Frequently Asked Questions
Orders
Do I need to create an account to place an order?
No, you can order as a guest. You’ll also have the option to create a secure account with login via a code sent by email (no password to remember!).
Can I modify or cancel my order after it has been confirmed?
Once your order is confirmed, it is prepared quickly. If you wish to cancel it, please contact us as soon as possible via the contact form—we will do our best to accommodate your request.
How can I track my order?
As soon as your order is shipped, you’ll receive an email with a Colissimo or DHL link to track
your parcel in real time.
Delivery
What are your delivery options?
- Colissimo home delivery (France, Belgium, Luxembourg)
- Colissimo to pick-up point (France, Belgium, Luxembourg)
- DHL home delivery (Switzerland, Germany, Austria, United Kingdom, Ireland, Netherlands)
What are the timeframes?
- France, Belgium, Luxembourg: 2 to 3 working days
- Other serviced countries: 3 to 5 working days
Delivery times may vary slightly during busy periods (sales, holidays).
What are the delivery fees?
- France, Belgium, Luxembourg: €8, free for purchases over €150
- Switzerland: 15 CHF, free for purchases over 200 CHF
- Germany, Austria, Netherlands: €12, free for purchases over €150
- United Kingdom, Ireland: £15, free for purchases over £150
Returns & Exchanges
How do I return an item?
From your account, start a return request. You will receive a prepaid label
(Colissimo or DHL) to stick on your parcel as soon as your
return request is approved.
How long do I have to return an item?
You have 21 days after receiving your order.
Are returns free of charge?
Yes, everywhere we deliver.
Can I request an exchange?
Yes. Please indicate this in your return request and we will exchange the size or color free of charge, subject to stock availability, as soon as we receive the returned product(s).
When will I be refunded?
Within 5 to 10 business days after receipt and validation of your return.
Payment
What payment methods do you accept?
- Bank card (Visa, Mastercard, American Express)
- Apple Pay
- PayPal (also allows payment in installments, according to PayPal conditions)
- Elora gift cards
Is payment secure?
Yes, your payments are processed through Shopify Payments, PCI DSS certified, with 3D Secure enabled. Thanks to PayPal, you can also pay for your purchases in several installments (according to PayPal conditions).
Products
How do I choose my size?
A size guide is available on each product page.
How do I care for my clothes?
Care instructions are provided on each product page.
Services
Do you offer gift cards?
Yes, they are available from €50, sent by email, and valid for 1 year.
Can I use a promo code?
Yes, at the time of payment, in the “Promo code or gift card” section.
My account
What are the benefits of creating an account?
- Track your orders in real time
- Easily manage your returns
- Create your favorites and wishlists
- Be supported by your Fashion Consultant
Your account is secured by a unique code sent by email at each login (no password to remember).
Contact us
Do you have questions about your order or a general inquiry?
