FAQ

A Shopify* account is automatically created during your first order after filling in and validating all the required fields for shipping your purchase. If you already have an account, you will be automatically linked to it after entering your email and the unique six-digit verification code that was sent to you beforehand.

If you do not receive the email containing the verification code in your inbox after a few minutes, please check your spam folder. If you find the email in this folder, we recommend configuring your email inbox so that Shopify emails are automatically directed to your inbox.

*Hosting site of Eden-Roc Riviera Collection.

You can modify the information on your Eden-Roc Riviera Collection account by clicking on "Your account".
Enter your user ID, one-time verification code and, once you are logged in, click on "My profile" to change information like you name or postal address.

If you want to delete your account, please contact our Client Service Center where a Client Advisor will assist you with the steps to follow.

You don't need a password to log in to your Eden-Roc Riviera Collection account. To log in, enter your email address. A one-time, six-digit verification code is sent to you. If you already have an account, you will then be automatically logged into it.

The Client Service Center will be delighted to answer your questions from Monday to Friday via the form located on the 'Contact' page of the Eden-Roc Riviera Collection website or by email at contact@edenrocrivieracollection.com

You can also write to us at this address:

Hotel du Cap-Eden-Roc
Client Service Center Eden-Roc Riviera Collection
Boulevard J. F. Kennedy, CS 10029
06 605 Antibes Cedex
France

There is currently one boutique located on the hotel's property, situated on the Cap d'Antibes in the South of France. It is only accessible to the Hotel du Cap-Eden-Roc guests during its opening season.

By subscribing to the Eden-Roc Riviera Collection/Hotel du Cap-Eden-Roc newsletter, you will be one of the first to hear about new products and news from us.

To subscribe to our newsletter, please visit the "Newsletter" section and fill in the registration form.
If you wish to unsubscribe from our newsletter, click on the link at the bottom of each Eden-Roc Riviera Collection/Hotel du Cap-Eden-Roc newsletter.
You can also contact our Client Service Center with any questions regarding our newsletter. Our Client Advisors will be delighted to assist you.

Some "Hotel du Cap-Eden-Roc" products are available for online purchase. You can find them on the Hotel du Cap-Eden-Ro page.

In order to check the availability of an item, choose the article that interests you on our website and click on it.

This will result in one of three things:

• if the "add to cart" button appears, this means that you can order it online. Please be aware that only the available sizes will be selectable.
• if a “pre-order” button appears, this means that you are invited to order and pay for the product prior to its creation process. Please refer to the “pre-orders” section of this FAQ for additional information.
• it is, however, possible that the item you are looking for is temporarily out of stock, in which case it will be marked as "out of stock".

The Eden-Roc Riviera Collection website unfortunately does not offer discount coupons, whether for the purchase of a single item or for multiple orders.

You will find a size guide specific to each fashion brand featured on the edenrocrivieracollection.com website.
This size guide is available as a downloadable PDF document from the product page of each item or from the respective brand page.

The Client Service Center will be delighted to answer your questions from Monday to Friday via the form located on the 'Contact' page of the Eden-Roc Riviera Collection website or by email at contact@edenrocrivieracollection.com

Purchases of items in stock or on pre-order are processed promptly to ensure they reach you as soon as possible.

If you need to cancel an order that:

• has not yet been shipped, please contact our Client Service Center as soon as possible - our Client Advisors will do their best to assist you with this process.
• has already been shipped, you have a 14-day period to return it to us and request a refund.
  

If you need to modify an order that has not yet been shipped, to remove a product, change the quantity of a product, add a product, modify delivery, etc., and this modification results in:

• a reduction in the price of the order, we will refund you the difference as soon as possible.
• an increase in the price of the order, you will receive an email asking you to pay the difference so that we can proceed with the shipment.

For terms applicable to pre-orders, please refer to the “Pre-Orders” section of this FAQ.

To access your order history, please log in to the website edenrocrivieracollection.com.
Enter your email address along with the 6-digit code, valid for one use, that was sent to you. Once logged in using this code, you will be able to view your order history.

Orders can be cancelled when the item is no longer available, the order is abnormal (for example, the order does not meet the standard terms and conditions, an inaccurate delivery address, placed by a customer with whom there is an outstanding or previous dispute or an order that exceeds the order thresholds) or due to an exceptional technical issue.

Pre-orders may be cancelled if the item is unable to be shipped within 30 days after the shipment date provided at the time you placed the pre-order. For additional terms applicable to pre-orders, please refer to the “Pre-Orders” section of this FAQ.

Orders are intended to be sold exclusively to end buyers for their personal needs and are not intended for resell or commercial purposes. If commercial activity is suspected, orders can be cancelled.

When an order is cancelled, we will promptly notify you via email. The payment for the cancelled order will be automatically refunded as soon as possible.

Please contact the Client Service Center if you have additional questions.

Our system does not generate invoices.

A summary of your order will be sent directly to the email address associated with your account or order as a guest. The prices of the purchased items will be included in this summary.

Please contact the Client Service Center if you have additional questions.

To provide you with a unique experience, we take special care in preparing your order.

However, we would like to point out that unfortunately, our order processing system currently does not allow for gift wrapping.

Currently, our platform does not allow for the inclusion of personalized messages in your package.

A summary of your order will be sent directly to the email address associated with your account or order as a guest. The prices of the purchased items will be included in this summary.

Gifts purchased on edenrocrivieracollection.com can be exchanged or returned within 14 days from the date of receiving the package.

Returns with or without exchange must be processed by the person who placed the order.

If the gift recipient prefers a simple return, all refunds will be issued to the original payment method.

We cannot issue store credit for products purchased on edenrocrivieracollection.com.

Payments are accepted via "CB", MasterCard, Visa, American Express with a valid billing address.
Prepaid cards and prepaid gift cards are not accepted on edenrocrivieracollection.com.

All transactions done on the edenrocrivieracollection.com website are extremely secure. An SSL encryption system is in place to protect personal data and payment information.

Finally, we enhance payment security through the 3D Secure system for Visa, Mastercard, and American Express cards equipped with it. An additional step occurs during payment, verifying the cardholder's identity and validating the transaction.
Each bank has its own authentication process. For any questions regarding your 3D Secure code, we invite you to contact your bank directly.

In addition, Eden-Roc Riviera Collection makes a commitment to you not to save any credit card or personal information.

The amount of applicable tax for your purchase is automatically calculated and displayed in the total of your order at the checkout, once you have provided your address.

In general, items available on the website edenrocrivieracollection.com can be shipped worldwide. However, please note that a few rare items may be exceptions to this rule. Our website defaults to showing you items available based on the geographical region from which you are accessing it. Therefore, due to the unavailability of certain items depending on the delivery address, your cart may change accordingly.

You can check the status of your order from your account or via the links provided in the order confirmation or shipping confirmation emails. You will then be prompted to enter the order number to validate your identity.

You can view your order status at any time. To do so, we invite you to click on the tracking link provided in the shipping confirmation email of your order. If you have placed a multi-product with a multi-brand order, each product or group of products from a different brand will have a different tracking link. Please note during peak periods delivery times may take longer. Additionally, our workshop and/or carriers may be closed on National Holidays or experience inclement weather delays, strikes etc. You will receive a confirmation by email once your order has been delivered. For further assistance, you may also contact the Eden-Roc Riviera Collection Client Service Center.

Your items will enter the initial stages of the delivery process once the payment for your order has been processed. Delivery times may vary from one brand to another. We invite you to check them on the product page of the item you purchased on edenrocrivieracollection.com.

You can view your order status at any time.
To do so, we invite you to click on the tracking link provided in the shipping confirmation email of your order. If you have placed a multi-product with a multi-brand order, each product or group of products from a different brand will have a different tracking link.

If you do not receive your package within the expected delivery timeframes mentioned above, please contact carrier's Customer Service to get an update on the status of your order.

For further assistance, you may also contact the Eden-Roc Riviera Collection Client Service Center.

You can return any order to us (excluding custom-made or pre-order items) within 14 days of receiving it.

Product(s) must be returned in the original packaging, accompanied by any accessories and documents provided (notices, guarantees, return tags, certificates of authenticity). Any damaged, used, incomplete or soiled product(s) cannot be returned or exchanged. All shoes must be tried on a soft, clean and dry carpeted area to avoid any damage to the soles. Failure to do so may result in non-acceptance of your return or exchange.

Similarly, all sealed items (such as swimsuits, etc.) that have been unsealed after delivery and cannot be returned for reasons of hygiene or health protection cannot be exchanged.

An item can only be exchanged once, the item received in exchange can therefore only be returned for a refund under the usual conditions.

Once your order has reached our workshop, it will be verified by our experts. If the product meets our return conditions, you will be reimbursed to your original payment method, or your exchange order will be processed.

Any item that is returned damaged, used, incomplete, or soiled will not be refunded and will be sent back to you. Our teams will provide you with a response as soon as possible for the handling of returns and exchanges.

If you wish to return an item, you will be responsible for the associated shipping costs. We recommend choosing a tracked delivery service to ensure your return reaches us safely. For more information, please refer to our return policy.

If the delivered items are not in accordance with your order, please contact our Eden-Roc Riviera Collection Client Service Center.

A pre-order product is an item that has not yet been produced. The production system will be initiated upon validation of your payment. The production lead times are indicated on the pre-ordered product page.

If a delay or problem with preparing the product for shipment should occur, we will notify you via the email address you used to make the pre-order, and will advise you of your options in that notice.

Changes or cancellations of your pre-order are generally not possible unless we notifie you of a delay or problem. Should you need to request cancellation without having received such a notification from us, please contact the Client Service Center as soon as possible – our Client Advisors will do their best to assist you with your request.

If Eden-Roc Riviera Collection cannot ship a pre-ordered item by the estimated shipping date provided to you at the time you completed the pre-order (or within 30 days of your pre-order if no estimated shipping date was indicated), then Eden-Roc Riviera Collection will notify you via email. That notice will explain your options depending on whether and when Eden-Roc Riviera Collection expects to be able to ship the item.

If Eden-Roc Riviera Collection must cancel your pre-order, or if you request to cancel it in response to an email providing that option, Eden-Roc Riviera Collection will provide a full refund via your original method of payment within a month of the cancellation. Please note that, in this situation, Eden-Roc Riviera Collection is not permitted to issue online credit or vouchers, or to exchange a different item for your pre-ordered item.

It is important to note that custom-made or pre-order products are not eligible for cancellations, modifications, or refunds at the Customer's request, except in the case of product defects. Therefore, the 14-day withdrawal period does not apply to these specific orders. If a quality issue is identified upon receipt of the personalized item, we invite you to contact our Customer Service.

Except as specifically modified in our Terms and Conditions for Online Sales (TCS) and in this “Pre-Orders” FAQ section, all other website terms of use apply to pre-orders as well.

Your finalization of a pre-order means you consent to the terms and conditions laid out in this “Pre-Orders” FAQ section and in our TCS.

Please see our TCS and “Returning Your Order” FAQs for Eden-Roc Riviera Collection’s generally applicable return terms.

The processing, confidentiality, and security of your personal data is important to us.

We are committed to offering you personalized services while respecting your privacy and choices in accordance with the applicable personal data regulations, in particular, the General Data Protection Regulation (GDPR) for customers residing in the EU, and those regulations applicable to you as residents of your home State for customers residing in the US.

Your personal data might also be processed by Eden-Roc Riviera Collection's trusted third-party suppliers (when shipping your order for example). We take all necessary safeguards, notably contractual, technical, and organizational measures to guarantee the privacy and security of your data and to protect such data from any misrepresentation, damage, destruction, or access by unauthorized third parties.

It is important that you can control your personal data. In accordance with GDPR, you have the right to access and make corrections to your personal data, in addition to the right to request its removal, to oppose the use of your data providing you have a legitimate reason, and to obtain limitation and portability as far as this is applicable. You are also able to request to no longer receive personalized communications about our products and services.

If you have any questions or concerns about how we process and use your personal data or would like to exercise any of the rights described above, please contact our Client Service Center.

Your personal data are handled in accordance with Eden-Roc Riviera Collection’s privacy policy.