Delivery and returns

Free shipping on all orders over $/£/€200 in Europe and United States, 300€/$/£ for other country and returns always free.

Express deliveryExpress delivery

Delivery

Terms

What are the available delivery methods, times and costs?

In Europe, free delivery on all orders over €200. For the rest of the world, free delivery on all orders over €300. For La Carte 24 Sèvres loyalty program members, additional benefits apply:

European Union (excl. France, Malta, Cyprus), Switzerland, NorwayFrance, Rest of the world
Status InitiéFree Standard deliveryFree Express delivery
Status PrivilégiéFree Express deliveryFree Express delivery
1. Express delivery (Monday - Friday)
  • France: 8€ TTC Place your order before 5pm (1) from Monday to Friday for next-day delivery (2). Delivery between 9am and 6pm.
  • European Union: Shipping costs vary depending on country destination (3). Place your order before 5pm (1) from Monday to Friday for next-day delivery (3). Delivery between 9am and 6pm.
  • Countries outside of European Union, DOM-TOM: Shipping costs vary depending on country destination (3). Place your order before 5pm from Monday to Friday for next-day delivery. Delivery between 9am and 6pm. All orders containing fine jewelry placed after 12:30pm for delivery outside the European Union may be subject to 1 additional transit day.
2. Standard Delivery (Monday - Friday)

This delivery method applies to: Germany, Belgium, Spain, Italy; the United Kingdom Austria, Bulgaria, Croatia, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Norway, Holland, Poland, Portugal, Romania, United Kingdom, Czech Republic, Slovakia, Slovenia, Sweden, Switzerland.

Delivery times and costs are indicated in “which countries do you deliver to?” section. Delivery between 9am and 6pm.

3. Collect your order at « L’instant Click & Collect » in-store, at Le Bon Marché: Free delivery.

In-store pickup available 7 days of the week (during store opening hours) at 24 rue de Sèvres, 75007 Paris.

If you place your order:

  • before 9pm: you can collect your parcel on the same day from 12am.
  • after 9pm: you can collect your parcel the next day from 12am.

If you place your order on Sunday, you can pick-up your order the next day from 12am.

A confirmation email will be sent once your order is ready to pick-up at Le Bon Marché.

You can collect your order within 6 days. After 6 days, your order will automatically be returned.

(1) Before 5pm orders containing beauty products (2) Some remote locations require an additional 1 to 2 working days for delivery (3) View shipping costs by country destination in “Which countries do you deliver to?”

Important information

Delivery times displayed at checkout are calculated based on shipping destination in order to provide the most reliable information.

Your phone number is provided to our carrier to facilitate the delivery of your parcel. You will be notified directly by text message once your parcel is shipped.

We may need to check your contact details with your bank before shipping. In this case, we will do everything we can to ensure a timely delivery of your parcel.

For delivery in countries/regions outside of Europe, we are doing our best to facilitate customs clearance. However, delivery times may be delayed beyond our will by border control.

Which countries/regions do you deliver to?

We support delivery to more than 100 countries/regions, and DOM-TOM.

1. European Union countries, Express delivery:
Countries (approximate delivery times)Delivery costs (taxes included)Free shipping over
Austria (1 day)15€-
Belgium (1 day)15€-
Bulgaria (1 day)15€-
Croatia (2 days)15€-
Cyprus (2 days)15€-
Czech Republic (1 day)15€-
Denmark (1 day)15€-
Estonia (1 day)15€-
Finland (1 day)15€-
France (1 day)8€200€
Germany (1 day)15€-
Greece (1 day)15€-
Hungary (1 day)15€-
Ireland (1 day)15€-
Italy (1 day)15€-
Latvia (1 day)15€-
Lithuania (1 day)15€-
Luxembourg (1 day)15€-
Malta (2 days)15€-
Monaco (1 day)8€-
Netherlands (1 day)15€-
Poland (1 day)15€-
Portugal (1 day)15€-
Romania (1 day)15€-
Slovakia (1 day)15€-
Slovenia (1 day)15€-
Spain (1 day)15€-
Sweden (1 day)15€-
United Kingdom (1 day)11€-
2. European Union countries, Standard delivery:
Countries (approximate delivery times)Delivery costs (taxes included)Free shipping over
Austria (2 to 4 days)10€200€
Belgium (2 days)10€200€
Bulgaria (2 to 4 days)10€200€
Croatia (2 to 4 days)10€200€
Denmark (2 to 4 days)10€200€
Estonia (2 to 4 days)10€200€
Finland (2 to 4 days)10€200€
Germany (2 to 3 days)8€200€
Greece (2 to 4 days)10€200€
Hungary (2 to 4 days)10€200€
Ireland (2 to 4 days)10€200€
Italy (2 to 4 days)10€200€
Latvia (2 to 4 days)10€200€
Lithuania (2 to 4 days)10€200€
Luxembourg (2 to 4 days)10€200€
Netherlands (2 to 4 days)10€200€
Poland (2 to 4 days)10€200€
Portugal (2 to 4 days)10€200€
Romania (2 to 4 days)10€200€
Spain (2 to 4 days)10€200€
United Kingdom (2 to 4 days)9€200€
Czech Republic (2 to 4 days)10€200€
Slovakia (2 to 4 days)10€200€
Slovenia (2 to 4 days)10€200€
Sweden (2 to 4 days)10€200€
3. Countries/Regions outside the European Union, Standard delivery, taxes and duties included in the total price of your order (DDP):
Countries (approximative delivery times)Delivery costs (taxes included)Free shipping over
Norway (2 to 4 days)10€200€
Switzerland (2 to 4 days)9€200€
4. Locations outside of European Union, Express delivery, taxes and duties included in the total price of your order (DDP):
Countries/Regions (approximate delivery times)Delivery costs (taxes included)Free shipping over
Argentina (4 days)25€300€
Australia (3 days)18€300€
Bahrain (3 days)25€300€
Bosnia-Herzegovina (2 days)25€300€
Brazil (3 days)20€300€
Brunei (4 days)25€300€
Cambodia (2 days)25€300€
Cameroon (3 days)25€300€
Canada (3 days)18€300€
Chile (3 days)25€300€
China (3 days)20€300€
Colombia (3 days)25€300€
Egypt (3 days)25€300€
French Guiana (3 days)25€300€
Gabon (2 days)25€300€
Guadeloupe (3 days)25€300€
Guernesey (2 days)20€300€
Hong Kong (2 days)12€300€
India (3 days)25€300€
Indonesia (3 days)25€300€
Israel (2 days)25€300€
Ivory Cost (3 days)25€300€
Japan (3 days)20€300€
Jersey (3 days)20€300€
Jordan (3 days)25€300€
Kenya (3 days)25€300€
Kuwait (3 days)20€300€
Lebanon (2 days)25€300€
Macao (2 days)20€300€
Madagascar (3 days)25€300€
Mayotte (4 days)25€300€
Malaysia (3 days)25€300€
Martinique (3 days)25€300€
Mauriu Island (3 days)25€300€
Mexico (3 days)25€300€
Morroco (2 days)25€300€
New Caledonia (6 days)25€300€
New Zealand (4 days)25€300€
Nigeria (3 days)25€300€
Norway (2 days)15€-
Oman (3 days)25€300€
Pakistan (2 days)25€300€
Peru (2 days)25€300€
Philippines (3 days)25€300€
Puerto Rico (3 days)25€300€
Qatar (3 days)20€300€
Reunion (4 days)25€300€
Saudi Arabia (3 days)20€300€
Senegal (3 days)25€300€
Singapore (2 days)20€300€
South Africa (3 days)25€300€
South Korea (3 days)17€300€
Switzerland (1 day)23€-
Taiwan (3 days)20€300€
Thailand (3 days)25€300€
Turkey (2 days)20€300€
United Arab Emirates (2 days)20€300€
United States of America (1 to 2 days)18€200€
Uruguay (2 days)25€300€
Venezuela (5 days)25€300€
5. Countries outside of European Union, Express delivery, taxes and duties not included in the total price of your order (DAP):
Countries (approximative delivery times)Delivery costs (taxes included)Free shipping over
Algeria (1 day)25€300€
Armenia (2 days)25€300€
Azerbaijan (3 days)25€300€
Belarus (2 days)25€300€
Georgia (2 days)25€300€
Kazakhstan (3 days)25€300€
Macedonia (3 days)20€300€
Tunisia (2 days)25€300€
Ukraine (3 days)25€300€
Uruguay (2 days)25€300€

Are there transport restrictions by country?

All delivery locations are possible: hotel, workplace, holiday residence and hospital.

Only PO boxes are not eligible.

Who can receive my order?

Anyone present at the exact delivery address can receive the order. The carrier will obtain the recipient's signature.

A delivery cannot be made to an address different from the delivery address provided at time of order (e.g. neighbor, pick-up), if you did not allow it.

It is possible to schedule a delivery to your office.

It is not possible to change your delivery address once the carrier is on the way.

Will I receive a delivery date once I confirm my order?

Please enter your mobile phone number* when placing your order. You will receive a text message with the delivery date once your order is shipped. You will also be informed the morning of the imminent delivery by our carrier.

*international format required (e.g. +33 6 12 34 56 78)

What happens if I'm not in when my order arrives?

Express return

Express and Standard Deliveries

If you are not available at the first delivery, you can plan another delivery time of your choice (from Monday to Friday):

1. Connect on our carrier website (indicated on the text message you will receive once your order has been shipped) or by using the following link: https://ondemand.dhl.com.

2. Enter the label number of your parcel.

3. Choose a new delivery date.

If you are not available on the delivery day, a delivery notice will be placed in your mailbox.

Another delivery will automatically be planned the day after between 9am and 6pm (local time).

One additional delivery is possible, without extra cost.

Are taxes and duties included in your prices?

Taxes are automatically calculated and included in the total price of your order, except orders shipped to Algeria, Armenia, Belarus, Azerbaijan, Georgia, Kazakhstan, Macedonia, Russia, Tunisia and Ukraine.

How do I add an address in my address book?

Connect to your account on the section My Addresses to add or change your address book.

Once your order has been placed, you cannot change your delivery address.

To change it or to cancel your order, please Contact us. If your order is still in preparation, we will try to satisfy your request.

Are there shipping restrictions for some items?

Some products, like perfume or jewelry, might be restricted depending on the delivery country. In this case, you will not be able to add it to your shopping bag:

Beauty products: Saudi Arabia, Indonesia, Qatar, Russia

Other product restrictions specific to country:

  • India: shipping jewelry is not allowed

  • Mexico: shipping shoes is not allowed

  • Nigeria: shipping shoes and bags is not allowed

  • Russia: shipping jewelry and fur is not allowed

Listed are countries requiring proof of identity from the country of delivery. To avoid potential delays in delivery, have documentation readily available to present to our delivery partner DHL:

  • Argentina

  • Brazil Columbia

  • Israel

  • United States: Social Security Number (SSN)

  • Norway

  • Qatar

  • Russia

  • Saudi Arabia

Our carrier DHL will contact you in order to get a copy of your passport (mandatory for the customs clearance). Moreover, DHL will ask you to pay during the delivery some clearance fees if the products value exceeds 15.000 RUB (around 1.100 RUB of fees if the products value is lower than 75.000 RUB, above, 3.100 RUB of fees).

You will not pay duties if the product values of the goods you imported during the month is lower than 500€ and the total weight less than 25 Kgs. If you imported more than 500€ during the month, you will have to pay some duties directly to the Russian customs (the rate for the duties is 30% of the products value)

Finally, products composed of materials protected by the Washington Convention (leatherwear and fur) will be shipped with CITES certificate

Order tracking

Can I track the delivery of my order?

You can follow the status of the preparation and delivery of your order by connecting to the section My Orders in your account.

Can I change or cancel my order after I have placed it?

The contents of your order are not able to be modified.

Contact us to modify your delivery address or cancel your order. If your order is already in preparation, we will strive to support your request. In the event a cancellation is possible, you will not be debited.

What should I do if I receive a damaged or faulty item in my order?

If you received product that is faulty, incomplete, or different than the order placed, contact our Personal Shopping team within 14 days following reception of the order, providing a photo of the product and description of concerns: we will find a solution together without delay !

Return

Return and refund

Terms

How do I return my order?

Simple and free returns for all purchases within 30 days:

Returns in the European Union

Prepare the package

1. Prepare your package: place the article(s) to return in the original packaging, then adhere the return label (1) on your package on the original label.

Contact us

2. Contact DHL at the number noted on the return guide included in the parcel, and to arrange a pick-up on the date and place of your choice.

OR

Drop off your parcel directly at a DHL Service Point. Check the list of Service Points near you at following links: www.24s.com/en/dhl-collect

OR

Contact us directly at (bonjour@24sevres.com) or call us 24/24 at +33 1 70 37 14 79, we will organize the pick-up of your parcel on the place and date of your choice.

Returns outside the European Union

Select

1.Prepare your parcel: put the your articles you wish to return in the original carton.

  • Fill in the customs return invoice (quantity and total amount returned) in the parcel, date and sign. Slide the customs return invoice inside the provided document pocket
  • Stick the DHL return label over the parcel (masking the previous DHL label)

Return with label

2. Contact DHL at the number noted on the return guide included in the parcel, and to arrange a pick-up on the date and place of your choice.

OR

Drop off your parcel directly at a DHL Service Point. Check the list of Service Points near you at following links: www.24s.com/en/dhl-collect

OR

Contact us directly at (bonjour@24sevres.com) or call us 24/24 at +33 1 70 37 14 79, we will organize the pick-up of your parcel on the place and date of your choice.

Important information

Items must be returned unworn and unused (this includes washing) with all 24S and designer tags still attached, including the 24S security label. Briefs, swimwear, bikini bottoms should be tried on over underwear and returns will be accepted if products fulfill conditions outlined above. For reasons of hygiene, returns may be rejected if the adhesive label has been removed or if the item is stained. In this case, the product will be returned to the customer.

Returns are processed within two working days from receipt at the warehouse, with refunds following shortly thereafter.

Quality assurance check will take place before all refunds are process. The returns which do not fulfill the conditions outlined above will be rejected and sent back to the customer.

(1) Orders containing beauty products that could be inflammable do not contain return labels inside the parcel. Please Contact us for more information on our return policy on these specific products.
  • Returns of beauty products are authorized from: Germany, Austria, Belgium, Bulgaria, Croatia, Denmark, Spain, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, Norway, Netherlands, Poland, Portugal, Czech Republic, Romania, United-Kingdom, Slovakia, Sweden, Switzerland: please contact us, we will send you the needed documents and instructions.
  • Returns of beauty products from other countries are not authorized for safety reasons linked to air transport.

  • Particular cases:

    - Returns from United States for an order over 2.500 USD: the client will have to send us an autorisation letter in order to proceed with american customs formalities.

    - Returns from China: Our local customs agent will contact you in case of returns of products over 5.000 RMB

Can I return my order directly to Le Bon Marché?

Click and collect

We offer our customers a free return service at “L’Instant Click & Collect” in Le Bon Marché, applicable to all orders placed on 24S.

If you received product that is faulty, incomplete, or different than the order placed, contact our Personal Shopping team within 30 days following reception of the order, providing a photo of the product and description of concerns: we will find a solution together without delay !

What precautions should I take when trying on your products?

Clothes
Clothing

Try your products with care. The products must be returned new, without wear or use, with original tags of 24S and the brand attached, notably the security thread of 24S.

Leather goods
Leather Goods

Handle the protective wrapping with caution if you are not certain of keeping your purchase. Pay special attention to the dark clothes that can run on clear leather.

Shoes
Shoes

Try shoes on carpet or rugs to prevent damaging the soles. The shoes must be returned in their original state and original box. The protection film placed on the bottom of the shoe must not be removed.

Lingerie
Lingerie

Try on lingerie without removing the hygiene protection. Returns will not be accepted if the hygiene protection is removed.

Beauty
Beauty

Beauty products must be returned unused, unopened, and in their original packaging. Some orders of specific beauty products do not contain return label. Please Contact us for more information on our return policy on these specific products.

Can I exchange an item instead of returning it?

To place an exchange, we invite you to:

Return

1. Return the product you do not wish to keep for a full refund, ensuring all products comply with the return policy, then

Phone

2. Order the desired replacement product.

Can I exchange a gift?

If you wish to return a gift, contact us by email or telephone to organise with you the day and place of pick up. The refund will be provided to the person via the method of payment used to purchase the product.

Refund

How can I get a refund and how long does it take?

We are happy to offer a refund for products compliant to the Refund Policy.

You will have received an email confirming the product(s) you would like to return, with “Refund” appearing over the image of the selected product(s).

We will refund the total amount of the product on the original method of payment, including taxes and duties.

The refund can only be provided to the person who placed the original order via the method of payment used. The refund will be processed under 15 working days by your bank. The variation in time to complete the process is reliant on your card services and we unfortunately are not able to influence this timing.

Will taxes and duties be refunded?

We offer free returns. The delivery fees will be refunded in case of return of all articles. Taxes and duties are refunded for returned items articles.