- Check your SPAM folder (depending on your email provider, the confirmation may end up in the SPAM folder).
- Check your email address in your customer account.
If you still can't find your order confirmation, contact us and we will help you.
Frequently Asked Questions
Orders
Q: Can I change my order after placing it?
A: Unfortunately, once an order is confirmed, we cannot guarantee changes. Contact our customer service for assistance.
Q: Can I cancel my order?
A: If your order has not yet been shipped, contact us promptly to see if it is possible to cancel. Once shipped, you will need to follow the returns procedure .
Q: Why haven't I received an order confirmation?
A : Please check the following points, which usually resolve the issue:
Q: What payment methods do you accept?
A: We accept payments by credit card (cards from the "CB", Visa, Mastercard, American Express network are accepted ), Paypal and Apple Pay (available only on iOS).
You can consult the detailed payment conditions in article 5 of the general conditions of sale .
Q: How can I track my order?
A: You can track your order by logging into your customer account or using the tracking number provided by email.
Delivery
Q: What is your delivery policy?
A: Visit our " Shipping Policy " page for detailed information on delivery times, fees, and available options.
Q: Do you offer free shipping?
A: We offer free delivery for orders over 100 euros. See our " Shipping Policy " page for more details on shipping costs.
Returns
Q: Can I return a product and how?
A: Yes, you can return a product within 14 days of receipt. Complete the online returns form , and you will be provided with a prepaid return label.
You can consult the detailed return conditions in the refund policy .
Q: Can I exchange an item instead of returning it?
A: Currently we do not offer direct exchanges. You can return the item and place a new order.
Q: How do I get a refund for a returned product?
A: Once we receive and inspect your return, we will issue a refund within 14 business days to the original payment method.
You can consult the detailed refund conditions in the refund policy .
Q: What should I do if the product I received is defective or damaged?
A: Contact our customer service as soon as possible with photos of the damaged product, and we will help you resolve the problem.
You can consult the detailed refund conditions in the refund policy .
Q: I received an incomplete order, what should I do?
A : We are sorry that you received an incomplete order. First of all, we advise you to check whether your order was sent in one or more parts. When the order is sent in multiple parts, you will see this in the shipping confirmation email.
If you have received all parts and the order is incomplete, contact us. If the package is damaged, please take a photo of the package.
Customer account
Q: Where can I find my account details?
A: Log in to your account on our site to access all your account information, including order history, addresses, and payment information.
Products
Q: How do I determine my correct size?
A: Consult our size guide, available on each product page, to choose the size that suits you best. If in doubt, our customer service is here to help you.
Q: How can I take care of my clothes to extend their life?
A: See the care labels on each product for specific instructions. In general, follow the washing and drying instructions to ensure optimal lifespan.
Q: Do you offer gift cards?
A: Yes, we offer e-gift cards. You can buy them on our site and send them directly to your loved ones.
Q: How can I be informed of new collections and promotions?
A: Follow us on social media and sign up to Club Tapüy to receive exclusive updates on new collections, promotions and special events.
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