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FAQ

BROWSING

I am having problems placing an order

If you encounter difficulties placing an order or confirming payment, here are two tips to try: if you are using a mobile or tablet, switch to a desktop or laptop to finalise your transaction, as a bug may be causing the problem. If you are already on a desktop or laptop, try using a different browser (Chrome, Firefox, IE, Safari, etc.). Remember that you will not be charged for an order which cannot be confirmed due to a payment error.

If you still cannot manage to place the order on the internet, you can place the order by phone on +33 (0)1 47 48 95 90, provided one of our operators is available.

I cannot find a particular item

The Christian Lacroix website aims to provide an immersive experience allowing the user to explore the brand. Not all our products are currently listed on the site, therefore the collection page will not always link to product information pages. We apologise for any frustration caused and are doing everything to ensure that in the long term the Christian Lacroix website lists all of the House’s products.

The fashion collections (menswear and accessories) follow the French fashion calendar. There are two collections per year – spring/summer and autumn/winter. The sales period will be as stipulated by French legislation. Some collections may be previewed online on our website before they are available in store and others may be exclusively developed to be sold on the site.

The breadth of the range of Christian Lacroix products and the House’s business model prevent us from listing all products available for sale through our international network of stockists (more than 5,500 points of sale).
You can use our Store Locator section to help you find the nearest point of sale to you.

 

PRODUCTS

Do the prices of products include taxes when I place an order?

Taxes and customs duties may be applied at the checkout depending on your destination country.

Prices are displayed inclusive of taxes when taxes are applicable.

A currency selector at the top right of the page displays the products in any of the following currencies: €, $ or £. These currencies depend on the current exchange rate and are indicative only, as all transactions and billing will be in euros (€).

When will out-of-stock products be available again?

If the selected product is out of stock, a message alerts the user that it is unavailable.

The “add to basket” button is replaced by a “Create an alert” button which allows the user to be alerted by email when the product is back in stock.

If the user is logged in, clicking this button displays a message confirming that the user will receive a stock alert. If the user is not logged in, the page redirects to the log-in page.

How can I obtain more information on a product?

All product information pages give a detailed product description and technical characteristics of the product.

For any further information, please contact our customer services by phone on +33 (0)1 47 48 95 90 or by email via the contact form in the Contact section.

 

ORDERS

How do I know if you have received my order?

When payment is accepted, you will be redirected to an order confirmation page. Within a few minutes, you will also receive a confirmation email containing the details of your order. If you do not receive the confirmation email, contact our customer services.

You will be sent a second email when the order has been dispatched.

You will only be charged if the order can be fulfilled. If a product is out of stock or payment is declined, you will be alerted by email. You will not be charged in this case.

How can I change/cancel my order?

You can change or cancel your order before payment is made.

After you have paid, your order will be difficult to change, as an order is processed immediately after it is confirmed. You can also try contacting our customer services via the contact form.

When will I receive my order?

We process orders on a daily basis. Each order is prepared in our warehouses then dispatched within 24 to 48 hours, provided the items are in stock. Please allow around 2 to 3 days from dispatch for delivery. If you have still not received anything after 10 days, please contact our customer services on +33 (0)1 47 48 95 90 or using the contact form in the Contact section.

Items are delivered by DHL to the address provided by the customer.

DHL sends a text message when it receives the package and on the day of delivery. If the recipient is not at the address provided, the order is taken to the nearest DHL office. In this case, a missed delivery card is posted through the recipient’s letter box giving details of how to contact DHL and schedule a new delivery date.

Can I change my delivery address?

It is not possible to change the delivery address once the order has been confirmed.

How can I track my order?

You can track your order in the “My orders” section of your account. A tracking number is also provided by email when your order is dispatched.

How can I access my order history?

To access your order history, log in to your e-shop customer account. It will not be possible to access your history if you have not created an account. To create an account, click here:

I would like to place a large order. What should I do?

You can add a maximum of 5 items with the same product reference number to your basket. If you would like to order more than 5 items with the same product reference number, you can place another order. If you would like to place a larger order, please contact our customer services on +33 (0)1 47 48 95 90 or using the contact form in the Contact section.

 

DELIVERY

What is the delivery policy?

We use DHL express delivery. Please allow around 2 to 3 working days from dispatch for delivery. For delivery charges, please see our list of delivery charges in the General Conditions of Sale (GCS) and on our Shipping and Returns page.

Which countries can you deliver to?

Zone 1, Metropolitan France

Zone 2, European Union countries, i.e. Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the United Kingdom, plus Norway.

Zone 3, United States and Canada 

Zone 4, the rest of the world: Andorra, Argentina, Australia, Azerbaijan, Bahrain, Brazil, Brunei, Chile, China, Colombia, Egypt, Guadeloupe, Guernsey, Hong Kong, India, Indonesia, Ireland, Isle of Man, Israel, Ivory Coast, Jordan, Kenya, Kuwait, Lebanon, Maldives, Martinique, Mauritius, Mexico, Morocco, New Zealand, Niger, Oman, Philippines, Puerto Rico, Qatar, Réunion, Russia, Saudi Arabia, Senegal, Singapore, South Africa, South Korea, Switzerland, Taiwan, Thailand, Turkey, UAE, Ukraine.

 

RETURNS

What is the returns policy?

Returns must be made within 14 days of delivery. The product must be returned in the condition it was received, with its original packaging and label.

We will send you a prepaid returns label by email if the return is deemed valid.

Returns are free in France and European Union countries. For returns in Zone 3 (United States and Canada) and Zone 4 (rest of the world – see the above list), the sums of €10 and €12 respectively will be deducted from your refund.

To return your product, follow these steps:

  • Contact our customer services via the contact form, explaining the reasons for the return request.
  • Our customer services will inform our logistics centre which will generate a returns label which you will receive by email.
  • Stick your returns label directly to the package.
  • The carrier will be alerted of the request for collection when the return documents are generated. Collection will be at least two days from the return request. There is no collection at weekends. If a return request is made on Friday, collection will be on Monday at the earliest.
  • You will be offered a collection time slot (morning between 10 a.m. and noon or afternoon between noon and 5 p.m.). These time slots cannot be changed.

You can contact the carrier if you would like to change the collection request initially scheduled. The carrier no. and the return reference number will be provided in the email received with the return documents.

If a product is faulty, you will receive a full refund.

 

REFUNDS

Why have I still not received my refund?

Please allow 7 to 10 days on average for the refund to appear in your account.

Your bank may be able to provide you with information. The time it takes your refund to arrive may depend on your bank.

If you have still not received your refund, please contact our customer services on

+33 (0)1 47 48 95 90 or using the contact form in the Contact section.

 

PAYMENT

Which payment methods can I use?

We accept the following payment methods: VISA, MASTERCARD, MAESTRO, CARTE BLEUE and AMEX.

Is payment secure? Are my bank details stored?

All your data is secured using the HTTPS payments system via the HiPay payment platform.

No bank information is stored on our site. Your bank details are entered directly on the secure server of our technical and financial partner, HiPay. The bank information you provide is encrypted on your own computer and does not circulate unencrypted on the internet.

Why has my account been charged twice?

If shipping charges apply, these will be charged separately from the products ordered. This does not change the total price of the order.

 

MY ACCOUNT

How do I create an account?

Click the “My account” tab at the top right of the page. You will be given the option of creating an account. Please complete all the fields required to create an account.

I have lost my password.

When you click on “My account”, you will see a “Forgot password” prompt.

Click on this link and follow the instructions.

 

NEWSLETTER

How do I sign up to receive the latest news from the House of Christian Lacroix?

You can sign up to the House of Christian Lacroix newsletter by entering your email address in the field marked NEWSLETTER at the bottom right of the site or in the “My account” section.

You can unsubscribe from the newsletter using the link found on all the newsletters or via your account.