FREQUENTLY ASKED QUESTIONS

To preserve your garment for as long as possible, we recommend prioritizing hand washing and air drying.

If you prefer machine washing:

→ Use a laundry bag,
→ Choose a delicate cycle at 30° maximum,
→ And air dry your items.

You will also find all our care advice directly on each product page, in the "Composition and Care" section.

We are sorry that your item is no longer available.

We produce in limited quantities with the goal of controlling our impact and avoiding overproduction or fabric waste. This means that some items may quickly sell out.

Restocks may occur throughout the season, depending on availability.

To be notified as soon as a size is back in stock, simply create an alert on the page of the desired item. You will receive an email notification as soon as the item is available again.

We are sorry that your part is defective. Our team will be happy to analyze the cause of this issue.

Please contact our customer service at the following address: contact@yade-paris.fr

We produce in limited quantities with the goal of controlling our impact and avoiding any overproduction or fabric waste.

If you see a restock date for a desired size, it means your product will arrive very soon at our warehouse and will be shipped from the date indicated on our website.

To know if a product is available for pre-order, simply check if the phrase “Pre-order - Shipping from …” appears below the “Add to cart” button.

You can also check your confirmation email to see if a pre-order date is mentioned in the order summary.

Cancel my order
Once your order is confirmed, it can no longer be canceled, as it is immediately sent to our warehouse for preparation.
However, if the package is returned to us, we will proceed with a full refund in accordance with the conditions defined in our refund policy.

Modify my order
Once your order is confirmed, it can no longer be modified, as it is immediately sent to our warehouse for preparation.
If you wish to return your order, we invite you to log in to our return portal.

Change my delivery address
Once your order is confirmed, it can no longer be changed, as it is immediately sent to our warehouse for preparation.

You have a 30-minute window after payment to choose the pickup point of your choice.

If you didn’t have time to select it, don’t worry: a default pickup point has been chosen for you, based on your home address.

You will find the exact address of your pickup point in your order preparation confirmation email, under the section "Pickup Point Address".

We offer you several payment methods for your online orders.

• American Express
• Apple Pay
• Bank card (Mastercard, Maestro, Visa)
• Bancontact
• PayPal
• Gift Card
• Credit in the form of a promotional code

Once your order is confirmed, it is no longer possible to add a promo code.

If you have trouble entering your promo code when placing your order, please do not hesitate to contact us at the following address: contact@yade-paris.fr.

Make sure to delight your loved one!

• Select the amount you wish to gift.
• The e-gift card will be sent to you by email, with a code to enter at the time of purchase.
• You can print it or forward it to the person of your choice.

Good to know:
The e-gift card can be used on multiple orders, across all our collections, and is valid for 1 year.

You can find all of our collections on our website.

To discover some of our collections in stores near you, check the addresses of our Yade boutique and our partner concept stores in the Where to find us section.

If you wish to visit one of our partner concept stores, I invite you to contact them beforehand to check the availability of the desired product.

• The preparation of your order usually takes 24 to 48 hours.

• The indicated delivery time starts only from the shipment of your order.

• For items on pre-order, the shipping date is indicated on the relevant product page.

You can check the status of your order at any time from your “My Account” area, under the “My Orders” section.

You will also receive an email at each stage of your order’s processing (confirmation, preparation, shipping, delivery).

The tracking link will be sent to you as soon as your order is shipped.

If you have trouble locating your order, contact us.

Were you unable to pick up your order or were you notified by email that it was returned to our warehouse?

No worries, we will find a solution!

Please contact us by email at contact@yade-paris.fr, mentioning your last name and first name as well as your order number found at the top of your confirmation email, so that we can proceed with reshipping your order.

We carefully select our carriers; however, accidents can happen, and the package may be delayed or declared lost. We understand that this incident is not your responsibility.

To better understand the situation and to liaise with the carrier, we invite you to contact us by email at contact@yade-paris.fr, mentioning your first and last name as well as your order number found at the top of your confirmation email.

Wrong part received
If the part you received does not match your order, please contact us with the following:

• Your order number
• Photos of the part received
• Photos of the label attached to the part
• Photos of the label stuck on the package

Missing part
If a part is missing from your package, please write to us specifying:

• The name of the missing part
• Your order number
• A photo of the label stuck on the package

Return Policy
You have a period of 14 days after receiving your order to return your items to us via our return portal.

• Items must be returned unworn, unwashed, in their original intact packaging, with the product tag still attached

For Menstrual Panties: the packaging must be intact
For Tights: the packaging must be strictly unopened

• Purchases made in our concept stores or partner boutiques must be returned directly to those same points of sale. Please contact the relevant store for more information.
  
  
• Purchases made online can be returned free of charge to our store located at 60 rue Vieille du Temple 75003 Paris (limited to one return per order)
  
  
• Purchases made in-store cannot be exchanged via our return portal.
  
  
  You will be able to choose between:

Products from the "Braderie" or "Archives" collections cannot be exchanged. Only a refund or store credit can be issued. Please note that for store credits, return shipping costs are covered.

Returns must be made exclusively through our returns platform.

For returns from France or Belgium:

→ A prepaid label will be provided, and its cost will be deducted from the refund. Return shipping is free in case of store credit.

For returns from any other country:

→ The customer must provide their own return label.

If the customer wishes to change the size, they must request a refund or store credit and then place a new order for the desired product.

Refunds are processed within 14 business days from the date the return is processed by our warehouse.

If any issues are found with the returned product (worn, damaged, incomplete, stained, etc.), reconditioning fees may be deducted from the refunded amount.

Exchange Policy
You have a period of 14 days after receiving your order to return your items to us via our return portal.

• In France and Belgium: return shipping costs are free, and the costs of the new order are the customer's responsibility.
  
  
• If you reside in a country other than those mentioned above, you cannot benefit from our exchange policy, only a store credit.
  
  
• Items must be returned unworn, unwashed, in their original intact packaging, with the product tag still attached.

For Menstrual Panties: the packaging must be intact.

For Tights: the packaging must be strictly unopened.

• Purchases made in our concept stores or partner boutiques must be returned directly to those same points of sale. Please contact the relevant store for more information.

• Online purchases can be exchanged free of charge in our store located at 60 rue Vieille du Temple 75003 Paris (limited to one return per order).

• Purchases made in-store cannot be exchanged via our return portal.

If these conditions are not met, a deduction may be applied to the refund amount depending on the issue found.

Once your return package is received by our warehouse and after verifying compliance with the return conditions, you will receive a confirmation email.

The refund will then be processed within a maximum of 14 business days, depending on the payment method used for your order:

• Payment by credit card: the refund will be made to the card used for the purchase. It may appear on your account within 4 business days after processing.
• Payment by gift card or store credit: the refund will be issued as store credit, sent directly by email.
• Mixed payment (card + store credit / gift card):

The portion paid by credit card will be refunded to the card used (visible within 4 business days after processing).
The remainder will be refunded as store credit, sent directly by email.

If the payment method is no longer available, the refund will be issued as a voucher.

Purchases made online can be returned for free in-store at: 60 rue Vieille du Temple, 75003 Paris (Limited to one exchange per order)

Once a credit note has been chosen, it becomes a payment method and can no longer be refunded.

However, it can still be used in one or multiple transactions, with no time limit, across our entire website as well as in our physical Yade store.

It is not possible to combine two separate return orders into one, due to logistics and traceability reasons.

For each return request, it must go through our return portal. Each order must be associated with one package.

Several situations can explain the issue encountered.

Please identify the message displayed on the portal:

At Yade, we offer a loyalty program to reward our customers throughout their purchases, because they deserve it.

It consists of 4 tiers. Once a tier is reached, you receive your benefit by email.

If you no longer find this email or if you want to know more, we will be happy to answer all your questions at the following address: contact@yade-paris.fr