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Frequently Asked Questions

Account :

How to create an account ?

It's easy ! To create your account, you must:

1. Click on "My account". You will then be redirected to an identification page
2. Enter your personal information on the "Create an account" page (e-mail address, password, etc.)
For your password to be valid, it must be at least 6 characters long.
3. Click on "Register" to complete the process and create your account.

You will then receive an account creation confirmation email. Your identification details will be required to log in and place an order securely on our e-shop. 

How to log in my account?

Already have an account ? Perfect ! To log into your account, you must:

1. Click on "My account". You will then be redirected to an identification page

2. Enter your e-mail address and password in the "Login" section.

3. Click on the "Login" button to access your account 

How to change my personal informations (password, delivery address, etc.) ?

If you want to modify your personal information, you must log into your account and click on "Modify".

You can then choose to:
- modify your contact details (e-mail address, password ...)

- modify your delivery and / or billing addresses 

What if my email address is already registered?

Is your e-mail address already known to our site? This means that you have already created an account with this address.

If you do not remember the associated password, you must click on "Forgot password", then enter your e-mail address. You will then instantly receive a link to reset your password by e-mail.
If you don't receive this email, check your spam folder.

If this does not work, please contact Customer Service directly on 01 84 21 01 14 (calls from landlines are free) or make a request at the following address: [email protected]. 

How do I find / change my password ?

Forgot your password ? Click on "Forgot password" when you are on the login page.

Enter your email address to receive a reset password email link.

If you simply want to change your password, all you have to do is go to the "Contact details" section when you are logged in to your account and click on "Change my password". Enter your old password then add a new password in the field provided. 

Newsletter :

How do I subscribe to your newsletters?

To keep up to date with the latest news from Un Jour Ailleurs, subscribe to our newsletter now!

Go to your "My Account" area. Now head to the "Newsletter" tab and check the Newsletter subscription box. 

How to unsubscribe from newsletters?

The easiest way to unsubscribe from newsletters is to go to your "My Account" area, then to the "Newsletter" tab, and uncheck the Newsletter subscription box.

You can also use the unsubscribe link located at the bottom of our newsletters.

This unsubscription has immediate effect. You will no longer receive any e-mails from us after this date. 

Pratical issues :

Can I cancel or modify an order?

Once your order has been validated, that is to say once you have received an email confirming your order, it is no longer possible to modify it. However, you have the option of calling our Customer Service on the day of your order to proceed with a cancellation. 

What does the item I am looking for not appear on the website www.unjourailleurs.com ?

In general, we offer the same products on the site as in our stores. However, if the product you are looking for has been very successful, it may not be available for sale online. 

How can I find the contact details of the nearest Un Jour Ailleurs boutique ?

On our site, you will find a section entitled Our stores, which will allow you to quickly and easily find the closest store to you. 

How to check the availability of an item?

Can't find the item you're looking for? When an item is temporarily unavailable on our e-shop, the product sheet is no longer visible on the site.

If an item is no longer available for certain sizes, these are greyed out and cannot be selected.

This means that we are out of stock. However, we invite you to come back to our site at a later date, as this break may be temporary.

Size Guide

Are you struggling to decide what size to choose ? To find the right sizes, we advise you to look at the size guide on each of our product sheets. 

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How can I find out the composition and the maintenance instructions for a given product?

You can consult the composition and maintenance of a product directly on its sheet.

Note that in the event that maintenance advice is not followed by customers, we will be unable to accept any requests for exchanges, credit or refunds.

If I have lost a button, can you get me a replacement?

Lost a button? Do not panic ! We can get you one as long as the stock is still available! To obtain a replacement, it is necessary to provide us with the relevant reference and the date of purchase.

You can request the missing part in one of our stores, or make an online request from our customer service team. 

Can I have items purchased on unjoursailleurs.com altered in a Un Jour Ailleurs boutique ?

Good news: you can have your items purchased on our website altered in store!
To do this, simply go to a Un Jour Ailleurs store with the invoice for your web order.
Good to know: the conditions of the Alteration Service are the same as for items purchased in store.
 

Payment :

What are the possible payment methods ?

We accept several payment methods on our website:

- Either Visa, MasterCard, American Express (including e-card), other credit cards. The card is debited as soon as the order is taken.
- Or by Paypal
 

Is online payment secure ?

Absolutely ! Our website is backed up by a security system. Our company has thus adopted the SSL encryption process in order to protect sensitive data related to means of payment as effectively as possible. 

 

When will my bank account debited ?

Your bank account will be debited as soon as the order is placed on our website 

Customer Service :

What if I haven't receive the confirmation email (registration, order, etc) ?

We invite you first to check your inbox, and the spam folder.

If you can't find the confirmation email, you can check if the order appears in your account.

If necessary, do not hesitate to contact our Customer Service on 01 84 21 01 14 (free call from a landline) or to request confirmation at the following address[email protected]

What do I do if i can't add an item to my cart ?

It is possible that the product you are trying to order is no longer available.

Check that this article is still visible on our website or that the size you desire is not listed in light grey.
If so, that means that size is no longer available, and you can't add it to your cart.

If the size is not greyed out, contact our Customer Service team on 01 84 21 01 14 

Is it possible to modify or cancel my order ?

Once your order has been validated, that is to say once you have received an email confirming your order, it is no longer possible to modify it.

Even so, you can call our Customer Service on 01 84 21 01 14 (free call from a landline) on the day of your order to proceed with a cancellation. 

Delivery and order tracking :

What happens if I am not present when my order is delivered ?

Don’t panic ! If you are absent when your order is delivered, the package will be kept for 2 weeks by the local post office.

After this period, if you have not come to pick up your order, it will be returned to our warehouses, the order will be cancelled and you will be refunded.

What are the delivery areas ?

Depending on your choice when ordering, we deliver:

- by Colissimo in the following countries: Metropolitan France, Belgium and Luxembourg 

What are your delivery methods ?

You can choose a delivery:

- by Colissimo: in mainland France, Belgium and Luxembourg. 

What are the delivery times ?

The maximum delivery time (including during promotional periods) is:

- 10 working days in France

- 14 working days internationally

What are your delivery charges ?

Delivery by Colissimo is € 8 in France and € 12 in Belgium and Luxembourg. Delivery is free from € 89. To find out about our prices, go to the "What are your delivery methods?" Section. 

How can I track the delivery of my package ?

As soon as our warehouse proceeds to ship your products, an e-mail will be sent to you communicating the tracking number so that you can check the delivery of your package.

In the event of shipment by Colissimo, the number of your package will be indicated and a link will be provided to the order tracking website.

You can also follow the progress of your order by logging into your account and heading to the "Orders and invoices" section.

What happens if my do not receive my package ?

If you have not received your package, do not hesitate to contact our Customer Service on 01 84 21 01 14 (free call from a landline) with your order number and your tracking number in order to initiate an investigation with the carrier.

 

Returns and exchanges :

What is the maximum return period ?

Do our products not meet your expectations? Your right of withdrawal can be exercised for a period of 14 days from delivery or an in-store collection of product (s) ordered on the site.

 

How can I be reimbursed for an item purchased on www.unjourailleurs.com ?

You have the option of requesting a refund for any item purchased on www.unjourailleurs.com, within 14 days of receipt: - free of charge in one of our UJA stores: Aix-en-Provence / Alençon / Angers / Angoulême / Annecy / Antibes / Besançon / Brest / Brive / Caen / Chalon / Chambéry / Cherbourg / Clermont-Ferrand / Colmar / Compiègne / Evreux / Grenoble / Haguenau / Menton / Le Mans / Paris Rue de Rennes / Paris Passy / Perpignan / Poitiers / Rennes / Paris St-Dominique / St Brieuc / St Raphaël / Toulouse / Tours / Valenciennes / Villefranche / Villeurbanne. Your credit card will be credited with the amount within 10 days or

- by returning the item concerned to us by La Poste. Here is the return address:  UJA Customer Service 110 bis avenue du Général Leclerc Bat 6 Level 1 93500 Pantin. In the case of a return by La Poste, the price of the returned product (s) as well as the delivery costs when ordering will be reimbursed.
Customers will still need to pay the cost of returning items to our warehouse.
However, if the return is linked to a non-conformity of the product (a defect in the product), the return costs will also then be reimbursed.

This refund will be made as soon as possible and no later than 14 days following the date of cancellation of the order.

How do I make an exchange ?

Nothing could be easier ! You have 7 days from receipt of the item (s) to exchange between different sizes or colours in one of our French stores.

Our products are not exchangeable at our outlets, affiliates and corners. 

Are the delivery costs reimbursed following a return ?

YES ! Delivery costs when ordering are reimbursed following a customer withdrawal or product non-conformity (i.e. a product with a defect). 

Are the return cost payable by me ?

In the case of a customer withdrawal, the costs of returning to our warehouse will not be reimbursed.

These costs are reimbursed only in the event of a product non-conformity (i.e. a product with a defect). 

in our shops (soon)

Free Delivery in our shops (soon)

freen in shops / see available shops in our selling agreement (CGV)

Deliveries & returns freen in shops / see available shops in our selling agreement (CGV)

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serviceclient@www.unjourailleurs.com

Need for help ? [email protected]