FAQ

Customer account

Can I save the items in my shopping basket, if I return to the website?

Unfortunately, it is not possible to save the items in your basket if you leave and then return to the website. If you leave our site without having finished your order, your basket will automatically be cancelled.

 

I forgot my password, how do I login to my account?

If you have forgotten your password, just click on 'forgot your password?' and you will receive a hint for your password in your inbox.

Payment

What are the accepted payment methods?

We only accept credit / debit card payments.
Payments are secured via 3D Secure system.

 

What credit cards are accepted?

You can use the following credit cards: Visa, MasterCard, Eurocard MasterCard

 

How secure is the payment?

The MEDUSE® online store uses the 3D SECURE solution. Thanks to this system, you can make your payments securely which you can acknowledge with 'Secure Payment' which appears on the payment page.

Products

Are your shoes the right fit? How do you choose the right size?

We recommend you to order your usual size.

For boots, you will find a 'guide for sizes' on our website with the size of the calf and the height of the boot for each size. This should help you to choose the right size.

 

My shoes are faulty - what should I do?

If you have bought a faulty pair of shoes in-store, we recommend you to return your item to the store where you made your purchase: if the store confirms that it's a manufacturing fault, they will exchange it for a new one. They might have to contact you again after the exchange.

If you made your purchase on the MEDUSE.CO website:

Here is the procedure to follow:

1 ° Contact our after-sales service by email at sav@meduse.co or by phone at +33 (0)2.41.63.01.45.

2 ° Explain the defect to us in the email and attach a picture that shows this defect

3 ° If our after-sales service confirms that this is a manufacturing defect, we will give you a return number and send you a return note.

4 ° Prepare your parcel without forgetting to enclose the return slip and return it to the address indicated on this slip.

5 ° An exchange or refund will be made according to your choice.

Do not hesitate to contact us if you have any questions.

Delivery

How long will it take to receive my order?

Your order will be processed and shipped within 48 hours. You must take into account that the delivery of your package may take longer depending on where you live.

My order

How do I cancel or change my order?

You have the option to cancel or change your order if it has not yet been processed by our warehouse.

Any changes to your order will be taken into account the same day, provided you notify us by email (boutique@meduse.co) before the scheduled date of your shipment order. 

Returns and refunds

Please contact us directly with a picture of your faulty product along with an explanation by email at meduseoriginal@gmail.com.

 

There is a problem with my delivery. What shall I do?

Please contact us by email at contact@meduse.co

 

I received my pair but I want to exchange for another size, how should I proceed?  
 

Here is the correct procedure to return your package:
 
1 / Contact us by email at contact@meduse.co within 30 days after you received your order, by email or phone to notify us that you wish to exchange your pair of shoes; we will send you the procedure and the label to return the package.
 
2 / Return the pair you wish to exchange. Please note that you will need to pay for the return costs. 
 
3 / The exchange will take place once your parcel is received: we will take care of the costs of sending the new pair back to you.