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FREQUENTLY ASKED QUESTIONS

 

I AM NOT SURE ABOUT RETURNS?

We do not provide Returns on all collections, currently Returns are only offered on limited categories as listed below;

For Pret-A-Porter/Sweatshirts, Caps and T-shirts collections: BIEN SUR! PRET A PORTER does not offer returns on sweatshirts, caps or tshirts ordered on this site BIEN-SUR-PRETAPORTER.COM. As specified here an order placed for any item(s) in this category begins fulfillment once we receive your order payment confirmation. This type of product is also known as print on demand. Due to POD ‘made on order’ all orders placed in this category are final sale which means they are non-returnable, non-refundable. Sweatshirts, Caps and T Shirts are from industry standard supply and sizing is clearly detailed on each product page. Sizing, quality and care instructions are detailed each product page as well as on the garment itself. Sizing is based on industry standards of S,M, L, sizing is provided in inches and centimetres in the sizing link, more can be found under Sizing>Product Measurements > Measure yourself.  View Returns & Refunds for more.

For all Pret-A-Porter/Pillow Clutch Bags & Hand-Held Bags: BIEN SUR! PRET A PORTERPRET A PORTER ARTISTIC PROJECTS currently does offer returns on items ordered from the ‘pillow clutch bag/hand-held bags’ category. We cannot provide free returns at present. If a client wishes to return an item ordered from this category, except as otherwise provided herein, any and all costs associated with your Return from this category, shall be borne solely by the Buyer also termed as the customer/client. The client may know more on how to do this at the order processing stage or at the product description detail when placing their order. How to return your item is also provided in the order delivery box. We encourage our clients to ensure they are aware of the returns process for all Pillow Clutch Bags & Hand-Held Bags prior to placing any orders.  Any sizing information is specified on the individual product page. View Returns & Refunds for more.

For Pret-A-Porter/Objects-TranscriptMugs: BIEN SUR! PRET A PORTER does not offer returns on items/collections ordered from this category – objects-transcriptmugs. As specified here an order placed for any item(s) in this category begins fulfillment once we receive your order payment confirmation. This type of product is also known as print on demand. Due to POD ‘made on order’ all orders placed in this category are final sale which means they are non-returnable, non-refundable. Any sizing information is specified on the individual product page. View Returns & Refunds for more.

Our client care is dedicated to ensuring your orders reach you on time and as promised.

For any questions on the Returns section please contact us via email on: customer.care@bien-sur-pretaporter.com we aim to respond within 24-48 hours.

 

HOW DO I REPORT A PROBLEM WITH MY ORDER?

You can email us at customer.care@bien-sur-pretaporter.com it is rare that an item would be sent to you damaged or defective as all orders go through a quality check prior to shipping, however, on rare occasion if an item is received as damaged or defective please contact us via email within 24-48 hours after your order has been received. Please ensure you include; 

(1) a photo to be submitted with your problem report

(2) your full name

(3) your order number and a brief description of the issue, only after we receive the required information can we begin the next steps of a reshipment (where applicable).

Please include photos with your initial problem report to avoid delays. Once we receive and review your email, if a reshipment for the damaged or defective item is just and applicable it will be sent to you free of cost and we will notify you via the email address registered to your initial order. Please note it is advisable to email us using the original email address that you placed your order with to avoid any delays. Note: you have up to 30 days to submit your email from the day you received your order for damaged or defective item, we cannot accept any emails after 30 days. Any items damaged due to customer use (wear and tear) cannot be replaced, returned or refunded. 

WHAT IF THE PRODUCT IS DAMAGED IN TRANSIT?