FAQ

My account

How to create an account?

To create an account click on the "my account" section at the top right of the site homepage and fill in the fields.

Can I order without creating an account ?

No, sorry. You will be asked to create an account to order but you can of course shop before creating your order.

Orders

How to order ?

Select the items of your choice. Click in the size you want in the appropriate tab. Then click on the "Add to Cart" tab.

Validate your cart

You will be asked to create an account or to sign in if you already have an account.

Click “create an account” if you do not have an account.

1. Enter your name and email address.

2. Enter your shipping address and billing address.

3. Choose your means of payment

Please note you will be asked to agree with our terms of sales.

If you do not tic the box “I agree with the terms of services and will adhere to them unconditionally” you will not be allowed to proceed with your order.

Once your order has been paid, you will receive an order confirmation by email.

Is it possible to change or cancel my order once I have processed with the payment?

To guarantee the best delivery times, your order will be put in delivery the day after you ordered (working days). If you want to cancel or change your order before it is put in delivery you have to inform us at eshop@gkero.fr within two hours after ordering. After this time, we will not be able to change or cancel your order. But you can of course still ask for an exchange or a refund according to our terms of sales.

Be sure to fill your order number in the subject line of your e-mail when you contact us.

I haven’t received any order confirmation, what can I do?

First, make sure that your order has been taken into account: make sure that you have received an order confirmation e-mail as a result of your payment. If not, check that the mail is not in your spam box. If the order confirmation is not found in your e-mails or in your junk mail box, please contact our Customer Service at eshop@gkero.fr.

Can I track my order?

Yes, the day after your purchase, when your order is put in delivery you will receive an e-mail with the tracking number of your order (Colissimo for France/ DHL for the rest of the World).

I haven’t received my order yet, is it normal?

When you place an order, the order will be sent the next day.

It usually takes 2 working days for a delivery in France with Colissimo,

1 working day for a delivery in Europe with DHL,

5 working days maximum for the rest of the world with DHL (depending on the country of delivery).

The easiest way to know your order status is to use the tracking number sent to you by e-mail when your order is put in delivery. If you still haven’t received your order after the delivery time has passed, please contact our customer service at eshop@gkero.fr.

Payment

How to pay my order?

The payment of your order on our website can be done:

- by credit card (visa, mastercard, and american express)

- via Paypal with your account

- via Paypal with credit card (possible without creating a paypal account)

Is the payment secured?

Our website is linked with CREDIT MUTUEL CITELIS (French bank) secured payment interface.

On payment you will be linked to the secured CREDIT MUTUEL CITELIS payment platform using the industry standard encryption protocol known as Secure Socket Layer (SSL) to keep your information secure. 

We never have access to your bank details.

Why has my payment been declined?

Your payment may have been refused for various reasons: an error in entering your bank account details, the amount of the order may exceed your financial reserves, your bank does not authorize your purchase etc. Your bank may not have authorized the transaction. Therefore, we recommend that you contact your bank before contacting us to check this. This is sometimes an excess of zeal from some banks who consider that your card was used by someone other than you.

Delivery

What are the delivery charges?

COUNTRY

DELIVERY TYPE

CHARGES

France

Colissimo/ DHL

Free

Europe

DHL

20€

Rest of the World

DHL

30€

What are the delivery times?

COUNTRY

DELIVERY METHODE

DELIVERY TIMES

France

Colissimo/DHL

Your order will be put in delivery the day after your purchase. Then it will be delivered within 48 hours.

Europe

DHL

Your order will be put in delivery the day after your purchase. Then it will be delivered to you within 24 hours.

Rest of the world

DHL

Your order will be put in delivery the day after your purchase. Then it will be delivered from 48 hours to 5 working days, depending on the country of destination.

Can customs fees be charged?

Purchase outside European Union may be submitted to custom or import duty once the parcel reaches its destination. These charges must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may contact your local customs office for further information or search on google such information.

Can I have my purchase delivered at G.Kero’s showroom in Paris?

Of course! All you have to do is to indicate our showroom address: 12 rue du Sentier - 75002 PARIS in the delivery address when requested.

Returns

Can I make a return?

Yes, if the item selected is defective or does not suit you in accordance with your right of withdrawal.

How to return my order?

All returns must be made within 14 days from the date of receipt of your order, as evidenced with the postmark.

Please contact our Customer Service Department at eshop@gkero.fr before returning the merchandise stating the reason for the return.

Do not forget to indicate your order number in the subject line of your e-mail. Without this number, we cannot identify your order.

The article should be returned to the following address:

G.KERO

12, RUE DU SENTIER

75002

PARIS

Each return must be carried out by tracked parcel or with acknowledgment of receipt.

Please note that we are not responsible for any loss of the package upon return.

Please enclose with your shipment your order as well as your order number.

Please also note that we only refund products packaged in their original packaging and that have never been worn.

Is it possible to bring an item back to the showroom?

You can also drop the piece you wish to return directly to our showroom if you are in Paris provided that you respect the modalities mentioned above.

How long before I get my refund?

Refund of your returned item will be made within 3 working days after the receipt of your return. Once the refund is made by our team, you will receive an e-mail to let you know.

Exchanges

How can I exchange?

Please note that exchanges are only possible within France.

We only exchange products returned in their original packaging and have never been worn.

The product can only be exchanged with a product of the same category or for a size and/or color of the same product.

The product can only be exchanged with another product at the same price.

Please contact our Customer Service at eshop@gkero.fr before proceeding with the exchange.

The return for exchange must be carried out by tracked parcel or with acknowledgment of receipt to the following address:

Service Retour G.KERO

SAUERBREI LOGISTICS

11 Rue de la Marne

77400 Saint Thibault des Vignes

France

Telephone: 01 60 07 85 40

Again we are not responsible of any loss of the package upon return.

When you return an article you must attached your original order to the parcel and indicate “return”.

Customer Service & Showroom

Is there a G.Kero store?

There is no G.Kero store yet. However, if you want to try an article, contact us at eshop@gkero.fr and we will be glad to welcome you in our showroom.

How to contact our customer service?

 Email: eshop@gkero.fr  

Telephone: 09 80 47 71 85       

How to find our showroom?

Address:

G.KERO

12, rue du Sentier

75002 Paris

FRANCE

Collections

 The piece I want is sold out. Will it be back ?

 We sometimes re-issue some iconic items. Please subscribe to our newsletter to be informed.

How to know my size?

On each product page a size chart is available by clicking “size chart” under the sizes tab.

You can as well access to all product sizes charts at the bottom of the homepage in the section “size guide”.

Can I use the washing machine to wash my clothes ?

You can use the washing machine to wash most of G.Kero’s clothes (max temperature 40°Celcius).

Some items as silks or cashmeres may request special care.

All maintenance instructions (washing, drying, ironing etc.) are indicated on the product sheet of the articles.

We advise you to consult theses care instructions.

Can I use the dryer function of my washing machine to dry my clothes?

Nooo ! It could shrink your clothes especially the t-shirts.

Where G.Kero’s products are made?

The clothes are designed in France, printed in Italy, and crafted in the best family workshops in Portugal with the upmost attention to details.

Are G.Kero’s clothes ethic or ecofriendly?

Yes, G.Kero pays attention to work only with environmentally friendly family workshops.

Is there something else I should know?

Yes, inside all G.Kero’s clothes you will find a label with the serial number of your piece. G.Kero only edits limited series.

Does G.Kero never goes on sale?

No G.Kero never goes on sale.

It is part of our ethic to avoid mass production and overconsumption.

G.Kero is paying attention to offer its customer a fair price all years long and not to devalue the items they have bought.

Newsletter

Is there a newsletter? How can I subscribe?

To subscribe to the G.Kero newsletter, simply drop down at the bottom of the homepage and fill in your email address in the field provided: «Subscribe to our newsletter».

How to unsubscribe ?

At the bottom of each email sent by G.Kero, you will find an "unsubscribe from this list" link. Click on it!