Frequently Asked Questions - Méduse

Customer Account
Can I keep my cart from one visit to another to save products?
Your cart will be saved from one visit to another, but the items will not be reserved. Therefore, some products may be out of stock during your next visit.

I forgot my password, how do I log into my account?
If you forgot your password, click on "Forgot your password?" to receive an email with your login credentials. If you don't receive anything, your email address may be incorrect. In this case, please contact our customer service.

How do I delete my customer account?
If you wish to delete your customer account, please request this in writing to customer service.

Products
Do your shoes fit normally? How do I choose the right size?
You can refer to our "Size Guide." If you're between two sizes, we recommend choosing the larger one.

My pair of shoes is defective, what should I do?
If you bought your shoes in-store, please return to the store where you made your purchase. If the store confirms it's a manufacturing defect, they will exchange your pair and may contact us afterward.
If you purchased your shoes on our website, please contact customer service, and they will guide you through the process.

Where are your products made?
Méduse is a French brand, and 85% of our models are made in France at our Beaupréau factory. Our raw material supplier is located 20 km from our manufacturing facility.
15% of our collection models are made in Morocco with our historical partner in a reasonable manner to maintain an affordable purchase price for the final consumer.

All shoes are made with the same 100% recyclable French PVC and guaranteed phthalate-free.

The origin of the products is indicated on the soles of all boots and sandals.

Our products meet the standards of the Innoshoe charter, which ensures compliance with safety checks throughout the production chain.
The HB Group is also one of the founding members of the INNOSHOE Charter.

What is Innoshoe?
Innoshoe is a safety charter signed by shoe manufacturers, guaranteeing consumers safe and non-harmful products for their feet.
The goal of the charter is to protect consumers, ensuring that products are harmless, safe, and not detrimental to health.

You can wear your Méduse products without moderation and with complete peace of mind!

My Order
How can I cancel or modify my order?
You can cancel or modify your order if it has not yet been processed by our warehouses. Any changes to your order will be considered on the same day, provided you notify us by email at boutique@meduse.com before the scheduled shipping date.

I just placed an order but haven't received a confirmation email, what should I do?
Check your "Spam" folder in your email inbox.
If you still can't find the confirmation email, feel free to contact us; we're here to help.

An item is missing from my order, what should I do?
If an item is missing from your package, please check the delivery note included in your package and contact our customer service by phone at +33 2 41 63 90 43 or by email at contact@meduse.com.

I placed a pre-order, when will it be shipped?
Your order is awaiting restocking; please check the product page for the expected shipping date. Once the product(s) are out of production, you will be notified by email on the day your order is prepared and shipped.

Payment
What payment methods are accepted?
We accept payments via credit card, Apple Pay, PayPal, or check.
Payments are fully secured with the 3D Secure system.

Which credit cards are accepted?
You can use the following credit cards: Visa, MasterCard, Eurocard MasterCard.

How is payment secured?
The Méduse online store uses the secure payment solution 3D SECURE.
Thanks to this system, you can make payments securely and will recognize this security by the "Secure Payment" notice on the payment page.

Why is my order showing "payment error"?
A payment error means the banking transaction did not go through for various reasons: insufficient funds, credit limit reached, connection issues, or authentication failure (not receiving the security code, entering the code too late, etc.).
Your order will not be validated, and we recommend retrying your payment.
If the payment still fails, please contact your bank.
If your account has been debited, feel free to contact our customer service.

Shipping
What is the delivery time for my order?
Your order will be processed and shipped within 48 hours. Then, it will take 2 to 5 days in France, depending on your delivery zone. For international deliveries, shipping times may vary.

How can I track my package?
Once your order leaves our warehouse, you will receive a shipping confirmation email with a tracking link that will allow you to follow your package.
The tracking link is also available in your customer account under the "Order History" section.
Click on the relevant order and then on the tracking link to see your package's progress until delivery.

Returns and Refunds
What is the return policy?
We only offer refunds.
You have 15 days from the receipt of your order to return it at your own expense.

To return an item:

1. Complete the return form provided with your order.

2. Place it inside the package before sending it back.
   Once we receive your package, we will process your refund to the account used for payment within a maximum of 15 days.

What are the conditions for returning a product?
All returned products (shoes, original packaging, accessories, instructions, etc.) must be new, unused, and in their original, undamaged box with no writing.
The customer has 15 working days from the receipt of the goods to return the item(s) at their own expense. Upon receiving the returned items, Méduse will inspect the condition of the products. No returns will be accepted, and no refunds will be issued if the items are visibly used or damaged.

What is the time frame for returning a defective product and what is the procedure?
Here’s the procedure for returning a defective product:

1. Contact us by email at contact@meduse.com within 15 days of receiving your order to inform us about the defective product and send a photo.

2. If we confirm that it's a manufacturing defect, we will refund your pair of shoes.

There is a mistake in my delivery, what should I do?
Here’s the procedure for returning your package:

1. Contact us by email at contact@meduse.com within 15 days of receiving your order.

2. Prepare your package along with the return form we’ll send you.

3. Attach the return label to your package.

4. Drop off the package at a relay point or in your mailbox after following the necessary steps on the La Poste website.

5. Upon receiving your package, we will refund you via bank transfer according to your choice.

For more information, please refer to our terms and conditions of sale.

If you didn’t find the answer to your question, feel free to email us at contact@meduse.com :)