Can I cancel my order?
No order cancellation is possible once
this confirmed. You will however be able to proceed with a
return when it has been delivered.
I haven't received an order confirmation: what should I do?
First check your spam or junk folder, sometimes the confirmation lands there.
If this is not the case, please contact us at our email address: couturescy@gmail.com
Can I change my shipping address after the order has been placed?
Unfortunately, you cannot change your shipping address once it has been confirmed because we automatically transmit the data to the carrier.
You will receive track and trace information via the email address you provided. Please use this information to collect your package promptly after delivery or change your delivery address to a designated pickup location.
When will I receive my order?
Orders are processed within 10-20 business days (excluding Sundays and Mondays). Once processing is complete, your order is shipped. You will receive a shipping confirmation email and your package's tracking number. You can then track your package at any time.
How can I return my order?
We have a return policy on our website.
Can I exchange my item?
Given the artisanal nature of our work and the fact that we make them to order, exchanges are not accepted, except in the event of an error on our part or a proven defect.
Please read the descriptions carefully and ask us any questions before ordering.
What payment methods can I use?
On our website, you can pay by credit card, PayPal or Apple Pay.
I returned an order but I haven't received a refund: what should I do?
Refunds are made once the returned order has been received and validated.
The transfer to your bank account may take several days depending on the different banks.
My order has been shipped, but I haven't received it yet. What should I do?
Once the package is entrusted to the carrier, the delivery time no longer depends on us.
Check your tracking number. If there is a blockage or delay, contact the carrier first, then us if necessary.
My package is late / I haven't received it. What should I do?
Once your order has been shipped, you will be sent a tracking number.
The tracking information should be consulted as a priority. In the event of a delay or lack of updates, we recommend contacting the carrier directly.
We are not responsible for postal delays or delivery disruptions once the package has been handed over to the carrier.
The package was declared delivered, but I have not received it.
If the tracking says “delivered” but you haven’t received anything:
- Check with your neighbors or caretaker.
- Contact the carrier promptly with your tracking number.
- If necessary, contact us, but note that only the post office or the carrier can open an investigation.
We cannot refund or return an order declared delivered without proof of logistical error.
The package arrived damaged / the product is damaged, what should I do?
Please contact us within 48 hours with:
– photos of the package and the damaged product
– the order number
We will review the situation and see if recourse is possible with the carrier.
Shipping damage is beyond our control, but we will help you find a solution if possible.
The carrier is asking me for additional costs upon delivery (customs, etc.), is this normal?
For orders outside of France, customs fees or taxes may apply, depending on the regulations of the receiving country.
These fees are the customer's responsibility and are not our store's responsibility. Please check your country's import regulations before ordering.
I sent a message on Instagram, but I didn't get a response. Why?
Instagram is not an official customer service channel.
There are a lot of DMs and it is difficult to guarantee a quick response or to properly follow up on each request.
For any questions related to an order, a product, a delay or a specific problem, please write only to: couturescy@gmail.com
FABRIC, CARE & OTHER
The fabric has torn or developed holes after a few uses. Is this normal?
No, this is not normal in normal use. However, our fabrics (double gauze, bamboo poplin, cotton, etc.) are natural, lightweight, and delicate materials, chosen for their comfort and aesthetics.
If the garment is subjected to friction, snagging (furniture, floors, jewelry, etc.) or sudden movements, this can quickly damage it.
Remember to carefully read the usage instructions on each product sheet. Premature wear due to improper handling cannot be considered a manufacturing defect.
The fabric is very thin/a little transparent. Is it meant to be that way?
Yes, everything is specified in the description.
Some fabrics like bamboo poplin or cotton gauze are intentionally light, airy and fluid, perfect for summer.
The fabric may sometimes require a lining or neutral undergarments for some people, depending on their sensitivity to transparency. When this is the case, we specify it.
The fabric wrinkles quickly. Is this a defect?
No, quite the opposite! Natural fabrics like cotton gauze or linen crease naturally, which is what gives them their charm and authenticity.
If you prefer a smoother finish, a light steam or gentle ironing is sufficient.
The fabric is light, I find it a little transparent. Is this a defect?
No, this is not a defect. Light fabrics (beige, off-white, linen, etc.) are naturally a little more transparent than dark fabrics, especially when they are lightweight like double gauze, cotton, or bamboo.
We take care to offer a fabric that is opaque enough for everyday use, and when a model is lined, this is specified in the product sheet.
For greater comfort, we recommend wearing neutral or flesh-colored underwear, as with any light-colored clothing.
Can I machine wash my pieces?
Yes, but only at 30-40°C maximum depending on the different models (see product sheet), with a gentle spin cycle and without a tumble dryer.
Tumble drying is prohibited , as it can alter the shape, texture or weaken the fibers. All care instructions are indicated on the product sheet.
The dress/skirt is too straight / I can't take big steps in it. Is this a flaw?
Not at all. Our styles are sometimes designed with a straight cut to offer a fluid, elegant, and modest fall.
This cut naturally limits excessive movement. This is specified in the product sheet. If you're looking for a dress more suited to brisk walking or with more ease, we recommend a flared style.
Why is the price higher than in other stores?
Each piece is handmade in France, with certified natural materials, in small series, without mass production.
This award reflects artisanal, ethical, and high-quality work. Thank you for supporting a humane and committed approach.
The garment is a little tight/too loose, is this normal?
All cuts are indicated in the descriptions: straight, loose, flared...
Our styles are designed for a specific fit. Perceptions of ease may vary depending on body shape.
Please check the size and measurement information carefully, and do not hesitate to contact us before ordering if you have any doubts!
One size fits all: will it fit me?
Our models are designed to fit a size range specified in each sheet (e.g. from 36 to 42).
Fit, material, and stretch vary by style. If you're between sizes or have any questions, please contact us before ordering.
Why doesn't the garment fit like the picture?
The rendering may vary depending on morphology, size, or posture.
We indicate the model's height and approximate measurements. Material, length or cut may vary slightly from one body to another.
The color does not match the photo exactly, why?
The color of the photos is taken in natural light and without filter, but it may vary slightly depending on:
– ambient brightness,
– the screen used (smartphone, computer, etc.),
– the natural shade of the fabric bath.
We do our best to ensure the rendering is faithful, but a slight variation in tone may exist and is not considered a defect.