Center d'aide
The section dedicated to your satisfaction, whatever your question.
86% of the time your answer is here
General FAQ
We understand that you may have expectations regarding the delivery of your order.
For greater transparency, delivery times are clearly explained throughout our site. In general, delivery will take between 5 and 16 working days with the primary objective of delivering to you within 9 working days once your order is shipped (24 hours).
Please do not overly solicit our customer service on this matter, as once shipped, we no longer have any impact on its progress.
There are two scenarios:
- Either you have informed your phone number when you order, it is therefore normal that you have not received an email if we do not have it.
- Either you have informed your mail when you order in this case: we confirm that you have received it, we ask you to look carefully in each category of your mailbox because it is possible that our confirmation email ends up in your Junk emails, Promotions or Networks, and this happens in 99% of cases when we receive this question.
Once your order has been processed if this is the case (24 to 72 hours after your order)
We confirm that you will receive the shipping confirmation email, just like the order confirmation email. We ask you to look carefully in each category of your mailbox because it is possible that our confirmation email ends up in your Junk emails, Promotions or Networks, and this happens in 99% of cases when we receive this question.
Choosing the right size is essential! Just check out our size guide on our product pages to find detailed information and ensure you make the best possible choice.
Customizing your jersey allows you to add a personal touch with maximum 20 characters. Express your unique style by choosing the words or numbers that mean the most to you.
I regret to inform you that we cannot make changes once the order has been placed for obvious reasons of volume.
If your order tracking number is faulty, please note that currently around 5% of tracking numbers are experiencing problems.
However, this in no way affects the delivery time of your order. In reality, this usually indicates that your order has already been shipped.
We would like to inform you that the tracking of your package will only be updated when it has arrived in France. This is a normal situation and should not be a cause for concern.
Before 45 days, no refund procedure is initiated due to possible delays beyond our control. After this period, an in-depth investigation is opened within the following 3 days. In the event of a positive response, the refund is issued immediately and takes between 2 and 5 days. If the answer is negative, it must be an error on your part, wrong address, lie after verification of the tracking, fraud. Thank you for your understanding.
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Specific questions
We naturally use Stripe, your security is our priority. We use AES-256 encryption to ensure the confidentiality of your information. You can make your purchases in complete security.
We apologize for any potential delays to your order. We recognize that international shipping may sometimes be delayed due to customs formalities. (no additional costs)
To view the status of your order, we invite you to use the tracking number that was sent to you by email upon shipping confirmation. This number allows you to locate your package and check its current status.
If you are having difficulty tracking your order or would like additional information, please do not hesitate to contact our customer service at contact@footdealer.co.
Our team is available to assist you and answer all your questions.
We use Colissimo as a carrier for our deliveries. It is important to note that the tracking of your package will only be updated when it is on French soil. Don't panic, it's normal. We thank you for your understanding and are here for any additional questions.
During the payment process on our site, simply enter the unique gift card code in the dedicated “Code and Gift Card” field to automatically apply the discount to your order.
No, no tax will ever be asked upon arrival. Everything is sorted out by us in advance.
Our products are sent individually depending on the items in your order. If your order includes items from two separate warehouses, you will receive two separate shipments, each with its own tracking number. It is therefore likely that the rest of your order will reach you shortly.
If you receive a damaged item, although this is extremely rare, we are fully committed to remedying these situations promptly. Here are the steps to follow :
- Take a clear photo of the damaged item.
- Send us this photo to the email address: info@foot-star.com
- Our teams will review your case and take the necessary steps to send you a replacement item or refund as soon as possible.
Your satisfaction is our top priority.
You can contact us via our contact form on the site or by email at info@foot-star.com. Our customer service team is here to answer all your questions and provide personalized assistance.
For any refund request, we are at your disposal to guide you through the necessary steps. Here are the conditions to be respected:
Deadline for Reimbursement : You have up to 14 days after receipt of your order to request a refund. It is crucial to inform us within this deadline in order to facilitate the processing of your request.
Product Conditions : To be eligible for reimbursement, your product must:
- Not having been purchased on sale.
- Be returned in its original condition, with all labels and packaging unaltered.
We invite you to consult our refund policy on our site for all additional information on the procedures and conditions.