Frequently asked questions
Need a helping hand? 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, , the sizes, , officially licensed products, and the general operation of our shop.
Our aim is simple: to help you 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 :
Are you wondering how to place an order, modify your basket, use a promotional code or track your purchases? This FAQ will explain:
- How to order on French Market ? ?
- Add your items to the shopping basket, check your details, choose your delivery method (or Click & Collect), then finalise payment. Confirmation will be sent to you by e-mail once the payment has been confirmed.
- I haven't received my order confirmation e-mail. What should I do ?
- Check your spam/undesirables. If nothing appears, log in to your account to check your order history. If necessary, contact us with your name and the e-mail address you used.
- 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 the order has been dispatched, it can no longer be modified or cancelled.
- Can I change my address after ordering ?
- If the parcel has not yet been dispatched, we may be able to correct the address. Please contact us as soon as possible. Once the parcel has been dispatched, the address can generally no longer be changed.
2) Secure payment :
Visit 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 shop.
3) Delivery & tracking :
Delivery is a key issue. 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 your order has been dispatched, you will receive an e-mail with tracking information.
- What are the delivery times ?
- Delivery times vary depending on the carrier and the destination. The delivery times shown when the order is placed are indicative and depend on the carrier.
- How do I track my parcel ?
- As soon as your order is dispatched, you will 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, neighbour, caretaker, 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 parcel is late
- Delays may occur (busy periods, transport problems). If the delay is longer than usual or if the 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 without a reservation, we will not be able to do anything.
Our team carefully prepares orders so 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 ordering (collection from depot). 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 organisation, collection can take place at the times/info indicated on the site when the order was placed. The choice is yours.
- What do I need to do to collect my order ?
- Bring your order number and proof of identity. If another person comes, they must show the order number and the holder's identity (subject to conditions).
5) Returns, exchanges & refunds :
Because it can happen: the wrong size, a change of mind, or the wrong product. The FAQ explains:
- How do I request a return ?
- Contact us using 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 generally the quickest solution.
- What are the repayment times ?
- Once the return has been received and checked, the refund will be made within the usual processing times. The time it takes to appear in your account then depends on your bank.
- Do I have to pay for the return postage ?
- This depends on the reason for the return and the conditions indicated on our site. 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.
The aim is to give you clear guidance to avoid any confusion.
6) Sizes & advice (boxers, socks, caps...) :
Whether it's a trucker cap, a snapback, a dad cap or a set of boxer shorts, we all know that size is an issue. Here you'll find :
- Are your products official ?
- We offer a selection of products under official licence and recognised brands. Product information and visuals are presented transparently on each page.
- How do I choose the right size for my boxer shorts ?
- Refer to the size you usually wear and the instructions on the product sheet. If in doubt between two sizes, choose the larger size for greater comfort (depending on cut/material).
- Do microfibre boxer shorts cut differently ?
- Microfibre is a soft, comfortable material. It can feel closer to the body than cotton, depending on the model. If you're not sure, a size up may be appropriate.
- Are socks mixed ?
- Many lots are unisex (men/women). Check the shoe size on the label: it's the most reliable guide.
- 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 it 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 licences
French Market specialises 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 do you recognise a licensed article?"
- There will always be a brand label with the licensing rights.
The emphasis is always on transparency: materials, cut, care, visuals and product details.
8) Customer service: we're there if 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 on the site. For rapid processing, please indicate your order number, your name and the problem you encountered.
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Tip: To speed things up, always indicate in your message : order number + e-mail used + photo if necessary (damaged parcel / product received).
If your question is not in the FAQ, contact us: our team will respond as quickly as possible to help you with an order, tracking, size or product.