FAQ

Orders

How do I know if my order has been successfully processed?

Once your order is finalized, you will receive an email confirmation. This confirmation includes the main details of your order.

Can I modify my order after it has been validated?

If your order has not yet been prepared or shipped, you can contact our customer service to check if a modification is still possible.

What happens if an item is unavailable?

If an item is unavailable, you will be notified as soon as possible. You can then request a refund or an exchange, depending on the available options.

Delivery

What are the shipping times?

We offer shipping within 72/96 hours, Monday to Friday, excluding holidays. Orders placed before noon can be shipped the same day.

When are weekend orders shipped?

Orders placed on Friday afternoon, Saturday, or Sunday are generally shipped on Monday.

Where can my order be delivered?

Goods are delivered to the address provided when placing the order. We do not deliver to campsites, hotels, poste restante, or P.O. boxes.

What happens if my address is incorrect?

Any package returned to CARCER due to an incorrect or incomplete address may be reshipped at the Buyer's expense.

Returns

What is the return deadline?

You can return an item within the timeframe specified in our return policy, starting from the date you receive your order.

In what condition must items be returned?

Items must be returned in their original condition. They must not have been worn or washed, and must be in a condition suitable for resale.

Do tags need to be attached?

Yes. Returned or exchanged items must be accompanied by their tags, as well as any corresponding accessories or manuals.

To which address should I return my package?

Returns should be sent to the following address: CARCER - IKAO, lot n°142, 8 rue des Gardinoux, 93300 Aubervilliers, France.

Are return shipping costs my responsibility?

Return shipping costs are generally the responsibility of the customer, except in specific cases, particularly in the event of a product that does not conform to the order or an error during the preparation of the package.

Exchanges

How to request an exchange?

You must return the item(s) following the return procedure. Indicate on the return form the item to be exchanged, the reason for the exchange, as well as the color and size of the new item desired.

Is the replacement item still guaranteed?

The availability of the requested replacement item cannot be guaranteed. If the item is no longer available, our team will inform you of the possible solutions.

Who covers the shipping costs for the exchange?

Shipping costs for the replacement order may be covered by IKAO PARIS according to the conditions outlined in our return policy.

Will I receive a confirmation after the exchange?

Yes. Once the exchange process is complete, you will receive an email notification.

Refunds

How am I refunded after a return?

The refund amount is credited to the original payment method used for the purchase.

Are the initial delivery charges refunded?

The original delivery charges are non-refundable, except in the case of cancellation by the seller or in specific cases as outlined in our terms and conditions.

When will I receive my refund?

The refund is processed after we receive and verify the returned items. Once the process is complete, you will receive an email notification.

Sizes

How do I choose my size?

We recommend consulting our size guide before placing your order. Measurements are approximate and may vary slightly depending on the cut, fabric, and style.

What if I'm between sizes?

If you're between sizes, we generally recommend choosing the larger size for a more comfortable fit.

Are all the cuts the same?

No. Some pieces may have a classic, oversized, straight, or more fitted cut. Please refer to the description of the specific product.

Customer Account

How to create a customer account?

You can create an account directly from the customer area of our website or application, by filling in the requested information.

How to delete my account?

The recommended method is to log in to your account, access your profile, then click on the link or button labeled "Delete my account" and follow the instructions.

I can't access my account, how do I request its deletion?

You can send a request by email to contact@ikao.fr with the following subject: USER ACCOUNT DELETION REQUEST. Be sure to include the email address associated with the account in question.

How long does it take to process an account deletion?

Account deletion requests are processed within a maximum of 72 business hours. Once the deletion is complete, you will receive a confirmation email.

Personal Data

What personal data may be collected?

Personal data may include, in particular, your first and last name, address, telephone number, email address, order data, username, cookies, IP address, or any information that allows your identification.

Why is my data used?

Your data may be used to process your orders, manage your customer account, respond to your requests, improve the website, provide customer support, or send you marketing information when permitted.

What are my rights regarding my data?

You have, in particular, the right to access, rectify, erase, limit processing, object to processing, and transfer your data.

How can I exercise my rights?

You can contact us by email at contact@ikao.fr or by mail to the address of CARCER.

Do you use cookies?

Yes. Cookies may be used to ensure the proper functioning of the site, analyze browsing, remember certain preferences, or offer more relevant content and advertisements.

Do you have another question?

Our customer service team is available to answer any questions you may have regarding an order, a return, an exchange, a refund, or the use of your personal data.

FAQ

Frequently Asked Questions