FAQ: Your Complete Guide (Delivery, Size, Returns, Care)

Returns / Exchanges and Refunds

• You have 14 days from the date of receipt of your order to make a return. Items must be new, unworn, unwashed, with their original tags and in their original packaging.
• To view our full return, exchange and refund conditions, click here.
  
  Click here to find out about our return, exchange and refund policy >>
  

Where is my order?

• What are the shipping options?
  You can choose to receive your parcel at a home collection point via the Colissimo service from La Poste.
  
  
• When will I receive my order?
  Orders are shipped the day after they are placed, Monday to Friday.
  Orders placed from 12pm on Friday and over the weekend will be sent on Monday.
  If you choose to receive your parcel at home, it will be shipped the day after your order and will arrive within 48 to 72 hours (excluding holiday periods, which will be mentioned on the website).
  You choose to receive your parcel at a collection point. It will arrive at the collection point within 3 to 4 business days.
  
  
• What should I do if I never received my order?
  If you have not received your order, check the status of your parcel via your tracking number, and send an email to contact@laboutiquedelydie.fr so that we can look into it and contact the shipping department.
  
  
• What happens if my package is lost?
  If your parcel is lost we will resend the item if it is still available, if not we will issue a refund.
  
  
• My parcel is marked as delivered but I haven't received it, what should I do?
  If your postman has scanned your parcel as having been delivered to your mailbox, you should contact him directly first.
  Also consider checking with your neighbors; your package may have been accidentally deposited in a neighbor's mailbox.
  If you cannot find your package, we will request a refund from the post office. We will then place a new order.

• How can I make changes to an order I've already placed?
  If you wish to make changes to an order already placed, please contact us by email at lydie.ledanois@gmail.com or by phone at 07 60 60 47 79
  
  
• I was unable to choose my collection point
  If this is the case for you, please do not hesitate to call me so that we can choose your collection point together.
  By default, I will choose the collection point closest to your home with the widest possible time window so that you can easily pick it up.
  
  Click here to learn more about shipping conditions >>
  
  
• Free delivery is offered for orders over €75, EXCLUSIVELY to collection points!
  
  

• I forgot to pick up my parcel at the collection point.
  Your package will be returned to the store. If you wish to keep your order, you will have to pay the shipping costs again. If you no longer want your order, you will be refunded if you have met the deadline. The shipping costs already paid will not be refunded. If you benefited from free shipping, €5 will be deducted from your refund.
  You will also be charged 2 euros for returning the item to the store.

Loyalty

• How does the loyalty system work?
  At Lydie's shop, the loyalty program works with points. Earn more points by completing different actions and turn them into fantastic rewards!
  
  
• How to earn points
  Place an order: 5 points for every €1 spent
  Share on Facebook: 30 Points
  Follow on Instagram: 30 Points
  Celebrating a birthday: 130 points
  
  
• Sponsorships
  Give your friends a reward and receive one when they make a purchase. They get a €5 discount voucher and you get a €5 discount voucher.
  To find your referral link, log in to your account and click on the purple icon with a shopping bag and a heart, then click on "Refer your friends", your referral URL will be displayed
  
  
• How to redeem points
  Discount on orders: 200 points = €1
  
  

Customer account

• I did not create a customer account when I placed my first order; can I create one and retrieve my order?
  Yes, you simply need to create your customer account with the same email address as the one you used for your order.
  
  
  
• I am unable to log in to my account
  You probably placed an order without creating an account; you can always create an account with the same email address used when placing your order and you will find all your orders as well as your loyalty points.

Store credit

What is store credit?
This is a monetary value that you can spend in the store. Store credit is non-transferable and is directly linked to your customer account (email address), and it has an expiration date.
Generally one month when it is a credit note issued by the store.

Store credit can be viewed, credited, and debited directly from your customer profile or from the order page when issued as a refund. You can use it at checkout, either while logged into your customer account or with Shop Pay.

Pre-orders

Shipping times for pre-ordered products can range from 5 to 15 days (varies depending on supply); some pre-orders may be cancelled and refunded if the supplier is out of stock.
Your order will only be shipped once the products in the order price are available.

Other questions

• Where are you located?
  Lydie's shop is an online store. We have a showroom in La Roche-Posay, where you can come and see and try on the clothes by appointment.
  
  
• How can I be sure I'm ordering the right size?
  We strive to provide the most detailed information possible in each product description. Please don't hesitate to ask us if you need assistance choosing the right size.
  
  
• Can I pay in installments without fees?
  You can pay in several installments without fees, by going to checkout and choosing Klarna as your payment method.

• How can I contact your company if my question is not answered here?
  You can contact us by email at contact@laboutiquedelydie.fr or by phone at 07 60 60 47 79 from Monday to Friday, 9am to 5pm, and on Saturday from 9am to 12pm.
  
  
  
• How do I care for and wash my sweaters and knitwear to keep them looking good for a long time?
  

  Most of our sweater labels recommend hand washing to ensure maximum safety. However, to make things easier for you while protecting your knitwear, we recommend the following method:

  1. Use a laundry bag that is appropriate for the size of your sweater.

  2. Select the most delicate program on your machine (often the "Wool", "Hand wash" or "Cold" program).

  3. Set the temperature to a maximum of 30°C.

  4. Spin cycle: Opt for a very low spin cycle (maximum 400 rpm) to avoid deforming the knit.

  5. Drying: Never put your sweaters in the dryer. Always dry them flat, on a towel, to prevent them from losing their shape.

  
  

• ✨ How do I care for and wash my coated trousers?

  Coated trousers require special care to maintain their glossy appearance and prevent the coating from cracking or getting damaged.

  For easy and effective maintenance, here are our tips:

  1. Preparation: Always turn the pants inside out before putting them in the washing machine.

  2. Protection: Place the trousers in a laundry bag . This will protect them from rubbing and scratches caused by other clothing, zippers or buttons.

  3. Washing:

     • Use a cold wash program (20°C or 30°C maximum).

     • Select a delicate or synthetic program.

  4. Spin cycle: Opt for a very gentle spin cycle (maximum 400 rpm).

  5. Drying: Air dry only. Never use a tumble dryer, as this will damage the coating. Avoid leaving it to dry in direct sunlight.

  Did you know? If your trousers are only slightly soiled, a simple wipe with a damp sponge on the stains is often enough!

• 📏 What are the measurements of the model in the photos?

  To help you choose your size as accurately as possible, we are providing the measurements of Lydie, our model for most of the photos:

  • Height: 173 cm

  • Usual clothing size: 36 / S

  • Chest (Bust circumference): 90cm

  • Size (Waist circumference): 67cm

  • Hips (Hip circumference): 89cm

  💡 Lydie's Tip: Each item fits differently. Check the "Sizing Advice" section on the product page of the item you're interested in. There, we specify what size Lydie wears for that particular garment (e.g., "Lydie wears size M for an oversized look") and how it fits.

• Is payment by bank card secure?
  Answer: Yes, we use the 3D Secure protocol and our platform is PCI DSS certified. We do not store any banking information.
  
  
• Is it possible to have it delivered within 24 hours?
  Answer: Yes, I can ship via Chronopost, but you need to contact me; I only do it upon request.
  
• How can I tell if an item is out of stock?
  Answer: If an item is not available in the desired size, it will be marked "out of stock" or the size will not be clickable. If a product is on pre-order , please refer to the delivery times indicated on the product page.
  You can, if you wish, set up a back-in-stock alert to be notified in real time when items are restocked. Items that are on sale or promotion will not be restocked.
  
  
• I made a mistake in my delivery address, what should I do?
  Answer: Contact us immediately by phone at 0760604779 or by email at lydie.ledanois@gmail.com, specifying your order number. Any changes before shipment are possible.
  
  
• How do I use my gift card/store credit?
  Answer: During checkout, enter the gift card code in the "Gift card or promo code" field and click "Apply". If you are using store credit, it will be automatically applied if you are logged into your account.
  
  
• How does Click & Collect work?
  Answer: Your order will be ready within a few hours if it's a business day. I'll send you a message when it's available and we can arrange a time for you to pick it up at the showroom.

Did you know that?

With Klarna, pay in 3 installments with no fees on the website.

Earn €5 on your next order: Share your look!

1. SHOOT 🤳: Take a nice photo or video of yourself wearing your favorite item purchased from La Boutique de Lydie.

2. POST & TAG 🏷️: Share it on your Instagram account (as a Story or Post) and tag @laboutiquedelydie in the photo and/or caption. Don't forget the hashtag #BoutiqueDeLydieLook .

3. WINNER 🎁: We will receive your notification and send you a €5 promo code via private message, valid on your next order!

Condition: Your account must be public on the day of sharing so that we can see and reshare it.