1. Customer account
How to create my account ?
To create your account on the Goutal online store, enter your email address, which becomes your login and other required information in the appropriate fields.
How to modify my account ?
Changing your password, or your billing information is very simple. Click on "Your account" and enter your username and password. Once logged in, you can view and modify your personal information
I forgot my password, how do I log in to my account ?
When you click on the "forgot password" link, please enter your email address which was used to create your account. Your password will be emailed to you instantly. You can also contact our Customer Service by going to the "Contact" section of our site.
How do I subscribe to the newsletter ?
Subscribe to the Goutal newsletter by entering your email address on the home page, in the newsletter section at the bottom of the page. You will be informed of our exclusive offers, news from the house, collections and promotions...
How do I unsubscribe from the newsletter ?
You can unsubscribe from the newsletter by simply clicking on the unsubscribe link at the bottom of the newsletters you receive. You can also do so in "Your account".
What do you do with my nominative and personal information?
The information you send us to process your order is only used within the framework of our commercial relationship. In no way this information will be shared with third parties or resold. In accordance with the French Data Protection Act of January 6, 1978, you have the right to access and rectify any personal data concerning you. Regarding your banking information (credit cards), they are only used in connection with your payment with our secure payment partner Stripe. We do not keep any banking information about you.
2. Order
How to place an order on my Goutal online store ?
To place an order on the Goutal store, simply browse the site by accessing the products offered in the different categories. Then choose the items you wish to purchase by clicking on "Add to cart". Once your products are in the basket, you can check the contents of the basket by clicking on the basket, then let yourself be guided by clicking on the "Purchase" button. Your order is prepared within a maximum of 48 working hours in our warehouses, it is then given to the carrier according to the delivery method and the country you have chosen.
What are the delivery times for my order ?
All your orders are shipped within 48 hours maximum. You are kept informed by email of the shipment of your package.
How do I know the status of my order ?
We send you a confirmation email a few minutes after the validation of your order. In this email, you will find the summary of your order as well as a link allowing you to access your account and track the status of your order. Your order will go through the following statuses: "In preparation" and "Shipped". When your package is handed over to the carrier, you will also receive a new email indicating that your package has been handed over to the carrier, in which a tracking number will allow you to follow its progress.
How can I cancel or modify my order ?
You have the possibility to cancel an order when it has not yet been prepared by our warehouses. After validation of your payment, the content of your order can no longer be modified. We therefore invite you to check the items in your basket before finalizing your payment. If you wish to cancel your order, please quickly contact our Customer Service by the form https://www.goutalparis.com/en/pages/nous-contacter before your order is prepared. The customer service will record your cancellation and the card used for your purchase will be automatically re-credited with the total amount of your order.
3. Payment
What are the accepted payment methods ?
We only accept payment by credit card and Paypal. Payments are fully secured by our partner Stripe. The credit cards accepted on the online store Goutal are the following: Carte Bleue, Visa and Mastercard.
How is the payment secured ?
The Goutal online store uses the Stripe e-Commerce solution, recognized by the main players in the financial world. This has been developed so that you can make your payments in an ergonomic and user-friendly environment, with optimal security and respect for privacy
For your security, a payment protocol has been put in place: "3D Secure" allowing better authentication of the cardholder during purchases made on our site by protecting the Internet user against fraudulent use of his or her bank card. This authentication is based on a model including 3 actors hence the name 3D Secure which are:
- The merchant
- The bank
- The bank card system
When you pay, you are asked to send a message with an identification request in order to finalize the payment request. Depending on the bank issuing the card, the identification request varies: confidential code, date of birth,... EIn case of problem with the 3D Secure payment, please contact your credit card issuer.
My advantage code does not work, what should I do ?
Remember to check the validity date of your advantage code. Also be sure to be case sensitive and enter your code without spaces. Remember to empty the cache of your computer. If your code works, a text will be displayed to let you know that your coupon has been taken into account. The codes are not cumulative: if you have several codes, only one of them can be used during your order. After having followed these procedures and in the event that the code does not work, do not hesitate to contact Goutal Customer Service by the form https://www.goutalparis.com/en/pages/nous-contacter
Delivery
What are the delivery modes and rates ?
The preparation of orders is carried out from Monday to Friday, except for public holidays. Thus, orders placed on Saturday and Sunday are processed and shipped on Monday.
Your order is prepared within 48 working hours in our warehouse, then it is handed over to the carrier according to the delivery method and country chosen.
To learn more about our delivery methods and rates, you can consult this page.
Can I be delivered abroad?
For deliveries in Europe, our official e-boutique serves the following countries:
France (excluding DOM TOM), Belgium, Luxembourg, Netherlands, United Kingdom, Italy, Germany, Spain, Austria, Denmark, Portugal, Poland, Finland, Sweden, Hungary, Estonia, Latvia, Lithuania, Czech Republic, Slovakia, Slovenia, Croatia and Switzerland.
The choice of your delivery zone will be proposed to you after validation of your basket. Please note that any country that is not on this list cannot be delivered.
For deliveries to the USA, please visit our official e-boutique: us.goutalparis.com
We would like to inform our customers that delivery times are for information only and take effect the day following the date of shipment.
Shipping and delivery times may be subject to delays in case of non-availability of products ordered, in case of holidays, in case of strike of carriers or in case of over orders among other cases of force majeure.
What should I do if I'm not at home at the time of delivery ?
If your carrier is Colissimo or Chronopost, the package is delivered directly to your home and if you are not at home at that time, a delivery notice will be left in your mailbox. This notice indicates the time and the day of passage as well as the post office where you can collect the parcel. You will then have to go to the post office indicated with the notice of passage deposited by the letter carrier and a piece of identification to pick it up. You then have a period of 15 days, beyond which the package will be returned to us.
What should I do if I do not receive my order?
If you still have not received your package after 7 days and no notice of passage has been left, remember to check the status of your package on the carrier's website, depending on the delivery method chosen. You can also contact our Customer Service from Monday to Friday, 10am to 6pm, by the form https://www.goutalparis.com/en/pages/nous-contacter
