FAQ
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
Frequently Asked Questions
+ - 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
Frequently Asked Questions
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 & guarantee
Frequently Asked Questions
+ - Do I have a warranty?
Sad to hear. This is of course not the intention, but we are happy to solve it together with you! We would therefore like to ask you to contact our customer service. We would like to ask you to always include an order number or receipt! Is it a defect? Then we would like to ask you if you would also like to send a clear description and photos of the defect when you contact us.
+ - 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:
- By phone via: +31 (0) 20 2457429
- By e-mail via: info@fabiennechapot.com
+ - Do I also have a guarantee 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.
Shipping & Returns
Frequently Asked Questions
+ - 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.
+ - 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.