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Brexit informations
Updated 30/12/2020

Dear customer,

In accordance with government directives, our stores in London are closed until further notice.
Also, due to the current situation at the U.K. borders, we are unable to ensure delivery at the moment. You can still place an order but please allow about 3 weeks to receive it. We apologize for these delays in processing and we offer you free shipping for all orders until Sunday, January 24.
We’ll keep you updated as soon as possible.

For more information on your past or current orders, we invite you to consult our FAQ. If necessary, our customer service remains available at: +44 20 3318 83 37 from Monday to Friday from 9 am to 6 pm and Saturday 9 am to 4 pm (GMT), or via our contact form.

Thank you very much for your continued support and we will see you back very soon. Take good care of yourself!

The agnès b. team

Can I still place an order on the website?
It is possible for you to place an order. However, due to the current situation at U.K. borders, orders will be shipped with an extended delivery delay (approximately 3 weeks). We apologize for these delays in processing, that’s why we are offering free shipping until January 24th. It’s the time for us to review our process to include the documents requested by customs.
Please note that the amount of your purchase will be immediately taken from your account. In case of cancellation or missing item during the preparation of the order, you will be refunded.

What are the sanitary measures taken in your warehouse ?
Please be assured that your health, the health of our teams and that of all our external parties involved remain our priority.
We adapt our entire organisation to the Government recommended health and safety measures, in order to guarantee the well-being of our employees on the one hand, but also to ensure that your orders are processed in the strictest compliance with the health standards in force.

What delivery method is available? How soon will I receive my order?
Your orders are shipped by DHL delivery to your home but delivery times are extended.
The preparation of your orders and the delivery to the transporter will take within 3 weeks.
If you are unsure of where your package is located, you can click on the tracking link in your shipping email. If necessary, our customer service remains available to help you.

How can I return a piece purchased online? How soon will I be reimbursed?
Returns are temporarily suspended but don't worry, our return periods have been extended. Please wait about 2 or 3 weeks to send your return, as due to the Brexit, parcels may be forwarded to the sender customers because they would not have the customs documents. We’re currently working a solution to let you send back your parcel in our warehouse with no issue. We’ll keep you updated.

I've just placed an order but I've changed my mind, can I change my delivery method, modify an item or cancel my order?
Unfortunately, we cannot modify your order once it has been confirmed. This also applies to the delivery method as well as a change in size, colour or quantity. If you wish to modify your order, we will have to cancel it. Order cancellation is possible as long as it has not been dispatched. To do this, we invite you to contact customer service and give your name and order number.
You will then be reimbursed within an average of 15 working days and you can place a new order.

Can I go in store?
In accordance with government directives, our London stores will close from Saturday, December 19 until further notice.

Can I still collect items from a store?
Due to the current situation, our stores are closed until further notice. Therefore, unfortunately we are unable to honour your pick-up in store requests or prepare your orders for collection from stores.

How can I exchange an item bought in a store?
Don't worry, our return periods have been extended to one month after the reopening of our stores. All items purchased since December 1, which are unworn and unwashed, with their brand label and composition label intact, may be exchanged or a credit note issued with original proof of purchase.

How can I collect a piece left in a store for alteration?
Rest assured, our team will contact you as soon as the stores reopen so that you can collect your item.

I have a credit note or gift voucher that expires between December and January, will I lose it?
All credit and gift vouchers with an expiry date between December 1 and January 31 will be extended until the end of February, 2021.

Who should I contact if I have a question?
Our customer service remains available to answer your questions at: +44 20 3318 83 37 from Monday to Friday from 9 am to 6 pm and Saturday 9 am to 4 pm (GMT), or via our contact form.