Frequently Asked Questions

Motus is a boutique located in the heart of the 9th arrondissement, where we have been selecting, offering, and showcasing women's clothing labels for over 30 years. From independent French designers to more established ready-to-wear brands, Motus offers a varied selection of on-trend pieces. Season after season, Motus combines the quality, creativity, style, and affordability of its products so that every customer feels beautiful and in tune with the times!

Each month, we offer you two or three new collections of pieces selected by our teams.

You can view our size guide by clicking here.You can also find size advice on some product pages, as well as the model's measurements and size. Product dimensions in cm are also provided. These measurements are taken with the garments laid flat so you can compare them with the clothes you already own.If you're hesitating between two sizes, please feel free to contact us at contact@motusboutique.fr so we can advise you as best we can.

If you are having trouble logging in to your account, first check that the email address you want to log in with is the same one you used to place your order. Also, feel free to reset your password.

If you receive an error message saying that login is impossible, this means that you placed your order as a guest. (see explanation below)

If it still doesn’t work after these steps, please don’t hesitate to contact us on our chat or at contact@motusboutique.fr.

If you can't log in to your account, or if your account doesn't show the order you just placed: this means you placed your order as a guest.

In this case, we invite you to create an account if you haven't already done so, and to contact us so we can link your order to your account.

If you do not wish to create an account, you can track your order here: track my order or from our order shipping email.

All your purchases on our platform are protected and fully secure. Your banking information is encrypted and is never in our possession. Transactions are fully processed by our partner Mollie's secure payment module.

On our e-shop, you can pay for your order:

* By bank card (Visa, MasterCard, American Express).
* Via PayPal.
* By Apple Pay
* In 3 interest-free instalments.

Your bank account will be charged as soon as your order is confirmed.

It is possible to download the invoice for your purchase in your account area by clicking on Order, then Invoice to the right of the order of your choice.

Après avoir validé et payé votre commande, vous recevrez un e-mail de confirmation comprenant la facture. Sur votre compte, vous retrouverez le compte rendu de votre achat et votre facture dans la rubrique “Mes commandes”.

Once your order is being processed, it is no longer possible to add or remove items or modify a product from your customer account.

However, we have a maximum window of one hour to make changes to your order before it is sent to our warehouse. If the one-hour window has not been exceeded, contact us at contact@motusboutique.fr and include your order number and the changes you would like to make.

If, unfortunately, the change is not possible, we invite you to return the item and place a new order.

Our in-store stock is different from the stock available on the website. For this reason, we cannot guarantee availability or reserve a product in store.

Our online stock is very limited and some products may sell out quickly, which is why we invite you to sign up for back-in-stock alerts to be notified of a customer return or restock.

Your signup for this alert allows us to anticipate our stock for a possible restock.

As soon as your order is shipped, you will receive an email with your order tracking number. You can also track the progress of your order from your personal account, in the "Orders" tab.

Please contact us at contact@motusboutique.fr so we can help you.

Back-in-stock alerts let you shop your favorite pieces. Alerts are sent when a product is restocked or returned by a customer.

We deliver our products worldwide.

However, please note that shipping to some countries may incur customs fees.

To learn more about delivery methods and costs, we recommend adding a product to your cart and simulating an order purchase by entering your shipping address. The delivery options will then be displayed.

MAINLAND FRANCE

Your delivery is free for any order over 100€ for pickup-point delivery.

EUROPE

DOM-TOM / Worldwide

Worldwide delivery

If the country you want to order from is not available, feel free to email us at contact@motusboutique.fr

You can have your orders delivered by Mondial Relay, Colissimo, or Chronopost.

Order before 1 p.m. on weekdays to be delivered as early as the next day with Chronopost.

Orders placed on our e-shop are processed by our logistics partner and shipped Monday to Friday within 24 to 48 hours, then:

* Delivered within 48 hours by our Mondial Relay & Colissimo service providers
* 24 hours for Chronopost (when ordering before 1 p.m.)

Once your order has been handed over to the chosen carrier, you will receive an email containing the parcel tracking number and the carrier tracking link. You will also be able to track your order from your account area.

You may have to pay customs duties or import taxes if you want international delivery (outside mainland France and outside the European Union VAT area). This is especially the case if you choose delivery to Switzerland or Canada, for example.

These charges are therefore the responsibility of the importer, that is, the customer.

If you were away when your parcel was delivered, Colissimo will leave a delivery notice and offer you either:

* To collect your parcel from a pickup point.
* To have it re-delivered as soon as the next day.

If your parcel is returned to us, you will automatically be refunded to the bank account used for the purchase and the item will be restocked.

If you would like it resent, please place a new order.

You have 14 days after receiving your order to send us your request.

You can generate your return label by clicking here or from your customer account in the returns tab.

When returning from abroad, it is important to declare the parcel to customs as a return of goods with no commercial value. This helps avoid additional fees on receipt.

The items must be returned:
- in their original packaging
- with the tags attached
- unworn and in perfect condition

The order form must be included in the parcel so the return can be processed correctly.

The following return fees will be deducted from the refund:
- France: 6€
- European Union: 9€

For returns outside the European Union, return shipping costs remain your responsibility.

You may also return your items at your own expense to the following address:

Kuehne + Nagel | BIGBLUE MOTU Returns
2 Avenue Joseph Paxton
Parc d’Activités du Nid de Grive
77164 Ferrières-en-Brie — France

For returns outside the European Union, customs fees may apply.

During your return request, the exchange option will be offered to you.

Once your return has been approved, you can place a new order for the item you want. If the item is the same price, only shipping costs will need to be paid. If you add other items or if the price is different, you can pay the difference.

To generate your return label, click here or go to your customer account.

You have 14 days after receiving your order to complete this process.

Your return will be processed and refunded within 20 business days after receipt. We will refund you to the bank account of the card used to pay for the order. You will be notified by email when your return has been processed.

The refunded amount will correspond to the value of the returned products with tags and in perfect condition.

If, 4 weeks after receipt, your return still has not been processed, please contact us at contact@motusboutique.fr.

We’re sorry for this situation. Please know that we carefully inspect our products; however, it is possible for a faulty item to escape our checks and have a defect.

We invite you to contact our customer service at contact@motusboutique.fr with a photo of your defective item so that we can work together to find the best solution to your issue.

Without a photo of the defective item, we will not be able to cover the return shipping costs for this item.

If there are any changes to your return request, please contact us so we can update it.

Your return may be refused if:
* If your package is returned to us after the 14-day period
* If your products are sent back to us without tags, washed/worn

It is no longer possible to combine multiple orders into a single return. We invite you to submit a separate return request for each order, then send them back separately.

You can find the country of origin of our products on each product page. Our products come from France, Europe, and Asia.

We list the composition of each piece on our product pages.

Afin to care for your Motus pieces, on each product page, we provide the appropriate care instructions for each piece.

Our store is located at 64 rue de Caumartin, Paris 9th arrondissement. We are open Monday through Saturday, from 10:30 a.m. to 8 p.m.

Our in-store selection is different from the selection available on our e-shop. We cannot guarantee that you will find the same items in store or on the e-shop.

Please contact us at contact@motusboutique.fr.