FAQ

You can consult our “Size Guide” , accessible directly on each product page by clicking on “Size Guide” .

To find out if an item runs large or small, refer to our size suggestions located just below the “Add to cart” button, in the “Our size advice” section.

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

If you prefer machine washing:

→ Use a laundry bag ,
→ Opt for a delicate cycle at a maximum of 30°C .
→ And let your items air dry.

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

We are sorry that your part is no longer available.

We produce in limited quantities, aiming to control our impact and avoid overproduction or fabric waste. This means that some items may sell out quickly.

However, restocking 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 problem.

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

Once your order is validated, you will receive a confirmation email containing your order number and a summary of your shopping cart.

You can also find all the details in your “ My Account” area, under “ My Orders” .

If you do not receive the email within an hour, remember to check your spam folder , it can sometimes end up there.

If needed, our team is available to check the status of your order with you.

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 for a desired size, this 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 on 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 has been validated, it is no longer possible to cancel it, as it is immediately sent to our warehouse to be prepared.
However, if the package is returned to us, we will proceed with a full refund in accordance with the conditions set out in our refund policy.

Modify my order
Once your order has been validated, it is no longer possible to modify it, as it is immediately sent to our warehouse to be prepared.
However, if you wish to return your order, we invite you to log in to our returns portal.

Change my delivery address
Once your order has been validated, it is no longer possible to change the delivery address, as it is immediately sent to our warehouse for preparation.

You have 30 minutes after payment to choose your preferred collection point.

If you did not have time to select it, don't worry: a default collection point has been chosen for you, based on your home address.

You will find the exact address of your collection point in your order preparation confirmation email, in the section " Collection point address ".

We offer several payment methods for your online orders.

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

Once your order has been validated, it is no longer possible to add a promo code .

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

Be 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 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 store near you, consult 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 beforehand to check the availability of the desired product.

Depending on your location, delivery fees and times, as well as free delivery conditions and thresholds, may vary.

Please note that for deliveries outside mainland France, customs or import duties may be applied upon receipt of the package. These charges are the responsibility of the customer and are not included in the order total.

Furthermore, during periods of high demand, our delivery times may be extended.

Finally, in the case of pre-orders, delivery times start from the scheduled shipping date, indicated on the product page of the item.

You can view all the country-by-country information right here:

• Preparing your order usually takes 24 to 48 hours .
• The stated delivery time only begins from the date your order is shipped.
• For pre-ordered items, 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 processing (confirmation, preparation, shipping, delivery).

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

If you are having trouble locating your order, please contact us .

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

Don't worry, we'll find a solution!

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, so that we can proceed with the reshipment of your order.

We carefully select our carriers; however, accidents can happen, and packages may be delayed or declared lost. We understand that this is beyond your control.

To better 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.

Error in part received
If the item received does not match your order, please contact us and include:

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

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

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

Return policy
You have 30 days after receiving your order to return your items via our returns portal.

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

For period 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 stores. Please contact the store in question 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 returns portal.
  
  
  You will be able to choose between:

Exchange policy
You have 30 days after receiving your order to return your items via our returns portal.

• In France and Belgium: return shipping is free
  
  
• In Germany, Italy and Spain: return shipping costs are your responsibility.
  
  
• 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, undamaged packaging, with the product tag still attached.

For period 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 stores. Please contact the store in question for more information.

• Purchases made online can be exchanged free of charge in our store located at 60 rue Vieille du Temple 75003 Paris (limited to one exchange per order)

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

Failure to comply with these conditions may result in a deduction being applied to the amount of the refund, depending on the anomaly found.

Once your return package has been received by our warehouse, and after verification that the return conditions have been met, you will receive a confirmation email .

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

• Payment by bank card : the refund will be issued 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 note : the refund will be made in the form of a credit note , sent directly by email.

• Mixed payment (card + credit note / gift card) :

The portion paid by bank card will be refunded to the card used (visible within 4 working days after processing).
The remainder will be refunded in the form of a credit note, sent directly by email.

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

Purchases made online can be returned free of charge to the 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 means of payment and therefore can no longer be refunded.

However, it remains usable once or several times, without time limit, on our entire website as well as in our physical Yade store.

It is not possible to combine two separate order returns into one, for logistical and traceability reasons.

Each return request must be submitted through our returns portal. An order must be shipped in a package .

Several situations could explain the problem 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 can no longer find this 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