How do I return an item?

 

If you aren’t completely satisfied with your order, you have 15 days to send it back.

You have an account

You can see your current or past orders at any time by signing in to your account (« My account » - at the top left of your screen).

Once you’ve signed in, hover your mouse over « my account », and you can click directly on « my orders » or access your « dashboard » then click on « see my returns » in the grey « my orders » box.

  • Select the order you’d like to return
  • Note the product(s) you’d like to return
  • Select the reason for the return
  • Validate your return
  • Print your return form
  • Print your DHL return label
  • Schedule your pickup with DHL with the Waybill number on the DHL return label
  • Validate on the DHL framework.

 

You don’t have an account

If you have placed an order as a guest, you can download a return form by clicking on the following link: download a return form. You must complete the form by hand.

For a free return, please contact our customer service, they will schedule with you a pick up from DHL.

  • To contact agnès b. customer service:

    • By the contact form here.
    • By telephone: +44 20 3318 8337 from Monday to Friday, 10:00am to 7:00pm and Saturday 10:00am to 5:00pm (Western European Time)

My item is damaged, what should I do?

 

You have 15 days to return faulty items. Following the return, if we confirm that the product is indeed flawed, we will send you a replacement. If your item is no longer in stock, your order will be refunded.

For more information on returns, please read the following: How do I return an item?

To contact agnès b. customer service:

  • By the contact form here.
  • By telephone: +44 20 3318 8337 from Monday to Friday, 10:00am to 7:00pm and Saturday 10:00am to 5:00pm (Western European Time)

The item I received is not the one I ordered, what should I do?

 

If your order is not correct, you have 15 days to send it back.

If the item you ordered is no longer available, your order will be refunded.

For information on returns, please read How do I return an item?

 

To contact agnès b. customer service:

  • By the contact form here.
  • By telephone: +44 20 3318 8337 from Monday to Friday, 10:00am to 7:00pm and Saturday 10:00am to 5:00pm (Western European Time)

Are delivery costs refunded if I have to return an item?

 

If you are partially returning your order:

 - Initial shipping costs are not refunded
 - The return is free

 

If you are fully returning your order: 

- Initial shipping costs are reimbursed 
- The return is free

 

Once your article has been received by our warehouse, you can expect your order to be refunded within 10 business days.

We will send you an email to notify you of your refund. If you have an account, you’ll see this notification there too.

For information on returns, please read: How do I return an item?

To contact agnès b. customer service:

  • By the contact form here.
  • By telephone: +44 20 3318 8337 from Monday to Friday, 10:00am to 7:00pm and Saturday 10:00am to 5:00pm (Western European Time)

If I return an item, when will I be refunded?

 

Once your article has been received by our warehouse, expect 10 days for your order refund to go through.

 You will receive an email informing you of your refund. If you have created an account, this information will also be available in your account (My account).

To contact agnès b. customer service:

  • By the contact form here.
  • By telephone: +44 20 3318 8337 from Monday to Friday, 10:00am to 7:00pm and Saturday 10:00am to 5:00pm (Western European Time)
 
RETURN CONDITIONS

If you are not completely satisfied with your purchase, please note you have 15 days upon receipt to return your order.

If you ordered via your account

1) Log in to your account to select the product you wish to return and select the reason for the return. Save your selection, download the return form and print.
2) Include the printed return form in the parcel. Without it, we will not be able to proceed with your refund or exchange.
3) Use the waybill number to schedule the pick-up with DHL.

If you ordered without an account

Please contact our Customer Service by the contact form here or via phone: +44 20 3318 83 37 from Monday to Friday, 9:00am to 6:00pm and Saturday 9:00am to 4:00pm (London Time). UK landline - no additional cost. Our Customer Service team will be pleased to send you the return form and organize the pick-up for you.

Refund:
The refund amount will be credited back to the payment used during your purchase.
Once your item has been received in our warehouse, please expect 10 days for your order refund to go through.

Exchange:
Exchange is possible only for the same article in a different size or colour, and subject to availability. If item is unavailable; a refund will be processed.

Any return item(s) must be unworn and in the original condition including all packaging and labels.
For more details, please see our FAQ.

Please note our Customer Service is located in France, it will not be available during French national holidays : January 1st, Easter Monday (April), May 1st and May 8th, July 14th, August 15th, November 1st and 11th, December 25th.

 
SHIPPING FEES

DHL - £12
Delivery occurs in 3 business days on average by the shipper.

 
SECURED PAYMENT

Payment 100% secure.

We do not keep any data used for payment on file.
This data is encrypted and secured by a third party company: KOMODO.

We secure our payments to fight against fraud. We operate with the 3D Secure system which adds extra security when buying.

NEW! Your card is not charged until your order has been shipped.

 
AGNèS B. CUSTOMER SERVICE

You can review our FAQ section by clicking on the following link view frequently asked questions.

If you still need assistance please contact our Customer Service Department:
- by the contact form here.
- by telephone: +44 20 3318 83 37  from Monday to Friday, 9:00am to 6:00pm and Saturday 9:00am to 4:00pm (London Time). UK landline – no additional cost.

Our customer service is located in France. Please note that it will not be available during french national holidays: January 1st, Easter Monday (April), May 1st and May 8th, July 14th, August 15th, November 1st and 11th, December 25th.

 

 
E-RESERVATION

Reserve your item online in the store of your choice, visit the store to try and buy!

How does it work?

1. Select the item of choice on www.agnesb.co.uk, select the size and click on "reserve in store". 
2. Select the agnès b. store of your choice.  
3. Within 1 hour, the store confirms the availability of the item by SMS/email.
4. The item is reserved for 48 hours.