Frequently asked questions

Return and refund

How to make a return?

You have 14 days from the date of receipt of your package to make your return.

Return procedure :

If you wish to make a return, you must go to the section "Make a return"

You will need to download and complete the return form, which should be enclosed with your parcel.

You must then enclose a copy of your invoice and the return form with your package. The products must, if possible, be returned in their original packaging or at least in packaging that protects the products in conditions comparable to the original packaging. The products must be returned to the following address


If you have any questions you can contact customer service via our Contact us.

What should I do if I have received a damaged or faulty product?

We attach the greatest importance to the quality of our products.

If, however, despite all the quality controls carried out, a defect should occur, we invite you to report it. Please follow the return process.

In the event of a proven defect on our part, we will be able to refund you.

The shipping cost will be at our charge.

What is your exchange policy?

At the moment we do not propose any exchange of products. Therefore, if you wish to exchange your item, we invite you to make a return.

In addition:

- The exchange or refund of a Product ordered on the Site is not possible at an Eden Park shop.

- Eden Park does not accept exchanges or refunds for Products purchased in an Eden Park boutique on the Site.

My orders

How do I change or cancel my order?

It is not possible to cancel or modify your Eden Park order. Indeed, as soon as your basket is validated, your order is sent to our warehouse for preparation and shipping as soon as possible.

However, if you wish to cancel your order, you can refuse the parcel on delivery.

How to book an item in shop

Some products sold online are also available in shop.

On the product page, click on, "Free pick-up in shop" to see the shops where the product is available.

You can then select the shop of your choice and reserve the item. The shop will then confirm the reservation and you can collect your product.

What does the status of my order mean?

Below are the different order statuses visible from the : "My Order": section

Confirmed - You have created an order but we have not yet shipped or processed the order. 

In Transit - Your order has been processed or partially processed but the order has not yet been delivered.

In Delivery - The order has arrived at the sorting centre and will be delivered soon.

Delivered - You have received the order.

Delivery Attempted - The carrier has attempted to deliver your order to the destination address, but delivery has been unsuccessful.

Why was my order canceled?

Your order may have been cancelled due to problems with your credit card.

Please contact your bank for more information. You can also contact our customer service here

How to track my order

You can follow the progress of your parcel via the email sent with your order.

- For a delivery via Colissimo, your parcel will be given to you between 2 and 5 days.

- For a delivery via Chronopost, your parcel will be given to you in 48h.

My account

I have lost my password, how do I log in to my account?

Click on the "Account" icon at the top right of the page, then on « Forgot your password? ». After entering the e-mail address associated with your account, an e-mail will be sent to you allowing you to reset your password.

How to remove my account Eden Park?

If you wish to delete all your data, i.e. your Eden Park account, you must send a request to our customer service here

Why register for the newsletter?

The Eden Park newsletter allows you to be easily informed of the latest news from the brand: events, promotions or new products.

We undertake to keep the frequency of the newsletter low and not to pass on your e-mail address to third parties.


What are the payment options available ?

We offer various payment methods on our e-shop:

- Visa / MasterCard

- American Express

- PayPal

- Apple Pay

My order has been cancelled but I have been debited, what can I do?

In order to be able to refund you, please contact our customer service here

Upon receipt, we will credit the payment method used for the purchase as soon as possible.

I did not receive a payment confirmation

If your credit card payment worked and you have not received an order confirmation email within a few hours, please contact us here


What are the shipping fees ?

Shipping costs are at the customer's expense and depend on the country of delivery. They will be specified when the order is confirmed:

Metropolitan France and Monaco

- Express 14,90€

- Standard 5,90€

Germany, Italy, Luxembourg, Netherlands, Portugal, Belgium, Austria, Spain, Ireland:

- Standard 10,90€

In which country do you deliver?

Our products are shipped to the following countries:

Belgium, Austria, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

Is it possible to change the delivery address once I have placed an order?

We make every effort to process orders within one working day and as a result we are unable to change the delivery address once you have placed your order.

However, you can contact customer service to see if it's not too late here

What do I do if I am not present at the time of delivery?

Your order is :

- delivered to a nearby pick-up point

- dropped off at a neighbour's

- waiting for a second delivery the next day

In all cases, the carrier will contact you to give you all the delivery information.

My parcel seems lost, what to do?

If you have a problem with the delivery of your order, please contact our customer service here

We will then be able to open an investigation with the carrier to help you as soon as possible.


Will items reported as being out of stock be restocked?

Once an item is shown as being out of stock, we cannot guarantee that it will be restocked. However, you can stay alerted with the back in stock alert.

Pap'atelier items are unique, they will never be restocked identically.

How to find my size?

You can find an interactive size guide or size equivalence on each product page.

Gift card ans E-gift card

I received a gift card! How does it work? 

At checkout, simply enter your gift card code to use it. 

It is of course possible to complete a purchase with another payment method, if your gift card does not cover the total amount of the order! Also, if the amount of your order is less than the amount of your gift card, you will be able to use the remaining credit on another order and before its expiry date. 

You will of course be able to return an order paid with a gift card: the latter will then be credited back to the amount paid! And, if you have completed your purchase with another payment method (credit card, Paypal), the remaining amount will be refunded, on the latter. 

Translated with (free version)

Where can I use my gift card and e-gift card?

  • La E-carte cadeau vendue sur notre site est utilisable uniquement sur le e-shop, la retrouver ici.
  • La carte cadeau vendue en boutique est utilisable uniquement dans les boutiques partenaires que vous retrouverez ici.

How to buy a gift card?

You cannot add more items to your basket if you are already purchasing a gift card. Please proceed to payment before continuing shopping.

- You can choose to send the gift card directly by email by filling in the details of the person you wish to give it to.

Please note, the gift card will be sent directly after payment to the beneficiary.

- You can fill in your details to receive it in your mailbox and choose to print it out or send it yourself at a time of your choosing.

Free delivery
from 99 € purchase
Secure payment
via Paypal, Visa, Mastercard, Apple Pay
within 14 days
Customer service
+33 1 55 90 44 00