Frequently Asked Questions Méduse

 

Client account

Will my basket be saved if I come back at a later time?

Yes, your basket will be saved at all times.

 

I forgot my password, how can I log into my account?

If you forgot your password, you can reset it by clicking on “Forgot your password?”. You will receive an email shortly reminding you of your login details.

 

Products

Do your shoes size normally?

Which size should I choose? / How can I choose the right size?

We recommend ordering your usual shoe size.

If you are unsure of which shoe size to choose, you can refer back to our Size Guide.

To help you find the correct boot size, you can refer to our Size Guide to know the size of the calf circumference and the height of the shaft of each boot for each size.

My shoes are damaged, what should I do?

If you bought your pair of shoes in a store, we kindly ask you to return it to the store where you made your purchase. If the store confirms that this damage comes from a manufacturing defect, they will exchange your pair and notify us of the situation.

If you ordered your pair of shoes online, contact our customer service who will inform you of the procedure to follow.

 

My order

How can I modify or cancel my order?

You can modify or cancel your order if it has not yet been prepared by our warehouse.
Any changes to your order will be taken into account on the day, provided you notify us by email to
boutique@meduse.com before its scheduled shipment date.

 

Payment

What payment methods do you accept?

We only accept payments by credit card and via Paypal.
Payments are completely secure, using the 3D SECURE system.

 

Which bank cards do you accept?

We are happy to accept the following cards: Visa, MasterCard, Eurocard MasterCard.

 

Is the payment secure?

Our MEDUSE® online store uses the 3D SECURE payment solution.
This system ensures the complete security of your payment which will be identified with the mention “Secure Payment” on the payment page.

 

Delivery

How long will it take for me to receive my order?

Your order will be processed and shipped within 48 hours. After that, you can count 2 to 5 days for your parcel to reach you, depending on the zone of delivery in France or outside of France.

 

Returns and refunds

How long do I have to return a defective product? What is the procedure?

Here is the procedure to follow to return a defective product:
1/ Contact us by phone or email at contact@meduse.com within 30 days of receiving your order to notify us that you have received a defective product and send us a photo.
2/ If we can confirm that the defect comes from a manufacturing error, we can either refund you by bank transfer or exchange your pair, according to your choice.

There’s a mistake in my order, what should I do?

Here is the procedure to follow to return your package to us:
1/ Contact us by email at contact@meduse.com within 30 days of receiving your order.
2/ Prepare your package with the return slip that we will have sent you via email.
3/ Stick the So Colissimo label on your package.
4/ Drop off your package at your nearest parcel point or put it in your mailbox after having taken the necessary procedure on the La Poste website.
5/ Upon receipt of your package, according to your choice, we can either reimburse you by bank transfer or exchange your pair.

 

I received the correct pair but wish to exchange it for another size, what should I do? 

Here is the procedure to follow to return your package to us:
1/ Complete the return slip attached to your package.
2/ Send us back the pair you wish to exchange, at your expense.
3/ The exchange will take place once your package has been received, and we will cover the cost of returning the new pair.
For more information, please visit our general terms and conditions of sale page.