Frequently Asked Questions
POINTS OF SALE
To take care of your côte&ciel products, we suggest you take a look at the important care advice you will find on each product page.
- General care advice
We recommend cleaning the product by wiping with a slightly damp cloth soaked in water only.
côte&ciel cannot guarantee the product will not be discoloured or damaged with alternative methods and liquids.
côte&ciel advise against waterproof sprays, as these may result in fabric discolouration.
côte&ciel warranties do not cover damages resulting from inappropriate cleaning methods.
- Leather care advice
To maintain the original presentation and finish of the product we recommend cleaning it with a soft, dry cloth and limiting its exposure to direct heat or intensive sunlight. Care should be taken when wearing light coloured garments to avoid colour transfer.
PLACE AN ORDER
We highly recommend you create a côte&ciel account to have a full and complete shopping experience on our website.
If you encounter any difficulties when placing an order, please contact our Customer Support.
Once an order has been dispatched, it is no longer possible to cancel it. For this reason, we kindly advise you to send an email to email@example.com as soon as possible and we will check the possibility of fulfilling your request.
CHANGING THE SHIPPING ADDRESS
CHANGING THE BILLING ADDRESS
The billing address cannot be changed after the order has been placed.
In our European online shop prices are in EUR.
In our North Americas and Asia-Pacific webstores prices are in USD.
TAXES & DUTIES
Please note that taxes and duties are included, and no additional charges will be applied to your final price.
If your shipping destination is the USA, please visit our webstore for USA. If your shipping destination is in the Asia/Pacific region, please visit our webstore for Asia/Pacific.
We ship the côte&ciel range from our online store to many worldwide destinations.
Unless otherwise agreed, we will dispatch to the shipping address provided by the customer during checkout.
For our shipments in Europe we use United Parcel Service (UPS) and all risks related to the goods and ownership of the products pass to the Customer once collected by a forwarder or carrier.
Please note that UPS terms and conditions will apply, and these can be found at https://www.ups.com/nl/en/Home.page
- European Union Countries
From our online store in Europe, we currently ship to: Austria; Belgium; Bulgaria; Croatia; Czech Republic; Denmark; Estonia; Finland; France; Germany; Greece; Hungary; Ireland; Italy; Latvia; Lithuania; Luxembourg; Malta; Netherlands; Poland; Portugal; Romania; San Marino; Slovakia; Slovenia; Spain; Sweden;
- Non-European Union Countries
From our EU online store we also ship to these Non-European Union Countries: Gibraltar; Guernsey; Isle of Man; Jersey; Norway; Switzerland; United Kingdom.
- Shipments to Non-European countries are currently subject to delay due to customs clearance processes.
If you are unable to find your country at checkout, please contact customer service to check the possibility to ship to you, with an additional shipping charge based on forwarder prices for your location.
côte&ciel offers free standard shipping (1-5 business days) for all orders over €100, while orders under €100 are charged €12.
If for any reason you need to expedite your shipment, please contact firstname.lastname@example.org and we will do our best to accommodate your request.
Kindly note that an additional shipping charge might be applied for different shipping methods.
We ship orders from our warehouse in Netherlands and aim to dispatch all orders within 48 hours (Monday - Friday).
We do not offer weekend deliveries and we do not dispatch orders on Public Holidays.
The estimated delivery time (after picking up by UPS) is 3-5 working days and depending on your location it may also take longer.
Kindly note that estimated delivery times are to be used as an indication only and run from the date of dispatch.
côte&ciel is not responsible for any delays caused by destination customs clearance procedures or incorrect shipping address.
TRACK YOUR ORDER
Once your order has been shipped, you will receive a shipping confirmation email with the tracking number to track the entire shipment of your parcel.
For further information regarding your orders, just log into your côte&ciel account and check your order history.
We want you to be happy with our products. Should you for any reason be unhappy with the delivered product, you have the right to return the unused product within 14 days (from the date of delivery).
Kindly note that the product must be returned in an unused condition, in all original packaging and with hangtag still attached.
To proceed with a return, please open a Return Request in our Returns Center and follow the return instructions provided in the email.
In case your order does not appear as available for creating a return request, please contact email@example.com
You are responsible for the shipping costs of returning your goods.
You can select the carrier of your choice, but we recommend using traceable carrier, such as DHL or UPS.
We have the right to deny refund if the returned product does not meet our policy requirements.
Once your returned product has arrived at our warehouse and been assessed as being in a satisfactory condition for return, we will process your refund.
Please note that this process may take up to 14 working days from the date your returned product is received by our warehouse.
If for any reason you wish to exchange your product for a different size/ model/ material, please contact firstname.lastname@example.org and we will check the possibility of fulfilling your request.
côte&ciel philosophy has always been green-oriented and our aim is to become more and more a sustainable brand, also following the new UN Agenda 2030 guidelines.To achieve this, we are working to reinvent the design not only through new shapes, but also by the exploiting new and innovative fabrics, researching experimental packaging processes and providing a circular market to give a new life to old items.
All our polybags are biodegradable in soil and the wrapping paper we use is anti-mould and made from recycled paper.
WARRANTY POLICY & CLAIMS
côte&ciel products purchased on eu.coteetciel.com are covered by a 2-year warranty.
The warranty covers critical manufacturing defects in materials, hardware and workmanship.
If the product was purchased on our website, please contact email@example.com
If the product was purchased from an authorised retailer, please seek assistance from the store the product was purchased at.
If côte&ciel receives a valid claim within the warranty period, côte&ciel will propose the most appropriate solution based on the defect of your item.
If côte&ciel replaces your product, the replacement becomes your property and the original product becomes côte&ciel’s property.
LIMITATIONS OF WARRANTY
côte&ciel’s warranty covers products purchased through an authorised retailer or the official côte&ciel webstore only.
The warranty does not cover damages caused by incident, misuse, wear and tear (e.g. abrasions), the natural fading of colours or deterioration of materials over time.
The warranty may not apply to limited edition projects/collaboration pieces. For further information, please contact firstname.lastname@example.org