Madam, Sir,

Thank you for your interest in our brand.

We place the utmost importance on the security of your transactions.
This is why our site is configured to accept online credit card and PayPal payments exclusively.

We therefore inform you that it is not possible to place orders by telephone .

To ensure maximum security, credit card transactions are processed entirely via the secure HIPAY platform.
This means that your banking information is never shared with our site.

We would like to assure you that payment by credit card on our site is completely secure.
Your order is validated immediately after HIPAY accepts payment.
For your peace of mind, you will see a closed padlock at the bottom of our website, guaranteeing the security of our system.

You can therefore make your payments online with complete confidence and peace of mind on the sweet-pants.com website.


Sincerely,

Customer Service

Madam, Sir,
To ensure optimal transaction security, our site only accepts online payments by credit card or Paypal .
You cannot therefore order by check.
To ensure maximum security, credit card transactions are processed entirely via the secure HIPAY platform.
This means that your banking information is never shared with our site.

We would like to assure you that payment by credit card on our site is completely secure.
Your order is validated immediately after HIPAY accepts payment.
For your peace of mind, you will see a closed padlock at the bottom of our website, guaranteeing the security of our system.

You can therefore make your payments online with complete confidence and peace of mind on the sweet-pants.com website.
Sincerely,

Customer Service

Madam, Sir,

Thank you for your interest in our brand.

We inform you that we do not currently offer the possibility of paying for your purchases in several installments.
However, you have the option of opting for PayPal, which offers payment in 4 installments without fees .

To stay informed of the latest news and developments regarding our payment methods, we invite you to subscribe to our Newsletter.
This way, you'll be among the first to know about any significant updates.


Sincerely,

Customer Service

Madam, Sir,

First of all, thank you for your interest in our website.

Delivery is free for all orders delivered to France with a purchase of €150 or more. For orders below this amount, delivery charges are as follows:

FRANCE Mondial Relay: €5
DHL: €19.99
Colissimo: €5

INTERNATIONAL Mondial Relay: -
DHL: €15.99
Colissimo: -

*For some international destinations, customs fees may apply to your order. These fees are set by local authorities and are not included in the total amount of your purchase on our site. We recommend that you check with your local customs authorities for specific information on any fees that may apply to your order. Sincerely,

Customer Service

Madam, Sir,

Thank you for your interest in our brand.

We are pleased to inform you that we deliver our orders to all countries.

For more details on delivery countries and our associated rates, we invite you to consult the page dedicated to the General Conditions of Sale on our site.

If you would like to stay informed of any delivery updates, please subscribe to our newsletter.
You will be informed of any news concerning our delivery services.


Sincerely,

Customer Service

Madam, Sir,

Thank you for your interest in our brand.

The promotional code is awarded as part of a special promotion and is for one-time use only.
Additionally, it cannot be combined with any other promotional code.

How to use the promo code :

Please enter the promotional code in the field provided during the payment process of your order: "Code", present below the order amount, before finalizing your order.
*Promotional codes are single-use only and cannot be combined. We strongly recommend that you complete your order as soon as you apply the code to avoid any issues that could result in the loss of the offered benefit.
Please note that it is not possible for our teams to retroactively apply the commercial advantage associated with a promotional code after the order has been placed.

Therefore, we cannot accept complaints for misuse or non-use of the code.

Sincerely,

Customer Service

Madam, Sir,

Thank you for your interest in our brand.

• If you are already a customer on our site and have filled your basket, you must identify yourself by entering your email address and password to place your order.

If you forget your password, you can retrieve it by email by clicking on the "Forgot your password?" link on the login page.

• If you are not yet a customer on our site, you must first create an account.

Please note the importance of respecting the upper and lower case letters of the new password that will be sent to you.
We also recommend checking your spam or junk mail folder, as some email services may automatically filter generated emails and direct them to this folder.

If you wish to change your password at a later date, you can do so by logging into your account, then going to the "My Personal Information" section and entering your new password in the two fields provided.

If despite this you still have difficulty logging in, we invite you to fill out the form below:


Sincerely,

Customer Service

Madam, Sir,

Thank you for your interest in our brand.

If you encounter any problems while attempting to order, please fill out the form below describing the difficulties you encountered.

We remain at your disposal for any further assistance.

Sincerely,

Customer Service

Madam, Sir,

This verification procedure is in place to ensure your security.

Indeed, unfortunately, it can happen that orders are affected by cases of identity theft or bank card theft, which constitutes a risk of fraud.

By requesting this documentation, we seek to limit the risks for honest buyers like you.

We thank you for your cooperation and remain at your disposal for any questions or further assistance.

Sincerely,

Customer Service

Madam, Sir,

To ensure that you receive your order confirmation and shipping emails correctly, we verify the validity of your email address when you create your customer account.

It is essential that you provide a valid email address when registering.
An address may be considered invalid if the domain name (the part of your address after the "@") is not recognized or reliable, or if it contains errors.

Similarly, the part before the “@” may be considered risky, which could cause emails to be classified as spam.

We thank you for your understanding and cooperation in ensuring the proper receipt of our important communications.

Sincerely,

Customer Service

Madam, Sir,

Thank you for your interest in our brand.

In order to better meet your needs, we have implemented a feature that allows you to create a personalized selection of products, accessible at any time from your customer account on our site.

- From a product sheet: Simply go to the sheet of the desired product and click on the heart-shaped icon.

- From your cart: You can click on "Save my selection" to add all the products to your wish list. To access this button, make sure you are logged in to your account.

Once you have made your selection, you can easily transfer all or part of your favorite products to your basket.

Sincerely,

Customer Service

Madam, Sir,

Thank you for your interest in our brand.

We would like to inform you that as soon as a product can be added to your basket, it means that it is currently available in stock.

In fact, all the items presented on our e-commerce site are ready to be purchased.

For products shown as out of stock, they may have sold out during the day.
We therefore advise you to come back regularly in the coming days to check if we have received new arrivals of the reference in question.

You can sign up for an alert for out-of-stock products. You'll receive an email as soon as they're back in stock.

In addition, by subscribing to our Newsletter , you will have the opportunity to be informed of our new arrivals as well as our special offers, allowing you to take advantage of our best deals in advance.

Sincerely,

Customer Service

Madam, Sir,

Thank you for your interest in our brand.

All product photographs are taken by experienced professionals, so you have the most accurate view of the product.

However, if despite our best efforts, there are any differences between our product photos and reality, we would be extremely grateful if you could let us know so that we can further improve their presentation.


Sincerely,

Customer Service

Madam, Sir,

Thank you for your interest in our brand.

We are delighted to inform you that we have just launched a brand new interactive tool: "FITLE" on our website, designed specifically to help you choose the ideal size.

This tool analyzes your specific measurements and offers personalized recommendations to guide you in your choice.

If you have any additional questions or concerns, please do not hesitate to contact our customer service team using the form below.

We hope this tool will make your shopping experience even more enjoyable.

Sincerely,

Customer Service

Madam, Sir,

We sincerely thank you for your interest in our brand.

For any information relating to our products, we invite you to fill out the form below.

Sincerely,

Customer Service

Madam, Sir,

Before carrying out an internal investigation regarding your order, we ask you to kindly check whether you have received a request for supporting documents related to our payment control procedures, as part of our fight against fraud.

If this is the case, the status of your order in your customer account will indicate " Awaiting documents ".
Please also check your spam folder, as this request was sent to you by email.

If you have not received such a request and if the status of your order remains "in preparation" after 72 working hours , we invite you to fill out the form below so that we can launch an investigation.


Sincerely,
Customer Service

Madam, Sir,

We would like to thank you for your order.

To ensure successful delivery of your order, we kindly ask you to provide us with a valid and complete delivery address .

Please fill out the form below with the correct or new destination address.

*However, we are unable to change a delivery address if your order is "in preparation". This is due to technical and logistical constraints: once your order is processed in our supply chains, it is no longer possible to interrupt it to make changes.

Sincerely,

Customer Service

Madam, Sir,
We would like to thank you for your order.
Before opening an investigation with Colissimo or Mondial Relay, we ask you to check with your relatives, neighbors or guardians if they have not received your package for you.
This situation is frequently encountered and may explain the delivery status of your package.
In case you have been away for more than 15 days, it is likely that the package was returned to us after exceeding the retention period at your post office . If your tracking indicates "Package returned to sender / Unclaimed package", please fill out the form stating: "My order has been returned to your warehouses".

If these checks have already been carried out, please fill out the form below so that we can open an investigation with the carrier.

Sincerely,

Customer Service

Madam, Sir,

We would like to thank you for your order.
Before starting the investigation procedure at the relevant relay point, please ensure that you have actually gone to the collection point indicated on the online tracking. In fact, due to the deactivation of certain Relays, it sometimes happens that your package is delivered to another Relay nearby .
If your package has been in the collection point for more than 14 days, it is also possible that the package was returned to us after the retention period for the package at your collection point had passed. If your tracking indicates "Package returned to sender / Package unclaimed", please fill out the form and indicate: "My order has been returned to your warehouses".
If these checks have already been carried out, please fill out the form below so that we can open an investigation with the carrier.

Sincerely,

Customer service

Madam, Sir,

If your order has been finalized, i.e. the online payment has already been made, please note that we are currently unable to modify its contents later.

This is due to technical and logistical constraints: once your order is validated, it is immediately processed in our logistics chains, and it is no longer possible to interrupt it to make changes.

With this in mind, we strongly recommend that you place a new order for any other products you may need.

Thank you for your understanding.

Sincerely,

Customer Service

Madam, Sir,

Thank you for your order.

We strongly recommend that you never accept a package that is delivered to you in damaged condition . If the package is damaged, opened, or appears to have been tampered with, it is essential to refuse it directly from the carrier .

By refusing the package, it will be returned to our warehouse, and we will then be able to process a refund.

If you accept a damaged package, you implicitly confirm its receipt in good condition from the carrier.
In this case, it becomes extremely difficult for us to dispute the delivery or make a claim.

Therefore, we cannot be held responsible for missing or damaged items .

Thank you for your understanding.

Sincerely,

Customer Service

Madam, Sir,

We thank you for your order and would like to express our regrets for this incident.

You have 48 working hours from the date of receipt of your order to notify us of any problem with the conformity of the products received.

In case of a defective product, once checked and validated by our SWEET PANTS quality team, we will send you a prepaid return label by email to simplify the return process.

To do this, please fill out the form below , specifying:

- the product(s) concerned: reference number

- a detailed description of the damage observed

- attach a photo or any additional document to help us better understand the situation

Additionally, if you refused the package from the carrier due to apparent damage, please also notify us.

We apologize for any inconvenience and assure you of our commitment to resolve this situation quickly and efficiently.

Sincerely,

Customer Service

Madam, Sir,

We thank you for your order and would like to express our regrets for this incident.

You have 48 working hours from the date of receipt of your order to notify us of any problems with it.

In case of non-compliant items, once checked and validated by our SWEET PANTS quality team, we will send you a prepaid return label by email to simplify the return process.

To do this, please fill out the form below , specifying:

- the product(s) concerned: reference number

- a detailed description of the damage observed

- attach a photo or any additional document to help us better understand the situation

Additionally, if you refused the package from the carrier due to apparent damage, please also notify us.

We apologize for any inconvenience and assure you of our commitment to resolve this situation quickly and efficiently.

Sincerely,

Customer Service

Madam, Sir,

We offer you the possibility of downloading your return voucher in your " My Account " account to facilitate the return procedure.

If you have difficulty printing this return slip, you can also:

Fill out the contact form below, specifying your request.

OR

Send us, along with the returned items, the following information clearly written on plain paper:

- the initial order number

-the return number generated via your customer area

- the product(s) concerned: reference number, quantity returned and reason for return

Sincerely,

Customer Service

Madam, Sir,

Currently, it is not possible to exchange a product purchased online on our site.

We therefore ask you to return the affected products for a refund and then place a new order.


Return procedure: Download your return slip: We offer you the possibility of downloading your return slip in your "My Account" account to facilitate the return procedure.

If you have difficulty printing this return slip, you can also:

Fill out the contact form below, specifying your request.

OR

Send us, along with the returned items, the following information clearly written on plain paper:

- the initial order number

-the return number generated via your customer area

- the product(s) concerned: reference number, quantity returned and reason for return

Return Conditions: Items to be returned must be in perfect condition for resale and preferably in their original packaging and labels.
After carefully preparing your package, slip your return slip inside and return your package to the address indicated below :

NC Logistics – E-commerce Returns Service
SWEET PANTS
17 Avenue du Noyer in Malice
95380 LOUVRES

You can return multiple orders in the same package. Simply include all the return slips and relevant items inside.
We would like to inform you that as part of our return policy, return costs are the responsibility of the customer . We therefore ask you to take this information into consideration when making your purchases.

Refunds for items ordered online will only be effective if the products returned to the warehouse are in the condition in which they were sold, accompanied by all their accessories and within 30 days following the delivery date .

A confirmation email will be sent to you once the refund has been processed.
As part of the right of withdrawal, for returned Products that are found to be incomplete, damaged, soiled or washed, sweet-pants.com reserves the right to refuse to refund the returned Products or to apply a discount to the refund amount.
If the above conditions are met, sweet-pants.com will reimburse the buyer, within a maximum of 15 working days from the date of receipt of the package by sweet-pants.com, the sums paid by the buyer.

We recommend returning items by registered or COLISSIMO tracked mail, or by any other means that provides proof of return shipping. This proof of shipment must include the following information:

- recipient's address
- shipping date
- parcel number

Sincerely,

Customer Service

Madam, Sir,

In the event of a product return or incomplete shipment, a refund is generally made directly to the bank account linked to the payment method used for your purchase.

We recommend that you check your bank card statement beforehand.
Additionally, please take into account the deferred refund period, especially if you used a deferred payment card when placing your order.

The credit should appear in your account within approximately 5 to 6 business days after receipt of the returned product or as soon as the incomplete shipment has been processed.

You will soon be able to view the refund amount in the " My Refunds " section of your account on our website.

If, despite these checks, you still do not see a refund, please fill out the form below so that we can open an investigation.

Sincerely,

Customer Service

Madam, Sir,

To contact us, you can use one of the following options:

- By telephone: 01 47 93 08 85

- By email: contact@sweet-pants.com

We are at your disposal to answer all your questions and requests.

Sincerely,

Customer Service

Madam, Sir,

Please find the list of our stores: here .

Sincerely,

Customer Service

Madam, Sir,

Please find the list of our stores: here .

You will find the opening hours for each store, allowing you to plan your visit with ease.

Sincerely,

Customer Service

Madam, Sir,

Thank you for your order.

And we are sorry that this did not give you complete satisfaction.

We are pleased to offer you the option to return any item purchased in one of our stores, in-store for a credit or exchange.

To facilitate this process, please ensure you have in your possession:

- proof of purchase (receipt, invoice, gift voucher, etc.)

- the unworn product with its original label

The return period is 30 days from the date of purchase.

Sincerely,

Customer Service

Madam, Sir,

Thank you for your order.

And we are sorry that this did not give you complete satisfaction.

However, due to logistical constraints, we are unable to issue refunds or exchanges for items purchased online in one of our stores.

If you wish to return your package, we invite you to follow the detailed instructions that you will find here .

Sincerely,

Customer Service