FAQs

1. Click on « My account » at the top right of your screen
2. Enter your email address to create your account Validate it by clicking on « Not registered yet? »
3. Enter your personal information then click on « Create an account »
4. Please fill all mandatory fields indicated by an asterisk before validating.

Please note: your password must contain a minimum of 5 characters.

1. Log into your account by clicking on « My account »
2. Enter your email address and your password
3. Click on « Sign in »

1. Log into your account by clicking on « My account »
2. Click on your name at the top of the screen
3. Click on « My personal information »
4. Enter your old password as well as the new one, twice, and confirm

Your password contains a symbol, a space or a typo which prevents you from logging in to our site. In this case, click on ‘I forgot my password’. Within a few minutes, you will receive an email to reset your password.

1. Click on the « Try a saddle » in the product sheet that interests you.
2. Fill out the entire form
3. Your request will be handed to a sport saddle expert in your region who will contact you as soon as possible to schedule a test ride.

1. Take a look at our dedicated used saddle page.
2. You can buy a saddle directly online (add the saddle to your cart and follow instructions).
3. Your saddle will be sent by courier, with a free cover and a maintenance kit.
4. You have 30 days to test the saddle.
5. You can make an appointment with your regional representative for expert advice. Please request a prepaid label from our customer services department if you wish to return your saddle to us free of charge. The saddle will be fully refunded.
6. Please note: if you return the saddle at your own expense, the return postage will not, under any circumstances, be refunded.

Please note: if you return the saddle at your own expense, the return postage will not, under any circumstances, be refunded.

N.B.: The saddle care kit and the cover must be returned in perfect condition if the saddle is returned within 30 days. If not, the value of each non-returned or damaged item indicated on your order form will be deducted from your refund.

1. Create your account or connect to your account on www.devoucoux.com
2. Choose the item(s) in which you are interested
3. Once you have selected your size and model, click on « Add to basket »
4. If your order is complete, click on « Check out » or continue your purchases
5. Enter your address if you have not yet filled it in or select an existing address. You can also choose a different billing address.
6. After having accepted the terms and conditions, click on « Order and pay »
7. Pay with your bank card or PayPal account or bank transfer, depending on the solution available in your country.

When will I receive my order?

To find out when your order will be shipped, go your customer web account’s "Order history and details ” section.
Your shipping time will be indicated on your order. 
If it is not mentioned, please feel free to contact us directly.

If your order is for an accessory or second-hand saddle:

1. Your order is ‘Pending’: contact the customer service department as soon as possible by calling our office number (818) 433 7694 (Eastern time), to cancel your order. You must provide your order number.
2. It isn’t possible to cancel an order with any other status, because this indicates that it is being prepared and/or has already been sent. This order must be returned by you as soon as you receive it.

If your order is for a new saddle:

• It is impossible to cancel an order for a new saddle (see the terms and conditions).

Orders are cancelled through a prior request on your behalf. If you did not make this request, contact our customer service department as soon as possible by calling (818) 433 7694 (Eastern time) office number.

All customer orders are systematically checked before being sent.

If your order status is marked « Partially delivered » you will receive the rest of your order a few days later.

If your order status is marked « Delivered », contact our customer service department as soon as possible by calling (818) 433 7694 (Eastern time) office number.

To retrieve your order invoice, please check our contact page and fill in the "Invoice request" form.

If you have received the wrong item or it is damaged, you must return it for an exchange or refund. To do so:

 USA orders: download return form

 Canadian orders: download return form

Please ask our customer services department for a prepaid label if you wish to return your item to us free of charge.

Please note: if you return the item at your own expense the return postage will not, under any circumstances, be refunded.

N.B. : Returned items are accepted up to 14 days after receipt of your order (see our terms and conditions of sale).

Each product must be returned unused (not oiled or greased) in its original packaging.

1. Log into your account by clicking on « My account »
2. Go to your customer area, click on your name at the top of the screen tab and then « My addresses »
3. Then, add a new address and click on « Save »

Devoucoux use mainly Chronopost and UPS but we also can use DPD, TNT ou UPS, depending on the item.

When will I receive my order?

To find out when your order will be shipped, go your customer web account’s "Order history and details ” section.
Your shipping time will be indicated on your order. 
If it is not mentioned, please feel free to contact us directly.

Devoucoux deliver worldwide. If you can't order in your country, please call us on +33 (0)7 60 60 61 03.

As soon as your parcel is ready to be delivered, you will receive an email from our transporter so that you can follow the delivery.

When your order is being prepared, you will receive an email from the transporter which will allow you to modify your delivery address if necessary.

Ask around you (neighbours, security guard, etc.) to find out if someone else has received your order. This is often the case.You can also find out from the transporter who delivered your package. In all cases, keep us informed by email or by calling (818) 433 7694 (Eastern time), our office number of your progress so that we can start an investigation if necessary.

If your order status says « partially delivered », you will receive the rest of your order a few days later.

For all accessories or pre-owned saddles ordered online, the delivery times are indicated below the ‘add to basket’ button according to the size and colour of the item selected.

If you want to send back an item for an exchange or a reimbursement, download and print the return form below, fill it in and enclose it with your returned item.

 USA orders: download return form

 Canadian orders: download return form

Please note: if you return the item at your own expense the return postage will not, under any circumstances, be refunded.

N.B. : Returned items are accepted up to 14 days after receipt of your order (see our terms and conditions of sale).

Each product must be returned unused (not oiled or greased) in its original packaging.

If you have received the wrong item or it is damaged, you must return it for an exchange or a refund. To do so, download and print the return form below, fill it in and enclose it with your returned item.

 USA orders: download return form

 Canadian orders: download return form

Please ask our customer services department for a prepaid label if you wish to return your item to us free of charge.

Please note: if you return the item at your own expense the return postage will not, under any circumstances, be refunded.

N.B. : Returned items are accepted up to 14 days after receipt of your order (see our terms and conditions of sale).

Each product must be returned unused (not oiled or greased) in its original packaging.

If the used saddle you bought on our website isn’t right for you, you have 30 days to return it to us. The return postage is free of charge: just ask for a prepaid label via our online chat function or by sending an email to shopwellington@devoucoux.com. If you return the saddle at your own expense, the return postage cannot, under any circumstances, be refunded.

N.B.: The saddle care kit and the cover must be returned in perfect condition if the saddle is returned within 30 days. If not, the value of each non-returned or damaged item indicated on your order form will be deducted from your refund.

1. Log into your account by clicking on « My account »
2. Go on « Saddle to send back »
3. Then, follow the return instructions.

If you don’t have a printer to print your return voucher, copy your return voucher by hand onto a piece of paper and attach it to the package.

If you can’t create your return voucher, this means you have exceeded the 14 days from the day of receipt of the order. Returns are accepted within 14 days from the date of receipt of the order (see our terms and conditions). For more information, contact our customer service department on (818) 433 7694 (Eastern time).

1. For all online orders, as stipulated in our terms and conditions of sale, the return postage will be at your expense
2. For all orders placed with your sport saddle expert, as stipulated in our terms and conditions of sale, we will cover the cost of return postage up to 14 days following the receipt of your order. No returns will be possible after this date. This section doesn’t apply to new saddle orders (see T&C), under any circumstances.

After we have received your return, we will first check the equipment which must be returned unused in its original packaging, accompanied by the completed return form. The refund will take place within two weeks from the date of receipt of your product.

Refunds are made in the form of bank transfers which may take several days to appear in your account. After ten days, if you still see nothing in your account, please contact our customer service department on (818) 433 7694 (Eastern time) office number.

If the size of your item isn’t correct, you can return or exchange it within 14 days from the date of delivery of your order. Refer to the « Returns & Exchanges » heading of our FAQ.

If you have received the wrong item or it is damaged, you must return it for an exchange or a refund. To do so, download and print the return form below, fill it in and enclose it with your returned item.

 USA orders: download return form

 Canadian orders: download return form

Please ask our customer services department for a prepaid label if you wish to return your item to us free of charge.

Please note: if you return the item at your own expense the return postage will not, under any circumstances, be refunded.

N.B. : Returned items are accepted up to 14 days after receipt of your order (see our terms and conditions of sale).

Each product must be returned unused (not oiled or greased) in its original packaging.

If you are hesitating between two sizes, we recommend that you check out our Size Guide available for each item.

Colours may slightly differ between the photo and reality. Remember that our accessories are not treated when they leave the workshop and it is therefore normal that the leather is lighter than the images on our website.

All transfers on our website are secured. Devoucoux has a SSL (Secure Socket Layer) scripting system to protect all your personal information. Your credit card is also checked with its number, its expiry date, and the cryptogram. Before any order goes through an authorization request is sent to the bank to detect and stop any transaction from non-existing, stolen or lost cards.

Payments can be done either by a credit or debit card or Paypal (a secure and well known payment system that scripts all details) only. If you have a gift card or a voucher you just have to fill in the “gift cheque” entry with the number that is written down. Our website accepts the following cards: Visa, MasterCard, American Express. An automatic authorization request will be sent to your bank for the amount of your order.

If you can’t confirm your order, please check:

1. 1. That you are connected to your Devoucoux account
   2. That you have accepted the terms and conditions
   3. That your credit card has not expired
   4. That you have not gone beyond the limits on your credit card
   5. That the cardholder’s full name contains no accents or symbols.

If all these conditions have been met and you still cannot confirm your payment, please contact our customer service department on (818) 433 7694 (Eastern time).

In order to use your gift card:

1. Log into your account by clicking on « My account ».
2. Add the items you want to buy to your cart.
3. Enter the code on your give voucher into the « Promotional code » area.
4. Click on « Proceed to check out » and follow instructions.

To use a code, you must first be connected to your account then:

1. Check that you have entered it correctly, including copying capital letters and spaces.
2. Check if your code is still available and you haven’t used it for an earlier order.
3. Check that the date of your code is still valid.

If the problem continues, our customer service department is available on (818) 433 7694 (Eastern time).

Unfortunately, you cannot under any circumstances offer or sell your gift card or your promotional code to a third party. Gift cards are nominative and belong to your Devoucoux account..

Selection is used to add the items you have noted as you surf in your Devoucoux wishlist or to create an alert if you are looking for a second-hand saddle which corresponds to your expectations. Make your dream selection, your wishlist. You can share your selection through social media. This is a very practical idea if your friends and family are looking for a birthday gift for you. Be careful, your selection doesn’t reserve the items selected. It only notes down all the things you like and records the alerts you have set up.

If you can’t order an item in your wishlist, this means that unfortunately it is no longer available. Remember, the selection doesn’t reserve the items.

Your selection does not reserve the items selected, it only brings together all the things you like.