The Order

The order is validated once the payment has been accepted by UNCOUTURE. UNCOUTURE reserves the right to refuse an order if the Customer already has a dispute with UNCOUTURE or if UNCOUTURE considers that the Customer carries a risk of non-payment. UNCOUTURE then reserves the right to ask its Customer for additional information if it considers it necessary, such as an identity document or proof of address. Without response from the Customer within 5 days following the order, the order and the payment are cancelled. UNCOUTURE undertakes to honour the orders received, only within the limits of available stocks.

Deliveries in Metropolitan France & International

Our shipping times are as follows:

- For any order placed from Monday to Thursday, the order will be shipped the next day.

- For any order placed from Friday after 1pm to Sunday evening, the order will be shipped the following Monday.

- For all orders placed on public holidays, the order will be shipped the next business day.

The delivery is free in France but paying abroad, that is to say 40€ for Europe and 60€ outside the EU.
Outside the European Union, customs or import taxes may be added to the price of our products and remain the responsibility of the Customer. It is therefore up to the Customer to find out the amount of these taxes from his local customs office.

Delivery times are the sole responsibility of the Carriers and in no case the responsibility ofUNCOUTURE could not be engaged in case of failure to meet delivery times.

Can I order by phone?

Yes to +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 will come back to you within 24 hours.

I have a promo code or a gift card, where can I put it to benefit from it?

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. 

Delivery of my order - Paris Click&Collect

Where can I have my order delivered?

UNCOUTURE delivers in the whole world. For France and for international shipments, we send our packages through Colissimo, TNT, DHL, UPS, FEDEX, depending on the area 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 the tracking of my order?

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 are you going to 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 got the shipping address wrong, 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 [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. 

• Returns

Returns & Exchanges

Would you like to return a product? No problem! For all returns, please send us an e-mail to the following address [email protected] to let us know. Please include: your order number, the product(s) being returned, the reason(s) for the return, and a request for anexchange or voucher. In this way, you can be sure that your request will be processed quickly and efficiently. 

Any Customer can ask for the exchange of his article within 14 days as from the date of the order. The returns of the orders dispatched in Metropolitan France and out of Metropolitan France are the responsibility of the customer as well as the expenses of customs duty or importation.

The product for which the Customer requests an exchange must be intact, unworn and in its original packaging. 

Without a tracking number, we will not accept any claims.

The return address is as follows:

UNCOUTURE
22 rue de l'Echaudé
75006 PARIS FRANCE

It is not necessary to attach any document to the package. 

If the article is refused by UNCOUTURE, it is returned to the Customer at the expense of UNCOUTURE without the Customer being able to demand any compensation whatsoever. If the return has not been announced by the Customer, a voucher is automatically created and sent to the Customer.

Orders placed on the websiteUNCOUTURE can be returned or exchanged in the shop of Saint Germain des Prés.

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 Eshop 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 refund times are on average one to two weeks.

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.

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.

These times may vary depending on the routing of your package and the time of receipt/verification of the condition of the products at our delivery service.