Shipping policy
SHIPPING AND RETURNS
Orders for products from the collection are prepared within 24 hours and shipped the same day if placed before 12PM (excluding weekends and holidays).
Orders for personalized products are typically embroidered and shipped within 48 hours. Except for our Buzelin cashmere sweaters, the personalization takes at least 72 hours. (excluding weekends and holidays).
These shipping timeframes may be extended to 72 hours at least during periods of high commercial activity as the Sale, Private Sale or Archives Sale (excluding weekends and holidays).
To ensure a successful delivery, you will receive an email with the tracking number of your order once your package has been shipped.
RETURNS PROCESS
You've received your order, but the product doesn't meet your expectations? You can return your products within 15 days after receiving your package (30 days for international orders). Whenever possible, we kindly ask the Customer to return the products in their original packaging, properly opened, labeled, and in perfect condition.
Customized items are neither returnable nor exchangeable. Therefore, we advise taking your time when choosing your item and its customization. We therefore recommend taking the time you need when choosing your item and selecting its personalisation options.
Customers may also initiate a return for exchange or refund at Maison Labiche stores - Vieille du Temple (located at 105 rue Vieille du Temple, 75003 Paris) and/or Batignolles (located at 71, place du Docteur Félix Lobligeois, 75017 Paris)-, with the exception of products purchased during the digital archive sale, which are not returnable in-store.
RETURNS
How to return my package
1. For orders in France, Europe and Worldwide : log in to the following interface by providing your order number (e.g., #199191 or 199191) and the email address used to place this order.
2. Specify the items to return and the reason for the return.
3. Select the type of return that suits you.
4. Click the button to download your return label.
5. Prepare your package with the items to be returned and insert your delivery paperwork and/or invoice inside: this will help us identify your order more quickly and process it.
6. Print your return label from the return interface, affix it to your sealed package, and drop your package off at the nearest post office.
Regarding returns from countries mentioned above, please follow the previous returns procedure outlined above.
A return charge will be applied at the end of the returns procedure.
Return shipping fees will be applied at the end of the return process, except for France and the United States, where returns are free of charge:
European Union : €5 per order
United Kingdom: £5 per order
ROTW: €10 per order, converted into the local currency depending on the country.
Archives Sale's items are also eligible for returns and must be made exclusively through our returns portal, Baback. Returns for the Archive Sale are €5 for orders within France and the European Union and €10 for the rest of the world.
This amount will be deducted from the order amount when we proceed the refund.
SHIPPING FEES
Standard Shipment in France:
Colissimo shipment upon signature within 3 to 4 days after the order is shipped (mainland France and Corsica, excluding DOM TOM): €5 incl. VAT
Free shipping for orders over €150.
Express Shipment in France:
Chronopost Express shipment upon signature within 1 to 2 days after the order is shipped (mainland France, excluding Corsica and DOM TOM): €10 incl. VAT
Free shipping for orders over €200.
In case of absence, your package may be left at the designated pickup point indicated on the delivery notice left in your mailbox.
Pick-Up Point Shipment in France (La Poste, pickup and locker locations):
Package can be retrieved at a pickup point within 3 to 4 days after the order is shipped (mainland France and Corsica, excluding DOM TOM): €5 incl. VAT
Free shipping for orders over €150.
Click & Collect:
Customers have the possibility yo collect their order in our Parisian store, this option is free. Click & Collect orders are prepared within 24 business hours for standard orders and within 48 business hours for personalized items. Customers are notified by email as soon as their order is ready for pick up.
Orders must be collected within 15 days of being made available, upon presentation of the order confirmation email and a valid form of ID. After this period, the order will be refunded and the products returned to stock and made available for sale.
Orders containing personalized items are exempt from this provision. The customer has 30 days to pick up the personalized order. After this delay, no refunds will be issued.
Delivery within the European Union and international shipping:
- European Union Shipping : Chronopost shipment within 2 to 3 days after the order is shipped: shipping costs and free shipping vary by country (see pricing table by country below).
- International Shipping : DHL Express shipment within 3 to 4 days after the order is shipped: shipping costs and free shipping vary by country (see pricing table by country below).
N.B. The implementation of Brexit leads to a change in customs fees for shipments to the United Kingdom. The Customer will have to pay customs duties in the following cases: if the value of the shipment is more than 150€ (130£), as well as for products that are not from the United Kingdom or the European Union.
Pricing table by country:
| COUNTRY |
SHIPPING COST |
FREE SHIPPING THRESHOLD |
|---|---|---|
| European Union | €5 / €12 | Orders above €175 |
| Free of charge / €5 | Orders from €175 to €300 | |
| Free of charge (Express) | Orders above €300 | |
| Europe | €10 (Express) |
Orders above €250 |
| United Kingdom | £7 / £12 | Orders above £150 |
| Free of charge / £12 (Express) | Orders from £150 to £250 | |
| Free of charge (Express) | Orders above £250 | |
| United States | Free of charge (Express) |
/ |
| Switzerland | CHF7 / CHF12 | Orders above CHF200 |
| Free of charge / CHF12 (Express) |
Orders from CHF200 to CHF300 |
|
| Free of charge (Express) | Orders above CHF300 | |
| Rest of the world | €15 (Express) | Orders above €300 |
For deliveries outside the European Union, customs fees may apply and are the responsibility of the customer.
What is the refund timeframe once my package is sent?
Once your return is received by our logistics and marked as "delivered" by the carrier, please allow 2 to 3 business days for processing and validation of your refund, exchange, or store credit.
As a reminder, we have a legal deadline of 14 days to process the refund.
The refund will be processed within 14 days of receiving your items and will be automatically credited to the card used for payment. You will receive an email confirmation of the receipt of your returned products and the refund.
If the customer chooses a voucher, this choice is final and cannot be modified. A voucher cannot be converted into a refund or exchanged for another compensation method.
The voucher is valid for 6 months from the date of issue. The validity period cannot be extended under any circumstances. Once the voucher has expired, it cannot be redeemed, and no refund, extension or other form of compensation will be provided.
Is it possible to return my item in-store?
Customers may request an exchange or refund at Maison Labiche stores - Vieille du Temple (located at 105 rue Vieille du Temple, 75003 Paris) and/or Batignolles (located at 71, place du Docteur Félix Lobligeois, 75017 Paris) -, with the exception of items purchased during the digital clearance sale. In this case, the refund will be made upon presentation of the order confirmation email for orders placed on maisonlabiche.com.
How do I proceed if my item has a defect?
We pay great attention to the quality of our products. If you wish to report a manufacturing defect on a product, we invite you to contact our customer service by email or phone: help@maisonlabiche.com / +33 6 63 93 24 34
Missing Item
Missing item reporting time: If one or more items are missing during the preparation of your order, they will be reported to us by our logistics teams and we will proceed to refund them before your order is dispatched.
If you notice that one or more items in your order are missing, you have 48 hours to contact us and report the missing item(s). Depending on the availability of the product(s), we will proceed with a new shipment. After this period, the entire order will be considered duly delivered.
Time limit for disputing a delivery: If your parcel is indicated as delivered but you have not received it, you have 48 hours to dispute the delivery. After this time, the entire order will be considered delivered in due form.
Any other questions?
Feel free to call us at +33 6 63 93 24 34 from Monday to Friday from 10 a.m. to 1 p.m. and from 2 p.m. to 5:30 p.m., or send an email to our customer service help@maisonlabiche.com.