Frequently Asked Questions

Your cart will be saved between visits, but items will not be reserved. Therefore, some products may be out of stock on your next visit.

If you wish to delete your customer account, please submit a written request to customer service.

You can refer to our "Size guide". If you are unsure between two sizes, we recommend you choose the larger size.

If you purchased your shoes in-store, please return them to the store where you made your purchase. If the store confirms that it is indeed a manufacturing defect, they will exchange your pair and may contact us later.

If you purchased your pair of shoes on our site, contact our customer service who will tell you what to do.

If an item is missing from your package, we advise you to check the delivery slip included in the package and contact our customer service by telephone at +33 2 41 63 90 43 or by email at: contact@meduse.com

Check your “Spam” folder in your email inbox.

If you can't find the confirmation email, please contact us, we are here to help.

You have the option to cancel or modify an order when it has not yet been prepared by our warehouses.
Any changes to your order will be taken into account the same day provided you notify us by email to boutique@meduse.com before the scheduled shipping date of your order.

If you wish to delete your customer account, please submit a written request to customer service.

If you purchased your shoes in-store, please return them to the store where you made your purchase. If the store confirms that it is indeed a manufacturing defect, they will exchange your pair and may contact us later.

If you purchased your pair of shoes on our site, contact our customer service who will tell you what to do.

You have the option to cancel or modify an order when it has not yet been prepared by our warehouses.
Any changes to your order will be taken into account the same day provided you notify us by email to boutique@meduse.com before the scheduled shipping date of your order.

We accept payments by credit card, Apple Pay, PayPal.
Payments are completely secure with the 3D Secure system.

You can use the following bank cards: Visa, MasterCard, Eurocard MasterCard and American express.

The MEDUSE online store uses the secure 3D SECURE payment solution.
Thanks to this system, you can make your payments in complete security and you will recognize this security by the mention "Secure Payment" which appears on the payment page.

A payment error means that the bank transaction was not successful, for various reasons: insufficient funds, limit reached, connection problems, authentication failure (security code not received, security code entered too late, etc.)

Your order is then not validated and we invite you to try your payment again.

If the payment is still unsuccessful, do not hesitate to contact your bank.

If your bank account is debited, please do not hesitate to contact our customer service.

Your order will be processed and shipped within 48 hours. You will then need to allow for the delivery time of your package, which can take 2 to 5 days in France and, depending on the delivery zone you are requesting, for countries outside mainland France.

As soon as your order leaves our warehouse, you will receive an email confirming the shipment of your package with a tracking link that will allow you to track your package.

The tracking link for your package is also visible in your customer area, in the “Order History” section.

Click on the order in question, then on the tracking link, you will be able to check the progress of your package until its delivery.

We only offer refunds.

You have 15 days from receipt of your order to return it at your expense.

For that :

1. Ask for the return from your customer account
2. Put the items in the package before returning it.
3. Once we receive your package, we will refund you to the account used for payment, within a maximum of 15 days.

All returned products (shoes, original packaging, accessories, instructions, etc.) must be new, unused and in their original box, intact and without writing.

The Customer has 15 working days from the date of receipt of the goods to return any item(s) that do not suit them at their own expense.

Upon receipt of the package, Méduse will assess the condition of the returned merchandise. No returns will be accepted and no refunds will be issued if the returned products have been visibly used or damaged.

Here is the procedure to follow for the return of a defective product:

1. Contact us by email at contact@meduse.com within 15 days of receiving your order, by email or telephone to let us know that you have a defective product and send us a photo.
2. If we confirm that it is indeed a manufacturing defect, we will refund your pair.

Here is the procedure to follow to return your package to us:

1. Contact us by email at contact@meduse.com within 15 days of receiving your order.
2. Prepare your package along with the return slip that we will have sent to you.
3. Affix the label we sent to you to your package.
4. Drop off your package at the relay point or drop it in your mailbox after having done the necessary on the La Poste website.
5. Upon receipt of your package, according to your choice, we will reimburse you by bank transfer.