Faq Sections

COVID-19
How are MCC orders prepared?

Due to the current situation of Coronavirus (Covid-19), we inform our customers that the preparation and delivery times have been extended.

Having no logistics partner, orders are prepared by the MCC team like always. We have to work from home as much as possible and the preparation of the orders and the shipping frequencies will be reduced to once a week.


Have delivery times been changed?

As the delivery times by carriers have been extended, regular times cannot be guaranteed anymore.

During this period, our shipping prices have been exceptionally reduced.

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Home Express in France

€10 (instead of €14) below €250 

Free delivery (instead of €14) from 250

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For your information:

Normal time period: 24h before 6 pm from the date of shipment (Except for Corsica)

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Home in France

€7,5  below €70

€10 from 70 to €250 of purchase

Free delivery from 250

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For your information: 

Normal time period: 48H to 72h from the date of shipment

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Pick-Up station in France - Expedition only after the end of the quarantine

€6 below €100 of purchase

Free delivery from €100 (instead of €225)

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For your information:

Normal time period: 24h to 48h from the date of shipment (Except for Corsica)

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Pick-Up at the office - Appointment only, after the end of the quarantine

Free (an email will be sent to you)

Pick-up at the office only by appointment Monday to Friday, from 10 am to 7 pm (station Brochant PARIS 17th)

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In Europe 

Home delivery: €17.5 and free over €400 for some countries.

Delivery in Pick-up location: €14 and free over 350 for some countries.  Expedition only after the end of the quarantine

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For your information:

Normal time period: 2 to 4 days  from the date of shipment (Except for Corsica)

We highly recommend to choose home delivery and to read the note about Pick-Up station shipping.


How is shipping at pick-up station working now?

Following the instructions announced by the government, we chose to no longer send orders at pick-up stations until further notice to limit customers movements, to limit the virus from spreading and to avoid pick-up stations saturations. 

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If you chose a delivery in a pick-up station, your order will only be sent at the end of the quarantine. You can reserve your products and shoe size as a pre-order.

If you are in a rush and you would like to receive your order as soon as possible and safe, we highly recommend you to choose the home express delivery. 


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HOW TO CHOOSE MY CHOUZ?
What is my shoe size? 

My Choupi Chouz fit normally. It is therefore recommended to choose your usual size.

Beware, according to your habit and feet shape, the pumps and babies may seem to fit a little smaller: these are our most tight models because of their structure.

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The sizes available on the website are the French sizes. Please find a table below which will enable you to compare the French sizes with the US, UK and Italian sizes as well as the feet sizes in cm. We recommend you to mainly refer to your European size, if you know it. 

You are still not sure about your size? Thanks to the foot ruler available on this pdf to print at 100% scale, you could have a better idea of your Choup’size!

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BOOTS:

Assuming you are usually between two sizes, choose the larger size and add a small sole, if necessary, e.g. if you usually wear a 38.5, order a size 39.

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PUMPS/BABIES:

Assuming you are usually between two sizes, choose the larger size and add a small sole, if necessary, e.g. if you usually wear a 38.5, order a size 39.

Beware, the goat suede is a leather that relaxes a lot, it is better to be a little tightened to start and you will gain comfort afterwards ;)

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SANDALS:

Assuming you are usually between two sizes, choose the smaller size if you have a thin and short feet, e.g. if you usually wear a 38.5, order a size 38 (French sizes).

Choose the larger size if you have a large feet, e.g. if you usually wear a 38.5, order a size 39 (French sizes).

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Anyway, don’t worry about the size, rather think about the choice of heels ;)


How to best choose my boots ?

Our boots are normally sized. We recommend that you choose your usual size. If you are between two sizes, we suggest that you select the size above yours and add a sole if necessary. Moreover, all of our boots are made of leather. They will therefore loosen with time and use and you will gain in confort. 

However, according to your morphology, a model of boots may fit better than an other. For example, models with an elastic are more flexible than models with zip (because of the construction and flexibility of the elastic) so they might fit better for large ankles.

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Brochant/ Brochant Serpent: The model with a zip. It is the lowest model with a lower cut at the front. 

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Batignolles/ Batilius: One of the models with an elastic which allows for more flexibility at the ankle (more comfortable for larger ankles). The model is a little higher than the Brochant model.

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Legendre/ Cardinet: The model with a larger elastic and a square toe. This is the highest model of boots. Which means that they hold and go the highest around the ankle and they fit well every kinds of morphology.


How to best choose my over-the-knee boots? 

The over-the-knee boots are in suede lycra, which allows them to be adaptable to different leg sizes. 

The approximatif circumference of the thigh is between 39 and 49 cm. 

The approximatif circumference of the calf is between 32 and 42 cm.

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Our over-the-knee boots are normally sized. We recommend you to choose your usual size. Don't hesitate to contact us at hello@mychoupichouz.fr for more details about the mesures for your size specifically. 

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Be aware that the boots hold on very thin legs but they will not be perfectly adjusted (fitted around your leg). We have developed them for them to be as comfortable as possible at the knee and that they would be suitable for as many body types as possible. 


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ORDERS
How to create my pack? 

1) Click on “Pack” in the tab “E-Shop” of our website. 

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2) Click on the pair of shoes that you would like to order in a pack. 

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3) Personalize your pack by firstly adding your size by clicking on the “+” --> the 1 appears in the quantity section of the first tab named as the name of the shoes you have selected. 

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4) Add 2 pairs of heels by clicking on “+” in the second tab “My two first pairs of heels” (and “-” to remove a pair). When you click on “+”, the photo of the combination between the shoe and the heel appears. The 4.5cm heels are included in the pack (except the ones with patches).

If you chose a pair of 6 cm heels, it’s 3€ more; a pair of 8 & 9 cm it's 5 € more. If you choose a pair with a patch it will also add a little supplement. The price updates automatically as you add the heels to your pack. 

NB : The pack offer is available with a selection of heels only. If you want a pair of heels that aren't in the pack then you have to add them individually. 

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5) Click “Add to basket” (if this doesn’t work, press for a longer time or a second time: FOR MOBILES). Do not close the page until you have added your pack, or else it will disappear. 

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TIP for free delivery (in France) : choose other products such as another pair of heels to attain the minimum amount. 

If you wish to select more heels --> Add them to your order by going to the page dedicated to the "heels" page of our website, without forgetting to add your pack to your basket before leaving the page.

FOR THE SANDALS: if you wish to add spare lacing, you can click on "+" to select some in the "My spare lacing" tab or go onto the “Accessories --> Lacing” tab and add the ones you like, without forgetting to add your pack to your basket before leaving the page. 


How to create my client account? 

We advise you to create a client account to be able to check your order history as well as track your orders and return your order or exchange your shoes, if needed. You can create a client account as you order. 

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You can also create a client account by clicking on the little person located on the top right of our website. 

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When you create a client account, we invite you to subscribe to our newsletter as well so that you can be aware of all of our discounts, presents and Chouper news before everyone else. If you are not signed up, you will not receive the special offers sent only to our clients. 


How can I sign up to the newsletter? 

If you don’t have a client account: write your email at the bottom of our website.

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If you already have a client account: sign in, then go on the tab “personal information” and check the that the box “Receive our offers and news” is checked. 

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Warning: If you are not subscribed to our newsletter, you will not be made aware of our offers and will not receive the special discounts reserved for our clients. 

If you do not receive anything even though you are signed up: we suggest that you check your spam mailbox to see if our emails are not hiding there. Then, if you truly can't find them, please contact us so that we can add you directly. 


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CONCEPT
How can a shoe go from a 4.5cm heel to a 9 cm heel? 

The arch of the shoe has been appropriately chosen to be able to vary between 4.5 and 9 cm. The sole is in elastomer, a flexible material that adapts to the different heights with the weight of the body and with the use. 


Do the heels work on all of the shoes? 

Yes, the heels are completely interchangeable between the different shoes. The objective of My Choupi Chouz is to allow you to indefinitely personalize your shoes and never leave your shoes in your closet again for a more responsible consumption. 


How does the mechanism work? 

The mechanism has been developed to be the most convenient, solid and affordable possible. 

You can change heels in 1 click without removing your shoes from your feet. 

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Moreover, all of our products are  tested on several accounts before they are sent  in order to guaranty the best quality possible. 

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To change your heels: 

1) Push the tongue towards the sole.

2) Maintain the tongue pressed and pull the heel backwards. Be careful with your fingers and don't put them in front of the mechanism. 

3) Change the heel for the one you want! 

4) Slide the new heel on the box towards the front. 

5) Check if the tongue is correctly in its lowered position. If not, push it downwards with your finger. 


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PRODUCTION
Do you have a lot of stock per product?

We want to avoid to over-produce and over-stock our products as much as possible, therefore our stocks are very limited. If you are eyeing a product, don’t take too long to order it.

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Also, be attentive to our social media where we post regular stock alerts in order to be completely transparent about the amount of products remaining and if there will be a restocking. 


Will there be a restocking? 

The product you really wanted is out of stock? We are truly sorry, you can send us an email to know if your product will be restocked. When a product is out of stock, our restocking generally takes several months. Therefore, we invite you to orient yourselves towards other models to #havefuninchouz faster! 

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If a pair of heels is out of stock, you can be informed of their return in stock by indicating your email on their product sheet. 

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We also invite you to subscribe to our newsletter in order to be the first ones informed about their potential return. 


How are products developed?

Our products are created with tenderness in Paris and made with passion in Porto.

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We propose basic models of shoes in order to remain timeless. 

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The heels are here to add color and fun to your wardrobe and to allow you to personalize your shoes according to your preferences. 


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SHIPPING
When will I receive my order?

PREPARATION OF THE ORDERS:

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As orders are personalized, we need 3 working days maximum following your online purchase to prepare your order (except saturdays, sundays and holidays, expect pre-orders and any opposite notifications). 

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DELIVERY IN FRANCE:

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Delivery at a pickup station in France:  24-48h counting from the shipment (except in special cases*). 

  • If you place your order between Monday and Wednesday night – you will receive your order between Friday afternoon and Saturday afternoon. 
  • If you place your order between Thursday and Sunday night – you will receive your order between Tuesday afternoon and Wednesday afternoon of the following week.

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Delivery at home in France

When you place your order, expect 2 to 3 working days to receive your order counting from its shipment. 

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Express delivery at home in France

When you place your order, expect 1 working day to receive your order counting from its expedition.

We suggest that you chose a pickup station delivery, because in our experience it ensures less thefts, loses and unexpected occurrences and a better tracking.

DELIVERY IN EUROPE:

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The delivery deadlines in Europe are not guaranteed.

According to the countries of delivery:

Delivery at pickup stations: within 2 to 4 days from the date of shipment.

Delivery at home: within 2 to 4 days with signature, before 7pm, from the date of shipment.

*The preparation time as well as the shipment time can be longer in times of sales, holidays, special discounts, days off and preorders. This also varies on your choice of pickup station and its opening hours. Please be also aware that some pickup stations can be full during inflow period.


What is the shipping cost? 

DELIVERY IN FRANCE:

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Free delivery in France from €225 in pickup station and from €250 at home.

You can also come retrieve your order directly from the MCC office (75017 PARIS) to avoid delivery costs and delays (and it's more green in public transport :)) by choosing the "Withdrawal at MCC office" (by appointment from Monday to Friday, 9:30 am to 7 pm).

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DELIVERY IN EUROPE:

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Delivery in Pick-up location: €14 and free over €350 for some countries.

Home delivery: €17.5 and free over €400 for some countries.


How can I track my order? 

You can track your order at anytime and download your bill from “My order history and detailsin theMy account” page of our website. 

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If you have a guest account, you can track your order in the “Guest tracking” page of our website. 


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RETURNS
Is it possible to exchange or get a refund if the size or the model doesn’t suit me? 

Yes, it is possible to exchange (for shoes only) or get a refund for your products. You have 14 days from the moment you receive your order to return the concerned and unworn product.

The product must be returned within fourteen (14) days in its original packaging, in its original condition, new, unworn, unwashed, without trace of wear (on soles or heels, for instance), with potential labels, cards, notes or presents, accompanied by the return voucher.

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We offer the exchange for free in France, in pickup station within the stocks limits.

Heels cannot be exchanged. You will have to resend the entire pack (if the heels are included in a pack) or the heels alone (if they have been purchased separately) and place another order. 

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No exchange for product(s) initially bought on special offer (with or without promo code) or sales will be made , only refunds are possible. Exchange of gifts are also not possible. You will have to send back the product(s) to us and place a new order. 

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You can also chose to be reimbursed or receive a voucher.

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During clearance sale, articles can only be returned for exchange or credit.

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For more information on the return procedures , please read our answers in the RETURNS section of the FAQ or go to ourDelivery and Returns” page. 


How can I request a return ? 

1) Access you order history from your customer account.

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2) Select the order containing the product you wish to return. 

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3) Select the product(s) you wish to return by ticking the boxes next to its(their) name(s) or the entire pack even if you are only exchanging the pair of shoes. 

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4) Specify the quantity of the product(s) (if more than one of the same product is being returned).

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5) Add an explanation (in the section “Return of the goods”) so that we can understand why the order is being sent back (for example: indicate here if you would like an exchange, possible for shoes only) then, confirm your return request. 


How do I prepare my return package ? 

1) Before sending us your return, we invite you to wait for the confirmation email (sent from Monday to Friday). The status of your return will update to “waiting for package”. 

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2) Print the return voucher available on your customer account, which will allow us to identify you, and prepare the products in their original packaging. 

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For an exchange of shoes from a pack, please only send us the pair of shoes without the heels. 

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Be aware that if the products have traces of wear or from trying them on (marks, scratches, etc…) we will not be able to accept the return and the products with therefore be sent back to you at your expense and risk.


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PRODUCTS CARE
How can I take care of my My Choupi Chouz?

To take care of your shoes (besides the heels) in smooth leather, suede leather or velvet goat leather, you can waterproof them to protect your shoes from water and prevent them from getting marked. 

Shoes in smooth leather: you can use polish from time to time in order to take care of the leather and make your shoes shine again. 

Shoes in velvet goat leather or suede leather: brushing them is enough to take away potential little marks. 

Heels in synthetic material: a soft brush is enough, be careful not to brush the sparkly or metal heels !  


Can I have the top piece of my heels changed? 

The top pieces of our heels (little black parts under heels) are removable as on all shoes. Therefore you can get them changed by a shoe maker, if needed. 


Can I get my soles fixed at the shoe maker? 

The soles are in elastomere, a durable material which lasts longer than soles made out of leather.

However, if your soles are damaged, you can take them to a shoe maker to have them fixed. Be aware to only change the front part of the sole and not the part at the back, near the heel, around the mechanism. 


AFTER SALES SERVICE
How to proceed if my shoes are too tight ?

Most of our shoes are in leather and so, they will loosen and adapt to your feet with the use.

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Pumps are shoes that are normally meant to be tighter, especially in the front so be assured that your foot will be maintained. However, velvet goat leather is a material that loosens with time, therefore your shoes will become increasingly comfortable.

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Little tip: one of our clients wore them at home with some thick socks to loosen them and now she is very comfortable in them!


How to proceed if I don't succeed in putting on or taking off my heels?

All heels and shoes are tested before they are sent, therefore it is normally possible to put them on with more or less difficulty. 

Heels with glitter: when the glitter will loose some of its surplus during the first uses, they should become easier. 

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It is possible that one shoe can be harder than the other due to a slight difference when they were made by hand. With time, the shoes should get used to the heel and taking off & putting on the heels will become simpler. 

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Here is a tutorial that shows the best way to put on and take off your heels securely.

Furthermore, we invite you to read the user manual received with your pair of shoes and to watch the video (with advice) received when your order was delivered.


How to proceed if I have a problem with a product? 

Normally, you should not have a problem with your order because all the shoes and heels are verified and tested before they are sent to guarantee that they are fully functioning.

However, if a product you have just received is not in accordance, presents a quality defect or is erroneous, we invite you to contact us at hello@mychoupichouz.fr before using the product and within 14 days following the reception.


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