Frequently Asked Questions


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

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

You can consult our size guide in click here.

You can also find size advice on some product sheets, as well as the measurements and height of our model. Also, the sizes in cm of the products. These measurements are taken on the garments laid flat so you can compare them with those of garments you already own.

If you hesitate between two sizes, do not hesitate to contact us at so that we can give you the best advice.


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

An error message tells you that the connection is impossible, this means that you have placed an order as a guest. (see explanations below)

If after these steps, it still does not work, do not hesitate to contact us on our chat or at

If you can't log in to your account, or your account doesn't display the order you just placed: it means you placed an order as a guest.

In this case, we invite you to create an account if it is not already done, and contact us so that we can attach 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 completely secure. Your banking information is encrypted and is never in our possession. Transactions are entirely processed by the secure payment module of our partner Mollie.

On our e-shop, it is possible to pay for your order:

  • By credit card (Visa, MasterCard, American Express).
  • Through PayPal.
  • By Apple Pay
  • In payment 3x free of charge.

Your bank account will be debited upon confirmation of your order.

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


After validating and paying for your order, you will receive a confirmation email including the invoice. On your account, you will find the report of your purchase and your invoice in the “My orders” section.

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

However, we have a maximum of one hour in which to modify your order before it is transmitted to our warehouse. If the one hour deadline is not exceeded, contact us at indicating your order number and the changes to be made.

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

Our stocks in store are different from the stocks available on the site. For this reason, we cannot guarantee their availability and reserve a product in store.

Our online stocks are very limited and some products can be quickly out of stock, which is why we invite you to subscribe to the back in stock alert to be notified of a customer return or a restocking.

Your subscription to this alert allows us to anticipate our stocks for a possible restocking.

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

We invite you to contact us at so that we can help you.

Back in stock alerts allow you to shop your favorite pieces. Alerts are sent when there is a restock on the product or a customer return.


We deliver our products worldwide.

However, it should be noted that delivery to certain countries may incur customs charges.

To find out more about delivery methods and costs, we recommend that you add a product to your basket and simulate a purchase order by entering your delivery address. Delivery options will then be displayed.


Your delivery is free for any order over 100€.


Delivery in Europe offered from 200€.

DOM-TOM / Worldwide

Delivery worldwide

If the country in which you wish to order is not available, do not hesitate to write to us at

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

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

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

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

Once your order has been taken care of by the chosen carrier, you will receive an email including the tracking number of the package and the carrier's tracking link. Also, you can track your order from your account area.

You may have to pay customs fees or import taxes if you wish to be delivered internationally (outside mainland France and outside the European Union VAT zone). This is particularly the case if you choose a delivery to Switzerland or Canada for example.

They are therefore the responsibility of the importer, that is to say the customer.

If you were absent during the delivery of your package, Colissimo will leave a transit advice note and offer you either:

  • To pick up your package at a pick-up point.
  • To be re-delivered the next day.

If your package is returned to us, it will be automatically refunded to the bank account used for the purchase and returned to stock.

If you want it to be sent back to you, we invite you to place an order again.


You have a period of 14 days after receipt of your order to send us your request.

You can generate your return slip by click here or from your customer area in the return tab.

If one of your items or your order is not to your liking, we allow you to return your items within 14 days.

They must be returned in their original packaging, with the tags attached and in perfect condition.

Your order form must be included in your return, otherwise your return cannot be processed and refunded.

You can generate your return form from our return portal.

These fixed costs will be deducted from your refund:

France: €6
Europe: 9€

Your return can also be sent by your own means to this address and generated from this page :

Kuehne + Nagel | Returns BIGBLUE MOTU
2 Avenue Joseph Paxton
Nid de Grive Business Park


The costs of returning your order are your responsibility.

If the size ordered does not suit you, we invite you to make a return request in order to return your package to us and reorder on our e-shop.

Your return will be processed and refunded within 20 working days of receipt. We will reimburse you to the bank account of the card used to pay for the order. The processing of your return will be confirmed to you by email.

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

If after 4 weeks of receipt, your return has still not been processed, do not hesitate to contact us at

If you want an immediate refund, you can request a credit note which will be issued the same day your return is processed.

Our apologies for this situation, please know that we rigorously control our products, however it is possible that a part escapes our control and could present a defect.

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

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

In case of change on your return request, we invite you to modify it.

Your return may be refused if:

  • If your package is returned to us beyond the 14-day period
  • If your products come back to us unlabeled, washed/already worn


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

We indicate the composition of each piece on our product sheets.

In order to take care of your Motus parts, on each product sheet, we indicate the maintenance advice adapted to each part.


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

Our selection to be found in store is different from the selection that you can find on the e-shop. We cannot guarantee that you will find the same items in store or on the e-shop.


We invite you to contact us at

Still have questions ?