Frequently Asked Questions – J.M. Weston
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Frequently Asked Questions

1. ORDERS

2. ACCOUNT

3. PRODUCTS

4. PAYMENT

5. SHIPPING

6. RETURNS & EXCHANGES

 

1. Orders

 

Can I get any help with placing my order?

Our Customer Service is available Monday to Friday, 10 a.m. to 7 p.m., to help you place your online order.
- To contact us by phone: +33 1 55 90 53 01
- To contact us by e-mail,  please click here.

How can I change or cancel an order that I’ve just placed?

If you need to cancel or modify your order, please contact our Customer Service. We will do our utmost to fulfil your request, but cannot guarantee your order may be adjusted once it has been placed.

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

I haven’t received an e-mail confirming my order

After placing an order, it may take a few minutes for your order confirmation to be sent. Please remember to check your “Spam” folder, where the e-mail may have been directed, depending on your e-mail settings. If no e-mail has reached you, please contact our Customer Service.

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

 

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2. Account

Why create a customer account? 

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

I’ve lost my password. How can I log in to my account?

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.

How can I make changes to my account or delete my customer account?

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.

 

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3. Products

How can I be sure of my J.M. Weston shoe size?

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. 


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4. Payment

Which payment methods are accepted on the site?

We accept the following payment methods for your online purchases:
- Debit card
- Visa
- Master Card
- American Express

Payment for my order has been refused. What should I do?

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

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5. Shipping

What delivery options are available?

We offer express delivery for all online orders in the following European countries: France, Belgium, Luxembourg, Germany, Netherlands, United Kingdom, Ireland, Spain, Portugal, Austria, Switzerland, Greece, Italy.
The couriers responsible for delivery of orders are: UPS for Switzerland and Chronopost for other European countries.

Once your order has been taken in hand by the courier, you will receive an e-mail confirming shipment together with details of the delivery.
J.M. Weston cannot be held responsible for unexpected delivery delays that are beyond its control.

How can I track my order?

Once your order has been taken in hand by the courier, you will receive an e-mail confirming shipment together with details of the delivery and a link for tracking your order.

Can I change my delivery address?

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.

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6. Returns & exchanges

How can I return an item purchased on the website?

Any item purchased on the J.M. Weston website can be returned free of charge using a prepaid return label. If you wish, you also have the option to make an exchange in a store, for the same model in a different size or colour.
You have a 14-day cooling-off period following receipt of your order in which to obtain your prepaid return label. You then have a further 14 days in which to return the products.

To obtain a prepaid return label, please contact our Customer Service:

You will be asked for the reason for the return, the order number and the product reference(s).

A return shipping label will be sent to you by e-mail.

Can I return or exchange an item in a store?

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.

When will I receive my refund?

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.


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