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.

  • 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 2400720.

  • 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 2400720. 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 link to our size guide. We are naturally 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 2400720.

  • 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!

  • 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:

    Via the chat on the website (bottom right of the screen)

    By phone via: +31 (0) 20 2400720

    By e-mail via: info@fabiennechapot.com

  • 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:

    Via the chat on the website (bottom right of the screen)

    By phone via: +31 (0) 20 2400720

    By e-mail via: info@fabiennechapot.com

  • 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:

    Via the chat on the website (bottom right of the screen)

    By phone via: +31 (0) 20 2400720

    By e-mail via: info@fabiennechapot.com

  • 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

  • When may I return something?

    You may always try on clothing and shoes (only on carpet). We do not accept any items that have been worn, are damaged through incorrect use or which are returned longer than 30 days after receipt. Make sure that you return all the parts of your order, including all the attached labels, shoe box and dust bag if applicable.

  • How can I return my order from the Netherlands or Belgium?

    It's easy to return a product. Fill in the returns form, enclose it with your item(s) and attach the returns sticker to the box. Check that you have included all the parts of your order, e.g. box, hanger, attached labels and dust bag (if applicable). If you don't have the returns form, you can request one from our Customer Care Team at info@fabiennechapot.com.

    Important: don't throw your tracking number away! Fabienne Chapot is not responsible for returns that are lost in transit, received late or damaged.

  • Have you received my returned item?

    You will be notified when our warehouse receives your returned item. The return must then be processed by our warehouse. After receiving and processing your return, we aim to refund your purchase price within 3-5 working days. You will receive an e-mail once the refund has been processed.

  • What should I do if I haven't received a returns form?

    Haven't received a returns form? No problem! Send an e-mail with your order number to our Customer Care Team at info@fabiennechapot.com and we will ensure you receive your returns form.

  • How long will it take to receive my refund?

    Depending on your bank, it can take up to 5 working days before the refund is in your account. Are you returning the entire order? If so, the shipping costs of the order (if applicable) will also be refunded. This only applies to standard shipping. Any additional costs for evening delivery will not be refunded.

    Important: did you pay with a Fabienne Chapot gift card? Lucky you! If so, the refund will be paid directly onto your gift card. Gift cards cannot be exchanged for cash.

  • Can I exchange products?

    Unfortunately, this is not possible. If you wish to order a different size or colour, please return your order and place a new order.

    Read here how to easily return the item.

  • I've received the wrong or a defective item, what now?

    That's obviously very annoying for you, but we will be happy to resolve the problem. Send an e-mail with a description and photos of the defect to our Customer Care Team at info@fabiennechapot.com. We will then look at the problem and contact you to resolve it!

  • What should I do if I have not received a return sticker?

    No problem! You can also return your parcel without the return sticker free of charge via a PostNL location. Send the parcel to the return address provided on the returns form included with your order.

    Having a problem? Send an e-mail with your order number to our Customer Care Team at info@fabiennechapot.com. We will be happy to help!

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:
    Via the chat on the website (bottom right of the screen)
    By phone via: +31 (0) 20 2400720
  • 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.

Online Sample Sale 

  • Will the Physic Sample Sale continue?

    Yes, the Online Sample Sale certainly does not replace the physical edition! You can expect a different range and prices on the physical edition at the end of November, including unique samples and final sizes. We hope to see you there too. 

    If you subscribe to our newsletter, you will receive an access code for the Online Sample Sale on Thursday 22 October.

  • How do I access to the Online Sample Sale?

    When you have registered for our newsletter, you will receive a personal access code from us on the 22nd of October. We send this code in batches. So, haven't you received a code yet? Please be patient! The link to the Online Sample Sale is: https://sample-sale.fabiennechapot.com/ 

  • I have not received a code, but I have registered for the newsletter. Is this going well?

    On Thursday, October 22nd you will receive your access code and link by email. We will send out access codes in random batches. In this way, we are able to guarantee a pleasant shopping experience. So if you haven’t received your code yet... No stress, you will certainly receive it on Thursday 22nd. 

  • What should I do if my code doesn't work?

    The access code is case sensitive so please check if you filled in the right way. If your code does not work, please contact our Customer Care Team. 

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

Please click the chat icon at the bottom right of te screen.

Stay up to date!

Sign up for our newsletter and get a 10% welcome voucher.

By submitting you agree with our privacy policy.

Thanks!

Your registration is being processed!

Redirecting in 5..