Frequently asked questions
Products and Availability
To care for an Edward Achour piece, we recommend delicate washing. Always refer to the instructions on the composition and care labels.
We carefully calibrate and photograph our products in order to match reality as closely as possible. However, we cannot guarantee that the colors displayed on your screen will be completely correct. This depends in particular on the type of screen you're using.
We carefully control the quality of our products. If, unfortunately, you find that one of our products is faulty when you receive your order, please contact our Customer Service Department as soon as possible, indicating your order number and the model concerned.
Due to the handcrafted design of our models, production quantities are limited. However, it is possible that a model may be available again on the site, in the event of customer returns or restocking. Please contact our Customer Service department, we'll be happy to answer your request.
All confirmed orders cannot be cancelled, but you retain your right of withdrawal within 14 days of receipt of your order. Details of the returns procedure are available on the Returns & Refunds page.
Your payment may be refused for various reasons. We invite you to check the bank details you have entered and to renew your payment. If the refusal persists, we invite you to contact our Customer Service, who will assist you in placing your order.
We currently deliver to many countries in the European Union, as well as to the USA and other parts of the world.
A detailed list of delivery zones is available on our Shipping & Returns page.
Orders are normally delivered within 3 working days of order confirmation for mainland France. Orders placed on Fridays after 2pm will be processed from Monday morning. Delivery times do not take into account possible delays caused by reasons beyond our control (weather, transport, etc.).
Please consult our Delivery Policy page for details.
It is currently not possible to pick up your order in our Paris boutique.
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If you have received your parcel damaged or damaged, please contact Customer Service as soon as possible, indicating your order number and the model concerned. We will also ask you to take supporting photos so that we can deal with your complaint as effectively as possible.
If you have received certain products in error, please contact Customer Service as soon as possible, indicating your order number and the model concerned. We will also ask you to take supporting photos so that we can deal with your complaint as efficiently as possible.
Any order placed on the site and delivered outside France may be subject to any taxes or customs duties imposed when the parcel reaches its destination. These customs duties or taxes are the responsibility of the customer.
Please note that in the event of the return of one or more item(s) in accordance with the refund policy of the main carriers (DHL, UPS, FedEx), customs duties cannot be refunded by these carriers.
To find out about applicable customs duties or taxes, it is the customer's responsibility to check with the relevant authorities in their country.
In the event of a dispute with a customer, the French courts shall have exclusive jurisdiction.
Due to the new Brexit law, customs fees may be charged to customers located in the United Kingdom.
Refunds and exchanges
Store returns are not permitted. All orders placed on the site must be returned via the site within 14 days of receipt.
We do not exchange items. However, we invite you to return your item in order to receive a refund and order the new item you require.
The order must be returned to the following address:
For more information, please consult our Delivery Policy.
You have up to 14 days from receipt of your order to return your items. For more information, see Returns & Refunds.
Payment is handled by the Shopify platform, which provides a secure online payment gateway. Credit card information is encrypted in a secure environment.
To reinforce transaction security, all payments made on the site are subject to 3D Secure confirmation. This confirms that you are the holder of the credit card used for payment. Depending on your bank's settings, you will be asked to confirm a code sent by SMS or email, or to identify yourself via a card reader.