Frequently asked questions

Placing an order

To shop Lemaire, browse the catalogue by selecting a category on the navigation menu or click on a product feature on the homepage. You may also browse through the “Collections” section to discover the items directly from the runway. If you are interested in a specific product, you may use filters or type the product name in the search bar. More details on a product can be found by clicking on the product. By clicking on your desired size, you can add the item(s) to your shopping cart and proceed to the checkout.

Having an account is not required to shop on Lemaire, however we advise you to register for an account in order to benefit from exclusive services to help manage your order history, delivery status and return requests.

The availability of products corresponds to the availability of products on our online shop. If you wish to be notified on the availability of an item, you may subscribe to the product back in stock notification by email, when available. Alternatively, you may contact our customer service team if you do not see a product that you are looking for on our website.

When checking out, you are requested to verify your contact details, as they cannot be modified once your order is placed.

In order to avoid any delay in the preparation of your order, it is requested to fill the different fields without special characters or Asian characters.

We do not offer the possibility of pre-ordering at Lemaire. If you wish to be notified on the availability of an item, you may subscribe to the product back in stock notification by email, when available. Alternatively, you may contact our customer service team if you do not see a product.

We do not offer the possibility of placing items on hold, all sales are subject to a first come first served bases.

Changing or cancelling an order

Once an order has been placed it is no longer possible to adjust, cancel or add to your order. We advise you to place a new order for the desired item and to request a return to our Customer Service for the incorrect item(s) once you have received it.

Once an order has been placed it is no longer possible to cancel it. Once you have received your order you may request a return to our Customer Service for the item(s). Once we receive your returned item(s) you will be refunded. We invite you to strictly follow the return procedure details to ensure a smooth management of your return.

After the order

You will receive an email to confirm your order as soon as the payment is approved. You can follow the status of your order in your Lemaire account, or by following the detail order link in the confirmation email.

If there are alterations needed to be made on contact and/or address information, you may reach out to our customer service team. Please be advised that longer delivery times may apply due to any changes made after your order has been placed.

Once an order has been placed you can no longer change your payment details.

To change your delivery address we advise you to reach out to our customer service team with your order number or directly contact the carrier. Please be aware that by changing your delivery address after your order has been placed it may slow down your delivery process. We advise you to double check your delivery address before confirming your order.

All our international shipments are shipped DDP (Delivery Duty Paid), therefore an FTA agreement is not necessary.

Delivery zones

Lemaire provides with worldwide delivery service by UPS and Colissimo / Chronopost for France.

Shipping costs & methods

Lemaire offers free standard delivery for all orders and returns and make use of UPS for all locations with the exception of France (Colissimo/Chronopost).
For customers located in the European Union and United Kingdom, you have the possibility to receive your order in express for an additional cost of 15 €: you can select this option during checkout.

Shipping costs and delivery times

Orders are processed from Monday to Friday, except public holidays.

Standard delivery by UPS is processed within 2 to 3 days. Express delivery is processed within 1 day (1 day before 1 pm for France by Chronopost).

Standard delivery is processed on average within 2 to 3 days. This time could vary due to the custom clearance process of your carrier. You are invited to follow the status of delivery by using the tracking number provided once your order is processed.

Duty tax

The taxes and duties related to your order are calculated based on your shipping destination. By selecting your shipping location, your local market pricing will automatically apply. All our shipments are shipped on a DDP (Delivery Duty Paid) basis. Therefore, all necessary import taxes and duties are included in your final purchase price. You will not have to pay for custom tax on delivery of your order.

Tracking

Once your order has been processed you will receive an email confirmation with your tracking number to follow the status of your order. If you have a Lemaire account, this information will be accessible and saved on your account history.

If you have any questions or concerns regarding the status of your order after it has been confirmed, please refer to the email notification with your tracking number or log on to your Lemaire account. If you have not received an email notification or you are having troubles logging in to your Lemaire account, please reach out to our customer service team with your order number.

Please allow 24 to 48 hours for your order to be processed. If you still have not received an email confirmation with your tracking number, please reach out to our customer service team with your order number. During peak periods you may experience longer delivery periods.

The customer service team is always monitoring the shipping status of your order. if you have any concerns about the status of your order, please reach out to the customer service with your order number.

If you need to reschedule your delivery for any reason, with the help of your tracking number, we advise you to get in touch with the carrier of your order to reschedule a delivery according to your availability. Alternatively, you can reach out to our customer service team with your order number for assistance.

Lemaire accepts Mastercard, Visa, American Express credit cards and PayPal.
For Paypal orders, these ones will only be processed once your PayPal transaction has been approved.

The price currency is displayed among your delivery zone.
Prices are displayed in Euros for orders delivered in the European Union, in GB Pounds for United Kingdom, and in US Dollars for the rest of the world. You can change the currency in the menu section, but your delivery country must fit with the covered delivery zone.

Your bank account will be debited when your order is placed.

We do not offer tax refunds for products bought online.

Please subscribe to our newsletter in order to be informed about private sales.

Lemaire offers free returns on any orders worldwide. Please refer to our return procedure and conditions for assistance on your return request. Alternatively, you can reach out to our customer service team with your order number.

Return conditions

Lemaire applies a 14 days return policy.
Any unwanted items must be shipped within 14 days of receipt by using the return label requested from our Customer service team. Before shipping your return, please review our return procedure and strictly follow it.
Items must be returned to us in its original condition with tag and seal still attached. All shoes must be tried on a carpeted surface until you have decided to keep them.
Please make sure that your package does not have any other shipping or tracking labels on it.
Please note that the return might be refused and not refunded if these guidelines were not respected.

If an item received is classified as faulty and was received damaged, it is necessary to contact our customer service team within 7 days of receipt. Please indicate your order number, images and a brief description of the damage.

If you wish to return an item purchased at our Parisian boutique, you may request a return by reaching out to us on boutique@lemaire.fr.
It is not possible to return in store a product that has been bought on the website.

If you wish to exchange an item in your order, please proceed with ordering the desired item on our online shop and request a return for the item you would like to return. You may follow the return process indicated in our return procedure.

Returns procedure

1. Declare your return request

Locate the order you wish to return or on your order confirmation email and request a return label from our Customer service team with your two-letter and four-digit order number. It is necessary to specify which item(s) you would like to return in your request. Once your return has been approved, our customer service team will email you your printable return label.

If you return a defective item, please send us an email with photos.

You can contact the Customer Service team by email : customerservice@lemaire.fr and phone : +33 1 84 25 36 14 , from Monday to Friday, 10 am to 6 pm

2. Return your item(s)

- Place the item(s) in the Lemaire box or envelope and the original shipping box, or any other solid carton box.
- Close the box and tape it securely.
- Use the return label provided by the Customer service and place it on the shipping box.
- Please make sure that your package does not have any other shipping or tracking labels on it.
- For returns operated from a country outside of the EU, please enclose 3 copies of your proforma invoice to the outside of your shipping box.
- It is necessary to tick the items you wish to return and sign each proforma invoice.
For returns from out of France: Organise the collection of your parcel on UPS.com: go to the section Shipping – Schedule a collection. You can choose a UPS (location or UPS Access Point nearby you to drop off your box or plan the collection date and time.
For returns from France: drop your box in your mailbox (www.colissimo.fr/retourbal), in a post office or in a La Poste partner point. (www.colissimo.fr/retour).

Refund

Once we have received your return, a refund will be credited to the credit card of the original payment. Once the refund has been applied by Lemaire, you will receive an email notification with the refund overview. Please allow 14 days to issue your refund once your item has been received and approved.
If your order included shipping fees, they will also be refunded.

Please refer to our size guide on each product page for information on the sizing of our garments or reach out to our customer service team.

For items purchased on our online shop or Parisian boutique, please contact our customer service team with your order number and details regarding the repair.
For items that are not purchased on our online shop or in our Paris store, please contact the authorized retailer where the item was purchased.
Product care
For all ready-to-wear garments, we advise you to refer to the care instructions indicated on the garment’s composition label or to make use of professional dry cleaners.
For all accessories, we recommend using a soft cloth to keep it clean. All accessories should be kept in their pouch when not worn and should avoid contact with direct sunlight, liquids or aggressive chemicals.

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