Help

1. Customer account

  • How can I contact Customer Services at the Gerard Darel on-line shop?
  • You can contact our Customer Services by emailing; eshop@gerarddarel.com or by telephoning +33 (0)1 80 06 98 75 (from Monday to Friday between 10am and 1pm,and between 2pm and 6pm).
  • How do I create my account?
  • To create your account at the Gerard Darel on-line shop, enter your e-mail address, which becomes your identification, as well as the other required information in the appropriate fields.
  • How do I change my account?
  • Changing your password or your billing information is very simple. Click on My Account and enter your identification and password. Once connected, you can see and change your personal information.
  • I've forgotten my password. How can I access my account?
  • When you click on the link Forgotten Password, please enter the e-mail address you used when opening your account. Your password will be e-mailed to you immediately. Please check your junk mail and spam box, if you do not receive it.
  • How can I register for the newsletter?
  • You register for the Gerard Darel on-line shop newsletter by registering your e-mail address on the Home page in the Newsletter section at the foot of the page. You will receive the latest news from the on-line shop, and our exclusive offers.
  • How can I unsubscribe from the newsletter?
  • You can unsubscribe from the newsletter by simply clicking on the Unsubscribe link at the foot of the newsletters you receive. You can also do it in your account, in the My Subscription section. Please don't hesitate to contact us if you have any difficulty.
  • What do you do with my name and personal information?
  • The information that you send us to fulfil your order is only used in the context of our business relationship. This information will not be shared with third parties or resold. In compliance with the law on Data Protection of 6 January 1978, you have a right of access and correction of personal data concerning you. Your bank information (bank cards) will only used by Adyen, our partner for secure payment, in the context of your payment. We do not store any banking information concerning you.
  • Can I keep my basket open from one visit to another?
  • You can recover the items that you added to the basket for up to a year (if stock is available), by following the steps below:

    - Connect, using the same computer,
    - and the same browser,
    - Use the same domain: http://www.gerarddarel.com/,
    - Go to the same customer account.

2. Order

  • How can I contact Customer Services at the Gerard Darel on-line shop?
  • You can contact our Customer Services by emailing; eshop@gerarddarel.com or by telephoning +33 (0)1 80 06 98 75 (from Monday to Friday between 10am and 1pm,and between 2pm and 6pm).
  • How do I place an order at the Gerard Darel on-line shop?
  • To place an order at the Gerard Darel on-line shop, all you have to do is browse the site by going to the products available in the different categories. You can browse by type of product or by looking through the whole site. Choose the items that you wish to buy by clicking on Add To Basket. Once your products are in the basket, you can check its contents by clicking on the basket, then follow the prompts by clicking the Order button. Your order is prepared within 48 working hours in our warehouses, then passed to the carrier, according to the method of delivery and the country that you have chosen. Delivery time is then between two and five days after your order has been passed to the carrier.
  • How long will it take to deal with my order?
  • All orders are dispatched within 48 hours maximum (within the limitations of available stock). You will be informed by e-mail of the preparation and despatch of your goods.
  • How can I track my order?
  • We send you a confirmation e-mail a few minutes after the receipt of your order. In this e-mail you will find a summary of your order, plus a link allowing you to go to your account and track your order. Your order will go through the following stages: 'Confirmed', 'In course of preparation' and finally 'Despatched'.

    When your order is passed to the carrier, you will receive another e-mail telling you this, and giving you the package number which will allow you to follow its journey.
  • How can I cancel or change my order?
  • You may cancel or change an order within an hour of making it. Any changes to your order will be taken into account on the same day provided they were made within this time limit.

3. Payment

  • How can I contact Customer Services at the Gerard Darel on-line shop?
  • You can contact our Customer Services by emailing; eshop@gerarddarel.com or by telephoning +33 (0)1 80 06 98 75 (from Monday to Friday between 10am and 1pm,and between 2pm and 6pm).
  • What are the accepted methods of payment?
  • We accept payments by Credit card, Paypal, Alipay, JCB, Sofort, ELV, Sepa, Ideal and BCMC. The payments are fully secured by our partner, Adyen, European leader for online payment.
  • Which payment cards are accepted?
  • You can use the following payment cards in the Gerard Darel e-boutique: Carte Bleu, Visa, Mastercard or American Express; or you can pay via Paypal.
  • How is the payment secured?
  • The Gerard Darel online shop uses the Adyen e-Commerce solution, which is recognised by the main financial organisations. This solution has been developed so that you can make your payments in an ergonomic and user-friendly environment with optimum security and respect for private life. The Adyen e-Commerce payment solution has been adopted by several thousand online commerce sites. You can recognise these sites thanks to the "Payment secured by Adyen" text that appears on the Payment page.
  • My reduction code doesn't work. What should I do?
  • Have you checked the expiry date of your reduction code? Also be careful to respect the case, and to enter your code without leaving spaces. Try clearing the cache in your browser. If your code works, a text will be posted to indicate that your coupon was taken into account. Codes may not be used concurrently: if you have several, only one may be used per order. After following these steps, and if the code still won't work, don't hesitate to contact Gerard Darel on-line shop Customer Services by emailing Gerard Darel par email à eshop@gerarddarel.com

4. Delivery

  • What are the systems and charges for delivery?
  • We offer four delivery systems: Fast, Express or via Relais Colis for France and UPS for the rest of Europe. Your order is prepared within 48 working hours in our warehouses, then passed to the carrier, according to the method of delivery and the country that you have chosen. Delivery time is then between two and five days for the Standard delivery, after your order has been passed to the carrier. It is 24 hours for Express delivery, after your order has been passed to the carrier.

    Delivery charges: They are calculated automatically at the time of your order according to the delivery system and the country that you choose, and you will see this charge in your basket.
    - Delivery via Relais Colis in France: Fixed charge for despatch within 48 working hours. Delivery between 2 and 5 days: 4,5€
    - Rapid Delivery in France: Fixed charge for despatch within 24 working hours. Delivery between 48 hours and 72 hours: 6€
    - Express Delivery in France: Fixed charge for despatch within 24 working hours. Next Day Delivery: 10€
    - UPS Standard Delivery or Colissimo International: The price varies according to the chosen country of delivery.
  • How long does it take to despatch and deliver?
  • Goods are prepared for despatch within 48 working hours (Monday to Friday) within the limitations of available stock. This is the time it takes to prepare your order in our warehouses (removing from stock, checking, preparing for packing, packaging, labelling, etc), then your order is passed to your chosen carrier.

    The delivery time depends on the method you have chosen :
    - a Relais Colis delivery takes from 2 to 5 days
    - a Rapid Delivery (Colissimo) takes from 2 to 4 days, depending on the delivery area
    - an Express Delivery (Chronopost) takes 24 hours
    - a UPS Standard Delivery to a European country (outside France) takes between 2 and 5 days, depending on the chosen country of delivery.
  • Can my order be delivered abroad?
  • We currently deliver to Metropolitan France, Belgium, Luxembourg, Germany, Portugal, Spain, Italy, Switzerland, Ireland, and the United Kingdom.
    The list of countries available for delivery will be displayed after you have confirmed your basket.
  • What should I do if I am not at home when my order is delivered?
  • If your carrier is Colissimo, Chronopost or UPS, the package is delivered directly to your home, and if you are not at home at that time, an advice note will be placed in your letterbox. This advice note gives the hour and day the delivery was made as well as the Post Office where you can collect the package. You will then have to go to the Post Office named, taking the advice note from the carrier and some means of identification, to collect it. You should do this within 14 days, after which the package will be returned to us.
  • What should I do if I do not receive my order?
  • If you not yet received your package after 6 days and no advice note has been left for you, track your package on the Colissimo, Chronopost or Relais colis website (sign The Other Store) depending on the method of delivery you chose. You also can contact our Customer Services by e-mailing eshop@gerarddarel.com
  • What should I do if my goods are damaged, or if I do not receive what I ordered?
  • In this event, please contact the Gerard Darel on-line shop Customer Services before returning the item, so that you can be given instructions on the procedure to follow. This is very simple: just contact Customer Services by e-mailing eshop@gerarddarel.com

5. Returns and refunds

  • How do I return a product, and how long do I have to do so?
  • To return a product you don't want, just follow these three steps:

    1. Go to to your customer account and complete the return form. Then print it out to enclose it with your package.
    2. Replace the complete item in its original packing. Goods must be returned in their original state for acceptance and refund.
    3. Send the package by Colissimo with recorded delivery to the following address: The Other Store C/O ADS – Gerard Darel - Cote de Boulay Morin, 27930 Normanville - FRANCE
    If you chose delivery by Relais Colis, you can return your goods free of charge by printing out your return voucher from our website (in your customer space) and taking the package back to the place from which you collected it.
    You have 14 days from receipt of your goods to return any product you do not wish to keep.
  • How much does returning a product cost me?
  • If this return is due to an error on our part, naturally the full cost of the return will be repaid, on production of the receipt. If, on the other hand, you are not satisfied with your purchase, you must pay for the return yourself. We will refund you for your goods only.
  • How will I be reimbursed?
  • Your refund will be made on the credit card used to pay for the product by recrediting it under the name "gerarddarel.com", via our payment partner, Adyen, within 30 days from the date of return of the package.

6. Technical problems when ordering

7. Information and Services

  • How do I choose the right size?
  • COATS / TRENCHCOATS / JACKETS / SHIRTS & BLOUSES / DRESSES
    SIZE
    34
    36
    38
    40
    42
    44
    46
    Bust measurement (cm)
    85
    89
    93
    97
    101
    105
    109
    Waist measurement (cm)
    70
    74
    78
    82
    86
    90
    94
    Hip measurement (cm)
    90
    94
    98
    102
    106
    110
    114
    KNITWEAR & TEE SHIRTS
    SIZE
    1
    2
    3
    4
    Bust measurement (cm)
    88
    92
    96
    102
    Waist measurement (cm)
    70
    76
    82
    88
    Hip measurement (cm)
    94
    100
    110
    116
    Correspondence
    36-38
    38-40
    40-42
    42-44
    TROUSERS / JEANS / SKIRTS / SHORTS
    SIZE
    34
    36
    38
    40
    42
    44
    46
    Waist measurement (cm)
    73,5
    77,5
    81,5
    85,5
    89,5
    93,5
    97,5
    Hip measurement (cm)
    90
    94
    98
    102
    106
    110
    114

    The size chart differs across countries.
    To help you find the right size, Darel / Pablo puts at your disposal the tables of equivalences below.

    COMPARATIVE SIZES BY COUNTRY
    FRANCE
    34
    36
    38
    40
    42
    44
    46
    ITALY
    38
    40
    42
    44
    46
    48
    50
    UK
    6
    8
    10
    12
    14
    16
    18
    US
    0-2
    4
    6
    8
    10
    12
    14
    JAPON
    5
    7
    9
    11
    13
    15
    17
    SHOES
    SIZE
    35
    36
    37
    38
    39
    40
    41
    length (cm)
    23
    23,7
    24,3
    25
    25,7
    26,4
    27,1
    COMPARATIVE SHOE SIZES BY COUNTRY
    FRANCE
    35
    36
    37
    38
    39
    40
    41
    ITALIE
    34
    35
    36
    37
    38
    39
    40
    UK
    2,5
    3,5
    4,5
    5,5
    6,5
    7,5
    8,5
    US
    4
    5
    6
    7
    8
    9
    10
  • How can I contact Customer Services at the Gerard Darel on-line shop?
  • You can contact our Customer Services by emailing eshop@gerarddarel.com or by telephoning +33 (0)1 80 06 98 75 (from Monday to Friday between 10am and 1pm, and between 2pm and 6pm).