Orders
Can I change or cancel my order?
We begin preparing your order shortly after it is placed. If you need to make changes or cancel your order, please contact us as soon as possible. While we cannot guarantee changes once processing has begun, we'll always do our best to assist.
I entered the wrong shipping address.
Please contact us immediately. If your order has not yet been dispatched, we can update your shipping address. Once an order has shipped, we are unable to make changes.
Will I receive an order confirmation?
Yes. A confirmation email will be sent to you shortly after your purchase. Once your order has been dispatched, you'll receive a second email with your tracking information.
Shipping
Where do you ship?
We ship to select international destinations. If your country is unavailable at checkout, please contact us and we'll be happy to assist.
When will my order be shipped?
Orders are typically processed within 1–5 business days.
Once dispatched, estimated delivery times are:
- Asia: 5–8 business days
- North America: 5–10 business days
- Europe: 5–10 business days
- Australia & New Zealand: 5–10 business days
Delivery times may vary during holidays or customs processing.
Do you offer free shipping?
Yes. We offer complimentary shipping on qualifying orders. The applicable threshold will automatically appear at checkout.
Will I have to pay customs duties or taxes?
International orders may be subject to customs duties, taxes, or import fees determined by your local customs authority. These charges are the responsibility of the customer.
Returns & Exchanges
Do you accept returns?
At this time, all purchases are considered final sale. We are unable to accept returns, refunds, or exchanges for change of mind, incorrect size selection, or personal preference.
We encourage you to review the product description, measurements, and size guide carefully before placing your order. If you have any questions about sizing or fit, please don't hesitate to contact us—we're happy to help before you purchase.
What if my order arrives damaged or I receive the wrong item?
We carefully inspect every order before it leaves our studio. If your item arrives damaged, defective, or if you receive the incorrect item, please contact us within 7 days of delivery with your order number and clear photographs of the issue. We'll review your request and work with you to resolve it as quickly as possible.
Do you offer free shipping?
Yes. We offer complimentary shipping on qualifying orders. The applicable threshold will automatically appear at checkout.
Can I cancel my order?
Orders begin processing shortly after they are placed. If you need to cancel your order, please contact us immediately. While we cannot guarantee cancellations once processing has begun, we'll do our best to assist if your order has not yet been dispatched.
Sizing
How do I choose my size?
Each product includes a detailed size guide with garment measurements. If you're between sizes or need personalized advice, feel free to contact us—we're happy to help.
What size does the model wear?
Each product page lists the model's height and the size worn to help you compare the fit.
Products & Care
How should I care for my garments?
Care instructions are provided on each garment's care label. To preserve the quality and longevity of delicate fabrics, we recommend gentle care and following the instructions carefully.
Will sold-out items be restocked?
Some of our designs are produced in limited quantities and may not return once sold out. If a restock is planned, you can sign up for notifications on the product page.
Why do colors look slightly different online?
We strive to display colours as accurately as possible, but slight variations may occur depending on your screen settings and lighting conditions.
Payments
What payment methods do you accept?
We accept all major credit cards as well as the payment methods available through Shopify at checkout.
Is my payment secure?
Yes. All payments are securely processed through Shopify's encrypted checkout. Your payment information is never stored by La Poétisse.
Contact
How can I contact you?
If you have any questions, we'd love to hear from you. Please contact us through our contact form and we'll respond as soon as possible.