Do you have a question? Maybe we have the answer! See our FAQ with the questions most frequently asked by our customers. If you do not find the answer you are looking for, do not hesitate to contact us directly on our contact form. Our customer service will reply within 2-5 business days.
FREQUENTLY ASKED QUESTIONS
Customer account
• How do I create my customer account?
Click directly on this link to create your customer account. If not, just click on “Login” (the main in gold). Then click on “Create your account” and fill in all your details. Clicking on “Save” to validate your account. You will then receive an email confirming the creation of your customer account.
• I am not getting any emails from La Nouvelle. What can I do?
It is possible that emails from La Nouvelle are arriving directly in your “Spam” or “Junk mail” folder. Check these tabs in your email software. If the problem persists, contact customer service.
• I have already bought La Nouvelle products in the store. Do I still need to create a customer account on the website to place an order?
Purchases of La Nouvelle products at our stores are independent of the website. If this is your first order on our website, you must create a customer account.
• I have forgotten my password. What can I do?
Click on “Login” on the right-hand side of the menu bar. Below the “Password” box are the words “Forgot your password?” Click on it and enter your email address. An email will be sent to you to reset your password. You will then receive a new email confirming your new password.
• How do I log in to my customer account?
Click on the man in gold icon “Login” to sign in to your customer account. Fill in your email address and password, then log in.
• How can I change my personal information?
Log in to your customer account to change your personal information and delivery address. Then click on “My details”. Remember to save the change as soon as make it so that it is taken into account.
• How do I change my delivery address?
To change your delivery address, go to your customer account and select “My Address Book” on the left. This enables you to change your original delivery address or add another one.
• How do I delete my customer account?
We are sad to see you go. If you wish to have your customer account permanently deleted, please send an email to our customer service department with the subject line “Delete my customer account”. The deletion will take place as soon as possible and we will confirm this directly to the email address you used to contact customer service.
• How do I subscribe to the newsletter?
At the bottom of the page on the lingerielanouvelle.com website, you will find a box entitled “Subscribe to our newsletter”. Fill in your email address and click on the small arrow to validate. You will then receive a confirmation email.
• I want to unsubscribe from the newsletter. What should I do?
There is a link “unsubscribe from this newsletter” at the bottom of the newsletter we sent you. Click on it to unsubscribe from the newsletter.
Otherwise, you can use the form to contact our customer service, mentioning “unsubscribe newsletter” in the subject line. We will remove you from the list as soon as possible and notify you by email.
Product
• Where are your products made?
At La Nouvelle we manufacture our own way. Unlike finished product production, we purchase the fabrics and supplies and organise the manufacture of our products by our Manufacturers and Partners.
This means that we take the utmost care in selecting and purchasing our prints and materials. We have adopted responsible sourcing practices: all our fabrics are manufactured in France or Europe. Then the products are assembled in Morocco and Tunisia. Our models are designed and developed in Marseille in our workshop.
• How do I care for La Nouvelle products?
Lingerie:
It is best to wash your lingerie by hand to keep it in good condition for as long as possible. However, machine washing is also possible: The ideal temperature is 30 °C. Wash your lingerie in the small pouch sold with the products for a more gentle wash. Wash your lingerie with other clothes of the same colour to maintain the original colour.
Swimwear:
We advise you to rinse your swimsuit with clean water as soon as you get home after a day at the pool or in the sea. This will wash off any salt or chlorine from your swimsuit. You can then wash it by hand or in a machine at 30 °C in a small pouch. However, take care to wash your swimsuit with other clothes of the same colour to avoid fading.
Homewear:
We strongly recommend washing Mohair socks by hand.
• How to choose the right size?
Please refer to our size guide to find the perfect lingerie or swimsuit for your size
• What do I do if my product has a defect?
Get in touch with our customer service department with a photo of the defective item and as much detail as possible about the defect. Our customer service will send you a return slip to return the defective item. We will carry out a quality study on the product and then propose a solution so as to solve the problem as quickly as possible.
Web order
• How do I know if my order has been processed?
You should normally receive a confirmation email once the payment has been validated. Remember to check your spam or junk mail. If you have still not received the confirmation email, please get in touch with customer service directly to check whether your order has been processed.
• Can I change my current order?
You cannot add a new product to your order. However, you can request a refund for a product. Get in touch with customer service directly to see if it is possible to change the size or colour of a product.
• Can I cancel my current order?
You can cancel an order and request a refund if your order has not yet been shipped. Contact customer service with the subject line “Order cancellation”. Our team will refund you as soon as possible.
• How do I track my orders?
Log in to your account. In the “Orders” tab, click on “My Orders”. You will be able to see whether your order is being shipped, has been shipped or has been delivered.
• Can my order be a gift for someone else?
Yes, your order can be a gift. To do this, at step 4 “Delivery”, check “This order is a gift”. You can also write a short note to the recipient of your gift. Our team will package your order with a La Nouvelle card and your note. Rest assured, no prices or invoices will be visible.
• An item I wanted to order is no longer available. What can I do?
If this item is no longer available, it is because it was a victim of its own success! On the page of the item concerned, you can enter your email address and click on “Notify me when available”. You will receive an email when it becomes available again.
• Why can't I add an item to my basket?
If you are unable to add an item, this is most likely because it is out of stock. When this is the case, the “Add to basket” box is greyed out instead of being gold-coloured. If this is not the case, contact customer service so that they can help you finalise your order.
• I can't complete my order. What should I do?
If you are unable to complete your order, please check the following: Have my products been added to my basket? Have I filled in my postal address correctly? Are my bank account details correct? Is there a limit on my bank card? If all the above are in order, you can try again from a computer if you were on the phone, or from another browser (Chrome, Safari...). If you are still unable to complete your order, please contact help@lingerielanouvelle.com. We will do what is required to help you.
Payment
• Are the means of payment offered secure?
All means of payment offered by La Nouvelle are secure. You can check this by looking for a small padlock to the left of the URL in the search bar at the top.
• Which means of payment can I use for the transaction?
You can pay by Visa and Mastercard bank cards. Bank payments are secured by Monetico.
You can also pay by PayPal in which case you will be taken directly to the Paypal interface.
You can choose to pay in 3 interest-free instalments with Alma for any order over €150.
• My payment has not been accepted. What should I do?
When you make your payment, you may be sent a notification on your bank's application or directly by SMS. Sometimes you have to validate your order with a code or with your fingerprint to certify that it is really you. If the problem persists, try using another payment method if possible. Also contact your bank to check that the problem is not with your bank account. As a last resort, contact our customer service to check that there is no technical problem on our interface.
• How do I add a promotional code?
When you have finished shopping, go to your shopping basket. On the right hand side you will find a box called “Promo Code”. This is where you enter your promotional code. Confirm by clicking on the small golden arrow.
• Where can I find a promotional code?
Promotional codes are not available at all times. They are made available for certain occasions such as Mother's Day for example. A promotional code can also be generated when La Nouvelle organises an event such as a clearance sale for example. Promotional codes are communicated in the Newsletter or on the Instagram account. To get them, sign up for the Newsletter check out our Instagram page @lingerielanouvelle.
• My promotional code does not work. What can I do?
If your promotional code does not work, check the spelling. Also, be sure to use upper and lower case letters. Make sure you meet all the requirements (number of items in the promotional category, etc.). If your code does not work, it may be that it is no longer valid on the date you use it. You should also know that it is not possible to cumulate promotional codes. Please contact the customer service to be sure that this is not a technical problem.
• I did not receive the promotional code to sign up for the newsletter, what should I do?
The promotional code for signing up for the newsletter is in your welcome email, entitled “Welcome to #LaNouvelleCrew!”. Check your spam and junk mail, and make sure the correct email address is entered. If you still can't find it, send us an email and we will send you the email again.
Delivery
• Where do you deliver to?
We deliver all over France, to French overseas territories and also abroad. Click here for a list of all the countries La Nouvelle delivers to.
• What delivery options are open to me?
You have several different delivery options:
• If you live in Marseille, you can choose to pick up your order from our store to benefit from free shipping, no matter how much you order. Orders can be picked up from 13, Rue Decazes - 13007 Marseille.
• You can have Colissimo deliver directly to your home. You sign for the parcel which will be delivered to you in person.
• Finally, you can choose delivery to a pick-up point if you are not at home.
• How long will it take for me to receive my package?
From the time your order moves to “shipped” status in your customer account, your package will be delivered within 2 to 10 business days. With DHL Express delivery, the delivery time is 2 to 3 business days. However, these deadlines may be extended depending on health restrictions or during sales periods.
• How much do deliveries cost?
• Postage is free for all orders over €130 in mainland France.
• Deliveries to a pick-up point cost €4.50. All home deliveries cost €6.
• Costs range from €12 to €23 for deliveries to French overseas territories. Costs range from €9.50 to €30 for international deliveries. Find all the details here
• I still haven't received my parcel, what can I do?
After placing your order, you will be sent an email with your order's tracking number. This number can also be found in your customer account under the “My orders” tab. You can therefore check the status of the delivery by entering your tracking number directly on the Colissimo tracking site here Contact customer service directly if you do not hear from us within 3 weeks and indicate your order number.
• My parcel has been stolen/lost/returned to the sender, what can I do?
Report the incident to us by sending an email to help@lingerielanouvelle.com. If a parcel is lost of stolen, we will launch an investigation with the carrier and get back to you as soon as possible to propose a solution. If the parcel has been returned to the sender, we will be able to send the package back to you but only once. We can redeliver to a different address if you wish, but it can only be the same service as the original one (Pick-up Point, Home delivery).
• My package arrived damaged, what should I do?
Please contact our customer service with a photo of the items received. Our customer service department will tell you how to proceed and will suggest a solution.
• One or more items are missing from my order, what should I do?
Please contact our customer service with a photo of the items received. Our customer service department will tell you how to proceed and will suggest a solution.
• The product I received is different from the one I ordered, what should I do?
Please contact our customer service department with a photo of the item received and any other items in your order. Our customer service will send you a return slip to return the item received by mistake. We will send you the correct product as soon as we receive your package.
Returns and refunds
• What are the conditions required to return a product?
Returned products must not have been worn or washed. The product returned must be in perfect condition with the label still on the item. You have 14 days to return an item.
You may have experienced a problem with your product. If so and if the product is defective, you can also contact the customer service department that authorised you to return the product.
• How long do I have to return my items?
You have a period of 14 days to return your items starting from the date you receive your package. Health restrictions may result in this period being extended.
• How much are return costs?
The cost of return transport will be at La Nouvelle's expense. They are therefore free in Mainland France outside periods of sales, private sales, special prices or clearance sales.
• How do I return an item?
First, log in to your customer account. Then click on “Details” in the “Orders” tab to select the order in question. Check the items you wish to return and confirm. Your return request will be processed automatically. Once validated, you can go to your returns to download the return form and Colissimo label. Visit our Returns page for more details.
• I can't generate the return coupon and/or Colissimo label. What can I do?
If you are cannot download the return form and/or Colissimo label, please contact customer service directly with the number of the order concerned by the return. Our customer service will manually generate your return slip and/or Colissimo label. They will send you an email with the attachment(s) required without delay.
• Can I exchange an item?
Items cannot be exchanged. You must return your product to receive a refund. Then place a new order for the item you wish directly on the website.
• How long will it take for me to get my refund?
Our team will do its utmost to refund you without delay. Our team has 14 days from the date it receives the return to refund the sum to the credit card or PayPal account used for the initial payment. Get in touch with customer service if you have still not received a refund after 14 days.
• What is the procedure for gift card refunds?
We refund the price of the product returned. We will send you a new card by email for the amount of the returned product if the gift card enabled you to pay for the product in full.
• What is the procedure for refunds of products bought with a promotional code?
We refund the price paid for the returned items. With a promotional code, we will refund the item less the amount of the promotion you benefited from.
Store
• Where can I find La Nouvelle products?
A full list of our stores that stock La Nouvelle products can be found here
• I bought a La Nouvelle item in a store. Can I return the item on the website?
If you purchased a product in a store, the product must be returned directly to the store in which you made your purchase.
• Do you know which products are available in the stores?
We are not aware of the stock levels of each La Nouvelle store. Contact the store directly to see whether they have the item you are looking for.