Returns and exchanges

NOT HAPPY WITH YOUR ITEM?

Don't worry, you can return it to us quickly for free, or exchange it in store within 30 days of receiving your order !
Please note! You cannot exchange an item bought during an online outlet sale or return it to store.

EXCHANGE IN STORE (EXCLUDING ITEMS PURCHASED DURING OUTLET SALES):

  • 1 | Bring your order in its original state (item must not have been washed or worn and must have its original tags) as well as your delivery slip to one of our stores (list of eligible stores here)
  • 2 | Choose a different size, colour, or item directly with our sales staff!
  • 3 | Go home with your new favourite item!

RETURN VIA POST

You couldn't find something to suit you in our store, or you don't have a point of sale near you to exchange your item? You can easily return the item to us by post. To do so:

  • 1 | Find your delivery slip and the prepaid label that was included in your parcel.
  • 2 | Enter the reason for your return on the delivery slip and slip it into the parcel along with the item(s) to return.
  • 3 | Stick the prepaid label on the front of the parcel and drop off as indicated on your delivery slip.
  • 4 | As soon as the courier gets it, you can track your parcel's route to our warehouse via your account.

    NB : If you don't have an account, don't worry! You will be sent an email when your parcel arrives.
    You can also track it on the Track my order page on our site, by entering your order number, your email address and the delivery postcode.
  • 5 | Once your parcel is at our warehouse, it will be processed and you will receive your refund within 48 hours (7 days at most) , credited to the bank account you used to pay for the item. You will receive an email confirmation of this.

Frequently asked questions

There is a quality issue with the item I received, what should I do?

If you notice an issue with your item in the 30 days after you received it, please send it back to us using the prepaid label included with your parcel.
Remember to include your delivery slip as well as the reason for your return in your return parcel. Once our logistics team has confirmed that your item has returned to us, we will send your refund directly to the bank account you used for the purchase. Generally, refunds take 48 hours (7 days at most) depending on interbank delays.

If 30 days have already passed, please contact our customer service so you can settle on a solution together. We need the following details to help us process your request as best as possible:
- Your contact details
- Your order number
- Name of the item in question
- Photos of the problem
Our teams are available by phone on +33 153 006 315 (service and call are free) from Monday to Friday from 9 a.m. to 5 p.m. and Saturdays from 10 a.m. to 5 p.m. or by email via our contact form.

NB : Unfortunately you cannot exchange an item with our warehouse.

There is an error with my parcel, what should I do?

We are sincerely sorry that there was an error with your parcel. We always take a lot of care with your parcels and want to improve our processes, so we perform multiple checks when we process these.
However, if you have encountered an issue, you have 30 days from the date of receipt to return your order to us. Once we receive your returned item back at our warehouse, you will be refunded within 7 days. Feel free to check the Returns and exchanges section if you want to know more about the methods!

If you have exceeded the 30 days period, or if you have a question, please contact customer service by phone on +33 153 006 315 (service and call are free) or via our contact form !
NB : Unfortunately you cannot exchange items with our warehouse.

I can't find my delivery slip

Don't worry! To help our teams process your returned item, please write the following information on a piece of paper and include it in your return parcel:
- Your first and last name;
- Your order number;
- The names and quantity of the items you wish to return;
- The reasons for your return.

Can I exchange my item?

Of course! You have 30 days after receiving your order to go to the store and exchange it (excluding outlets, corners, affiliates and outlet stores; the list of eligible stores available here).
Go to the store with the item and your delivery slip so that our teams can proceed with the exchange.

My parcel has arrived back at your warehouse but I have not been reimbursed?

Once your parcel has been received by our warehouse, you will receive your within 48 hours (7 days maximum). It may take longer depending on delays between banks and at times of increased sales activity. Your bank account will be credited again with the money from the returned items. If you still haven't been given your refund after 10 working days, please contact customer service to find a solution.

Can I return multiple orders in the same parcel ?

A return label is included with each of your orders. We pay the return fees and to make processing your return easier, please only return one order per parcel.

I can't find my return label ?

Don't worry! In the 30 days following your order, you will find your return label in your customer account under My orders. This means you can simply print it again.

If you placed an order as a guest, please go to the Track my order section on our site. If you enter your order number, your email address and your postcode, you will find a return label in this space which you have 30 days to print out.


If you have any concerns, feel free to contact our customer service, and we will be happy to assist you!

Where is my returned item?

You can easily track your returned item via your customer account! Go to the My Orders section of My Account and select the returned order. This enables you to track your parcel. If you want to see more details about which route it is taking, click on the courier's tracking link.
As soon as your parcel arrives in our warehouse, you will be informed by email at the address you provided when ordering.

If you do not have a customer account, you can track your delivery via the Track my order section of the site. Enter your order number, your email address and your postcode to access it.

My order

Not sure about your order status?

Contact us

From Monday to Friday: 9am to 5pm
Saturday: 10am to 5pm

By phone :
+33 153 006 315
(Service and free calls)

By email :
By sending a message via our form

Online :
with an advisor