HERE TO HELP
Here you will find answers to the most frequently asked questions. If your question has not yet been answered, 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!
If you include your order number or receipt, we can serve you even more effectively. Thanks for your cooperation!
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
Your personal information is in safe hands with our payment partner, Shopify Payments.
+ - What are the shipping costs?
In the Netherlands, Belgium and Germany, shipping is free for purchases over €100. Check out 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
As of 01/01/21, you as a customer are responsible for paying customs costs. These costs will be charged at your door. Thanks for 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. But if you want a quick overview of your orders, faster check-out and be part of the benefits of becoming a member, follow this link: https://www.fabiennechapot.com/nl/account/login
+ - How long will it take before I receive my order?
We know you can’t wait to wear your pieces. 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?
What a great way to make someone’s day. You can buy a gift card online (link) and in our boutiques.
+ - How do I pay with a Gift Card?
You can pay with a gift card in the boutique and in our webshop. 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 doesn't work, please contact our customer service. We’ll be sure to help you.
PS. Don’t throw away your gift card! If a gift card is empty, you may still need it for a return, because the money will 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?
Easy - just 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 any problems entering your code, reach out to 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 toinfo@fabiennechapot.com . We will then contact you as soon as possible!
+ - I ordered a pre-order item. When can I expect this?
Can’t wait to have it? We love your enthusiasm. For a pre-order item it will take a little longer before you receive it. When it’s in stock, we will send it to you as soon as possible.
+ - What can I do if I am unable to place an order?
Something’s not working? If you have any problems placing your order, 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 get back to you as soon as possible to fix this.
+ - How do I know my size?
Finding your size is easy with our size chart which you can find on every product’s page. It’s also handy to look at the size the model is wearing for reference. Still unsure? Chat with us via email or telephone for personal sizing advice. 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 at first chance.
+ - What can I do if my size is sold out?
Something caught your eye and it’s not there? We know that can be frustrating. Use the 'Notify me' function and you’ll 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 check if 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, so be quick to react to it. Were you too late and the item is gone again? You can then choose to re-use the 'Notify me' function.
+ - 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 assist you.
+ - Can I still change my order?
We totally understand if you changed your mind, but after placing the order, it is unfortunately no longer possible to modify your order. In that case, you can choose to place a new order instead.
+ - Can I change the shipping details or cancel an order once the order has been placed?
Once your order has been placed, we can’t change the shipping address.
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?
Easy, 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?
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.
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?
We’re sad to see you go! 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
+ - Do I have a warranty?
Better safe than sorry. We believe in our products and ensuring high quality pieces that last for seasons. That is why we give six months warranty on all our clothing and a one year warranty on all shoes, bags and leather accessories. The warranty starts on the day of purchase.
Always keep a (copy of) your receipt or order number as proof of warranty. Can you not find them? Without proof of purchase we can unfortunately not help you further.
Note: Sadly we don’t offer warranty on items purchased at a Sample Sale.
+ - I have a complaint, what now?
We will be happy to resolve it with and for 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:
- By phone via: +31 (0) 20 2457429
By e-mail via: info@fabiennechapot.com
+ - Do I also have a warranty if I bought an item from another shop?
That depends on the rules that the store in question applies. We therefore recommend that you first contact the store where you purchased the item, as they are the party that can grant you a warranty.
If they are unexpectedly unable to resolve the complaint to your satisfaction, we would of course like to hear from you via our Customer Care.
+ - Where can I find the General Terms & Conditions?
Look no further, you can find our general terms & conditions here.
Shipping & Returns
FAQ
+ - How can I return my order?
- Go to the returns portal
- Log in with your order number (starts with FC and ends with -SF) and the email address you used when placing the order.
- Select the items you want to return and the corresponding reasons.
- Choose your preferred shipping method or choose to return in one of our boutiques.
- After registering your return, you will receive your return label or barcode by email and you can deliver your package to a parcel point of the carrier of your choice (PostNL or DHL). Keep your shipping receipt safe.
- Have you opted for returns in the boutiques? This is possible in our boutique in Amsterdam, Haarlem, Rotterdam, Breda, Den Bosch, Maastricht and Mall of the Netherlands.
+ - How can I return my Archive Sale order?
Items can be returned within 30 days of receipt. The return costs are €6,95 per package.
- 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 can’t be returned in one of our boutiques.
+ - I have a question about the Archive Sale, where can I find this information?
All Archive Sale answers topics can be found here.
+ - Can I return an online order in the boutique?
Sure thing! 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 can’t be returned in our 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 can’t be returned online. We would like to ask you to return the order in one of our boutiques instead.
+ - Which courier will deliver the package?
We work with PostNL, DHL, UPS and DPD to ship your goods to you.
+ - 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?
Returnable items have to be in the same condition as when purchased. We won’t 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?
Yes! It’s important that you add a note with the different order numbers, so that our distribution centre 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’s 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 who will create a new return label for you.
+ - My order is registered as delivered, but I have not received anything. What can I do?
Mistakes can happen. 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 solution and get your items to 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 and we’ll be sure yo get back to you ASAP.
+ - Items are missing from my order. What now?
What an oversight from our side! Please contact our customer service so that we can quickly find a 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.
+ - There is a defect in my order. What now?
We’re 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’ve received and processed your return, you will receive a confirmation by email. You’lll receive the refund via the payment method you previously used.
+ - How long does the refund take?
Patience is a virtue, but we get it’s hard to wait. Once we have processed your return, you will receive the refund via the payment method you previously used. Bear ind mind, 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.