FAQ

Do you have a question? Checking out our FAQs is the quickest way to get an answer!

Orders

  • Is delivery free of charge?

    In the Netherlands, Belgium and Germany, shipping is free on webshop purchases totalling over €50. More information about ordering and shipping costs is available here.

  • What can I do if my order hasn't been delivered yet?

    We always do our best to deliver your order in full and on time. However, where people are involved, things can sometimes go wrong. If anything is missing or if you have another problem with your order, send us an e-mail within 7 days of delivery and we will try to conjure up our magic. Send your e-mail to info@fabiennechapot.com. We will try to reply within 24 hours.

  • When can I expect my order to be delivered?

    Orders placed before 22.00 on working days will be shipped the same day!* Once we have dispatched your parcel from the Fabienne Chapot warehouse, you will receive an e-mail with a track and trace code. Not at home? No problem, the courier will leave instructions how to pick up your package at the nearest post office.

    *Not on public holidays. In that case, allow additional delivery time.

  • Do you ship to UK?

    Since 01-01-2021 all shipments coming from outside the United Kingdom need to pay import duties to import the goods into the UK, because the United Kingdom left the European Union. You as a customer are responsible for paying these customs fees. The carriers will charge these costs at your door.
    The delivery time will take 1-2 weeks.
    Thank you for your understanding!
    For further questions, please contact our Customer Care Team.
  • I ordered an item pre-order item. What now?

    How nice that you ordered this item! Because it is a pre-order item, it will take a little longer before you will receive the item. The exact delivery time is mentioned on our website. Did you order your pre-order item together with other items? Then all items that are in stock will already be sent to you. As soon as the pre-order item is in stock, we will send it to you as soon as possible!

  • Can I track my parcel?

    Once we have dispatched your parcel, you will receive an e-mail with the track and trace code. Haven't received a track and trace code? Contact our Customer Care Team!

    Send your e-mail to info@fabiennechapot.com. We aim to reply within 24 hours. You can also use our online chat. Prefer to call? Call us on working days between 09.00 and 17.30 on +31 (0) 20 2457429.

  • What should I do if I can't place an order?

    If you have problems placing your order, we advise you to contact our Customer Care Team. Call us between 09.00 and 17.30 on working days at +31 (0) 20 2457429. Outside office hours, you can send an e-mail to info@fabiennechapot.com. You can also use our online chat. We will then get back to you as soon as possible!

  • How do I know my size?

    On every product page you will find a sizing tool. If you fill in your details, this tool will give you a personal sizing advice! Still not sure? No problem, in our size guide you will find all the necessary information.

    We are of course also available for personal sizing advice via chat, e-mail, or phone.

    In that case, contact our Customer Care Team! Send your e-mail to info@fabiennechapot.com. We aim to reply within 24 hours. You can also use our online chat. Prefer to call? You can call us on working days between 09.00 and 17.30 on +31 (0) 20 2457429.

  • What can I do if my size has sold out?

    If a product has sold out, you can use the 'Want-It' function. Fill in your e-mail address and you will receive an e-mail when your size comes back in stock. You can also contact one of our boutiques near you and ask whether they have the item in stock. Find more information about our boutiques here.

  • I received an e-mail saying that my size is back in stock, but it still says sold out on the website. What now?

    We send this e-mail as soon as your size is back in stock on our webshop. This e-mail goes to everyone who has shown interest in this product. When you go online to view the product, it may be that it has sold out again. So be quick! :) A bit too late? Use the 'Want-It' function again!

  • I have purchased or received an FC E-Gift Card. What now?

    Lucky you! You can find the answers to all your questions about the FC E-Gift Card here.

  • How do I use my discount code?

    You can enter your discount code at the Checkout. When you click on 'apply code', the discount will be automatically applied to your order. If you have any problems entering your code, contact our Customer Care Team! We will be happy to help.

    We are available on working days between 09.00 and 17.30:

  • My discount code doesn't work, what now?

    Check which items the discount applies to. Discount codes are not usually valid on Sale items and our Homeware collection. Please note! A Gift Card code is not a discount code but a payment method. You will find it listed among the payment methods (FC Gift Card code). If the discount code still doesn't work, contact our Customer Care Team. We will be happy to help.

    We are available on working days between 09.00 and 17.30:

  • What is the balance on my FC Gift Card?

    You can check the balance on your Gift Card by logging into your Fabienne Chapot account. Haven't got an account? Contact our Customer Care Team and we will be happy to check your balance for you.

    We are available on working days between 09.00 and 17.30:

  • What payment methods are available?

    We accept the following payment methods:

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

    More about payments here.

  • Which countries do you ship to?

    We ship worldwide. This page shows our (inter)national shipping costs and an indication of delivery times. For our parcel shipments, we work with PostNL, UPS and DPD.

Returns

  • How do I register my return?

    For orders from the Netherlands, Belgium and Germany, returns are free. International return costs are at your own expense. 

    •  Visit fabiennechapot.com/request-return  
    • To access, please fill in your order number and email address.
    • Add the number of items you wish to return and the reason why.
    • Choose your preferred shipping method (you can pay for the return label at the end if you are shipping international)
    • After registering your return, you will receive your return label or barcode in the mail and you can drop off your return package at a parcel point of your chosen carrier. Keep your shipping evidence well!

    Have you chosen to return to the boutiques? This is possible in our boutiques in Amsterdam, Haarlem, Rotterdam and Maastricht. Do not forget to bring your packing list. 

    Do you no longer have the packing list? You can request a copy at info@fabiennechapot.com. 

  • When can I return something?

    Our motto is: "You wear it, you buy it". Clothing and shoes may of course be tried on. We do not accept returns on items that have been worn, damaged by incorrect use or items that are returned more than 30 days after receipt.  

    Make sure you return all parts of your order, including packing list, attached labels and dustbag if applicable.

  • Is it possible to return an item in one of our boutiques?

    Online orders can also be returned (including packing list) in one of our boutiques in Amsterdam, Haarlem, Rotterdam and Maastricht. Returns in our boutique outlets in Roosendaal and Batavia Stad are not possible. 

  • Have you received my return?

    When we have received and processed your return, you will receive a confirmation e-mail. Once we have processed your return, you will receive a refund using the payment method you previously used. Refunds may take 1-5 working days.

  • I have not received a return label

    We work with an online returns portal. You can register your return viafabiennechapot.com/request-return. After registering your return, you will receive a return label in the mail.

  • How long does the refund take?

    Once we have processed your return, you will be refunded via the payment method you used previously. Refunds may take between 1-5 working days.
    Are you returning a complete order? Then the shipping costs of the order will also be refunded (if applicable). This only applies to standard shipping, any additional costs for evening delivery will not be refunded. 
  • I have received a damaged item

    We are sorry to hear 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 and to indicate in the return reason that the item is damaged. Unfortunately, an exchange is not possible. We would therefore ask you to place a new order.

  • I have placed an order in the boutique. Can I return it online?

    Because the item was ordered in the boutique, we do not have access to 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. 

  • Can I return a boutique purchase online?

    Because the item was purchased in the boutique, we do not have access to your payment details, so unfortunately your items cannot be returned online. We would like to ask you to return the items in one of our boutiques. 

Complaints & guarantee

  • Do I have a guarantee?

    We believe in our products and guarantee high quality. We therefore provide a six-month guarantee on all our clothing and a one year guarantee on all shoes, bags and leather accessories. The guarantee starts on the day of purchase. Always keep a (copy of) your receipt or order number as proof! Lost them? Unfortunately, without proof of purchase, we cannot help you.

  • I have a complaint, what now?

    That's unfortunate to hear, but we will be happy to resolve it with you! Please contact our Customer Care Team. Does it concern a defect? If so, please provide a clear description and photos of the defect when you contact us.

    We are available on working days between 09.00 and 17.30:
  • Do I also have a guarantee if I bought an item from another shop?

    That depends on the rules applied by the shop in question. We therefore advise you to contact the shop, because they are the ones who can offer you a guarantee.

    If they fail to resolve your complaint to your satisfaction, please let us know.

Can't find your question here? Our Customer Care Team is happy to help!

We are available on working days between 09.00 and 17.30 via:

 

Chat

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