- FAQ -

FREQUENTLY
ASKED QUESTIONS

Account

I don’t remember my login or password. Can you help?

Your login is your email address. To retrieve your password, please click on the « Account » button on the homepage and « Forgot your password », we will help you reset your password.

How do I modify personal information?

Log in the « Account » section, then click on the « Edit your details and password » or « Edit » your billing and delivery address.

How can I unsubscribe to the newsletter?

You can simply click on the « unsubscribe » button at the bottom of the newsletter.

Delivery

Can you send orders internationally?

Yes! We ship all over the world to France, across Continental Europe, the US, Asia and Australia. We are however not able to deliver items to hotels, camping grounds, or PO boxes for security reasons. If any question, don’t hesitate to get in touch via our contact form, we usually respond within 24 hours.

When will I receive my package?

All orders are ensured by Colissimo (La Poste) or TNT and partners.

Orders are processed in house at 10 am (Paris time) everyday. If you placed your order after that time, it will be processed the following day.

Please note that all orders are prepared by real people so during peak season, please allow 48 working hours for preparation time in addition to delivery time.

Delivery time is different with each destination and can take from 2 to 9 working days. Please check our Deliveries & Returns page for estimated delays according to your country.

Where is my order?

All deliveries have a tracking number, which features on your confirmation email. All packages require a signature upon reception. If you are not at home at the time of delivery, your parcel will wait for you at your local postal office, after which it will be returned to us. If in doubt, please get in touch via our contact form or Account page.

How is my order packed?

Your order is packed in silk paper and sent in a secure opaque white envelope. Wrapping is kept as light as possible in order to reduce shipping costs. Parcels are also made anonymous in order to avoid potential theft.

What if my order is wrong?

Please contact us via our contact form as soon as possible so that we can look into it.

Return

How can I return an item?

First, please send us a message via “My account” to let us know of your decision, including the invoice number, description of the products he wishes to return and the reason for this return. Once we validate the return, we will send you a form, which you need to send along with the item(s) packed in their original packaging with the label attached to the address provided. Please bear in mind that returning costs are at your charge.

What articles can be returned?

Only new, unworn, unwashed items will be refunded. They must be intact and in their original packaging. Any item showing signs of damage or incompletion will not be refunded nor exchanged. We are unfortunately not able to exchange items for logistical reasons, if you made a mistake or need another item, please return your item and place a new order.

How much time do I have to return an item?

You legally have fourteen (14) days upon reception to change your mind on a purchased item and ask for a refund.

After you have informed us and your request has been validated, you then have seven (7) days to return it.

Please follow the process listed in the question above by sending us an return request first. After that delay, you may not be reimbursed.

What happens once I have returned an item?

Once we receive the item and confirm its return, you will receive a notification email. We will then reimburse you within fourteen (14) days. If you wish an item in a different size, design or colour, please make place another order on the website.

Payment

Confidentiality

Do you stock my bank information?

Your credit/ debit card information is stored by your financial provider via their secure server. We do not keep information after transactions have been made.

What do you do with my personal information?

All information, including password and delivery address, is strictly personal and confidential. We only use them for processing your order and will never share them with third parties. You are entitled to access, modify or permanently delete any personal information at any time.

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