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FAQ

RETURNING ONE OR MORE ITEMS
I HAVE ALREADY MADE MY RETURN

SPECIAL ADVANTAGES
PRINTANIA ACCOUNT
QUESTIONS RELATED TO PERSONAL DATA

PAYMENT
REFUNDS
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Faq

Need help with your order? Looking to track your package? Questions on returns and exchanges? Our FAQ page is here to help you find the answers you?re looking for.

RETURNING ONE OR MORE ITEMS

Returns must be made within 21 days upon receipt of your order.
Items should be new, unworn and in their original packaging.

The price tag including bar code and product name should not be removed.
Any items returned damaged, incomplete, worn or soiled will not be accepted or refunded.

Bags and Accessories

Items should be returned as received, in their original packaging complete with certificates of authenticity and designer labels intact.

Shoes

Shoes should not be worn except for being tried on. The soles should be smooth and in new condition, with no scratches, showing they have been worn.

The shoe box must be in perfect condition and must not be used as a shipping box under any circumstances. Shoe boxes should not be taped or written on.

Lingerie and Swimwear

Briefs, swimsuits and bikini bottoms should be tried on over underwear. Please ensure that adhesive protective slips are not removed. 

Beauty

Beauty items must be returned in their original, unsealed packaging with the protective plastic film and the lid intact. Items cannot be tried on and must be in new condition, unopened, unused, undamaged, unsullied, untested. To return a beauty item, be sure to return the items in the original package; which has been the subject of numerous conclusive tests. This packaging is indeed resistant to all possible shocks, drops and handling during the delivery of the package. If, however, your package after opening does not allow the return of beauty items in good conditions, we urge you to find an appropriate container or box and to carefully package the returned items to ensure maximum protection during transport.   

Gifts

Have you received a gift? To arrange for a gift to be returned, please contact our customer service for more information.

In general, if the condition of the parcel once opened cannot be reused for your return, please use other appropriate packaging, carefully wrapping the items to ensure they are properly protected during transport.

A returns form/voucher should be enclosed with your order on delivery. In the absence of a returns form with your order, you can print one by logging into MY ACCOUNT and selecting "RETURN AN ITEM").

Once we have received your return, it will be processed within 48 to 72 hours. Returns that do not meet the conditions above will not be accepted.

Returns must be made within 30 days upon receipt of your order.
Under these terms and conditions, returns are free of charge from the United Kingdom, France, Benelux countries and Germany.

Outside of these terms and conditions, shipping costs are at your own expense. For any questions, please contact our Customer Service.
For returns from other international countries, an amount of €/£12 will be deducted from your refund.

The returns form is provided in your delivery parcel. If it has been misplaced or thrown away, you can create a new returns form from your account:

You are a Printemps.com customer:

Log into MY ACCOUNT on the Printemps.com website.

Select ‘My sign in details.’

From MY ORDERS in the left-hand column, select ‘Make a Return.’

Select one or more items to return.

If you are making a return, choose the reason for the return and how you would like to be refunded (refunds are made through your original payment method or by credit voucher).

Select the returns option of your choice.

Print out your form, place it inside your parcel and attach the shipping label to the parcel.

Drop it off at a Post office branch.

Your return will be processed within 5 to 7 business days.

You have placed your order as a guest:

You have received an e-mail confirming your order, where you will find a link enabling you to make a return.

Click on the link.

Select one or more items to return.

If you are making a return, choose the reason for the return and how you would like to be refunded (refunds are made through your original payment method or by credit voucher).

Select the returns option of your choice.

Print out your form, place it inside your parcel and attach the shipping label to the parcel.

Drop it off at a Post office branch.

Your return will be processed within 5 to 7 business days.

If you cannot create your returns form, this may be because more than 30 days have passed since the date you received your order or placed your order as a Guest.
For any questions, please contact our Customer Service or email us at customer-service@printemps.com.

You have placed your order as a guest:

You have received an email confirming your order, where you will find a link enabling you to make a return.

Click on the link.

Select one or more items to return.

If you are making a return, choose the reason for the return and how you would like to be refunded (refunds are made through your original payment method or by credit voucher).

Select the returns option of your choice.

Print out your form, place it inside your parcel and attach the shipping label to the parcel.

Drop it off at a Post office branch.

Your return will be processed within 5 to 7 business days.

To a Post office branch.

I HAVE ALREADY MADE MY RETURN

If you paid with a credit voucher and you need to make a return, your refund will be made with a new credit voucher. This voucher will be sent to you by e-mail when your return is processed. It is presented as a code containing letters and numbers and is valid for six months. The credit voucher can be used on several occasions for different orders.

If you paid with a Printania Discount Voucher: The Printania Discount Voucher is not a credit voucher. In the event of a refund, and in accordance with the Printania programme general sales terms and conditions, discount vouchers cannot be refunded, even in the event of an order being partially refunded. You can find all the Printania programme's general sales terms and conditions by clicking on the following link https://www.printempsfrance.com/conditions-generales-du-programme-de-fidelite-printania

A refund will be issued within 3 to 5 business days after our team has approved your return.
This may take longer if a return requires further inspection. As a result, processing may take up to two weeks from the date of receiving your goods.

Please note that if your card has a deferred debit payment facility, your refund will also be deferred.
If you have not received confirmation of your refund two weeks after you returned your purchase to us, please contact our Customer Service or email us at customer-service@printemps.com.

SPECIAL ADVANTAGES

To calculate your TIER POINTS and your SHOPPING POINTS, we use the amount on your final receipt for Printemps purchases you have made, after deduction of your vouchers. For example, when you buy a pair of trousers for €/£150 and you use a €/£10 voucher, you pay an amount of €/£140 which earns you 70 SHOPPING POINTS and 70 TIER POINTS.

There are no permanent collections on Printemps.com. You earn tier points and shopping points on all your purchases and you can use your Printania vouchers for any item you wish to purchase.

The ‘Favourite Brands’ option is available exclusively in Printemps stores (excluding Printemps Louvre, Brest, Caen and Tours).

The Printania day is exclusively for use in Printemps.com stores.

The Printania card allows you to earn points with each purchase gaining access to increasingly generous service tier in addition to receiving €/£10 vouchers. You will benefit from a personalised loyalty programme and will earn vouchers quicker. Throughout the year, you will also receive personal invitations to special events, exclusive sales and previews.

With each purchase on www.printemps.com, your Printania card enables you to earn SHOPPING POINTS and TIER POINTS.

Silver: €/£2 of purchases = 1 SHOPPING POINT and 1 TIER POINT.
Ruby: €/£2 of purchases = 5 SHOPPING POINTS and 1 TIER POINT.
Gold: €/£2 of purchases = 8 SHOPPING POINTS and 1 TIER POINT.
Platinum: €/£2 of purchases = 10 SHOPPING POINTS and 1 TIER POINT.

SHOPPING POINTS enable you to earn vouchers. 1000 SHOPPING POINTS = 1 voucher worth €/£10.

TIER POINTS enable you to access 4 tier levels with increasingly generous services and special advantages.

Silver: From 0 TIER POINTS
Ruby: From 500 TIER POINTS
Gold: From 2,000 TIER POINTS
Platinum: From 5,000 TIER POINTS

SHOPPING POINTS will expire if the card holder is inactive (no purchases made using their Printania card) for a period of 18 months from the date of their last purchase.

TIER POINTS are valid for a one-year period, from the point of being awarded the tier. If the TIER POINTS threshold is lower than the minimum authorised for that tier, the holder's tier will be reviewed once a year. This is based on the number of TIER POINTS allocated, on the anniversary date of the most recent tier awarded.

Throughout the year, the Printania programme offers personalised loyalty promotions, invitations to specific events, private sales and previews. To enjoy these rewards, the following details in your personal account must be provided: your last name, first name, e-mail address, an agreement to receive e-mails, text messages or direct mail along with your postal address and phone number. Please check that all this information is up to date by visiting MY ACCOUNT section on the Printemps.com website or by logging in to your personal account on www.printempsfrance.com/espaceprive.

You can check your TIER POINTS and SHOPPING POINTS balance, your tier, the number of vouchers and all your rewards in the Printemps store or by logging in to your personal account on www.printempsfrance.com/espaceprive

TIER POINTS and SHOPPING POINTS earned through the Printania loyalty programme have no market value and cannot be transferred to a third party. You can, however, add a joint card holder to your Printania card and share your TIER POINTS and SHOPPING POINTS. You will enjoy the same tier and rewards, and your points will be assigned to the same account. You will then have the opportunity to earn €/£10 vouchers more quickly, which you or your joint cardholder can use when shopping on Printemps.com or in our stores.

Simply create your printemps.com account on www.printemps.com, using the same e-mail address you provided when you signed up for your Printania card. Your Printania card will then be automatically linked to your printemps.com account.

Your shopping points and tier points will be credited 30 days after the date of your order confirmation. You can check your Shopping Points and Tier Points balance at any time by logging in to your personal account on www.printempsfrance.com

PRINTANIA ACCOUNT

All you have to do is sign up to the Printania loyalty programme. It’s free. You can sign up on www.printemps.com or www.printempsfrance.com, or directly in a Printemps store.

The Printania loyalty card is entirely free.

Your Printania card is accepted in all our Printemps stores (excluding Printemps du Louvre, Brest, Caen and Tours), and on www.printemps.com and www.placedestendances.com

The Printania loyalty card does not have an expiry date. You can therefore use it at your own pace in all Printemps stores featuring the Printania programme. 

QUESTIONS RELATED TO PERSONAL DATA

When you purchase goods from Printemps or sign up to one of our services, your personal data is disclosed to companies within the “Printemps Group” and more specifically, www.printemps.com and Printemps stores, along with their service providers. Data is collected in order to provide you with services that you have subscribed to, information about Printemps Group activities and services as well as promotional offers best suited to your interests.

You may request access to change or delete your personal information, or request the portability of your data as provided for by law, from one of the companies within the Printemps Group. To exercise your rights with one of the Printemps Group companies, write to us via e-mail at vosdonneespersonnelles@printemps.fr or by post to the following address: Printemps, Direction Marketing, 102 rue de Provence 75009 Paris, FRANCE. You have the right to submit a claim to the French Data Protection Authority, Commission Nationale de l'Informatique et des Libertés ("CNIL").

PAYMENT

For your order you can pay using the following payment methods:

Bank cards: Mastercard, Visa, AMEX

PayPal account

E-gift card

We are committed to ensuring your payment transactions are completely safe and secure.

Printemps has selected Ogone Ingenico's 100% secure payment solution which protects all the information you provide and guarantees confidentiality and security for each transaction.

For further information:

We also use SSL (Secure Socket Layer) technology to ensure the security of all transactions made on our website.

This system encrypts your personal data to ensure that it cannot be read.

Lastly, we have implemented 3-D Secure authentication, which allows us to verify your identity when you make an online purchase using a bank card.

3-D Secure is an online shopping authentication system designed to protect your card against fraudulent use.

Card holder authentication is a simple 3-step process.

Log into MY ACCOUNT on the Printemps.com website.

Choose the items you would like to purchase, go to the checkout, select your delivery method, enter your bank details and click on ‘Confirm and pay for your order.’

After verification, a "3-D Secure" window will open and your bank will ask you to enter the information required for authentication. In most cases, you will need to enter a single-use code sent to you by text message, answer a personal question and/or enter your date of birth.

Your purchase is confirmed as soon as your payment has been accepted.

You will receive an order confirmation email from us within a few minutes.

Yes, you can securely store your card or PayPal account details on our website to simplify placing orders in the future.

When you make a payment, Printemps.com gives you the option to securely save your bank or PayPal account details. This information is encrypted on your computer and sent in an unreadable format to special servers, capable of decrypting it. Authorisation and data is then checked with your bank/PayPal to protect against any improper or fraudulent use.

How can I do this?

Log into MY ACCOUNT on the Printemps.com website.

Make your selection and go to the checkout.

Select and confirm your payment method.

On the payment page, select the "yes" box in the ‘Register my bank card for future orders’ section.

Confirm and pay for your order.

Note: You can delete your saved bank card details by accessing MY ACCOUNT and clicking on "My Bank Cards" in the left-hand column.

As soon as your payment has been authorized, an order confirmation email will be sent to the email address you have provided.

If your bank account has an immediate payment facility, the amount is debited when your order is confirmed (or within two days maximum, depending on your bank).

If your bank account has a deferred payment facility, the amount is debited from your account on the specific date agreed with your bank. It may take two weeks or one month.

If one or more items in your order are not dispatched, your payment method will be refunded within:

48–72 hours if you paid by direct debit.

Two weeks or one month, in accordance with the terms agreed with your bank.

If you are unable to confirm your payment, we recommend checking that:

Your bank card has not expired.

Your credit limit has not been reached.

The card holder's first name and last name have no accents or symbols.

If all these conditions are met and you are still unable to confirm your payment, please contact our Customer Service.

REFUNDS

A refund will be issued within 3 to 5 business days after our team has approved your return.
This may take longer if a return requires further inspection. As a result, processing may take up to two weeks from the date of receiving your goods.

Please note that if your card has a deferred debit payment facility, your refund will also be deferred.
If you have not received confirmation of your refund two weeks after you returned your purchase, please contact our Customer Service or email us at customer-service@printemps.com.

In the event of a refund, and in accordance with the Printania programme general sales terms and conditions, vouchers cannot be refunded, even in the event of an order being partially refunded.

You can find all the Printania programme's general sales terms and conditions by clicking on the following link https://www.printemps.com/ie/en/general-terms-conditions-printania

E-GIFT CARD

Log into MY ACCOUNT on the Printemps.com website and continue as a guest

Make your selection and go to the checkout.

Select and confirm your payment method.

On the payment page, select ‘E-gift card.’

Enter your code, then click confirm.

If you are returning an item paid for using an e-gift card, you will be refunded with a credit voucher. This voucher will be sent to you by e-mail when your return is processed. It is presented as a code containing letters and numbers and is valid for six months. The credit voucher can be used several times.

Please note:

> Your credit voucher or e-gift card may be used several times. If the value of your credit voucher or e-gift card exceeds your total purchase, a new credit voucher will automatically be generated and appear on your payment page the next time you place an order. You can also find this information in your account. If your purchase exceeds the amount of your e-gift card, you can use another payment method to cover the balance.

> E-gift cards and vouchers can be combined.

> E-gift cards are valid for one year starting from the date of purchase.

> Vouchers are valid for six months from the date of issue.

If your e-gift card is not accepted, please check that:

- you have entered the code correctly in capital letters with no spaces

- your code has not expired

NOTE: Your code will not work if you enter a zero (0) in place of a letter O.

Yes, you can use several e-gift cards to pay for an order.

To do this:

Log into MY ACCOUNT on the Printemps.com website or continue as a guest.

Make your selection and head to the checkout.

Select and confirm your payment method.

On the payment page, select ‘E-gift card.’

Enter the code, then confirm.

The ‘E-gift card’ option will automatically reappear so you can enter the code of your next gift card. The code of the gift card you have already entered will appear on the right-hand side of the screen.

ITEM AVAILABILITY

To receive an e-mail alert when an item becomes available, please follow these steps:

Go to the product description.

Choose the size required.

Enter your e-mail address in the space provided.

Confirm.

The item was in stock when you received your alert by e-mail. Unfortunately, it has since been purchased by another customer. Sometimes hundreds of e-mail alerts can be sent for an item. We advise you to place your order quickly!

SIZE GUIDE

Our True Fit service is available for over 60% of our products. Click on the white T icon in a red square below the product size selection and follow the steps provided.

The size guide is also available on most product descriptions under the size selection.

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