Frequently Asked Questions Méduse
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.
How do I delete my user account?
If you wish to delete your user account, please send a written request to customer services at email@example.com
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.
Where are our products made?
Méduse is a French brand of which 85% of the models are made in France in our Beaupréau factory. Our raw material supplier is located 20 km from our manufacturing plant. 15% of the models in our collection are made in Morocco by our historical partner in a responsible fashion, to remain at an affordable purchase price for the end consumer.
All shoes are made with the same French PVC, 100% recyclable and guaranteed phthalate-free. The origin of the products is indicated on all the soles of the boots and sandals. Our products meet the standards of the Innoshoe charter, which guarantees compliance with all safety checks during the production chain.
HB Group, the parent company of Méduse, is a one of the founding members of the INNOSHOE Charter.
The INNOSHOE Charter is a safety charter signed by shoe manufacturers, which guarantees reliable, harmless products to the consumer.
This charter aims to protect consumers; it represents the commitments made by its members, to do everything possible to ensure that the products they manufacture do not harm health, and are not dangerous to those who wear them. You can therefore wear your Méduse with complete peace of mind.
I pre-ordered an item, when will it ship?
Your order is awaiting to be back in stock, do not hesitate to check the product page for the expected shipping date. Once the product(s) are out of production, you will be notified by email the day your package is prepared and shipped.
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.
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 firstname.lastname@example.org before its scheduled shipment date.
I have just placed an order but I have not received a confirmation email, what should I do?
Check your "junk mail" folder. If you cannot find the confirmation email, do not hesitate to contact us, we are here to help you.
An item is missing from my order, what should I do?
If an item is missing from your package, we advise you to check the delivery note in the package and contact our customer service by telephone: 02 41 63 01 45 or by email at: email@example.com
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.
Why is my order in "payment error"?
The payment error means that the bank transaction has not been completed, for various reasons: insufficient funds, ceiling reached, connection problems, authentication failure (non-receipt of the security code, security code entered too late, etc.)
In the case your order is not validated, we invite you to retry your payment.
If, however, the payment is still unsuccessful, do not hesitate to contact your bank.
In the event of a debit from your bank account, do not hesitate to contact our customer service by telephone: 02 41 63 01 45 or by email at firstname.lastname@example.org
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.
How do I track my package?
As soon as your order leaves our warehouse, you will receive an email confirming the shipment of your package with a link that will allow you to track your package.
The tracking link for your package is also visible in your user account, under the section: “Order History”.
Click on the order concerned, then on the tracking link, and you will be able to consult the progress of your package until its delivery.
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 email@example.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 firstname.lastname@example.org 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.
What are the return conditions?
All returned products (shoes, original packaging, accessories, instructions, etc.) must be new, unused and in their original box intact and without writing. Upon receipt of the package, Méduse will judge the condition of the returned goods. No returns will be accepted and no exchanges or refunds will be made if the returned products have been visibly used or damaged.
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.
If you have not found the answer to your question, do not hesitate to write to us at email@example.com :)