Nothing could be simpler than placing an order on the kaporal.com site. Simply browse our various categories: Men, Women, Boys, Girls, or use our search engine (at the top of the page). Discover our ranges and find items made for you, add them to your basket by clicking on the "Add to basket" button and continue shopping on the site. Once your order is finalised, go to your basket, click on "Order", and follow the instructions.
Has my order definitely been confirmed?
Once your payment has been confirmed, a message appears on the screen and immediately tells you that your payment has been successful. A confirmation email is then sent to you telling you that the order you placed and your payment have been confirmed. View your orders via your account by clicking on the "My Orders" section.
How do I track my order?
You can track your order for all deliveries to France and abroad. Once your order has been shipped, you will receive an email with a tracking link so you can track the shipping of your package directly via the courier's website.
What should I do if an item is missing from my order?
If you notice that an item is missing from your order, please contact our Customer Service by email at
serviceclient@kaporal.com
, specifying your order number as well as the reference number of the item not received.
What should I do if I've received a defective item?
If you notice that one of the items in your order is defective, please contact our Customer Service by email at
serviceclient@kaporal.com
, specifying your order number, the reference number and attaching a photo of the item in question. We will get back to you as soon as possible.
Can I change or cancel my order once it has been paid?
Once the order has been confirmed, we cannot change or cancel your order. This means you cannot change the size or colour of an item, remove one, change the model, change the delivery address or change the payment method.
An item is out of stock from my order.
We know how frustrating it can be to find an item you really want, and it turns out to be sold out. In fact, some of our products end up being so popular that they may be out of stock already when your order is being processed.
Our orders are delivered, on average, within 5 to 7 days. Once your package has been dispatched, you will receive an email so you can track the shipping of your package directly via the courier's website. During sales periods, our lead times may be a little longer. But don't worry, even so, we process all our orders and you will soon get yours.
What happens if my order status shows "being processed"?
The "being processed" status means we are packing your order so that it's ready to be dispatched soon.
During sales periods, this status may continue to show for longer than usual.
We always do our best to get our orders to you as soon as possible.
How do I track my order?
You can track your order for all deliveries to France and abroad. Once your order has been shipped, you will receive an email with a tracking link so you can track the shipping of your package directly via the courier's website.
What should I do if my order is late?
If your order is late, we're here to help. Please check a few things first before contacting us.
Check your confirmation email or log in to your customer area to check the status of your order. If the status is showing as "shipped", you can track your order by clicking the link available and thus monitor its shipping directly via the courier's website.
Check that you have not received a delivery slip or an email from the courier. Your package could actually be in a post office or a selected collection point already.
Check with your neighbours to make sure they have not picked up the package in your absence if it was a home delivery.
If you still haven't located your package after checking all of the above, please contact us using our
contact form
or by email at
serviceclient@kaporal.com
.
Mondial Relay delivery information
If your order is delivered to a collection point via Mondial Relay, you will receive an email when the package is available at the collection point. You then have 15 days to pick up your order. After this time, the package will return to our warehouses.
La Poste delivery information
If you have chosen to get your package delivered to a La Poste collection point, you then have 15 days to pick up your order. After this time, the package will return to our warehouses.
If you have chosen home delivery and you are absent at the time of delivery, a delivery slip will be left in your letterbox. You then have up to 15 days to pick up your order at the post office written on your delivery slip. After this time, the package will return to our warehouses.
To start the returns process and get a return form, log into your Kaporal customer account
Look at the "my orders" section, select the order in question and click on "return request".
Select the product(s) and reason(s) for return.
Click on “confirm return request”
Confirmation of your return request will be sent to you by email. You can then print your return form
Place your return form and the item(s) in a postal bag or box, for example the one you received your items in.
You will receive your refund via the means of payment you used when confirming your order or in credit based on what you selected when creating your return. You will receive this within 14 days of your package being received at our warehouses.
Do I have to pay for shipping a return?
If you're a Le Klub member:
return fees
are covered by Kaporal.com via Mondial Relay, from mainland France and Belgium
If you're not a Le Klub member: you must cover the return fees except in the specific cases listed in our terms and conditions of sale. To join Le Klub,
click here
What is your return policy?
You have the option of returning your items within 14 days of receiving your order.
Returned items must be new, unworn, still have their labels and must be in resalable condition.
You will receive either credit or a refund depending on what you chose when requesting a return after we have received and processed your return. If it's a refund, you will receive it directly in the account you used to pay for your order.
If you want another size, colour or model, you will have to place a new order on Kaporal.com.
Did you receive the items I returned to you?
After we have received and processed your return, you will receive credit or a refund (based on what you chose during the returns process) within 14 days maximum, and you will receive this in the account you used to pay for your order. If you want to see whether we have received your order at our warehouses yet, we suggest you track your package delivery on the website of the courier you used to return your order. When you give your package to the courier, they will give you a proof of posting slip that you must keep and which you can use to track your package.
Will you reimburse me for the shipping costs?
You are responsible for the shipping costs.
What do I do if I have no means of printing my return form?
If you can't print the return form you were given during the returns process, please use the delivery slip you received with your order and include it in your return package.
The return address is shown at the top of your delivery slip.
What do I do if I've lost my delivery slip?
Can't find your delivery slip?
Don't worry, you can download a new one by logging into your Kaporal customer account and heading to the returns section.
What happens to refunds if my bank card has passed its expiry date?
Don't worry, your refund will go automatically to the bank account you used when paying for your order. If you can't see our refund on your bank or PayPal account, feel free to contact us by email at
serviceclient@kaporal.com
or via the
contact form
You cannot reserve products on our online store. However, we do have e-reservation which will show you whether a product is available so you can reserve it in store.
Reserve on Kaporal.com and try in store.
You can reserve free of charge and without any obligation to purchase by clicking on the "Reserve in store" button directly via the product's page.
Your reservation will be confirmed, in under 2 hours, by email or text and will be kept in store for 2 days.
Go to your store: Try it on and pay for your purchase directly in store if it suits you.
If you want to see the contact details for our stores, head to the store space on our site via the following link:
Find my nearest store
The item I'm looking for is out of stock. Will it be restocked?
If you want to know whether an item will be available again, you can contact Customer Service by email or the
contact form
. If the item you want is from our "outlet" department, then there won't be a restock.
Do you have a Kaporal store?
You can see our stores on the website under the "stores" section and enter the postcode or name of your town or city, or click on this link:
Find my nearest store
.
The promo code must be entered in the "promo code" field, then you must click "confirm" to apply your discount. Make sure you check your discount was definitely applied before paying for your order. If you didn't use your code on your first order, you can use it on your next order on our online store.
How do I pay for my order?
On Kaporal.com you can pay with the following payment methods:
By bank card: Carte Bleue, Visa, or Mastercard, (must be issued in France).
By PayPal
By using credit you were issued by Kaporal. If you use credit, the amount of credit available and the option of using it will show as soon as you confirm your order. If your order total is lower than your credit total, you will see your remaining credit showing as still available on your Kaporal account.
Please note that in all cases payment is only debited when we send your products. Only products that are sent are therefore billed and debited from your account.
When will the money go out of my account after confirming my order?
You will receive a confirmation email about your order, and another when it is shipped. The money will be debited when we ship your order. If your order has been rejected, you won't be debited for your order and you won't receive an order confirmation message.
Can I use more than one promo code at once?
You can't use multiple promo codes in the same order.
Promo codes cannot be combined.
You can only use one promo code per order
How secure is bank card payment on your site?
At Kaporal, we take fraud seriously, so payment is fully secure thanks to Payline, the online payment solution by our banking partner, Crédit Mutuel Arkéa.
Your bank details will be fully encrypted when circulating online, meaning that they are coded and completely unreadable. Your bank details are never seen or stored by Kaporal. This is because when you enter your bank card details to purchase anything on Kaporal.com, you are only and exclusively sending them to Crédit Mutuel Arkéa via their Payline solution and not to Kaporal.
Kaporal chose the Payline solution to guarantee that our customers have the highest standards of online payment security. This solution is used by extremely secure sites like the Amazon France or Française des Jeux sites.
How do I get an invoice?
With every order, you are issued an invoice in a downloadable PDF format in your customer space. To access your customer space, log in and click on "login" at the top right of our homepage and then on "My orders". Next, look at the details for your individual orders.
If you want to unsubscribe from the Kaporal newsletter, please click on the link in any of our newsletters. If you keep receiving emails, contact Customer Service by email at
serviceclient@kaporal.com
or via the
contact form
Problems confirming an order?
If you're using Internet Explorer, you may get connection issues with the site. We advise you to update your browser or pick a different one (Google Chrome or Mozilla Firefox).
How do I change my account details on my Kaporal.com account?
Once you've created your account on kaporal.com, you can log into your account by clicking "Login" and then change your personal details (password, email address, delivery and billing addresses). If you haven't been on our site for a while, it's best to check your account to make sure all of this information is up to date.
What do I do if I don't get your emails and newsletters?
After creating your account and/or placing your first order, you will receive several emails such as Kaporal newsletters, order and shipping and returns confirmations, as well as replies from Customer Service.
Potentially your email account may consider our emails as undesirable or spam.
Make sure you're using the email address you entered when creating your Kaporal customer account. You just need to log into your account to check that.
If you're still experiencing problems, contact our Customer Service by email at serviceclient@kaporal.com or via the contact form (add the page link), and give us as many details as possible about the issue you are encountering and we will do our best to help you.
Order
Delivery
Returns and refunds
Products & Stock
Payment and Codes
Technical