Frequently Asked Questions
How do I find my size?
Review the « Details » tab of the product you are interested in buying and review our size guide.
Still not sure? Email us anytime at firstname.lastname@example.org and we’ll walk through the fit with you in detail.
What if the product is sold out ?
Please create an account with us (if you haven’t already) and put your name on our waiting list. Our styles are offered as a permanent collection, so sold-out products will be available again (Yipee!). It just might be a little wait. As soon as the style is back in stock, we will let you know so that you can be first in line to place your order!
Do you have sales?
When you shop Les Sublimes, you get the best possible price every day! By cutting out the middleman and getting creative with our business model, we are able to offer our products at 1/3 of the price of traditional luxury brands. So much better right?!
What is the Karma Program?
Our best new customers hear about us through friends. To say thanks for sharing, we’d like to reward you with some good karma! Share your personal invite link to give friends 20% Off on their first order (of €40 or more). You receive €10 in karma (store) credit when friends make their first purchase.
How do I invite friends?
It’s simple! To start referring friend, you just need to have a Les Sublimes account and be signed in.
Begin by creating an account with Les Sublimes if you haven’t already. Once you've signed up (and signed in), visit the “Invite Friends” section of your Account. Here you'll be able to easily invite friends using your very own personalised referral link. You can start sharing it right away with Facebook, Twitter, email, and more.
Can I invite existing customers using my link?
We offer karma credit for new referrals only. Friends who have already signed up with Les Sublimes (and possibly already purchased) are not eligible to get 20% Off using your personalised link, and any purchases they make will not earn karma credit. The program is for new sign ups and first purchases only.
How can I start earning karma credit?
When you share your personalised link with friends, you automatically give them 20% Off on their first order (order total must come to €40 or more). Remember to tell your friends to use your link to sign up and shop. This is how we track your referrals and can ensure that you receive your €10 Off as a thank you!
You will start earning karma credit as soon as one of your friends uses your personalised link to complete their first purchase. We will automatically send you an email sharing the good news, with a unique discount code giving you €10 store credit.
Just a reminder: To earn karma credit, your friends must click on your personalised invite link when they create their account. This is how they receive their special 20% Off code and how we can track your referral.
Where can I use my karma credit?
Glad you asked! You can use your karma credit towards a future order at our online store. To apply your credit, simply enter the discount code you received in your email during the checkout process.
What if I forget how much karma credit I have received, or can’t find my discount code(s)?
No worries! Just shoot us a quick email at email@example.com and we’ll send you any information you need.
Will my credit expire?
Nope! Your credit will never expire.
How much karma credit am I allowed to spend at once?
Our e-shop platform only allows you to enter one promo code per purchase. But we believe you should be able to combine your karma credits and use several of them at once. Just email us at firstname.lastname@example.org letting us know how many credits you would like us to group together, and we’ll create a brand new discount code for you that will reflect this new amount. You earned it!
What if I'm missing credit for a purchase?
If you don't immediately see your activity show up in your account, please get in touch and we'll help you out! Just keep in mind that on rare occasions, it may take 1 - 2 business days for karma credit to be applied to your account.
In what currency are your prices?
All of our listed prices are Euros (€). We also charge in Euros - so we recommend double checking the current exchange rate for your local currency to get a better estimate of the final cost of your purchase.
P.S. Many banks and credit cards collect a foreign transaction fee for handling transactions in a foreign currency. Les Sublimes is not responsible for any fees.
How do I pay for my order?
We accept Visa, Mastercard & American Express credit and debit cards. All payments will be made in Euros.
How are taxes and duties applied on orders outside of the European Union?
The prices listed on our website do not include shipping, duties or taxes. Depending where you live, your country’s customs office may apply additional charges to your order, such as import fees, declaration fees, import duties & tariffs) and local sales tax.
All fees required for customs clearance are the sole responsibility of the customer (that’s you). They will be charged upon arrival by our local shipping partner.
From time to time, a customs agents may delay the delivery of packages at their discretion. For more information on customs, duties, taxes and other import charges, please contact your local customs office.
What happens when my order is confirmed ?
Once your order has been placed, you will receive a confirmation email summarizing your order. You will then receive a second email once your order has been shipped. You will be able to track your delivery status in the « my account » section, under « my orders ». Here, you will find all the details of your order and can also print your receipt.
Oops, I made a mistake with my order. How can I change or cancel it ?
Once you complete the checkout process, you can no longer modify or delete your order online. In case you still want to change or cancel your order, don’t hesitate to send us an email at email@example.com explaining what happened so that we can make it right!
When will my order be shipped?
After your order is confirmed, our sublimes team will prepare it and ship it out within 1-2 working days. Occasionally, during peak shopping periods, it might take us a few more days to get your order ready. We value each and every purchase you make and will do our very best to get it ready for you as soon as we can.
Where do you ship?
We deliver to over 100 countries worldwide. Check the list below to see if your country is one of them:
Aland Islands, Albania, Algeria, Andorra, Argentina, Armenia, Aruba, Australia, Austria, Bahamas, Bahrain, Belarus, Belgium, Bolivia, Bosnia And Herzegovina, Bouvet Island, Brazil, British Indian Ocean Territory, Brunei, Bulgaria, Cambodia, Canada, Chile, China, Christmas Island, Cocos (Keeling) Islands, Colombia, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, Ecuador, Estonia, Falkland Islands (Malvinas), Faroe Islands, Finland, France, French Guiana, Georgia, Germany, Gibraltar, Greece, Greenland, Guadeloupe, Guernsey, Guyana, Holy See (Vatican City State), Hong Kong, Hungary, Iceland, India, Indonesia, Iraq, Ireland, Isle Of Man, Israel, Italy, Japan, Jersey, Jordan, Kazakhstan, Kosovo, Kuwait, Kyrgyzstan, Lao People's Democratic Republic, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macao, Macedonia, Malaysia, Maldives, Republic Of Malta, Martinique, Mexico, Moldova, Monaco, Mongolia, Republic of, Montenegro, Morocco, Myanmar, Nepal, Netherlands, Netherlands Antilles, New Zealand, Norway, Oman, Pakistan, Palestinian Territory, Occupied, Paraguay, Peru, Philippines, Poland, Portugal, Qatar, Reunion, Romania, Russia, Saint Barthélemy, Saint Martin, Saint Pierre And Miquelon, San Marino, Saudi Arabia, Serbia, Seychelles, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Suriname, Sweden, Switzerland, Taiwan, Tajikistan, Thailand, Tunisia, Turkey, Turkmenistan, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Venezuela, Vietnam, Wallis And Futuna, Yemen.
How much does shipping cost?
For orders under 100€, the cost of shipping varies with your destination country:
4€ for France.
4-8€ within Europe.
8€ and up for international shipping outside of Europe.
You can find out the exact shipping cost by updating your shipping address during the checkout process.
When can I get free shipping?
We offer free shipping to over 60 countries on orders totaling 100€ or more:
Albania, Algeria, Andorra, Australia, Austria, Belgium, Bosnia And Herzegovina, Bulgaria, Canada, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Georgia, Germany, Gibraltar, Greece, Hong Kong, Hungary, Iceland, India, Ireland, Israel, Italy, Japan, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Republic Of Malta, Moldova, Monaco, Montenegro, Morocco, Netherlands Norway, Poland, Portugal, Romania, Russia, Serbia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Tunisia, Turkey, Ukraine, United Kingdom, United States, Vietnam.
Is your shipping environmentally friendly?
We offer carbon-neutral shipping with tracking, straight from our Paris headquarters, using Colissimo La Poste.
How long does shipping usually take?
Packages sent within Metropolitan France and Belgium are do not require a signature. The delivery typically takes 2 working days.
For internationally orders, delivery requires a signature at the final destination. It can take anywhere between 2-9 working days to receive your package, depending on your country and the procedures of your local customs office.
*We do not offer any express shipping at this time! If your order is urgent, please send us a message at firstname.lastname@example.org and we will see what we can do to help.
P.S. If you refuse your order without authorization, or any part of it upon delivery, you will be responsible for all shipping, duties and taxes.
RETURNS + EXCHANGES
Not quite what you expected? No worries!
We stand behind the products we create. If you are not happy with your order, or if it has arrived with a defect, please get in touch so that we can make it right.
Do you offer exchanges ?
We offer free exchanges within France if you wish to swap the colour or size of an item within 14 days of receiving your order. You cannot exchange your purchase for an item with a different product code.
For exchanges within France, Les Sublimes will cover the cost of shipping back to our Paris headquarters and then out to you again (YAY!).
Any items being sent back for exchange must be received by Les Sublimes in their original condition - undamaged, unused, unstained and unwashed. Merci!
At this time we are not able to offer exchanges internationally.
Do you allow returns?
Within the European Union
Yes, returns are possible within the European Union. We accept returns within 14 days of when you received your order.
Returns are made in the form of a refund to your original payment method. We do not refund any original shipping charges.
Any items being returned must be received by Les Sublimes in their original condition - undamaged, unused, unstained and unwashed.
If you are shipping a return from outside of France, we recommend using a delivery service that provides shipment tracking. We do not support pre-paid international return labels at this time. You will be responsible for paying any shipping charges related to returning the items.
All sales outside of the European Union are final.
P.S. Scroll down to find out how to return faulty items.
Questions? Please contact us at email@example.com for further assistance.
How exactly do I exchange or return an item?
1. Get in touch via email
Send us a message at firstname.lastname@example.org, with your order number, a description of the issue, and whether you would like to return or exchange the item(s) - and we will get back to you as soon as possible to get this sorted out for you. We will also send you a return or exchange confirmation to include inside your shipment.
P.S. We cannot accept exchanges or returns for packages received without prior approval.
2. Prepare Your Package
Please pack your item(s) securely, sealed with the original packaging (if possible) and including a copy of the return/exchange confirmation for quick and easy processing!
For exchanges from within France, we will send you a Colissimo shipping label that you can print and tape to the exterior of the packaging (yipee!).
*Don’t forget that any items being returned must be received by Les Sublimes in their original condition - undamaged, unused, unstained and unwashed.
3. Mail it
You can use the shipping service of your choice to return your item(s) to the following address:
BL70 Incubateur HEC
14 rue Soleillet
Return packages may take a few weeks to be delivered to our atelier in Paris. Once your return has arrived, please allow 5-10 working days for your return to be processed. We’ll let you know by email as soon as your refund has been processed, or once your exchange has been shipped back out to you. In the meantime, please keep your tracking number.
What if my items arrive damaged, defective or incorrect?
If you feel that you have received a damaged or incorrect item, please contact us right away at email@example.com with your order number and a description of the issue. We'll sort this out for your faster than you can say pain au chocolat!
Don't see your question answered here? Email us 24/7 at firstname.lastname@example.org.