FAQ


MY ACCOUNT

How do I create my client account ?

On the welcome page, click on “ My account", follow the steps on the screen and create your account. You can find the history of your orders, change your password and delivery addresses, manage your subscription to the newsletter and manage your returns by connecting to your client account. You can also create your client account during the order process.

Do you communicate my personal information to third parties ?

The data you give Sophie Hallette is neither transmitted nor sold to other companies.

How can I modify the data on my client account ?

On the welcome page, click on “My account and then on the heading “my personal information and addresses”.

How can I delete my client account ?

To delete your client account, contact Sophie Hallette customer service by telephone at +33 (0)3 27 76 55 76 or by using our contact form available here.

What if I forgot my password or can’t connect ?

If you can’t connect, use the “forgot my password” function in the “My account” section, a new password will be sent to you. Then you can modify it in the “My account”, “My personal information” section. If the connection problem persists, contact Sophie Hallette customer service by telephone at +33 (0)3 27 76 55 76 or by clicking here.
MY ORDER

Do I need a client account to order ?

To order at Sophie Hallette, you must create a client account that will let you store your delivery and billing instructions for other orders and eventual returns.

I am a private individual, can I order from you ?

You can order all the references available on this site. For that, all you need to do is create an account.

I’m a professional, can I order from you ?

As a business professional, you can order from our site. For professionals with an EU business, a European Union VAT number will be requested when you create your personal space.

How can I order ?

Filters and selection tools will allow you to refine your choices on the site. However if you want personalized advice, we are available to help you by e-mail (form link) or by telephone at +33 (0)3 27 76 55 76.
Once you have selected your products it is simple to order : just go to the Shopping Basket page, follow the instructions and order in 5 steps :
1. Summary of shopping basket contents 2. Creation of account or registration
3. Delivery address
4. Shipping charges
5. Payment

I would like to order large quantities, how can I do this ?

If you wish to order large quantities (over 50 meters), you can contact us by e-mail : store@sophiehallette.fr. Our sales office will contact you as soon as possible.

Can I be a reseller ?

If you are a professional, you can resell the textiles you order from the Store. However, if you are a private individual, you are not authorized to resell fabric lengths bought at the Sophie Hallette Store.

What is the minimum amount I can order ?

Most of the laces and tulles are available by the meter. But certain re-embroidered or embellished items are sold by complete cuts to maintain their aesthetic integrity. The length of a piece varies between 3.2 meters and 5.4 meters. The lengths available are indicated on the page for each item. A cut sold by the meter requires the extra step of adding an edging. This means there will be a small extra charge if you select this option. If you notice a difference of a few centimeters in the fabric when you receive it, this is because of its handcrafted manufacturing process. To know more about this variation, see the section “The length of my cut does not match my order, why ?”

How can I modify my order ?

As long as you haven’t received an e-mail confirmation that your order was shipped, you can contact us by telephone at +33 (0)3 27 76 55 76 or e-mail using the contact form by selecting as object “my order”. We will help you modify your order.

How can I know if my order has been validated ?

As soon as your order has been validated, you’ll receive an order confirmation by e-mail.

How long will it take to prepare my order ?

Orders are treated and shipped in 2 to 3 working days from the day the order has been received. For orders that do not include individual cuts, this delivery time is generally shorter.

How can I find out the status of my order ?

To find out the status of your order, connect to your personal space where you can see all your orders and their progression. The order statuses are :

 “Payment accepted” : your order has been confirmed. - “In preparation” : your order is being prepared by our team.
 “Shipped” : your order has been picked up by the shipper.
 “Delivered” : your order has been delivered to the delivery address you gave us.

How can I see my bill ?

You can see your bill in your personal space. It will be available as soon as the order has been shipped.

The length of my fabric cut doesn’t correspond to my order, why is this ?

If you notice a difference of a few centimeters in the fabric cut you’ve received, this is normal. The variation is because of its handcrafted manufacturing process. It can vary up to 5% more or less in relation to the length indicated.

What do I do if the product I want is out of stock ?

If a product you added to your wishlist is not available, you can write us in the Contact section and indicate the reference number you’re interested in. We will inform you of its future availability.

I can’t manage to place my order, what should I do ?

We invite you to contact Sophie Hallette customer service by telephone at +33 (0)3 27 76 55 76 or by the Contact section and mark “Technical question” as your object.

I placed different orders on the same day, can the shipping charges be grouped together ?

You can group shipping charges for orders placed on the same day (UTC+1). For this, contact us by telephone at +33 (0)3 27 76 55 76 or e-mail in the Contact section by selecting “my order” as the object. We will help you modify your order.

MY PAYMENT

What are the methods of payment and payment conditions ?

All transactions at the Sophie Hallette Store are done in EUROS. We accept payment using the following bank cards : Visa, American Express or Master Card.

Is my payment secured ?

We have chosen the CIC bank’s 100% secure payment solution. At the moment of payment, the lock symbol appears, indicating that your connection is encrypted and secured. The SSL encrypted technology guarantees that the information you supply during the bank transaction is secure. Once the payment has been validated, you will receive two e-mails : a confirmation of payment and then, a few minutes later, an e-mail confirming the order.

My payment was refused, why ?

As the order is being validated, an authorization will be requested from your bank. If the bank refuses to honor it, we cannot treat your order. For more information, please contact Sophie Hallette customer service by telephone at +33 (0)3 27 76 55 76 or through our Contact form by clicking here. You will quickly receive an e-mail saying that the transaction has been refused.

MY DELIVERY

What countries do you deliver to ?

We deliver to over 200 countries. You can see the list of countries here.

What are the delivery costs and times ?

Delivery costs are a flat rate of 9€ in France, 14€ in Europe and 29€ in other countries for all orders under 100€. For orders equal to or higher than 100€, delivery is free. Based on the delivery location, delivery takes from 2 to 5 working days after the package is shipped. To know more about delivery times and the countries we deliver to, consult our “Deliveries and returns” page.

Do I have to pay customs charges ?

Sophie Hallette covers any customs costs and formalities. However, certain countries may be subjected to an increase on the bill. If additional costs apply to your order, this will be indicated during step 4 of your ordering process. A list of countries concerned by these regulations is available here All international packages may be subjected to local taxes when they arrive at their destination. The taxes to pay as well as allowances are determined by the authorities in the destination countries.

What transporter do you use ?

We ship by DHL. Deliveries are made from Monday to Friday from 8:00 AM to 6:00 PM. A delivery notice will be left if the addressee is absent. After 3 delivery attempts where the shipper will leave a delivery notice each time, the package will be held at DHL for 7 days. The package will only be turned over if someone signs the delivery slip.

How can I follow delivery of my package ?

As soon as your order has been shipped, you’ll receive a confirmation e-mail indicating the tracking number and a link to our shipper’s site.

Can I have the package delivered to an address different from the billing address ?

Your personal space will allow you to record numerous addresses for different deliveries and select the one best for you each time. You can also indicate a new address during step 3 of the ordering process.

I haven’t received my package, what should I do ?

If you haven’t received your package in the anticipated delivery time, we suggest you consult the order’s status in your personal space and follow the delivery using the tracking number supplied in the shipping confirmation e-mail. In case of a problem, contact Sophie Hallette customer service by telephone at +33 (0)3 27 76 55 76 or by using our Contact form by clicking here.

My package arrived damaged, what should I do ?

If you notice that the package was damaged during delivery, we suggest you explain this in writing on the delivery slip, sign it and contact DHL. We then invite you to contact Sophie Hallette customer service by telephone at +33 (0)3 27 76 55 76 or e-mail by clicking here within 48 hours from when you receive the order. Together we will find the best solution to your problem. Beyond this period, the shipper cannot be held responsible for any damage to the package.

An article is missing from my package, what should I do ?

We invite you to contact Sophie Hallette customer service by telephone at +33 (0)3 27 76 55 76 or e-mail by clicking here within 48 hours following the receipt of your order.

I received a defective article, what should I do ?

We suggest you contact Sophie Hallette customer service by telephone +33 (0)3 27 76 55 76 or e-mail by clicking here, within 48 hours of receiving your order.

MY RETURNS

Under what conditions can I return an article to you ?

To return an article if you are a private individual, you must first download the return form here and then, once identified, return to our Contact page. You can then select the “Return a product” object and attach the completed form to your request.

What is the time limit to send back articles ?

Private individuals have the right to return their order within 14 working days following its delivery date. The articles returned will be reimbursed.

Do I need to use a specific shipper to send the products back ?

We will cover the shipping costs for return requests that meet one of the following conditions :
 the Sophie Hallette Store made an error when it prepared your order
 the package arrived damaged
Once your request to return an item has been validated, you will receive a prepaid DHL label by e-mail to stick on the package and a return authorization slip to put inside. However, if you are a private individual and you wish to return your package for another reason other than those explained above, you have 14 days to return it. You are responsible for the shipping costs.

If I am being reimbursed, how long will this take to be done ?

After your return package has been received and validated, the reimbursement will be done in 30 working days and you will receive an e-mail confirming the reimbursement.

How can I know if you have received my package ?

In order to know the status of your return please contact our customer service via the Contact form.

My return was refused, why ?

Your return might be refused for two reasons : - It was returned after the deadline date (more than 14 working days) - The return was not compliant with our indications since all products must be returned in their original state and packaging. - Incomplete, damaged, or soiled products cannot be returned. Contact Sophie Hallette customer service by telephone at +33 (0)3 27 76 55 76 or e-mail by using the contact form for more information.

Can I return an article bought online to the Sophie Hallette boutique and vice-versa ?

The boutique and web site function independently, it is not possible to return an item that was not bought in the same network.

I would like to make an exchange, what should I do ?

If you wish to make an exchange, you must return the item first for reimbursement and then place a new order. The shipping costs will be your responsibility.

OUR PRODUCTS

What products are offered in the Sophie Hallette Store ?

All products that represent the extensive skills of Sophie Hallette are available in the Store. Among the items you will find include Leavers, Chantilly and Guipures laces, Bobbinet tulles, embellished or re-embroidered laces and tulles plus all widths of trims. To know more about Sophie Hallette’s extensive know-how and collections, we invite you to discover them by clicking here.

I’m looking for a product not offered in the Sophie Hallette Store, what can I do ?

We suggest you contact Sophie Hallette customer service by telephone at +33 (0)3 27 76 55 76 or e-mail using the form here and indicate the product reference you are looking for.