Uncouture Faq's
How do I contact Customer Service?
If you have any questions about an order placed on the site, please contact us at [email protected], and we'll get back to you within 48 hours.
Don't hesitate to call +33 1 44 07 37 96 or send an e-mail to [email protected]
I have a question, who should I contact ?
We'd be delighted to help! Drop us a line at [email protected] or call us on +33 1 44 07 37 96, Monday to Friday.
I sent an email, when will I get an answer ?
We answer you within 24 to 48 hours, excluding weekends and holidays, where we will take note of your message the next day. Delivery times may vary slightly during offer periods or at Christmas time, for example, when we are in great demand. If you do not receive a reply after this time, please do not hesitate to call us directly on +33 1 44 07 37 96, as your message may have fallen into our junk mail.
Delivery of my order - Paris Click & Collect
Where can I have my order delivered ?
UNCOUTURE delivers worldwide For France and for international shipments, we forward our parcels with Colissimo, TNT, DHL, UPS, FEDEX, depending on the zones delivered.
You can also decide to have your order delivered to the Boutique de Saint Germain des Prés and try your order on the spot ;
How can I access my order tracking ?
Once your order has been validated and prepared by our workshop, you will receive an email confirming shipment. You just have to click on "Follow my order" in the body of the email to have access to the tracking of your package.
You can also consult your follow-up directly via your account UNCOUTURE. To do so, log in by clicking on "My Account" at the top right of our site, then click on "My Orders". Then simply click on the tracking number.
How long will it take for me to receive my order ?
Usually it will be delivered within 3 to 5 days depending on the final destination.
However, some customs take longer than others... Contact us and we will do our best to find out the reason for the delay and solve it.
I placed my order this weekend, when will you ship it ?
Our delivery service is open from Monday to Friday. Any order placed on a Saturday or Sunday is therefore processed on Monday. In the event of a public holiday, the order is processed the next day as well.
I made a mistake in the delivery address, can I change it ?
Depending on the progress of your order, we may still be able to modify your delivery address. However, if your order has already been processed by our delivery department, we will no longer be able to modify it. Please contact us as soon as possible via [email protected] or by telephone on +33 1 44 07 37 96 (working days).
I want to cancel my order, is it possible? ?
If your order has not yet been processed by our delivery department, it is possible for us to cancel it and proceed with a refund. In this case, please contact us as soon as possible by e-mail at the following address [email protected] or by telephone on +33 1 44 07 37 96 (working days).
If the order has been sent to the warehouse, it will unfortunately no longer be possible for us to cancel it. In this case, if you do not wish to keep your items, you can return them to us.
I paid customs fees, will you refund me ?
When you order outside of France, customs charges may be applied to your order, these remain entirely at your expense.
Is it possible to postpone the delivery of my order ?
Unfortunately, it is not possible for us to reschedule a delivery. Via Colissimo, if you are not present at the time of delivery, your parcel is deposited in your letter box if the size of the box allows it. Otherwise, a delivery will be rescheduled. If you are not present at the second delivery, your order will be deposited in a relay point near your home. For TNT, the package is delivered under signature. If you are not at home, the package will be delivered to a relay point.
My Account
How do I create my Uncouture account?
Click in the top right corner of our website on "My account" and then click on "Create an account". The creation of your account allows you to access the history of your orders and personal information... and especially your pre-recorded sizes if you went to a shop where you met an Ambassador!
What is the purpose of an Ambassador ?
An ambassador is a person trained in taking measurements and Uncouture codes who represents us internationally and will present the new silhouettes to you every month.
To register for an Ambassador Workshop leave your contact details in the contact page and we will send you the dates and workshops according to your location.
To become an Ambassador, follow the link
Do I need an account to place an order?
Yes, by creating an account, you benefit from dedicated advantages, priority subscription to the Workshops, free touch-ups in the shop,... You are part of the UNIQUES
How do I access my account if I have lost my password ?
When you log in, you can tick "Forgotten password" and you will receive an e-mail within minutes allowing you to set your new password.
I can't loginto log in to my UNCOUTURE account
It is quite possible that you have not yet created an account with us, so you just need to create your account (it takes less than a minute). To do so, you can click on the "My Account" tab at the top right and then click on "Create an account".
If this is not the case, please contact us at [email protected] or +33 1 44 07 37 96
Why three measurements?
Considering the genesis of the house, our roots are deeply linked to Couture.
A woman is rarely standardized to the point of being a 40 chest, waist, hips...UNCOUTURE responds by offering to measure 1 to 2 points of the body that will determine the appropriate size of the model, case by case: In the BASEL dress you will measure your chest THEN your waist, making you a size 03 while in the Paris dress, you will measure your hips THEN your chest and be a size 02 which will be perfect... All this depends on the cut and the materials used....Let yourself be guided by the button " Recommended size " when ordering.
How to fill in the different sizes in my customer profile
- Either you have discovered the brand through the Worldwide Ambassadors' Workshops; they will then define your 3 UNCOUTURE sizes (Chest/Waist/Hips),
- Or you have been to the shop and together we took your measurements and defined your profile,
- Or you contact us directly at +33 1 44 07 37 96 (working days) and we will zoom
In these cases, your sizes will then be accessible on your account.
To order you do not have to fill in these fields, let yourself be guided by the button Recommended size on the product page of each item.
In case you are (still) in doubt, check the Size chart page.
How to subscribe to the Newsletter ?
You can subscribe to our newsletter from the home page of the site at the bottom right: enter your email directly in the box provided for this purpose and then click on ok. You will then be regularly informed of our news and events and will also be able to benefit from personalized offers.
I would like to retrieve an invoice, how do I do that?
You can access your invoice directly via the order confirmation email you received when you placed your order.
Alternatively, you can retrieve this invoice directly from our website, by logging into your account. Once logged in, click on "My orders", then click on the order number you require. You can also send us an e-mail to the following address [email protected] to retrieve your invoice.
Returns
Exchanges and returns to Paris
Need to make a return or an exchange? Nothing could be easier. Try on your purchases at home and contact us as soon as possible to request a different size or return an item.
You have 28 days from the date of receipt of your order to :
- Create an exchange or return request on your account UNCOUTURE ;
- Return your purchases.
Items must be returned new, unused and with the UNCOUTURE labels intact. Returns that do not comply with our policy will not be accepted and will be returned to you.
Want to try on another size?
Exchanges of items are free of charge. However, if you reside outside of France, taxes and customs fees will apply. If you wish to try a different item, you can make a return and use the refund added to your account as a credit note to purchase the new item separately.
Can I return a product bought on the Eshop to the store and vice versa ?
Yes, but in both cases, the return of your product must be made within 28 days of purchase. The product must be intact and in its original packaging. For full details of our returns policy and the return address if your product was purchased online, please go to the Delivery & Returns page.
I have returned an item(s) to you, when will I get my refund ?
Our average repayment period is 1 to 2 weeks. These delays may vary depending on the delivery of your package and the time of reception/checking of the state of the products at our delivery service.
Store
I would like to make an appointment in a boutique, how do I do that? ?
Contact us by email at [email protected] or by phone +33 1 44 07 37 96 from Monday to Saturday, 9 :00 - 19 :00 and leave us a message if we don't answer right away ; We'll get back to you within24 hours.
Payments, refunds and promo codes
What are the payment methods to pay on the UNCOUTURE site ?
We accept Visa, MasterCard and American Express credit and debit cards.
You can also choose to pay via PayPal. If you select this option when you finalize your purchase, you will be redirected to the PayPal site to validate your transaction and will then be redirected to UNCOUTURE.
Is UNCOUTURE secure?
Yes, credit card payments on the site are made via the STRIPE payment system. The UNCOUTURE site does not at any time take knowledge of your banking information. For more information, please visit our Secure Payment page.
Can I place an order by phone ?
Yes at +33 1 44 07 37 96 from Monday to Saturday, 9 :00 - 19 :00 and leave us a message if we do not answer immediately ; We will come back to you within 24 hours
I have a promo code or a gift card, where can I put them to benefit from them ?
On the computer: After validating your basket, you can insert your coupon code in the "Information" section, to the right of the field reserved for your delivery address. Then click on "Validate" to benefit from your offer/gift card.
On mobile: After validating your basket, click on the small drop-down arrow to the right of your basket. Below the summary of your order appears the promo code field. Then click on "Validate" to take advantage of your offer/gift card.
Do you offer discounts?
No, we never do discounts or sales. Indeed we work in limited series with a reasoned production and at a fair price; this implies small quantities to be sure to be unique in its kind, and this throughout the year. The product does not follow a trend, a fashion, it is a timeless and universal style.
Nevertheless we set up many advantages dedicated to our customers according to their profiles (consult BE UNIQUES).
If you want to benefit from it from the first purchase, register you.
What is the repayment term?
Your refund will be credited via the means of payment used at the time of purchase or will be the subject of a credit note on your UNCOUTURE account, we leave it up to you to decide.
If your order has been sent to an address outside the European Union, sales and customs clearance taxes cannot be refunded by UNCOUTURE. However, you can try to recover them by contacting your nearest customs office directly or by using a customs broker.
Customers ordering from Australia will be reimbursed for customs fees and Goods and Services Tax (GST) starting July 1, 2018.
Please note that refunds may take up to 10 business days to appear on your account due to varying processing times from one payment service provider to another.
Exchanges of items are free of charge. However, if you reside outside the European Union, taxes and customs fees will apply. If you wish to try a different item, you can make a return and use the refund added to your account as a credit note to purchase the new item separately.
Colours
We make every effort to display as faithfully as possible the colours of the items offered on UNCOUTURE. However, the resolution of computer monitors, tablets and smartphones varies from one device to another, so we cannot guarantee 100% display of actual colors.
How do I get notification of a restocking?
Write to us via the contact form, write the name of the article that makes you dream so much, the color and the size, in the insert provided for this purpose.
We will send you a preview alert when the garment will be re-released.
