FREQUENTLY ASKED QUESTIONS
Need help with your account, order, delivery times or warranty?
Find the most frequently asked questions.
MY ORDER
What are your delivery options?
FRANCE
- Free delivery to point relais from 59€
- Free standard home delivery from 59€
- Express delivery 24H-48H TNT 9.99€ with signature (order placed before 12pm, delivered the next day if working day. It is imperative to provide a delivery address and that a physical person can receive the package with signature).
BELGIUM
- Free standard home delivery for orders over €59
- Free relay point delivery for orders over €59
SWITZERLAND
- Standard delivery €10
EUROPE
- Standard delivery €10
- Free standard delivery from €200
DOM-TOM
- Standard delivery €12
INTERNATIONAL
- Standard delivery €25
What are the delivery times?
We make every effort to prepare your orders the same day. Orders placed after 4pm will be prepared the following day.
FRANCE
- Standard delivery: 2 to 3 working days
- TNT express delivery: Orders placed before 12 p.m. will be delivered within 24-28 working days.
- It is imperative that you provide a delivery address and that someone can receive the parcel.
BELGIUM
- Standard delivery: 3 to 7 working days
SWITZERLAND
- Standard delivery: 3 to 7 working days
EUROPE
- Standard delivery: 3 to 7 working days
DOM-TOM
- Standard delivery: 9 to 14 working days
INTERNATIONAL
- Standard delivery: 9 to 14 working days
For deliveries outside France, delivery times may be slightly longer.
Do you deliver abroad?
We currently deliver to all countries in the European Union and internationally without limit. For orders placed outside France, delivery times may vary slightly depending on the destination.
For deliveries abroad, the recipient may be required to pay delivery and customs charges, depending on the legislation in force in the destination country.
Can I exchange or return my order?
You want to return your Flotte Because it does not meet your expectations or, because it is not at your size? Do not worry, you have a period of 14 days to return or exchange your order in order to carry out an exchange or a refund. Personalized items cannot be exchanged and/or refunds.
With simplified feedback, just access the return portal per here.
In the event of an exchange, the return to Europe is free. Return costs will be automatically deducted from your refund. The refund is made within 14 days.
Return rates:
€ 4.90: France
€ 9.90: Germany, Austria, Belgium, Spain, Ireland, Italy, Luxembourg, Netherlands, Portugal, United Kingdom
15 €: other countries
How long does it take to return my order?
Once you have received your order, you have 14 working days to return it. After this period, you can no longer make a return.
How do I return my order?
All returns must be sent by post. Returned items must be sent in their original condition and packaging, including labels. They must not be worn, washed or soiled.
How can I pay?
Visa, Visa Electron, Mastercard, American Express, and Apple Pay. For payment by debit card or American Express, settlement will be made in real time.
For more information, please consult our terms and conditions.
How can I order?
Once you've selected your items, you can modify your basket in the box at the top left of your screen.
To proceed to checkout, click on the "Pay" tab and enter your personal details, including e-mail address, delivery address and telephone number. An invoice will be sent to you by e-mail with confirmation of your purchase.
Can I change/cancel my order?
You have 1 hour to modify or cancel your order by contacting us by e-mail or by chat. Once your order has been validated, we will not be able to make any changes.
When will I receive my order?
Once your order has been made in our online store, we proceed to its treatment within 24 hours in our workshop.
Once your package has been entrusted to a carrier, we send you its tracking number via email or by SMS and you just have to wait between 2 to 3 working days (in France) to take advantage of your order Flotte.
How can I track the delivery of my order?
To track your parcel, all you need is the tracking number you received by e-mail, or connect to the carrier's website to check its status.
I haven't received my order, what should I do?
If you have not received your parcel even though our carrier has identified it as delivered, please contact us by e-mail or via chat. We sincerely apologize for the inconvenience and will resolve this small problem as soon as possible.
I've received a product in poor condition. What should I do?
Quality control is carried out by our workshop before each shipment. If, however, you receive damaged items, please contact us by e-mail or via chat.
I received an incomplete order.
We are very sorry if this is the case. We invite you to contact us by e-mail or via chat to resolve the situation as quickly as possible by returning the missing item.
How to maintain my room Flotte ?
For the maintenance of the parts we advise you to consult our article on the subject, it is here!
What payment methods are accepted?
Accepted payment methods are: Paypal, Visa, Carte bleue, Mastercard, American Express, Apple Pay, Scalapay, BanContact
- Payment by Scalapay :
3x payment free of charge, for orders over 150 euros. Partial payments by gift cards are not available with this payment solution. Payment is made in three instalments: 1st instalment at the time of purchase, 2nd instalment 1 month after the day of purchase, 3rd instalment 2 months after the day of purchase.
Is my payment secure?
Your banking information is only used as part of your purchase on www.flotte.fr, thanks to a secure payment gateway which is in accordance with the European DSP2 directive and the strong authentication of the customer. No banking information concerning you will be preserved. In addition, our website is 100% secure (HTTPS) and is hosted at OVH, our French supplier.
MY ACCOUNT
How do I create my account?
To create your account, just click here. Otherwise, you can also create your account when purchasing.
My e-mail address has been refused. What should I do?
If your e-mail address was refused when you created your account, please check that it is correct and spelled correctly. An automatic verification system is set up to validate your e-mail address to ensure that we receive your order confirmation and dispatch e-mails.
Is my information secure?
All the personal information you provide to us to process your order or when creating your account will be used exclusively within the framework of our commercial relationship. Under no circumstances will your information be communicated, shared or sold to third parties.
In accordance with the French Data Protection Act of January 6, 1978, you have the right to access and rectify your personal data.
Can I change my personal information?
To modify your personal information, such as your billing address or postal address, simply click on "Modify addresses" in your personal space. You can then modify and/or add a new address.
I've forgotten my password. How can I change it?
If you've forgotten your password, don't worry! When you log in, click on "Forgot your password?" then enter your e-mail address so that we can send you an e-mail message to recover it.
THE LOYALTY PROGRAM
How the loyalty program Flotte Club works?
The program operates on the basis of € 1 spent = 1 point. You accumulate points with each order, whether on the e-shop or in the store Flotte. From 150 points, you get exclusive rewards.
The codes are not cumulative. The codes are valid for a single use and have a validity duration of 12 months (with the exception of the awards offered for life for the platinum level).
How do I reach him?
You can reach the club by simply creating a customer account. As soon as you reach 150 points (equivalent to € 150 spent), whether on the e-shop or in Flotte, You automatically become a member!
What are the different levels?
The bearings are allocated according to the number of points accumulated. The more points you accumulate, the more you access exclusive rewards.
THE Flotte Club includes 4 statutes:
- Bronze: between 150-299 points (€ spent)
- money: between 300-599 points (€ spent)
- Gold: between 600-1199 points (€ spent)
- Platinum: more than 1,200 points (€ spent)
Is the loyalty program valid in stores?
Yes, you can combine points on your purchases made in the store Flotte.
What are the rewards?
Members of the loyalty program Flotte Club have access to different levels depending on the number of points accumulated. The more points you accumulate, the more you access exclusive rewards. Find them by here.
What are the different levels?
The bearings are allocated according to the number of points accumulated. The more points you accumulate, the more you access exclusive rewards.
THE Flotte Club includes 4 statutes:
- Bronze: between 150-299 points (€ spent)
- money: between 300-599 points (€ spent)
- Gold: between 600-1199 points (€ spent)
- Platinum: more than 1,200 points (€ spent)
What are the rewards?
Members of the loyalty program Flotte Club have access to different levels depending on the number of points accumulated. The more points you accumulate, the more you access exclusive rewards. Find them by here.
How can I find out about my status and rewards?
Find out your email address in the insert reserved for the above members. Your status and rewards will be sent to you by email.
If you do not receive an email, send us a message to Hello@flotte.fr
How long is my status valid?
Your loyalty status is valid for life once you've achieved it. Your points are kept for life.
Only rewards expire after 12 months, if they have not been used since they were awarded (with the exception of rewards offered for life for Platinum level).
Are rewards cumulative?
Codes cannot be accumulated. With the exception of the Platinum level, codes are valid for a single use and are valid for 12 months.
How do I receive my rewards?
The points and rewards will be sent to you automatically by email within 20 days of the date of the order.
Need help?
Inform your email address in the insert reserved for members on this page. Your status and awards will be sent to you again by Email.
How can I enjoy my rewards?
- Receive your personalized codes by email.
- Copy one of the codes and add it to your shopping cart.
Codes are not cumulative. Codes are valid for a single use and are valid for 12 months (with the exception of lifetime rewards for the Platinum level).
Are previous orders accounted for?
Yes, the points of all orders placed (with the same e-mail address) are counted.
Can my points expire?
Points are valid for life. Only rewards expire after 12 months, if they have not been used since they were awarded (with the exception of the Platinum tier).
Can my rewards expire?
Yes, rewards expire after 12 months if not used since they were awarded (with the exception of lifetime rewards for Platinum level).
I have placed an order and my points are not updated.
Two cases may arise:
- Your purchase was made less than 20 days ago. Please note that during this period, the accumulated points will be put on hold subject to refund. If one or more items are reimbursed, the corresponding points will then be adjusted. In addition, the rewards and associated codes will be sent by email within 20 days of the date of shipment.
- You made a purchase in store but the email address was not provided during the checkout. Therefore, it is impossible for us to connect the points you have accumulated on your account. So be sure to communicate your e-mail address during each checkout to accumulate points and get advantages.
If you always encounter difficulties after this period, and this does not concern a refund, please write to us to Hello@flotte.fr
THE BRAND
When was the brand created?
Flotte was created in January 2020 a little before the health crisis (not the best time to launch a new brand ...) nevertheless, we were able to adapt and develop our collections as well as our teams.
Today, we are proud to say that we are a French brand, because all of our creation, logistical, marketing and commercial teams are located in Paris. We are happy to participate on our scale in the evolution of an eco-responsible brand.
What is the origin of the word Flotte and logo?
Like many of you, when it rains, we use this typically French expression: "He flotte ».
At the house of Flotte, We were keen to highlight this word from the French slang and to make it known internationally!
Why this logo?
◦ The drop of water represents the "o" of Flotte And our raison d'être, the rain.
◦ The small slit at the level of the circle echoes our disruptive side, treated the rain differently through color and positive attitude. It also refers to the power of water, which changes shapes.
◦ Finally, the colors recall those of France, our roots and our source of inspiration! All our pieces are designed in Paris.
Where are your clothes made?
Our garments are researched and designed in Paris and manufactured in Asia in a workshop specializing in recycled outerwear. The manufacture of our garments requires special technical skills and know-how that cannot be found elsewhere. That's why we work with partners in China. It's in this part of the world that we now find the largest production facilities, which meet our specifications.
Our raw materials and production system enable us to guarantee quality without having to transport raw materials. What's more, our collections are produced in limited quantities, thus avoiding textile overproduction.
Our partners in China are BSCI-certified, and the wages of the craftsmen we work with are above average. One of our teams visits the workshops several times a year to monitor production and carry out a social audit of the manufacturing chain.
Our products are sold internationally in over 250 points of sale (in Europe, Australia, Canada, Japan, etc.), and all production is carried out in a single location. The raw materials and the production system enable us to guarantee quality without multiplying product transport.
Do you have points of sale?
You can find all points of sale Flotte in France and internationally here:
https://www.flotte.FR/Pages/Store-Locator
Do you have a sale?
At the house of Flotte, We do not make sales for the following reasons:
1/ Our collections are timeless.
2/ We are engaged against overproduction, that is why we produce in limited quantity. The majority of our production is based on pre-order. So we don't really have "unsold". On the contrary, when the size or color is available it is necessary to go for it!
3/ This policy of non -overproduction and timeless allows us to guarantee fair prices all year round. Without discount at all costs.
