FAQ - Frequently Asked Questions
We accept the following forms of payment on our online shop :
- Carte bleue
Payments by money order, check, transfer, refund or cash on delivery are not accepted.
Payment is 100% secure. The transactions are secured and crypted by the payment system of our partner CMCIC Payment. No data linked to payment is stored on our computer systems.
We deliver in all the countries belonging to the European Union. That to say : Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain (not including the Canary Islands, Ceuta y Melilla), Sweden, and the United Kingdom (not including the Channel Islands).
At the moment we can't deliver to the DOM-TOM countries and countries not belonging to the European Union.
Each order is shipped the next day, except for exceptional cases. Orders placed on Saturday and Sunday are shipped on Monday. For traced shipments, you will receive your tracking code by email at the time of shipment.
Shipping rates depend on the destination, the carrier and the weight of your order. They are calculated and displayed in your cart during the checkout process.
Colissimo Suivi / 48h-72h* / from 5,50€
Free from 100€ *average time found
European Union Zone 1
Belgium, Germany, Italy, Luxembourg, Netherlands, Spain, United Kingdom, Austria, Denmark, Ireland, Italy, Portugal,
UPS Saver / 48h-72h* / from 6,90€
Free from 130€ *average time found
European Union Zone 2
Finland, Sweden, Czech Republic, Slovakia, Slovenia, Hungary,Poland.
UPS Saver / 48h-72h* / from 8,90€
Free from 130€
European Union Zone 3
Greece, Cyprus, Estonia, Latvia, Lithuania, Malta, Romania.
UPS Saver / 2 to 5 business days* / from 10,90€ Free from 130€
* average time found
If for any reason you are not happy with your purchase, you may return the items postmarked within 14 calendar days of receipt. You have to go in the Order section of your customer account and select the product(s) you want to send back, specifying if you want an online store credit or a refund to your original method of payment.
Items must be returned in their original condition : unworn, unwashed, unaltered with the original shoe box, free of damage and postal labels. The return number must be in the box. We will notify you by email once your return is processed.
Orders may be returned using any method of your choice, at your expense. We recommend using a trackable and insured service. Make sure to fill our return form before mailing your return to the address below :
Retour Online 10 IS
9 rue des chouans
To help you choose the right size , please download and print the official 10 IS paper size guide.
Important : make sure your printer is set to 100% or do not scale.
If you prefer , you may measure your child's feet and refer to our own conversion chart below.
NB : if you have no information, we advise to choose the usual size. Our measures are close to the standard conversion table.
We give the greatest attention to the quality of its products. If, however, despite all of the quality controls carried out, some defects are reported, we invit you to report this problem as soon as possible.
In the case of a purchase from our online store, please complete the contact form stating your order number and nature of the defect, along with good quality pictures. Our team will respond quickly.
In the case of a purchase from one of our retailer, please contact the shop directly. To simplify the procedures of our customers, we have established an internal system in which the retailer takes care claims procedures. We can't in any circumstances find out something directly.
If you want to know a point of sale near you, contact us using the contact form stating your location and cities in which you are likely to go easily. We will respond as soon as possible.
Média & Press
If you need visual, information about us, please fill out the contact form, giving as much information about your needs as well as on the support you need them for.
For any partnership or advertising proposal, fill out the contact form with as much information you can. Someone from our press department will respond as soon as possible.
In order for us to direct you to the sales representative in your territory, please fill out the contact form providing us the name and location of your store, pictures of your shop and other brands you carry. If you are an online business, please specify the URL of your website.
If you have a distribution business and are interested in working with 10 IS, please fill out the contact form providing the name, location and website for your distribution business and someone will get back to you shortly.