Free standard delivery to France and Europe & free return from France
 

Customer service

Returns

Returns

The returns from metropolitan France are offered.

The returns shipping costs outside metropolitan France is charged to the consumer (refer to general terms and conditions).

If you are not satisfied with your purchase for any reason, we will accept your return within 14 days after your order is placed. No returns or no exchanges will be accepted for the made-to-order pairs. 

Returns to our Free Lance stores, for e-shop orders delivered to stores are possible. However, we do not accept the returns to Free Lance stores for e-shop orders delivered to home or to a pick-up store.

Our teams inspect each return. For it to be accepted, the shoes should be in in the same condition when you received them: new, unworn, with their accessories (laces, bags, etc.) included, and in their original packaging. Attention: the shoe box should not be used as transport carton and must be undamaged upon arrival and clean for resale.

It is important to be cautious when trying on shoes. We recommend testing the shoes on a clean floor, carpet type to avoid damaging the sole. Shoes with damaged soles will be denied for return. We reserve the right to refuse a return if all the conditions are not respected if the product has damage or for hygienic reasons. In that case, we will resend you the shoes as stated in your invoice. 

Procedure

To start a return:

1- Login to your account

2- Go to the heading « Order history and details »

3- Click on « + » on your order reference on the left

4- Notify the product you want to return and do not forget to specify the reason

5- Click on « Make a RMA slip »

We do not offer exchanges. If you are not satisfied with the size or the model, we invite you to return the shoes for a refund and then place another order. 

6- We invite you to print the return voucher and to slip it inside the package.

For returns from metropolitan France, print the return label, and stick it on the package.

7- FREE LANCE’s Customer Service Department will supply you with a return number.

Finally, you can proceed to the expedition according to the following procedure.

All returns must be sent to FREE LANCE within 14 working days following the return agreement, must be in perfect condition, and entirely enclosed in its original packaging to the Company's address:

Rue des Bois

BP 2

85130 LA GAUBRETIERE

FRANCE

We only accept returns on shoes that are in the same condition as when they were received. They must be in unworn, perfect, resale condition, and in the original packaging. We reserve the right to refuse and to return the shoes to you if your return does not pass our quality control.

The return number must appear clearly on the return packaging and the return voucher must be printed and slipped inside the package.

The returns, outside metropolitan France, are left to the responsibility and to the risks of the consumer. No « cash on delivery » will be accepted for any reasons.

Claims will be contested if there is a breach during the procedure. If anomaly is detected, the parcel will be sent back to you. 

Refund

Returns are processed within 3 working days from their reception. However, during full periods, the process can require up to 7 working days.

Once the refund is accepted, an e-mail confirmation will be sent to you.

Exchange

We do not offer exchanges. If you are not satisfied with the size or the model, we invite you to return the shoes for a refund and then place another order.

Delivery

Delivery to metropolitan France and Corsica

Modes of delivery:

• Standard:

- Colissimo to Metropolitan France : from the date of dispatch, offered delivery within 2 or 3 days, from Monday to Saturday, either to home without contact, or to Pickup points and lockers. This delivery time is not guaranteed for Corsica. Orders received before 7.45 am, outside commercial operations period, will be processed the same day. Orders received on Friday after 7.45 am or on week-ends, will be processed on Monday.

- UPS for delivery to Free Lance stores to Metropolitan France : from the date of dispatch, offered delivery within 2 days, from Monday to Saturday. Orders received before 7.45 am, outside commercial operations period, will be processed the same day. Orders received on Friday after 7.45 am or on week-ends, will be processed on Monday.

• Express:

Chronopost to Metropolitan France and Corsica: from the date of dispatch, delivery at your charge to home or to a pick-up store within 24 hours. Orders received before noon, will be processed the same day. Express delivery may not be available during commercial operations. Orders received on Friday after 12 pm or on week-ends, will be processed on Monday.

Chronopost Home 9,9 € 
Chronopost Pick-up Store 4,9 € 
Corsica: an extra fee of 15€ will be added.

Delivery to European Union countries :

Modes of delivery:

• Chronopost to Europe: from the date of dispatch, offered delivery within 2 or 6 days, to home with signature.

• UPS : 

- for delivery to Free Lance stores to Europe : from the date of dispatch, offered delivery within 2 days. 

- to Cyprus and Malta : 20 €, delivery within 4 or 5 days, to home with signature.

• DHL to Switzerland : 

- DHL express , delivery fees of 13,90 CHF at your charge, delivery within 1-3 days to home with signature. 

- DHL "economy" , delivery fees of 5,90 CHF at your charge, delivery within 2-5 days to home with signature.

Delivery to European Union countries and Switzerland

Modes of delivery:

• Chronopost to Europe: from the date of dispatch, free delivery within 2 or 6 days, to home with signature.

• UPS :
- for delivery to Free Lance stores to Europe : from the date of dispatch, offered delivery within 2 days.
- to Cyprus and Malta : 20 €, delivery within 4 or 5 days, to home with signature.

• DHL to Switzerland :
- DHL express , delivery fees of 13,90 CHF at your charge, delivery within 1-3 days to home with signature.
- DHL "economy" , delivery fees of 5,90 CHF at your charge, delivery within 2-5 days to home with signature.

The orders are delivered duty paid. There are no extra fees, except delivery costs.

Countries

Transport

Delivery times*

Cost

Germany

Chronopost

2-3 days

Offered

Austria

Chronopost

3-4 days

Offered

Belgium

Chronopost

2 days

Offered

Bulgaria

Chronopost

4-5 days

Offered

Cyprus

UPS

4-5 days

20 €

Croatia

Chronopost

4-5 days

Offered

Denmark

Chronopost

3 days

Offered

Spain (except Balearic Islands,
Canary Islands, Ceuta and Melilla)

Chronopost

2-3 days

Offered

Estonia

Chronopost

6 days

Offered

Finland

Chronopost

4-5 days

Offered

Greece

Chronopost

6-7 days

Offered

Hungary

Chronopost

3-4 days

Offered

Ireland

Chronopost

3 days

Offered

Italy (except Vatican, San Marino)

Chronopost

2-3 days

Offered

Latvia

Chronopost

4-5 days

Offered

Lithuania

Chronopost

4 days

Offered

Luxembourg

Chronopost

2 days

Offered

Malta

UPS

4-5 days

20 €

Netherlands

Chronopost

2 days

Offered

Poland

Chronopost

3 days

Offered

Portugal (except Madeira and Azores)

Chronopost

2-3 days

Offered

Czech Republic

Chronopost

3 days

Offered

Romania

Chronopost

4 days

Offered

Slovakia

Chronopost

3 days

Offered

Slovenia

Chronopost

3-4 days

Offered

Sweden

Chronopost

4-6 days

Offered

Switzerland

DHL express

1-3 days

13,90 CHF

DHL economy

2-5 days

5,90 CHF

*Delivery times are only given by Chronopost, UPS and DHL as an estimate.

No delivery to French Overseas Departments and territories, Liechtenstein.

Orders received for these destinations will be cancelled.

We cannot be held responsible for the delivery delays, due to force majeure beyond our control (social movements, weather conditions,etc...)

Security

Your order will be delivered from Monday to Saturday between 9 am and 1 pm. If it is impossible to deliver your parcel in your mailbox, a delivery notification will be left indicating the date and address of a post office or a pick-up store where you can collect your parcel upon presentation of an identity proof .

As from the date mentioned on the delivery notification, you have 15 days to collect your parcel. After this deadline, the parcel will be automatically returned to the shipper..

Place of dispatch

We send all orders from our warehouse in la Gaubretière in France (Vendée).

Status of your order

After logging in to your account, you can track your order in the section « My orders » in the column « status ».

Tracking your parcel

After logging into your account, in the section "My orders", click on the reference of your order in the first column. Then the section "follow your order’s status step-by-step" appears. Click on the link indicating the tracking number, above your delivery address to be directed to the carrier site. If you already have your tracking number, you can track your parcel through our carriers’ sites:

socolissimo.fr

chronopost.fr

UPS

DHL

Choice of delivery date and time

Unfortunately, it is not possible to choose the delivery date and time. 

I still have not received my order

- First check the status of your order: After logging in to your account, in the section "My orders", in the column « status ». 

- Make sure your delivery address is correct.

- If your parcel is considered delivered and yet you still not have received your order, please send us within 3 days after the delivery: a copy of both sides of your identity card, a handwritten letter of complaint about the non-receipt, and a proof of address so that we can open a complaint file to the carrier. For the investigation, the carrier may ask you to file a complaint with the law enforcement agencies.

Order partially delivered or damaged

If you receive the parcel either open, in bad condition, or damaged please give details of any anomalies on the delivery slip with the delivery agent. Any damage must be reported to us within 2 days after delivery. To open a complaint file to the carrier, we will need pictures showing the impact on the parcel and on the shoes. 

Free Lance stores delivery

Delivery to our Free Lance stores is now available by UPS.