How do I place an order on the IZAC.FR website ?
To place an order, visit our online store. Once you have selected the item and size, here are the steps:
- Add to cart: Choose your items (size/color) and add them to your cart. The cart, located in the upper right corner of your screen, will inform you that it has registered your addition by showing you the number of items it contains.
- Confirm your basket: check or modify the items, then click on "payment".
- To proceed with the purchase: enter or confirm your delivery and billing details, then continue to payment.
- Payment: Choose your payment method (credit card, Alma or PayPal) then click on the “Confirm payment” button.
- Card payment: you are redirected to the bank's secure platform, then receive a confirmation email.
- Shipping: After payment is validated, a confirmation email will be sent to you summarizing the details, address, estimated delivery date and amount paid.
How can I know if my order has been successfully validated?
Once you have placed your order, you will receive a confirmation email containing your order number and a summary of your shopping cart.
You can also find the details of your order in your My Customer Area > Orders.
If you haven't received your confirmation email, first check your spam folder. If you still can't find the confirmation email, please contact our customer service department at the following address: serviceclient@izac.fr
Is it possible to cancel, combine, or modify my order?
Currently, it is not possible to cancel or modify your order. Combining two orders is also not possible. Once payment is confirmed, your order is sent to our warehouse for preparation and shipment to you as quickly as possible.
We invite you to contact Customer Service (serviceclient@izac.fr) to find a suitable solution depending on the status of your package.
I have a problem with my order?
If your package is damaged, or if an item is missing or damaged, please contact our customer service (serviceclient@izac.fr) upon receipt, specifying your order number and attaching photos of the package and/or the items concerned.
Where can I track the status of my order?
Once your order has been placed and confirmed, you can check the status of your order in several ways.
You can track your order status in your customer account under the “Orders” section. Alternatively, after payment and order confirmation, you should have received a confirmation email containing a tracking number, which will allow you to follow the delivery of your package.
My discount code isn't working, what should I do?
Your discount code will be sent by email to the address associated with your customer account. If you can't find it or haven't received it, please contact us and we will send it to you.
Here are the steps to use your discount code:
1/ Copy the code received by email.
2/ Add the item of your choice to your cart.
3/ On the payment page, enter your code in the "Discount Code" box.
4/ Paste the code and then click on "Validate".
The value of your coupon will be automatically deducted from your cart.
For all orders or returns made outside of France (European Union or international), please consult the"International" section. There you will find all the necessary information regarding order tracking, the return procedure, delivery, etc.
What are the possible delivery methods, costs, and times?
In France :
- Home address (Metropolitan France, Corsica, Monaco)
Prices: Free with purchases of €70 or more, otherwise €4.99
Delivery time: 3 to 5 business days
- In store (Click and Collect)
Prices: Free
Delivery time: 2 to 4 business days
- Collection point (Mondial Relay)
Price: €2.99
Delivery time: 3 to 5 business days
Please note: This timeframe may be extended during periods of high activity and sales.
For delivery to a collection point :
You will be notified by email as soon as your parcel arrives. You will then have 5 days to collect it, either from a Locker or a Relay Point (including Sundays and public holidays), by presenting your identity document.
For in-store delivery via Click & Collect:
You will be notified by email as soon as the store receives your package. You will then have 15 days to collect it. Please remember to bring your ID.
How can I track the delivery of my parcel?
When your order is shipped, you will receive a confirmation email containing your tracking number and a tracking link. You can also find this tracking number directly in the "Orders" section of your customer account.
What if I am not present at the time of delivery?
If you are unable to be present for delivery and your parcel cannot be left in your mailbox, the carrier will leave a delivery notice. This notice will allow you to collect your parcel from the nearest post office or collection point.
Your parcel will be held at the postal contact point for 14 days, starting the day after the delivery notice was left. After this period, it will be returned to us.
For delivery to a collection point, the parcel will remain available for 5 working days before being returned.
If the delay is due to an error on your part (incorrect address or package not collected within the time limit), the reshipping costs will be borne by us.
I received a defective item, what should I do?
If the item received does not match your order or if a product is missing from your package, please contact us at: serviceclient@izac.fr , indicating your order number and attaching photos of the item received.
Are there any customs fees that apply to my order?
Delivery in France:
The prices on our website are inclusive of all taxes (VAT applicable in mainland France). Therefore, you will not have to pay any additional taxes for deliveries within mainland France.
For all orders or returns made outside of France (European Union or international), please consult the"International" section. There you will find all the necessary information regarding order tracking, the return procedure, delivery, etc
What payment methods are accepted?
We offer several payment methods for your online orders.
- Bank cards: Carte Bleue, Visa, Mastercard and American Express.
- PayPal
- Alma in several installments
Payments by postal check, bank check, wire transfer, or administrative order are not accepted. Visa Electron cards and Mastercard Maestro cards are not accepted for online payments on our website.
Is the payment secure?
Your payment is 100% secure.
Transactions made on izac.fr are secured by our partner's payment system via Shopify Payments and are fully secure. All payment data is encrypted and processed according to international security standards (PCI DSS), guaranteeing optimal protection of your banking information.
Why is my payment being refused?
You have up to 3 payment attempts to complete your order. If none of these attempts are successful, your payment will be declined and you will be redirected to a screen on our website informing you of the payment refusal.
- Your payment may have been declined for various reasons:
- You made a mistake when entering your PIN.
- You made a mistake entering your card's expiry date or security code (cryptogram).
- Your name and/or address do not match those registered with your bank.
- The order amount may exceed your financial reserves
Please contact your bank or credit institution if you require further information regarding a declined payment. If your bank does not provide a satisfactory explanation, please contact us at serviceclient@izac.fr .
We remind you that ELECTRON cards from the Visa network and MAESTRO cards from the MASTERCARD network are not accepted for online payment on our site.
What is 3x or 4x interest-free payment?
You have the option to pay with Alma. It's a secure payment solution that allows you to pay for your orders in installments.
Payment in installments is available for orders over €100.
Accepted cards are those issued in France, such as Visa, Mastercard, and American Express. Prepaid, virtual, and debit cards are not accepted.
This payment method is also available in store.
If you require further information, please visit the FAQ section of the Alma website: https://help.almapay.com/hc/fr/categories/360001414839-Consommateur or contact their support team: support@alma.eu
How do I pay with Alma?
Once you reach the payment page, select “Pay in installments with Alma”. You will then be redirected to a payment page where you will need to enter your bank details as for a standard payment.
Once payment has been made you will receive a summary email with the schedule of your due dates and then a reminder email 3 days before each due date.
Is paying in installments secure?
Alma automatically performs a 3D Secure verification to confirm that you are indeed the cardholder. Your bank then sends you a confirmation SMS or a push notification in your banking app to confirm that you initiated the transaction and that it is not fraudulent.
I would like a refund for my order, but I paid in installments with Alma. What should I do?
If you have ordered an item, we will refund the item and cancel the upcoming due dates.
How do I return an online purchase?
You have 30 days to make your return.
Conditions for making a return:
- Items must be returned in their original packaging, with their tags and any accessories, in perfect original condition. They must not have been worn, washed, damaged, or altered.
- Some of our items, due to their special characteristics, cannot be returned: underwear, perfume, gift boxes
Steps to make an online return:
- Go to our website, log in to your customer area, then go to “Orders”
- Select the relevant order and click on “Make a return”
- Select the order number in question and then follow the instructions.
- You will then have the choice between receiving an exchange, a credit note, or a refund.
- Then click on “Confirm my return”
Once you have made your choice, a return label will be sent to you by email.
Place the items to be returned in the box of your choice or reuse the delivery box. Affix the return label to the box and then place your return package inside within 30 days.
Who covers the return shipping costs?
For refunds, the return shipping costs are the responsibility of the buyer. When requesting a return, if you choose the refund option, €5.99 will be automatically deducted from your refund.
However, for an exchange or a credit note, return shipping costs are completely free.
How will I know if you received my reply?
We will send you an email as soon as we receive your return at our warehouse. If you do not receive an email confirmation within 10 days of sending your return, please contact customer service (serviceclient@izac.fr) and we will get back to you by email as soon as possible. We recommend including your package reference number in your message.
How does the refund process for an online purchase work?
The refund will be processed within 14 days of receiving the package. Once the return has been received, processed, and validated by our logistics department, the refund will be issued to the original payment method. A refund confirmation email will be sent to you.
Please note that if the card used for the purchase is about to expire, our customer service will ask for your bank details (RIB). The refund processing time may then be extended.
How do I exchange an online purchase?
- Go to our website, log in to your customer area, then go to “Orders”
- Select the relevant order and click on “Make a return”
- Select the items you wish to return and indicate the reason for your return.
- Choose “Make an exchange” (You can exchange your item for the item of your choice of the same value. If the item is more expensive, you will have to pay the difference; if the item is cheaper, the difference will then be credited as a credit note).
- Then click on “Confirm my return”
- Once you have made your choice, a free return label will be sent to you by email.
Once our logistics department has received your return, processed and validated the products to be exchanged, the new item will be shipped to you as a new order. A confirmation email will then be sent to you.
Please note: New sizes and/or requested items are not reserved. If one or more items are out of stock when the return is processed, an automatic refund will be issued to the original payment method. You will be notified by email.
Is it possible to exchange an item ordered online in store?
You can exchange your IZAC item from your online order for another product of equal or greater value in one of our stores, but only from the current collection. You have 30 days to visit the store, bringing your order confirmation and the item, which must be returned in its original packaging.
How do I return an item purchased in-store?
For all purchases made in store, returns must be made exclusively in store; returns by mail are not possible. You have 30 days to return your item to the store, along with your receipt. Items must be returned in their original condition: packaging and tags intact, unworn, unwashed, undamaged, and unaltered.
Some items cannot be returned for hygiene or specific reasons: underwear, perfumes and gift boxes.
For purchases made in-store, refunds are not offered. However, you can choose an exchange or receive a store credit.
For all orders or returns made outside of France (European Union or international), please consult the "International" section. There you will find all the necessary information regarding order tracking, the return procedure, delivery, etc.
ORDERS & DELIVERIES
Do you ship internationally ? If so, to which countries ?
Yes! For our international shipments, we collaborate with Global-E. Global-E is a recognized e-commerce partner that allows us to offer the best possible experience to our international customers.
Please use the country selection dropdown menu to view the list of available destinations and choose your desired country at the bottom of the page. Once you reach the payment process, you will see the local payment methods available, as well as the calculation of shipping costs, customs duties, taxes, and any other applicable fees.
Are duties and taxes included in the payment ?
Duties and taxes are calculated based on the items ordered, the shipping destination, and the purchase value. If they are charged at checkout, they will appear as a separate line item. If they are already included in the product price, this will be clearly indicated during checkout. In some countries, duties and taxes must be paid upon delivery; in this case, they will be the customer's responsibility. This information will be provided at checkout to ensure complete transparency before order confirmation.
How can I track the status of my order?
Once your order has been validated on our site, you will receive a confirmation email containing your tracking number and shipping information.
You can also view and track the status of your order via the Global-E portal by clicking right here.
For more information about Global-E
To learn more about Global-E's consumer privacy policy, click here.
You can also access Global-E support by clicking right here.
If you are experiencing a problem with the delivery of your order, please fill out the form available here.
RETURNS, EXCHANGES & REFUNDS
What is your return policy for international orders?
You have 30 days to make your return.
Conditions for making a return:
Items must be returned in their original packaging, with their tags and any accessories, in perfect original condition. They must not have been worn, washed, damaged, or altered.
Some of our items, due to their special characteristics, cannot be returned: underwear, perfume, gift boxes
Steps to make an online return from the European Union or internationally
Return portal:
- Go to our website, log in to your customer area, then go to “Orders”
- Select the relevant order and click on “Make a return”
- Select the order number in question and then follow the instructions.
- You will then have the choice between receiving an exchange, a credit note, or a refund.
- Then click on “Confirm my return”
- Once you have made your choice, a return label will be sent to you by email.
If you haven't created a customer account, you can access our returns portal by clicking right here and following the instructions.
Once your request has been validated, your return label will be sent to you by email.
Place the items to be returned in the box of your choice or reuse the delivery box. Affix the return label to the box and then place your return package inside within 30 days.
Who covers the return shipping costs?
Return shipping costs are the responsibility of the buyer. When you request a return, these costs will be deducted from your refund.
I have a problem with my package: what should I do?
If you are experiencing a problem with the delivery of your order, please fill out the form available here if you have any issues regarding the return or refund of your order, please fill out the form available here.
How do I create a customer account?
To create an IZAC customer account, simply go to the homepage of our website izac.fr and click on the icon located between the shopping cart and the location, in the top right corner of the screen. You will be prompted to create an account by entering your email address. You will then receive a six-digit code by email, and you can subsequently log in. Afterward, simply fill in the requested information.
Can I reset my password?
No password is required for your IZAC customer account: you will only be asked for a verification code. You will receive it automatically after entering your email address.
How do I subscribe to the newsletter?
To subscribe to our Newsletter and stay up-to-date with our news, you can go to the bottom of our website's homepage and enter your email address in the “Newsletter” section.
How do I unsubscribe from the newsletter?
To unsubscribe from the newsletter, simply click on the unsubscribe link located at the bottom of the newsletters you receive.
Your cancellation request will be processed within 24 to 48 hours.
How do I delete my customer account?
If you wish to delete your IZAC account, you can contact us at serviceclient@izac.fr.
I wish to change my personal details.
The information you provide to process your order is used solely for the purposes of our business relationship. In accordance with the French Data Protection Act of 6 January 1978, you have the right to access, rectify, modify, and delete your personal data. This website is registered with the French Data Protection Authority (CNIL).
From your customer area, you have the option to modify your personal details.
What are the IZAC points of sale?
Please find all our points of sale here
How can I tell if an item is available in store?
You can check in-store availability directly on our IZAC website. Go to the product page and, just below the "Add to cart" button, click on "Check store availability." Then select one or more sizes, tap on the desired size, and click on "Check availability." Finally, simply enter your location and click on "Locate." You will then get a complete list of stores that carry the item in the selected size.
How does the Click and Collect option work?
You have the option of having your order delivered via Click&Collect to the IZAC store of your choice.
After validating your basket, you will be redirected to the standard payment page, where you will need to select your delivery method. Choose "In-store pickup" and select your preferred IZAC store.
Once your package has been received by the store, you will be notified by email when it is available for collection. You will then have 15 days to pick it up. To do so, you will simply need to provide your first and last name, your order number, and a piece of identification.
Do you offer an in-store alteration service?
For all online and in-store purchases, alterations are available at our IZAC boutiques at your own expense. Please contact the boutique for pricing and turnaround times.
Our trousers are sold without hems to allow you a perfect fit tailored to your size and style.
I have a problem with an item purchased in store, who should I contact?
Please go directly to the store where you purchased the item. The best solution is to bring the item with you so the team can assist you. You can find all our store addresses right here
I have an e-gift card, how do I use it?
The e-gift card can be used in one or more installments.
Simply present it at the checkout when you visit the store, or enter the code provided when paying online.
You can use it on our website and in store. It is valid for one year from the date of dispatch to the recipient.
The e-gift card is neither exchangeable nor refundable. Items purchased with an e-gift card can be exchanged.
I want to return an item purchased with an e-gift card?
It is perfectly possible to return an item purchased with an e-gift card. Simply submit your return request right here . In this case, only exchanges are possible.
How do I use the birthday gift card?
The birthday gift card is worth €15 and is valid for one month on purchases of €50 or more, both in-store and online at izac.fr. This offer can be combined with other current promotions.
How do I choose my size?
You can consult our size guide here .
You can also find sizing advice on each product page by clicking on the "Find my size" tab. By entering your height, weight, and age, our partner Kleep will help you find your ideal size.
Do you offer an alteration service?
For all online and/or in-store purchases, take advantage of alterations at IZAC boutiques. Contact the boutique for turnaround times and prices.
Our city trousers are sold without hems for a perfect fit to your size and style