FAQ

Frequently Asked Questions

My Account

How do I create a Coperni account?
Click on the account sign at the top right corner of the website. Then fill in your email address and submit it. You’ll receive an access code via your email address to access your account.

Orders

How do I place an order?
Choose your item, select the size, and click “Add to Bag.” When ready, click on the shopping bag icon and proceed to checkout. You can check out as a guest or log in to your Coperni account.

How do I know if my order was successful?
After placing an order, you’ll receive an order confirmation email. Once it ships, a second email with a tracking number will follow.

Can I cancel or change my order?
Unfortunately, once an order is confirmed, it cannot be modified or canceled. If you no longer want your item, you may return it once received.

How can I track my order?
Once your order is shipped, you’ll receive an email with a DHL tracking number. You can also track your order from your account.

I haven’t received my order. What should I do?
If your parcel hasn’t arrived within the expected delivery window, please contact our Customer Care team with your order number.

Payments

What payment methods are accepted?
We accept Visa, Mastercard, American Express, CB, Apple Pay, and PayPal. All payments are securely processed.

Why was my payment declined?
Please double-check your card details or contact your bank. If the issue persists, feel free to reach out to us.

Where can I find my invoice?
Your invoice is attached to your order confirmation email and is also available in your account under “My Orders.”

Shipping & Delivery

Where does Coperni ship?
We ship internationally. Shipping options and delivery times will be shown at checkout based on your location.

What are the delivery times?

  • France: 1–2 business days

  • Europe: 2–4 business days

  • International: 3–6 business days

Please note that during busy periods or promotions, shipping may take a little longer.

Is shipping free?
Shipping fees are calculated at checkout. Occasionally, we offer free shipping promotions — sign up for our newsletter to stay updated.

Do I need to pay customs duties?
For orders outside the EU, customs duties may apply and are the responsibility of the customer unless stated otherwise at checkout.

Returns & Refunds

What is your return policy?
You have 14 days from receiving your order to return any item. Items must be unused, with original tags and packaging. Footwear must be returned in its original box, placed inside protective packaging.

How do I return my order?

  1. Log-in to your account and select the order and items that you wish to return. 

  2. Our team will access your request and approve all eligible returns.

  3. We will share the pre-paid DHL return label with you via email. 

  4. Drop your returns off at a DHL point or schedule a pickup via the DHL website.

  5. Keep the proof of return until your refund is processed.

Do I need to pay for returns?
We will deduct standard cost of shipment from your shipping country (same as the cost of shipment to your shipping country) from the final refunded amount.

When will I get my refund?
Refunds are issued within 14 days after we receive and inspect your return. You’ll receive an email once your refund has been processed.

Can I exchange an item?
We do not offer exchanges at the moment. Please return your item and place a new order.

What if I received the wrong or a faulty item?
If you have placed your order on the 2nd of September or earlier, please email customercare@coperniparis.com with your order number and a photo of the issue.

If you have placed your order later than the 2nd of September, please fill out our form in the "Contact Us" page. We’ll assist you as soon as possible.

Product Information

How do I find my size?
You can consult our size guide on each product page. For further assistance, please fill out our form on our "Contact Us" page. 

Will an item be restocked?
If an item is out of stock, you can sign up for restock alerts on the product page.

Contact Us

Customer Care
Have a question? Our Customer Care team is here to help Monday–Friday from 10am to 6pm (CET).

If you have placed your order on the 2nd of September or earlier, please email customercare@coperniparis.com

If you have placed your order later than the 2nd of September, please fill out our form in the "Contact Us" page. We’ll assist you as soon as possible.