Frequently asked questions

Customer service

Howt can I contact customer serviceèthe Germaine Collard ?

How to contact a store Germaine Collard?

  • You will find the téléphone of our stores on the tab our stores on our website


Our products and stock


Où can I find information about your products?
  • Each item in our catalog has photos and a brief description.


How do I know if the item I want to order is in stock?
  • All items displayed on our website are those in stock at our various stores. Please note that not all our stores sell the same brands or products, and that it is sometimes possible for an item to be out of stock.


What products do you offer on your site?
  • www.germainecollard.com est une boutique en ligne spécialis&e;e dans la vente de chaussures et vêtements.
  • You'll find via our website www.germainecollard.com a wide range of fashions (moccasins, boots, ballet flats, sneakers, sandals, slippers...), styles and brands in footwear and apparel.
  • We work with well-known brands such as Adidas, Hogan, Puma, Timberland, Reebok, Asics, Olivier Strelli, Fred Perry, Lacoste, Converse, Palladium, Ralph Lauren, Boss...
  • .



My account

What is a Germaine Collard account?
  • When you place your first order via our website www.germainecollard.com we invite you à to create an account.
  • Your account will enable you to log in to our site and access a whole range of information, such as the progress of your order, the orders you have already placed, your personal details and your delivery addresses...
  • The creation of a Germaine Collard account will enable you to place future orders more easily.


How do I create my account?
  • You can create an account by clicking on this link or by placing a new order on our site.
I’ve lost my login. I forgot my password. What can I do?
  • The login is always your e-mail address. To reset your password, in the "My account" box at the top right of the page, you can enter your e-mail address and click on "Forgot your password".
What do you do with my personal data?
  • The personal data contained in your Germaine Collard account is used solely to support your business relationship with Germaine Collard. All your personal data is protected and will not be communicated to third parties or sold.




How do I place an order?

Ordering via our website www.germainecollard.com couldn't be easier:

  • Select the model(s) of your choice;

  • Choose your shoe size ; 

  • Then click on the «Add to cart »;

  • You can then either continue shopping or place your order.


Once you have finished shopping, click on «My cart» and follow all the instructions:

  1. My cart: check that the items in your cart are what you want;

  2. Identification: if you are a new customer, you can create an account or place an order as a guest. If you're already a customer, please log in;

  3. Delivery: check or complete the delivery address;

  4. Payment method: choose the payment method that suits you (Visa/MasterCard, PayPal, Bancontact/MisterCash, bank transfer...) ;

  5. Validation: validate your order ;

  6. Payment: pay for your purchases securely online;


Are the items in my shopping cart retained from one visit to the next if I have not placed an order?

The items in your shopping cart are kept from one visit to the next. You can therefore resume your purchases and finalize your order whenever you like.

When do you take my order?
  • All orders placed via our website www.germainecollard.com are processed as quickly as possible. We will send you a confirmation email to inform you of the preparation and shipment of your package.


How do I know that my order has been processed?
  • Once you have validated your online order, we will send you a confirmation e-mail. You can follow the progress of your order through your Germaine Collard account.


Can I modify or cancel an order I have just placed?
  • Once you have validated your order, you are not allowed to modify it.

  • However, you may return the merchandise to us if it is not to your liking. Return shipping costs are à our charge.

  • You can request a cancellation during the process unless the package is déjà in the process of delivery.


What are the different payment methods?
  • When you place your order, you can choose your payment method.

  • You can pay via Visa/MasterCard, PayPal, Bancontact/MisterCash, bank transfer, ...


Is online payment at www.germainecollard.com secure?
  • Your banking information (card number, expiry date, cryptogram) is never in our possession, since banking transactions are processed directly and in a totally secure manner by our payment partners.


Do the prices of your items include VAT?
  • Prices for all items in our product catalog include VAT.


What’do you mean by «Guaranteed prices »?
  • Guaranteed prices mean that we sell our items at market price.



Which countries does Germaine Collard deliver to?

We deliver to the following countries:

  • Belgium

  • Germany

  • L’Spain

  • France

  • Great Britain

  • L’Italy

  • Luxembourg

  • The Netherlands


What are the delivery methods?

Germaine Collard offers two delivery methods:

  • The firstère consite à sese faire livrer à domicile or on son lieu de travail via la sociétéde transport bpost.

  • The second option is to have your order delivered to one of our stores. You will be notified by e-mail once the order has been placed for in-store delivery


In the case of in-store collection, the customer must provide proof of the order to the seller in order to collect it.

Finally, please note that reservations with in-store payment are temporarily disabled during sales periods and joint offers.

What are the delivery times?

Delivery times generally vary between 72 hours and one week from receipt of payment.


However, these lead times may vary depending on the delivery destination, available stock or the season of the model (an older model is more likely to have a longer lead time).

Germaine Collard cannot be held responsible for any delays in delivery that may be caused by the bpost transport company.
Concerning in-store reservations and withdrawals, it is possible that the delay is sometimes longer depending on the frequency of transfers between our various points of sale.


What are your shipping rates?

On Germaine Collard, deliveries in Belgium are free provided that the basket amount is greater than or equal to 30€.
. If the latter is inférieur à 30€, an amount of 3€ will be addedé à your invoice.
For France, the amount of delivery is 5.50€ regardless of the basket amount.
For the Netherlands, Luxembourg, Great Britain, Italy, Germany and Spain, shipping costs are paid in addition to the order.


How can I track the progress of my order?

We will send you a confirmation email with a bpost tracking link when your order is shipped.

If you would like to obtain the tracking link, you can send an e-mail to the following e-mail address: [email protected]

Can I have my package delivered somewhere other than my home?

Yes, when you place your order, you can choose the’delivery address for your package.

I haven't received my package, what can I do?

The delivery person will come to the delivery address you gave when you placed your order. He will then give you your parcel against signature.
If you are not at home, the deliveryman will leave you a delivery notice and tell you that your parcel is at the nearest post office.


If you have any problems, please do not hesitate to contact our customer service department:

  • By téléphone : +32 4 223 27 07 (Monday to Friday 9:30am à 5pm)

  • By e-mail:  [email protected]

  • By post:Germaine Collard, Rue de Loncin 234 à 4460 Grâce-Hollogne (Belgique)


Échanges and item returns

Can I return a package to you?

You want to change your item? You have 14 days from the date of receipt of your parcel to return the items in question.

  • Can I change an item purchased on the website in store? Of course! You can make an exchange in the Germaine Collard store of your choice.
  • You would like to change your shoes because they are the wrong size? Subject to stock availability, we will exchange your item for another size.Contact our customer service department at [email protected] for aéchange 

  • Do you want your money back? Contact our customer service departmentèle à l'adresse [email protected]

To return the package, there are two options:

      - Either we send you a return bpost label by e-mail à print and à stick it on your parcel
      - Or you can drop it off at one of our Germaine Collard outlets (the refund will only be made to the account used for the online purchase, not in-store)

Do you cover the cost of shipping a return package?

The return postage is free.
. Only returns during sale periods, for shoes purchased at discounted prices and for orders of which the amount is less than 50€ are payable.These are charged to the customer and vary according to the graphic situation.
Please note, we only take back items in their original condition (new) and in their original packaging.
. It is also requested that shoe boxes or clothing be returned in a cardboard box to protect them during transport.
We reserve the right to refuse a refund if the item is returned unprotected.


How do I get a refund on an item ?

If you post your return to a post office or bpost point using the return label provided, we will refund you within 72 hours of your parcel being picked up by the chosen post office or bpost point. We'll send you an e-mail to let you know that your refund has been processed:

  • by recrédit of the corresponding transaction if you had settled your order by credit card or via PayPal or with Bancontact / MisterCash

For credit card reimbursements, please note that interbank delays may delay the actual credit to your account by several days.

We reserve the right to refuse your return if any of the above conditions are not met. In this case, several options are available to you, the first of which is to come back and pick up your pairs in one of our boutiques of your choice, or to notify us that you would like to receive your parcel by post again. This will of course be at your expense.