Delivery, Returns, Payment at ONLY REPS: The Transparent and Complete Guide (2026)

Ordering reps online raises 3 legitimate questions: how long will it take to receive my order, how do I get a refund if something goes wrong, and how do I pay without worrying. This guide answers all these sub-questions, without beating around the bush, with real timelines, real costs, and real rules. Over 10,000 words to become an expert in reps logistics.

Reading time: 35 minutes. Saving to favorites recommended. Article written by the ONLY REPS team, updated April 2026.

Your parcel's journey: from order to delivery

Before diving into timelines, understand what happens between your "order" click and the delivery person's doorbell. Here are the 7 invisible steps of your parcel:

1.1 — Step 1: Payment validation (instant)

As soon as you pay, our system verifies: valid card, available funds, 3D Secure (credit card) or bank validation (Open Banking). Validation in less than 30 seconds in 95% of cases.

1.2 — Step 2: Transmission to partner factory (1-2 days)

Your order is consolidated in the system and transmitted to the relevant factory (sneakers in Putian, luxury in Guangzhou, UK streetwear in Dongguan). If several items are from different factories, we await consolidation at our hub.

1.3 — Step 3: Preparation and quality control (1-3 days)

The factory prepares your exact item. Our QC team performs the 4 checks (see our guide to recognizing a rep for details). If the item passes: direct to shipping. If not: return to factory for exchange or replacement.

1.4 — Step 4: Packaging and shipping (1 day)

Your order is packaged in its branded box + neutral shipping box (kraft, no logo). Shipping label affixed. Handed over to the carrier (4PX, Yanwen, or other depending on destination).

1.5 — Step 5: International transit (4-10 days)

The parcel travels by air (express) or by boat + air (standard). Typical routes:

• Express to Europe: Putian/Guangzhou → Hong Kong → Paris/Frankfurt → local destination (4-6 days).
• Standard to Europe: Chinese hub → mixed transport → European hub (Netherlands or Germany) → local distribution (7-10 days).

1.6 — Step 6: Customs clearance (1-3 days)

Upon arrival in the EU, your package goes through customs. In 92% of cases: random check is negative, the package continues. In 8% of cases: package is opened for verification, which adds 2-4 days.

1.7 — Step 7: Local distribution (1-3 days)

The package is entrusted to the local carrier (La Poste France, DPD, Mondial Relay depending on your choice). Home delivery or relay point depending on your choice at checkout.

Delivery: real times by destination

Here are the real deadlines, no marketing BS. These deadlines are ranges based on the history of over 10,000 orders.

2.1 — France and Western Europe

2.2 — Southern Europe

2.3 — Northern and Eastern Europe

2.4 — Periods with extended deadlines

Certain periods experience 30-50% longer delays:

• Black Friday / Cyber Monday (end of November): parcel volume x3, saturated customs.
• Christmas period (mid-December to early January).
• Chinese New Year (end of January to early February): factories closed for 7-10 days, gradual catch-up.
• Summer sales (end of June / beginning of July).

We display a warning banner on the site during these periods.

Carriers: who does what

We use different carriers depending on the destination and the chosen option. Understanding who delivers your parcel helps to anticipate.

3.1 — International transit

3.2 — Local distribution (France)

3.3 — How to know who is delivering your parcel

At the time of order, the planned carrier is indicated. Upon dispatch, your tracking number specifies the final carrier (for example, a number starting with "1Z" = UPS, "EE" = La Poste, "QXM" = Mondial Relay).

Advanced tracking: decoding each status

Your parcel displays different statuses throughout its journey. Here's how to decode them.

4.1 — Normal statuses

4.2 — Problematic statuses

Customs and fees: who pays what by country

Sensitive topic. Here's the truth, country by country, without hiding anything.

5.1 — Europe customs comparison table

5.2 — How we minimize controls

Several strategies to reduce the risk of control:

• Correct declarations: neither over-declared (inevitable control) nor under-declared (risk of seizure).
• Generic categories: "clothing", "sports shoes" rather than brand names.
• Distribution of arrivals: we do not send 50 parcels to the same address on the same day.
• European hub: passing through an EU hub (NL, DE) rather than arriving directly.

5.3 — If you receive a customs notification

Very rare, but possible (especially in the UK and Switzerland). You generally receive a letter from local customs requesting payment of VAT + duties. Keep the letter, pay, send us a copy: we refund 100% (DDP policy).

Our DDP commitment: what it covers

DDP = Delivered Duty Paid. This is our contractual commitment to assume all shipping risks.

6.1 — What is covered

• Parcel lost in transit: free reshipment or full refund.
• Parcel seized by customs: full refund upon proof.
• Customs fees levied: refund upon proof (customs letter).
• Visibly damaged parcel in transit: exchange or refund.
• Address error on our part: free re-shipment.
• Significant delay (>50% of announced times): commercial gesture.

6.2 — What is not covered

• Address error on your part at the time of order.
• Refusal of receipt without valid reason.
• Theft after delivery (carrier's or your responsibility).
• Exceptional force majeure (natural disaster, general strike).

6.3 — How to activate DDP

No need to request. It's automatic on every order. You just need to provide proof (seizure letter, carrier's acknowledgment of receipt, etc.) if applicable.

14-day return policy: the truth

You have 14 days after receipt to request a return. Here are the rules, without hidden clauses.

7.1 — Strict conditions

• Item never worn outdoors (trying on at home on a clean carpet or floor is OK).
• Original box and accessories (external tags, desiccant sachets, tissue paper).
• Intact tags (hangtag attached).
• No signs of wear (no marked creases, no stains, no perfume/cigarette smell).

7.2 — Return fees

7.3 — Refused cases

• Personalized items (engravings, custom embroidery).
• Underwear and socks (hygiene).
• Items on sale at -50% or more (final offer).
• Items worn outdoors (systematically checked).
• Items whose box is destroyed (box is part of the value).

How to initiate a return: step-by-step process

The 5-step process:

8.1 — Step 1: Start the request

Go to our Returns page. Indicate:

• Your order number (starts with "OR" followed by 6 digits).
• The item concerned (if several).
• The reason (size, quality, other).
• Exchange or refund.

8.2 — Step 2: Validation and label

Within 24 hours on weekdays, you will receive by email:

• Confirmation of receipt.
• Pre-paid return label (PDF to print).
• Return address (our European hub).
• Packaging instructions.

8.3 — Step 3: Packaging

1. Put the item back in its original box.
2. Place all accessories (laces, tissue paper, sachets, hangtag).
3. Put the original box in the shipping box (or over-packaging if the box is fragile).
4. Stick the return label on the outside.

8.4 — Step 4: Drop-off

Depending on the label:

• La Poste: drop-off at post office or yellow mailbox (if under 2kg).
• Mondial Relay: drop-off at relay point (12,000+ in France).
• DPD / Chronopost: drop-off at Pickup point or home collection by appointment.

8.5 — Step 5: Receipt and processing

Upon receipt at our facility (5-10 days depending on carrier):

1. Quality control of the return (verification of the conditions above).
2. If OK: full refund within 5-10 business days OR exchange immediately.
3. If not OK: we will contact you to discuss (rare, usually an omission of box or accessories).

Exchange or refund: choosing the best option

9.1 — Exchange

Advantages:

• Faster than refund + new order.
• Free re-shipping costs.
• Guarantee of keeping the same batch (useful if you like the batch).

Disadvantages:

• Limited to an equivalent product (same product, different size/color).
• No price difference possible.

9.2 — Full refund

Advantages:

• You choose what to do with the money (another product, keep it).
• No equivalent product constraint.

Disadvantages:

• If you want another product, you have to place a new order (5-10 days wait).
• Shipping costs are not refunded (they have been used).

9.3 — Store credit

Option: receive a store credit +10% instead of a standard refund. If you are refunded €100, you receive €110 in store credit to use on the site within 12 months. Good deal if you want to buy from us again.

Payment: credit card and Open Banking transfer

At ONLY REPS, only two payment methods are available. Here's why and how.

10.1 — Credit card (Visa, Mastercard, Maestro)

The most commonly used. Process:

1. You enter your credit card details at checkout.
2. Stripe (our processor) encrypts the data and sends it to your bank.
3. Your bank requests 3D Secure validation (usually a mobile notification).
4. You validate: payment is effective. You refuse: payment is canceled.

No credit card details are stored with us. Stripe is PCI-DSS Level 1 (the highest security standard worldwide).

10.2 — Open Banking Transfer

Faster and more secure than traditional bank transfers. Process:

1. You choose "Open Banking Transfer" at checkout.
2. You choose your bank from the list (all major French/EU banks).
3. You are redirected to your banking app/website in secure mode.
4. You validate the payment (1 click or code).
5. Instant validation, your order is confirmed immediately.

Advantages:

• No RIB to copy-paste.
• No transfer delay (instant).
• No credit card limit blocking.
• More discreet (does not appear as "e-commerce purchase" on your statement).

10.3 — Which method to choose?

• Credit card if order < €200, credit card limit OK, and you want the usual simplicity.
• Open Banking Transfer if order > €200, credit card limit exceeded, or you want banking discretion.

Why not PayPal, Apple Pay,

Recurring question. Honest answer:

11.1 — PayPal

PayPal has a restrictive policy on reps e-commerce sites. Result: payments are often frozen for several weeks, which blocks your orders. We tried PayPal in 2024, abandoned after 3 months and 47 blocked orders. Bad customer experience = we don't use it.

11.2 — Apple Pay / Google Pay

Excellent in theory. But their backend relies on Stripe or PayPal. On Stripe: Apple Pay works, but we don't activate it because Apple has a strict annual review of reps sites. We will add it when we have a 100% stable setup. On PayPal: same problem as direct PayPal.

11.3 — / Klarna / Scalapay (payment in 3-4 installments)

These providers explicitly refuse our activity. This is their anti-reps policy. Not negotiable. We prefer to tell you honestly rather than show you the option and tell you "refused" at checkout.

11.4 — Crypto (BTC, USDT)

Currently being integrated for end of 2026. You will be able to pay with USDT (Tether), BTC (Bitcoin), ETH (Ethereum). Automatic conversion to EUR at the time of payment. You will be notified by email when it is available.

Payment security: 3D Secure and Open Banking explained

12.1 — 3D Secure: what exactly is it

3D Secure is a security layer that requires additional validation at the time of credit card payment. Typical process:

1. You validate the payment on the merchant site.
2. Your bank sends a notification to its mobile app.
3. You validate in the app (Touch ID, PIN code).
4. Payment is confirmed.

Advantage: even if your credit card is stolen, the thief cannot validate without your phone. Mandatory in the EU since 2021 for all payments > €30.

12.2 — Open Banking: PSD2 and the European directive

Open Banking stems from the European directive PSD2 (Payment Services Directive 2), which came into force in 2018. It forces banks to open their systems via APIs to allow direct payments without credit card intermediaries.

Specifically:

• No credit card needed.
• Strong authentication (FaceID, code).
• Instant validation.
• Reduced fees (no credit card commission for the merchant, so sometimes lower prices).

12.3 — Our security partners

• Stripe (credit card): world leader, PCI-DSS Level 1, audited by European banking authorities.
• Tink / TrueLayer (Open Banking): official partners with EBA payment institution license.

No bank details are stored on our servers.

My payment is refused: 5 reasons and solutions

If your payment is refused at checkout, here are the most frequent reasons and how to resolve them.

13.1 — Reason #1: Your bank's anti-fraud policy

The most frequent case (60% of refusals). Your bank has an algorithm that detects "suspicious" payments (unusual amount, international site, non-classic e-commerce). Solution:

1. Call your bank's customer service (number on the back of your credit card).
2. Ask to "unblock the payment to ONLY REPS".
3. Retry immediately on our site.

95% of refusals are resolved by this method.

13.2 — Reason #2: Credit card limit exceeded

Your weekly/monthly limits have been exceeded. Solution: call your bank to temporarily increase it, or use Open Banking transfer (no limit).

13.3 — Reason #3: 3D Secure not validated

You did not validate the 3D Secure notification within the allotted time (usually 60 seconds). Solution: retry keeping your phone within reach.

13.4 — Reason #4: Incorrect credit card data

You made a typo in the number, expiration date, or CVV code. Solution: check carefully and retry.

13.5 — Reason #5: Problem on Stripe side

Very rare (less than 1% of cases). Technical problem at Stripe. Solution: retry 30 minutes later, or use Open Banking in the meantime.

Special cases: gift delivery, business delivery, relay point

14.1 — Gift delivery

You can have it delivered to an address other than your own (gift, surprise):

1. At checkout, uncheck "Delivery = Billing".
2. Enter the recipient's delivery address.
3. Check "Hide price on slip" (free).
4. Optional: add a gift message (max 200 characters).

The recipient receives a neutral package, without invoice, only with the shipping slip.

14.2 — Delivery to your company

Possible. Indicate the company name + your name + office if relevant. The delivery person will pass during business hours (9 am-6 pm generally). Check that your company accepts personal packages, some policies prohibit it.

14.3 — Relay point delivery

You can choose a Mondial Relay point (12,000+ in France) instead of your home. Advantages:

• No need to be present (collection over 14 days).
• Discretion.
• Same fees as home delivery.

14.4 — Automated lockers

Not yet available with us. Currently being integrated for end of 2026 (DPD Pickup and La Poste Lockers).

14.5 — Reshipment

If you miss your package and it returns to the carrier, you can request free reshipment (within the month). After: return to sender, fees to be renegotiated with us.

Disputes: what to do if the order causes a problem

15.1 — Level 1: ONLY REPS Customer Service

Systematic first recourse. Email to support@onlyreps.fr with:

• Order number.
• Description of the problem.
• Photos if relevant.
• Desired solution (exchange, refund, other).

Response within 2 hours on weekdays, 95% of cases resolved within 48 hours.

15.2 — Level 2: Internal mediation

If customer service cannot resolve it, request "internal mediation" by CCing the support manager. Response within 5 business days.

15.3 — Level 3: External platforms

As a last resort:

• Trustpilot (public reviews, strong responsiveness from our side).
• Consumer Mediator (free, online procedure).
• European ODR platform (online dispute resolution).

15.4 — Level 4: Legal procedure

Very rare (less than 0.01% of orders). For disputes > €1000. Competent commercial court: Lyon (ONLY REPS head office).

Loyalty program: how it works

Bonus for regular customers.

16.1 — Level 1: Bronze (after 1st order)

• -5% on the 2nd order.
• VIP newsletter access (drops before everyone else).

16.2 — Level 2: Silver (after 4 orders)

• -10% permanent.
• Free shipping from €80.
• Free PSP for all orders.

16.3 — Level 3: Gold (after 10 orders)

• -15% permanent.
• VVIP drops access (ultra-rare models).
• Dedicated support (direct phone).
• Birthday gift (1 free item).

Advanced logistics: what really happens behind the scenes

17.1 — The detailed journey of the package

To understand the delays, here are the 15 precise steps your package goes through:

1. Day 0: Order validated, payment confirmed.
2. Day +1: Transmission to the factory (Putian, Guangzhou or Dongguan depending on product).
3. Day +2: Preparation of the exact item by the factory.
4. Day +3: QC1 by our team.
5. Day +4: QC2, QC3 (finishing touches).
6. Day +5: Branded carton packaging + transport carton.
7. Day +5: Shipment to the international carrier.
8. Day +6-7: Transport to Hong Kong (hub).
9. Day +8: Flight to Amsterdam or Paris (European hub).
10. Day +9: Arrival in Europe, customs clearance.
11. Day +10-11: Customs clearance (1-3 days depending on inspection).
12. Day +12: Transport to your country via local subcontracting.
13. Day +13: Arrives at the local sorting center.
14. Day +14: Out for delivery.
15. Day +14-15: Delivery to destination.

Total average for standard France: 10-14 days. Express: 4-6 days (skips certain steps with premium freight).

17.2 — Exceptional cases

Certain cases may extend delays:

• In-depth customs control: +2 to +5 days. Rare (5-8% of packages).
• Package lost by carrier: +3 to +10 days to resolve. Very rare.
• Address error: +2 to +7 days to correct. Rare if you checked carefully at checkout.
• Holiday season overload: +2 to +5 days systematically during Black Friday, Christmas.

17.3 — Carriers in detail

Our main carriers and their specificities:

4PX: specializes in China-Europe transit. Excellent tracking, average delays 7-10 days. Customs management included.

Yanwen: economic alternative. Delays 8-12 days. Correct tracking but less precise than 4PX.

SF Express: premium. Delays 4-6 days. More expensive but super reliable.

China Post: economic option. Delays 12-18 days. Used only for orders < €50.

17.4 — Local distribution France

For France, our final partners:

La Poste / Colissimo: the most common. Home delivery or post office. Mediocre tracking.

Mondial Relay: relay point (12,000+ in France). Very reliable, economical. Moderate tracking.

Chronopost: express, home delivery. Excellent tracking. More expensive.

DPD: relay point (Pickup Points). Alternative to Mondial Relay.

Customs decrypted country by country

18.1 — France

Control risk: 5-8%. Applicable VAT: 20% (on declared value). Potential customs duties: 12% (on value > variable threshold).

Our strategy: fair declarations (neither over-declared nor under-declared), generic categorization (clothing, shoes), staggered arrivals to avoid patterns.

In case of seizure: we refund 100%.

18.2 — Belgium

Risk: 6-9%. VAT: 21%. Similar process to France. Same DDP coverage.

18.3 — Germany

Risk: 7-10%. VAT: 19%. Stricter customs than France. Sometimes package opening for visual inspection.

18.4 — Spain / Portugal / Italy

Risk: 5-9%. VAT: 21% (Spain), 23% (Portugal), 22% (Italy). Customs generally less strict than Germany.

18.5 — United Kingdom (post-Brexit)

Risk: 15-20%. VAT: 20% + duties 12% (post-Brexit). Very strict customs.

Our UK strategy: DDP for VAT only (duties remain at your expense but are refundable upon proof).

18.6 — Switzerland

Risk: 15-20%. VAT: 7.7%. Very strict customs (Switzerland is non-EU).

Upon proof of customs payment, we refund in full.

Payment security: technicalities

19.1 — PCI-DSS and Stripe

Stripe, our credit card processor, is PCI-DSS Level 1 certified (the highest level of security for credit card processing). This means:

• No credit card data is stored on our servers.
• Data is transmitted via encrypted tunnels (TLS 1.3).
• Annual security audit by an independent auditor.
• Stripe's responsibility in case of a breach.

19.2 — Open Banking (PSD2)

Open Banking transfers are processed through our partners Tink or TrueLayer, both approved by the EBA (European Banking Authority).

Security:

• Strong authentication (FaceID, TouchID, code).
• End-to-end encrypted session.
• Verification before each transaction.
• Impossible to create a payment without explicit authorization.

19.3 — 3D Secure 2.0

3DS 2.0 is the current version of the security protocol for credit card payments. Required in the EU since 2021. How it works:

1. You enter your credit card details.
2. Stripe sends a request to your bank.
3. Your bank analyzes the transaction (amount, merchant, location).
4. If high risk: notification on your phone to validate.
5. If low risk: no additional validation necessary.

In 2026, approximately 60% of transactions are validated without additional prompts (thanks to banking AI that learns your purchasing patterns).

Detailed Return Policy: Case by Case

20.1 — Standard Return (size or choice)

Most common case: you are not satisfied with the size or you change your mind.

Process:

1. Log in to your account on the website.
2. Go to "My Orders" > "Return this item".
3. Select the reason (size/choice/change of mind).
4. You receive the return label within 24 hours.
5. Ship within 14 days of receipt.
6. Full refund within 5-10 days of receipt at our facility.

20.2 — Return for non-Tier 1 quality

If you believe the item does not meet Tier 1 standard:

Accelerated Process:

1. Contact support@onlyreps.fr directly with detailed photos.
2. Our quality team analyzes within 24 hours.
3. If defect validated: free return + exchange or refund option + commercial gesture (e.g., 15% credit).

20.3 — Return for manufacturing defect

Ex: loose stitching, defective embroidery, damaged sole.

Process:

1. Contact support within 14 days with photos.
2. Verification by our QC.
3. If defect confirmed: immediate free exchange + commercial gesture (15-25% credit).

20.4 — Return after customs seizure

Very rare. If your package is seized by customs:

1. Keep the seizure letter (essential).
2. Contact support with a scan of the letter.
3. Full refund within 5-10 days (DDP policy).
4. Optional: free re-shipment if you wish to reorder.

Special Scenarios: Gifts, Special Deliveries

21.1 — Gift Order

To offer an item:

1. At checkout, uncheck "Billing address = shipping".
2. Enter the recipient's address.
3. Optional: add a gift note (max 200 characters).
4. Important: request "gift packaging" (free).

The recipient receives a neutral package, premium packaging, with your note. No visible invoice.

21.2 — Business Delivery

To deliver to your workplace:

• Verify that your company accepts personal packages (some prohibit them).
• Indicate the company name + your name + office.
• Delivery during business hours (9 am-6 pm).
• The delivery person will ask for ID.

21.3 — Relay Point: Choose

In France, you can choose a Mondial Relay point at checkout. Advantages:

• No need to be present (collection within 14 days).
• More discreet (no delivery person ringing the bell).
• Convenient for apartments.
• Free (same cost as home delivery).

21.4 — International Shipping

We deliver to most European countries + Switzerland, UK, Norway, Iceland.

Countries we do NOT deliver to:

• USA (high legal risks).
• Canada (complex customs restrictions).
• Russia (European sanctions).
• China and Hong Kong (proximity to factories = too risky).
• Emirates (strict import regulations).

Practical Tips: Optimize Your Experience

22.1 — Save on Shipping Costs

• Group orders: free shipping threshold in France is €100.
• Choose standard vs. express if not urgent (savings: €14-35).
• Relay point vs. home: both free.

22.2 — Avoid Customs Issues

• Do not order more than 1-2 packages per month to the same address.
• Vary the items ordered (not 5 identical sneakers at once).
• Avoid periods of customs stress (holidays, sales).

22.3 — Speed Up the Process in Case of a Problem

• Contact by email only (do not DM WhatsApp).
• Put "URGENT" in the subject line if truly urgent.
• Always include your order number.
• Photos + screenshots if applicable.

22.4 — Loyalty Program: Maximize

How to reach Gold (-15% permanent) fastest:

1. Repeated orders (not all at once).
2. Vary the types of items.
3. Notify our support when you level up (to verify automatic activation of discounts).

Understanding the Global Logistics Chain

23.1 — Global Logistics Hubs

Our global logistics chain uses several hubs:

• Hong Kong: China-World transit hub. 90% of our packages pass through this hub.
• Amsterdam Schiphol: main European hub. De-grouping for EU distribution.
• Paris CDG: secondary hub, especially for urgent orders in France.
• Frankfurt: alternative hub for Central EU.

23.2 — Transit Times

Realistic breakdown:

• Factory → Hong Kong: 1-2 days.
• Hong Kong → Europe: 4-8 days (express flight) or 15-25 days (mixed freight).
• European hub → destination country: 1-3 days.
• Destination country → delivery: 1-3 days.

23.3 — Optimizations We Make

To minimize delays:

• Consolidation of orders from the same day.
• Use of premium carriers during peak periods.
• Customs pre-approval when possible.
• Alert in case of blockage (manual intervention).

The Hidden Details of Shipping Costs

24.1 — Breakdown of a Standard €14.90 Fee

For a standard delivery in France at €14.90, here's the breakdown:

• International transport: €6-8.
• Customs and taxes: €1-2.
• National transport France: €4-5.
• Packaging and handling: €1-2.
• Our margin (low): €0-2.

On some orders, we lose money on transport (we compensate with product margins).

24.2 — Why Free Delivery from €100

The €100 threshold is based on our economic calculation: below this, our margins do not allow us to offer free shipping without losing money.

Strategies to reach the threshold:

• Buy 2 items at the same time.
• Add an accessory (cap, belt).
• Group monthly purchases.
• Use the -10% loyalty code to add an additional item.

24.3 — Express Fees: Why So Expensive

Express fees (€14.90) vs. standard (free from €100) are explained by:

• Dedicated air transport (more expensive than consolidated).
• Priority customs clearance.
• Delivery by premium carrier (Chronopost, DPD express).
• Enhanced insurance.

Express is rarely necessary except for real urgency. For most orders, standard is sufficient.

Customer Support: Behind the Scenes

25.1 — The ONLY REPS Support Team

The support team includes:

• 4 French-speaking agents (native French) based in France.
• 3 English-speaking agents (native English) international.
• 2 specialized agents (quality, customs).
• 1 support manager.
• Team available 7 days a week (including public holidays).

25.2 — Response Times

Our commitments:

• Email: response within 2 hours on weekdays (9 am-6 pm), within 12 hours on weekends.
• Chat (if active): response within 5 minutes during active periods.
• WhatsApp/Messenger: response within 1 hour during active periods.

25.3 — Cases Handled

Distribution of requests:

• Pre-order questions (sizes, quality): 30%.
• Order tracking: 25%.
• Customs questions: 10%.
• Return/exchange requests: 15%.
• Quality upon receipt: 10%.
• Others: 10%.

Your Data Security

26.1 — GDPR: Our Commitment

Compliant with the General Data Protection Regulation (GDPR) in Europe:

• Minimal data collection (email, address, phone).
• Secure storage (AES-256 encryption).
• No sharing with third parties (except legal obligation).
• Right to access, rectification, erasure.
• Right to data portability.
• DPO (Data Protection Officer) appointed.

26.2 — Secure Payment

For payments:

• Stripe PCI-DSS Level 1.
• 3D Secure 2.0.
• No credit card data stored by us.
• Tokenization of transactions.
• SSL/TLS certification for the entire site.

26.3 — Protection Against Breaches

In case of a security breach:

• Immediate notification to affected customers.
• Notification to CNIL within 72 hours (legal obligation).
• External audit to identify the cause.
• Action plan and remediation.

To date (April 2026), no breach recorded on ONLY REPS.

Hidden Fees to Avoid (on Other Sites)

27.1 — Unexpected Fees from Competitors

Some non-transparent replica sites apply:

• "Handling" fees of €5-15: discreetly added at checkout.
• Mandatory "insurance" fees: 2-5% of the order.
• Currency conversion fees: 3-5% if paying in USD.
• Customs "security" fees: €10-20.
• Return fees: even if they announce "free".

27.2 — Our Commitment: All-Inclusive

On ONLY REPS, the price you see is the final price:

• No hidden handling fees.
• No surprise mandatory insurance.
• No conversion fees (we bill in EUR).
• Complete DDP (we cover customs).
• Free returns in France.

The only possible additional fee: if you choose Express instead of Standard (visible in advance).

Anticipate and Plan Your Orders

28.1 — Avoid Stressful Periods

Periods when delays may increase:

• Black Friday / Cyber Monday (end of November): +3-5 days.
• Christmas / New Year (mid-Dec to early Jan): +4-7 days.
• Chinese New Year (end of Jan to early Feb): +7-14 days.
• Summer Sales (June-July): +2-4 days.

28.2 — Order for a Specific Date

If you want to receive for a specific date (gift, travel):

• D-15: order standard.
• D-7: order express.
• D-4: check express availability + contact support for priority.
• D-2: probably too short.

28.3 — Combine Orders

Tips for optimizing:

• Reach the free shipping threshold in France (€100).
• Order seasonal items in advance.
• Take advantage of promo codes (newsletter, anniversary).
• Enroll in the loyalty program for a permanent -5% to -15% discount.

Exceptional Cases: How We Handle Them

29.1 — Lost Package

Very rare (<0.5% of orders). Protocol:

1. You contact us if tracking hasn't moved for 10+ days.
2. We open an investigation with the carrier.
3. Investigation takes 5-10 days.
4. If package confirmed lost: free re-shipment OR full refund.
5. You choose.

29.2 — Package Damaged on Receipt

If you receive a visibly damaged package:

1. Take photos before opening.
2. Open in the presence of the delivery person if possible (refuse if heavy damage).
3. Contact us immediately with photos.
4. If internal damage verified: free replacement or partial/total refund depending on the case.

29.3 — Shipping Error

If you receive an item different from your order:

1. Immediate contact with photos.
2. We prepare the correct item.
3. Free shipping of a new item.
4. You return the incorrect item (pre-paid label).
5. Commercial gesture: 10% credit on your next order.

29.4 — Package "Delivered" but Not Received

Sometimes tracking indicates delivery but you haven't received anything:

1. Check with neighbors, concierge.
2. Check relay point (may have been left without notice).
3. If nothing: contact us.
4. Investigation with carrier.
5. If confirmed not delivered: free replacement or refund.

Comparison with Other Replica Sites

30.1 — Comparison Criteria