Frequently asked questions
Need help? We answer the most frequently asked questions
Welcome to the FAQ French Market. Here you'll find quick answers to the most frequently asked questions about orders, , delivery, , click & Collect, , returns / refunds, , sizes, , officially licensed products, and the general operation of our store.
Our aim is simple: to enable you to buy with confidence, with clear and useful information. If you can't find what you're looking for, our customer service remains available to help you.
1) Order & customer account :
Wondering how to place an order, modify your basket, use a promotional code or track your purchases? This FAQ explains:
- How to order on French Market ? ?
- Add your items to the basket, check your details, choose your delivery method (or Click & Collect), then finalize payment. A confirmation e-mail will be sent to you after validation.
- I haven't received my order confirmation e-mail. What should I do ?
- Check your spam/unwanted messages. If nothing appears, log in to your account to check your order history. If necessary, contact us with your name and e-mail address.
- What does "Payment accepted" mean ?
- This means that your payment has been validated. The order is then processed by our team for preparation and dispatch.
- Can I change or cancel my order after payment ?
- If the order has not yet been prepared/shipped, we can sometimes intervene. Please contact us as soon as possible with your order number. Once your order has been dispatched, it is no longer possible to modify or cancel it.
- Can I change my address after ordering ?
- If the package has not yet been shipped, we may be able to correct the address. Please contact us as soon as possible. In most cases, the address cannot be changed after shipment.
2) Secure payment :
On French Market, payment is designed to be simple and secure. In this section, you'll find answers about :
- What payment methods do you accept ?
- We accept the payment methods available on our site at the time of ordering (credit card and/or options displayed at checkout). Payment is secure.
- My payment has been refused. What should I do ?
- Check your bank details, your limits, or try another payment method. If the problem persists, contact your bank and try again.
- Is payment secure ?
- Yes, all transactions go through a secure payment solution. Your bank details are not stored by our store.
3) Delivery & tracking :
Delivery is essential. This section answers questions about :
- What are the preparation times ?
- Orders are prepared as quickly as possible, depending on activity and actual product availability. Once shipped, you will receive an e-mail with tracking information.
- What are the delivery times ?
- Delivery times vary according to carrier and destination. The delivery times shown on the order form are indicative and depend on the carrier.
- How do I track my parcel ?
- As soon as your order is dispatched, you'll receive an e-mail with a tracking link or number. You can also find this information in your customer account, under "My orders".
- Is this normal ?
- Yes, sometimes the carrier scan can take 24 to 48 hours after pick-up. If it takes longer, please contact us.
- Tracking says "Delivered" but I haven't received anything
- Check first: letterbox, neighbor, janitor, relay point, or usual drop-off location. If you can't find the parcel, contact us quickly: we'll help you file a claim with the carrier.
- My package is late
- Delays may occur (busy periods, transport problems). If the delay is longer than usual, or if tracking is blocked, please contact us with your order number.
- I received a damaged parcel
- If the parcel is visibly damaged, take photos (box + contents) and make a reservation with the carrier or relay on receipt and contact us. We will consider the most appropriate solution. If you accept the damaged parcel with no reservation, we cannot do anything.
Our team prepares orders with care to ensure that your items arrive in the best possible condition.
4) Click & Collect :
Do you want to pick up your order easily and live near Veauche and Saint-Etienne in the Loire region of France? The Click & Collect explains :
- How does Click & Collect work ?
- Choose "Click & Collect" when placing your order. We'll let you know as soon as your order is ready for collection.
- When can I collect my order ?
- Only after receipt of the "order ready" confirmation. Depending on the organization, pick-up can take place at the times/info indicated on the site when the order is placed. The choice is yours.
- How do I collect my order ?
- Please bring your order number and proof of identity. If another person is coming, they must present the order number and the holder's identity (subject to conditions).
5) Returns, exchanges & refunds :
Because it can happen: wrong size, change of mind, or product that doesn't fit. The FAQ details:
- How do I request a return ?
- Contact us via the contact form (or the customer area if available), indicating your order number and the reason. We will tell you how to proceed.
- Can I exchange an item ?
- Depending on availability, an exchange may be possible. Otherwise, a return with refund and a new order is usually the quickest solution.
- How long does it take to get your money back ?
- After receipt and verification of the return, the refund is made within the usual processing time. The time it takes to appear in your account depends on your bank.
- Am I responsible for return shipping costs ?
- This depends on the reason for the return and the conditions indicated on our website. If it is a retraction, the return postage costs are at your expense, if we have made a mistake, we take responsibility for the return and the return postage costs. Contact us to find out which solution applies to your situation.
Our aim is to provide you with clear guidance to avoid any confusion.
6) Sizes & advice (boxers, socks, caps...) :
Between a trucker cap, a snapback, a dad cap or a set of boxer shorts, we know that size questions come up a lot. Here you'll find :
- Are your products official ?
- We offer a selection of products under official license and recognized brands. Product information and visuals are presented transparently on each sheet.
- How do I choose the right boxer size ?
- Refer to the size you usually wear and the instructions on the product sheet. If in doubt between two sizes, choose the larger one for greater comfort (depending on cut/material).
- Do microfiber boxer shorts cut differently ?
- Microfiber is a soft, comfortable material. Depending on the model, it can feel closer to the body than cotton. In case of hesitation, a size up may be appropriate.
- Are socks co-ed ?
- Many lots are unisex (men/women). Check the size indicated: it's the most reliable benchmark.
- How do caps fit ?
- It depends on the model:
- Snapback adjustable by snap, one size fits most
- Trucker adjustable, more airy (mesh)
- Dad cap adjustable with buckle/strap, softer style
Consult the product sheet if a specific size is mentioned. - Can I return a product if the size doesn't fit ?
- Yes, according to our return conditions. The product must be in its original condition, unworn, unwashed, with packaging/labels if applicable.
7) Products & official licenses
French Market specializes in strong brands and officially licensed universes. This section provides answers to :
- "Are the products official?"
- Yes, all our products are officially licensed and so are the brands.
- "How to recognize a licensed article?"
- There will always be a brand label with the licensing rights.
Transparency is always a priority: materials, cut, care, visuals and product details.
8) Customer service: we're there when you need us:
- Do I need to create an account to order ?
- It's not always compulsory, depending on the configuration, but creating an account makes it easier to track your orders and find your order history.
- How do I contact customer service ?
- Go to the "Contact" page of the site. For faster processing, please enter your order number, your name and the problem you encountered.
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Tip: To go faster, always indicate in your message : order number + e-mail used + photo if necessary (damaged parcel / product received).
If you don't see your question in the FAQ, contact us: our team will get back to you as soon as possible to help you with an order, tracking, size or product.