FAQ - Frequently Asked Questions

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

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

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 wish 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 confirming.

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! Just click on the "Forgot your 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 preferred delivery method from the options 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 hesitant about my size

We strongly advise you to measure your head circumference accurately 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 certain brands, it is advisable to choose a size above or below, such as for the American brand Stetson, which runs about 1 cm larger. These recommendations 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 or gift card" section and click on the thumbs up. It will automatically be applied to your cart.

If it doesn't work, it's possible that you made an error or that it's simply no longer valid or usable on certain products.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 soon 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 details.
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 within 48-72 hours.

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

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

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

I haven't received any emails about my order

Be sure to check your inbox, especially in the spam folder. Our emails may be 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 placed orders.

Please note that all emails are processed within the day, as our team focuses on customer satisfaction. They will try to respond to your requests as quickly as possible. It is unnecessary to send the same email multiple times or call us to inquire about 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?

As soon as your order is shipped, you will receive an email regarding 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 order confirmation email.

The manufacturing time depends on our suppliers and can vary. We typically indicate a timeframe of 2-3 weeks or 3-4 weeks, but it may be shorter or longer. In any case, you will receive all information regarding this timeframe and its progress via email.
If this is not the case, and delivery indicated a timeframe between 24 and 48 hours, please have your package tracking information ready to check if the carrier is experiencing a delay or if your delivery address is incorrect. All this information will be provided 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 on it. If you never received your package but the carrier claims to have delivered it, we invite you to file a complaint with them. An investigation will then be conducted, which may take some time. We will not be able to resend the item until this process is completed.

How do I 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 intact.
For an exchange, you have a period of 100 days to send it back to us.
For a refund, 14 days from the receipt of your order; if this period 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 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 amount of the order (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 be processed only when we receive your returned package. An email will be sent to you upon receipt of it.
The refund may take several days depending on your payment method and the period during which we are working, such as the Christmas holiday season, for example.
Please note that any package returned without a return form will not be processed! It is 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 reception is open from 9 AM to 12 PM and from 2 PM to 5 PM Monday to Friday. This service is only for answering technical questions or placing orders.
However, if 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.