ORDERING ON MYCHATELLES.COM
I have a login problem with my Chatelles account
You can reset your password by clicking on "Forgot password?". You will receive a new password via email. If the problem persists, please contact Customer Service at contact@mychatelles.com or at +33 1 42 22 20 46 (Monday-Friday 10am-5pm, Paris time).
I can't place my order, can I do it over the phone?
Yes, if you encounter any problems when placing your order, call Customer Service on +33 1 42 22 20 46 (Monday-Friday 10am-6pm, Paris time). This is a 100% secure procedure and Customer Service does not record any personal data.
How to take advantage of private offers or discounts?
Subscribe to our newsletter and follow Chatelles on Instagram and Facebook to stay informed about all our promotions and private offers.
I am not receiving your invitations and newsletters
Check your spam and different email tabs, and add contact@mychatelles.com to your address book. You can also re-subscribe via the website's footer, write to us at contact@mychatelles.com, or subscribe in-store at 94 rue du Bac 75007 Paris.
I'd like to offer a gift card
E-gift cards are available online. All gift vouchers are valid for 1 year. If the voucher amount exceeds the price of the chosen pair, the difference can be reused with the same code. If the voucher amount is lower, you must pay the price difference.
How do I use my gift card?
Enter the code in the "Discount code / gift voucher" box after finalizing your order, before proceeding to payment.
Are gift cards valid in store?
Yes, you can redeem your gift card when purchasing your pair in-store at 94 rue du Bac, Paris 75007.
OUR COLLECTIONS
Suggestions
For any suggestions for our next collections or other comments, you can contact us by email at contact@mychatelles.com, all your opinions count for us.
Should I resole my Chatelles?
There's no need to resole your Chatelles at the time of purchase, as our outsoles are made of recycled, 100% waterproof rubber! After some wear, it's certainly possible to have them resoled by your cobbler.
Chatelles Collections
Chatelles offers a permanent collection with different themes such as: Business is Business, Jungle Fever, Dance & Party, Spring Time, Cosy Time, Sport Chic, and a children's collection.
Chatelles introduces a new capsule collection each month, which are then supplemented by exclusive collaborations.
Our current collaborations are: Chatelles x F.R.S, Chatelles x Tartine de Chocolat, and Elisabeth Von Thurn Und Taxis x Chatelles.
Our capsule-collaboration collections are temporary, so models are limited.
Chatelles has also collaborated with major brands: Le Meurice, La Maison du Chocolat, Princesse Tam-Tam; these collaborations have ended, and the models are no longer for sale.
A product is out of stock, will it be back?
When a size is no longer available, select the desired pair, click on the sold-out size, and enter your email address to receive a notification when it's back in stock. As capsule collections and collaborations are temporary, a completely sold-out model will not always be restocked. Bestsellers are regularly restocked.
What are the different materials used for slippers?
Les Chatelles are made from a wide range of materials (suede, leather, canvas, fur, printed fabric...), you can get an overview here.
How to find your size?
Consult the size guide available on the website and on each product page. Each product offers personalized advice based on its shape and material. You can also try them on in-store at 94 Rue du Bac 75007 Paris (Monday-Saturday 11 am-7 pm) or call us at +33 1 42 22 20 46.
Are the pairs exchangeable and refundable?
Pairs can be exchanged or refunded within 100 days if new and unworn. Shoes embroidered with initials cannot be exchanged or refunded, nor can pairs sold in the Archives.
My shoes are a bit stiff, how can I soften them?
Several options: go to the shop to have them softened by the artisan in 2 days; wear them at home with socks for a few days; or take them to a cobbler.
Do my Chatelles stretch out?
Yes, slightly, because all the slippers have a natural leather inner lining that molds to the feet and becomes as comfortable as a slipper.
How to care for my Chatelles?
On each product sheet on the website, you will find specific care instructions at the bottom of the page depending on the material.
Do you make custom shoes (wedding or other)?
Yes! For all special requests, please email bespoke@mychatelles.com
DELIVERY
Chatelles Deliveries
Chatelles ships worldwide (no deliveries on weekends or public holidays), Monday to Friday from 8 AM to 6 PM.
Once the carrier takes charge of your package, you will receive a tracking link for your order. In case of a dispute with the carrier, we can assist you, but we do not control the carriers.
Towards France
Shipping costs are €19 (free for orders over €310) in mainland France, including Corsica and Monaco, with DHL.
To the rest of Europe
Shipping costs are €22 (free for orders over €310) within the EU (excluding the United Kingdom and Switzerland), with DHL.
To the rest of the world
Delivery charges from €29.90. Maximum delivery time of 7 to 10 days (a few extra days during sales periods). Embroidered pairs with initials are delivered within 6 to 8 weeks.
RETURNS, EXCHANGES, REFUNDS
Under what conditions can I make an exchange?
Shoes can be exchanged within 100 days if they are new and unworn. Shoes embroidered with initials cannot be exchanged. Return shipping costs are at your expense, but the second shipment is covered by Chatelles (limit two pairs).
Under what conditions can I get a refund?
Shoes are refundable within 100 days if they are new and unworn. Items purchased during sales or private sales can only be exchanged or credited (voucher valid for one year). Return shipping costs are at your expense. Embroidered shoes with initials are never refundable.
How do I make a return from France?
Return the shoes by post (at your expense) to:Chatelles – 94 Rue du Bac, 75007 Paris – +33 1 42 22 20 46. Please include the completed return form specifying exchange or refund.
How to make a return from Europe or the rest of the world?
Return by national postal service with tracking number, at your expense, to: Chatelles – 94 Rue du Bac, 75007 Paris, France. Avoid DHL, FedEx or UPS (very high fees). Do not declare a commercial value (or €15). Attach the completed return form.
Can I exchange a pair purchased online in-store?
Yes, at 94 Rue du Bac 75007 Paris (Monday-Saturday 11am-7pm), upon presentation of the pair and proof of purchase.
Where can I find my return form?
It is included in your Chatelles shoe box. If you do not have it, contact contact@mychatelles.com
PAYMENTS
How do I pay for my order?
By credit card, Visa, Maestro, MasterCard, American Express and PayPal. Orders can also be placed by telephone at +33 1 42 22 20 46 (Monday-Friday 10am-6pm), 100% secure process.
MISCELLANEOUS
How do you change the tassels?
Contact contact@mychatelles.com to receive a payment link (€18 per pair). In Paris, visit the shop to purchase a new pair (€18) — exchange is free on site.
I have a store and would like to distribute your products.
Please contact contact@mychatelles.com to schedule an appointment.
Join Chatelles
Send your CV and cover letter to joinus@mychatelles.com
Press & Partnerships
You can contact us by email at contact@mychatelles.com; we will respond as soon as possible.
Chatelles Customer Service
You can contact us at contact@mychatelles.com. We will get back to you as soon as possible. All your comments, criticisms and suggestions are welcome!
We take them very seriously.
Is the love story of François, the creator of Chatelles, true?
Yes! The story is true! You can (re)read it here.