Frequently asked questions

To process your request, prepare your order and ship it, here are our times: we need about 24 to 48 hours to ship it (Monday to Friday) and 6 to 11 days for delivery (Monday to Friday).

Please note that we do everything we can to fulfil orders as quickly as possible.

However, these times do not apply in cases of force majeure.

In accordance with article L.221-18 of the French Consumer Code, the Customer has 14 days from receipt of the products to exercise their right of withdrawal, without having to give reasons or pay any penalty.

However, return costs are paid by the Customer.

Here is the returns procedure:

Exchanges and returns can be made within 14 days of receiving your order.

If you wish to exercise this right, please contact us, explaining the situation and what you would like as precisely as possible.

Here is how the process works:

A. You want to return or exchange an item that doesn't suit you.

1. • Check that you are within the 14-day period.

1. • Preferably keep the tags attached: an item whose tags have been removed can no longer be resold as new, and its loss of value may be deducted from the refund.

1. • Preferably return the item in its original packaging: missing or damaged packaging may count towards the loss of value deducted from the refund.

1. • You can try the item on as you would in a shop; if it has been worn beyond simply trying it on, or washed, its loss of value will be deducted from the refund, up to its price.

Then contact us (product photos optional, to speed things up) via the contact form.

You will receive a returns form, which you need to fill in and put in your parcel.

You can also download this form from your customer account.

If you don't have a printer, don't worry: copy out everything on the returns form and put the sheet of paper in your parcel.

Make sure you haven't forgotten anything:

• • The order number.

• • The names of the items returned.

• • What you would like (refund, voucher, exchange).

Then send the product back to the address shown on the returns form, no later than fourteen days after telling us of your decision; please note that you pay for this return.

Finally, once we receive the item, it will be inspected and, depending on your request, exchanged or refunded.

Please note that we reserve the right to refuse returns that were not notified to us within the withdrawal period. If a product has been handled beyond what is necessary to establish its nature, characteristics and functioning (used, worn beyond simply trying it on, washed, damaged or incomplete), we will deduct its loss of value from the refund, which may be up to its price.

Once the return has been received and inspected, you will receive a confirmation email stating the amount refunded.

The refund is made no later than fourteen days after you told us of your withdrawal, to the payment method used for the order. We may, however, withhold it until we have received the goods or until you have provided proof of sending them, whichever happens first: until we have one or the other, no refund is due, even if these fourteen days have passed.

If you asked for an exchange, you will also receive a confirmation email and a new tracking number.

B. You want to return a faulty item.

We do everything we can to make sure every item is of the best possible quality and arrives in very good condition.

However, if there is any problem at all, we apologise in advance.

In that case, here is the procedure:

1. • Fill in the contact form and attach photos of the product. They should show the whole product, then its defects.

1. • Never clean or wash an item, even if it has a stain, whatever its defect: please let us know before doing anything so that we can guide you. Return costs for a faulty or non-conforming item are paid by us.

1. • Your request will be handled within 48 hours.

1. • You can choose between a refund, a voucher or an exchange.

Your satisfaction is our main goal.

C. Products that cannot be returned

Some products, by their nature, cannot legally be returned.

This includes products unsealed after delivery that cannot be returned for hygiene or health protection reasons.

In that case, contact us as soon as possible using the contact form on this page.

Depending on how quickly you contact us, your order is more or less likely to be cancelled or changed before it is shipped.

Please note that, on average, if you take more than 10 hours, the order will already be in progress: we will no longer be able to change it or stop it from being shipped, and it will be delivered to you.

However, orders are sometimes processed in less than 30 minutes to 1 hour, so don't wait. After that, only the right of withdrawal remains, under the conditions of our returns policy: tell us in writing, send the item back at your own cost, and wait until we have received it (or proof that it has been sent) to be refunded. Refusing the parcel is not enough to withdraw.

To track your order, please use your order number.

Where do I use it?

It's easy, just click here and enter your email address and order number.

Sometimes the tracking number can take a little while to update, so don't panic.

If you received the tracking number less than 3 days ago, please wait a little longer.

The carrier can sometimes take a while to update the tracking number.

If more than 5 days have passed and the tracking number still doesn't work, please contact us.

Your surprise is understandable, but don't worry.

If you ordered several products, you may receive them one by one.

This is completely normal: our aim is to deliver to you as quickly as possible, so we don't wait until all the items in the order are ready.

As soon as an item is ready, it is shipped.

First, check that the email hasn't ended up in your spam folder.

If you really can't find it, please use the contact form on this page and we will help you sort it out.

We deliver to the United Kingdom and internationally, but please note that in some countries orders can take a while to arrive.

For example, orders to Bulgaria, Argentina, Romania, Peru, South Africa or French Polynesia can take more than 4 weeks.

Finally, customs duties vary by country and regulations; they are not included in the delivery price and are paid by the buyer.

To create an account on the website, you need to place an order! 

Account creation is reserved for customers.

All the information about this (exchange or return) is explained in the 2nd question, “What is the exchanges and returns policy?”.

We do everything we can to use the best materials in our products.

If you'd like to know their composition, you'll find it on each product's description page.

We accept payment by bank card, including: 

• Visa, AMEX, CB, Maestro, Cirrus and Mastercard cards.

If you have authorised the payment, you will be charged within 24 hours of placing your order.

If your payment was declined, you will not be charged.

In that case, contact your bank to find out why it was declined.

The currency used is the pound sterling (£).