Customer Service

Frequently asked questions

How can I track my order ?

To track your order, we invite you to log to your customer account ( then click on "see more details". You will then see an order summary and a link with the tracking of this order delivery. If the order is delivered by Colissimo, you can track directly your order from the customer acocunt, otherwise, you can use the tracking number to get an update on your delivery.

If your order is still labelled as "order in preparation" in your account after more than 3 days without receiving any notice from our customer service (you can find an estimated time of arrival in the order confirmation email), we advise you to contact us at the address, joining in the reference from the order.

What should I do if the product received is different from the one I ordered ?

Logistic errors can unfortunately happen even if these cases are very rare. In this case, we invite you to contact us as soon as possible by directly recording the return of the article from your customer area.

You can then choose the indication "I have a problem with this product" when saving your return and specify in the drop-down menu if the error concerns the size sent or the reference of the article. If you received a wrong item, provide a description of the item you received in error and the name of the expected item in the comments field when you save the return of the item. We also invite you to send a picture of the product to our customer service : Accurate identification of the product received will help us understand the problem more quickly.

If you finally want to opt for a bank reimbursement, we invite you to specify it in the comment field as well.

Our customer service will get back to you as soon as possible, once we have read your request and we will be assured of the availability of the item initially ordered

I have a gift card or a coupon, how to apply it ?

Once you've added the items you wish to order to your cart, visit your shopping cart page here where you will find the appropriate field right under the indication "Do you have a coupon ?".

How can I return my order ?

You can send back any product within 60 days after receiving your order.

We invite you to log in to your account on and just follow the process to create the return request. As soon as your return request is registered, a return number will be provided and will also be sent to you by e-mail:

In Metropolitan France, we invite you to use the prepaid Colissimo label which is available via your customer account at the end of your return procedure. Careful, it is impportant to remove or hide any curent shipping label present on the package.

For returns by courier, you can directly decide the day and time of the desired pickup during the registration process of your return.

For international customers, we invite you to use your usual carreer, shipping costs can be credited on your customer account. We invite you to send the return invoice to the e-mail address:

Are returns free of charge ?

In Metropolitan France, we take in charge the return costs. For Colissimo returns, simply download the return voucher on your customer account. In Paris, you can also ask for a courier to pick-up your return.

We invite you to use solely the return procedure of L'Exception, we will not refund the costs if you use your own carier.

For outside of Metropolitan France, or any other country, return costs are at your charge. They will be credited on your customer account on request. Just send a picture of your return fees and send it to the address : A maximum credit of 40€ fees per return is applied.

How does the service Try now pay later work ?

Do you want to try your favourite products without having to pay? This is now possible with the new service "Try first, pay in 30 days". To take advantage of this service, select your favourite products, validate your basket, choose your delivery method and select "Try first, pay in 30 days" as your payment method. You will then have 30 days to try your products and return them. If you keep your products, you will only be debited 30 days after validation of your order. If you return your products within 30 days, your transaction will be cancelled and you will not be charged at all. In the event of a full return, no payment will be made to your credit card. This service is free of charge. It is compatible with Carte Bleu, Visa and Mastercard. This payment is not valid for American Express cards. This service is only available in France.

Did not find the answer to your question ?

  • Free shipping to the United States from 200€

    Express delivery with DHL
    All taxes and duties paid by us


    You will not incur any additional charges
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    We accept all major currencies
    with a guaranteed fixe rate

  • L'Exception gift card

    Gift cards valid online as well as our Paris store

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