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FAQ
Exchanges and refunds
You can request the modification or cancellation of an order by contacting our customer service, provided that this order is not an EXPRESS 48H order.
Indeed, if you've placed an EXPRESS 48H order, there's a good chance that by the time you want to modify it, it's already on its way to you (fastlife ⚡️). No worries — in that case, you'll just need to follow the standard return procedure.
If it isn't an EXPRESS 48H order, have your order number — a 6-digit number (preceded by a hashtag) that you'll find in your order confirmation email — ready, then contact us via one of the following methods and we'll sort it out:
Phone:
+33 1 82 28 59 29
We're available Monday to Saturday between 9:00 AM and 1:00 PM and between 2:00 PM and 7:00 PM.
WhatsApp:
+33 1 82 28 59 29
We're available Monday to Friday between 9:00 AM and 7:00 PM.
Request form:
Open the request form by clicking here.
Our team will reply within 24 to 48 business hours.
You can exchange your order within 14 calendar days following its receipt. To do so, please visit our returns portal to receive your return label by email.
Click here to access the returns portal.
For your exchange to be accepted, you mustmeet the following conditions:
1 - Your product must never have been worn.
2 - Your product must be returned with the following: original box, accessories, and most importantly the seal still attached. Otherwise your exchange will be refused.
3 - Your parcel must be protected by a double packaging (the original parcel or a box provided for this purpose).
4 - You must stick the return label on this parcel and slip the return form inside it.
Once your return has been examined and validated by our teams, our customer service will send you a store credit equal to the value of the original order (shipping and return fees deducted). You'll be able to use it within 12 months of receipt.
Return fees are at the customer's expense and amount to:
- €4.90 for any order shipped within mainland France
- €10.90 for any order shipped to Corsica.
- €7.90 for any order shipped to Belgium and Luxembourg.
- €12.90 for any order shipped to Switzerland.
Important: We do not accept exchanges on socks or cleaning kits.
Click here to access the returns portal.
We will refund your order provided that the product has not been worn, that it be returned in its original packaging and with all its accessoires.The seal must not be removed.
Following your return request, you will receive by email your return label (postage paid) along with a return form to slip into your parcel (excluding orders shipped to Switzerland).
Once the return has been received and processed, the refund will be issued within 24 to 48 hours to the payment method used for the original order.
Return fees are at the customer's expense and amount to:
- €4.90 for any order shipped within mainland France
- €10.90 for any order shipped to Corsica.
- €7.90 for any order shipped to Belgium and Luxembourg.
- €12.90 for any order shipped to Switzerland.
This amount will be directly deducted from your refund/exchange once your return has been processed by our team.
Returns are at your expense, via the carrier of your choice, for any order shipped to the French Overseas Territories (DOM-TOM) or Monaco.
If your return is refused by our team, you'll be able to recover your product. However, shipping fees of €10 will be at your expense.
To learn more about our return conditions, please consult this page.
Once received at our premises, the products sent by our partner resellers are inspected by our team before being shipped to you. If the product perfectly meets our quality standards, we add a Wethenew seal.
We add one seal per product: if the product is a pair of sneakers, there will be a seal on one shoe only.
This seal lets you know that the product has indeed been inspected and shipped by our team.
In case of a return, it also helps us confirm that the product is the one we originally sent you. You must not remove the seal before you are absolutely sure you won't be returning the product, otherwise your return request will be refused.
If you received a defective product or one different from what you ordered, do not submit a return request via the returns portal. Please contact us via the request form by clicking here.
Our team will tell you the procedure to follow to return the product you received.
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