FAQ - Frequently Asked Questions

I want to place an order on your website, how do I proceed?

Visit our website chapellerie traclet

Step 1: Click on the desired product and choose the desired size (using the dropdown menu).

Chapellerie Traclet

Step 2: Add the desired quantity and add it to cart.

Chapellerie Traclet

Step 3: You will then be asked if you want to validate your order or continue shopping.

Chapellerie Traclet

Step 4: You will then be directed to an order summary, verify the product and its size before validating.

Chapellerie Traclet

Step 5: Create your account or log in if you already have one. For this step, you must provide an email address and a password.

Chapellerie Traclet

If you've lost your password, don't panic! Simply click on the "forgot password?" tab and you will be asked via email to reset a new password.

Step 6: Add your contact information (delivery address, email address, phone number, etc.) if not already done.

Chapellerie Traclet

Step 7: Choose your delivery method from those we offer.

Chapellerie Traclet

Step 8: Choose your payment method and validate it.

Chapellerie Traclet

Step 9: Once the payment is validated, your order has been placed! You will then receive a confirmation email with the invoice and information about its shipment and delivery tracking.

You can also track its progress from your account on our website.

I'm unsure about my size

We strongly recommend measuring your head size using a measuring tape. If possible, get someone to help you to obtain an exact size.

For more precise information, here is a link to our dedicated size guide page.
For certain brands, it is recommended to take a size up or down, such as for the American brand Stetson which runs about 1 cm larger. These recommendations should be considered when placing the order, however they may not suit everyone.

How do I use a promotional code?

When you have added products to your cart and wish to place an order, you can add a promotional code. Simply enter it in the "Discount code or gift card" section and click on the thumbs up. It will automatically be applied to your cart.

If it doesn't work, you may have made an error or it may simply no longer be valid or usable on certain products.

When will I receive my order?

Upon receipt of your order, it will be processed as quickly as possible, within 24-48h. You will receive an email once it is shipped, which will include all the information you need, such as your order number and package tracking details.
You can also access this information by logging into your Chapellerie Traclet account.
Delivery times depend on the carrier chosen during checkout.

LaPoste Colissimo: Delivery within 48h/72h.

Chronopost: Delivery within 24h for orders placed before 2 PM.

Tnt Express: Delivery within 24h for any order placed before 2 PM.

Chapellerie Traclet is not responsible for delivery delays, once the package is handed over to our carriers, its delivery depends on their services.

I haven't received any emails about my order

Check your inbox carefully, especially in the spam folder. Our emails may be treated as junk mail.
You can also check emails received and exchanged with our team on your Chapellerie Traclet account.
Log in to your account using your email address and password.

Once logged in, you will be able to access all the information you need.

For orders, simply click on the "my orders" tab and you will have access to your order history.

Please note that all emails are processed during the day, our team focuses on customer satisfaction. They will try to respond to your requests as quickly as possible. It is also unnecessary to send the same email multiple times or call us to check the progress of an order, our team will contact you to keep you informed. Once the package is shipped, its progress no longer depends on our service but on the carrier's.

I want to track the progress of my order, how do I do that?

Once your order is shipped, you will receive an email regarding your package with your order number and tracking number. You can then track its progress from your phone or computer. You will be automatically redirected to our carriers' tracking platform.
You can also check its progress by logging into your account on our website.
If you wish to contact us by email, please have your order number ready.

I still haven't received my order, what should I do?

Make sure your product doesn't indicate a manufacturing time or longer delivery time. This information is displayed on the product page when you add your product to your cart and also when placing the order and in the order confirmation email.

As the manufacturing time does not depend on us but on our suppliers, it can vary. Thus, we indicate a time of 2-3 weeks or 3-4 weeks, but it can be shorter or longer. In any case, you will receive by email all information regarding this timeframe and its progress.
If not, and delivery indicated a timeframe between 24h and 48h, check your tracking number to verify if the carrier has a delay or if your delivery address is incorrect. All this information will be indicated with your package tracking. If the problem persists, we invite you to contact your carrier directly.
Once the package is prepared from our facility and handed over to the carrier, we have no influence over it. If you never received your package but the carrier claims to have delivered it, we invite you to file a claim with them. An investigation will then be conducted, which can take some time. We cannot send you the item again until this process is completed.

How do I make a return and/or exchange?

Returns are only possible for non-sale items. Items must not have been used (neither washed nor worn) and must be in their original packaging with their tags.
For an exchange, you have 100 days to send it back to us.
For a refund, 14 days from receipt of your order, if this period is exceeded, you can receive store credit.
For returns, it's very simple, just print our return form, indicate your order number, your contact details, the reason for return, and whether you want an exchange, store credit, or refund.

Return form to print

Return address:

Chapellerie Traclet
14 Impasse Bardin
42300 Roanne

Please note that any package returned without a printed return form will not be processed!
Return shipping costs are the customer's responsibility. Unfortunately, we cannot yet offer our customers free returns, however for purchases made via PayPal, the return is covered by the same platform. For more information click here.
When we receive your returned package, an email will be sent to acknowledge receipt. If you opted for an exchange, we will send you the desired item at our expense. If the item you wish to exchange is more expensive, please include the difference by check with the package. If it's the opposite, we will refund you the difference (without shipping costs).
For store credit, the order amount (without shipping costs) will be transferred to your Chapellerie Traclet account. You can use it whenever you want and on any product when placing an order. You can use it both on our website and in store.

How long does a refund take?

A refund is possible for returns within 14 days, if not, we will offer you store credit. The refund is also only valid if the item is not on sale, has not been worn, and still has its tags.
The refund will be processed only when we receive your returned package. An email will be sent to you upon receipt.
The refund can take several days depending on your payment method and the period during which we are working, such as the Christmas holiday period.
Please note that any package returned without a return form will not be processed! This may be the reason why you haven't received your refund yet.

None of these answers suit you?

You can contact us via our contact form. We will respond to your request as quickly as possible.
Our phone number: 04 77 71 40 58, our phone service is open from 9 AM to 12 PM and from 2 PM to 5 PM Monday through Friday. This service is only for answering technical questions or placing orders.
If you need to contact us about an order, such as a delivery delay, before calling, please have your order number ready so that it can be processed as quickly as possible.