Frequently Asked Questions

Create your personal account on jmweston.com to enjoy our exclusive advantages:
- Receive invitations for exclusive sales and reductions
- Consult your orders and your purchase history

Click on “My Account” at the top right of your page on a computer, or in the menu on a mobile phone, then click on “Forgot your password?”.
After you have entered the e-mail address associated with your account, an e-mail will be sent to you enabling you to reset your password.

To make changes to your account, simply log in to your account then select the details you want to change by choosing from the options offered:
- Account Information: to change the e-mail address associated with your account and/or your password
- Address Book: to edit or delete stored addresses
To delete your account, please contact Customer Service by phone on +33 1 55 90 53 01 or by e-mail by clicking here.

To determine your J.M. Weston fit, please follow the measuring instructions available our product pages.
We will draw your attention to the special features of each J.M. Weston shoe style, which mean that each style fits differently.
To be sure of your exact J.M. Weston size, go to the page for the product you want, click on the “Size guide” button, then follow the measuring instructions.

If you need additional assistance, our Customer Service is available Monday to Friday, 10 a.m. to 7 p.m., to help you and answer your questions:
- To contact us by phone: +33 1 55 90 53 01
- To contact us by e-mail, please click here. 

The security of your personal data is important to us. To ensure optimal protection of your banking information, we use encryption technology providing a high level of security. In addition, we only use secure connections, as indicated by the “https” prefix and the padlock icon displayed in your browser’s address bar.

To secure credit card payments, you will be required to enter your card security code for each order. Your bank may also request additional authentication measures such as a one-time password, SMS code or another authentication method in order to approve the payment.

Depending on the selected delivery country, different payment methods may be available during checkout, including:

• CB
• Visa
• Master Card
• American Express 
• PayPal
• Apple Pay
• Google Pay
• as well as certain local payment solutions.

Available payment methods are displayed at checkout depending on your destination and selected currency.

If your payment has been refused, please contact your bank for help.

Once your order has been shipped and handed over to the carrier, you will receive a shipping confirmation email containing delivery information as well as a tracking link allowing you to follow your order directly on the carrier’s website.

Available shipping methods vary depending on the destination country and may include standard or express delivery.

Available shipping options, estimated delivery times and applicable shipping fees are displayed during checkout.

Available delivery destinations can be viewed directly via the country selector available on the Website and may evolve depending on logistical, regulatory or customs constraints.

If you need to change delivery-related information after placing an order, please contact us as quickly as possible. Delivery-related information, and in particular the delivery address, cannot be changed once the order has been shipped.

Our Customer Service is available Monday to Friday, 10 a.m. to 7 p.m., and Saturday, 10 a.m. to 5 p.m.:
- To contact us by phone: +33 1 55 90 53 01
- To contact us by e-mail, please click here.

Applicable return fees may vary depending on the delivery country. They are indicated during the return request process and, where applicable, deducted from the refunded amount.

To submit a return request, please log into your customer account and access the “My Orders” section. Select the relevant order and click on “Request a Return”.

Follow the indicated steps in order to obtain the return documents or labels available for your destination.

The return portal is accessible at : https://eu.jmweston.com/a/return and is also available from the Website footer.

The J.M. Weston Customer Service team remains available to assist you with your return or exchange request from Monday to Friday, 10am to 7pm, and Saturday, 10am to 5pm:

• By phone on +33 1 55 90 53 01
• By e-mail serviceclient@jmweston.fr 
• By contact form by clicking here.

You have the option to exchange products ordered on the website (apart from “Outlet” items) in J.M. Weston stores upon presentation of your invoice. Our stores will be happy to help you try on different sizes of any model ordered online, apart from “Outlet” models.
Before visiting a store, we recommend contacting your nearest store to check availability of the sizes you want to try.
Our stores are not able to give refunds for products purchased online.

Refunds are made within 14 days following the date on which cooling-off rights were exercised. Your refund will be made via the same payment method you used for the purchase.