The Faq

Answers to the most frequently asked questions

How to search for a model ?

If you are looking for a special model and if you have the correct reference, exquise-france.com offers you the possiblity to use a dedicatedsearch engine.

How can I see if my size is available ?

Exquise-France.com makes every effort to ensure that the products offered on the website are available. The available sizes are displayed below the product presentation and on the product page. If the size you are looking for does not appear, this means that we do not have it on stock at that given time. If this is the case, do not hesitate to contact to our customer service (contact@heller-exquise.com) which will advise you of the next availabilities.

How to be sure of my size ?

In the detail of each product, you will find details of the item fitting. It will be specified if the shoe is narrow, normal or wide fit and if the sizes fit correctly or not.

Are the products offered good quality ?

Every item on our www.heller-france.com has been studied and elaborated with the highest attention in our Workshop in Limoges, France. Each product is submitted to a rigorous quality control check. In the case that you receive a defective article despite this control, please contact our customer service (contact@heller-exquise.com) which will immediately process to your request.

I am a new customer, how can I create my account ?

Your customer area allows you to identify yourself, place an order, follow your orders/returns and communicate with our customer service.

To open you “customer area”, you have to click on “Registration” on the top right hand corner in “My customer area”, and click on “Create a new account”. Then, please enter the requested information and validate by clicking on “Create a new account”. Your account has been created, you can now place your order.

If you encounter any difficulties, please do not hesitate to contact our customer service by email (contact@heller-exquise.com) or by phone at +33(0)5.55.70.46.74.

I am already customer, how can I connect to my account ?

Your customer area allows you to identify yourself, place an order, follow your orders/returns and communicate with our customer service.

To access to your account, click on “My account” on the top right, then enter your email address and your password.

How to place my order ?

To place your order, you simply have to select the items you wish to purchase, choose the size and the color desired. Please select the quantity needed in the drop-down menu placed next to “Add to cart”, then click on “Add to cart” to finalize you order.

If you encounter any difficulties, please do not hesitate to contact our customer service by email (contact@heller-exquise.com) or by phone at +33(0)5.55.70.46.74. .

How to pay my order ?

Exquise-France.com offers you three ways of payment, totally secured :

  • - By Credit Card, Visa and Mastercard : Payment is made online, once you validated your order.
  • - By Paypal : Payment is made online, once you validated your order.
  • - By check : We reserve the items ordered until the reception of the check. The check must be worded to the order of DANSE AZUR SAS and send to DANSE AZUR SAS, 1 Ancienne nationale 141, Le Breuil – 87430 VERNEUIL-SUR-VIENNE, FRANCE. The ordered items will be reserved during 5 open days from the date of receipt of the order. Exquise-France.com reserves itself the right to cancel the order if the check has not been received within 5 working days.

Is the payment secured ?

Payment by Credit Card, Visa, Master Card :

You can shop with confidence on Exquise-france.com. To guarantee your security, transfers are made with the server of BANQUE A FOURNIR through its service OGONE.

Your bank details are secured and encrypted with the SSL protocol (Secure Socket Layer), which means that your confidential data is totally unreadable. Exquise do not save any information related to credit card on its server. When you enter your bank details on Exquise-france.com to pay your order, you switch to the banking platform of NOM DE LA BANQUE on which a little locked padlock appears. At this point, you can enter your card numbers and expiration date without anyone being able to intercept them..

Payment by Paypal :

Exquise-France.com offers you the possibility to pay online by Paypal. Paypal is a way of payment online and very secured. If you have a Paypal account, you just have to identify yourself with an email address and a password. If you want to create a Paypal account, we invite you to go on the website www.paypal.fr which will help you to create an account rapidly.

When will my order be processed ?

At Exquise, fast delivery delays are our priority.

Each order placed before 3pm(french time) will be shipped the next morning from Monday to Friday.

If you place your order on the week-end, it will be shipped on Monday. If the order is placed on a French public holiday, it will be prepared and shipped the next open day.

How do I know if my order has been registered?

A confirmation email is send once payment is done. This email resumes your order (order number, recap of ordered articles, total amount, shipping address). You can follow your order by connecting to your “Customer Area”.

Can I change my order after registration ?

You can not go back to your order yourself once it has been placed and validated online because it is taken care of the same day. If you made a mistake and the order has not been treated yet, you can send an email to our customer service contact@heller-exquise.com or call +33(0)5.55.70.46.74, a customer advisor will treat your request.

How can I cancel my order ?

To deliver you as soon as possible, the preparation and shipping delays of our packages has been shorten to the maximum. However we can cancel an order 24h after it has been confirmed and payed. Please immediately contact our customer service contact@heller-exquise.com or call +33(0)5.55.70.46.74.

How can I use a promo code ?

If you have an Exquise promo code and you would like to use it, please follow the process of the order. At the time of the confirmation order a field "Promo code" is visible. You will then be able to enter the "Promo code" you have, click on “Validate" button. The amount of your cart will be automatically recalculated.

My promo code is not working, what should I do ?

Please verify that your promo code is still valid and has not expired. If everything seems to be correct, please contact our customer service by email contact@heller-exquise.com.

What are the delivery ways available ?

A DEFINIR

What are delivery delays and costs ?

A DEFINIR

In which country can I be delivered ?

Exquise-France.com ships everywhere in Metropolitan France, Corse and DOM/TOM. We can also ship all over the world. To know our shipping details for other countries, please send an email to our customer service contact@heller-exquise.com.

Information about deliveries to Switzerland, DOM/TOM and countries outside the European Union.

Prices on Exquise-France.com include French VAT (soit 20 %).

Where will my order be sent to?

When you place an order on Exquise-France.com, you can choose your delivery address (at home, at work,…). The delivery address can be different from the billing address, for example if you want to buy a gift for someone else or be delivered at work.

If you choose a delivery by La Poste, your order will be shipped within 48 hours. If you are absent on the delivery day, the postman will file a notice of passage which will permits you to get your package at the Post office, where it will be available 15 days. Deliveries are from Monday to Saturday.

If you choose a delivery by relay point, your order will be shipped within 48 hours in the relay point of your choice. The Mondial Relay network has 4300 sellers in France; be delivered in a shop (your florist, your bakery,…) close to you. You will be informed by email when your order is available..

Can I have my order delivered to another delivery address?

Exquise-France.com will ship to the delivery address of your choice (at home, at work, in a relay point,…). The shipping address can be different from the billing address, for example if you want to buy a gift or be delivered at work.

What is the delay between my order and home delivery ?

At Exquise-France.com, delivery delays are our priority. Each order placed before 3pm (french time) will be shipped the next morning from Monday to Friday. If you choose a delivery by La Post, you will receive your order within 48 hours. If you choose a delivery by Mondial Relay, you will receive your order within 48 hours in the relay point of your choice.

If you place an order on the week-end, it will be shipped on Monday. If the order has been placed on a French public holiday, it will be prepared and shipped the next open day.

How can I follow my order ?

Once your order has been prepared and shipped, you will receive an email with your tracking number and a link. If you choose a delivery by La Post, you can connect to www.colissimo.fr and enter your Colissimo tracking number. If you choose a delivery by Mondial Relay, you can connect to www.mondialrelay.fr and enter your Mondial Relay tracking number.

What happens if I am not at home at the time of delivery ?

The package is delivered at the requested address. If you are absent during the postman passage, a notice of passage is filed in your postal box. This notice indicate the time and the day and the post-office where you can retire your order. You will have to present yourself to the post-office with your notice of passage and an ID to retire the package.

What should I do if I have not received my order in the delivery delays announced ?

The average delivery time is from 24H to 72H (depending on the way of transport chosen). If articles have not been delivered after 7 days, starting from the shipping date provided during your order, and if this excess is not due to a case of force majeure, you can proceed to the resolution of the sale by sending a registered letter with acknowledgment of receipt to the following address : DANSE AZUR SAS, 1 Ancienne nationale 141, Le Breuil – 87430 VERNEUIL-SUR-VIENNE, FRANCE. The amount paid by the customer will then be fully returned (after an investigation with the carrier is made).

The delivery is improper, what should I do ?

Exquise-France.com will exchange or refund a defective article. In case of delivery of a faulty article or improper to the demand, please inform our customer service by email contact@heller-exquise.com, by specifying whether you would like an exchange or a refund. Upon receipt of your email, no later than the next day, we will provide you with a Colissimo parcel ticketallowing you to send back theparcel free of charge to our depot. Once you received the Colissimo parcel ticket, you must stick it on the package and depose it in a post-office.

How can I return an article ?

You have a delay of 14 days, by the day of receipt of the order, to return the article which does not suit your needs, regardless of the transport you selected. In order for your return to be made in the best conditions, we advise you to fill in the return form and insert it into your return package. This return form is sent with your order and is also available in your account ("My Account").

How long do I have to return an article ?

You have a delay of 14 days, by the day of receipt of the order, to return an article which does not suit your needs, regardless of the transport you selected.

I do not remember my password, what should I do ?

If you have lost the password that allows you to connect and access to your customer account, please go to « My Account », click on « Password forgotten » and enter your email address and click on « receive” : you will receive your password by email.

I would like to modify my personal information, how should I proceed ?

If you wish to modify your personal information (address, phone number, password,…), please connect to “My Account”. On the navigation bar on the left of the screen, you will find all your personal information. You can modify them and then click on "update" for the changes to be saved.