FREQUENTLY ASKED QUESTIONS
SHOP AND ORDER
How do I shop?
We try to make shopping at L'Etablissement as attractive as possible for our customers. If you know what you are looking for, use the ‘categories' link, so you can go easily to 'clothes, accecoires, etc.'. If you are looking for a designer | brand you can find them under the 'brands' link. Once you have found an item, select your size and click on the 'add to bag' button. Review the items on your shopping bag by clicking the 'your bag' link at the top of the page. You can use the 'remove' button to delete items from your shopping bag. Click on 'checkout' to complete your order. If you want to try some items , you can make an appointment to visit our showroom. You can choose the items you want to try by using the button ‘add to fitting room’ , write down your name and email address, so we can mail you back to make an appointment with you. If you want to go back to the homepage, simply click on the L'Etablissement logo.How do I know if an item is in stock?
All our products are sold on a first-come, first-served base. If an item is not in stock anymore it is displayed as ‘sold out’. Please be aware that even if an item is on your shopping cart, another customer can still buy it until you have completed your order.Which size should I choose?
All our items are sold by the international sizing scheme used by the designer. To convert this to your usual size, simply click on the 'size' button on the product pages, which you will lead to our size guides. Your can also go from here to our size guides. As sizes can vary greatly by designer, please send an email to our customer service for assistance so we can help you further.How do I change currency?
To change currency, simply click on the currency converter in the top left corner of the website. There you can choose the currency you want.Can I add items to an existing order?
It isn’t possible to add products to an existing order. The only solution is to cancel the order immediately and place a new order. Your items will be delivered together by placing a new order which contains all the items you require.How can I cancel an order?
If you want to cancel an order please contact us as soon as possible by emailing or by telephone. Please keep your number order available.How can I get updates on sales dates or other updates?
On the moment you register with L'Etablissement you will be asked to subscribe to our email updates. You can also use the link ‘sign up our email updates’.How do I make a complaint about your service?
If you have a question or you have a reason to complain about the service you have experienced from L'Etablissement, please email our customer service. We welcome any remarks about our service, so we can improve what we are doing.How do I make a complaint about the state of the goods?
We do our best to deliver a perfect product. Any complaints regarding the state in which goods have been delivered (including missing tags) must be made to L'Etablissement no later than two working days upon receipt of the goods by email.I have received an incorrect item in my order
If you have received an incorrect item in your order, let us know straight away by contacting our customer service. They will try to sort it out.Can you give me more information on a product?
We try to publish as much useful information as we can about all our products. If you miss something please feel free to contact our customer service, they can help you further. We welcome suggestions from you about missing details about our products, we’ll do our best to include it.ACCOUNT
Do I need to set up an account to place an order?
You can place an order without registration. Creating an account allows you to track your order, shop without entering your address or cart details and be the first to know about upcoming sales and other updates. You will be given the opportunity to create an account after you make a purchase - all you need to do is add a password.What can I do when I have forgotten my password?
If you have forgotten your password, you can click on the button which says ‘forgotten password’ to follow the 'FORGOTTEN PASSWORD' instructions. You will then be sent an email which will enable you to create a new password.Is my personal information kept private?
All the information you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent. To register at L'Etablissement, we will need to know your name, mailing address and email address. To process credit card orders online we also require your billing address, shipping address, telephone number, credit card number and expiration date. This personal information is used to fulfil and deliver your orders and manage your account. See also our Privacy Policy.How do I change details on my account?
Once you have signed up, you'll be able to log into ‘my account’ anytime you want. This is where you go if you want to change your password, email address, delivery info and card details. If you haven't visited us in a while, it's worth checking ‘my account' to make sure all your details are up to date.PAYMENT AND SECURITY
What payment methods does L'Etablissement accept?
We accept Visa, Carte Blue, Master Card, American Express and IDEAL for Dutch customers.Will my payment be secure?
All credit card transactions are processed using Buckaroo, a secure online payment provider that encrypts your card details in a secure host environment.Why do you ask to provide new credit card details when I add a new address?
When you add a new address you have to re-enter your credit card details for security reasons. If we won’t, someone would have the possibility to guess your password and would try to make an order using your account. We hope you understand that this is a valuable precaution designed to protect your personal information.Why did the price of my order change when I entered my shipping address?
All prices shown on our website are displayed without shipping costs. Once you have entered your shipping address, our website is able to determine the correct unit price according to the destination you provide.How will I know you received my order & when will payment be deducted?
After you place your order, you will be sent an email confirming that it has been received. Your card will only be debited at the time of dispatch. In case any of the items you have ordered are not available, we will contact you by email and will only charge your card for the value of the items in stock.SHIPPING AND DELIVERY
What are the shipping rates?
You read our shipping and delivery details here.Does L'Etablissement ship to Post Office boxes?
No, we are unable to deliver to Post Office boxes.What packaging will my order be shipped in?
All orders are shipped in a box so that your order is protected during transit.Is my package insured?
All items are insured against theft and accidental damage whilst in transit from L'Etablissement to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. This signature is also evidence of fulfilment of your order by L'Etablissement and transfers the responsibility of your purchased goods to you as it would by signing for them yourself.Do I need to sign for my order?
Please note that you must sign the goods upon delivery. Therefore, please ensure someone will be available to sign for your order within the specified delivery times between 9.00 am and 5.30 pm on Monday to Friday.Can I change my shipping address after my order has been dispatched?
We are unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a shipping address where someone will be available to sign for your order within the specified delivery times between 9.00 am and 5.30 pm on Monday to Friday.Can I track my order?
Once your order has been shipped, you will receive an email confirmation of your shipping details including a tracking number, so you can track your order.I am purchasing from outside EU. What taxes do I have to pay?
Taxes and duties are calculated according to your shipping destination. Orders to countries outside the EU may be subject to VAT, import duties and | or taxes, which are levied once your package reaches your country. Any additional charges for customs clearance must be borne by you as we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so we recommend you to contact the local customs office for further information.My order has not arrived, what can I do?
You should receive your order within 5-7 days after your order has been made. Please note that it may sometimes take longer. For customers outside the EU complications may have occurred either with shipping or in the customs. Please contact us so we can find a solution.EXCHANGE AND RETURN
How do I return items?
We do our best to deliver a perfect product. Should the article nevertheless not meet your expectations, you can submit a return within 7 days after receipt of the order by emailing our customer service. If you for whatever reason do not wish to keep the product, you may return within fourteen (14) days of delivery for a full refund. The returned product must be in perfect condition. All goods will be inspected on return and any item in unsuitable condition will be sent back to you. The return is to be reported to L'Etablissement prior to shipping. You can do so on our website by emailing. We will provide you with a return number to be used. The address to be used can be found on our website and is also enclosed in every shipment you receive, together with clear and detailed return instructions. The costs of return shipping are for the client’s account. Please note that the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU). L'Etablissement will only pay the return shipping costs if the return is a result of our error.What do you mean with perfect condition?
Perfect condition means unwashed and unworn, with all the original packaging and garment tags still attached. New and unused means that there are no marks, no perfume scent on any item, any wear on the tags and no attempted reparations on a defect. Please read our Terms and Conditions for all details.Is it possible to return shoes?
You can also return shoes. Please note that shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with scratched soles may not be accepted, and may be sent back to the customer.Do I have to return my items in the original packaging?
Items should be returned in their original packaging to make sure they are protected in transit. Shoe boxes should also be protected as they are considered part of the product, and shoes that are returned without boxes or in damaged boxes may not be accepted and may be sent back to the customer.How long can I keep an item before I send it back?
If you want to return an item(s), you must request a return number within seven days of receiving your order by emailing our customer service. Items should be returned within 14 days of delivery. Please also note that return numbers requested later than seven days from receipt of an order will be granted at our discretion.Do I have to use FedEx to make my returns?
We strongly recommend that items be returned to us via FedEx to make sure they are protected and insured during transit. However, you may return the goods by any secure means. See our contact details for the address for all returns. We request that you contact us at info@letablissement.com in relation to such returns. Please note that we may not accept liability for goods that are not returned via FedEx .Can I exchange an item?
If you wish to make an exchange to another product, you will be charged for the difference by credit card. If the product is cheaper, the difference will be put back into the account stated on the return form as soon as possible. Please note that we are only able to offer (size) exchanges of non final sale items. If you wish to exchange your final sale item, we suggest that you return it for a store credit and purchase the new piece in the size you want.What happens if I return my item late?
Items should be returned within 14 days of delivery. Unfortunately we cannot accept returns outside these timeframes.How will I be refunded?
Refunds will be done via credit card or directly to your bank account (by paying with IDEAL) depending on the way you paid originally. In both cases after retention of the charged original shipping costs.I have been refunded the incorrect amount
We are very sorry if we made a mistake on your refund . Please contact our customer service who will try to sort it out for you as soon as possible. Please note we will usually refund you what you paid for the goods, but not the delivery charts expect in cases the entire order was faulty. That may affect the amount.How do you classify faulty goods?
We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging. If your item is faulty on receipt, please contact us within 24 hours of delivery to arrange for an exchange or refund. Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. If you would like to exchange a faulty item, we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items.CONTACT
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