENT OF MY ORDER

Payment methods

Which methods of payment can I use?

lecoqsportif.com offers credit card payment (Visa, MasterCard, Carte Bleue) or PayPal

NB : Checks are not accepted. If you do have a promotion voucher, you will first need to enter the specific code you’ve been communicated into the specific space.

Currency & VAT

Is VAT included in the price?

Yes, all prices displayed online are inclusive of all taxes.

Is it possible not to pay in euro?

For orders delivered to France, Italy, Spain and Portugal, you can only pay your orders in euros.

For orders delivered to the United Kingdom, you can only pay your orders in Pound Sterling.

For orders delivered to Germany, you can pay yours orders in Pound Sterling and in Euros.

Payment Security

Is online payment secure?

Payment security is one of lecoqsportif.com major priority. Transactions effected on lecoqsportif.com are rendered secure by the Ogone payment system (www.ogone.com). All information exchanged to process the payment is encrypted using the SSL protocol. These data cannot be detected, intercepted or used by third parties, and are not kept on our computer systems either.

Moreover, all purchases made through www.lecoqsportif.com respect the 3-D Secure protocol. 3-D Secure is a protocol created by international payment company such as Visa (Verified By Visa) and Mastercard (Mastercard Secure Code) aiming to improve the security of Internet payments. 3-D Secure adds an authentication step for online payments in addition to the account data entered by the customer. This personal data is compulsory for the bank to identify its customer and validate the payment.

NB: Ogone is a technical service provider, and does not take care of disputes linked to the orders. These should be settled directly with www.lecoqsportif.com and/or your bank. More information about Ogone: www.ogone.com.

RETURN, EXCHANGE, REFUND

Return

How do I return my item?

If you are not completely satisfied with your purchase, you have 30 days after the order delivery, to return it for a refund. Here is the procedure to follow to return your items:

Fill in the online return form, available on your lecoqsportif.com account, in the "My orders" section. Choose the relevant order number and click on "Return an item". Choose the article you are willing to return.

If you do not have an account, please check the “order tracking” section. Enter your email address and your order number. Choose the relevant order number and click on "Return an item". Choose the article you are willing to return

Let us know the reason of your return request and if you want an exchange or a refund.

You will then receive an automatic e-mail from our customer service informing you of your return reference and the process to follow. It is compulsory to write this reference on the outer box.

Any damaged, soiled or incomplete item, which was not expressly mentioned as so by the customer upon receipt, will not be accepted by the vendor, according to the conditions stipulated in article 9.3

Returns are only allowed in the following countries:

  • Metropolitan France
  • Corsica
  • French Overseas Departments and Territories
  • Spain
  • Italy
  • Germany
  • Portugal
  • United Kingdom

lecoqsportif.com declares that product orders can only be refunded, exchanges are expressly excluded.

Who is responsible for return costs?

If not entirely satisfied, you can return your item either for an exchange (subject to availability) or for a refund. The return cost is at the le coq sportif’s expenses only if the above return procedure is followed by the customer.

NB: In case the customer sends back its parcel to the warehouse by its own means, the parcel won’t be accepted by the warehouse and the customer will be responsible for those charges.

How will I get refunded?

Once your return has been processed by our services, you will be directly refunded on your bank account, in the same currency used to pay.

When will I get refunded?

The refund of any returned item will be done within 15 working days after the return has been received by le coq sportif. Allow 4 to 5 working days for the credit to post on your bank account or on your PayPal account.

Exchanges

Can I exchange an item instead of being refunded?

lecoqsportif.com declares that product orders can only be refunded, exchanges are expressly excluded.

LE COQ SPORTIF PRODUCTS

Product availability

My size is not available online. Will it be soon and what can I do?

The products displayed on lecoqsportif.com are the products in stock. If your size is not available, unfortunately it is out of stock. We invite you to come back later.

MY CUSTOMER ACCOUNT

Create a customer account

Why do I have to create an account at lecoqsportif.com?

The members of lecoqsportif.com benefit a lot of advantages : product news, event news, quicker and easier ordering. They can change their personal data anytime and consult their previous orders.

How to a create a customer account?

To become a le coq sportif member and create an account, here are the steps to follow:

  • Click on « Log in » on the top right of the page
  • In « New customer ? », click on « Create an account »
  • Fill the form and click on « Submit »

If you encounter difficulties, please contact the customer service.

How do I subscribe to the newsletter?

To subscribe to le coq sportif newsletter and to receive information about products, events, click here

NB: You will be able to unsubscribe very easily by modifying this personal data in your customer account or by clicking on the unsubscribe link available in each newsletter.

Modify an account

How do I change my personal details?

If you want to change your personal data, here is the procedure:

  • Click on « Log in » on the top right of the page and fill in your login and password
  • Change your personal data and click on « Submit »

NB: All the data of your lecoqsportif.com personal account is only used in the framework of the commercial exchanges with our company. This information won’t be shared or sold to other parties without your approval.

How do I change my password?

If you want to change your password, here is the procedure:

  • Click on « Log in » on the top right of the page and fill in your login and password
  • Enter your current password, your new password, confirm your new password and click on “Submit”

My customer data

My personal details

All the data of your lecoqsportif.com personal account is only used in the framework of the commercial exchanges with our company. This information won’t be shared or sold to other parties without your approval.

NB: You can change or delete your personal data anytime.

How can I access my previous orders/track orders?

You can access your previous orders and track your orders from your customer account:

  • Log in to your customer account with your e-mail and password
  • Click on « Previous orders »

Login/password

I have forgotten my password. What can I do?

If you have forgotten your password which enables you to sign in, click on “Log in” at the top right of the page, then click on “Forgot password?”. A new password will be automatically sent to your e-mail address.