FAQ
Here are the answers to the most frequently asked questions.
Here are the answers to the most frequently asked questions.
If you have placed an order online, please note that it will be processed and delivered within 2 to 7 working days. You should receive e-mail updates on the progress of your order.
You can track the delivery of your order by clicking on the link
track my order
link in the menu. Simply enter the carrier's tracking number, which you will have received by e-mail.
If you haven't received an e-mail, you can check your spam box or you may have made a mistake in the e-mail address you entered when placing your order.
If you do not receive any communication or if your parcel has not arrived after more than 7 working days from the date of your order, please contact us via the page contact and this will generate a ticket and a customer service agent will handle your request.
Once we receive your return, we will ship the replacement product free of charge within 3 business days.
Once your order has been processed in our warehouse, which takes between 1 and 2 working days, delivery times vary according to your location. For example, in Canada, customers in Quebec and Ontario will receive their order in 2 to 4 business days, while those in the rest of Canada can expect delivery in 3 to 6 business days. In the United States, the lead time is between 5 and 10 working days, and for the rest of the world, between 15 and 25 working days.
If you are not present at the time of delivery, the carrier will usually leave a notification or notice telling you how to collect your package. You can also use the tracking number you receive by e-mail to contact the carrier and arrange a new delivery or pick up your package.
We do not currently offer express or priority delivery. However, we plan to add this feature if demand becomes sufficiently strong.
For Canada and the United States, our standard shipping charge is $12.99. LDelivery is free for Canada only on orders of $150 or more.
Yes, shipping is free to Canada only on orders of $150 or more.
Yes, we ship internationally. However, please note that our international shipping rates may not be competitive with selling prices. If you don't see a rate for your region, please contact us and we'll add it to our shipping offer. For orders of $150 or more, delivery is free and exchanges are free of charge for Canada only.
Once we receive your return, we will ship the replacement product free of charge within 3 business days.
We are extending our return policy during the holiday season. This policy applies to purchases made between November 15, 2023 and December 24, 2023. For a full refund, return the item(s) before January 15, 2024. All items must be in their original condition to qualify for an exchange or full refund.
Yes, we offer a specific warranty on manufacturing defects for each product category. For example, 90 days for boots and shoes, and 30 days for workwear and accessories. If you experience a manufacturing defect during this period, please contact our customer service department.
Yes, please note that underwear and socks are excluded from our return policy and will not be refunded or exchanged.
Instructions for making a warranty claim can be found on the page
Return & Warranty
page in the menu. We have set up a process that allows you to create a customer service ticket and an agent will handle your request.
It's important that you give us a description of the problem you're experiencing, attach one or more supporting photos and give us your order number to speed up the processing of your request.
Pilote & Filles will be responsible for all delivery charges incurred. If a submitted defect is confirmed by customer service during the warranty period, we can offer you an exchange, repair service, or new replacement components.
Once we receive your return, we will ship the replacement product free of charge within 3 business days.
Some of our models are waterproof.
You can find these models at the following link:
https://piloteetfilles.com/categorie-produit/chaussures-bottes-securite/bottes-impermeables/
Some of our models feature composite caps.
You can find these models at the following link:
https://piloteetfilles.com/categorie-produit/chaussures-bottes-securite/sans-metal/
For boots (PF688, PF682), booties (PF686, PF689) or shoes (PF605,PF607)
Yes, all our products meet current safety standards. Specific certifications can be found in each product description.
Note that most of our boots and shoes are CSA, ASTM and Dielectric certified .
We have written an article on this subject which you can consult here:
https://piloteetfilles.com/la-bonne-botte-pour-chaque-metier/
Cleaning
To preserve the life of your P&F shoes (flexibility, appearance and waterproofing), it is important to keep them clean and free of debris or mud. Remove the laces, then wipe off any dirt, calcium or salt with a soft, damp cloth. You can also use a soft bristle brush and rinse lightly with water as needed.
Do not use soap. Wipe off any debris from the outer sole to maintain traction and prevent premature deterioration.
Dry your shoes in the open air.
Drying
If your shoes get wet, remove the laces and removable insoles to allow them to air dry, and keep them apart in a dry, ventilated place. Never place your shoes or removable insoles too close to a heat source such as a calorifier or stove, as this could deform them.
Application of waterproofing products
For styles with untreated (waterproofed) leather, a waterproofing protector that does not contain silicone can be applied.
There are several products on the market that can help make leather waterproof. The type of product you choose depends on the leather of your P&F shoes (full grain, oiled, nubuck...) and the protective product manufacturer's instructions.
Also, the effectiveness of waterproofing can vary according to the type of leather and the product used. We therefore recommend testing the product on a small, inconspicuous area before applying it to the entire shoe.
https://www.ccetupes.fr/blog/cuir-craint-pluie-q143133
IMPORTANT: NEVER USE A PRODUCT CONTAINING SILICONE. This will destroy the protective layer on the leather and compromise the waterproofing and adhesion of the sole glue.
For waterproof leather shoes with sealed seams, it is not necessary to apply protective products.
For styles with a waterproof membrane, the addition of a waterproofing agent can help maintain the leather's appearance and extend the life of the shoe.
Rubber soles
To keep your shoes' rubber in good condition, simply store them in a dark environment that's neither too dry nor too damp. Product application is not necessary.
EVA soles
Shoes made of EVA are sensitive to heat. When shoes are subjected to a source of heat, deformation occurs. Light and comfortable, it deserves special care and must be stored in the right conditions to preserve its unique characteristics. Do not dry boots in direct sunlight or other sources of hot light. Do not dry in a dryer, in front of a window, radiator, hair dryer or any other source of artificial heat.
Yes, all our products are exclusively designed to meet women's needs and body shapes.
Our products are made from a variety of high-quality materials. For specific details, please consult the descriptionon the productpages.
Not at the moment, but we plan to develop some in the near future.
Any item purchased from an independent P&F retailer is subject to the store's return policy. Please check with the store for more information.