Would you like to get help? Our FAQ is the best way to do this. Find answers to questions asked by other buyers to make your experience easier

What are the delivery methods, delivery times and prices?

We work with DHL Express to deliver your purchases. Shipments to Germany, Belgium, Spain, Metropolitan France, Italy, Luxembourg and Monaco benefit from delivery within 1 working day for any order placed before 10 a.m. (Paris time). Other destinations benefit from delivery 2 or 3 working days after the order. Shipping costs for mainland France and Monaco are €4. Shipping costs for Germany, Belgium, Spain, Great Britain, Isle of Man, Italy, Luxembourg, and the Netherlands are 10€. Shipping costs to Austria, Bulgaria, Cyprus, Croatia, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Malta, Poland, Portugal , Czech Republic, Romania, Slovakia, Slovenia, San Marino and Sweden are 20€. Shipping costs are free from 300€ purchase.

Can I have it delivered to work? Who can collect my order?

You can have it delivered to the address of your choice. To have it delivered to work, simply specify the name of the company in the field provided for this purpose when ordering on Leclaireur.com.
Only the recipient entered when ordering can receive the package. However, before delivery DHL will send you an SMS and/or email, allowing you to personalize your delivery options.

What are my additional delivery options?

In order to offer you optimal service and receipt of your order in the best conditions, our partner DHL offers you the possibility of personalizing your delivery preferences once your order has been placed. Before arriving at the address provided, DHL will send you an SMS and/or an email confirming the delivery date, and offering you the following options via a link to its On Demand Delivery site:
Schedule your Delivery
- You can set another delivery date.
- The new delivery date can be scheduled up to 7 days after the original date.
Delivery Authorization without Signature
- You authorize DHL to drop off your package at a specific location relative to the address indicated (in front of the door, at reception, etc.).
- Small packages can be placed in the mailbox, larger packages will be placed in a secure location following your instructions.
Collect from a Service Point
- You choose to collect your package directly from a Service Point.
- The closest Service Points will be suggested to you on a map (DHL agencies, shops, Relay Points, lockers, etc.).
- The postal code can be modified to locate Service Points in another area.
Other Address
- You request to be delivered to another address on a specific date.
- This new address must be in the same country of destination.
If you select one of these options, your choice will be confirmed to you by email.

What happens if I am not there at the time of delivery?

The delivery person will leave a delivery notice and drop off the package at the collection point closest to the customer's home or return the goods to the DHL agency.

Do you offer same day delivery?

We are unable to offer same day delivery at this time.

How can I track my order?

To track your order, simply go to the link provided in the shipping confirmation email for your order.
You can also click here and enter your tracking number provided in the shipping confirmation email for your order.

Can I collect my order from a Leclaireur store?

We are not able to offer you an in-store collection of your order at this time.

Which countries do you deliver to?

We deliver to the following countries: Germany, Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Spain, Estonia, Finland, mainland France, Great Britain, Greece, Hungary, Isle of Man, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Czech Republic, Romania, San Marino, Slovakia, Slovenia, Sweden.

Why are some products subject to delivery restrictions?

Only designer pieces and furniture are subject to such restrictions in order to process your request optimally. We therefore invite you to contact our spaces via the link on the product sheets.

Will I have to pay customs duties upon receipt of my order?

Good news ! Our delivery areas being part of the European Customs Union, you will not have to pay any customs fees.

How is my order packaged?

You will receive your order in a pretty box stamped Leclaireur, itself in a protective box.

How to exchange or return one or more item(s)?

We do not carry out exchanges. To exchange a part you will need to make a return and then another order.
Returns must be made within 14 days of receiving the order.
To make a return if you do not have an account, please contact us via the contact form.
Returned products must be in perfect condition, they must not have been worn or washed, and the security tag must not have been detached. Returned products must be placed in their original packaging.

Can I return an item to the store?

We do not currently offer in-store returns.

How and within what time frame can I get reimbursed?

You will be refunded within 30 days of your return request.
If certain items are not eligible for reimbursement (damaged or worn products, torn security tag, etc.) they will then be returned to the original address of the order.
Returned products must be in perfect condition, they must not have been worn or washed, and the security tag must not have been detached.

How should I package my return/exchange?

Returned products must be placed in their original packaging.

Are the return costs my responsibility?

You will not be charged any fees for returning a product.

How to contact customer service?

You can contact our customer service via our contact form or by email directly at contact@leclaireur.com

How to make a purchase on Leclaireur.com?

To make a purchase, simply go to the product sheet for an item and select a size. Add the product to the basket by clicking on the button provided for this purpose then go to your basket by clicking on the icon. Identify yourself. Check your cart and confirm the purchase.
Enter your delivery and billing information. Then enter your bank details.
Once these steps have been validated, an email confirming receipt of your order will be sent to you.
Once your order has been shipped, you will receive a new email containing a tracking number for your package.

Do I need to create an account to place an order?

Yes, you must be logged in to place an order.

Is it possible to place an order by telephone?

We do not accept orders by telephone at this time.

How do I find a specific item?

Simply type the product type and/or brand into the search bar.
You can also write the supplier reference there if you know it.

I'm not sure what size to order: what should I do?

Each product sheet is provided with a Size Guide, available here allowing you to easily find the ideal size for you.

How do I know if my order has been taken into account?

You will receive a confirmation email once your bank details have been validated by our secure payment service.
Then, a second email, confirming the shipment and containing a tracking number, once our teams have carefully prepared your package, and it will be taken care of by the transport service.

How can I modify or cancel my order?

If you have not yet validated your bank details, simply abandon the order and return to your basket to modify it.
Once the bank details have been validated, you will no longer be able to modify or cancel your order.

Is it possible to add an item to my order?

If you have not yet validated your bank details, simply return to the product sheet of your choice and add it to your basket.
Once the bank details have been validated, you will no longer be able to modify or cancel your order.

Do you sell the same products on Leclaireur.com and in stores?

The majority of products are identical, but Leclaireur's physical and digital destinations each offer exclusives.

What are the payment options available ?

Leclaireur accepts the following payment methods: Visa, MasterCard.

Can I use my bank card securely?

Your banking details will be and remain encrypted, even when you decide to save them. Only our service provider Stripe will have access to it when validating your details. Finally, we use SSL certification guaranteeing the complete security of your data.

When will my bank account be debited?

Your credit card will be charged when your package is ready to ship. If your package cannot be prepared, you will be notified of the cancellation and your card will not be charged.

What currency can I use?

The Euro is currently accepted on Leclaireur.com

Do the prices displayed include VAT?

All prices displayed on Leclaireur.com include VAT.