Justine Leconte - Frequently Asked Questions
Which countries does justineleconte.com deliver to?
Justine Leconte delivers to the entire European Union as well as some more countries. When you check out and enter your address, you will see if we currently deliver to your country (the list is growing continuously). You can also check the list of countries under shipping terms. If your country isn’t covered and you can’t live without that little black skirt, get in touch at email@example.com and we will see what we can do.
Where are the clothes produced? Is it ethical?
Justine Leconte clothes are produced 100% in Europe. This ensures fair working conditions and a decent wage for the garment workers who make the clothes. The production costs are much higher than with a production in e.g. Asia, North Africa or in South America but since we sell online directly to you, without a retailer in between, we can maintain list prices that are affordable - and even below the “normal" price of designer clothing.
We don't just produce in Europe; we also source our fabrics and yarns in Europe. This way we know where the fabrics come from and we can rely on the care instructions and the characteristics indicated by our suppliers. The color and the structure of the fabrics will last, the seams will not twist after a few washes because the fabric rolls are knitted properly, etc... In a nutshell, we buy more expensive fabrics and yarns, to be sure that the quality remains excellent over time.
Do you have pre-orders?
Yes, we offer pre-orders for upcoming projects. The best way to get information is our newsletter, where we inform you about upcoming designs and other news. You can also follow us on YouTube and Facebook to get the info early. Stay tuned ;-)
When will pre-orders be shipped to me?
Example: for Project RACINE, pre-orders opened on December 13th, 2018. Shipping started in the 2nd half of January 2019.
As we get closer to the end of the production phase of a new collection, customers receive a more precise timing estimation.
And once we have shipped the goods, customers receive a confirmation + a tracking number.
How do you ship the clothes? Is a signature required upon delivery?
We ship twice per week, usually on Tuesday and Friday of each week. We prepare and pack your orders manually, please forgive us for not being able to ship at the pace of major online retailers! We will do our best to get faster and faster in the future.
Deliveries within Germany are mostly shipped via DHL (www.dhl.de) and Deutsche Post. A signature is required, however the package can be left with a neighbour for residential addresses or at the reception for business addresses. If you are not available to receive the parcel, you will receive a card in your letter box from the carrier notifying you of where the parcel has been left. If no one suitable can receive the package on your behalf then the package will be stored at the local post office. You will receive a notice in your post box. You can pick up the package the next working day (normally up to one week). Afterwards it will be returned to us.
Deliveries outside of Germany are normally shipped via Deutsche Post (www.deutschepost.de) or UPS (www.ups.com). A signature is required, but the package can be left with a neighbour for residential addresses or at the reception for business addresses if you are not at home or not available. The carrier will leave a card in your letter box notifying you of where the package has been left. If no one suitable can receive the package on your behalf, the carrier may try up to two more deliveries. Please provide a telephone number when you order, so the carrier can get in touch in case of difficulties. Afterwards it will be returned to us.
How long does it take to deliver my order?
Deliveries within Germany usually takes 2 to 4 working days. Deliveries to other European countries usually take 4 to 7 working days. Outside the E.U., deliveries can take from 7 to 21 working days. We cannot influence the exact delivery date, but we will always send you a tracking number so you can check the status of your order at any time. From our side, we can track your parcel until it leaves Germany and is handed over to the carrier in the country of destination. Afterwards, your parcel must be tracked via the post services of your country of residence.
How much does the delivery cost?
Shipping costs vary depending on your region:
● Germany: 4,99 € (DHL tracked parcel)
● European Union + Switzerland: 7,90 € (Deutsche post tracked parcel)
● World: 15,90 € (Deutsche post tracked parcel)
My package is being stored at the post office and I am not / was not able to pick it up. What should I do?
In Germany, the post office usually stores your parcel for you for up to seven days (not working days!). If you do not pick up your order within this time, the post office sends the order back to us. We can, of course, re-ship your order to you as soon we receive it but we will need to charge you the additional shipping costs.
In countries other than Germany, the time during which the post office keeps your parcel varies. If your parcel comes back to us, we can re-ship it to you but we will need to charge you the additional shipping costs.
My product was damaged on the way. How do I proceed?
Sometimes, a delivery can damage our products on the way. Please get in touch with us (info(at)justineleconte.com) and try to describe the damage as accurately as possible. Please also send pictures where we can see the damage. We will then advise how to proceed.
What happens if the tracking number provided does not show in the system of the carrier?
If a parcel has just been shipped, tracking numbers can take up to 24 hours to become active.
If, after this time, you are still seeing an error message, please contact us at: firstname.lastname@example.org
I want to exchange my order for another item (different size, color, etc.). What do I do?
We accept exchanges from all the countries we ship to. Please read the exchange & return policy for detailed information.
I want to return an item. What do I do?
We accept returns from all the countries we ship to. Please read the exchange & return policy for detailed information.