Contact customer service

Contact customer service

FAQ

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I. Customer services / Site help
A. Can I order by telephone?
Sir, Madam,

In order to ensure optimum transaction security, our site only accepts online card payments. You therefore cannot place an order over the phone.

Card payments are fully processed on the secure site (Name of bank).

This means that none of your banking information passes through our site.

Card payments are therefore fully secure. Your order will therefore be received from acceptance of payment by (Name of bank). You can check the security system. In order to do this, look for a closed padlock at the bottom of the page, symbolising a secure page.

You can pay online with total confidence.

However, if you should encounter any problems with paying online, our customer services department is available to help on: + 33 (0)1 44 78 64 80 Monday to Friday from 09.30 to 18.30 .

Yours faithfully,

The Customer Services Department
B. Can I pay by cheque?
Sir, Madam,

In order to ensure optimum transaction security, our site only accepts online card payments. You therefore cannot pay for an order by Cheque.

For your information, card payments are fully processed on the secure site (Name of bank). This means that none of your banking information passes through our site.

Card payments are therefore fully secure. Your order will therefore be received from acceptance of payment by (Name of bank). You can check the security system. In order to do this, look for a closed padlock at the bottom of the page, symbolising a secure page.

You can pay online with total confidence.

Yours faithfully,

The Customer Services Department
C. Can I pay in instalments?
Sir, Madam,

Firstly, thank you for showing interest in our website.

We currently do not offer the possibility of paying in instalments. You can make fully secure payments by bank card or Paypal.

Subscribe to our Newsletter if you want to be the first to know about any changes to our payment methods

Possibility of using Oney for payment in instalments from 300(€)?

Yours faithfully,

The Customer Services Department
D. Can I come to collect my order at your warehouses?
Sir, Madam,

Firstly, thank you for showing interest in our brand.

Currently, due to logistical reasons, we are unable to provide a parcel collection point at our warehouses.

If you would like to be kept informed about changes to our services, you can subscribe to our Newsletter.

Yours faithfully,

The Customer Services Department
E. What are the shipping costs?
Sir, Madam,

The rates vary depending on your delivery area. You can see our rates in the grid below:

Whatever type of delivery you choose, we will update you on your order’s progress via email.

You can also follow your order’s progress directly in your customer area at "My Account" ».

Yours faithfully,

The Customer Services Department
F. Do you deliver abroad?
Sir, Madam,

Firstly, thank you for showing interest in our brand.

For more information on countries we deliver to, as well as our rates, please refer to the General Terms and Conditions page on our site.

If you would like to be kept informed about changes to our delivery policies, you can subscribe to our Newsletter.

Yours faithfully,

The Customer Services Department
G. How can I use my promotional code?
Sir, Madam,

Firstly, thank you for showing interest in our website.

Your promotional code is linked to a special operation. It is single use and cannot be combined with another promotional code or a referral code.

Use of Promotional Code:

The promotional code should be entered in the correct box when checking out. This box is on the right of your basket and titled "VIP Code". We strongly recommend you finalise your order immediately after entering your code in order to avoid any error which may lead to you losing this offer.

We are unable to recredit you any commercial offer linked to a code following order placement. Consequently, we can accept no complaints relating to incorrect use or failure to use a code.

Yours faithfully,

The Customer Services Department
H. I can’t log into my account / I've forgotten my password
Sir, Madam,

Firstly, thank you for showing interest in our website.

If you are already a customer on our site, have finished shopping and are ready to place your order, you must log in by entering your email address and password.

If you have forgotten your password, you can obtain it by email on the login page, by clicking on the link "Forgotten password".

If you are not yet a customer on our site, you must first create an account. You must then provide certain information, including your email address.

Take care to note capital and lower case letters in the new password you are sent. We would also invite you to check your email account's "spam" folder. Some Internet services may unfortunately filter this automated email sent to your address.

If you want to change your new password, log onto "My Account" then go to "My personal information", and then enter your new password into the two boxes.

If you continue to experience problems with logging in, please contact our Customer Services team by telephone or by email. It will be our pleasure to guide you through the various stages and/or directly configure your account for you.

Yours faithfully,

The Customer Services Department
I. I can’t place my order
Dear customer,

Our customer services department is available by email: eshop@tilamarch.com or by telephone on: + 33 (0)1 44 78 64 80 Monday to Friday from 09.30 to 18.30 to assist you.

Outside these customer services opening hours, you can get in touch using the form available by clicking here: (link to contact form).

Yours faithfully,

The Customer Services Department
J. Why are you asking me for proof of identity?
Sir, Madam,

This verification procedure is intended to protect you.

It is only required where, due to identity or credit card theft, orders show signs of fraud.

By requesting proof of identity, we can attempt to limit risks for genuine customers.

We await the provision of your proof of identity and thank you for your understanding

Yours faithfully,

The Customer Services Department
K. My email address was rejected when creating my account. Why?
Sir, Madam,

In order to ensure you receive our order confirmation and shipment emails successfully, we systematically ask you to verify your email address when creating your customer account.

We therefore recommend you ensure that the email address you provide is valid when registering. An address may be considered "invalid", if the domain name (part of your address which follows the "@") is not recognised, reliable or is incorrect.

It may also be the case that the part before the @ is prohibited due to a perceived risk of spam.

For more information, we would invite you to contact the Customer Services Team.

Yours faithfully,

The Customer Services Department
L. How do I create a wishlist ?
Sir, Madam,

In order to ensure your utmost satisfaction, we have provided an option which allows you to create a selection of products which you can then find again at any time in your customer account. To access this, you must have or create a customer account on our site.

From a product page
All you need to do is go to the relevant product page and click on the "Heart" pictogram.
We would ask you to then create a customer account to save your selection after leaving the site.

From your basket
In your basket, you can click on "Save my selection", which will add all products in your basket to your Wishlist. To see this button, you must already have logged into your account.
From your list, you can then easily transfer part of your chosen items or all items to your basket or even share them on Facebook or by email.

Please note, products will not be reserved.

Yours faithfully,

The Customer Services Department
II. Product information
A. Are your products available and in stock?
Sir, Madam,

Firstly, thank you for showing interest in our website.

Please note that if you are able to add a product to your basket, then it is available and in stock. All products visible on the e-shop site are available for sale.

Where products are out of stock on our site, they may have sold out during the day. We would invite you to check back regularly in the upcoming days to see whether we have received new stock for the item in question.

Please note that until your order has been confirmed, the product will not be reserved.

Yours faithfully,

The Customer Services Department
B. Are your photos contractually binding?
Sir, Madam,

Firstly, thank you for showing interest in our website.

All photographs of products are taken by professionals, so that you have the most accurate view of the product possible.

However, if in spite of our best efforts there are differences between the photos taken and the reality, we would be very grateful if you would point these out to us so that we can further improve their presentation.

If you are disappointed with an item compared to its photo, you have the possibility for some products to return these to us so that we can issue you with a refund (for this, please refer to our returns procedure).

Yours faithfully,

The Customer Services Department
C. Will out-of-stock products become available again?
Sir, Madam,

Firstly, thank you for showing interest in our website.

As regards products shown as out of stock on our site, it is possible that these have sold out during the day.

We would invite you to check back regularly in the upcoming days to see whether we have received new stock for the item in question.

Subscribe to our Newsletter if you want to find out first about any new stock arrivals and don’t want to miss our best offers.

Yours faithfully,

The Customer Services Department
D. What size should I choose
Sir, Madam,

Firstly, thank you for showing interest in our website.

For shoe product pages, there is a Size Guide (next to the "add to basket" button).

There are however products which come up large or small. In this case you will receive a notification when you choose your size ("Warning, this product comes up small / this product comes up large").

If no notification appears, you can choose your normal size.

Yours faithfully,

The Customer Services Department
E. Specific Information on a product
If you are already a customer, please identify yourself by clicking here before filling in this form. This will allow us to process your order more quickly.
III. Shipping service
A. I still haven’t received my order, why not?
Sir, Madam,

Before launching an internal inquiry into your order, please ensure that we have not asked you for supporting documents linked to payment verification procedures (combating fraud). If this is the case, the order status shown in your customer account will read: "Awaiting documents" where a request for supporting documents has been issued.

This request will have been sent to you via email. Please check your spam email folder.

If this is not the case, and if following two working days the status of your order is still "being prepared" please fill out the form below so that we can launch an inquiry.

Yours faithfully,

The Customer Services Department
B. My delivery address is incorrect.
Sir, Madam,

Firstly, thank you for your order.

An error in your address may have been identified in the following cases: :

-Your tracking says that the Parcel was returned to sender due to "Incomplete address" / "Incorrect address" / "You do not live at the indicated address".
-Your order has already been shipped and you noticed an address error. (It will be returned to us within 10 to 15 days due to an incorrect or incomplete address).
-Your order is being prepared and you have noticed an address error.

Please fill out the form below clearly stating your correct address or new destination address, as completely as possible.

If it is a new build, please check with your post office in advance whether the address is well known and/or whether there is another official or provisional address to be used.

.Yours faithfully,

The Customer Services Department
C. My order is considered delivered on the Colissimo site but I haven’t received it
Sir, Madam,

Firstly, thank you for your order.

Before launching an inquiry procedure with Colissimo, please ensure that no one in your family or a neighbour or concierge could have taken the parcel for you. This is something which frequently happens.

You can also check whether a delivery note has been left in your letter box.

If you have been away for more than 5 days, it is also possible that the parcel has been returned to us after the expiry of the period during which a parcel can be held by your post office. Your tracking will show Parcel returned to sender / Parcel not collected. In this case please fill out the form "My order has been returned to your warehouses".

If you have already made these checks, please fill out the form below so that we can launch an inquiry with the carrier.

Because all of our parcels require a signature, we will check that the delivery note has been correctly annotated in order to try and identify who took receipt of the parcel.

.Yours faithfully,

The Customer Services Department
D. Can I add items to my order?
Sir, Madam,

If your order has been finalised, and you have already paid online for it, then it will not be possible for us to modify its content later for technical and logistical reasons. We cannot hold your order to be modified prior to shipment once it has been confirmed, as it will already be within the logistics preparation chain.

We would ask you to place a new order for the other products you need.

.Yours faithfully,

The Customer Services Department
E. I would like to exchange one or several items, how can I do this?
Sir, Madam,

at present you cannot exchange a product purchased online for technical and logistical reasons. You should therefore return the products, for which you will receive a refund, and then place a new order.

We can also directly send you a voucher valid on the site instead of a refund in order to purchase the item of your choice.

We would invite you therefore to order the product you want as soon as possible.

Return an item

For other products, pursuant to the provisions of article L.121-21 of the Consumer Code, the customer has a period of 14 days to exercise their right to withdrawal without having to give a reason. This time period commences on the day of receipt of the order by the customer or by as third party appointed by them.

If the 14 day period expires on a Saturday, Sunday or bank holiday, it will be extended to the next working day.

To exercise your right to withdrawal, you can therefore send the product(s) concerned, in their original condition, to the address below within 14 days from receipt of the item, in accordance with the postmark.

TILA MARCH
Retour eshop
10 cité Paradis 75010 PARIS

Please include the returns number you have generated from your customer area, as well as the references and quantities for each item returned and the reason for the return.

Provided you exercise your right to withdrawal within the prescribed time period and that you respect the returns conditions, Tila March will refund you the cost of the product(s) purchased. Return costs are borne by the customer.

For more information on returns, please refer to our returns procedure which can be found on our site.

Yours faithfully,

The Customer Services Department
After sales service
A. I have received my order but it contains one or more damaged items.
Sir, Madam,

We thank you for your order and apologise for this incident.

You can return the faulty item to the following address:

TILA MARCH
Retour eshop
10 cité Paradis 75010 PARIS

If the item proves faulty after verification by our quality standards team, a prepaid returns label will be send to you by email.

To return the item, please fill out the form below specifying which product is affected (reference n°), as well as providing a description of the damage found.

Please also specify where necessary whether you refused the parcel from the carrier due to obvious damage to the parcel(s).
B. I received my order but one of the items is not what I ordered.
Sir, Madam,

We thank you for your order and apologise for this incident.

You have three working days from receipt of your order to notify us of any problem regarding conformity with your order of the products received.

To do so, please fill out the form below by specifying which product is affected (ordered product reference n°) as well as those which you received in its place (reference n° on the received product’s packaging).

Please also specify where necessary whether you refused the parcel from the carrier due to obvious non-conformity upon delivery."

Yours faithfully,

The Customer Services Department
C. I couldn’t find a returns form in my parcel, how can I return my items?
Sir, Madam,

You can download your returns form in your account at"My Account" in order to legibly complete the sections required for our returns procedure. Enter the returns number you generated via your customer area, then for each item, the item reference, the quantities of items returned and reason for return.

If you are unable to print this returns form, you can send us, with the items you were not satisfied with, and written legibly and clearly on plain paper: the initial order number, the returns number you generated via your customer area, then for each item, the item reference, the quantities of items returned and reason for return.

Yours faithfully,

The Customer Services Department
D. I would like to exchange one or several items, how can I do this?
Sir, Madam,

you cannot currently exchange a product purchased online on our site. You must therefore return the products for which you will be refunded then place a new order.

We would therefore invite you to order the product/size you want as soon as possible and whilst available on our site.


Pursuant to the provisions of article L.121-21 of the Consumer Code, the customer has a period of 14 days to exercise their right to withdrawal without having to give a reason. This time period commences on the day of receipt of the order by the customer or by as third party appointed by them.

If the 14 day period expires on a Saturday, Sunday or bank holiday, it will be extended to the next working day.

To exercise your right to withdrawal, you can therefore send the product(s) concerned, in their original condition, to the address below within 14 days from receipt of the item, in accordance with the postmark.

TILA MARCH
Retour eshop
10 cité Paradis 75010 PARIS

Please include the returns number you have generated from your customer area, as well as the references and quantities for each item returned and the reason for the return.

Provided you exercise your right to withdrawal within the prescribed time period and that you respect the returns conditions, Tila March will refund you the cost of the product(s) purchased. Return costs are borne by the customer.

For more information on returns, please refer to our returns procedure which can be found on our site.

Yours faithfully,

The Customer Services Department
E. I want to return one or several items to you, how can I do this?
Sir, Madam,

We thank you for your order and are sorry that it was not to your entire satisfaction.


Pursuant to the provisions of article L.121-21 of the Consumer Code, the customer has a period of 14 days to exercise their right to withdrawal without having to give a reason. This time period commences on the day of receipt of the order by the customer or by as third party appointed by them.

If the 14 day period expires on a Saturday, Sunday or bank holiday, it will be extended to the next working day.

To exercise your right to withdrawal, you can therefore send the product(s) concerned, in their original condition, to the address below within 14 days from receipt of the item, in accordance with the postmark.

TILA MARCH
Retour eshop
10 cité Paradis 75010 PARIS

Please include the returns number you have generated from your customer area, as well as the references and quantities for each item returned and the reason for the return.

Provided you exercise your right to withdrawal within the prescribed time period and that you respect the returns conditions, Tila March will refund you the cost of the product(s) purchased. Return costs are borne by the customer.

For more information on returns, please refer to our returns procedure which can be found on our site.

Yours faithfully,

The Customer Services Department
F. I haven’t received my refund, can you tell me why?
Sir, Madam,

When returning a product or where a shipment was incomplete, a refund is normally made to the bank account linked to the card you used to make your purchase.

We would ask you to carefully check your Card statement beforehand. Also consider that the refund may be deferred if you used a deferred payment card to pay for your order.

This credit should show in your account around 3 to 5 working days after the returned product has been received or once the incomplete shipment has been carried out.

You will soon see the amount of this refund displayed under the heading"My Refunds" under "My Account" on our site.

If after all these checks you still have no news regarding your refund, please fill out this form below so that we can launch an inquiry.

Yours faithfully,

The Customer Service Department
G. I want to contact the after sales team by telephone.
Sir, Madam,

Thank you for your order.

You can contact our after sales team on: + 33 (0)1 44 78 64 80
Monday to Friday from 09.30 to 18.30

Yours faithfully,

The Customer Service Department
V. Purchase service
A. I’m a supplier and would like to offer my products for sale on your site
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VI. Marketing Service
A. I’m a professional and would like to offer you my services
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Contact us by mail :
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