FAQ

To preserve your item 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 dry your items air dry.

You will also find all our maintenance tips 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 managing our impact and avoiding overproduction or fabric waste. This means that some items may quickly sell out.

Restocks may, however, occur throughout the season, depending on availability.

To be notified as soon as a size comes 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 origin of this issue.

We invite you to contact our customer service at the following address: contact@yade-paris.fr

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

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

To find out if a product is available for pre-order, simply check if the mention“Pre-order - Shipping from …”appears under the “Add to cart” button.

You can also check your confirmation email and 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 terms 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 modified, as it is immediately sent to our warehouse for preparation.

You have a period of 30 minutes after payment to choose your preferred pickup point.

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
• Credit 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 encounter difficulties entering your promo code when placing your order, please feel free to contact us at the following address: contact@yade-paris.fr.

Make sure to please your loved one!

• Select the amount you wish to give.
• 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 transfer 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 the entirety of our collections on our website.

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

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

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

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

• For items on preorder, 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, in the “My Orders” section.

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

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

If you have difficulty locating your order, contact us.

Were you unable to retrieve your order or were you notified by email that it has been returned to our warehouse?

Don't worry, we will find a solution!

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

We carefully select our carriers; however, it may happen that an accident occurs and the package is delayed or declared lost. We obviously understand that this incident is not your fault.

In order to best understand the situation and to get in touch 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.

Received Part Error
If the part received does not match your order, please contact us by including:

• Your order number
• Photos of the received part
• 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 via our return portal.

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

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

• Purchases made in our concept stores or partner shops must be returned directly to those same points of sale. Please contact the relevant store for more information.
  
  
• Online purchases can be returned for free at 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 a store credit can be issued. Please note that for store credits, return shipping is free.

Returns must be made exclusively through our return platform.

In case of returns from France, Belgium, Italy, Luxembourg, Spain, or Germany:

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

In case of returns from any other country:

→ The customer must provide their own return label.

If the customer wishes to change sizes, 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.

In case of any issues 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 is free
  
  
• In Germany, Italy, and Spain: return shipping is at your expense
  
  
• If you reside in a country other than those mentioned above, you cannot benefit from our exchange policy.
  
  
• Items must be returned unworn, unwashed, in their original packaging intact, with the product tag still attached

For Menstrual Underwear: the packaging must be intact

For Tights: the packaging must be strictly unopened

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

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

• In-store purchases cannot be exchanged via our return portal.

In case of non-compliance with these conditions, a deduction may be applied to the refund amount, depending on the observed anomaly.

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

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

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

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

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

Once a choice has been made, it becomes a payment method and can no longer be refunded.

However, it remains usable in one or multiple transactions, with no time limit, across our entire website as well as in our physical store Yade.

It is not possible to combine two separate return requests into one, for reasons of logistics and traceability.

For each return request, it must go through our return portal. An order must be the subject of one package.

Several situations may explain the encountered problem.

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 will receive your benefit by email.

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