FAQ
General information
Orders
Payment
Returns and refunds
My Aubade Club
This section will allow you to find answers to the most frequently asked questions.
How can I be informed of Aubade product updates?
You can be informed of all Aubade product updates by subscribing to our Aubade Newsletter by clicking here (Aubade Newsletter subscription link)
How do I subscribe to the Aubade Newsletter?
Please click on this link.
How do I unsubscribe from the Aubade Newsletter?
Please click on this link.
How do I know my size?
Our size guide will allow you to find out your size. Please click here.
What is the correct care for my lingerie and swimwear items?
Each product must be hand washed with a gentle detergent. You can find out the care instructions for each of our collections on its Trends page.
How do I know if the item is available?
If the item is available, it will be added to your “Shopping Bag”. Any item (shape/colour/size) offered for sale is available. However, if, after validation of your order, some items are unavailable, you will quickly receive an email informing you of this.
Why does the product I’m looking for not appear on the aubade.com website?
The product is no longer for sale in our shops or on our website, or it may be temporarily unavailable.
Will I find the same collections on the website as in the shops?
The collections offered on our website are identical to those in the Aubade shops (subject to stock availability)
This website is a true virtual shop!
Can I receive a catalogue?
To receive our catalogue, please send your request using the form designed for this purpose, clearly indicating your postal address so that we can dispatch it.
Can I receive samples and advertising media?
Unfortunately we do not have advertising media or samples of our products. We would also invite you to go to one of our shops or to our website in order to discover our products. You will find a list of points of sale in the section entitled “where to find us”.
How can I obtain Aubade campaign posters?
Some Aubade posters are available in our shops or from our closest distributors, subject to stock availability. You will find a list of points of sale in the section entitled “where to find us”.
How do I order items from the website?
Please click on “How do I buy on-line?”
How do I create an account?
To create an Aubade account, please click on this link.
How is it possible to change your account details?
Login on-line, then click on the “modify my account details” link. You can now view and amend your personal information.
If I am in the process of placing an order, how can I stop this?
You can stop your order at any time by simply closing the window. Everything you have added to your Shopping Bag will be cancelled. The purchase is only recorded when you click on the “Order” link.
Is it possible to deliver an order to several addresses?
Unfortunately it is impossible to ship an order to several addresses. You must place an order for each delivery address.
What is the delivery timescale for my order?
Your order will be delivered in a minimum of 5 days.
When can I benefit from free delivery?
Parcel post delivery is free of charge if you spend over EUR 120.
Can I track my parcel?
You can track your order by clicking on this link.
Can you deliver abroad?
Unfortunately, it is not possible to deliver abroad for the time being.
Can I change my delivery address?
By modifying your personal information, you can change the delivery address.
After validation of your order, it is no longer possible to change the delivery address.
What kind of parcel will my order be delivered in?
Your order will be delivered in a plain brown box.
Do I need to be there when my parcel is delivered?
It is better to be present at the time of delivery. The parcel is handed over against signature. If you are not there, you will receive a notification of visit giving you the address of the closest Post Office, so that you can collect your parcel within 15 days.
What is the time limit for lodging a complaint about an Aubade.com order?
You have 20 days in which to lodge a complaint about your order. After the 15-day period in which you may change your mind, only a fault with the product will be accepted and not poor use.
My order is incomplete, how do I get a refund for the non-shipped items?
No incomplete order will be shipped unless the web customer expressly requests this by email to the customer services department.
What are the payment methods at aubade.com ?
You have the option of paying for your order by credit card. Several types are accepted: Carte Bleue bank card, Visa, Mastercard.
Does Aubade.com guarantee me payment security?
The protection of your bank details is fully guaranteed by the Mercanet secured system. Your data is sent, encrypted, via the SSL server and cannot be known to a third party under any circumstances. This information is never sent to our server. This is also why you need to enter your bank details for each new order.
Why has my card payment not been made?
It is possible that your bank has refused to authorise the debit of your card for several reasons:
• Your account could have reached its limit.
• You have perhaps unintentionally selected an incorrect card type, number or expiry date when placing your order.
• The card number may include dashes or spaces that have not been recognised.
• It may also be a simple administrative formality on the part of the bank because the cardholder was not present to sign.
• Your card may be new and not yet activated.
My card payment has been refused.
It is possible that your on-line order has not been accepted. In this case, please check that you have correctly entered your card details and re-place the order. If the problem persists, please contact your card provider.
The size ordered is not the correct one.
You can return your order to us within 15 days of receipt, to the following address:
Usine AUBADE
Service Retours E-Boutique
23 avenue du général de Gaulle
86310 Saint Savin
Please include a copy of your order, which you will find in the parcel you have received.
We accept all returns within 15 days, provided the item has not been worn.
Please complete the return slip and include it in the parcel with the items returned.
How do I get a refund for my order?
All order refunds are made by re-crediting your credit card.
What do I do if I receive a faulty item?
Unfortunately, despite all the attention we give our products, it is always possible that an item might be faulty. In this case, please return it to us on receipt, free of charge. We will dispatch and identical item to you as soon as possible, subject to stock availability.
Can I exchange items I am not happy with on receipt of my order?
You have 15 days in which to exchange the item(s) you are not happy with.
I sent my order back to you over 15 days ago and I still have not been refunded.
= In the event of a delay in refund, contact the Aubade customer service department by email at the following address: eboutique@aubadepro.com
If you can’t find the answer to your question, please contact us. Click here.
