FAQs & Help

We accept payments by all types of credit cards (CB, Visa, Mastercard, American Express), but also Paypal, Apple Pay, Alipay, JCB, Sofort, ELV, Sepa, Ideal and BCMC.

If a problem occurs during the payment of your order, you can change to another browser (Google Chrome, Mozilla Firefox, Internet Explorer, Safari), or use a different device (for example: if you are on a smartphone/tablet change to a laptop).

If the problem persists, try changing your payment method, or ask your bank for assistance.

The online shop uses the Adyen e-commerce solution. This solution has been developed so that you can make your payments in an ergonomic and user-friendly environment with optimum security and respect for private life.
Furthermore, we never save your payment information on our website.

Unfortunately, we do not provide this option yet.

It can happen that the validation of your order takes up to 10 minutes, you’ll then receive a confirmation by mail. Do not forget to check in your junk mail.

You can also check your order on your customer account. If you do not see it, do not hesitate to contact Customer Service.

Once confirmed, we are not able to modify the content or information related to your order. We then advise you to check your personal information and order content before confirming it.

Unfortunately, it is impossible to cancel your order. However, you can refuse the package once delivered (by not picking it up at the pick-up station or refusing the delivery at your door). The package will then be sent back to us, and we will proceed to your reimbursement. Please note there will be delays if you choose this option, because the package will be sent back to our warehouse in France. You can also request a return label for all purchases eligible for return (SALE items are not returnable) from our Customer Service Team.

You can follow the different steps of the shipment by connecting to your customer account. Your order will go through the following stages: 'Confirmed', 'In course of preparation' and finally 'Despatched'. We will also send those information to you by email.

When your order is passed to the carrier, you will receive another email giving you the package number which will allow you to follow its journey.

Do not forget to check your junk/spam mailbox if you do not receive these emails.

If one of those status appears on your order, it unfortunately means that one or all the products of your order could not be shipped due to a stock problem in our warehouses.

This can be explained by the fact that several orders were placed in a short interval on the same item for which there was little stock left. As we were not able to fully complete the order, we proceed to the reimbursement of the missing items.

While you cannot place an order for e-Shop items over the phone with a member of our Customer Service Team, you can contact our Customer Service Team for assistance with items available in our US boutiques. If you’d like to speak to a member of our US Customer Service Team, please call +1.212.226.4900. They are available to help you Mon-Sun 12-6pm.

Your order is prepared within 48 working hours in our warehouses, then passed to the carrier, according to the method of delivery and the country that you have chosen.

Here below are the costs and expected delivery time for each area :

For Switzerland, the UK and the USA, please place your order from the dedicated websites in the currency of the country in question.

Customs Duties : Orders delivered outside the EU - including the UK - may be subject to additional customs duties and taxes. These charges are the responsibility of the recipient and may be requested at the delivery Please contact the authorities in the country of delivery for more information

Before confirming your order, you can "Add a New Address" which will then automatically be taken into account.

If you have already placed your order, please contact our Customer Service by email customerservice@gerarddarel.com or by phone at +1.212.226.4900 (Mon-Sun between 12-6pm).

If your package has been sent back to us, we will unfortunately not be able to send it again.

We will reimburse you as soon as we get the package, and you’ll be notified by an email.

If you completed your order and did not receive it yet, you can check the shipping status from your Customer Account. If the status says « in course of preparation », your order is still being shipped.

If the status says « Despatched », your order is being processed by one of our delivery partners.

If the tracking of your order indicates that it is delivered and that you have not yet received anything, we invite you to contact us by email at eshop@gerarddarel.com or by phone from Monday to Friday from 10am to 6pm at +33 (0)1 80 06 98 75.

This can happen when several orders were placed during the same time period for the same item for which there was little stock left.

When this unusual event occurs, you will be notified by email (do not forget to check your junk/spam mail) and reimbursed for the items you did not receive after few days according to the payment method you used.

If you received an item that does not correspond to your order, please send us one or two photos of the article you received at customerservice@gerarddarel.com

For full-priced items: you have 14 days from the moment you received the package or picked it up at a pick-up station to return it. The product must be returned in its original packaging, unworn, with labels attached and in a perfect state.

For SALE items: SALE items are FINAL SALE and are NOT returnable.

To return an eligible item, please follow these steps:

1/ Email US Customer Service

• Send an email to customerservice@gerarddarel.com requesting a pre-paid UPS return label for your return. Please include the following in your email: order number and the name of the items that you’d like to return.
• A member of our Customer Service Team will email you back during business hours with your pre-paid UPS return label once your return has been approved.

2/ Prepare the Return Shipment

• Package the items that have been approved for return in the original packaging and in its original state. Include the packing slip from the original shipment.

• Print the return label provided to you from Customer Service. Affix the return label to the outside of your package.

• Drop the package off at your closest UPS drop-off center. Always ask for a drop-off receipt from the shipper.

Yes, you can return your eligible items at our SoHo boutique in NYC at 145 Spring St.

We offer free returns for items that are eligible.

Once shipped, your return can take up to 2-5 working days to arrive at our returns location.

Once delivered to our returns location, our returns team has up to 14 days to process the package. You’ll receive a confirmation email once the reimbursement has been processed. The amount of time it will take for you to receive the credit on your card is determined by your bank and the payment method used – please allow up to 10-15 business days.

Once your package has been returned and processed, you’ll be refunded on the payment method you used for the purchase. We invite you to check your bank account, credit card or Paypal account within 10-15 days in order to check if the reimbursement has been completed.

Unfortunately, we are unable to exchange an item that has been purchased on our e-Shop. However, if the item is eligible for a return, you can return the item for a refunded, and then reorder the item in the new size you desire.

Shipping is free for items shipped to the US. We also offer free returns for items that are eligible.

1) Do you have a Customer Account on our e-shop ? It is different from the account created in-stores or by subscribing to the Newsletter – these actions do not automatically create an e-Shop Customer Account.

2) Due to the redesign of our website, if you already had an account before the 15/04/2021, you have to reactivate it. On the login page, click on « Reactivate my account ». You will be asked to give an email address and you’ll be sent a reactivation link. You will then have to click on the link , enter your password and validate. If you do not see the email in your inbox, please check your junk/spam mail.

3) A connection from a Facebook or a Google account will not work. However, it is possible that you created a Gerard Darel Customer Account using the same email address than your Google or Facebook account. In this case, please follow the process described above.

4) Your Customer Account has been created after the 15/04/2021 and you forgot the password ? Click on « Forgot Your Password ». You’ll receive a reset link by email. Do not forget to check your junk/spam mail if you do not receive the reset link in your inbox.

To modify your personal details (first name, last name, email, phone number), please contact us by email at customerservice@gerarddarel.com or by phone +1.212.226.4900 from Mon-Sun between 12-6pm.

You can also change your billing information by logging into your Customer Account directly.

When you click on the link “Forgot Your Password?”, please enter the e-mail address you used when creating your account. Your password will be e-mailed to you immediately. Please check your junk/spam mail and spam box, if you do not receive it

The information that you send us to fulfil your order is only used in the context of our business relationship. This information will not be shared with third parties or resold. In compliance with the law on Data Protection of 6 January 1978, you have a right of access and correction of personal data concerning yourself. Your bank information (bank cards) will only be used by Adyen, our partner for secure payment, in the context of your payment. We do not store any banking information concerning you.

You can register for the e-Shop Newsletter by entering your e-mail address on the Homepage, in the Newsletter section at the bottom of the page. You will receive the latest news from the e-Shop, including information on new deliveries, our favorite selections, and exclusive offers.

You can unsubscribe from the Newsletter by clicking on the “Unsubscribe” link at the bottom of the Newsletter emails you receive. You can so send your request at customerservice@gerarddarel.com.

To delete your Customer Account and its related data, you can submit a request by sending us an email at customerservice@gerarddarel.com.

If you think that your item has a defect, please contact us at customerservice@gerarddarel.com with the following information :

• Your order number or if you do not have it the date of your purchase
• The name of the product / a photo of its label
• One or two photos picturing the defect

We’ll reach back to you by email in 48h.

If the item was purchased in a store, please contact the store where you made the purchase.

If the article you desire is not available, it means the number of orders for this product has exceeded our stock on the e-shop.

You can enter your email to be notified when the product is back in stock. Click the size you’re requesting and then enter your email address in the box under “Notify me when this product is available.” Unfortunately, we cannot guarantee the item will be restocked, but we will let you know if it is!

You can also contact our Customer Service Team to see if the item is available in one of our US stores. Please call +1.212.226.4900 from Mon-Sun between 12-6pm or email customerservice@gerarddarel.com.

Some articles are available in stores before being available on the e-shop. We thank you for your patience and understanding before all the new collections articles are available online.

You can enter your email to be notified when the product is back in stock. Click the size you’re requesting and then enter your email address in the box under “Notify me when this product is available.” Unfortunately, we cannot guarantee the item will be restocked, but we will let you know if it is!

You can also contact our Customer Service Team to see if the item is available in one of our US stores. Please call +1.212.226.4900 between Mon-Sun 12-6pm or email customerservice@gerarddarel.com.

If you would like more information, please check our “Size guide” or directly contact a store to be advised by one of our sales associates. You can also contact Customer Service.