- How to place an order on la fiancée's e-shop ?
- When will my order be delivered ?
- Is it possible to change my order after validation ?
- My order is confirmed but i haven't received a confirmation email.
- How do i use a promotional code ?
- What are the payment methods on the e-shop ?
- How is the payment secured ?
- What can i do if the payment for my order is declined ?
- Can i contact customer services on the e-shop concerning a store purchase ?
- E-gift card
- Delivery disruptions in departments 33 and 40
- What are the delivery methods, prices and delivery times ?
- Who are the resellers of la fiancée from whom i can receive my order?
- Which zones to you deliver to ?
- How can i track my parcel ?
- Can i change my delivery address ?
- What happens if i am away at the time of home delivery ?
- How long before i can collect my parcel at a relay point ?
- How do i get my click & collect parcel ?
- My parcel has been dropped off at a different pickup point, is that normal?
- How do i return my parcel ?
- Is it possible to return my item to a sales outlet or la fiancée store ?
- How much does it cost to return goods ?
- What should i do if my item is defective or not the one which i ordered ?
- How can i track the return of my parcel ?
- How will i be refunded?
- How long will it take to receive my refund after returning an item?
- Can i return an item that has already been exchanged?
- How can i know if my return has been received?
- An item is out of stock on the e-shop, what can i do?
- Does the the "find in store" request a payment?
- How can i track the availability of an item ?
- What happens if i want to try on an item in a la fiancée store?
- What happens if i want to order the item available in the la fiancée store?
- How do i create my account ?
- How do i work out which size i need ?
- I have a la fiancée loyalty card, can i use it online ?
- How do i subscribe to the la fiancée newsletter ?
- How do i unsubscribe from the la fiancée newsletter ?
- You have forgotten your password or you want to change it, how is this done ?
- How do i change or delete personal information in my account ?
- How the sponsorship program works?
- Exceptional customer service hours
- By email ?
- By live chat ?
FAQ
Order
Delivery
Return & refund
Store E-reservation
Customer account
Contact
How to place an order on La Fiancée's e-shop ?
When will my order be delivered ?
All items sold on our website are available in stock and ready to be sent. Orders placed before 11:30 (Monday to Friday inclusive) are usually shipped on the same day and orders placed during the afternoon and evening will be shipped the next business day (excluding holidays). During the holiday season or during sales, shipment may be slightly later. As soon as your package is shipped from our warehouses, an e-mail will be sent to you with a link that will enable you to track your delivery. Your parcel number will also appear on your "my account" page.
Is it possible to change my order after validation ?
My order is confirmed but I haven't received a confirmation email.
How do I use a promotional code ?
What are the payment methods on the e-shop ?
You can pay for your order in several ways:
1. By credit card via our secure payment solution HiPay (Credit Card, Visa, Mastercard and American Express).
2. Via PayPal
3. By gift card
4. By bank transfer : In this case, La Fiancée du Mékong’s bank details will be provided in the order confirmation email. You will have 7 days to complete your bank transfer. After this period, your order will be automatically cancelled.
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PLEASE NOTE – IN CASE OF PAYMENT BY BANK TRANSFER:
Your order will be placed on hold until your payment has been received.
Items in your order are not reserved during this period and remain available for purchase. Your order will be processed and prepared once payment has been received, subject to product availability at that time.
In the event of a refund, it will be issued exclusively by bank transfer to the bank account used for the original payment. Refunds are processed according to a bi-monthly schedule, with two refund processing periods per month.
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How is the payment secured ?
What can I do if the payment for my order is declined ?
Can I contact customer services on the e-shop concerning a store purchase ?
E-gift card
With a minimum amount of €10, an E-gift card is valid for 1 year from its purchase on the site, usable in one or more times on the site. This E-gift card is sent by email upon validation of the purchase of the gift card on the site.
If you have received an E-gift card, you can use it on the site by entering the code present on the card in the "Order" page at the payment method level by clicking on "I have a gift card".
If you have received a Store gift card, or if you wish to purchase one to use on La Fiancée's stores, we invite you to contact the store directly.
According to article 256 ter of the general tax code, the initial sale of a multiple-use voucher (gift card) is not subject to VAT.
DELIVERY DISRUPTIONS IN DEPARTMENTS 33 AND 40
Dear customers,
Due to the wildfires in Aquitaine, our services in the region are currently disrupted. For home deliveries and pick-up point deliveries, our transport partners are currently unable to deliver parcels.
The affected departments are: 33 & 40.
We sincerely apologize for any inconvenience caused and thank you for your understanding.
What are the delivery methods, prices and delivery times ?
You will find below the different delivery methods available on lafiancee-shop.fr :
Please note that during private sales or seasonal sales, shipping and delivery times may be slightly longer.
1/ Chronopost Point Relais
Collection of your order from a Chronopost point - You can collect your parcel within 7 calendar days of the delivery date:
- Metropolitan France (excluding Corsica) : Delivery 1 to 2 working days: €4.90 - FREE for orders over €120
- Belgium / Germany / Netherlands / Luxembourg / Spain and Portugal: Delivery 2 to 4 working days: 6.90 € - FREE for orders over 200€.
- Italy: Delivery 2 to 4 working days: €8.90 - FREE for orders over €200
- Croatia, Estonia, Hungary, Lithuania, Poland, Slovakia, Slovenia, Czech Republic: Delivery 2 to 4 working days: €9.90 - FREE for orders over €200
2/ So Colissimo home delivery :
- Metropolitan France and Monaco: Delivery without signature to your home / Delivery: 2 to 5 working days: €5.90 - FREE for orders over €150
- Overseas (Guadeloupe, Saint barth et Saint martin, Martinique, Guyane, Saint pierre et Miquelon, La réunion, Mayotte, New Caledonia, French Polynesia, Walis et futuna, Southern and Antarctic Territories) : Delivery without signature to your home / Delivery: 5 to 7 working days: €18 - FREE for orders over €250
- International (Canada and United States) Delivery with signature to your home address / Delivery: 4 to 10 working days: 25€ - FREE for orders over 250€.
2/ Chronopost home delivery :
- Belgium / Germany / Netherlands / Luxembourg: Delivery with signature to your home address / Delivery: 3 to 6 working days: €8.90 - FREE for orders over €200
- Austria, Denmark, Spain, Finland, Greece, Ireland, Italy, Lichtenstein, Norway, Portugal, Sweden: Delivery with signature to your home address / Delivery 3 to 6 working days: 11.90 € - FREE for orders over 200€ in value
- United Kingdom: Delivery with signature to your home address / Delivery 3 to 6 working days: €11.90 + €4 customs duty - FREE for orders over €200
- Switzerland: Delivery with signature to your home address / Delivery in 3 to 6 working days: €11.90 + €20 customs duty - FREE for orders over €200
Who are the resellers of La Fiancée from whom I can receive my order?
Which zones to you deliver to ?
Germany
Austria
Belgium
Canada
Croatia
Denmark
Spain
Estonia
Finland
Metropolitan France
Greece
Guadeloupe
French Guiana
Hungary
Ireland
Italy
Reunion Island
Lichtenstein
Lithuania
Luxembourg
Martinique
Mayotte
Monaco
Norway
New Caledonia
Netherlands
Poland
French Polynesia
Portugal
Czech Republic
United Kingdom
Saint Barth and Saint Martin
Saint Pierre and Miquelon
Slovakia
Slovenia
Sweden
Switzerland
Southern and Antarctic Territories
Wallis and Futuna
How can I track my parcel ?
Colissimo : ici
Chronopost : ici
Can I change my delivery address ?
What happens if I am away at the time of home delivery ?
For CHRONOPOST home deliveries, if the recipient is absent, the parcel will be held for 14 days at the post office, or 7 days in a pick-up relay. After this period, the parcel will automatically be returned to La Fiancée.
How long before I can collect my parcel at a relay point ?
If the chosen relay is closed, the parcel will be delivered to a nearby relay. The recipient will be notified by email and sms of the change of relay.
How do I get my Click & Collect parcel ?
My parcel has been dropped off at a different pickup point, is that normal?
It is possible that Chronopost has dropped off your parcel at a different pickup point than the one you originally selected.
This may happen if:
- The chosen pickup point is full or temporarily unavailable.
- Logistic issues require an adjustment in the delivery.
- The address of the pickup point is inaccurate or incomplete.
If the destination Pickup point is closed at the time of delivery, the parcel will automatically be delivered to a nearby point. The recipient will then be notified by email and SMS about the change in the pickup location. Chronopost will provide the address of the new pickup point where you can collect your parcel. You can also track the delivery via Chronopost's online tracking system or contact our customer service for any questions.
How do I return my parcel ?
****During the 2025 Christmas period, returns will be accepted until 6 January 2026.
You can request a return from our Customer Services within 30 days of the delivery of your parcel, in accordance with article 221.18 of the Consumer Code.
Returns to La Fiancée shops are possible and entirely free of charge in our La Fiancée shops in Rennes, Nantes, Saint-Malo and Paris.
Returned items will be accepted in their original new condition, complete, without trace of use or worn and/or washed, and in their original packaging, with your delivery note. The return will be recorded by the shop and the refund will be made directly to your account used for payment as soon as possible. Returns are not possible in our retail shops.
For returns from Metropolitan France and Belgium, a prepaid label for return transport to a relay point is free and can be downloaded from your account. A €3 handling fee will be deducted from your refund. Here are the steps to follow:
1. Log in to "my account", in the "Orders" section, and click on view the order in order to make your return request.
You will be able to download a transport label to print and put on your package, and a return voucher to print and position inside your package.
2. Position your item(s) to be returned in a package in good condition. Only items returned in the original condition new, complete, without trace of use or worn and / or washed, and in their original packaging, will be accepted and refunded. The return voucher must also be positioned in the package in order to find you more easily at the reception of the package.In the event that the product is returned in poor condition (packaging and / or product), the Fiancée will retain an amount of € 3 from the amount of your order to be reimbursed.
3. Drop off your package with its prepaid label at a Chronopost relay point : here.
For returns outside mainland France and Belgium, the return is at the customer's expense. Here are the steps to follow:
1. Log on to "my account", in the "Orders" section, and click on "view order" to make your returns request.
You will then be able to download a returns form to print out and place inside your parcel.
2. Place your item(s) to be returned in a parcel in good condition. Only items returned in their original new condition, complete, with no trace of use or wear and/or washing, and in their original packaging, will be accepted and refunded. The return slip must also be placed in the parcel so that you can be found more easily when the parcel is received. If the product is returned in poor condition (packaging and/or product), La Fiancée will deduct €3 from the amount of your order to be refunded.
3. Return your parcel to the brand's head office at the address below, using standard post:
La Fiancée
14 bis rue des Aulnes
35590 SAINT GILLES
Is it possible to return my item to a sales outlet or La Fiancée store ?
The return of orders from the eshop is possible in the "La Fiancée" shops of Saint-Malo (35), Nantes (44), Paris (75) and Rennes (35). However, no return is possible at resellers of the brand.
If you have purchased an item in one of our reseller stores, you will need to contact them directly if you wish to exchange or refund the purchased product.
How much does it cost to return goods ?
RETURNS FROM METROPOLITAN FRANCE AND BELGIUM:
- At our 4 La Fiancée stores in Paris, Nantes, Saint-Malo and Rennes.
- At a Chronopost pick-up point, using a prepaid shipping label available for download from your customer account.
A €3 return processing fee per returned parcel will be deducted from your refund, regardless of the return method.
If the return parcel is sent to our premises using another shipping method, we will not be able to reimburse any shipping costs incurred.
RETURNS FROM OUTSIDE METROPOLITAN FRANCE AND BELGIUM:
Return shipping costs to the brand's headquarters are the customer's responsibility.
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La Fiancée
14 bis rue des Aulnes
35590 Saint-Gilles
France
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What should I do if my item is defective or not the one which I ordered ?
Despite the care we take when preparing your orders and the quality checks carried out before each shipment, exceptional situations may occur where an item is defective or an error has been made during dispatch.
Before submitting any return request online, we kindly ask you to contact our Customer Service team by email at contact@lafiancee-team.fr, providing the following information:
- your order number;
- a description of the issue encountered (defective item, item received different from the one ordered, etc.);
- photos clearly showing the defect or the error identified.
This information will allow us to review your request quickly and provide you with the most appropriate solution.
After reviewing your request, we will let you know the procedure to follow.
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If a return is required, we will provide you with the instructions to complete it from your customer account by selecting the appropriate reason:
- “Item damaged / defective”
- “This is not the product I ordered”
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Our Customer Service team will contact you as soon as possible to offer either a replacement shipment or a refund, depending on your preference.
How can I track the return of my parcel ?
You can track your return package via the tracking number on the return label used to return the package.
https://www.chronopost.fr/fr/suivi-colis
How will i be refunded?
Your refund will be issued using the same payment method used for your order.
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1. Credit card: the refund will be issued directly to the credit card used for the payment.
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2. PayPal: the refund will be issued to the PayPal account used for the payment.
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3. Bank transfer: the refund will be issued exclusively by bank transfer to the bank account used for the original payment. Bank transfer refunds are processed according to a bi-monthly schedule (twice a month).
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4. Gift card: the refund will be issued as a new gift card. An email will automatically be sent to you with the new gift card number and the available amount to use.
Please note: The expiry date of the new gift card remains the same as that of the gift card used for the payment. The refund therefore does not extend the gift card’s validity period: the new gift card is not valid for one year from the date of the refund.
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5. Store credit used on our website or payment made with multiple payment methods: if your order was paid using store credit or with several payment methods, please contact our Customer Service team at contact@lafiancee-team.fr so that we can process your refund request.
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6. If you paid using a specific payment method (prepaid card, one-time virtual card, etc.): the refund may be declined or blocked by your bank. In this case, please contact our Customer Service team as soon as your parcel has been returned so that we can find a solution together and avoid any delay or refund rejection.
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In the event of a full return of your order, the original delivery fees will also be refunded.
How long will it take to receive my refund after returning an item?
Once your return has been received at our warehouse and approved by our quality control team, your refund will be issued within a maximum of 14 calendar days.
For refunds made by credit card or PayPal, the refund is generally visible on your account within this timeframe, depending on your bank’s processing times.
For refunds made by bank transfer, these are processed according to our accounting schedule, with two refund processing periods per month. The time required for the funds to reach your account then depends on your bank’s processing times.
Can I return an item that has already been exchanged?
We offer one free return or exchange per order. Once the exchange has been processed, the item received should be suitable. However, if you still wish to return an exchanged item, it is possible — please note that return shipping costs will then be at your expense.
The return parcel should be sent to the following address:
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La Fiancée
Service retour
14 bis rue des Aulnes
ZA GRIPAIL
35590 SAINT-GILLES
FRANCE
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Once received, we will proceed with the refund of the item under the same conditions as a standard return.
HOW CAN I KNOW IF MY RETURN HAS BEEN RECEIVED?
We do not send a confirmation when your return parcel is received at our warehouse.
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To track the progress of your return, you can check your parcel directly using your tracking number:
- Colissimo: Track my parcel
- Chronopost: Track my parcel
You may also receive a notification from the carrier when your parcel is delivered.
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Once your return has been received and processed by our team, you will receive a notification confirming that your refund or exchange has been processed.
Please note that the “delivered” status shown by the carrier confirms that your parcel has been delivered to our warehouse, but additional time may be required to process your return.
An item is out of stock on the e-shop, what can I do?
If the item you are interested in is out of stock on our website, a "Find in store" button invites you to complete an availability request form directly to our stores. Upon receipt of your request, our store teams will check for the availability of the item (Saint-Malo, Nantes, Rennes and Paris). You will be informed by e-mail or phone of the availability and then can keep the article for you to try at the point of sale of your choice to make your purchase, or wan propose you to order it by phone.
Does the the "Find in store" request a payment?
How can I track the availability of an item ?
What happens if I want to try on an item in a La Fiancée store?
What happens if I want to order the item available in the La Fiancée store?
If the store that you have selected informs you of the availability of the item and you cannot go to the store, the La Fiancée team will propose you to buy it by telephone with delivery of your home under the same conditions as on the eshop. Secure payment can be made by phone. If you change your mind and do not wish to place an order, it is preferable to inform the store which will have contacted you by email or phone.
How do I create my account ?
How do I work out which size I need ?
I have a La Fiancée loyalty card, can I use it online ?
How do I subscribe to the La Fiancée newsletter ?
How do I unsubscribe from the La Fiancée newsletter ?
You have forgotten your password or you want to change it, how is this done ?
How do I change or delete personal information in my account ?
How the sponsorship program works?
EXCEPTIONAL CUSTOMER SERVICE HOURS
From August 17, 2026 to September 11, 2026, our customer service will be available:
Monday to Thursday
9:00 AM – 1:00 PM
2:00 PM – 5:00 PM
Customer service will be closed on Fridays and weekends.
Thank you for your understanding.
By email ?
The Fiancée team make every effort to reply to your questions, by email, in the shortest possible delay. Please don't hesitate to fill out the contact form or send an email to contact@lafiancee-team.fr
By live chat ?
You can contact us directly via the online chat box at the bottom of your screen. If we are online, we will be able to inform you live via messages. If we are not available, you will be able to leave a message and your contact details so that we can get back to you as soon as possible.
I book with a shop (possibility of delivery) or I fill my email to be notified on further availability.