Help

1. NAVIGATION HELP

I am searching for a particular item

The surest way to find a particular item that you have spotted is to check the model name of the item (e.g., Blue Polo shirt, Black jeans, etc.) or its reference number (e.g.: TSH14RIDE), which can be found at the end of the description on the product page.

This name is indicated on the label of the item in the store, and is visible under each product image in the online store.

If you are looking for an item that you have seen in the media, it will definitely be displayed on one of the first lines of its category. You can also search for an item by typing its name into the website search engine.

I want to refine my search without searching for a particular item

If you only want to see blue jumpers displayed, then this is of course possible!
Under each category heading, there are filters on the horizontal bar located on the left of the page.
You can restrict the items displayed to those in your size or with a specific colour, for example, and thus sort them as you so desire! 

I want to see the whole store / modify my search

Have you undertaken a search but now want to change its criteria?
Uncheck the criteria that you no longer want to appear and/or check what you now want.
To see the entire category (all jumpers, all the chairs), click “Delete all”, which will allow you to cancel your current search. 

I cannot find an item on the website

The website catalogue shows a selection of product offerings that can be found in Izac stores.
Despite searching by reference number or filter, are you still unable to find the item you are looking for?
Contact our customer service team, describing the target of your search as precisely as possible. We will get back to you as soon as possible.

2. HELP WITH PLACING THE 1ST ORDER

How can I use the promotional codes?

There is a “promotional code” space located at the bottom of your shopping basket.
If you have one of these codes, enter it in the box to automatically receive the benefits due to you (e.g., reduced delivery charges, discount on your order etc.).

Do you deliver outside of France?

We deliver to nearly 22 destinations across Europe. You will find a list of these destinations in the table below:

COUNTRIES
 Germany, Austria
 Belgium, Bulgaria
 Denmark
 Spain, Estonia
 Finland
 Géorgia, Greece
 Latvia, Lituania, Luxembourg
 Malta
 The Netherlands, Poland, Portugal
Czech Republic, Romania, United Kingdom
 Slovakia, Slovenia, Sweden


 Metropolitan France, Corsica and Monaco : 

Delivery is carried out using the Chronopost 24-hour services (€ 6.90) for metropolitan France, Corsica and Monaco, or Chronopost International in 2-5 days (from € 13) for all countries except Saint Martin, Georgia and French Polynesia.

 

 Rate
In-store delivery Delivery to pick-up location Chronopost 24-hr delivery
0 € - 13 €



International

Delivery is carried out using Chronopost International services (3 to 8 days).



CountryRate
  Germany, Belgium, Luxembourg, the Netherlands  13 €
 Spain, Italy, United Kingdom  16 €
 Austria, Denmark, Ireland, Portugal  17 €
 Finland, Faroe Islands, Sweden  21 €
 Greece, Hungary, Poland, Czech Republic, Slovakia, Slovenia  24 €
 Bulgaria, Cyprus, Estonia, Latvia, Lithuania, Malta, Romania  24 €


 
What are the delivery times?  

Orders are prepared and dispatched within 24 hours. According to their availability, some items can be sent separately. The following delivery times are indicative and depend on the day and time of your order as well as the selected carrier.

We are committed to complying with a maximum delivery date that you are informed of during validation and on your order confirmation.

CountryTime
 Metropolitan France, Corsica, Monaco  1 to 5 days
 Other destination  3 to 8 days


For more information about delivery times, please contact our customer service team by email at eshop@izac.fr or by telephone on +33 (0)1 77 35 14 72, Monday to Friday, from 9 a.m. to 1 p.m. and from 2 p.m. to 6 p.m. (time zone: GMT +1 hour; except public holidays in France).

What happens if I am not home at the time of delivery?

In the event that the order’s recipient is not there, your order will be delivered to the postal contact point indicated on the delivery notice left in your mailbox. Your package will be kept at the postal contact point for a period of 15 calendar days following the day of receipt of the delivery notice. Once this period has passed, the package will be returned to us.

In the event that the missing of the deadline is attributable to you (e.g., the delivery address you provided was incorrect, or you are not go to pick up the package within the 15-day period), the costs for reshipping the package will be your responsibility.

What are the accepted methods of payment?

 We accept payment by credit card: Carte Bleue, Visa, Mastercard and American Express.

We also accept payment by PayPal.

Payment by postal order, bank cheque, bank transfer or administrative mandate is not accepted. The ELECTRON cards from VISA and the MAESTRO cards from MASTERCARD are not accepted for online payment on our website.

Are the payments secure?

Yes, payments are 100% secure. Transactions that take place on www.izac.fr are secured using the payment solution of our partner Sogenactif.

All information exchanged in order to process a payment is encrypted using SSL. These data cannot be detected, intercepted or used by third parties. Nor are they stored on our IT systems.

When you are asked to enter your credit card number, you can check that you are in a secure zone using your browser. These zones can be identified by the address, which begins with “https” and includes “paiement.sogenactif.com”, as well as a closed padlock or a key at the bottom of your browser.

For your security, Sogenactif verifies that the connection with your browser is secure before sending your financial data. Sogenactif is a technical service provider, and accepts no responsibility for disputes arising in relation to the orders. These should be settled directly with your bank or with www.izac.fr.

Are my banking details saved?

No banking information of any kind is stored on our website. Your banking details are entered directly into the secure server of our technical and financial partner, Sogenactif. The banking information that you provide, which is encrypted on your own computer, will never circulate in unencrypted form on the Internet.

3. ORDERS

Is there a minimum amount for an order?

 No, we do not set minimum orders. 

How is an order placed?

There are several steps involved in placing an order:

Step 1: Add items to your shopping basket

Each item is displayed on a product page detailing its features (photos, zoom, composition, etc.). This page can be found by browsing the various sections of the online catalogue.

To add an item to your basket, go to its page. Then select the size and/or colour you desire. Click on “Add to my basket”. The basket is located at the top right of the screen and informs you that it has registered the item you have added by indicating the number of items it contains.

You can then decide to complete your order or continue shopping online.

Step 2: Validate your basket

To complete your order, you must first validate your basket.

As long as your basket is not empty, a mini-menu will open that summarises all your additions to it. Click on “Order” to access the summary page for your order. You then have the option of changing the size and quantity of the items you have selected.

By default, the delivery costs are indicated for shipping within France. You have the option of changing the country of delivery, thus altering the estimated fees to be charged.

If you have one of our promotional codes, please enter it in the specified field to ensure that you receive your perk.

The total amount of VAT due on the products and the delivery fees is also specified. Click on the “Order" button to save your basket and to continue with your order.

Step 3: Enter the requested delivery and billing information

You can now access a form on which to enter your delivery and billing information.

If you have previously placed an order on www.izac.fr, you will already have a customer account. Sign in using your email address and password. This way, you will not have to re-enter your delivery and billing information. Nonetheless, you will also the option to enter new information if so required.

Fields marked with an asterisk (*) are required fields.

This first form is primarily for your delivery details. Fill in these fields accurately, as they will be used by your selected carrier to ship your order to you. If you want the delivery to be made to a company, do not forget to enter the company name in the "Company” field.

By default, your billing information will be the same as that for the delivery, however, you have the option of choosing a different billing address. Check the option. A new form will open that you must then complete.

You will then be asked to enter your email address and password. This information will be useful, enabling you to receive your order confirmation email and to access your order tracking information from your customer account.

Your delivery costs will be calculated based on the country that you entered with your delivery details. Next to this field, an estimate of the latest possible date that you will receive your order is shown. Verify your information and click on the “Validate" button to continue with your order.

Step 4: Choice of options and payment method, order summary

A screen will now open enabling you to select various options for receiving our newsletter. You can always change these options by accessing your customer account.

Then, select the payment method that you will use to pay for your order.

More information on the accepted payment methods.

Check all of the information about your order using the order summary located at the top of your screen. You can change the contents of your basket at any time, as well as your delivery and billing information.

After validating your information, you will then be redirected to the secure payment screen of our payment partner, Ogone

Step 5: Secure payment

The secure payment screen of our partner, Sogenactif, will then open.

Fields are available for you to enter your credit card number, the expiry date and the 3-digit security code that is on the back of your card. If using an American Express card, 4 digits will be required.

Once your payment is accepted, you will be redirected to an order confirmation screen on our website.

If your payment is not accepted, you will have up to three attempts to re-enter your bank details. After the third refusal, you will be redirected to our website, where a screen will inform you of the payment refusal. Contact our customer service team to find out the reasons for such and so that we might together find a solution, in order to complete your order.

 Step 6: Dispatching your order

Within a few minutes of your payment being accepted, you will receive a confirmation email for your order. Save this email. It contains the details of your order, your delivery and billing information, the estimated delivery date as well as the amount that you paid online.

Your bill will be issued once your order has been prepared by our fulfilment centre. Once this preparation is complete, you will receive a new email informing you that your order has been dispatched for delivery. You can then download your bill in PDF format by clicking on the link provided in the email, which will redirect you to your customer account.

 Has my order been successfully placed?

On acceptance of your payment, you will be redirected to an order confirmation page on our website. Within a few minutes, you will also receive a confirmation email with a summary of the details of your order.

If you have not received this email, please contact our customer service team, indicating the time and date of the order as well as the amount paid for the order.

We will then confirm if the order has been successfully placed or inform you of what needs to be done to validate it.

I cannot add any products into my basket.

JavaScript is used to ensure that our website functions properly. Check that you have enabled JavaScript in your browser. (Internet Explorer, Firefox, Safari).

If the problem persists, make sure that your firewall or other security software packages are not blocking access to our website. In certain cases, it may be necessary to disable this security setting to access it.

Can I buy a product that is no longer available?

We only sell products that are in stock. Once a product is listed as unavailable, it does not mean that it is sold out, but rather that it is temporarily out of stock.

Contact our customer service team to find out where to buy this item, be it in store or on our website after a certain time period has passed. We will take your contact details in order to inform you as soon as the product is again available.

If the product that you want is no longer available in the colour or size of your choice, you can sign up for an alert for when it is back in stock. To do this, click on “Item unavailable?” which is close to the size selector, and enter your email address in order to receive an alert when the item you are looking for is again available.

 

I still have not received my order, is this normal? 

Firstly, check that your order has been successfully placed: following the acceptance of your payment, you should have received an order confirmation email.

An email will then have been sent to notify you of your order being dispatched. If, after 5 working days, you have not received it and no delivery notice has been put into your mailbox, contact our Customer Service team.

 

I want to order large quantities, what should I do?

You can contact Izac’s sales department at the following address: eshop@izac.fr

 

Can I change or cancel my order?

To ensure timely delivery, we prepare and dispatch your order within hours of your basket being validated. As such, it is unfortunately impossible to change your order once it has been validated.

4. PRODUCTS

Do the prices listed include all relevant taxes?

Yes, the prices of the items are listed inclusive of tax (the VAT applicable in France). You will thus not have any tax surcharges to pay for deliveries in France. For orders outside France, once the exported package arrives at its destination, it is incumbent upon the recipient to pay any taxes or customs duties that apply in the destination country. The details of the taxes that charged on your order will specified in your basket, in your order confirmation and your bill.

Is there a size guide?

Yes, you can consult it here. If you are still in doubt, please don’t hesitate to contact our Customer Service team.

 I want to be informed about any new releases in Izac’s online store

 Izac regularly adds new items to the catalogue available in the online store. These new releases are accessible using the side navigation tab “New releases". To be sure that you are always notified of any new releases, please subscribe to our newsletter.


5. DELIVERY

For any order equal to or greater than €150, and for all orders delivered in store, delivery by Chronopost is free of charge using the code PH15.

 The delivery time for a product corresponds to the order preparation time plus the time required for the delivery by the carrier, in accordance with the transport method chosen by the Customer.

IZAC cannot be held responsible for delivery delays that are attributable either to the Customer or to an unforeseeable and insurmountable issue with a third party to the contract, or due to a case of force majeure.

All items on display are in stock. 


CHRONOPOST

Delivery is carried out using the Chronopost 24-hour services (€ 6.90) for metropolitan France, Corsica and Monaco, or Chronopost International in 2-5 days (from € 13) for all countries except Saint Martin, Georgia and French Polynesia.

 

IN-STORE DELIVERY



This feature will soon be available on the website.

IZAC is pleased to provide in-store delivery free of charge no matter what the weight of your order is. We guarantee delivery to the store of your choice within 72 hours of your package being dispatched from our warehouse.

 

DELIVERY TO PICK-UP LOCATION

 

This feature will soon be available on the website.

Do you deliver outside of France?

We deliver to nearly 22 destinations across Europe. You will find a list of these destinations in the table below:

 

COUNTRIES
 Germany, Austria
 Belgium, Bulgaria
 Denmark
 Spain, Estonia
 Finland
 Georgia, Greece
 Latvia, Lithuania, Luxembourg
 Malta
 The Netherlands, Poland, Portugal
 Czech Republic, Romania, United Kingdom
 Slovakia, Slovenia, Sweden


Metropolitan France, Corsica and Monaco :

Delivery is performed using Chronopost services (express delivery in 1 to 2 days) for metropolitan France.

 

Rate
In-store delivery Delivery to pick-up location

Chronopost 24-hr delivery

0 € - 6,90 €

 

International

Delivery is performed using Chronopost International services (3 to 8 days).



CountryRate
 Germany, Belgium, Luxembourg, the Netherlands  13 €
 Spain, Italy, United Kingdom  16 €
 Austria, Denmark, Ireland, Portugal  17 €
 Finland, Faroe Islands, Sweden  21 €
 Greece, Hungary, Poland, Czech Republic, Slovakia, Slovenia  24 €
 Bulgaria, Cyprus, Estonia, Latvia, Lithuania, Malta, Romania  24 €


 

What are the delivery times?

 

For every order placed before 8 a.m., Monday through Friday, your package will be dispatched on the same day. If you order after 8 a.m., your order will be dispatched on the next working day. The following delivery times are indicative and depend on the day and time of your order as well as the selected carrier. 

We are committed to complying with a maximum delivery date that you are informed of during validation and on your order confirmation.

CountryTime
 Metropolitan France, Corsica, Monaco  1 to 5 days
 Other destination  3 to 8 days



For more information about delivery times, please contact our customer service team by email at eshop@izac.fr or by telephone on +33 (0)1 77 35 14 72, Monday to Friday, from 9 a.m. to 1 p.m. and from 2 p.m. to 6 p.m. (time zone: GMT +1 hour; except public holidays in France).

  

What happens if I am not home at the time of delivery?

In the event that the order’s recipient is not there, your order will be delivered to the postal contact point indicated on the delivery notice left in your mailbox. Your package will be kept at the postal contact point for a period of 15 calendar days following the day of receipt of the delivery notice. Once this period has passed, the package will be returned to us.

In the event that the missing of the deadline is attributable to you (e.g., the delivery address you provided was incorrect, or you are not go to pick up the package within the 15-day period), the costs for reshipping the package will be your responsibility.

 

Or do I collect my package? 

For any order placed on the website, you will receive an email reminding you of the delivery address that you provided to us. In case you are absent at the time of delivery, the carrier will leave a delivery notice informing you as to where you can collect your package.

 

Can I change the delivery address/content of the delivery?

Once the order has been validated, it is unfortunately no longer possible for you to make any changes. In fact, to ensure timely delivery, we prepare and dispatch your order within hours of your basket being validated. However, it is possible to change your default address for future orders in the contact details section of your customer account.

6. RETURNS

How do I return an item? 

As of the date of receipt of your package, you have 15 days in which to change your mind (except during sales promotions, where you have 8 working days). 

Return shipping is to be done solely by post to our fulfilment centre in Sars les Rosières (full address on your returns form).

The return shipping costs are your responsibility but the delivery costs will be reimbursed in full when all the items comprising the order are returned.

Items must be returned in their original packaging, with their labels and any possible accessories, in perfect condition for resale. In no case should the items have been worn, washed or damaged.

You must attach to your returns form to your package, which can be completed and printed through your Customer Account/My Orders.

The refund is done within a maximum period of 30 working days following receipt of your returns, via bank credit.

Have you received my returns?

 

We will send you an email as soon as we receive the returns at our warehouse. In the event that you have not received an email confirming receipt within 10 days of sending them back, please contact our customer service team and we will get back to you as soon as possible. We recommend that you include the reference number for your package in your message.

 

What should I do if my package is damaged upon delivery?

Upon receipt of the package, if you believe that the packaging shows some signs of damage, you have the option to:

- Either refuse the package, which will then be returned directly to the shipper,

- Or request that it be made available via your post office so that you can open it in the presence of an authorised officer.

If your package has been accepted by a third party, you can still fill out the Post Office contact form; a customer adviser will review your request and you will be responded to within 2 working days. In all cases, you should not accept the package if you have any reservations.

My item is defective

Izac places the greatest of importance on to the quality of its products. If, however, despite all the quality checks performed, you notice a defect, please report this problem to us so that we can issue you with either a replacement item or a refund. We ask you to comply with the returns process and to clearly inform us of the reason for the return. In the event that the defect is attributable to us, you will have the option of exchanging your item (subject to availability) or of getting a refund. The shipping and return shipping costs will be at our expense.

7. PAYMENT

What are the accepted methods of payment?

 We accept payment by credit card: Carte Bleue, Visa, Mastercard and American Express.

 We also accept payment by PayPal.

 Payment by postal order, bank cheque, bank transfer or administrative mandate is not accepted.

 The ELECTRON cards from VISA and the MAESTRO cards from MASTERCARD are not accepted for online payment on our website.

 

Is the payment secure?

 Yes, payments are 100% secure. Transactions that take place on www.izac.fr are secured using the payment solution of our partner Sogenactif.

 All information exchanged in order to process a payment is encrypted using SSL. These data cannot be detected, intercepted or used by third parties. Nor are they stored on our IT systems.

 When you are asked to enter your credit card number, you can check that you are in a secure zone using your browser. These zones can be identified by the address, which begins with “https” and includes “paiement.sogenactif.com”, as well as a closed padlock or a key icon at the bottom of your browser.

 For your security, Sogenactif verifies that the connection with your browser is secure before sending your financial data. Sogenactif is a technical service provider, and accepts no responsibility for disputes arising in relation to the orders. These should be settled directly with your bank or with www.izac.fr.

 

Are my banking details saved?

 No banking information of any kind is stored on our website. Your banking details are entered directly into the secure server of our technical and financial partner, Ogone. The banking information that you provide, which is encrypted on your own computer, will never circulate in unencrypted form on the Internet.

 

Why has my payment been refused?

 You have up to three attempts to pay for your order. If none of these attempts is successful, your payment will be declined and you will be redirected to a page on our website stating that your payment has been refused. Your payment may have been refused for various reasons: an error may have been made when entering your bank details, the amount of the order may exceed your financial limits, etc.

 Contact our customer service team to find out the reasons for such and so that we might together find a solution, in order to complete your order. We remind you that the ELECTRON cards from VISA and the MAESTRO cards from MASTERCARD are not accepted for online payment on our website.

 I paid by credit card but I have not received a confirmation email?

 If the credit card payment was successful but you have not received an order confirmation email within 5 minutes, please contact our customer service team immediately.

 The banking verification process can sometimes take a little longer, and may need to be validated manually.

8. MY CUSTOMER ACCOUNT

To log in to your account, simply go into the “My customer account” via the tab in the upper navigation bar. Your email and password will be requested on the login page. The password will be the one you specified in your order form.

 

I have forgotten my password

 If you have forgotten your password, click on the link below to go to the form for forgotten passwords. An email will be sent to your address with your new password.

 Forgotten password.

 

I want to change my personal details

In accordance with the provisions of the "Informatique et Libertés" (“Information Technology and Civil Liberties”) Act of 6 January 1978, you have the right to access, modify, correct and delete your personal data. This website has been registered with the Commission Nationale de l’Informatique et des Libertés (CNIL; “French Data Protection Authority”), under the number 1799476 v 0.

 From your customer account, you can change your personal details and modify your choices in relation to receiving our newsletter. You can also exercise these rights by sending us a letter to the following address or by email:

IZAC Service E-Shop
6 avenue d'Eylau
75116 PARIS

 

I want to track my order. 

 By accessing the orders section of your customer account, you can track the preparation of your order.

 

How can I print my bill?

 Once your order has been dispatched, you can download your bill in PDF format and print it.

 

How do I subscribe to the newsletter?

To subscribe to the newsletter, go to the top or bottom of any of the website’s pages. You just have to enter your email address and then validate it. Alternatively, in your customer account (“My customer account”), select the "My subscriptions" tab. On this page, you can subscribe to the newsletter as well as to the new release alerts.

 

How can I change my subscription to the new release alerts?

To change your subscription to the new releases alerts, two options are available to you. You can click on the “Change my subscription" link in your latest email or go directly via the “My subscriptions” tab in your customer account. Check the categories for which you want to receive the new release alerts and uncheck those for which you no longer wish to receive notifications. Don’t forget to validate it!

 

I cannot view the new release alert / newsletter

You can always view the message by clicking on the link “If you cannot see this message, click here”. If you want to read our newsletter as a conventional email, then you should be aware that this problem may be due to the configuration of your email client. You may need to authorise the display or the downloading of images that originate from Izac when opening the message. In case of difficulty, please contact us to let us know your settings.

 

I no longer wish to receive the new release alerts / newsletter

 To unsubscribe from the new release alerts and/or newsletter, you can click on the “Unsubscribe” link at the bottom of your latest email. Another option includes going via the "My subscriptions" tab in your customer account. You just have to uncheck the "I want to subscribe to..." boxes and save your changes.

9. PROTECTION OF PERSONAL DATA

For visitors and customers of our website, we are committed to ensuring the strict confidentiality of the personal information that you provide to us.

Our policy in relation to the use of cookies

In order to process your order, we must be permitted to have your customer profile and the details of the products that you are buying made known to us. To do this, we install small programs called cookies on your computer.

These cookies save the time of your visit, your identity (known through your email and password) and the contents of your basket. Once you have left our website, this information is stored for 30 days, after which it is permanently deleted from our website.

Protection of personal data 

As a commercial site, we collect certain information that is necessary for processing orders. All this information is processed with the utmost confidentiality.

In accordance with the provisions of the "Informatique et Libertés" (“Information Technology and Civil Liberties”) Act of 6 January 1978, you have the right to access, modify, correct and delete your personal data. This website has been registered with the Commission Nationale de l’Informatique et des Libertés (CNIL; “French Data Protection Authority”), under the number 1799476 v 0.

 You can exercise this right by sending us a letter to the following address or by email:

IZAC Service E-Shop
6 Avenue d'Eylau
75116 Paris 

Email: eshop@izac.fr

You can also modify your personal information from your customer account by logging in using your email and password.

10. IN-STORE EXCHANGE

You can only exchange your IZAC item for a different size in one of our IZAC stores. You have 30 days within which to go to a store together with your bill and your e-commerce delivery notice that came with your package.

Items must be returned in their original packaging, with their labels intact and in perfect condition for resale (unworn, unwashed, undamaged and unsoiled).

You can contact our customer service team by telephone on +33 (0)1 77 35 14 72, Monday to Friday, from 9 a.m. to 1 p.m. and from 2 p.m. to 6 p.m., to find our about the available sizes in the store of your choice. No refund or store credit will be issued for any purchase made on www.izac.fr 

11. E-RESERVATION

Find your favourite item in one of our IZAC stores!

 Choose e-reservation and have your item put aside for you in the store of your choice in just a few clicks!

1-     Reserve your item in the store of your choice from its product page on www.izac.fr.

2-     In less than 3 hours, you will receive a reservation confirmation. Your item has then been put aside for you!

3-     From the receipt of this confirmation, you have 3 days in which to come and buy your item in the store.

The e-reservation service is likely to be modified or suspended during the end of season sales. For more information, please contact our customer service team on +33 (0)1 77 35 14 72.

12. IZAC GIFT CARD

LET THEM CHOOSE!

Perfect for every occasion, the IZAC gift card can be used wholly or partially in our IZAC stores and on www.izac.fr (excluding franchise stores).

The IZAC gift card cannot be returned, exchanged or refunded. Your gift card is valid for one year from date of purchase and can be used up to a maximum of 3 times. Its balance, which can be used for subsequent purchases, can be viewed at any time at the tills in the IZAC stores.

 If the amount available on your card is not sufficient to pay for the whole of your purchase, you can use other means of payment to complete the purchase.

 In case of loss, theft or expiry, the card cannot be exchanged or refunded.

 The IZAC gift card will soon be available on the website.