Frequently Asked Questions

1. Customer accounts

How do I create my account?

To create your Goutal online store account, enter your e-mail address, which will be your login with the other required fields.

How do I make changes on my account?

Changing your password or your billing information couldn't be easier. Click on “Your account” and type your login and password. Once you're connected you'll be able to view and change your personal details.

I've forgotten my password, how do I connect to my account?

When you click on the forgotten password link, provide the e-mail address which was used to create your account. You will receive your password by e-mail shortly after. If you have any problems with this, please don't hesitate to contact us.

How do I subscribe to the newsletter?

Subscribe to La Maison Goutal newsletter by registering your e-mail address on the homepage in the newsletter section. You will be informed of our exclusive offers and news.

How do I unsubscribe from the newsletter?

You can unsubscribe from the newsletter by simply clicking on the unsubscribe link at the bottom of the newsletters you received. You can also do it from your account, in the subscription section. If you have any problems with this, please don't hesitate to contact us.

How do you use my personal information?

The information that you send us to process your order is only used in the context of our business relationship. This information cannot be shared with third parties or sold. In accordance with La Loi Informatique et Liberté (French information technology and civil freedom act) of 6 January 1978, you have the right to access and amend your personal information. Your banking information (payment cards) is only used in the context of your payment via our secure payment partner Adyen. We don't keep any of your bank details.

2. Orders

How do I make an order on Goutal online boutique?

To make an order on Goutal online boutique, just search our site by looking at the available products in the different categories. Select the items that you want to buy by clicking on 'Add to basket'. Once there are products in your basket, you can check the content by clicking on the basket, and then continue by clicking on the 'Order' button.

How long will it take for my order to be processed?

All of your orders will be dispatched within 48 hours. We will keep you updated by e-mail when your package is being prepared and dispatched.

An additional delivery schedule must be considered for orders containing an engraved product. This delay may be up 10 business days.

How can I find out the status of my order?

We will send you a confirmation e-mail a few minutes after your order has been confirmed. This e-mail will contain an order summary, together with a link which you can click on to access your account and to track the status of your order. Your order will show as 'Being prepared' and finally 'Dispatched'.

You will also receive a further e-mail to let you know when your package has been passed to the transporter, which will include a parcel tracking number enabling you to track the progress of your package.

How can I cancel my order?

It is possible to cancel an order while it has not yet been prepared at our depot provided that you inform us by sending an e-mail to before the scheduled dispatch date for your order.

No return or refund will be accepted for an engraved product.

What should I do if my product is damaged or if I haven't received the product I ordered?

Please contact Goutal Customer Service before returning the item, so that they can advise you on what you need to do. You can contact our Customer Service by e-mail at or by phone +33 (0)2 37 88 74 24.

3. Payment

Which payment methods do you accept?

You can use the following payment cards on Goutal online boutique: Carte Bleue, Visa, Mastercard and your Paypal account. The payments are completely secured by Adyen.

How is the payment secured?

Goutal online boutique uses the Adyen solution, which is recognized by some of the main financial operators. The solution has been developed so that you can make payments in a user-friendly environment with optimal security and privacy.

A payment protocol has been implemented for your security: '3D Secure' provides a more secure authentication of the payment card holder for payments made on our site, and protects the internet user against the fraudulent use of his/her card. This authentication is based on a model comprising 3 participants (hence the name 3D Secure), which are:

  • The retailer
  • The bank
  • The payment card system.

When you make your payment, you will be asked to follow an identification process in order to confirm the payment request. The information requested during the identification process varies depending on which bank issued the card: PIN number, date of birth, etc. In case of a problem with the 3D Secure payment, please contact the organization that issued your payment card.

What should I do if my promotional code doesn't work?

Please double-check the expiry date of your promotional code. Also make sure that it is in the correct case and enter your code without spaces. Try clearing the cache on your computer. If your code works you will see a message indicating that your voucher has been registered. Codes are not cumulative, so if you have several, only one can be used for your order. If you have tried all of the above and the code still doesn't work, please contact by e-mail at or by phone at +33 (0)2 37 88 74 24.


What are the delivery types and prices?

You can choose standard or express delivery in France, and UPS for the following countries : Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal, Spain, Sweden, United Kingdom.

Your order will be prepared at our depot within 48 hours. It will then be passed on to the transporter according to the delivery type /country that you have selected and will take between 2 to 6 days.

Delivery prices are automatically calculated when you place your order, according to the delivery type and country selected. You can view the price by going to your basket:

  • Colissimo, standard shipping in France, delivered 48 to 72h, free for any online purchase
  • Chronopost, express shipping in France, delivered 24h: 12,90 €
  • UPS, standard shipping within Europe, delivered 48 to 72h, see details

For deliveries to the United States please visit our US online boutique:

Please be informed that we do not support delivery to the French Overseas Departments and Territories

Country Delivery Type Delivery priceTTC
France - Standard shipping Colissimo Offerte
France - Express shipping Chronopost 12,90€
Belgique UPS 12,90€
Luxembourg UPS 12,90€
Pays Bas UPS 12,90€
Royaume-Uni UPS 14,90€
Italie UPS 14,90€
Allemagne UPS 14,90€
Espagne UPS 14,90€
Autriche UPS 14,90€
Danemark UPS 14,90€
Irlande UPS 14,90€
Portugal UPS 14,90€
Pologne UPS 26,90€
Finlande UPS 26,90€
Suède UPS 26,90€

How long does delivery and dispatch take?

Dispatch time is a maximum of 48 working hours (from Monday to Friday). This time corresponds to the time taken to prepare your order at our depot (destocking, checking, preparation of the package, packing, labelling etc.). Your order is then passed to the selected transporter. Delivery times depend on the delivery type and the country selected.

An additional delivery schedule must be considered for orders containing an engraved product. This delay may be up 10 business days.

Do you deliver overseas?

We currently ship to the following countries:
Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal, Spain, Sweden and United Kingdom.

For deliveries to the United States please visit our US online boutique:

What should I do if I'm not at home to collect the delivery?

If your transporter is Colissimo, Chronopost or UPS, the package is delivered directly to your home. If you're not at home when the delivery arrives, an attempted delivery notification will be put through your letterbox. This notification will indicate the date and time of the attempted delivery, together with the post office where you can collect your package. You should go to the indicated post office, and take the notification as well as a piece of ID to enable you to collect it. You have 15 days in which to collect your package, after which it will be returned to us.

5. Returns and refunds

What should I do if I don't receive my order?

If after 7 days you still haven't received your package, and no notification has been left, please try checking the status of your package on the Coliposte, Chronopost or UPS website, according to the delivery type selected. You can contact customer services at or by phone +33 (0)2 37 88 74 24.

How do I return a product and how long do I have to do so?

If you no longer want one or more of the products ordered, you can return it/them free of charge in the original packaging within 14 days of receipt.

In order to return the unwanted product, simply follow the 4 steps as indicated on the returns form attached to your package:

  1. Contact customer service to obtain a return label by email.
  2. Send back the item in its entirety and in its original packaging. Only items returned in their original state will be accepted and refunded.
  3. Attach a return form completed and a copy of your invoice to the package.
  4. Return the package by UPS to the address indicated below:

    Goutal Online Boutique
    1 avenue Nicolas Conte
    28000 Chartres

If the wrong product has been sent or the items are faulty, please contact customer services by e-mail at or by phone at +33 (0)2 37 88 74 24.

The legal and contractual rights of withdrawal cannot be applied with engraved products. No return or refund will be accepted for an engraved product.

What are the terms of return?

If the return is due to an error on our part, the customer has to contact customer service which will send a prepaid label on the condition of proof. If your product does not satisfy you, return costs are your responsibility.

Which payment method is used to make the refund?

The payment card that you used to pay for the order will be refunded via our payment partner Adyen, within 30 days of the date that the package is returned.

6. Technical problems

I haven't received your order and dispatch confirmation e-mails. What should I do?

These e-mails may have gone into the 'junk' or 'spam' folders in your mailbox. The settings of these types of folders are becoming increasingly sensitive in order to protect the privacy of their users, for example by identifying e-mails that are not listed in your contacts. You are advised to save the domain under the 'safe' list in your anti-spam tool and/or mailbox.

What should I do if I am not able to process my payment?

If your payment isn't going through, please check that there are no errors in your card number or the card expiry date. Please also check with your bank that they are not blocking the payment. For security reasons, customer services does not have access to your banking details, but is available to advise you.

7. Customer services

How can I contact the Customer Service?

If you have any problems, you can contact our customer service thanks to our website's contact section.