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Help for

A - Ordering

B - Payment

C - Delivery

D - Returns

E - Prices

F - Products

G - Security

Got a question about your order or the purchasing procedure on the Aubade website?

The help section below is a quick and easy way to find the answers to your questions.

Can't find the answer to your question? Don't worry, we're here to help by telephone or email.

Our hotline is open Monday to Friday, 9.30am to 1pm and 2pm to 5pm.

Email: [email protected]

A - Ordering

1. Are the items shown in the online store available?

The items shown in the online store are generally available for sale. However, certain colours or sizes may be sold out. When you select a colour and size on the item page, its availability is displayed on the screen.

A product may occasionally become unavailable after your order is confirmed, in which case you will be informed by email as soon as possible.

2. Are the same collections available on the website and in-store?

The collections offered on the website are identical to those offered in Aubade stores, subject to availability, except for clearly marked e-shop exclusives.

3. Is there a minimum order value?

No, any order can be placed on the Aubade website with no minimum purchase amount.

4. How can I check the status of my order?

You will automatically receive emails from us telling you about the progress of your order. For further information, you can also contact us or visit the 'My account' section of our website.

5. Can I amend my order after confirming it?

Once your order has been placed and sent to us, no amendments are possible. However, you can contact us by telephone : +33 1 70 99 20 55 or by email : [email protected].

B - Payment

1. How can I pay for my purchases on the Aubade website?

All our payment methods have been carefully selected to make the ordering process as simple and smooth as possible. The Aubade website offers the following payment methods: Credit card, Paypal.

2. Which credit cards are accepted?

We accept the following credit cards: Carte Bleue, Visa, Mastercard.

3. When will my credit card be debited?

The amount will not be debited from your credit card until your order leaves our warehouse.

4. Is my payment secure?

Payment on the Aubade website is secured by our Ingenico partner using the 3D Secure protocol. The 3D Secure protocol reduces the risk of internet fraud associated with identity theft attempts. For online payments, it ensures that the card is being used by its rightful owner.

Fields are available for you to enter your credit card number as well as the expiry date and the 3 last digits of the security code on the back of your card.

As well as the bank card number, expiry date and three digits of the security code (printed on the back of the card), you will need to enter a password to authenticate your payment.

All information communicated in order to process payment is encoded using the SSL (Secure Socket Layer) protocol. This data cannot be detected, intercepted or used by any third party, nor will it be retained on our IT systems.

For your security, Ingenico checks that the connection with your browser is secure before sending your financial information. Ogone is a technical service provider, and is not responsible for any disputes regarding orders. These must be dealt with directly via Aubade or your bank, depending on the nature of your question.

If your payment is accepted, you will be redirected to an order confirmation screen on our website.

If your payment is not accepted, you have up to 3 attempts to re-enter your card details. Following the 3rd refusal, you will be redirected to a screen on our website explaining that your payment has been refused. Contact our Customer Service Department to find out why and reach another solution for completing your order.

5. How do I pay by PayPal?

PayPal is an online payment service enabling you to pay for your internet purchases quickly, easily and securely, with no fees. Your bank details or credit card details are only registered on the PayPal website. This means that they are not transmitted via the internet for each purchase. Payment takes just two clicks; simply use your payment details registered on the PayPal website (bank details or credit card details) rather than entering them for each purchase. PayPal payments are processed quickly. The seller can therefore send the items you have ordered immediately, and you will generally receive them quicker than with other payment methods.

Already got a Paypal account? During the payment process, you will be redirected to a PayPal page. Once you have finalised your payment, simply click on the button that will redirect you to our internet page.

Not got a PayPal account yet? To guarantee the payment procedure goes smoothly, we recommend creating a free PayPal account before placing your order.

6. Will my card details be retained?

No card details are stored on our website. Your card details are entered directly onto the secure server hosted by our technical and financial partner, Ingenico. The card details you send us, encrypted on your own computer, will never circulate without encryption on the internet.

C - Delivery

1. Which countries do you deliver to?

We dispatch our Aubade products to several countries:

Africa America Asia Europe Oceania
South Africa Argentina Saudi Arabia Germany Australia
Egypt Brasil China Austria New Caledonia
Reunion Island Chile South Korea Belgium New Zealand
Morocco Canada United Arab Emirates Bulgaria French Polynesia
Mayotte Colombia Hong Kong Cyprus
Nigeria Guadeloupe Japan Croatia
Senegal Guyana Kuwait Denmark
Martinique Lebanon Espagne
Saint-Barthelemy Malaysia Estonia
Saint-Martin Oman Finland
USA Qatar Metropolitan France
Venezuela Thailand Great Britain
Turkey Greece

Vietnam Hungary

Please note that we can only deliver to the country in which you placed your order.

2. What are the delivery charges?

For all orders of €99 or over, delivery is free. For all orders below this amount, a fee of €5.90 towards the cost of delivery and processing will be charged at the payment step. If you choose delivery to an Aubade store, delivery is free whatever the amount of your order. Only certain Aubade stores offer in-store delivery.

3. How long are your delivery times?

Delivery is provided by UPS. The average delivery time is 3 days, excluding weekends, bank holidays and sale periods.

4. Can I track my order?

Once your parcel has been handed over to the carrier, you will receive an email containing your dispatch confirmation as well as a tracking number.

For delivery to an Aubade store, an email will be sent to you as soon as the parcel is received at the selected store.

These details are also accessible from your customer account.

D - Returns

1. How do I return an item?

You have 30 days from the date you receive your parcel to change your mind and return the goods at your expense, unless there is a delivery error or fault on our part.

Articles must be returned in their original packaging, with their labels intact and any accessories included, in perfect condition for re-sale. They must not therefore have been worn, washed or marked. The label enclosed in the order needs to be added to the return parcel. Without it we will not be able to identify the order and proceed to its refund.

Returns should preferably be sent by recorded delivery, to the address below:

AUBADE Paris logistics centre
E-boutique returns department
23, Avenue du Général de Gaulle
86310 Saint-Savin, France

If a free item or other gift was offered or enclosed with your order, this must be returned to Aubade at the same time, otherwise the return request cannot be processed.

2. When and how will I be refunded?

The refund will be credited with an average of 10 working days from receiving and confirming your return, via the same method of payment that you used when purchasing the item.

3. Can I be refunded in-store?

Please note that purchases made in our e-store cannot be returned or exchanged within our network of AUBADE stores. Returns and refunds can only be carried out online.

4. Have you received my return?

We will send you a notification email as soon as we receive the items returned to our warehouse.

5. What should I do if my parcel is damaged on arrival?

On receipt of your parcel, if the packaging is showing signs of damage, you may either:

  • refuse the parcel, in which case it will be returned straight to the sender
  • or accept the parcel whilst clearly noting your concerns with the carrier and informing the sender

6. What should I do if an item I have bought from the Aubade e-store is faulty?

Aubade pays particular attention to the quality of its products. However, should you find any fault despite all the quality checks carried out, please keep the item and inform us of this problem by contacting our customer service department. If you received your item less than a month ago, please follow the on-line returns procedure and state the reason for returning. If we accept the fault, we will offer to exchange your item (subject to availability) or a refund. The cost of returning and re-dispatching the item will be entirely at our expense.

7. What should I do if an item I have bought from an Aubade store or one of your retailers is faulty?

Please return it to the point of sale where you made this purchase. They will examine the defective item and decide whether to repair or exchange it, if it does not reach our product quality standards.

E - Prices

Do the prices shown include VAT?

Yes, the item prices include VAT. You will not therefore have any additional taxes to pay. The details of the taxes relating to your order are stated on your order confirmation as well as your bill.

F - Products

Is there a size guide?

Yes, we do have a size guide here. If you are still not sure, do not hesitate to contact our Customer Service Department or visit one of our Aubade stores where one of our advisors will take the time to measure you and find the right size to fit you.

G - Security

1. Are my personal details protected?

We know that the confidential processing of our customers' details is very important to them. To gain your trust, we strictly adhere to the provisions set out in the data protection act. Details relating to your orders, personal details and payment details are of course processed in a confidential way, and protected by our IT security systems.

In accordance with the French Data Protection Act of 6th January 1978, you have the right to access, correct, modify and delete your personal data. The website is registered with CNIL (French national commission for information technology and civil liberties), no. 1386228, dated 18th September 2009.

You can exercise this right by writing to us at the head office:

Service E-commerce
10, Rue du Colonel Driant
75001 Paris

or by email via [email protected].

2. Do you use cookies?

So we can identify you and simplify the ordering process, we store files known as cookies on your browser.

These cookies memorise when you visited the site (for around 1 hour), your identity (using your email and password) as well as which products and pages you previously visited. As soon as you leave the website, your basket and/or wishlist will be automatically memorised for 30 days before being purged. Beyond this time, these details will be definitively deleted from our website.

If you wish, you can delete these cookies at any time via your browser preferences/options.

For further information on the security of the Aubade website, please visit our data protection page.

Any other questions?

We're here to help by email.

Our hotline is open Monday to Friday, 9am to 1pm and 2pm to 5pm.

Email: [email protected]