De Fursac
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Frequently asked questions



Our online boutique remains open however where our teams are working in complete compliance with all recommended health and safety measures. Deliveries may take a few days longer than normal, but return times have been extended accordingly.


In France and United Kingdom, our stores are currently closed in accordance with governments guidelines until further notice. 

actions of solidarity

Our House has always defended a certain notion of elegance in all of its actions. This principal makes more sense today than ever before.

While it is difficult to imagine the daily challenges faced by the healthcare workers who are currently fighting this virus on the front line, it is not difficult to express our gratitude and our support. This is why we have decided to donate 8000 meters of fabric, elastic and ribbons to the Creuse region, the birthplace of our House.

The departmental council, in collaboration with the “Couturières du 23” (a network of united couturiers), will then make the masks and hospital scrubs that are so vital in protecting those who are protecting us. They will be distributed to health personnel, nursing homes, as well as to the home help services in the region.

This gesture of goodwill is just the beginning and we will keep you informed over the next few weeks of our future actions.

At the same time, De Fursac remains committed to providing you with the best possible service in these unprecedented times. Below you will find answers to the most frequently asked questions. You can still contact us at, or via our social networks.

Can I still place an order? Will I receive my PARCEL?

The services of La Poste as well as those of DHL are assured.

Any order placed and collected by our carriers will therefore be delivered as soon as possible. We apologize in advance if the delivery time is slightly extended.

We inform you that, since June 29, our parcels are delivered again with signature upon receipt.

How do I return my parcel?

We invite you to notify us of your return request by following the normal procedure on your personal account on

Some post offices and pick-up points are still closed. To find out which establishments are open, please click here.

I left my item in the shop for an alteration, how can I get it back?

Our stores are currently closed in accordance with French government guidelines until further notice. Unfortunately, in-store alterations cannot be provided.

Who do I contact if I have further questions?

If you have any questions, our customer service remains at your disposal to assist you in the best possible way during this exceptional period. We invite you to send us an email at (we can also be reached by phone at +33(0)1 40 07 97 44, from Monday to Friday between 10am and 6pm).

Customer account

How do I create my account?

To create your account at the De Fursac online boutique, enter your email address as well as the other required information in the relevant fields. Your email address will be your username.

How do I modify my account?

To change your password or your billing info, click on “My Account” and enter your username and password. Once connected you can see and change your personal details in the “Profile” tab.

I've forgotten my password, how do I get into my account?

When you click on the link “forgotten password”, type in the email address you used when setting up your account. A new password will be instantly sent to you by email.

How do I subscribe to the newsletter?

Sign up for the De Fursac online boutique newsletter by entering your email on the homepage of the newsletter column at the top left, or in the bottom left footer. You'll be kept informed of all the brand's latest news and exclusive offers.

How do I unsubscribe from the newsletter?

You can unsubscribe from the newsletter by simply clicking on the unsubscribe link found at the bottom of the newsletters you receive. You can also do it in your account, under the “Profile” tab. Don't hesitate to email us if you encounter any difficulties at: or by phone on: +33 (1) 40 07 97 44.

How are my personal details used?

The information you provide us with to process your order is used solely in the context of our selling goods to you. Under no circumstances are these details shared with any third parties or resold. Under the Data Protection Act of January 6th 1978, you have the right to access and rectify any personal data concerning you. The payment process itself is secured by OGONE/INGENICO, providing encryption and protection of your bank details. De Fursac has no knowledge of card numbers, and INGENICO does not retain them after having transmitted the payment transaction to the bank.

Customer service

How do I contact the de fursac online boutique customer services?

You can contact us by email at or by telephone on +33(0)1 40 07 97 44, from Monday to Friday between 10am and 6pm.

What should I do if my product is damaged or I didn't receive the product ordered?

Sign into your account and make a returns request by selecting the relevant order in the “Orders” tab. If you order hasn't been delivered you can consult its status in the “My Account” section. You have 15 days to notify customer services by email at or by telephone on +33(0)1 40 07 97 44.


How long before my order is dealt with?

Orders are dealt with and sent by courier within 48 - 72 business hours (from Monday to Friday). It may take longer during promotional periods.

Delivery may suffer a delay during outlet sale.

How do I know where my order is?

We will send you a confirmation email within a few minutes of your order is validated. In this email you will find a summary of your order as well as a link that gives access to your account and the status of your delivery. You will receive an email with a tracking number allowing you to follow your order both on the courier's website and directly via the “Orders” tab in your De Fursac account.

What are the different statuses of my order?

Processing : Your order has been placed and will be prepared soon. 

In preparation : Your order is being prepared in our warehouse. Its shipping is imminent. 

Shipped : Your parcel is ready and will be handle by the carrier. You will be able to follow its delivery by using the tracking number. 

How can I cancel my order?

You can cancel an order when it has yet to be prepared, as long as you notify us with an email sent to


What methods of payments are accepted?

We only accept payment by bank cards and PayPal. Payments are completely secured by our partner INGENICO/OGONE, the European leader in online payments.
De Fursac reserves the right to cancel any order for which the 3D-Secure/SafeKey identification process is not successfully validated, or any Paypal transaction which do not come from a verified Paypal account.

Which bank cards are accepted?

The bank cards accepted in the De Fursac online boutique are as follows: Carte Bleue, Visa, MasterCard and American Express.

How is payment secured?

The De Fursac online boutique uses the INGENICO/OGONE e-Commerce payment solution. INGENICO/OGONE are the leaders in European online payments. The solution was developed to enable you to make payments in an ergonomic environment, with optimal security and total respect for privacy. INGENICO is used by thousands of online e-commerce sites. You can recognise these sites thanks to the mention ‘Payment secured by INGENICO' featured on the payment page. For your security a payment protocol has been installed: “3D Secure”, allowing for a better authentication process of the card holder during purchases made on our site while protecting the web user from fraudulent use of their bank card. This authentication is based on a model composed of 3 components, hence the name 3D Secure, which are:

  • The retailer
  • The bank
  • The bank card system

During your payment a message with a request for identification will be made so as to finalise the request for payment. Depending on the bank issuing the card, the ID request will vary: secret code, birth date… In case of any problems with the 3D Secure payment, please contact the issuer of your bank card.

My discount code doesn't work, what should I do?

Check the validity date of your discount code. Make sure you respect lower or upper case letters without any spaces. Remember to empty the cache of your computer. If your code works a text will pop up to tell you so. Codes are not cumulative: if you have several, only one can be used for your order. After following these procedures and if the code still does not work, we ask you to telephone the De Fursac online boutique Customer Services on 33(0)1 40 07 97 44 or send an email to


What are the times and costs of delivery?

We offer several means of shipping according to the parcel's destination. You order is prepared by our services, it will then be given to whichever courier corresponds with the delivery method and the country you have chosen.


Delivery in Mainland France Colissimo: FREE

Delivery Times: 48 - 72 hour delivery for all orders. Delivery times are calculated in business days, not including weekends and bank holidays.

The orders preparation and delivery delay may be extended during peaks in activity (sales, private sales).

Delivery may suffer a delay during outlet sale.

Your order will be hand delivered, from Monday to Friday between 9am and 6pm. Delivery in Mainland France is automatically offered on all purchases. Once the parcel has been sent you will receive a Colissimo tracking number by email which will allow you to follow your parcel. You can also track your parcel directly from you customer account.

In case of absence or not being able to receive your parcel, several attempts of delivery may take place on the initiative of La Poste or its foreign partners. In the case of a second absence, missed delivery note will be left explaining the procedure to obtain the parcel from the nearest La Poste point. Your ID will be requested to collect your parcel. 

For the orders in Mainland France, your parcel will be kept during 15 days from the day you receive the missed delivery note. For international orders, this delay may vary from 5 to 15 days according to the removal point chosen by the customer. Beyond this deadline, the parcel will be automatically returned to us. 

Advice: We recommend that you have your parcel delivered to your workplace with someone always able to receive your parcel.

Corsica: Orders destined for Corsica will be delivered in the same conditions but with an average delivery time of four days with Colissimo Expert.

In store collection: FREE
Your parcel will become available within 2 – 4 working days at the boutique of your choice as indicated when ordering (apart from department store corners). An email will be sent to you as soon as the parcel arrives in the boutique. This information is also accessible via the ‘Orders' tab in your customer account.
We reserve the right to withdraw temporarily this service.


Destination Colissimo Colissimo
Delivery times
Delivery Times
Austria €20 3 – 5 Days x x
Belgium €15 3 – 4 Days x x
Czech Republic €20 3 – 8 Days x x
Denmark €20 3 – 8 Days x x
Finland €25 3 – 8 Days x x
Germany €15 3 – 4 Days x x
Hungary €20 3 – 8 Days x x
Ireland  €20 3 – 8 Days x x
Italy €20 3 – 8 Days x x
Luxembourg €15 3 – 4 Days x x
Netherlands €15 3 – 4 Days x x
Poland €20 3 – 8 Days x x
Portugal €20 3 – 8 Days x x
Spain €20 3 – 8 Days x x
Sweden €20 3 – 8 Days x x
United Kingdom €35 3 – 8 Days x x
Norway x x €45 2 – 3 Days
USA x x €45 2 – 3 Days
Canada x x €45 4 – 5 Days
Hong Kong x x €75 3 – 4 Days
Singapore x x €75 3 – 4 Days
Japan x x €75 4 – 5 Days
South Korea x x €75 4 – 5 Days
Australia x x  €95 4 – 5 Days
United Arab Emirates x x €95 4 – 5 Days
Qatar x x €95 4 – 5 Days

Regarding non-E.U. delivery, a tax can be added when receiving the parcel, depending on the Buyer country's customs regulations.

What are the shipping and delivery times?

The shipping times are 24 business hours maximum (from Monday to Friday). This corresponds with the time it takes to prepare your order before giving it to the courier chosen. These might be extended during promotional periods.

Can you deliver abroad?

We currently deliver to the following countries:
Mainland France, Austria, Belgium, Czech Republic, Denmark, Finland, Germany, Hungary, Ireland, Italy, Luxemburg, Netherlands, Norway, Poland, Portugal, Spain, Sweden, United Kingdom, Australia, Canada, Hong Kong, Japan, Singapore, South Korea, Qatar, Romania, United Arab Emirates and the United States of America.

What should I do if I'm not at home when delivery is attempted?

In case of absence or not being able to receive your parcel, several attempts of delivery may take place on the initiative of La Poste or its foreign partners. In the case of a second absence, missed delivery note will be left explaining the procedure to obtain the parcel from the nearest La Poste point. Your ID will be requested to collect your parcel. 

What should I do if I don't receive my order?

If you haven't received your order within the recommended times, and no missed delivery note has been left, you can check the status of your parcel from the “Orders” tab of your online account or contact the courier chosen. You have 15 days to notify the Customer Services by email: or by telephone on +33 (1) 40 07 97 44


Under which conditions may I exercise my right of Withdrawal?

You have 14 days from the day after the reception of the good to send us the dedicated form duly filled. No justification will be necessary to exercise this right. 
After this period, you can no longer appeal to your right of withdrawal.

How to exercice my right of withdrawal ?

In order to exercise your right of withdrawal, you must fill in the dedicated form and send it at the following address :

Customer services
112, rue de Richelieu
75002 Paris

or by email to

Starting from the demand of withdrawal notification, you must send back the Product(s) within 14 days, at your own expenses.

How will I be reimbursed?

You will be reimbursed on the card you used for the original payment, via our payment partner INGENICO, and within 14 days following receipt of the withdrawal notification by De Fursac, or by PayPal.

Returns and refunds

How do I return a product and how long do I have?

You have a period of 20 days from the date of receipt of your order to return. Upon reception of the confirmation email, you will have seven (7) working days in order to return the Product(s) ordered. The articles MUST be in their original condition, never worn and intact with the tag fixed to the garment. Articles that are returned incomplete, damaged or worn will not be accepted.

To return any articles you must complete the online returns forms available in your personal space “My Account” under “Orders”. You can then follow your return into “My returns". Once the request has been accepted by De Fursac, you simply have to put the printed return slip, the article and its tag in their original packaging and send. For orders in Mainland France (excluding items purchased from our e-shop outlet), returning an item is automatically free : 

  • With a pre-paid Colissimo label (available under “My Account” or on request from the De Fursac Customer Services).

For orders made outside Mainland France or for items purchased from our e-shop outlet, the return shopping costs are payable by you. It is essential that the parcel be sent with a tracking option and signed for delivery to the following address (the tracking number will allow you to ensure correct delivery of the parcel and be informed on the return status):

DE FURSAC – Service retours
SMCP, 1 rue Jules Vallès
95670 Marly la ville

Should you require any further information you can contact the Customer Services by email: or by telephone on +33 (1) 40 07 97 44

How do I make a claim on my order?

You have fifteen days from the date of delivery to make a claim. You can contact the Customer Services by email: or by telephone on +33 (1) 40 07 97 44

How will I be reimbursed?

You will be reimbursed on the card you used for the original payment, via our payment partner INGENICO, and within 15 days following receipt of the proof of sending, or by PayPal.

Technical problems

I'm not receiving your confirmation and shipping emails, what should I do?

These emails occasionally go into junk or spam mail folders in your email account. Account providers are effectively becoming increasingly sensitive about protecting the private lives of their users as they identify emails that have not been sent by a name in your contacts list. So we advise you to authorise the domain in your anti-spam tool and/or your email account. If the problem continues you can contact the Customer Services by email: or by telephone on +33 (1) 40 07 97 44

I can't seem to make a payment, whay should I do?

If you cannot make a payment, check that the card numbers and the expiry date are all correct. For security reasons the Customer Services do not have access to your bank details but remain at your disposal to guide you.
If the problem continues you can contact the Customer Services by email: or by telephone on +33 (1) 40 07 97 44

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Free delivery in mainland France

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