Everything you need to know before and after your order. Select a section.
Every pair is made to order. The timeline comes in two stages: the crafting, then the tracked delivery to your door.
How long before my pair is shipped?
Every SXEPPA pair is made to order. It is crafted once your order is placed, then shipped. Allow 4 to 6 weeks of crafting time before dispatch. This is not stock sitting on a shelf, it is a piece made for you.
What are the delivery times once the parcel is shipped?
Once your pair is ready, it ships with tracking. Estimated delivery times after dispatch:
- Europe: 5 to 7 business days
- North America: 5 to 7 business days
- Australia: 5 to 7 business days
- Rest of the world: 5 to 7 business days
These times are provided by the carriers and start when the parcel leaves us, not on the day you order.
How do I track my order?
You receive a tracking link by email as soon as your pair is shipped. Keep an eye on this link and let us know quickly about any issue, so we can act while the carrier still can.
My parcel is delayed or lost in transit, what happens?
Once the parcel is handed to the carrier, delivery is in their hands. A delay, a hold, a drop-off at a pickup point or a handling error falls under the carrier. We provide you with the tracking number and help you look into it, but SXEPPA cannot be held responsible for the carrier's delays or handling once the parcel has left.
Do I have to pay customs or import fees?
For international orders, any customs duties, taxes and import fees are your responsibility. They are not included in the product price or in the shipping cost.
What happens if my address is incomplete or incorrect?
You are responsible for providing a complete and accurate delivery address. A parcel returned or lost due to a wrong or incomplete address may be reshipped at your expense.
Tracking says delivered but I received nothing?
If tracking marks the parcel as delivered but you have not received it, the claim must be opened with the carrier. We support you with the information we have, but a parcel marked as delivered is considered delivered.
Made to order
Every SXEPPA pair is made to order. Nothing sits in a warehouse: your pair is crafted once your order is placed, then sent to you.
Made to order is not pre-order stock, it means we do not overproduce. Please allow 4 to 6 weeks to craft your pair before it ships.
Delivery times
Once your pair is ready, it ships with tracking. Estimated delivery times after it is handed to the carrier:
- Europe: 5 to 7 business days
- North America: 5 to 7 business days
- Australia: 5 to 7 business days
- Rest of the world: 5 to 7 business days
These times are estimates provided by our carriers and are not guaranteed. They start when your pair leaves us, not on the day you order.
Carriers and transit
Once your parcel is handed to the carrier, delivery is in their hands. If a parcel is delayed, held, delivered to a pickup point or mishandled in transit, that is between you and the carrier.
We provide you with your tracking number and help you follow it, but SXEPPA cannot be held responsible for the carrier's delays or handling once the parcel has left us.
Address, customs and lost parcels
You are responsible for providing a complete and accurate delivery address. Parcels returned or lost due to a wrong or incomplete address may be reshipped at your expense.
For international orders, any customs duties, taxes or import fees are your responsibility and are included neither in the price nor in the shipping cost.
If tracking marks a parcel as delivered but you have not received it, the claim must be opened with the carrier. We support you with the information we have, but a parcel marked as delivered is considered delivered.
Order tracking
You receive a tracking link by email as soon as your pair is shipped. Please keep an eye on it and act quickly if something seems off, so we can help you while the carrier still can.
Your legal rights preserved
The provisions above apply without prejudice to your statutory consumer rights under applicable law, which remain fully preserved.
Our pieces are made to order, so all sales are final. Here is the exact framework and the steps to follow in case of a defect.
Can I return or exchange my pair?
No. SXEPPA pairs are made to order and crafted specially for you. For this reason, all sales are final.
Why are all sales final?
Because each piece is made to order, only for you. There is no stock to put back on the shelf. This is what keeps every pair limited and prevents overproduction.
I picked the wrong size or changed my mind, can I exchange?
No. Made-to-order pieces cannot be returned or exchanged for a change of mind or a size that does not fit. Please use the size guide before ordering: our pairs fit true to size.
My pair arrived damaged or faulty, what should I do?
If your pair arrives damaged, faulty, or does not match the item you ordered, email contact.sxeppa@gmail.com within 48 hours of delivery, with photos. We will replace it or refund you in full, shipping included.
Are my consumer rights preserved?
Yes. Your statutory consumer rights under applicable law remain fully preserved.
Final sale
SXEPPA pairs are made to order and crafted specially for you. For this reason, all sales are final.
Made-to-order pieces cannot be returned or exchanged for a change of mind or a size that does not fit. Please use the size guide before ordering: our pairs fit true to size.
Defects and errors
If your pair arrives damaged, faulty, or is not the item you ordered, email contact.sxeppa@gmail.com within 48 hours of delivery, with photos.
After verification, we will replace it or refund you in full, shipping included.
A question before ordering?
Email us at contact.sxeppa@gmail.com before placing your order, and we will get back to you.
Your legal rights preserved
Your statutory consumer rights under applicable law remain fully preserved and are not affected by this policy.
How we collect, use and protect your data, and the rights you can exercise at any time.
What personal data do you collect?
Your contact details (name, address, phone, email), order information (billing and shipping addresses, payment confirmation), account information, your exchanges with our customer service, as well as usage data collected automatically (device, browser, IP address) through cookies and similar technologies.
Do you share my data with third parties?
We may share your data with our service providers (payment processors, data analysts, IT providers such as Shopify), our marketing and business partners, as well as within our group. Everything is handled in accordance with this policy.
How do I exercise my rights over my data?
Depending on your location, you may request access to, correction of, or deletion of your data, object to its sale or to targeted advertising, or limit its processing. Email contact.sxeppa@gmail.com.
Changes to this privacy policy
We may update this privacy policy from time to time to reflect changes in our practices or for operational, legal or regulatory reasons.
The revised policy is published on the Site and the last updated date is amended accordingly. We also take any other steps required by applicable law.
How we collect and use your personal data
To provide our Services, we collect personal data about you from various sources described below. The information we collect and use varies depending on how you interact with us.
Beyond the specific uses described further down, we may use the information collected to communicate with you, provide or improve the Services, comply with our legal obligations, enforce our terms of service, and protect or defend the Services, our rights and those of our users.
Data we collect directly from you
The information you provide directly through our Services may include: your contact details (name, address, phone number, email address); your order information (name, billing address, shipping address, payment confirmation, email, phone); your account information (username, password, security questions and other elements used to secure your account); customer service information (any details shared in your exchanges with us).
Certain features of the Services may require specific information about you. Not providing it may prevent you from accessing those features.
Data we collect about your usage
We may automatically collect certain information about your interaction with the Services (Usage Data). This may include information about your device, your browser, your network connection, your IP addresses and other elements related to your interaction with the Services.
This data is collected by means of cookies, pixels and similar technologies.
Data obtained from third parties
We may also receive information about you from third parties, including: our providers and vendors that support our Site and Services (for example Shopify); the payment processors that collect payment details to process your orders; third parties that track your interactions with our Site or our ads through tracking technologies such as cookies and web beacons.
All information obtained from third parties is handled in accordance with this policy.
How we use your personal data
Providing products and services: we use your data to perform our contract with you, for example to process payments, manage orders, ship products, handle returns and manage accounts.
Marketing and advertising: your data may be used for marketing purposes, including sending promotional messages and personalizing ads.
Security and fraud prevention: we process personal data to detect, investigate and mitigate fraudulent or malicious activity.
Cookies
We use cookies to operate and improve our Site. To learn how Shopify uses cookies, you can consult Shopify's cookie policy.
How we share your personal data
We may disclose personal data: to service providers (for example payment processors, data analysts, IT providers); to marketing and business partners for promotional purposes; to our affiliates or within our group.
Your rights
Depending on your location, you may have rights such as: access to, correction of, or deletion of your data; refusal of the sale of your data or of targeted advertising; limitation of the processing of your information.
To exercise these rights, contact us at contact.sxeppa@gmail.com.
Contact us
If you have any questions about this privacy policy or would like to exercise your rights, email us at contact.sxeppa@gmail.com.
The framework that governs your purchases and your use of the SXEPPA site. Please read it before placing an order.
Can I change my address or my order after payment?
Partly. Your delivery details (address, contact info) can be changed as long as your order has not shipped: email us quickly at contact.sxeppa@gmail.com. However, the order itself (size, model) can only be changed within 48 hours of purchase, before crafting begins. After that window, it is locked.
Who owns the SXEPPA designs and logo?
All content, designs, logos and trademarks displayed on this site are the exclusive property of SXEPPA. You may not reproduce, distribute or use them without our prior written consent.
What is your limitation of liability?
SXEPPA is not liable for indirect, incidental or consequential damages related to the use of our products or our site. Our liability for any claim is limited to the purchase amount of the item concerned. Your statutory consumer rights remain preserved.
Welcome to SXEPPA
By accessing or using our site and services, you agree to comply with these Terms and Conditions. Please read them carefully before placing an order.
1. General terms
1.1 These Terms and Conditions govern your access to and use of the SXEPPA site, products and services.
1.2 By making a purchase, you confirm that you have reached the age of legal majority in your jurisdiction, or that you have the consent of a parent or legal guardian.
1.3 We reserve the right to update or amend these Terms and Conditions at any time, with such changes taking effect as soon as they are published on our site.
2. Sales policy
2.1 All sales are final.
2.2 No refund or exchange is granted, unless the item is confirmed faulty by our team after verification.
2.3 A change of size or model is only possible within 48 hours of purchase, before crafting begins. After that window, no change to the order is possible.
2.4 If you have any difficulty related to sizing or to using the products, our customer service is available to help you.
3. Refund policy
3.1 Refunds only apply to cases where an item is verified as faulty or damaged on delivery.
3.2 SXEPPA is not liable for parcels that are lost, unclaimed or damaged during shipping. Customers are invited to contact the carrier for any assistance regarding lost or delayed parcels.
4. Delivery and shipping
4.1 Your delivery details can be corrected as long as the order has not shipped, by contacting us. The order itself (size, model) can only be changed within 48 hours of purchase, before crafting begins; after that window, it can no longer be changed.
4.2 Shipping times may vary depending on your location. We strive to ship quickly, but the delivery times stated are estimates only.
4.3 Customers are responsible for providing accurate shipping information at checkout. SXEPPA is not liable for delays or issues caused by incorrect delivery information.
5. Intellectual property
5.1 All content, designs, logos and trademarks displayed on this site are the exclusive property of SXEPPA.
5.2 You may not reproduce, distribute or use any content without the prior written consent of SXEPPA.
6. Limitation of liability
6.1 SXEPPA is not liable for indirect, incidental or consequential damages arising from the use of our products or our site.
6.2 Our liability for any claim is limited to the purchase amount of the item concerned.
7. Customer support and requests
7.1 For any question, concern or difficulty related to your order, contact us at contact.sxeppa@gmail.com.
7.2 We strive to respond to all requests Monday to Friday, 8am to 6pm.
8. Additional notes
8.1 For requests related to refunds, please refer to our Refund Policy.
8.2 For new releases and product announcements, follow us on Instagram.
9. Governing law
These Terms and Conditions are governed by French law. Any dispute regarding their interpretation or performance falls under the competent courts, subject to the mandatory consumer protection rules applicable in your country of residence.
10. Your legal rights preserved
Nothing in these Terms and Conditions has the effect of restricting your statutory consumer rights under applicable law, which remain fully preserved.
Depending on where you live, you can opt out of the sale or sharing of your data, and of targeted advertising.
Do you sell my personal data?
Depending on your location, notably in the United States, you may have the right to opt out of the sale or sharing of your personal data as well as of targeted advertising. To exercise this choice, email contact.sxeppa@gmail.com.
How do I opt out of targeted advertising?
You can send us your request at contact.sxeppa@gmail.com. We also honor recognized privacy preference signals, such as Global Privacy Control, where the law requires it.
Your privacy choices
Depending on where you live, in particular in certain US states, you may have additional rights regarding the use of your personal data.
This section explains how to exercise these choices. It applies without prejudice to the rights described in our Privacy Policy.
Opting out of the sale or sharing of your data
You can request that your personal data not be sold or shared with third parties, to the extent provided by applicable law.
To exercise this right, email us at contact.sxeppa@gmail.com, specifying your request.
Targeted advertising
You can object to the use of your data for targeted advertising. Once your request is processed, you may still see ads, but they will no longer be personalized based on the data concerned.
Privacy preference signals
Where applicable law requires it, we honor recognized privacy preference signals issued by your browser, such as Global Privacy Control, to automatically process your opt-out.
How to exercise your choices
For any request related to your privacy choices, contact us at contact.sxeppa@gmail.com. We may need to verify your identity before processing your request, in order to protect your data.
Your legal rights under applicable law remain preserved.
A secure, encrypted payment, confirmed in your currency before checkout.
What payment methods do you accept?
We accept Visa, Mastercard and American Express cards, as well as Apple Pay and Shop Pay for one-click checkout.
Is payment secure?
Yes. All payments are encrypted and processed to the PCI-DSS security standard. Your card details never travel in plain text and are not stored by SXEPPA.
Which currency will I pay in?
The currency displayed adapts to your delivery country. The amount charged matches the total shown at checkout.
When is my order confirmed?
As soon as your payment is confirmed, your order is validated and crafting begins within 48 hours. During these 48 hours, the order (size, model) can still be changed by emailing us; your delivery details can be changed as long as the parcel has not shipped. After these windows, the order is locked.
My payment failed, what should I do?
Check the information entered and your card limit, then try again. If the problem persists, try Apple Pay or Shop Pay, or email us at contact.sxeppa@gmail.com.
The most frequent questions about our pieces and how we work.
How do I choose my size?
Our pairs fit true to size. Take your usual size and check the size guide before ordering. If you are unsure between two sizes, email us and we will guide you.
How do I care for my pair?
Clean dry or with a soft, slightly damp cloth, without a washing machine or soaking. Let it air dry, away from any direct heat source, and store the pair away from moisture.
How do I track my order?
You receive a tracking link by email as soon as your pair ships. It lets you follow the journey all the way to delivery.
What does made to order mean?
Made to order. Your pair does not exist in stock: it is crafted once your order is placed. Allow 4 to 6 weeks of crafting time before dispatch. This is what guarantees that no pair is overproduced.
A question about an order, a delivery, a defect or a payment? Email us, we reply Monday to Friday, 8am to 6pm.
