Questions & Answers

To place an order on our Ikks.com website, you can create an IKKS account or place an order as a guest Customer, without creating an account.

If you have never created an IKKS account, it can be created:

• either at the time of validation of your basket;
• either directly on all the pages of the site by clicking on at the top right or by clicking on this link to access your customer area.

Fill in the information necessary to process your order: your personal details and the delivery address you want. Choose a password that will then allow you, along with your email address, to easily identify yourself and manage your account information.

You can then access your personal space at any time by clicking on "My Account" located at the top right of all our pages.

Creating your account allows you to:

• track the status of your current orders;
• edit your invoices;
• quickly place your next orders;
• view your purchase history;
• manage your feedback on the site;
• change your password;
• change your contact details (delivery and/or billing addresses);
• update your preferences regarding our newsletter.

In order to access your account, you can click on the "forgot password" link at any time. An email will then be automatically sent to you within minutes to create a new password. You then have 30 minutes to register a new password by following the link that will be sent to you.

If you wish to change your email address, please go to the PROFILE section of your customer account.

You can change your contact details while keeping your order history and the benefits of your customer account.

To do this, go to the "Profile" section of your customer account. Make the various necessary changes without forgetting to validate your changes by clicking on "Save".

If you wish to log out, click on "log out" located at the top right of all pages.

In order to place an order on our IKKS.com site, simply select and add an item to your cart, choose a delivery method and make the payment.

You can search for items in our different collections (IKKS Women or IKKS Men) in different ways:

• either by navigating through the different menus offered via a navigation by product families (T-shirt, Sweater, Trousers, etc.);
• either through the search engine available on all pages, at the top right of the site;
• or by using the proposed filters.

If the item you are looking for is no longer available in a desired size on our website, you can view its availability in the IKKS store network, on the detailed sheet of each product, by selecting the size and then clicking on "reserve in store".

To help you choose a garment or accessory, we indicate on each item sheet:

• the price;
• available sizes;
• the colours available;
• maintenance instructions;
• composition;
• a size guide;
• a photo of the item;
• a description

When you are on the product sheet, you can select the size, color and quantity you want.

To help you choose the size of your garment or accessory, you can click on "Size guide". A table of correspondence of size is offered to you for information purposes. For more information on the dimensions of an item, you can also contact Customer Service.

Then click on "to cart".

Promotional codes can be offered by email for one-off promotional operations.

Their use is subject to certain conditions:

• The codes are only valid on the products specified on our site.
• A code can be used only once and is non-refundable. Promo codes may not be combinable with each other or with other promotions.
• In order to benefit from the discount linked to the codes, it is imperative to enter it in the box reserved for this purpose "add a promotional code" when placing the order on our site.
• Promo codes have limited validity dates.

When all the items you want are in your shopping cart, you can click on "checkout". At this stage, you can choose to log in or create your IKKS Customer account or place your order as a guest Customer, i.e. without creating an account.

If you are already logged in to your account, you will be able to go directly to the Delivery step. At this stage, you will be able to:

• Choose your delivery method;
• Fill in or confirm your shipping address.

You can save and manage several delivery addresses in the address book associated with your account if you are used to having your delivery to different places (work, home, etc.).

To change your delivery country, you must select the desired delivery country at the bottom of the page on the right of the site in the list of proposed countries.

If you have a promotional code, you can enter it at this time of your order, in the box provided for this purpose.

IKKS uses the Adyen secure payment system, which is PCI DSS certified to guarantee you safe purchases. All confidential payment data is directly encrypted (SSL).

Payment methods

You can pay for your order with one of the following payment methods:

• Visa;
• EuroCard/MasterCard;
• Credit card;
• E-credit card;
• American Express;
• PayPal;
• iDeal (Netherlands);
• Bancontact (Belgium);
• IKKS gift card;
• Have IKKS;
• ApplePay;
• ALMA (payment in instalments free of charge in France);
• Klarna (payment in 30 days Belgium, Netherlands, Germany and Austria or in instalments in Spain).

For payments by credit card, you will need to enter the card number, expiry date and cryptogram if applicable. Additional information may be requested from your bank in order to guarantee you a more secure payment.

Payment by cheque is not accepted on our IKKS website.

Payment by gift card is only possible after logging into a customer account.

For more information, you can access our page dedicated to payment methods, by clicking on this link.

You can use one or more credit notes to pay for your order.

To do this, we invite you to log in to your customer account, then enter the code of your credit note when you are on the "Payment" page, click on "I use my credit notes" and then accept "the IKKS general terms and conditions of sale" in order to validate the code of your credit note. The total of your order is automatically deducted from the amount of each credit note.

If your credit note is less than the total amount of the order: its amount is automatically deducted from your order and you can complete the total with another payment method directly on our website (credit card, PayPal, credit note, etc.).

If your credit is greater than your order total: your order will be paid in full. The remaining amount of your credit note will be available for the payment of your next orders.

You can use one or more gift cards (maximum 4 per order) to pay for your order.

To do this, enter your gift card code in the "IKKS gift card" box at checkout and then accept "IKKS general terms and conditions of sale" in order to validate your card code. If the amount of your gift card is less than the total amount of the order, the amount of the gift card is automatically deducted and you can complete the payment by selecting a different payment method.

If the amount of your gift card is higher than the total of your order, you will be able to directly accept the general terms and conditions of sale and click on "Validate". The remaining amount of your gift card will be available for the payment of your next orders.

Payment by credit note or gift card is not offered when an order is placed in "Guest Customer" mode.

After validating your order, you will receive a confirmation email with the details of your order. This email simply represents the registration of your order.

This email will tell you:

• your order number;
• a summary of the items ordered;
• your contact information.

During the processing and shipping of your order, emails are sent to you at different stages, including the validation and shipping of your package.

If you wish, you can track the progress of your order in the "ORDERS" section of your customer account.

When your order is shipped, you will receive an email with the tracking number, the carrier and a link allowing you to follow the progress of your package.

If you wish to follow the progress of your order, placed as a Guest Customer, we invite you to click on this link, under the heading "Track my order"

• Validated: your order is validated by our Customer Service;
• In preparation: your order is being prepared in our warehouses;
• Shipped: Your order has been handed over to the carrier.

If your order does not appear in the "ORDERS" area of your customer account, check if you have received an order confirmation email from our Customer Service (also remember to check your spam and junk mail). If not, we invite you to contact Customer Service.

If your order was placed as a Guest Customer, without creating an account, we invite you to follow the progress of your order by clicking on this link.

It is not possible to modify an order once it has been validated on the site. We invite you to contact Customer Service to request cancellation if the state of preparation allows it.

It is not possible to add an item to an order once it has been validated. In order to place an order for this additional item, please contact our Customer Service.

It is not possible to change delivery addresses for orders delivered to a relay or IKKS store.

For home delivery orders and if the state of preparation allows it, we invite you to contact our Customer Service to inform us of the changes to be made.

Once your order has been validated, the delivery method can no longer be changed.

If the order has just been validated, you can cancel it by clicking on the "CANCEL MY ORDER" button in the "ORDERS" section of your customer account. If this is no longer possible, we invite you to contact Customer Service to request cancellation if the state of preparation allows it.

If you have not received your order within the expected time, we invite you to contact our Customer Service. Thus, an investigation will be carried out with the carrier.

To add an item to your cart, click on the "Add to cart" button available on each item sheet.

On the other pages, a "quick buy" button allows you to add an item to your cart without going through the product page.

All products added to your cart remain stored for a limited time. You can access it at any time by clicking on the "Shopping Cart logo" on each page at the top right of our site.

Items inserted in your shopping cart are not reserved and therefore may no longer be available at the time you finalize your order.

You can change the quantity of an item or remove one or more items from your shopping cart.

To delete an item, click on the "X" located on each item line.

We offer the same collections of clothing and accessories as those available in IKKS stores. We invite you to log in regularly to discover our new products.

IKKS.com offers you the possibility to order and have it delivered to the following countries:

• Metropolitan France (+ Corsica), Australia, Austria, Belgium, Bulgaria, Chile, Croatia, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Indonesia, Ireland, Italy, Jordan, Latvia, Lebanon, Lithuania, Luxembourg, Malaysia, Mauritius, Oman, Netherlands, Philippines, Portugal, Poland, Romania, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Thailand and the United Kingdom.

For delivery in mainland France and Corsica, you can select one of the following delivery methods:

• Delivery to a relay point (So Colissimo): €6;
• Home delivery (Colissimo): €7;
• Express delivery (TNT - for all orders placed before 10am on a working day): €10;
• Delivery to IKKS Boutiques: free.

For delivery in Belgium, the Netherlands, Spain and Luxembourg, you can select 4 delivery methods:

• Delivery to So colissimo relay: €6;
• Chronopost home delivery: €7;
• Express home delivery Chronopost: €12;
• Delivery to IKKS stores: free.

For deliveries within the European Union outside of mainland France, we offer home delivery by Chronopost UPS, but also delivery to IKKS stores or pick-up points in certain countries.

We also deliver to some countries outside the European Union via DHL. Visit our delivery section for more information.

The price of transport is calculated according to the country of destination and the delivery method. The exact price of the shipping costs appears on the summary page of your purchases before confirming your order.

Delivery is free for purchases of €100 or more regardless of the delivery method selected, excluding TNT express and Chronopost Express.

To simplify delivery for you, we offer to deliver to one of the 26,000 So Colissimo relays spread across France. The So colissimo relays are merchants (dry cleaners, petrol stations, etc.) often open until 8 p.m. and on weekends or post offices. They undertake to receive and deliver your package to you, at no additional cost.

Choose the "Delivery" section after validating your basket, the relay that suits you: the closest to your home, your workplace, etc.

You will receive a notification from So Colissimo when your order is available at your pick-up point. This service is available in several countries in Europe. Visit our delivery page for more information.

These times take into account the time it takes to prepare and deliver the order according to the delivery address and the delivery method selected.

These indicative deadlines are as follows:

• France:
• Delivery to a relay point - Colissimo within 2 to 4 working days;
• Standard home delivery - Colissimo, 2 to 4 working days;
• Express home delivery, by TNT, within 1 to 2 working days maximum;
• Delivery to the Boutique, within 2 to 3 days.

• Corsica:
• Delivery to a relay point - Colissimo within 4 to 6 working days, from the validation of the order;
• Standard home delivery - Colissimo, 4 to 6 working days;
• Express home delivery, by TNT, within 4 working days maximum;
• Delivery in Boutique, within 4 to 5 days.

• Belgium, Netherlands, Spain and Luxembourg:
• Delivery to a relay point - Colissimo within 4 to 6 working days, from the validation of the order;
• Home delivery by Chronopost/DPD, 3 to 6 working days;
• Express home delivery by Chronopost/DPD, 1 to 2 working days;
• Delivery to the Boutique, within 4 to 6 working days.

• All countries (excluding France and Belgium, the Netherlands, Spain and Luxembourg):
• Shipments are made by Chronopost for the EU and by DHL for non-EU countries. The indicative delivery times are 3 to 6 working days. For more information, we invite you to consult this link.

It is not possible to change delivery addresses for orders delivered to a relay or IKKS store. For home delivery orders and if the state of preparation allows it, we invite you to contact our Customer Service to inform us of the changes to be made.

Once your order has been validated, the delivery method can no longer be changed.

Is an item in your order not right for you? Here are the steps to return your package to us

Returning an order placed with a customer account:

You have 30 days from the day you receive your package to make a return.

To do this, you must go to the "ORDERS" section of your customer account, and click on "declare a return".

Check the item you wish to return, changing the quantity returned if necessary and click on "Register this return".

Then select the reason for your return from the list provided. Following this registration, your return slip will be available for printing in the "ORDERS" section of your customer account.

Is your return slip not available? The reason selected when registering your return requires the intervention of our customer service. An email will be sent to you within 2 to 3 working days, to confirm its validation.

In this email, you will be specified:

• the return address;
• the method of compensation;
• the returned item (designation, reference, colour, price, size, quantity);
• the order number;
• Instructions for shipping (packaging).

You have 30 days from the day you receive your package to make a return.

For orders placed in guest mode, we invite you to register your return by clicking on this link, section > Track my order without an account

If your order has been delivered outside the EU, you will receive a specific email from our partner in charge of transporting your return. Please follow the instructions in the Bulletin carefully.

In accordance with the General Terms and Conditions of Sale, you must return the product to us in perfect condition – unworn and undamaged – and in packaging that ensures your items are received in good order.

Return postage is free for all in-store returns. If there is no shop nearby, you are responsible for the return postage; your parcel must be posted at a post office to the address indicated on your return slip.

If you receive a faulty item or one that does not match your order, please contact Customer Services within 72 hours of receipt.

When registering your return, you will be able to choose your compensation method:

• Refund to your bank account, if your order was paid by credit card, PayPal or Amex, IDEAL, Bancontact...;
• Credit note valid for 1 year on our IKKS Eshop website.

The refund and/or credit note amounts to the amount of the price of the item concerned by the return. IKKS will also reimburse you for the delivery costs paid when placing your order.

We do not offer exchanges. We invite you to finalize a new order for the desired item. In the case of a change in size, for an item that has benefited from a promotion, we invite you to contact customer service to validate your new order with the same discount.

If you paid for your order by credit card, PayPal or Amex, the refund will be made to the bank account associated with the payment method used. An email will be sent to you to confirm this refund.

If you return an item that was paid for with one or more credit notes and/or gift card(s): the amount of your return will then be returned to you in the form of a new credit note.

If you return an item that has been paid for in part with one or more credit notes and/or gift card(s): the amount of your return will then be refunded to you in the same way (credit note and refund).

Upon receipt of your return, a credit note for the amount of the returned items will be issued to your Customer account.

The credits, linked to an order return, are valid for one year on the site. The list of your assets is available in the "Credit" section of your personal "PROFILE" space.

When you return an order paid for by gift card, we will issue a credit note for the amount of your return to your Customer account.

This credit note will be valid for one year on the Ikks Eshop website from the date of issue.

If you receive an item that is defective or does not conform to your order, we invite you to contact Customer Service within 72 hours of receipt.

The return registration procedure for a non-compliant order or the delivery of a defective item remains the same as for an item return. Be sure to choose the corresponding reason for your return and insert a comment in the space provided.

After validation of your return, customer service will send you a pre-paid label within 3 working days from the date of registration of your return, in order to cover the costs of your return.

Your satisfaction in choosing a garment also depends on choosing the right size. To make sure you make the best choice, we indicate on each item page the size correspondences of our clothes and accessories according to the collections. This information is provided for information purposes only. For more information or advice, we invite you to contact our customer service.

In order to give you the best advice on the care of your clothes and fashion accessories, a "Composition and care" tab is available on each item sheet.

In order to facilitate your navigation on our online store, a search engine, symbolized by a magnifying glass, is at your disposal at the top right of each page.

Our customer service is at your disposal from Monday to Friday from 10:00 am to 6:00 pm on 02 41 75 97 93 or by email: serviceclient@ikks.com and also via our online contact form by clicking on the link below: Contact us