Frequently Asked Questions

1. BROWSING

How do I find a specific product?

You can use our search engine to look for a specific item. If you know the reference number, you can simply enter the product code in the «Search» tab located at the top of the home page and click on the small magnifying glass. You can also search for a key word, such as: Half-cup, Cup, Tanga, etc.

Why can’t I find the product I am looking for on the site?

The product is no longer on sale in our stores and our website, or is temporarily out of stock.

Are the collections on the site the same as in the stores?

The collections you see on the website are the same as those in our AUBADE outlets (subject to stock).

How do I know if the product is available?

All the items (shape/size/color) offered for sale on the website are available. If however, exceptionally, a product become unavailable after you have submitted your order, you will be notified as quickly as possible by e-mail.

2. ORDERING

How do I place an order?

Before placing an order, you should preferably access your account if you already have one and log in using your e-mail address and your password. If you have not yet registered, please click on the “create my account” button and complete the account set-up form.

There are a number of steps to placing your order:

  • Step 1 : Select your item and add it to your basket

    A product data sheet is displayed for each item, summarizing the product features (photographs, zoom, fabric, price, etc.). This information can be accessed by browsing through the various categories identified at the top of the screen (Lingerie, Loungewear, Bath, Menswear).

    To add an item to your basket, click on the picture. Select the color, the size and the quantity and then click on “Add to basket”. The basket in the top right of your screen confirms that your addition was added to your basket by showing the number of items it holds.

    You can then go to the checkout, or continue your online shopping.

  • Step 2 : Confirm your basket

    To complete your order, you need to confirm the content of your basket.

    Click on “my basket” to view a summary of your order. You can then change the size(s) and/or the number of items you want, or remove a product.

    If you have an offer coupon code from a marketing operation, please enter this in the field provided for this purpose to benefit from the markdown.

    Finally, click on the “Order” button to confirm your basket and continue with the purchase.

  • Step 3 : Entering your billing and delivery details

    You are now taken to the form for entering your billing and shipping details.

    If you previously placed an order through our website, you will have a customer account. Log in to this using your e-mail address and password. This means that you do not have to enter your billing and shipping details again. You will however still be able to change or add other details as you wish.

    The fields marked with an asterisk (*) are mandatory.

    If you want your order sent to your place of work, please remember to enter the company name in the “Company” field.

    By default your billing address will be the same as the delivery address, but you can enter a different billing address if you wish.

    Please make sure you enter your e-mail address correctly, as well as your phone number (preferably a cell phone number). This information will be used by the carrier to notify you of your shipment tracking number.

    At this stage you also have the opportunity to select delivery to one of our AUBADE stores (free shipping).

  • Step 4 : Payment facilities

    Select the means of payment you want to use by ticking the relevant button. For more information, click on means of payment accepted by the site.

    Check that all the details of your order are correct in the order summary shown at the top of the screen.

    You will then be redirected to the secure payment screen of our payment partner Ogone, invisibly integrated into our website.

  • Step 5 : Secure payment

    OgoneThis is secured by of our partner Ogone.

    This contains the fields for you to enter your bank card number, together with the expiry date and the 3 digit security code on the back of your card.

    If your payment is authorized, you will then be taken to an order confirmation screen on our site.

    If your payment is not accepted, you can have 3 attempts to reenter your bank details again. After the 3rd attempt, you will be redirected to a page on our site explaining that your payment was unsuccessful. Please contact our customer service department to find out why and help find a way of completing your order.

  • Step 6 : Confirm payment for the order

    Once your payment is authorized, an order confirmation page is displayed in your account. You must then confirm this by clicking on the “Pay my order” button. You will then be sent an e-mail confirming the order, together with a summary of the purchase.

  • Step 7 : Shipping your order

    When your order has shipped from our logistics center and been accepted by our carrier, you will be sent an e-mail containing a link allowing you to track the progress of the shipment.

Has my order been accepted?

Once your payment is authorized you will be redirected to a screen on our site confirming your order, you need to click on the “Pay my order” button to complete the purchase. You will then be sent a confirmation e-mail containing a summary of your order.

Can I change my delivery address?

Once the order is confirmed, you cannot change the delivery address.

Can I buy a product that is not currently available?

If a product is shown as being unavailable this does not necessarily mean it is permanently out of stock. It may just be temporarily out of stock. Contact our customer service department to find out where you can buy the item or find out the restocking lead-time.

I have not received an order confirmation, is this right?

First of all, check that your order was accepted: Once your payment has been authorized, you should receive an order confirmation e-mail, if you did not, contact your customer service department.

Can I change / cancel my order?

Once your payment is confirmed you cannot modify your order.

3. PAYMENT

Which means of payment are accepted?

Our 3-D Secure Website accepts payments by bank card: Carte Bleue, Visa, MasterCard enter card logos as well as payment by PayPal.

Carte BleueVisaMastercard Securecode

Is the payment secure?

OgoneAll payments made on our online sales website are secured using the secure payment system of your partner Ogone and the 3-D Secure protocol which protects against the risk of fraud on the Internet, linked with identity theft attempts. This involves making sure that for every online payment, the card is being used by the true cardholder.

In addition to the card number, the card expiry date and the three digit security code (printed on the back of the card), you must enter a password to validate your payment.

All the data that is exchanged in processing the payment is encrypted using the SSL (Secure Socket Layer) protocol. This data cannot be either detected, intercepted or used by third parties. It is also not held in our computer systems.

For your security, Ogone checks that the connection with your computer is secure before the transmission of your financial data. Ogone is a technical service provider and cannot deal with complaints concerning orders. Any issues concerning orders must be sent directly to AUBADE or your bank, depending on the specifics of the problem.

Do you keep my bank details?

No banking information is held on our site. Your bank details are entered directly to the secure server used by our technical and payment service provider Ogone. Bank details that you submit, encrypted by your computer, are never sent over the Internet in plain text.

Why was my payment refused?

When paying by bank card, you are allowed 3 attempts to authorize the payment correctly. If you do not succeed with these attempts, your payment will be declined and you will be redirected to a screen on our site telling you that payment was not made. Your payment can be rejected for a number of reasons (e.g.: incorrect bank details).

Contact our customer service department to find out why and to try and identify a way of completing your order.

4. PRODUCTS

Is there a size guide?

Yes, you can find it here. If you are still not sure, please contact our customer service department or visit one of our Aubade stores where one of our advisors will be happy to take your exact measurements and find the size that best fits you.

Existe-t-il un guide des tailles ?

Oui, vous pouvez le consulter ici. Si un doute persiste, n’hésitez pas à contacter notre service Client ou à vous rendre dans l’une de nos boutiques Aubade où l’une de nos conseillère prendra le temps de vous mesurer et de trouver la taille qui vous correspondra le mieux.

5. DELIVERY

Which countries do you deliver to?

We ship our products in Metropolitan France (excluding DOM-TOM), Monaco, Belgium, Germany and the United Kingdom (excluding the Channel Islands).

How much does delivery cost?

For all orders of €99 or more, delivery is free of charge. For orders of less than this amount, a packaging and postage charge of €5,90 will be added during the payment stage. If you select delivery to an AUBADE store, the delivery is free of charge regardless of the size of your order. Please note that purchases made through our E-boutique cannot be returned or exchanged through our network of AUBADE stores.

How long will delivery take?

Deliveries are made by UPS.

The average delivery time is 4 days (excluding the weekend, public holidays and sale periods).

Can I track my order?

As soon as your order is collected by the carrier, you will be sent an e-mail confirming the shipment, together with a tracking number.

For deliveries to an AUBADE store, you will be sent an e-mail when your package is received by the chosen store.

This information can also be accessed through your customer account.

What happens if I am not at home when delivery is attempted?

If the addressee is not present, a card is left in the letterbox or an e-mail notification is sent to the customer’s e-mail address registered when the account was created, stating the address and opening hours of the UPS office where the package is held.

If no instructions are received within 7 days following the date of the making available, the package is returned to the shipper.

6. RETURNS

How do I return a product?

Please note that purchases made through our E-boutique cannot be returned or exchanged through our network of AUBADE stores.

As of the date of receipt of your package, you have a period of 30 days to change your mind and return the goods, at your cost, unless these was a shipment error or a proven fault on our part.

The items must be returned in their original packaging, with the label and any accessories, in a perfect resalable state. The product(s) must not have been worn, washed or soiled.

If a free product or other gift was offered or sent with the Product to be returned by the customer, this must also be returned to AUBADE at the same time, or the reimbursement may be refused.

You must submit a return declaration online through your customer space and include the e-mail confirmation giving details of the return with the package.

Any return of goods should preferably be made using registered delivery and sent to the following address:

Centre logistique AUBADE Paris
Service Retours E-Boutique
23, Avenue du Général de Gaulle
F-86310 Saint-Savin sur Gartempe
France

You can find details of the returns procedure by clicking here

When and how will I be reimbursed?

Reimbursement will be made within an average of 5 working days following receipt and validation of your return and using the same means of payment you used for the purchase.

Can I be reimbursed through a store?

Please note that purchases made through our E-boutique cannot be returned or exchanged through our network of AUBADE stores.

Returns and reimbursements can only be processed online.

How do I know if you have received the return?

We will send you a notification e-mail as soon as we receive the returned goods at our warehouse.

What should I do if my package is damaged when I receive it?

If on receipt of your products, the package shows signs of damage, you can:

  • Either, refuse the package, it will then be returned directly to the shipper.
  • Or, accept the package, informing the carrier of your detailed reservations, and alert the shipper.

What should I do if the product I bought on the aubade e-boutique is defective?

AUBADE takes every effort to ensure the highest quality of its products. If however, despite our quality inspections, a defect is found, please tell us about this problem by contacting our customer service department. If you received the item within the last month, please follow the online returns procedure and tell us the reason for the return.

If the fault is our responsibility, we will either offer to replace the item (subject to stock) or reimburse you. The return and reshipping costs will be paid by us.

What should I do if the product I bought in an aubade store or through one of your resellers, is defective?

In this case, you should take the item to the sales outlet where you purchased it. It can then be examined there and the decision taken to repair or exchange the defective item, if it has failed to comply with all our product quality requirements.

7. MY ACCOUNT

What do I do if I have forgotten my PASSWORD?

If when trying to access your account, you forget your password, click on Forgotten Password, carefully enter your e-mail address and submit your request by clicking on the «Submit» button. You will then be sent an e-mail with a link that will allow you to generate a new password.

How do I submit a request for a placement or job at Aubade?

You can submit a speculative application through the “Information” then “Careers” sections of our website, or view the current job vacancies and submit a direct online application through our Careers section.

You can also send your application by post marked “For the attention of the: Direction des Ressources Humaines d’AUBADE, 10, Rue du Colonel Driant, 75001 PARIS, FRANCE or send us an e-mail to ressourceshumaines@aubadepro.com.

Where can I find Aubade brand products?

To see a list of sales outlets, go to the Shops section.

Where can I find out where AUBADE shops are located?

AUBADE has a network of stores in Paris and the Provinces, as well as internationally. To find a list of our Aubade stores, look in the Shops section and select the «See only Aubade stores» box.

How do I keep up-to-date with the latest Aubade news?

To get regular news on what’s happening (latest products, special offers, competitions, etc.) at Aubade, you can subscribe to our Newsletter by going to the NEWSLETTER section.

How can I get an AUBADE catalog, artwork or poster?

To get our catalog, please request one using the Information / Contact us section and by carefully entering your postal details.

You can also obtain certain artwork and posters that may be available (subject to stock) by applying directly to an AUBADE store or reseller. The list of outlets can be found in the Shops section.

Do you use cookies?

In order to help identify you and facilitate your order, we save certain files, known as “cookies”, on your computer by means of your browser.

These cookies record the time of your visit (for about 1 hour), your identity (known because of your e-mail and password), as well as products and pages previously viewed. When as you leave our website, your basket and/or wishlist are held by default for a period of 30 days and then deleted. After this period all this data is completely removed from our site.

If you wish, you can delete these cookies from your computer at any time by using the preferences/options menus of your browser.

How is my personal data protected?

As an e-commerce site we obtain a certain amount of data that is needed for processing orders. All of this data is processed subject to the strictest confidentiality.

In application of the “Information Technology and Civil Liberties” ("Informatique et Liberté") Law of 6 January 1978, you have the right to access, correct, modify and remove data that relates to you. The site was registered with the French National Data Protection Commission (“Commission Nationale de l‘Informatique et des Libertés”) - CNIL as number 1386228 on 18 September 2009.

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

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

or by e-mail through the Contact us section.