FAQs

You have 3 options:

1: Find our sizing advice on the presentation page of each item of clothing (in the "Size Guide" section)2

2: Measure a piece of clothing that fits you well (using a tape measure) and compare the measurements with those in the Size Guide table available on each presentation page. To ensure accurate measurements, you can also watch our video guide, available in the Size Guide section.

3: Contact us directly via:
Customer Service
Instagram and Messenger
Discord

Over the years, we’ve discovered rare fibers, renowned spinning mills, and workshops rich in craftsmanship—places uniquely capable of creating the clothes we envision.

Our materials are sourced from Japan, Italy, France, Switzerland, Germany, the UK, and the USA, while all our garments are crafted within the European Union (Portugal, the UK, Romania, France, Italy, and more).

You can create an email alert directly from the page of the clothing item you’re dreaming of.

We’ll send you an early alert when the item is restocked.

On each product page, you'll find a "Care" section where we provide all our expert advice. Still have questions? Feel free to reach out to us.

You can have your pieces altered at one of our stores or by a skilled tailor.

Read all our advices on alterations

Matthias, our Community Manager, is here to assist you on:

Discord
Instagram and Messenger
via email
You can also check out all our media or visit us in-store for a personalized appointment.

• Do you offer gift cards?

We offer e-gift cards in the amounts of €50/€100/€150/€200/€300/€500.
Gift cards are currently only available in Euros.

• How to order a gift card?

To order an e-gift card, you’ll need to:
1/ Add the gift card to your cart by choosing from the available amounts. You can then choose between:
- Sending the gift card directly to your email address
- Sending the gift card via email to the recipient on the date of your choice, or as a printable version by clicking “Gift the card.”

2/ Once the payment is completed, your order will be confirmed and your virtual gift card will be sent according to the selected delivery method.

• What are the terms related to the gift card?

Gift cards are only virtual (no physical version). They are non-exchangeable and non-refundable.
They can be used on our e-shop and in stores, and in multiple transactions. They are valid for 1 year.

The activation code is included in the email containing the gift card, sent directly after purchase to the buyer or the recipient based on the selection made during the order process. If you can’t find the email, write to us at client@bonnegueule.fr or via our contact form, providing the buyer’s last name and the card’s value.

• How can I use my gift card?

To use your gift card online:
- Step 1: Copy the code
- Step 2: Add your item to your cart
- Step 3: Paste the code into the "Discount code or gift card" section and click “Apply”
- Step 4: Confirm your cart and proceed to the shipping and payment selection steps
Your gift card can be combined with other discount coupons or your loyalty program coupons.

For accounting and technical reasons, it is not possible to apply a gift card after an order has been confirmed.

If you forgot to apply your gift card to your order, feel free to contact us to request an exceptional extension of the validity period.

In case of a return of your order, the gift card will be automatically reactivated upon refund.

To use your gift card in-store:

Provide the gift card code in-store, or display the QR code indicated in the email or downloaded to your Apple Wallet, if applicable.

Click on "Forgot Password" on the customer account login page and enter your email. You'll receive an email with a link to create a new password. If you'd like to change your password, go to the "My Personal Information" section in your customer account.

Your privacy is our priority. You can review our personal data protection policy (GDPR) here.

To request the deletion of your account and your data, write to us at rgpd@bonnegueule.fr. Do not hesitate to tell us the reasons for this choice, because we are always very attentive to your experience and the security of our customers' personal data.

Your invoice will be sent to you by email when your order is confirmed.

If you would like to merge two customer accounts, simply contact us.

To receive our advice newsletter (once a week) and stay updated on our latest releases, simply sign up in the designated field at the bottom of the website page or through the welcome pop-up when you first visit our site.

• How does it work?

Our loyalty program works on a points system, which you can earn in various ways with your customer account:
- By creating an account
- With every purchase: €1 = 1 point
- By leaving a review on our products
- By following us on social media: Instagram and TikTok
- By entering your birthday to earn points on your special day
You can find more information about our loyalty program via this link.

• How do I use my points?

200 points equal €10.
You can redeem your points for a discount directly in your cart.
When you add an item to your cart, the number of available points will be displayed on the payment page: if your point balance is sufficient, you can directly apply the coupon to your order.

The coupon value will automatically be deducted from your cart.

There are three different coupon options:

- €10 for 200 points
- €15 for 300 points
- €20 for 400 points

• How do I know how many points I have?

You can check your points in the "Loyalty Program" section of your customer account.

• Can I combine my loyalty coupon with another discount coupon on an order?

Your loyalty coupon cannot be combined with another discount coupon. However, you can combine a store credit (received after a return) with a loyalty coupon.

• Will I lose my loyalty coupon if I return my order?

If you used a loyalty coupon on your order and return the entire order, your points balance will be updated in the points summary in your account.

Oops, this might be a technical issue!

First, try clearing your browser's cache and cookies (Chrome/Safari/Firefox), refresh the page, and attempt your order again.

If the problem persists, please contact us with a detailed description of the issue (including the device and browser you're using), and if possible, attach a screenshot.

If you’ve placed multiple orders within the same hour or day, unfortunately, we cannot combine them. Our logistics platform operates on a streamlined system to ensure fast delivery. As a result, each order will be shipped separately, with its own tracking number.

Once your order is confirmed, it cannot be modified before shipping. Our logistics platform operates on a fast-paced system to ensure quick delivery.

However, if you wish to cancel your order, please email us at client@bonnegueule.fr (on business days) or contact us directly at +33 9 78 46 86 28.

If cancellation is possible, you will receive a confirmation via email (on business days).

If cancellation is not possible, you can return the package once it arrives by submitting a return request on our site. You will then be able to generate a prepaid return label in your name (returns are free within France).

You’ll be refunded within 3 business days after we process your return, and you can place your order again!

To request a change of address, please contact us as soon as possible at client@bonnegueule.fr or call us directly at +33 09 78 46 86 28.

We will do our best to accommodate your request based on the status of your order with our logistics team.

Your discount coupon will be sent by email to the address associated with your customer account. If you can't find it or haven't received it, feel free to contact us,and we will resend it to you.

To use it:

Step 1: Copy the code
Step 2: Add your item to your cart
Step 3: Select "Apply your discount coupon"
Step 4: Paste the code (without any trailing spaces) and click "Apply"

The value of your coupon will be automatically deducted from your cart. Please note that discount coupons are not cumulative and can only be used once.

In case you return your order, your coupon will not be reactivated.

For accounting and technical reasons, it is not possible to apply a discount coupon once the order has been confirmed.

However, feel free to contact us to request an exceptional extension of your coupon’s validity.

We do not offer gift wrapping at the moment, but we are working on the best option to provide you with beautiful and eco-friendly packaging.

You can pay for your order using Visa, Mastercard, and American Express (via our provider Adyen), as well as PayPal and Apple Pay.

For Belgium, we also accept Bancontact.

You can pay for your order in 3 or 4 installments.

This payment option is available both online and in-store, thanks to our payment partner Alma. Please note, payment in 3 or 4 installments is only available for France, Belgium, Spain, Germany, Italy, Austria, Ireland, Luxembourg, and the Netherlands on our e-shop.

A fee of 1.29% is applied at the time of payment (on the first installment) for 3-installment payments, and 1.95% for 4-installment payments.

The minimum order amount must be €100, with a maximum of €2000 per order.

Payment schedule for 3 installments (divided into 4 for 4-installment payments):
- One-third is paid at the time of the order
- The second installment is automatically taken 30 days later
- The final installment is automatically taken 60 days later
You will receive your payment schedule via email once the order is placed.

This is a secure service (no banking information is stored on our servers), and all of our usual guarantees apply (customer service, delivery, returns, etc.).

Please note: It is not possible to purchase a gift card with payment in 3 or 4 installments.

Transactions are encrypted and secured using the highest security standards (SSL data encryption certificate). Our entire site operates under the HTTPS protocol.

No banking data is stored on our servers. All payment information is handled by our trusted service providers: Adyen, Alma, and PayPal.

If you provide an address outside the European Union, you will automatically be exempt from VAT.

However, your order may be subject to additional taxes and customs duties upon arrival.

For purchases made in-store: simply ask us for a tax refund form.

We invite you to try again using another payment method or the 3X or 4X installment option if the limit has been exceeded.

If it still doesn’t work, please clear your browser’s cache and cookies (Chrome/Safari/Firefox), then refresh the page and try again.

As a final option, you may want to contact your bank.
As a last resort: contact your bank.

Prices are displayed based on the currency associated with your geographical area. This zone is selected by default according to your browser and can be changed in the main menu at the top left.

If a delivery address is entered in a country different from the preselected geographical area, your cart will automatically be updated to reflect the currency of the delivery country when you proceed to payment.

Colissimo (Home/Work, Post Office, Relay Point/Locker):

Cost: Standard Colissimo delivery is free for orders over €200 (otherwise, €5).
Delivery time: 2 to 3 working days after shipment.
Note: Orders placed over the weekend are shipped on Monday. During new product launches, please allow an additional day for preparation.

Mondial Relay:

Cost: Free delivery for orders over €200 (otherwise, €3).
Delivery time: 3 to 5 working days after shipment.
Note: Orders placed over the weekend are shipped on Monday. During new collection launches, please allow an additional day for preparation.

TNT Express (24h):
Cost: €9
Delivery time: If you place your order before 11:30 AM, you will receive your package the next day.
Orders placed after 11:30 AM on Friday will be shipped on Monday afternoon, as will weekend orders.
Ship from Store:

In line with our omnichannel approach, we have introduced a new delivery system.
If an item is no longer available in our logistics stock, your order will automatically be transferred to a store where it is available. The store will then ship your package.
With this shipping method, the preparation time may be extended, but it ensures that you receive your complete order. Once your order is shipped, you will be notified by email.

This also applies to orders placed with the in-store pickup option. If the item is unavailable at the selected store, it will be transferred from our logistics stock or another store, which may extend the preparation time.

If an item happens to be out of stock at the time your order is processed, you will be notified, and the item will be removed from your order. The refund will be issued via the payment method used during purchase.

Delivery method: Delivery is carried out via Colissimo.

Cost:

- Guadeloupe, French Guiana, Martinique, Mayotte, Réunion, Saint-Martin, Saint-Pierre-et-Miquelon, Saint-Barthélemy: €15
- French Southern Territories, French Polynesia, New Caledonia: €25

Delivery time:
5 to 7 working days after shipment. Note: Orders placed over the weekend are shipped on the following Monday.

During new product launches, please allow an additional day for preparation.

Tracking:
Once your order has been shipped, you will receive an email with your tracking number. Don't forget to enter your phone number in your customer area (under the "My Addresses" section).

• European Union:

Delivery via Colissimo to your home
or a relay point, then through the local postal service.

Cost: Free for orders over €200

Delivery time: 3 to 8 working days (depending on the destination)

Delivery via Mondial Relay is available in Belgium, Spain, Austria, Germany, the Netherlands, and Portugal.
Cost: Free for orders over €200
Delivery time: 3 to 5 working days (depending on the destination)

• Switzerland:

Delivery via Colissimo International, then through the local postal service.
Cost: €15 for any order
Delivery time: 3 to 8 working days
Note: Taxes and customs duties may apply and are your responsibility upon delivery. Your order total does not
include these taxes and duties.

• United Kingdom:

Delivery DDP via DHL
Cost: €15 for any order
Delivery time: 3 to 8 working days

• Non-EU Countries:

Delivery via Colissimo International, then through the local postal service.
Cost: €30 for any order
Delivery time: Approximately one working week (depending on the destination)
Note: Taxes and customs duties may apply and are your responsibility upon delivery. Your order total does not
include these taxes and duties.

Once your order has been shipped, you will receive an email with your tracking number. You can also find the tracking number in the "My Orders" section of your customer account.

We operate on a tight schedule to ensure fast delivery, so unfortunately, it’s not possible to select the shipping date for your order.

This service is available to you, regardless of the amount of your purchase.
Please note, "boutique exclusive" products are not eligible for in-store pick-up.

To place an order for in-store collection, simply select your preferred store during checkout (payment is made online with the usual payment options).

Once your order is placed, it will be prepared within 24 to 48 business hours, provided the item is available in the selected store's stock.
If the item is not available in that store, another store with stock will ship it to your chosen location. In this case, the preparation time may be slightly longer, but it ensures you get the item.

You can pick up your order during our store's opening hours, and you’ll have 15 days to collect it with a valid ID.

Returns for in-store collection orders must be made in-store, and you have 30 days to return the item.

Note: Orders placed for in-store collection cannot be shipped.

If you think you won’t be present during delivery and the package won’t fit in your mailbox, a delivery notice will be left by the postal carrier, allowing you to collect your package from the nearest post office or relay point.

Important: Make sure to bring the delivery notice and a form of ID to the post office to collect your package.

If you chose TNT express delivery, our carrier will be unable to deliver your package if no one is present. Express delivery is carried out during the day and requires a signature. Someone must be at home at the time of delivery.

In case of absence, our carrier will drop your package at a relay point (or arrange a second delivery if not available) and notify you by phone, email, or SMS.

Important: When picking up from a relay point, please bring the delivery notice and a valid ID to collect your package.

Returns are free from mainland France and Belgium.

• If you have a customer account:

- Log in to your customer account and go to the "My Orders" section.
- Click on "Request a return" for the relevant order.
- Select the items to return and indicate a reason.
- Select the Mondial Relay return option for France and Belgium and print your prepaid return label.
- Ensure your item is in perfect condition (unworn, unwashed, unaltered) with its label still attached and in its original packaging.

• If you placed your order as a guest:

At the bottom of the website, select "Order" and then "Request a return."
Enter your order number and email address.

Return conditions:

You have 30 days after receiving your order to request a return. The clothing must be unworn, unwashed, unaltered, with its label attached, and returned in its original packaging.

Return tracking:

You can find the return tracking number in the "My Orders" section of your customer account.
You can track your return on the carrier’s website by entering the tracking number.

Return processing time:

2 to 3 working days after receiving your items.
The status of your order will be updated to "Refunded" once the return is processed.

Refund time:

Refunds will be issued within 2 working days, directly to the payment method used for the order.

• Would you like an exchange?

To change the size, color, or exchange for another item, follow the same process. You will be refunded, and you can place a new order.

The processing time for a return is 2 to 3 working days after we receive your return package.

You can find the tracking number for your return package in the "My Returns" section of your customer account.

You can track the delivery of your return package on the carrier's website by entering the tracking number.

After the return is processed, the refund will be credited to your bank account within 48 to 72 working hours, or immediately to PayPal.

Union Européenne, Suisse et Royaume-Uni :

Le retour est à la charge du client.

1. Connectez-vous sur votre compte client et allez dans la rubrique "Mes commandes" de votre compte client.  
2. Cliquez sur "Demander un retour" dans la commande concernée.
3. Sélectionnez les vêtements à retourner en indiquant un motif. 
4. Sélectionnez un transporteur et éditez votre étiquette de retour.
5. Vérifiez que votre vêtement est en parfait état (non porté/ non lavé et non retouché) avec son étiquette et dans son blister. 

Les frais de retour seront ensuite déduits du montant du remboursement.

Pays hors Union Européenne:

Le retour est à la charge du client.

1. Connectez-vous sur votre compte client et allez dans la rubrique "Mes commandes" de votre compte client.  
2. Cliquez sur "Demander un retour" dans la commande concernée.
3. Sélectionnez les vêtements à retourner en indiquant un motif. 
4. Retrouvez l'adresse de notre partenaire logistique pour le renvoi de votre commande :
   L4 LOGISTICS
   Quai 75
   42/44 Rue Hélène Boucher
   91180 Saint-Germain-Lès-Arpajon FRANCE
5. Vérifiez que votre vêtement est en parfait état (non porté/ non lavé et non retouché) avec son étiquette et dans son blister. 

 Délai de traitement : 

2 jours ouvrés après la réception de votre colis. 

Délai de remboursement : 

48 à 72h ouvrées, une fois le traitement de votre retour terminé. 

Vous voulez un échange ? 

Pour changer de taille ou de couleur, suivez la même procédure. 

You can return clothing purchased online directly to the store.
Once processed, the refund will be credited to your bank account within 2 working days.

Our team of advisors is always available to assist you in finding the right size.

Our clothes are the result of craftsmanship, often made by hand and with natural materials. As a result, you may sometimes notice slight variations between garments (such as the shade of natural indigo, differences in leather tanning, or fabric irregularities).

However, if your item has a defect, please return it using the free return label and select the appropriate reason when requesting a return in your customer account. If you're unsure, feel free to contact our Customer Service team for assistance. :)

Don't forget to include your order number and attach photos, so we can assess the defect, provide you with a precise response, and continue improving our products.

If your purchase was made in-store, we invite you to visit the store to present your item.

Any clothing purchased in-store must be exchanged or refunded in-store. You can visit any of our locations for this service.

For a refund, it is essential to bring the bank card used for the original payment.

If your order was paid in 3 or 4 installments, your payment schedule will be adjusted based on the value of the items returned.
For a full return of your order, any processing fees incurred during payment will also be refunded.

To return your items, the process is the same as for a standard order return. You can make your return either online or at the Bonnegueule store of your choice.

• How can I log into my account?

For privacy reasons, we were unable to transfer the password associated with your customer account during the site migration. To log into your account, you should have received an email to reset your password. Once you reset it, you will be able to reconnect to your account and access your order history.

If you haven't received the email, it might be in your spam folder. Otherwise, feel free to contact our Customer Service.

• How can I view my invoices?

Your invoices are no longer accessible from your customer account. For your future purchases, they will be sent to you by email.
If you would like to retrieve an invoice for an order placed before September 11, 2024, don't hesitate to contact us.

Your order history is available in the "My Orders" section of your customer account. For now, we have been able to recover your history up until June 2024.
As for your order history from July, August, and early September 2024, it will be visible in your account by December 2024.

• Our new loyalty program

With the launch of our new website, we have also updated our loyalty program. It now works on a points system, which you can earn in various ways through your customer account:
- By creating an account
- With each purchase: €1 = 1 point
- By leaving a review on our products
- By following us on social media: Instagram and TikTok
- By entering your birthday to earn points on your special day
The number of points you've accumulated is visible in the "Loyalty Program" section of your customer account. We have retained your history from July 2023 onwards.

You can find more information about our loyalty program via this link.

• My store credits

Our new site no longer supports refunds in the form of store credits. If you have a valid store credit, it has been converted into a gift card code, which can also be used on our e-shop and in-store. To retrieve your code, don't hesitate to contact us.

• My discount coupons

Your discount coupons are now single-use and can only be applied once. In case of a return, your coupon will not be reactivated after the refund.