Frequently Asked Questions
1. Orders and Payments
To place an order, simply select your favourite items from the shop, add them to your basket, and follow the checkout steps.
You will be prompted to create an account or sign in to your customer area before proceeding with the secure payment.
Once your payment has been confirmed, you will receive a confirmation email summarising your order.
Payments are made online by credit or debit card via the Payplug solution, which is fully secure and compliant with European banking standards (3D Secure).
Once confirmed, an order can no longer be modified.
If you wish to cancel it, please contact us as soon as possible at edhec@affective.fr.
If your order has already been dispatched, you may exercise your right of withdrawal within 14 calendar days from receipt of the parcel, in accordance with current regulations.
Our customer service team will then provide you with the return instructions.
Once your order is confirmed, you will receive a confirmation email including your order number and a full summary of your purchase.
You can also view your order history in your customer area.
As soon as your order is dispatched, you will receive a shipping confirmation email containing the tracking link and parcel number, allowing you to check its status at any time.
You can also find the tracking information directly in your customer area.
2. Delivery
Orders are shipped within 3 to 4 working days after payment confirmation.
The total delivery time depends on the carrier and delivery method selected (standard, pickup point, or express).
Yes, the shop delivers to mainland France, Europe, and the United Kingdom.
Shipping costs and delivery times vary depending on the destination.
- DPD: Standard delivery with proof of delivery
- Colissimo PickUp: Delivery to a pickup point
- Chronopost 13: Next-day express delivery before 1 p.m. for orders placed before 1 p.m.
- Schenker: Pallet transport for orders over 90 kg
Shipping fees are calculated automatically based on weight, destination, and chosen carrier.
If you notice an unusual delay, first check your parcel status using the tracking link.
If no update appears after several working days, please contact our After-Sales Service at edhec@affective.fr.
A case will be opened, and you will receive a reply within 48 working hours.
3. Returns and Refunds
Exchanges are not available.
You have 14 days from receipt of your order to return an item.
The product must be new, unused, in its original packaging, and accompanied by the delivery note.
Returns should be sent to the following address:
11 rue du Général Mocquery
37550 Saint-Avertin
France
Return shipping costs are your responsibility.
Refunds are issued within 14 days maximum after receipt and validation of the returned product, using the same payment method as the original purchase.
If the returned product does not meet our conditions (used, damaged, missing packaging or delivery note), the return will be refused, and the product will be sent back to you without refund.
4. Products and Availability
Availability is displayed directly on each product page.
If an item is out of stock, you can activate the back-in-stock alert to be notified as soon as it becomes available again.
Our products are responsibly manufactured, favouring short supply chains, certified suppliers (OEKO-TEX®, GOTS, FSC…), and inclusive partnerships with ESAT and EA workshops.
Each product page details its origin, certifications, and CSR commitments.
For textiles, a size guide is also available.
Yes. We prioritise the use of recycled, natural, or certified materials (OEKO-TEX®, GOTS, FSC…).
We also partner with suppliers committed to waste reduction and energy-efficient production.
We favour European production to reduce transport and carbon footprint.
Our partners are chosen for their transparency, social values, and local impact.
Part of our collections are produced in partnership with inclusive workshops (ESAT, adapted companies), supporting professional integration.
Yes. When available, each product page includes details on manufacturing, environmental labels, and certifications, allowing you to make an informed, responsible choice.
5. Customer Service and Warranty
Our team is available Monday to Friday, from 9:30 a.m. to 6:00 p.m.
You can contact us by email at edhec@affective.fr or via the contact form on the shop.
Each request automatically generates a Zendesk ticket number to ensure transparent follow-up.
We are committed to responding within 48 working hours.
Yes, all our products are covered against manufacturing defects.
If you encounter a problem, please contact our customer service team, providing your order number and, if possible, a photo of the product concerned.
Send an email to edhec@affective.fr with your order number and a photo of the item.
Our team will assess the situation and offer an appropriate solution (refund, replacement, or credit note).
6. Security and Privacy
Yes. Your data is hosted on ISO 27001-certified servers in France (Naitways).
Affective acts as a GDPR-compliant data processor on behalf of EDHEC and adheres to European data protection standards.
You can request the deletion of your personal data at any time via the contact form or by email at rgpd@affective.fr.
Your request will be processed promptly in accordance with GDPR requirements.
Yes. All transactions are processed by Payplug, a solution compliant with European banking standards (PCI DSS and 3D Secure).
No banking data is stored on our servers.
7. User Account
Create your account in just a few clicks from the registration page.
You’ll then be able to view your orders, manage your addresses, and track deliveries.
Click on “Forgot your password?” on the login page to receive a reset link.
8. Press or Partnership Enquiries
For any press, communication, or partnership request, please contact:
? edhec@affective.fr
If you have any further questions, don’t hesitate to contact our customer service team at edhec@affective.fr.