1 – Choose the category of clothing you want (by type, fabric, …)
2 – Get more details on the product you are interested in by clicking on the name or photo. The product details give a better overview of the product (photos, composition, sizes available, reference and price).
3 – Select the article you are interested in and add it to the basket. You can then either continue your visit of the website or place your order.
4 – If you want to confirm your order you can do so either by registering or by finalising your purchases without being registered.
5 – Complete the delivery information: Standard delivery or Express delivery.
6 – Select a payment method: Visa, Visa Electron, Mastercard, PayPal.
7 – Confirm your order on Gertrude-Gaston.com.
8 – You will receive email confirmation.
In which countries can I buy on line?
We continually endeavour to open up delivery to more countries.
Complete your basket to find out whether delivery is possible in your country.
The Gertrude-Gaston.com website is available in English and French.
Will products that are indicated as out of stock become available again?
If an item is out of stock in the mid season then it won’t be restocked. If it is no longer in stock in all its forms we withdraw it from the website. Contact us to find out whether a product is available.
Will I receive the same product as the one on the photo?
Yes, the product displayed corresponds exactly to the product delivered. However, depending on the quality of your screen colours may vary slightly.
How can I keep up to date with Gertrude+Gaston news?
To receive details of all our company news, promotions and new products, sign up for our newsletter and follow us on Facebook and Instagram.
Can I unsubscribe from the Gertrude+Gaston Newsletter?
From your Newsletter, ask to stop receiving the newsletter by clicking at the bottom of the page on “Unsubscribe”.
How can I be sure that my order has been placed correctly?
We will send you an email to confirm receipt of your order. If you do not receive confirmation, please contact our customer service by email (firstname.lastname@example.org) or via our Live Chat on the home page of our website.
Can I find out my order status?
Yes, you can see the up-dated status of your order in real time. Just go to your account. If you are not registered, click on the link in the email confirmation.
Can I remove an article from my order?
Yes. You can remove from your basket any items that you do not wish to receive, before placing your order. Once you have placed the order it can no longer be modified.
Can I cancel my order?
To cancel an order that has just been placed you can contact our customer service by email (email@example.com) or via our Live Chat on the home page of our website.
Depending on the time at which your order has been placed it will not always be possible to cancel it.
What do I do if I receive a defective article?
Gertrude+Gaston products all benefit from careful quality control, however you may exceptionally receive a defective product. If this happens, get in touch with our customer service by email: firstname.lastname@example.org.
What should I do if I receive an article that does not correspond to my order?
If you receive an article that you have not ordered, contact our customer service by email: email@example.com.
What means of payment can be used?
We accept the following means of payment: Visa, Visa Electron, Mastercard, PayPal.
Why might my credit card be refused?
Your credit card might be refused for one of the following reasons:
- Your card has expired. Check the expiry date on your card.
- You may have reached the limit of the amount available on the card. Ask your bank for details of the amount authorised on your card.
- Part of the data you have input is incorrect. Check that you have entered all the data correctly in the corresponding boxes.
Can I get an invoice made out in my company’s name?
Yes, you can choose a delivery address and a different invoice address.
Is payment by credit card on the website completely safe?
Yes, data is transmitted after being encrypted by SSL. For payment with Visa and Mastercard, only CES (Safe Electronic Payment) transactions are accepted. After checking that your card is linked to the CES system, the system will contact the bank that corresponds to your card so that the purchaser can authorise the purchase. After confirmation by the bank, the amount will be debited. If no confirmation is received the order will be cancelled.
Where can I receive my order?
You can choose to receive delivery at home, at the office or at a relay point, using Standard or Express delivery.
Can the purchase be made in one country and the order be delivered in a different country?
Yes, you can place an order in a different country to the country where you wish delivery to be made.
How long will it be before I receive my order?
Delivery times depend on the type of shipping you have chosen. Standard delivery takes 3 to 5 working days (between 5 and 7 days for deliveries to Corsica) and express delivery takes 1 to 2 working days (between 2 and 4 working days for deliveries to Corsica).
How much is the delivery charge?
Standard delivery is 2.95€ for an order delivered to France. The charge for express delivery is €5.95. International delivery charges vary depending on the country. Complete your basket to find out the exact delivery charge.
Can I track my order?
Yes, in “My account” and then in orders placed, you can check on the status of your order. If you are not registered, track by clicking on the link in the confirmation email.
What is the procedure for home delivery?
Home delivery in France takes place using So Colissimo for standard deliveries and TNT for express deliveries. An initial email confirming that your order is being shipped is sent to you once your parcel has been collected by the carrier; you will then receive a second email with a tracking number (and a link to the web page of the transport company); finally the carrier will contact you by text or email to inform you when delivery will take place.
Do I have to pay to send my articles back?
The cost of returning articles to Gertrude-Gaston.com is paid by customers. A standard return can cost between €4 and €8, depending on the weight of the parcel and the delivery method.
When a return is made for a refund, the shipping cost is not refunded.
How do I sent an article back?
You can make a request to return an article from your account, specifying whether you want an exchange or a reimbursement. You must then send your parcel back to us at the following address: Service Retour, Gertrude 26, 350 avenue du Douard, ZI les Paluds, 13400 Aubagne. Articles must be sent back in their original condition. It is essential to include the invoice or returned goods slip in the parcel. You must have already received the goods before you can request a reimbursement.
How quickly must I send items back?
The deadline for sending any goods back is 20 days, as from the date of the email confirming that the items have been sent.
How will I be reimbursed?
Once the returned goods have been accepted, you will be reimbursed using the same means of payment as you used to make the purchase.
When will I be reimbursed?
Once the returned goods have been accepted (items must be in perfect condition, with all labels still attached), you will receive a confirmation email stating that reimbursement will be made to your account within the next few days. The timeframe for reimbursement may be between 24 and 48 hours, depending on your bank.
What do I do if the amount reimbursed is not correct?
Please contact our customer service: firstname.lastname@example.org indicating your order number.
Gertrude+Gaston reserves the right to refuse any goods sent back that are sent, or about which communication is received, after the deadline for returning goods, or if the articles are not in the same condition as they were when they were received.
When a return is made for a refund, the shipping cost is not refunded.
Can I exchange an article?
Yes, articles can be exchanged on Gertrude-Gaston.com. When entering your request to return goods, indicate that you wish to make an exchange.
An exchange is possible for the same product in a different size or colour.
An exchange is not possible if the reference is not the same or if the price is different.
What is the deadline for exchanging an article?
The deadline for any exchange is 20 days from the date of the email confirming shipping. For more information please refer to the section on REIMBURSEMENT
Are exchanges free of charge?
The customer pays to send the parcel back. However we cover the cost of re-shipment.