Customer account
How can I create a customer account?
You can quickly create your own account using a valid email address via the registration form.
Do I need to create an account to place an order?
No, you can place an order as a guest. However, order tracking and order history are only available through a customer account.
How can I change my password or personal details?
Log in to your The Originals account and update your information in the “Account information” section.
What should I do if I forget my password?
Click on Forgot password. After entering your email address, you will receive an email with a link to reset your password.
Where can I find my orders?
All your orders are available in the “My orders” section of your account. Order history is only accessible after creating an account.
How can I delete my customer account?
To request the deletion of your account and personal data, please send an email to dpo-theoriginals@renault.com from the email address used to create the account.
Order
How can I purchase your products?
You can place an order at any time through our online store. A physical store is also available at Renault the carwalk 53 Avenue des Champs-Élysées, 75008 Paris. Orders by phone are not possible.
How can I check the status of my order?
You can check the status of your order in the “My orders” section of your customer account. If you placed an order as a guest, this service is not available. You will receive a shipping confirmation email with a tracking number once your order has been dispatched.
Can I cancel my order?
As orders are prepared automatically, it is not possible to cancel an order. You may refuse the parcel upon delivery or return it within 30 days to receive a refund.
Can I modify my order after it has been placed?
Once an order has been confirmed, it cannot be modified.
Payment
Which payment methods are accepted?
Credit card
You can pay securely by credit card. Visa and MasterCard are accepted.
Delivery
How will my order be delivered?
Once the parcel has been collected by the carrier, your order will be delivered within 3 to 5 working days. You can track the shipment using the tracking number once it is active.
Has my order already been shipped?
The status “Order shipped” means that the parcel has been handed over to the carrier. You will receive a shipping confirmation email with a tracking number.
Why can’t I track my parcel even though I have a tracking number?
The tracking number may not yet be active. If your order has not been delivered within 14 days, please contact our customer service.
How are delivery fees calculated?
Delivery fees are calculated based on the delivery country and the weight of the parcel.
Which carrier delivers your orders?
Our parcels are shipped via Chronopost.
What should I do if my parcel arrives damaged or opened?
If your parcel arrives damaged or opened, please refuse it or make a note with the carrier at the time of delivery.
Return
How long do I have to return my order?
You have 30 days to return for free one or more items in their original condition.
My item is damaged or defective, what should I do?
You can return the item for free within 30 days of receipt and contact us by email at support.theoriginals-store@renault.com with the details.
Is an exchange possible?
In the case of a defective product, we will send a replacement once the damaged item has been returned. For textiles, an exchange may be requested if the size does not fit.
How does the refund process work?
Once the returned product has been received and approved, the refund will be issued to the original payment method.
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