FAQ

Frequently Asked Questions — The Urban Setting

🛍️ Orders & Products

1. What types of products do you offer?
We offer a unique selection of urban-themed items: clothing, shoes, underwear, accessories, and even decorative items like lamps. Each piece is carefully selected to reflect a modern and authentic urban aesthetic.

2. Are the products in stock or on order?
Most of our products are in stock and ready to ship. Some limited-edition or pre-order items are indicated on the product page.

3. How do I choose my size?
A size guide is available on each product page. If you have any questions, please contact us via chat or by email at contact@lecrinurbain.fr .

🚚 Delivery

4. What are the delivery times?
Delivery times vary depending on your location. In France, deliveries generally take between 2 and 5 business days. Delivery times are indicated when placing your order.

5. Do you ship internationally?
Yes! We ship to several countries. Shipping costs and times are automatically adjusted at checkout based on your address.

6. How do I track my order?
Once shipped, you will receive an email with a tracking link. You can also track your order from your customer account.

🔄 Returns & Refunds

7. Can I return an item?
Yes. You have 14 days after receipt to return an item to us, provided it is unworn, unwashed, and in its original packaging.

8. How to make a return?
Contact us via the contact form or by email. We will guide you through the process. Return shipping costs are the customer's responsibility, unless we made an error.

9. When will I be reimbursed?
Reimbursement is made within 5 to 10 working days after receipt and verification of the returned items.

💳 Payment & Security

10. What payment methods do you accept?
We accept credit cards (Visa, Mastercard, Amex), PayPal and sometimes installment payments via Klarna or Alma (subject to availability).

11. Is payment secure?
Yes. All transactions are encrypted via SSL protocol. We never store your banking information.

📩 Contact & Customer Service

12. How can I contact you?
By email at contact@lecrinurbain.fr , via the contact form on the site, or by direct message on our social networks.

13. Do you have a physical store?
Not yet! For now, L'Écrin Urbain is 100% online. But stay tuned, pop-up stores could be coming to your city soon 😉

14. Do you offer gift cards?
Yes, e-gift cards are available. Perfect for giving your loved ones urban style!