FAQ
FAQ
FAQ
1. HOW DO I CANCEL OR AMEND MY ORDER?
If you wish to cancel or amend your order please send us an email at customerexperience@arianedelarue.com, quoting your order number, as soon as possible. We will do our best to accomodate any changes requested however, once an order has been processed we cannot guarantee that it can be cancelled or amended.
2. WHAT SHIPPING OPTIONS ARE AVAILABLE AND HOW LONG WILL IT TAKE TO BE DELIVERED?
We are pleased to offer worldwide shipping on all orders placed on arianedelarue.com
For orders placed in Spain, the shipping cost will be between 5€ and 8€
For orders placed in Europe, the shipping cost will be between 12€ and 30€
For orders placed in USA and Canada, the shipping cost will be 50€
For most Spain orders, delivery is guaranteed within 48H
Orders being delivered to Europe will take 3 to 5 days and orders being delivered to the rest of the world will take 1 to 2 weeks.
ARIANE DELARUE is not responsible for any unanticipated delays caused by destination customs clearance processes.
3. WHERE DOES ARIANE DELARUE SHIP TO?
ARIANE DELARUE ships worldwide
4. CAN I TRACK MY ORDER?
Once your order has been dispatched you will receive a confirmation email from the delivery company you selected during the purchase. Using the tracking number and link provided in this email you will be able to track your order, register further instructions for the courier (e.g. to leave the parcel with a neighbour) or opt to change the delivery address. Please note that changes to the delivery address can only be facilitated within the same country as the original delivery address.
5. IS A SIGNATURE REQUIRED UPON DELIVERY?
Due to the high value of ARIANE DELARUE products, a signature or a proof of ID is required upon all deliveries.
6. WHAT SHIPPING PROVIDER DO YOU USE?
ARIANE DELARUE uses Correos and DHL for all customer orders purchased online.
7. WHAT IS YOUR RETURNS POLICY?
We hope you will love your ARIANE DELARUE order, but if you’d like to return it for any reason please contact our head office at customerexperience@arianedelarue.com to discuss exchanges. Please note that with our returns policy, you must return within 14 days of receiving your items, and they must be unworn and in perfect condition.
Our return address is ARIANE DELARUE, Calle Jeroni Anye, 111-1-1, 08340, Vilassar de Mar, Espana
Please note that all returns are paid for by the customer.
For our full returns policy please see our Return page.
8. HOW LONG WILL IT TAKE FOR MY RETURN TO BE PROCESSED?
Once we have received your return, it will be processed within 1-2 working days. You will receive a confirmation email once your return is completed and your account has been credited or your exchange has been shipped. Please note that refunds can only be made to the card originally used to pay for the order, and may take up to 30 days to appear in your account. Unfortunately this is beyond our control.
9. I haven't received a confirmation email for my order?
Firstly check your spam / junk email folder. Sometimes the confirmation is here. However if you still can’t find it please contact us on customerexperience@arianedelarue.com
and we can quickly and easily tell you if your order has gone through.
10. I PAID DUTIES AND TAXES ON MY ORDER, ARE THESE REFUNDABLE?
Unfortunately we cannot refund any duties and taxes paid on your order.
11. My size is out of stock. Can you make it for me?
Unfortunately no because of our sourcing process: as we are upcycling to avoid overproduction, (we buy antique laces on existing stocks from local boutiques), our collections are very limited editions.
Alternatively, it may be possible to place an order for bespoke. Please call email bespoke@arianedelarue.com for more information on our bespoke services.
12. Will you be getting in any more sizes/new stock?
All of our styles are very limited edition. However occasionally due to popular demand, we have new stock. If your size is unavailable please email info@arianedelarue.com to see if your size will be restocked.
13. WHAT IS MY SIZE?
Unless otherwise stated in the product description, ARIANE DELARUE fits true to size and you should take your normal size. If you have a question about measurements or sizes, you can email us at info@arianedelarue.com
You can also refer to our ARIANE DELARUE size guide or find further details about the cut and fit of each individual item available on every product page.
14. HOW DO I CARE FOR MY ARIANE DELARUE PRODUCTS?
ARIANE DELARUE pieces are made from the best fabrics and with great attention to detail, so they will last a long time with the right care. We recommend dry cleaning. Machine washes are not recommended but careful hand washing may be carried out. Only wash your silk products by hand in cool water (no more than 25°C). When in doubt, please follow the instructions on the garment label. See our dedicated Care Guide page for more information.
15. My item is faulty, what should I do?
If your item is faulty in some way, please contact one of our lingerie advisors on info@arianedelarue.com with your order number and a photo of the fault to see what we can do. All of our items are quality controlled multiple times before it leaves us, however if something does make it out of the door that isn’t perfect, we will do everything we can to make sure it doesn’t happen again.
16. I accidentally put my ARIANE DELARUE product in the washing machine, can I return it?
We do not accept returns of items that have not been cared for or washed as advised, so unfortunately we would not accept a return on any item put through the washing machine or tumble dryer.
17. CAN MY ITEM BE GIFTED WRAPPED?
All ARIANE DELARUE products are wrapped in tissue paper in a signature branded box that is perfect for gift giving.
18. I have signed up to the newsletter and haven’t received a Welcome email?
Please check your spam box/junk mail first. Sometimes they may take up to a day to come through. If you are still having problems you can get in touch at info@arianedelarue.com
19. Do you sell gift cards?
Yes, you can purchase a gift card here, that will be emailed to your email address and can then be shared with your loved one.
20. Can I add a personal message to my gift?
Yes, email info@arianedelarue.com with your order number and message and we will hand write a note to go in with your package.
21. How long do gift cards last?
All gift cards are valid for one year from date of purchase.
22. Where are Ariane Delarue products manufactured?
All of our lingerie is manufactured in Europe: Each piece is carefully cut by hand in ARIANE DELARUE atelier and sewn together in their entirety by expert craftsmen in Europe.
The fabrics used to create the garments are locally sourced, to minimise impact on the environment and carbon footprint.