Customer Service

PAYMENT

METHOD OF PAYMENT

Payment methods accepted on ESCALES Shop Online are: Visa, Mastercard, American Express, Paypal, Sofort (Germany, Switzerland, Belgium, Austria), iDeal (Netherlands), Yandex (Russia), JCB (Japan) and UnionPay (China). Multiple payments are not accepted.

ARTICLES PRICES

Shop Online prices are the same as the ones in the rest of stores. The shipping costs can be up to the client, depending on the amount of the order and the country of delivery.

CAN I ASK FOR TAX FREE?

ESCALES Shop Online is unable to provide Tax Free.

SECURITY

Protecting your personal details is a top priority for us. For this reason, ESCALES Shop Online uses Secure Socket Layer (SSL) encryption for every transaction in order to ensure that your order is secure. Credit card information is never stored.

SHIPPING

You can choose as shipping address the one that better works for you: your home, your office or another person’s address. In order to offer you the best service, we have chosen UPS to guarantee a fast and secure delivery.

UPS is unable to deliver at PO boxes.

Once UPS has collected your order, you will be able to track it through www.ups.com, thanks to the tracking number you will receive at the shipment moment.

If no one was at the delivery address at the first attempt of delivery, UPS will drop your box at an UPS Access Point, that can be checked with the tracking number or the notification left by the deliverer.

SOME ITEMS MAY BE SHIPPED SEPARATELY

Due to our limited numbered collections, it is possible that some items of a single order may be sent in different parcels. Each shipment will have its own tracking number, that we will be informed to you. You will only be charged one shipping cost per order (in case your order has a shipping cost).

EUROPEAN UNION

Delivery time can take fom 2 to 5 working days (Monday to Friday) for countries from the European Union. In sale period, shipping time can increase. In the current coronavirus situation, deliveries are guaranteed, but delivery times may be slightly affected.

UPS EXPRESS service is used for every shipment outside of Europe. Delivery time is between 3 and 7 working days. In the current coronavirus situation, deliveries are guaranteed, but delivery times may be slightly affected.

Custom and Import Duties Information for non European countries

U.S.A. SHIPPING

Shipment of merchandise imported by one person may be imported free of duties and taxes on orders below 800$. Find more info here.

SHIPPING PRICES

RETURNS AND EXCHANGES

RETURNS

If after receiving the purchased item, you are not satisfied, escales-paris.com gives you the opportunity to exchange (size / color) or return it for a refund, within thirty (30) days. We do not accept any worn, stained, washed or damaged products. Whenever possible, please, send the returned items in it´s original packaging. 

Please note that the following products cannot be returned (unless they are defective):

• perfumes and candles if the packaging has been opened.

• swimsuits and underwear if the protective strip has been removed (Please note that, for hygienic reasons, swimsuits and underwear should be tried over your own underwear without removing the protective strip.)

The expenses related to the return of the Articles will be taken care of by ESCALES in the only cases where the article delivered is different from that which was ordered or if the product is defective.

EUROPEAN UNION

The procedure for returns is the following:

Option 1: Return with UPS label provided by escales-paris.com (deducted from your refund)

1) Send an email to [email protected] with your first and last Name, order number, codes of the articles that are being returned and the reasons for the return.

2) We will send you the UPS return label by email with the contact number to schedule the pickup.

3) Send the return items in it´s original packaging, accompanied by a copy of your purchase invoice.

4) After reception, we will contact you within 48 hours to confirm you the refund of the returned items, deducting the return costs as well as the shipping costs in the case of a full return of your order.

In the event of an exchange, the return costs will have to be paid in advance for obtaining the UPS label. The new shippment costs will be assumed by ESCALES. Customer service dpt. will inform you of the procedure to be followed.

Option 2: return with the carrier of your choice

We recommend to use a carrier that provides you with a tracking number to track the return package shipment. 

1) Send an email to [email protected] with your first and last Name, order number, codes of the articles that are being returned and the reasons for the return.

2) Send the return items in it´s original packaging, accompanied by a copy of your purchase invoice, to the following address:

ESCALES

25 Rue Royale

75008 Paris, France

3) In order to be able to follow this return, we invite you to communicate us the tracking number by email at [email protected] 

4) After reception, we will contact you within 48 hours to confirm the refund of the returned items (deducting the delivery costs in the case of a full return of your order).

UK & INTERNATIONAL

Returns from non-European Union countries must be informed by email to [email protected] and accepted before being sent. Our Customer Service department will respond to you within 48 hours, excluding the weekend and holidays, by sending instructions on how to proceed.

We will send you a UPS return label, the cost of which will be deducted from the refund depending on the country of dispatch. In the event that the client returns the goods in a different way to that indicated by our customer service, ESCALES will not reimburse any additional customs charges that may apply as a result.

After reception, we will contact you within 48 hours to confirm you the refund of the returned items, deducting the return costs as well as the shipping costs in the case of a full return of your order.

EXCHANGES

To make a change of size or color, please contact us through [email protected]

FREE RETURNS AND EXCHANGES IN STORE

It is also possible to return or exchange items in one of our following stores. We remind you that no refund will be made in store. It will be escales-paris.com who will make the refund on your credit card or PayPal account used for the payment.

 In-store Returns must be previously informed by email to [email protected] to be accepted.

REFUNDS

After checking the items returned, we will immediately refund you the amount of the items and notify you by e-mail. The time required to receive the credit on your account depends on your bank and can usually last up to 10 business days.

In case of not receiving the confirmation email within 15 days, please contact the Customer Service Dept.