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 drop-down bar).

Chapellerie Traclet

Step 2: Add the desired quantity and add it to the 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, check the product and its size before validating it.

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

Step 6: Add your contact details (delivery address, email address, phone number, etc.) if you haven't already done so.

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 regarding its shipment and delivery tracking.

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

I'm hesitating about my size

We strongly advise you to measure your head circumference carefully using a tape measure. 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 some brands, it is advisable to take a size above or below, for example, for the American brand Stetson which sizes about 1 cm larger. These tips should be taken into account when placing the order, however, they may not be suitable for everyone.

How to 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 added to your cart.

If it doesn't work, it's possible that you made a mistake or that it's simply no longer valid or usable on certain products.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 24-48 hours. You will receive an email as soon as it is shipped, which will provide you with all the information you need, such as your order number and package tracking.
You can also access this information by logging into your Chapellerie Traclet account.
Delivery times depend on the carrier chosen during the order.

LaPoste Colissimo: Delivery between 48-72 hours.

Chronopost: Delivery within 24 hours for orders placed before 2pm.

TNT Express: Delivery within 24 hours for any order placed before 2pm.

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

I have not received any emails regarding my order

Check your inbox carefully, especially in the spam folder. It's possible that our emails are treated as junk mail.
You can also check the 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 the history of orders placed.

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 several times or to call us to know the progress of an order, our team will contact you to keep you informed. Once the package is sent, its progress no longer depends on our service but on that of the carrier.

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

As soon as your order is shipped, you will receive an email about your package with your order number and package tracking number. You will be able to 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 does not indicate a manufacturing time or a longer delivery time. This information is displayed on the product page when you add your product to your cart, as well as when placing the order and in the email confirmation.

As the manufacturing time does not depend on us but on our suppliers, it can vary. Thus, we indicate a delay of 2-3 weeks or 3-4 weeks, but it can be shorter or longer. In any case, you will receive by email all the information concerning this delay and its progress.
If this is not the case, and the delivery indicated a delay between 24 and 48 hours, check your package tracking to see if the carrier is delayed 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 premises and handed over to the carrier, we have no influence over it. If you have 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 may take some time. We cannot resend the item until this process is completed.

How to make a return and/or exchange?

Returns are only possible for non-sale items. The 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 a period of 100 days to send it to us.
For a refund, 14 days from the receipt of your order; if this deadline is exceeded, you can benefit from a store credit.
For returns, it's very simple, just print our return form, indicate your order number, your contact details, the reason for the return, and whether you want an exchange, a store credit, or a 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 responsibility of the customer. Unfortunately, we cannot yet offer our customers free return shipping, however for a purchase 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 you to acknowledge receipt. If you have 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 a 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 our physical store.

How long does a refund take?

A refund is possible for a return within 14 days; if this is not the case, we will offer you a 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 only be processed when we receive your returned package. An email will be sent to you upon receipt of it.
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 for example.
Please note that any package returned without a return form will not be processed! It's possible that for this reason, you have not yet received your refund.

None of the 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 9am to 12pm and from 2pm to 5pm Monday to Friday. This service is only for answering technical questions or placing orders.
If, however, you contact us about an order, such as a delivery delay, before making a call, please have your order number ready so that it can be processed as quickly as possible.