Questions fréquentes

ORDER

You cannot pay for your order because an item is out of stock. This freezes your shopping cart, which cannot be confirmed. To be able to confirm your shopping cart, all you need to do is remove the item that is no longer available. A warning * appears beneath the item that is out of stock.

Once your order has been prepared by our departments and shipped, the status of your order changes from “being prepared” to “shipped” and an order tracking email will be sent to you by email by our logistics partner to tell you the tracking number (parcel number) so that you can track the delivery of your parcel either on our partner’s website, or directly on the homepage of your customer area by clicking on “see” my order.

The order is completed when payment has been made and an order confirmation has been sent to you by email. If you cannot make payment, please contact Customer Service, who will be able to help you complete your order.

If you don’t receive an order confirmation, check that the email address entered in your account doesn’t have any mistakes in it (typos in the address) or whether the email went into your spam folder. Your order may also have been cancelled automatically if you didn’t get to the end of the payment process. In this case, place your order again.

If your order doesn’t appear in the MY ORDERS section, check that the email address entered in your account is correct (no typos in the address) because your order is linked to the email address entered in your account.

If there is a mistake in your order :

  • missing item
  • size is different from the one that was ordered
  • different item delivered
  • order is not yours

Please inform Customer Service so that it can resolve the problem. To err is human, please don’t hold it against us. We will do our best to put things right quickly and satisfy you.

The status of your order changes to “being prepared” once your order has been taken after payment has been made by bank card or via PayPal. You don’t need to do anything, because at this stage, our logistics department is preparing your order. Your status will change to “shipped” when the order is sent from our warehouse.

For you to be able to make a return request, the status of your order needs to be “shipped” or “order delivered”. If the status is still “being prepared” even though you have received your parcel, don’t worry, the status may yet be updated. If this doesn’t happen, please contact Customer Service so that it can update the status of your order.

Orders are placed on the website only. However, if you have any difficulties in completing your order, contact Customer Service, who will call you back and can help you to complete your order.

We don’t offer exchanges of items that have been ordered. We invite you to return the item that isn’t suitable for you and place a new order in the size you want.

Once an order has been placed and confirmed by being paid for, no changes can be made on the website. For any changes of size or colour, please contact < href="https://www.sanscomplexe.com/en/contact">Customer Service.>

The address for the order cannot be changed once the order has been placed. Please contact Customer Service for any changes to your order.

When an order is placed, you automatically receive an order confirmation in your email inbox. If you haven’t received it, check your junk emails in your spam folder. There might also be an error in your email address. The order is linked to the email address stated in your order. Contact Customer Service to correct the mistake.

PROMO CODE

Make sure it is still valid and that the terms of use have been adhered to (promotion not offered, minimum purchase value, out of date). Do not put any spaces before or after the code.

If your promo code is linked to a specific offer, you will find the general terms of use in the footer of the website, “order online” section, then the “terms of current offers” tab. If you received your promo code by email, please see the general terms for the use of the code at the bottom of the email. If you have any questions, Customer Service is available to help you.

RETURNS AND CREDITS NOTES

The costs of returning it are payable by you, unless it is your first order. All you need to do is affix the delivery slip to the parcel, as well as the return authorisation if you want to print it out, and return everything in the post, putting our address on the parcel..

Here is the link that explains the return process on our website: https://www.sanscomplexe.com/vos-retours-en-5-etapes

We don’t offer any return labels to be printed out or returns via a Collection Point.

All you need to do is affix the delivery slip to the parcel, as well as the return authorisation if you want to print it out, and return everything in the post, putting our address on the parcel.

Here is the link that explains the return process on our website: https://www.sanscomplexe.com/vos-retours-en-5-etapes

You can return items you have purchased on our website for a refund or credit note up until 30 days after the delivery date. Once 30 days have passed, no returns will be accepted.

You will find the detailed terms for returns in the general terms of sale: here

You will be informed by email that your return has been received. In addition, by logging into your account, in TRACK MY RETURNS, you can track the return status of your order. If your return has been received on our premises, the status will change from AUTHORISED to RETURN RECEIVED.

Once your return has been received and processed, the refund will be given within 14 working days.

If you no longer have your delivery slip, you can return your items to us together with the return authorisation that you received by email (to be printed out), stating the return number on it or writing your contact details, the RMA return number and the order number on plain paper, so that your return can be identified and processed as soon as possible.

You can deduct your credit note at the “Payment” stage when choosing a payment method.

To return your item as a guest (if you don't have any personnal account on our website ), just take your order number and fill that form : Clic here to see the guest return form

LOGGIN IN

Here are a few pointers that could help you to work out why you are unable to log in with your email address:

  • Perhaps you entered your email address incorrectly ?
  • Is your password correct ?
  • Have you used capitals and lower case letters in the right places ?

To reset your password, clic here..

If you still can’t log in, don’t panic, please contactCustomer Service
.

If you can’t remember your password, click on  Forgot your password ?, and enter your email address so that you can receive a link to reset your password.

If you don’t receive the password reset email, check your spam folder, or go through the process a second time. If necessary, contact Customer Service

For security reasons, you cannot change your email address by yourself. We invite you to make a request to change it to our Customer Service via the contact form here, specifying the old and new addresses.

DELIVERY

Overseas delivery is not currently available. To be informed of any future international delivery options, please send a message to Customer Service, who will notify you when delivery to your country becomes available.

Delivery is free of charge for any order comprising €75 or more of purchases billed not including postage, only for Colissimo deliveries that are not signed for and Colissimo Collection Point.

Yes, that’s absolutely possible. To do that, please create a new postal address in your customer account which corresponds to the place where you are on holiday. Don’t forget to indicate this new address when you make your purchase.

You will be notified by email by Colissimo that your parcel has been sent and made available at the collection point. You can also track the delivery of your parcel on La Poste’s website https://www.laposte.fr/outils/suivre-vos-envois with the tracking number that will be emailed to you by Colissimo.
PRODUCT / SIZE / SHAPE

If the style, size or colour you are looking for is no longer visible on our website, this will be because the item is out of stock or is no longer part of our current collection.

To find out your size, you can go to the “Size guide” by clicking on the link below : https://www.sanscomplexe.com/trouvez-votre-taille-de-soutien-gorge..

For more details or personalised advice, you can contact our advisor either through online chat, or on 03 90 29 21 73.

If your size is no longer available but you don’t want to say goodbye to the bra you’ve got your heart set on, bear in mind that there are size equivalents for lingerie. All you need to do is add 5 to your band size and take off one cup size. So for example, if you take a 95D, you can also try a 100C bra, which may fit you. A table showing equivalents to your size can be found here: https://www.sanscomplexe.com/trouvez-votre-taille-de-soutien-gorge

An email from our departments informs you that one or more items in your order is/are out of stock. In this event, you need to get in touch with us by email or telephone so that changes can be made and so that your order, which is currently on hold, can be prepared and shipped.

PAYMENT
Yes, it’s completely normal for you to be charged immediately, because it’s the payment that confirms your purchase/order.

An order is cancelled automatically when payment has not been taken or when you take too long to enter your bank details.

GIFT CARD

To use your gift card, enter your gift card code in the GIFT CARD box when you view your SHOPPING CART and click on OK. Don’t add any spaces to the code or leave any out. The amount will be deducted automatically in your shopping cart.

NEWSLETTER

To unsubscribe from the Newsletter, just log into your account, in NEWSLETTER SUBSCRIPTIONS, untick “I’m signed up” and save. A window will confirm that you have unsubscribed from the newsletter and a confirmation email will be sent to you.

The information that is collected in the form when you sign up for the Newsletter is registered and kept for 3 years. If you don’t open it or don’t place any orders on our website within this period, your registration is automatically ended. To resubscribe, go into NEWSLETTER SUBSCRIPTIONS and tick “I’m signed up”. You will then receive all of our sales offers by email.