Frequently Asked Questions

Here’s how long it takes to process your request, prepare your order and get it on its way: we need around 24 to 48 hours to dispatch it (Monday to Friday), then 6 to 11 days for delivery (Monday to Friday).

Rest assured we do everything we can to get orders out as quickly as possible.

These timeframes do not apply in cases of force majeure.

In accordance with Article L.221-18 of the French Consumer Code, the Customer has a 14-day withdrawal period from receipt of the products in which to exercise their right of withdrawal, without having to give a reason or pay any penalty.

However, return shipping costs are the Customer’s responsibility.

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’s how the process works:

A. You want to return or exchange an item that isn’t right for you.

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

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

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

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

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

This form can also be downloaded from your customer account.

If you don’t have a printer, don’t panic: just copy out everything on the returns form and pop the sheet of paper in your parcel.

Just double-check that you haven’t forgotten anything, namely:

• • Your order number.

• • The names of the items being returned.

• • What you would like (refund, store credit or exchange).

Then send the product back to the address shown on the returns form, no later than fourteen days after informing us of your decision; please note that return shipping is at your expense.

Finally, as soon as 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 proper functioning (used, worn beyond a simple try-on, washed, damaged or incomplete), we will deduct the amount of its loss of value from the refund, up to its full price.

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

The refund is issued no later than fourteen days after you inform us of your withdrawal, to the payment method used for the order. We may, however, defer it until we have received the goods or until you have provided proof of postage, whichever comes first: until we have one or the other, no refund is due, even if those fourteen days have passed.

If you requested 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 highest possible quality and arrives in excellent condition.

Nevertheless, 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. These should show the product in full, then its faults.

1. • Before cleaning or washing an item, even if it has a stain, we recommend writing to us first so that we can confirm the fault. Returning a faulty item is at our expense.

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

1. • You will have the choice of a refund, store credit or an exchange.

Your satisfaction is our number one 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 quickly as possible via the contact form on this page.

Depending on how long you take, you’ll have a greater or lesser chance of having your order cancelled or changed before it ships.

Be aware 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 shipping, and it will be delivered to you.

That said, orders are sometimes processed in under 30 minutes to 1 hour, so don’t delay. Beyond that point, your only option is the right of withdrawal, under the conditions of our returns policy: inform us in writing, send the item back at your own expense, and wait until we have received it (or proof of postage) to be refunded. Refusing the parcel is not enough to withdraw.

To track your order, please use the tracking number you received by email.

Where do you use it?

It’s easy: just click here and enter your tracking number.

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

If it has been less than 3 days since you were given the tracking number, 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 isn’t working, please don’t hesitate to contact us.

Your surprise is understandable, but there’s no need to worry.

If you ordered several products, you may receive them one at a time.

This is perfectly normal: because our aim is to deliver to you as quickly as possible, we don’t wait for every item in the order to be ready.

As soon as an item is ready, it ships.

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’ll help you sort it out.

We ship across Australia and internationally; however, please be aware that in some countries orders can take a while to arrive.

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

Finally, customs duties vary by country and regulations; they are not included in the shipping price and are the buyer’s responsibility.

To create an account on the site, you’ll need to place an order!

Account creation is reserved for customers.

Everything you need to know on this subject (exchange or return) is explained in question 2, “What is your exchange and returns policy?”.

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

If you’re interested in their composition, you’ll find it on each product’s description page.

We accept credit and debit card payments, including:

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

If you 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.

All prices are in Australian dollars ($).