Frequently Asked Questions
How do I reset my password?
First of all, make sure you have created an account with us! You may have placed an order with us as a guest, and in this case, inevitably, you do not have a password...
Do not forget to check your spam or unwanted mail folders, it happens that this email slips there.
I can't access my account, why?
You have already purchased from us, but when you try to log in, the site does not recognize you. And when you ask to resend a password, you get the following error message: “No account associated with this email was found. »
Don't worry, it's most likely because you actually ordered without creating an account with us. On ARTHUR, like on many sites today, you can place an order as a simple guest, and it's much more practical :)
I placed an order as a guest, how do I activate my account?
You have already placed an order with us, but you have not created an account? Do not panic !
Contact our Customer Service on +33 (0)1 87 20 90 40 or via our contact form and we will send you an account activation email. There you will find a link to set your password. Your customer account will be activated and you will find the history of your orders as well as the accumulation of your loyalty points!
How do I delete my account?
Are you leaving us already?
In accordance with the regulations applicable to personal data, you have a right of access, rectification, opposition, limitation of processing, erasure and portability of your data which you can exercise by contacting our Customer Service on +33 (0)1 87 20 90 40 or by email via our contact form .
How to order online ?
Select the item you want, select your size and click "Add to Cart". Once your purchases are complete, click on “My basket” then on “Order”. Then, let yourself be guided through the different steps.
How do I modify my order?
For any modification of delivery or cancellation of order, in the hours following your purchase, you can contact our Customer Service on +33 (0)1 87 20 90 40 or via our contact form .
As a reminder, our Customer Service is open Monday to Friday from 9:00 a.m. to 1:00 p.m. and then from 2:00 p.m. to 5:00 p.m.
How to track my order ?
To follow the status of your order, go to "My account", then "My orders".
I have not received an order and shipping confirmation, what should I do?
The following checks should resolve the issue:
- Check your "junk mail" folder in your email box
- Log in to your account and verify the email address you provided to place your order
- Check in the "My orders" section of your customer account if your order has been registered
If despite everything you cannot find the confirmation email, do not hesitate to contact our Customer Service who will do their best to help you.
What payment methods are offered?
Payment for your order can be made by credit card (Visa, MasterCard) or PayPal.
Credit card payments are authenticated using the 3-D Secure system. After validating your bank details, you will receive a notification on your bank's app. You can then identify yourself using a password or your fingerprint. Once the authentication has been validated, your order is finalized: you will receive an order confirmation email.
For any questions regarding 3D Secure, we invite you to contact your bank directly.
Promotions and Benefits
How do I use my promotional code / gift card?
All you have to do is enter the code that was sent to you in the “gift card or promo code” box on the “Basket” page.
Note: if the amount of your promotional code or your credit is less than the value of your purchase, you will have to complete your payment by credit card or Paypal.
How to benefit from the Anyone four a pack offer?
The Anyone four a pack offer is as follows: 3 underwear purchased, the 4th FREE, valid on pairs of socks, boxers, underpants or panties, excluding sales, barred prices, clearance sales and commercial operations.
All you have to do is fill in 4 items in your basket to benefit from free delivery on the 4th item. The offer is automatically applied to the cheapest product. The operation is available in the store network and on the ARTHUR website.
See the list of products eligible for the offer here.
How does the loyalty program work?
You earn 1 point for every €1 spent on our site.
The more points you accumulate, the better your advantage will be!
- 100 Points = Free delivery
- 200 Points = €10 ARTHUR voucher
- 400 Points = €20 ARTHUR voucher
- 600 Points = €30 ARTHUR voucher
- 800 Points = €40 ARTHUR voucher
The vouchers cannot be combined with other codes or current offers and are only valid on the site.
Your points do not expire! Your reward expires after just 1 year from being issued.
Here's how to use your points:
1. Log in to your customer account
2. Click on the white crown in the red box at the bottom left of your screen. Your benefits window will open.
3. Click on "How do I redeem points?" then select your discount.
4. The selected discount will automatically be applied to your cart.
I used my loyalty points by mistake, what should I do?
You exchanged your points by mistake, without wanting to take advantage of the offer? Do not panic ! A short email or a message to our Customer Service via the contact form indicating the reason for your request will allow you to re-credit your points.
How do I choose my relay point?
When you are about to finalize your order, and you have selected the choice of relay point after payment, be sure to wait a few moments until you are redirected to a page that will allow you to choose your nearest relay point. . If you have encountered a problem, do not hesitate to contact us by email at email@example.com
How to track my order ?
To follow the delivery of your package, we invite you to go to "My orders". You will be able to retrieve your tracking number and all the information relating to your order.
What are the shipping times?
Any order placed Monday to Friday before 1:00 p.m. will be prepared and shipped the same day.
You will be notified of the delivery of your package directly by email and SMS (remember to look in your spam folder).
You can also check the status of your order and track your package with the tracking number from your ARTHUR customer account in the "My orders" section.
In which countries do you deliver?
The list of countries in which we deliver are: Metropolitan France, Germany, Andorra, Australia, Austria, Belgium, Bulgaria, Canada, Cyprus, Croatia, Denmark, Spain, Estonia, United States, Finland, Greece, Guadeloupe, French Guiana, Hong Kong, Ireland, Israel, Italy, Japan, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Malta, Morocco, Martinique, Mexico, Monaco, Norway, Netherlands, Poland, Portugal, Republic of Korea, Czech Republic, Reunion, Romania, United Kingdom, Singapore, Slovakia, Slovenia, Sweden, Switzerland, Ukraine.
For countries outside the European Union, customs fees may apply. They are your responsibility and will be requested upon delivery of your package by the country's customs office.
For deliveries outside France to many countries around the world, the www.arthur.fr website offers delivery via Colissimo international with our partner ColisExpat in order to deliver to you worldwide. The principle is simple: ARHTUR delivers a ColisExpat address and ColisExpat forwards your order anywhere in the world! For more information and to obtain an address in France, go here.
How much are the shipping costs?
For deliveries made outside the European Union, including Switzerland, customs charges may be applied and will be the responsibility of the customer.
Colissimo Point Relais: within 3 to 5 working days, €3.95
Colissimo at home: within 2 to 3 working days, €4.95
Chronopost: within 2 working days, €9.95
Withdrawal from the ARTHUR store: within 5 working days, free delivery
Colissimo Europe: within 6 working days, €9.95
Colissimo Monde: within 8 working days, €9.95
There is an error in my package, what should I do?
We are sincerely sorry that there was an error in your package. We are committed to offering you orders that are always better prepared, and carry out several checks during the preparation of these.
However, if you have had a problem, you have 30 days from the date of receipt to return your order to us. Upon receipt of your return in our warehouse, you will be refunded within 5 to 10 days. Do not hesitate to consult the “Exchanges and refunds” section to find out more about the terms and conditions.
I have not received my order although it is indicated as delivered, what should I do?
If you have chosen standard or express home delivery, we invite you to contact your neighbors or caretaker first.
If your research is unsuccessful, we advise you to contact La Poste at 3631 for more information on tracking your package and thus file a complaint.
If you have chosen a delivery to a Relay Point or to a store, we invite you to contact them directly first!
If your package has not been found, contact Customer Service by telephone on +33 (0)1 87 20 90 40 or by email via our contact form .
Exchange and refunds
How to return a product ? (delivery in metropolitan France)
For all exchange or refund requests, make sure that the items are intact, in their original packaging with the tags attached to the product.
- Fill in your return information here
- Once your declaration has been made, you will receive your return label by email. Print it and stick it on your package which must be securely closed.
- Return your parcel by La Poste or Relais Colis and ensure that a date stamp is affixed to your proof of deposit.
You can also drop your package in your mailbox. Follow these steps:
- Go to: https://www.laposte.fr/particulier/retourbal/formulaire
- Fill in your 13-character parcel number, starting with "8R...". This number is located on the return label under the first barcode.
- Drop your package in your mailbox for it to be picked up the next day.
Once your return has been received, the returned products will be exchanged or refunded to you within 7 days.
How to return a product ? (international delivery)
For all return requests, simply send your item intact in its original packaging, along with the reason for return and the order number. You must therefore place your product in a packing box in order to return it to us at the following address:
2JDL SAS - INTERNET RETURN
176 rue d'Estienne d'Orves
92702 Colombes Cedex
Are return costs refunded?
Items purchased on the site may be returned for an exchange or refund request.
ARTHUR covers the return costs for any order delivered in mainland France.
Return costs are the responsibility of the customer for all orders shipped internationally.
Can I make a return directly to the store?
For the moment, purchases made online cannot be returned in store.
Do you offer a size guide?
ARTHUR folds in 4 for your comfort! Our size guide is valid for all our pieces, from underwear to pajamas. It is accessible here.
We advise you to choose your usual size when purchasing. For each product, you will find a "Guide" link, next to "Size".
What should I do if my product has a defect?
We invite you to contact Customer Service directly at firstname.lastname@example.org attaching if possible a photo of the item in question with an explanatory note of the defect noted.
We will do an initial assessment with our Quality Department and then we will contact you to give you the procedure to follow.