Return & Refunds policy

Online return policy

HOLIDAY RETURN EXTENSION

For your gifts, we have decided to extend our return period during the holiday season.

All orders placed between 1 December and 31 December may be exceptionally returned within 30 days following the purchasing date. Orders placed after 31 December will follow the ordinary return policy.


RETURNS TERMS & CONDITIONS

  • You have 14 days from when you receive your item to return it for a refund.
  • Items listed as 'Final sale' cannot be returned.
  • We don’t accept liability for items that get lost or damaged in transit back to us.
  • Items must be unworn, unwashed, and unaltered, with all labels and tags still intact – unfortunately we can’t accept them in any other condition.
  • Items with a seal tag will only be accepted where it remains intact and undamaged.
  • When returning footwear, do not use your shoebox as your shipping box.
  • Personal grooming products (including brushes) can only be returned if they are sealed and show no signs of use.
  • Accessories, cosmetics and perfumes must be unused, in their original condition and original packaging.
  • Items purchased at a 50% or more discount are Final Sale and, therefore, not eligible for return.
  • Items purchased previously are ineligible for price adjustments.

EXCLUSIONS

Due to hygiene reasons, certain goods are non-refundable. These are:

  • Underwear and Lingerie
  • Swimwear
  • Earrings

*Please note anything tailored or personalized to you cannot be returned.

HOW DOES THIS WORK ?

If your return meets our conditions outlined above, please follow the below steps to lodge your return:

  1. Go to "My account," an icon on the top right of your screen.
  2. Enter your email address and password.
  3.  Click on "Login."
  4. Go to "Order history" and locate the order number you wish to return.
  5. Click on "View order detail."
  6. Click on "Return Item(s)."
  7. Click a small check box next to the item(s) you wish to return
  8. Select the Reason for return.
  9. Clicking "Proceed to return" will take you to the Return confirmation page.
  10. Click "Download the return label" in order to print the return form.
  11. Print the return form and place it inside the package along with the items you wish to return and attach the returns label to the package
  12. Arrange the collection with DHL. More informations on the matter below.

*Please note that all postal/ DHL returns will be charged a flat rate fee of £6.00, deductible from the refund, unless the reason for return is an identified manufacturers fault.

Proceed to return

Return address:

CMC - Service retours e-commerce Paris Nord II,

170 rue de la Belle Etoile

95700 Roissy en France, France

DHL COLLECTION

Carefully pack the item(s) you wish to return in the original packaging, including all labels and tags. Ensure your return is securely sealed and include your return form inside the package to avoid any delays.

Securely attach the return label to the outside of your parcel, covering any previous labels.

There are two options available for parcel collection:


Pickup by booking a collection by phone

DHL picks up the package at your desired address - from home or business premises.

Just call DHL’s customer service team (0844 248 0844.), provide them with your details, including the return address and parcel information, and they will schedule a collection at a time slot that suits you. There’s no need to leave the house—DHL will come directly to your doorstep to collect the parcel.

For more informations, click here.

Drop-off

DHL operates numerous drop-off locations throughout the UK.

  • Find your nearest DHL drop-off point. - Visit the DHL Service Point Locator online (https://locator.dhl.com/), enter your postcode, and find the most convenient drop-off point near you.
  • Drop Off your parcel. - Take your prepared parcel to your chosen DHL Service Point. There's no need for additional paperwork—simply hand it over, and you’ll receive a tracking receipt to monitor the progress of your return.
  • Track your return. -With the tracking number provided by DHL, you can easily track your parcel’s journey back to agnès b. This ensures transparency and peace of mind, knowing exactly when your return reaches us.

Once your return is processed, we will notify you and issue your refund as per your request.

All postal/ DHL returns will be charged a flat rate fee of £6.00, deductible from the refund, unless the reason for return is an identified manufacturers fault.

In-store return policy

IN-STORE PURCHASE

If you have purchased your item in our boutique we only offer credit notes or exchanges on full priced items purchased in boutiques subject to the following conditions:

  • The garments and/or footwear are returned within 14 days of purchase and be accompanied by a receipt. 
  • The garments and/or footwear are returned in original packaging. 
  • Garments and/or footwear are in a saleable condition, i.e. clean, tags attached, in original condition. Any garments that have been worn, damaged, altered or washed will not be accepted.
  • In order to return swimwear in store, the garment must be unworn with the protective hygiene still in its original place.
  • The following items are non-exchangeable: Jewellery or finale sale items.
  • Boutique purchases can only be returned to our UK agnès b. boutique. They cannot be returned to the Online Store.


agnès b shopping bag

Refund policy

We offer no refunds on any products designated on this site as non-returnable.



HOW LONG WILL IT TAKE FOR YOUR REFUND TO BE PROCESSED ?

Once your return has been delivered at our warehouse, your return request will be processed promptly.

If all of the conditions are satisfied (Please refer to our Terms & Conditions for more informations), agnès b. will reimburse the amount paid by the buyer within ten (10) days starting from the date of receiving the package by agnès b. (due to different banking institution policies). Your refund will be credited back to the same payment method used to make the original purchase on the agnesb.com/en-uk website. If you paid by credit card, refund times will depend on the credit or debit card company’s policies.

If you paid by PayPal (where available), refunds will be credited to your PayPal account.

If the original form of payment is not available, please contact Customer Service.

Faulty or incorrect items policy

Our warehouse team do ensure all items are subject to a quality control prior to dispatch. In the unlikely case that you do receive a faulty, damaged or incorrect item, please contact our customer service via our Contact page.

Please note that items that have been damaged as a result of wear and tear are not considered to be faulty.

Exchange policy

We do not accept exchanges for customer convenience.

If you would like a different color and size from the one you ordered, please order the desired product again. We will only accept returns of your product if it is marked as "Returnable" on the product details screen and shopping cart and if the return conditions are met.

For more informations, please read the Terms & Conditions.