Frequently Asked Questions
Account
I’d like to create a customer account

Creating a Laure de Sagazan account is easy :

- Click the « account » icon on the top right of the e-shop homepage

- Enter your email address and confirm by clicking on « Create an account »

- Fill in your details on the required fields of the registration page, and confirm by clicking on « register ».


A confirmation e-mail will be sent to you. Don’t forget to memorize your credentials : they are needed to log in and place an order on the website.

I forgot my password

If you have forgotten your password, click on the ‘Account’ icon in the top right of the e-shop home page, type in your email address, then click the « Forgot your password? » link. You will receive an email with a new password.

If you haven’t received any, try searching your spam/junk email folder or contact us by filling in the contact form.

I’d like to change my password

To change your password, go to the « My Account » > « My personal information » page, and change your passsword on the required field. Please note that you will need your current password to change it.

I’d like to change my personal information

To change your personal information, go to the « My Account » > « My personal information » page, and change the information on the required field.

I’d like to see my order history

To see your order history, go to the « My Account », then click on « order history and details », and you will see the details of all the orders you have placed since your account was created.

Product
I’ve seen an article at your Atelier, but I cannot see it on the website

Not all articles are offered online, for many reasons :

- the style you’ve seen may be part of the main collection (long dresses) , available only by appointment at our atelier or partners showrooms.

- the article may be a unique one

- the article may be too delicate to be sent

Please feel free to contact us via the Contact Forms o that we can consider your request.

How can I know my size ?

You can consult our Size Guide, available on each product page where choosing the size is requested.

If you still have a doubt, we recommend you to get in touch with us through the Contact Form so that we can advise you, or possibly book and appointment for a fitting at the Laure de Sagazan’s Atelier (located in Paris, 102 rue du Faubourg Poissonnière).

 Warning : Appointments are limited, we cannot guaranteed you an absolute availability.

Will I be able to make alterations at Laure de Sagazan’s Atelier following an online order ?

Online purchases cannot be given alterations at Laure de Sagazan’s Atelier. We recommend you to get in touch with specialised alterations workrooms.

Orders
I’d like to add an item to the basket

To add an item to your basket, go to the page of the article you wish. Select the size or color and quantity you want, then click on the « Add to cart » button. After adding the item, you can either go on shopping or confirm your order.

The article I’m looking for is out of stock. Is it coming back ?

To keep exclusivity to our collections, some articles are sold in limited series. However, the return of some items may have not yet been made, so we invite you to come back later or refresh your page.
Besides, feel free to contact us via the Contact form for more details about the article you’re looking for, we will do our best to meet your request.

I’d like to remove an item from my basket

To remove an item from your basket, click on the « basket » icon in the top right of the e-shop home page. You can change the desired quantity by clicking on the + or – sign, or remove the item by clicking on the bin icon.

I’d like to change/cancel my order

BEFORE PAYMENT : click on the « basket » icon in the top right of the e-shop home page. You can change the desired quantity by clicking on the + or – sign, or remove the item by clicking on the bin icon.

AFTER PAYMENT :please contact us through the Contact Form.

When will you prepare my order ?

We handle your orders daily. They are prepared and dispatched within 24h to 48h, if the item is available.

Otherwise, as mentioned on the product page, the style is planned for sewing and sent once it is ready.

Payment
What payment methods can I use to pay for my order ?

You can pay for your order via:

- Credit/Debit Card (CB, Eurocard, Mastercard et Visa) : you may be debited within one week after confirming the order.

- Paypal : you can either pay directly on your Paypal account, or by credit card using the paypal platform. Once your paypal payment is approved, you’ll be able to complete your order on the website.

- Other payment methods and payments in instalments are not allowed on our website.

What currencies can I use to pay for my order?

For now, you can pay using euros only.

What can I do if the payment for my order is declined ?

Check the card details on your Laure de Sagazan account to make sure the information is correct, e.g. the expiry date, card type or your billing address.

Make sure you enter the security code correctly - that's the three digit number on the back of your card.

Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them.

If you've checked all of the above, try paying with another or contact us through the contact form. Our team will be delighted to help you.

Is the payment secured ?

We never keep any of your bank account details. Transactions on our website are handled by a secure payment platform managed by our partner, SEOGENACTIF. Any payments you make on our site are totally secure.

Delivery
Do you ship worldwide ?

Absolutly. Laure de Sagazan can ship worldwide.

For orders being shipped outside the European Union, please contact us through the Contact Form so that we can provide you a quotation of shipping costs.

How much is shipping ?

Shipping cost is 8€ for France and 15€ for European Union. For deliveries outside the European Union, please contact us through the Contact Form so that we can provide you a quotation of shipping costs.

Besides, for a shipping to DOM-TOM or any country outside the European Union : all prices mentioned exclude taxes. In that case, the order may be submitted to custom duty and other taxes that will be charged to you when getting the package. Please check with competent authorities of the country of delivery.

What is delivery time ?

We handle your orders daily. They are prepared and dispatched within 24h to 48h, unless otherwise indicated on the product page for articles made on order.

The parcels are delivered by our partner Dragonet, through DHL, Chronopost, Fedex or UPS within a 24h to 48h delivery time for France and the European Union (Saturday, Sunday, and bank holidays excluded). For countries outside the European Union, please contact us via our Contact Form.

I’d like to change my delivery address after confirming my order

To change your delivery address after paying, please contact us via our Contact Form. Be sure to provide us the complete address so that the deliverer can get to your home : floor, entry code, mail and phone number.

Can I track my parcel?

Great care is taken for each shipment and has a tracking number. Once your order has been sent, you will receive an email with a tracking number, which you can use to track your order. Then go to Dragonet platform . In case you encounter any problem on that platform, you can send an email to Dragonet (suivi@dragonet.fr) who will follow-up your delivery.

If you haven’t received any, try searching your spam/junk email folder or contact us by filling in the contact form.

 

You can also follow your order on the ‘My Account/My Orders’ page: Received / Being prepared/Shipped

I was away during delivery and haven’t received the parcel

In case you are away during delivery, the delivery man will let a transit advice note, and come back the day after. Besides, the local delivery service phone number is mentioned on the document. If you cannot manage to reach them, you can send an email to Dragonet (suivi@dragonet.fr) who will follow-up your delivery.

My order hasn’t arrived or parcel is damaged

In case you encounter any problem during delivery, take note of you tracking number that was given to you following the confirmation of your order, and send an e-mail to to Dragonet (suivi@dragonet.fr) who will follow-up your delivery.

If during delivery the outer carton is damaged, torn, opened, please check the condition of the articles. If they have been damaged, you must refuse the parcel on receipt, and mention on the packing slip « parcel refused because opened or damaged ». Then confirm this to the transporter by registered letter with recorded delivery within 2 days following the receipt. For further details, please refer to the General Terms of Sale.

Returns and refund
I did receive my order. I’d like to change or return an article.

You have a period of 14 days after you receive your order in which to return your purchases for a full refund or credit note. Please be aware that any purchases with the label missing cannot be returned.

You should first make a request to return an order, sending us by email (e-boutique@lauredesagazan.fr) the withdrawal form available on the GTC section, or by registered letter with recorded delivery at LDS PARIS, 102 rue du Faubourg Poissonnière 75010 Paris (France).

The articles must be sent back within 14 days in perfect conditions and in their original package, with the mention « Return «  at the following address:

LAURE DE SAGAZAN
102, RUE DU FAUBOURG POISSONNIERE
75010 PARIS (France)

You will be refund of the amount of the returned items, as well as the delivery cost. The return costs are at your own charge.

Then you will be able to proceed to a new order on our website.

My item has a small defect or is not the one I ordered.

Handmade by our seamstresses in Paris or by skillful artisans in France or Europe, every item has subtle differences in finish, colour and appearance. It is made with the highest fidelity to the article offered on our e-shop but cannot be strictly the same for those reasons.

 We invite you to check the order upon receipt : in case of defect on a product, or non compliance, we invite you to leave us your request through the Contact Form or by email (e-boutique@lauredesagazan.fr) no later than the day after reception : please mention all order details and include photographs.

We will set up the return of your item using our own transporter. The defective or non-compliance articles must be sent back in perfect conditions and in their original package, with the mention « Return » on it.

As soon as we receive the items, we will be shipping the replacing product, within the limits of stocks available. In case of running out of stock, we will proceed to refund you.

Are the return costs at my own charge ?

The return costs are at your own charge, with the exception of products presenting a defect or non-compliance : in that case we will set up the return of the articles at our charge.

What is the refund duration ?

As from the parcel reception date, it can take up to 14 days for you to be refund.

In case of delay in reimbursement, feel free ton contact us using Contact Form.