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FAQ

Shipping & Delivery
what countries do you ship to?
we currently ship to France, Germany, Spain & Italy. we are working on shipping to more countries, contact us for more information
what shipping methods do you offer?
we only offer standard shipping to limit our impact on the planet
how fast is your shipping?

- most of our orders are shipped within 1-2 business days of purchase. business days are Monday to Friday (excluding public holidays).

- you will receive an email when the order is shipped. once your order is shipped, we estimate you will receive your order within 2-6 business days. COVID-19 update: currently, our warehouse in Belgium is operating at full capacity. however, shipping times may vary.

- our shipping carriers do not deliver on weekends or public holidays.

- note: we cannot deliver to BFPO or PO addresses. we apologize for any inconvenience this may cause.


destination shipping method delivery time
(working days)
France Colissimo 2-3
Germany DHL 2-3
Spain Celeritas 3-4
Italy SDA 3-4
how much does shipping cost?
please refer to the shipping cost table to find the shipping details for your country. orders over €69 qualify for free shipping.
how can I track my order?
you will receive an email with the tracking information of your parcel. you can also track your order by logging into your account.
Returns & Exchanges
what items are eligible for return?

- all products that are unworn, unwashed, in their original condition with all tags attached & inside their original compostable bag can be returned within 30 days after you have received your package. we reserve the right to refuse returns that show signs of wear or do not meet the above criteria.

- we ask you to wear underwear when trying on our products for hygiene reasons. panties with the hygienic sticker removed cannot be returned.

- final sale items cannot be returned.

- returns cannot be combined with multiple orders.

how do I return an order?

- complete the return request on our return portal & you will receive a pre-paid (by scandale) return shipping label.

- you would have to cover the cost of the return shipping, which will be then automatically deducted from the refunded amount. please see below for more information on the return shipping cost.

- we encourage you to reuse the original mailer for your return!

how long does it take to process my return?

- once your return is received, we will notify you if your return is accepted. the process can take up to 5 working days.

- refund amount will be credited to your original payment method within 3-7 working days after we have processed the return.

how can I receive my refund?
your refund will be credited back to the original form of payment
is the original shipping cost refundable on return orders?
no, the original shipping cost will not be refunded.
how do I exchange an order?

- currently, we do not offer exchanges. you would have to make a return, ask for a refund & then make a new order

Account, Payment & Promotions
do I need an account to make a purchase?
you do not need an account to make a purchase
how do I reset my password for my account?
you can request to reset your password by following the instructions for ‘forgotten password’ on the ‘sign in’ page.
what payment methods do you accept? / How can I pay for my order?
we currently accept the following payment methods: Visa, MasterCard, American Express, Maestro, Shop Pay, Apple Pay and Google Pay.
do I need to pay for duties and taxes?
tax and duties are calculated according to your shipping destination. they are estimated and included as part of the final payment at time of checkout.
how do I use a promotional code?
you can enter your promotional code before you checkout
Sustainability
how do you choose your materials?
we prioritize using materials coming from a previous life & their éco-impact. we will increase our locally-sourced materials to recycle & increase the use of previous life materials for future collections to 90% by 2023.
what is carbon neutral?
1st - we use life-cycle assessment in our every process to minimise our carbon emissions 2nd - we 'offset' our carbon emission upstream & downstream through certified climate projects to achieve neutrality on our entire value chain
Customer Care & Contact Us
can’t find what you need on our FAQ page? we are here to help

leave us a message & we will get back to you within 1 business day.

 
 
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