1. When is my order dispatched ?

Your order is dispatched within 24 hours after you paid

-        If you place an order before 12H the order is shipped the same afternoon.

-        Otherwise, it is shipped the next morning. 

Orders placed on weekends or holidays are shipped on Monday or the next business day.

During the Christmas period, orders leave within 24 to 48 hours. Do not hesitate to contact us during this period.


  1. For a colissimo delivery in France, what is the delivery time of my order?

Once the order has been processed (24H), your package is handed over to the carrier you have selected.

-        Colissimo (i.e. La Poste service), the processing time is from 2 days to 5 working days. If you add the processing time of your order by our logistician, you will receive it within 3 to 6 working days. It is possible that your delivery may arrive within 48 hours, but for security reasons we indicate a minimum of 3 days.


NB: Once your order has been handed over to the carrier, the carrier alone is responsible for any delays.


For foreign countries, delivery times depend on the country, please refer to the general conditions of the carriers. Our carriers for abroad are Colissimo and DHL.


  1. How long does it take to send an express order to France?


-        If you place an order before 12H the order is shipped the same afternoon, it will be delivered the next day under 24H.


-        If you place an order after 12h, it will be delivered within 24h to 48h.


NB: for private individuals, in your absence, TNT will deposit your parcel in a TNT parcel relay

For foreign countries, delays depend on the country, please refer to the general conditions of the carriers.

Our overseas carriers are Colissimo and DHL.


  1. What should I do if my package is damaged or has been opened?

Upon receipt of your package, if you perceive an anomaly, notify the carrier or make a reservation with it to obtain a refund if necessary.

E2R cannot be held responsible for any problem related to the delivery.


  1. Colissimo indicates my order as delivered but I have not received anything...

The quality of delivery varies from place to place.

It may be that:

-the package is in your mailbox and the post office did not warn you

-the carrier did not leave a packing slip in your absence, in which case the package is in your usual post office. Consult the tracking link to check where your package is located.

-in the case of an express delivery, if you are absent, TNT deposits your parcel in a TNT parcel relay.

If you do not have your package after checking all this, it may be lost or stolen, in which case you must make a claim at the post office at 3631 (free local call metropolitan France) or by email at: https://aide.laposte.fr/email/.

In order to guarantee hand delivery, you can select Colissimo with signature when ordering.


  1. What should I do if my package tracking link doesn't work?

It is possible that for internal reasons, the logistician may change the choice of carrier for the shipment of your order.

The tracking link you receive is sent automatically, and in this case it is no longer suitable for the chosen carrier.

Contact us by email at contact@entre2retros.com and we'll look into it for you.


  1. What if I don't like my order?

Since your satisfaction is our priority, it is particularly important to us that you are happy with your order when you receive it. Unfortunately, it may happen that the product you ordered does not entirely meet your expectations... Too small, too big, not the color you imagined... the reasons can be various and it is quite normal!

We take back (exchange or refund) the item within 14 days of the order.

In your package is a return slip which explains the procedure to follow. Simply return the product to the address indicated and then send us by email the tracking number of the return package (charges to be paid by the customer). As soon as we receive your product, we will inform you by e-mail of the refund or exchange.

To find out more, read our return and exchange conditions here.

NB: a personalised product cannot be refunded or exchanged.


  1. How does customization work?


You will find in the Customization category all the products that you can customize according to your preference. Indeed all the products are not customizable.

Personalization is done by hand with a brush by expert calligraphers.

We propose to you:

1/ customizable items

2/ 15 different customization patterns!

All you have to do is select the product of your choice, copy the chosen pattern, and tell us the initials or  number you want

The customization time varies between 2 to 3 weeks. We keep you informed by email as soon as the product is ready, then it is shipped by courier or colissimo depending on your delivery location.


  1. Can I have the product of my choice customized?

No this is not possible because there is no place dedicated to customization on most of our models.

Our models are produced in limited series and then stocked.

During production, the number is the first item sewn on your bag, so it is not possible to change it.

The models offered for customization are timeless and part of our bestsellers.


  1. My bag is damaged, how can I get it repaired?


Our bags are designed to accompany you throughout your life. Unfortunately, there is no such thing as zero defects and some items may have defects or faults.

-If your bag has a manufacturing defect upon receipt of your package, thank you to report it to us and we will change it immediately.

-If your bag wears abnormally in the 3 years following its purchase, or if an accessory breaks, we invite you to contact us on contact@entre2retros.com in order to make a repair request for the item concerned.

You are responsible for sending your bag to our office and the rest will be taken care of by E2R.

NB : if your repair is due to an abusive or disproportionate use on your part (overloading of the bag, use related to time or inattention error leading to degradation) the repair will have to be invoiced on estimate.


  1. How long does it take to repair an E2R bag or accessory?

Our repair workshop is the same as the one where we produce our collections, i.e. in Morocco. It takes 3 weeks to 1 month to repair your bag.

For any other question, please contact us at contact@entre2retros.com or +33 7 84 64 42 02.






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