FAQ

Haben Sie eine Frage? Unsere FAQ ist der schnellste Weg, um eine Antwort auf Ihre Frage zu finden!

Entdecken Sie hier unsere allgemeinen Geschäftsbedingungen.

Orders

FAQ

+ - How can I pay my order?

These are the fast, simple and secure payment methods available:

  • iDeal
  • PayPal
  • Credit Card (Mastercard, Visa and American Express)
  • Gift Cards
  • Discount codes

Our payment partner Shopify Payments keeps all your information safe. We do not have access to your personal information.

+ - What are the shipping costs?

In the Netherlands, Belgium and Germany, shipping is free for purchases over €100. Have you not completely filled your basket yet? Please view the table below for the most recent shipping costs.

  • Netherlands (1 working day) - €4.95 Free shipping above €100
  • Belgium (1 working day) - €4.95 Free shipping above €100
  • Germany (1-2 working days) - €4.95 Free shipping above the €100
  • United Kingdom (1-2 weeks) - €9.95

Please note! Since 01/01/21, you as a customer are responsible for paying customs costs. These costs will be charged at your door. Thanks for your understanding!

  • Ireland (3-5 business days) - €24.95
  • France (3-5 business days) - €9.95
  • Norway (3-5 business days) - €19.95
  • Sweden (3-5 business days) - €19 .95
  • Austria (3-5 working days) - €9.95
  • Switzerland (3-5 working days) - €11.95
  • Other countries in Europe (5-7 working days) - €24.95
  • Russia (5-7 working days) working days) - €39.95
  • North America (1 week) - €39.95
  • Middle East (1 week) - €49.95
  • Africa, Asia, South America & Oceania (7-12 working days) - €49.95

+ - Do I have to register if I want to buy online?

No, we only need basic contact information for your online purchase. We do recommend that you create an account so that you can clearly find your orders! This can be done via the following link: https://www.fabiennechapot.com/nl/account/login

+ - How long will it take before I receive my order?

Orders placed before 10:00 PM on working days will be shipped the same day. Orders placed after this time will be delivered within 1 to 2 working days. Please note that this may differ on public holidays and during busy periods. Once the order has been shipped from our warehouse, you will receive an email with the tracking information.

+ - Can I buy a gift card?

It is possible to buy a gift card online (link) and in the boutique.

+ - How do I pay with a Gift Card?

You can pay with a gift card in the boutique and via the webshop. NB! A Gift Card is not a discount code, but a means of payment. You will find this between the payment options (FC Giftcard). If the code still does not work, please contact our customer service. We would love to take a look for you!

A tip is not to throw away your gift card! If a gift card is empty, you may still need it for a return, because the money will then be refunded to the same card.

+ - What is the balance of my Gift Card?

You can view the balance of your FC Gift Card in your account and at the checkout!

+ - How can I use a discount code?

You can enter your discount code at the checkout. When you click on 'apply code', the discount will automatically be applied to your order. If you experience problems entering your code, please contact our customer service immediately. We would love to watch with you!

We can be reached between 9:00 AM and 5:30 PM on working days on +31 (0) 20 2457429. Outside office hours you can send an email toinfo@fabiennechapot.com . We will then contact you as soon as possible!

+ - I ordered a pre-order item. When can I expect this?

For a pre-order item it will take a little longer before you receive the item. When the pre-order item is in stock, we will send it to you as soon as possible!

+ - What can I do if I am unable to place an order?

If you have any problems placing your order, we recommend that you contact our customer service. We can be reached between 9:00 AM and 5:30 PM on working days on +31 (0) 20 2457429. Outside office hours you can send an email to info@fabiennechapot.com . We will then contact you as soon as possible!

+ - How do I know my size?

You will find a size chart on every product page. You will find all the necessary information in our size chart. Of course, we can also be reached by email or telephone for personal sizing advice. Please contact our customer service! We can be reached between 9:00 AM and 5:30 PM on working days on +31 (0) 20 2457429. Outside office hours you can send an email to info@fabiennechapot.com. We will then contact you as soon as possible!

+ - What can I do if my size is sold out?

When a product is sold out, you can use the 'Notify me' function. You will receive an email as soon as the item is available again! It is also possible to contact one of the boutiques in your area and inquire whether they still have the item in stock. More information about our boutiques can be found here.

+ - I received an email that my size is available again, but it is still sold out. What now?

Everyone who has registered for the 'notify me' function will receive an email when the item is available again. It is therefore possible that when you go to view the product, the size is already sold out. Just too late? You can then choose to use the 'notify me' function again!

+ - Where is my order?

We always do our best to deliver your order quickly. Once the order has been shipped from our warehouse, you will receive an email with the tracking information. If something is missing or you have any other problem with your order, please contact our customer service so we can find an appropriate solution.

+ - Can I still change my order?

After placing the order, it is unfortunately no longer possible to remove or add items from your order. You can of course choose to place a new order.

+ - Can I change the shipping details or cancel an order once the order has been placed?

Once your order has been placed, we cannot change the shipping address. Our warehouse works quickly so that you receive your package as quickly as possible!

My account

FAQ

My account

+ - How do I register?

You can register here. We will only ask you for the necessary data that will speed up the purchasing process!

+ - How can I change my information?

You can view and edit your details, your email and your payment details in your account.

+ - How can I change my password?

You can change your password in your account. To recover your password, select the Forgot your password? option when you log in. Once you provide us with your email address, we will send you an email so you can reset your password.

If you haven't received the password reset email, please check that the email address you gave us is correct. We also recommend that you check your spam folder.

If you have not yet received the email, please contact our customer service and we will be happy to help you! We can be reached between 9:00 AM and 5:30 PM on working days on +31 (0) 20 2457429. Outside office hours you can send an email to info@fabiennechapot.com. We will then contact you as soon as possible!

+ - I did not receive an email to reset my password. What now?

f you haven't received the password reset email, please check that the email address you gave us is correct. We also recommend that you check your spam.

If you cannot find the email, you can contact our customer service and we will be happy to help you! We can be reached between 9:00 AM and 5:30 PM on working days on +31 (0) 20 2457429. Outside office hours you can send an email to info@fabiennechapot.com . We will then contact you as soon as possible!

+ - I no longer want to receive a newsletter. How do I unsubscribe?

You can unsubscribe at the bottom of the newsletter. If this does not work, you can send an email to info@fabiennechapot.com

Complaints & warranty

FAQ

+ - Habe ich auf meinen Artikel Garantie?

Wir glauben an unsere Produkte und garantieren deren hochwertige Qualität. Daher gewähren wir sechs Monate Garantie auf all unsere Outfits und ein Jahr Garantie auf unsere Schuhe, Taschen und Leder-Accessoires. Die Garantielaufzeit tritt am Kauftag in Kraft. Bewahre zum Nachweis deiner Garantie stets eine (Kopie) deines Kaufbelegs oder deine Bestellnummer auf! Kannst du weder den Kaufbeleg noch die Bestellnummer finden? Ohne entsprechenden Kaufnachweis sind wir leider nicht in der Lage, den betreffenden Sachverhalt für Dich zu klären.

+ - Ich habe eine Reklamation; was ist zu tun?

Das ist tatsächlich sehr ärgerlich. Wir setzen alles daran, um mit Dir gemeinsam das Problem zu lösen! Daher bitten wir Dich, unser Customer Care Team zu kontaktieren. Möchtest du eine Beschädigung reklamieren? In diesem Fall bitten wir Dich, bei deiner Kontaktaufnahme eine eindeutige Beschreibung des Mangels und entsprechende Fotos zu übersenden. Bitte gib in deiner E-Mail auch deine Bestellnummer an.

+ - Habe ich auch Garantie, falls ich einen Artikel in einem anderen Geschäft kaufe?

Dies hängt von den Garantiebedingungen ab, die das betreffende Geschäft anwendet. Wir empfehlen dir daher, das Geschäft zu kontaktieren, bei dem du deinen Artikel erworben hast, da dieses auch als diejenige Partei agiert, welche Dir eine Garantie gewähren kann.

Bitte teile uns mit, falls die betreffende Stelle die Reklamation wider Erwarten nicht zu deiner Zufriedenheit lösen kann.

+ - Wo kann ich die Allgemeinen Geschäftsbedingungen finden?

Unsere allgemeinen Geschäftsbedingungen finden Sie hier.

Retournieren

FAQ

+ - Wie kann ich meine Bestellung zurückgeben?

Für Bestellungen aus den Niederlanden, Belgien und Deutschland sind Rücksendungen kostenlos. Die Kosten für internationale Rücksendungen gehen zu Ihren Lasten.

  • Besuchen Sie https://fabiennechapot.com/de/request-return, um darauf zuzugreifen.
  • Bitte füllen Sie Ihre Bestellnummer und Ihre E-Mail-Adresse aus. Geben Sie die Anzahl der Artikel an, die Sie zurücksenden möchten, und den Grund dafür.
  • Wählen Sie Ihre bevorzugte Versandmethode (Sie können das Rücksendeetikett am Ende bezahlen, wenn Sie international versenden).
  • Nach der Registrierung Ihrer Rücksendung erhalten Sie Ihr Rücksendeetikett oder Ihren Barcode per E-Mail und können Ihr Rücksendepaket an einem Paketpunkt Ihres ausgewählten Spediteurs abgeben. Bewahren Sie Ihren Versandnachweis gut auf!

Haben Sie sich entschieden, in den Boutiquen zurückzukehren? Dies ist in unseren Boutiquen in Hamburg, Amsterdam, Haarlem, Rotterdam, Den Bosch, Breda, Mall of the Netherlands und Maastricht möglich.

Haben Sie die Bestellnummer nicht mehr? Diese können Sie der Bestellbestätigung und der Versandbestätigung entnehmen. Alternativ können Sie eine Kopie unter info@fabiennechapot.com anfordern.

+ - How can I return my Archive Sale order?

Items can be returned within 30 days of receipt.

  • Go to http://fabiennechapot.com/archive-return or scan the QR code on your packing slip.
  • Log in with your order number and e-mail address.
  • Select the number of items you want to return with the corresponding reason.
  • Choose your preferred shipping method.
  • After registering your return shipment, you will receive your return label or barcode via email and you can hand in your return package at a package point of the carrier you have chosen (PostNL or DHL). Keep your shipping receipt safe!

Please note:  return costs are at your own expense and the order cannot be returned in one of our boutiques.

The return costs are €6,95 per package.

+ - I have a question about the Archive Sale, where can I find this information?

If you have questions about our Archive Sale, you can find all the information here.

+ - Can I return an online order in the boutique?

Online orders can also be returned in one of our boutiques in Amsterdam, Haarlem, Rotterdam, Breda, Den Bosch, Maastricht and Mall of the Netherlands. An online order cannot be returned in our boutique outlets in Roosendaal, Roermond and Batavia Stad.

+ - I placed an order in the boutique. Can I return it online?

Because the item was ordered in the boutique, we have no insight into your payment details, so unfortunately your order cannot be returned online. We would like to ask you to return the order in one of our boutiques.

+ - Which courier will deliver the package?

We work with PostNL, DHL, UPS and DPD to ship the packages.

+ - How long do I have to return an item? 

You have 30 days from the date of delivery of the order to return the order.

+ - How should I prepare a return package?

Clothing and shoes can of course be tried on. We will not accept returns of items that have been worn, damaged due to improper use, or items returned more than 30 days after receipt. Make sure you return all parts of your order, including attached labels and dust bag if applicable.

+ - I have not received a return label. What now?

We work with an online returns portal. You can register your return via the return portal and create a return label yourself. If this does not work, our customer service will be happy to help you!

We can be reached between 9:00 AM and 5:30 PM on working days on +31 (0) 20 2457429. You can also always send an email toinfo@fabiennechapot.com . We will then contact you as soon as possible!

+ - Can I return items from different orders at once?

This is possible! It is important that you add a note with the different order numbers, so that our distribution center can process your items properly. You will find these order numbers in the order confirmation that you received by email.

If this does not work, our customer service will be happy to help you! We can be reached between 9:00 AM and 5:30 PM on working days on +31 (0) 20 2457429. You can also always send an email to info@fabiennechapot.com . We will then contact you as soon as possible!

+ - Can I change the shipping method of my return?

It is no longer possible to change your shipping method yourself if you have already registered it via our returns portal. It is possible to contact customer service. They will be happy to create a new return label for you!

+ - My order is registered as delivered, but I have not received anything. What can I do?

How annoying that your order was not delivered. We recommend that you contact the courier first as they can easily track your package. If your package is still missing, please contact our customer service so we can quickly find a suitable solution!

We can be reached between 9:00 AM and 5:30 PM on working days on +31 (0) 20 2457429. You can also always send an email to info@fabiennechapot.com . We will then contact you as soon as possible!

+ - Items are missing from my order. What now?

How annoying that your order was not fully delivered. Please contact our customer service so that we can quickly find a suitable solution.

We can be reached between 9:00 AM and 5:30 PM on working days on +31 (0) 20 2457429. You can also always send an email to info@fabiennechapot.com. We will then contact you as soon as possible!

+ - There is a defect in my order. What now?

We are sorry that you received a damaged item. This is obviously not the quality we want to deliver. We would like to ask you to return this item via our returns portal and indicate in the return reason that the item is damaged. Unfortunately, exchanges are not possible with us. We would therefore like to ask you to place a new order.

+ - Have you processed my return?

When we have received and processed your return, you will receive a confirmation by email. Once we have processed your return, you will receive the refund via the payment method you previously used. The refund may take 1-5 business days.

+ - How long does the refund take?

Once we have processed your return, you will receive the refund via the payment method you previously used. The refund may take 1-5 business days. Are you returning a complete order? The shipping costs of the order will then also be refunded (if applicable). This only applies to standard shipping, any additional costs for evening delivery will not be reimbursed.

Ist deine Frage nicht dabei? Das Customer Care Team hilft dir gerne weiter!