FAQs

MY ACCOUNT

I want to create a customer account

Click at the top right on “Account”, then click on “create an account”, then enter your email address under “Create your account”, and let yourself be guided.

Remember to complete the data about you in “Your personal information” and check the “subscribe to the newsletter” box to receive our latest news and information about private sales in advance.

I forgot my password

Don't panic! Click on “Forgot password,” then enter the email with which you created your account, and click on “Recover.”

A reset email will be sent to you, click on the link to confirm that you want to reset your password.

I want to change my personal information

It is possible to modify your delivery and billing addresses. To do this: enter “My Account” then right column “Account details.”

I would like to see my order history

How can I unsubscribe from the newsletter?

You can unsubscribe from all of our newsletters by clicking on the “unsubscribe” link found at the bottom of all of our newsletters.

PRODUCT

I saw an item in your Atelier-Showroom, but it is not available on the site?

The selection offered at the atelier or on the e-boutique is not strictly the same, it is possible that the item you have seen is not presented on the site for many reasons: unique piece, fragile, exclusive collection, etc. We invite you to contact us so that we can study your request together.

How do I know my size for Laure de Sagazan?

You can consult our measurement scale, accessible on each page where the choice of size is necessary. If in doubt, we invite you to contact us via the contact form so that we can advise you and possibly make an appointment for a fitting at the Atelier Laure de Sagazan located at 102 rue du Faubourg Poissonnière, Paris 10th.

How do I know my Détours size?

You will find our children's size guide here.

Can we make alterations at the atelier after an online purchase?

Online purchases cannot be altered at Atelier Laure de Sagazan. We advise you to contact a specialized seamstress or tailor.

ORDER

I want to add an item to the cart

To add a product to your basket, go to the page of the desired product. Select the size and/or color and quantity you want then click on the “Add to cart” button. After adding a product to your basket, you have the choice between continuing your shopping or validating your basket.

The item I'm looking for is out of stock, will it come back?

In order to maintain an exclusive character to the collections, certain pieces are in limited series. However, it may be that the return of certain parts has not yet been recorded, which is why we invite you to come back later or refresh your page. In addition, do not hesitate to contact us for more information on the part you are looking for, we will do our best to satisfy your request.

I want to remove an item from my cart

To remove an item from your cart, simply click on “Basket” then use the “delete” button or the small trash can icon.

I would like to modify or cancel my order

Although we always try to be as flexible as possible, it is not always possible to add, remove or change designs to your original order. However, if your order has just been placed, you can always submit your request to us at the email address: e-boutique@lauredesagazan.fr (for all Laure de Sagazan orders) or hello@detours-lauredesagazan.fr (for all Detours command). We will try to help you as much as possible!

When will my order be prepared?

We process your orders daily. They are therefore prepared and shipped within 24 to 48 hours, if stock is available. In the case where it is a “made to order” part, and as indicated on the product sheet, the part is scheduled for production and shipped as soon as it is ready. The manufacturing and shipping time is specified on the product page. It takes up to 6 weeks for a civil wedding dress and up to 2 weeks for Détours pieces.

How do pre-orders work?

In order to fight against textile waste, some of our capsules are available for pre-order. This allows us to better control the match between parts ordered and quantities produced.

So, when a garment is offered for pre-order, you are purchasing a piece that is not yet produced. Your commitment allows you to pay less, because we cut back on our margin to thank you for playing the game. On your part, this requires a little effort of patience and understanding, but we make a point of maintaining reasonable deadlines.

All information relating to delivery time is clearly stated in the product sheets, and highlighted when validating your basket!

PAYMENT

What payment methods can I use?

We offer several payment methods on our e-store:

Bank card (Visa, Mastercard)
Paypal
Alma (payment in 3 installments)
Gift card

In what currencies can I pay?

The currencies accepted for your online purchases are the Euro and the USD.

Why is my payment declined?

In the event of payment refusal, we invite you to contact your bank.

Is payment by credit card secure?

We do not keep any banking information. Payment is made via the Shopify payment platform through the ultra-secure 3D Secure system.

DELIVERY

What is the delivery area?

This store delivers worldwide. Delivery costs vary depending on the country of destination, the costs are calculated when placing the order according to the delivery address and before validation of the order.

What are the shipping fees ?

In France, delivery costs are free from 100€ of purchases.

The delivery costs applied for France for purchases below 100€ and for other destinations can be found below:

Colissimo Point Relais Pick-UP in France: €4.95
Colissimo without signature in France: €5.95
Colissimo with signature in France: €6.95
Colissimo without signature EU zone 1 (Belgium): €8
Colissimo without signature EU zone 3 (Switzerland): €11
Colissimo with EU zone 1 signature (Belgium, Germany): €9
Colissimo with EU zone 2 signature (Italy, UK, Spain): €10
Colissimo with EU zone 3 signature (Switzerland and other countries): €12
Colissimo with EU zone 5 signature (United States, China, other countries): €32

Free shipping

We offer free delivery on all orders over €100 of purchases in France only.

Click & Collect

For Parisian customers, you can collect your order in our showroom at the following address:

Laure de Sagazan workshop

102 rue du Faubourg Poissonnière

75010 Paris

Tel: 01.83.56.20.33

We are open Monday to Thursday, from 9:30 a.m. to 6:30 p.m., and Friday from 9:30 a.m. to 5:30 p.m. Do not hesitate to inform us by email at e-boutique@lauredesagan.fr or hello@detours-lauredesagazan.fr of your visit!

I would like to change my delivery address after my order

Unfortunately, it is not possible to change your delivery address on our site. However, you can try to contact us by email within a few minutes of your order to request a modification!

How can I track my order?

You can track your order using the emails you receive throughout the preparation and shipping of your order. To track the shipment of your order, the carrier's tracking number and link can be found in the "Shipping of your order" email.

I have not received my package or encountered a problem with my delivery

You can contact colissimo services directly via the tracking link you received in the “Shipping of your order” email or contact us at the following address: e-boutique@lauredesagazan.fr

My package is lost

If your package seems lost, we invite you to contact us on e-boutique@lauredesagazan.fr or hello@detours-lauredesagazan.fr . We will try to clarify this matter!

My package has been returned to sender

If, unfortunately, your package has been returned to us, your order will be refunded within 14 days as soon as we have received the return package, and the parts will be put back into stock.

If you still wish to order these parts, we invite you to reorder and to carefully check the delivery address you enter.

EXCHANGE AND REFUND

Return conditions

You have 14 days after receipt of your order to request a return.

Returned items must not have been worn, washed, or altered in any way. They must be returned in their original packaging, and include all labeling.

Given the nature of these items, unless they arrive damaged or defective, we will not be able to accept returns for:

Custom or personalized orders
Intimate items such as lingerie (for health/hygiene reasons)
Earrings (for health/hygiene reasons)

I would like to exchange or return an item. How to do ?

BACK :

You have the option of returning your items to us by post (return costs are your responsibility).

You must first inform us of your intention to return all or part of your order within 14 days after receipt of your order , by writing to us by email at the address e-boutique@lauredesagazan.fr or at the address hello@detours-lauredesagazan.fr.

Items must be returned intact, in their original packaging, with the words “Return” or “Exchange” accompanying the product, within 14 days to the following address:

LAURE DE SAGAZAN
102, RUE DU FAUBOURG POISSONNIERE
75010 PARIS

We will then reimburse the price of the product(s) purchased as well as the delivery costs within 14 days after receipt of your return package.

EXCHANGE :

Unfortunately, it is not technically possible to make exchanges. Therefore, you must return your order or product and reorder. Return costs are your responsibility. You can then place a new order on our e-store.

My product has a defect or is not the one ordered

e-boutique@lauredesagazan.fr or hello@detours-lauredesagzan.fr

Are the return costs my responsibility?

Return costs are your responsibility, except for products presenting a defect, or not conforming to the order, cases for which we will organize ourselves and at our expense the recovery of the items concerned.

What is the repayment period?

Once we receive the item(s) you wish to return, we will issue your refund within a maximum of 14 days after receiving the return. Please note that it may take up to 3-5 business days to be credited back to your account.