Question 1

Why can't I find an item?

Accepted Answer

If you can't find the item that you're in love with, this may be because it's not on sale online at the moment! Our products are only visible on the site as long as we have materials to manufacture them.

Question 2

I can't find the answer to my question

Accepted Answer

Contact us by consulting "Contact Us ".

Question 3

I would like some information about your products

Accepted Answer

Each product listing consists of a description including a list of all the item's features (which varies depending on what it is). If you think that information is missing however, feel free to contact us by email. We will get back to you asap!

Question 4

How do I choose my size?

Accepted Answer

To choose the right hat size, measure your head circumference approximatively 1cm above your eyebrows and ears. 
Be careful not to tighten it too much, as the hat may be just as tight.  If you don't have a tape measure, use a string you'll measure thereafter. If the measurement falls between two sizes, we advise you to choose the larger one for better comfort.

Question 5

Can I cancel or change an order?

Accepted Answer

Once your order is confirmed, it's not possible to change it.However, you can cancel your order within the day.To do so, please contact us by consulting the "Contact Us" section.

Question 6

One size fit all, what sizes are covered by items that are one size fits all?

Accepted Answer

One size fits all items are generally hats or accessories whose material is expandable or include an elastic. They range from head size 54 to 62 cm.

Question 7

My order's status is "Cancelled"

Accepted Answer

Either you have deliberately cancelled your order prior to payment or your payment was declined for various reasons. If you want to receive your order, you must "renew" your order and make the payment again.

Question 8

My order's status is "Completed"

Accepted Answer

Your order has been shipped and an email has been sent to you with your Colissimo tracking number. If you need more information please contact Customer Service by consulting the "Contact Us" section.

Question 9

Can I cancel or change an order?

Accepted Answer

Once your order is confirmed, it's not possible to change it.However, you can cancel your order within the day.To do so, please contact us by consulting the " Contact Us" section

Question 10

I can't find the answer to my question

Accepted Answer

Contact us by consulting the "Contact Us".

Question 11

Payment by credit card:

Accepted Answer

The cards accepted are Carte Bleue, E-Carte Bleue, Visa, Visa Electron, Maestro, Mastercard.Your payment has been accepted, the status of your order is: "being processed"Your order has begun preparation (taking 2 or 3 working days) and will be shipped as soon as possible. (See our "Delivery, shipping costs" section)Your account will be debited on the day of the package's shipment, the withdrawal will be made depending on the availability of the items. If an item has fallen out of stock, you will not be charged for the amount.If payment was declined due to required 3D Secure authentication, and the buyer was unable to authenticate themselves, the status of your order will be "Cancelled"If payment was declined due to required 3D Secure authentication, and the buyer was unable to authenticate themselves, the status of your order will be "Cancelled"If payment was refused as permission was denied due to an error in the security code entered, the status of your order will be "Cancelled"If unable to pay by credit card or by bank transfer, please contact Customer Service by consulting the "Contact Us". section.

Question 12

Payment by bank transfer:

Accepted Answer

At the checkouk, you can select the payment method "bank transfer". You have 72h to make the bank transfer (Please note your order number as a reference)Proof of transfer (screenshot) will ensure faster shipping. After this time, the order will be canceled.The order will be prepared only after receipt of your transfer. If you are unable to pay by credit card, or bank transfer, contact our Customer Service by consulting the "Contact Us" section.

Question 13

What are the delivery times for my order?

Accepted Answer

We process packages from Monday to Friday.The preparation of your order is carried out in 2 to 3 business days. Delivery times are those of our partner (Colissimo). Usually these do not exceed 5 days (for mainland France) for home deliveries.For deliveries to a pick-up point (mainland France and Belgium only), the indicative delivery times for a selected merchant are 48 hours (2 working days for delivery in metropolitan France, including Corsica). Attention: at certain times, such as at the end of the years, our processing times may be longer due to the large number of packages to be processed.

Question 14

When can I benefit from free shipping?

Accepted Answer

The cost of shipping is included for purchases of over 70€ for metropolitan France; over 150€ for the European Union.

Question 15

Can I track the delivery of my package?

Accepted Answer

Within 24 hours after receiving your email confirmation of your order being shipped, you can track your package on the website colissimo.fr.To track the delivery of your package, go to "My Account" / "My Orders" and select your order. Click the colissimo number, then on the link www.coliposte.net.If delivery is to a pick-up point, as soon as your package is available at your pick-up, you will be notified by e-mail or SMS, after which you then have 10 days to collect your parcel.Consider giving us your mobile number to receive a text message.

Question 16

What is the deadline to make a claim on my delivery order?

Accepted Answer

If you need to make a claim, it must be made within 30 days by contacting our Customer Service by consulting the "Contact Us " section.Be sure to note that enquiries made at the pick up point regarding a problem receiving your package must be made within 30 days.

Question 17

Do I have to pay for return fees?

Accepted Answer

Yes, unless there has been an error on our part (manufacturing defect, error in the preparation of your order, labelling problem, etc...).We do not currently generate enough traffic to be able to negociate prices with carriers. In order to keep shipments and customer returns cost-effective, we have to leave this cost to the customer for the moment.Package returns are to be carried out at a post office.

Question 18

Can I exchange an item?

Accepted Answer

Yes, if this exchange is for the same item and if you live in mainland France. You can either change the size or the colourof your original purchase.You have a period of 14 days from receipt of your order to send your return item back to us. Outside France, exchanges are not possible, you must request a refund and place a new order on the site.

Question 19

I am not happy with an item or it doesn't suit me, can I get a refund?

Accepted Answer

You can return your items by directly mailing us, at the workshop.Return address:Arhippa Création30 impasse de Soleil Boeuf04400 ENCHASTRAYESFranceYou have a period of 14 days from receipt of your order to send your returned item back to us.

Question 20

How much time do I have to return my items?

Accepted Answer

You have a period of 14 days from receipt of your order to send your returned item back to us.

Question 21

How do I get a refund?

Accepted Answer

When returning merchandise or an incomplete order, repayment occurs automatically into your bank account. It is directly re-credited with the amount from the returned items through our secure payment partner SystemPay. The re-crediting is made within 2 to 5 days after the refund order. You will be sent confirmation of the refund by email.If you paid for your order by bank transfer, please enclose the original of your IBAN (not handwritten) to the return package.

Question 22

I can't find the answer to my question

Accepted Answer

Contact us by consulting the "Contact Us".

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Home > Questions

Questions fréquentes

Why can't I find an item?

I can't find the answer to my question

I would like some information about your products

How do I choose my size?

Can I cancel or change an order?

One size fit all, what sizes are covered by items that are one size fits all?

My order's status is "Cancelled"

My order's status is "Completed"

Can I cancel or change an order?

I can't find the answer to my question

Payment by credit card:

Payment by bank transfer:

What are the delivery times for my order?

When can I benefit from free shipping?

Can I track the delivery of my package?

What is the deadline to make a claim on my delivery order?

Do I have to pay for return fees?

Can I exchange an item?

I am not happy with an item or it doesn't suit me, can I get a refund?

How much time do I have to return my items?

How do I get a refund?

I can't find the answer to my question

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