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Frequently Asked Questions

Pre-orders

How not to miss pre-orders?

Pre-orders allow us to offer you the best prices while being uncompromising on quality. It is also about more reasoned consumption, with the pre-order, we have better visibility, so less stock and no waste.

All our pieces are reissued from time to time and we offer a small quantity in stock for those in a hurry, you can subscribe to the newsletter to be informed.

And to see the pieces to come, take a look at our 'Coming soon' page!

Are you still hesitating?

Where can I buy Ombrelle pieces?

Ombrelle clothing is sold online on our website. To find us in store, take a look at the page 'Where to find us?'.
To be informed of new launches, subscribe to our newsletter!

How do I know my size?

Advice on the size to choose is given on each product sheet and is accompanied by a size guide. At Ombrelle, we size normally, so we will always advise you to take your usual size. If you still have any doubts, do not hesitate to ask us all your questions at bonjour@ombrelle.co.

Large sizes

Why are not all sizes available?

Ombrelle wishes to commit to a more inclusive fashion by offering models that will adapt to all body types. We want to protect all skin types. Our goal is to expand the range of sizes over time and reissues.

Why is it so difficult for a small brand to develop a wide range of sizes? Why are we only going from 34 to 44? Not very inclusive you will tell us. In all transparency, it is that going beyond the 44, for example, implies modifying all the proportions of the garment. And to do this, you have to develop a new pattern for each additional size, i.e. develop another pattern. We are a very small brand, it is difficult for us to financially assume the development of so many models because these are very important investments which will not be profitable for years. For example, we rarely sell more than 2 or 3 pieces in XXL on our tops.

Nevertheless, and even if we would like to be able to offer it to you today, we are working to gradually expand our range of sizes because we would really like as many people as possible to be able to wear the Ombrelle pieces and protect from the sun.

You have ordered

I did not receive an order confirmation email?

If you haven't received a confirmation email, please check your spam folder. Otherwise, write to us at bonjour@ombrelle.co.

The order confirmation is sent directly to the e-mail address you provided when placing your order. You may have mistyped it, but we can fix that.

I want to cancel or modify my order

If you wish to modify or cancel your order, write to us at bonjour@ombrelle.co. to make the change.

We can modify your order provided that it has not been taken care of by the carrier and according to the availability in stock.

You can also cancel your order for a refund. If it is already in the hands of the carrier, you will have to wait to receive it to return it to us.

Where can I find my order number?

Your order number appears on the confirmation email we sent you to confirm your order. This number is also available on your customer account in the 'orders' section.

Delivery and return

What are the delivery times

Pre-ordering consists of buying a part before it is manufactured. So the delivery times of the pre-order depend on the production time. This time is indicated on the product sheet and in the order confirmation email. Lead times can vary between 4 to 10 weeks in general.

If the product is in stock, it will be prepared and shipped as soon as possible.

Once the order has been prepared and sent, the Colissimo delivery time is 3-4 days for France, 3-8 days for other destinations.

How do I know where my package is?

Once your order has been dispatched, you will receive a confirmation email containing a tracking number allowing you to track the status of the delivery.

Is the return at my expense?

Returns are free for shipments from mainland France.
From abroad, the return costs are your responsibility.
For more information, go here.

What are the exchange or return conditions for an item?

You have 14 days from receipt of your order to return an item to us.

Parts returned incomplete, spoiled, damaged, deteriorated, soiled or having been used will not be exchanged or refunded.

You must return the products to us in their packaging original, complete (accessories, instructions, labels, etc.).

For more information, go here.

What is the deadline for making an exchange or a return?

You have 14 days from receipt of your order to return an item to us.

The 14 days are applied when the carrier notifies us that the package is "delivered". And the countdown "stops" when you have dropped off your package at La Poste ("postmark as proof").

How long does it take to receive my refund?

You will be reimbursed for items returned within a maximum of 14 days after receipt of your item in our warehouses.

Once received, your products must pass quality control and be validated by computer, which can take a few days.

Parts returned without labels, incomplete, damaged, damaged, deteriorated, soiled or having been used will not be reimbursed and will be automatically sent back to you.

Be aware that your bank may take up to 14 business days to issue a refund to your card.

My account

I want to create my account

To create your Ombrelle account, just click here.

I did not receive a confirmation email, is this normal?

Have you checked your spam? Do not hesitate to contact us, we can send you a confirmation email without any problem. The order confirmation is sent directly to the e-mail address you gave when ordering, you may have typed it incorrectly, but we can fix that. Alternatively, email us at bonjour@ombrelle.co.

I can no longer access my account

If your email address is not recognized and you have already placed an order with you, your account is not activated. You simply placed an order as a guest. You can activate it directly via this link. And if you still can't do it, don't hesitate to send us a message.

Payments and refunds

Is my payment secure?

Your payment is secured by Stripe. This ensures security, registration of the payment order and also the security of the payment itself.

How can I pay for my order?

You can pay for your order by Visa, Mastercard, Carte Bleue and Maestro bank cards.

When will I be debited from my account?

You will be debited at the time of validation and payment of your order, whether it is a purchase in stock or in pre-order.

How does payment in 3 installments work?

This payment option is available through our payment partner Alma.

Attention, payment in 2 or 3 installments is only available for France.

For payment in 2 instalments, a fee of 0.77% is applied at the time of payment of the order (on the first installment). The minimum amount of the order must be 100€ (shipping costs not included) and is capped at 2000€ of order.

For payment in 3 instalments, a fee of 1.56% is applied to the time of payment of the order (on the first installment). The minimum amount of the order must be 200€ (shipping costs not included) and is capped at 2000€ of order.

The option is offered at the time of payment of the order. For a payment in 3 instalments, here are the deadlines:

A first third is paid at the time of the order.A second third is automatically debited after 30 days.The last third is automatically deducted after 60 days.

You will receive your schedule by email once the order has been placed.

This is a secure service (no banking information is stored on our servers) and all our usual guarantees apply (service customer, delivery, returns…).

How are refunds made with Alma?

You paid in two or three instalments thanks to Alma on the site. No worries if you want to get your money back. You will therefore receive reimbursements on your account for the amount of the schedule.

That is to say that if you have already paid the three times, you will have 3 incoming transfers on your account. But if you have only had two direct debits and you already want to cancel your order, it is possible. You will then receive 2 refund transfers and the third installment will simply be cancelled.

How long does it take to receive my refund?

You will be reimbursed for items returned within a maximum of 14 days after receipt of your item in our warehouses.

Once received, your products must pass quality control and be validated by computer, which can take a few days.

Parts returned without labels, incomplete, damaged, damaged, deteriorated, soiled or having been used will not be reimbursed and will be automatically sent back to you.

To clarify, if you return your entire order to us, we will refund its full value.

Please note that your bank may take up to 14 working days to issue a refund to your card.

I wish to benefit from a tax refund

If you do not live in France, the price is subject to the tax rules in force in your country or region. The amount is updated when you fill in your delivery address.

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