Frequently asked questions

On certain items, you’ll find a QR code which enables you to activate your digital passport. This will allow you to prove the authenticity of your item at any time.

You have 15 days from the receipt to return an order. If this time limit is exceeded, the order will be automatically returned to the sender.

You can create a second return through our dedicated portal. Please note that return shipping costs will once again be deducted from your refund amount.

To delete your account on isabelmarant.com or to exercise your rights related to your personal data, please contact our Client Service.

To unsubscribe from our newsletter, we kindly invite you to contact our Client Service.
Our team is available Monday-Friday, from 10 a.m. to 6 p.m. (CET).

To create an account on isabelmarant.com, simply click on Create an account.
If you require any assistance or further information, please contact our Client Service.

Creating an account provides you with a personalized space for:

• saving your personal data;
• tracking your orders and/or returns online;
• accessing your order history;
• creating and sharing your wishlist.

You do not, however, need to open an account to place an order on isabelmarant.com.

To log into your customer account, don't worry; you don't need a password. Simply enter your email address and a confidential login code will be sent to you.

If you have any questions or need assistance, please contact our Client Service.

A return fee of $7 will be deducted from the amount that is refunded for your order.

You can receive all the latest news regarding Isabel Marant and our collections by subscribing to our newsletter directly from the bottom section of our page.

For all orders placed on our website, you will receive an order confirmation and invoice via email. Your receipt will also be sent along with your package to the billing address you’ve provided. If you have an account, you can also find a copy of your receipt in the “Orders" section.

If you placed your order as a "guest", you will receive the invoice along with your order at the delivery address provided. Should you wish to obtain a duplicate receipt, please contact our Client Service.

As per your right of withdrawal, you may return any or all of the items in your order within 15 days of receipt. A return fee of $7 will be deducted from the amount that is refunded for your order.

A declaration of your return is required. To obtain this, you have several options:

• scan the QR Code found on the card inserted into your package
• go to the "My Account" area
• click directly on this link.

You can then download the shipping documents as well as your return label.

Online orders are not eligible for exchange.
You can simply return your order/item and place a new order.
Please also note that an item ordered online cannot be exchanged in a store.

We kindly invite you to contact our Client Service or request a return, specifying that you received an incorrect or damaged item.

Once your return is approved and processed, you will receive a confirmation email. Refunds are issued within 15 business days after our Atelier receives your item(s). The amount will be credited back to your original payment method in the same currency used for your order.

It depends on the country to which your order will be delivered.

We offer the following methods of payment on isabelmarant.com: MASTERCARD®, VISA®, AMERICAN EXPRESS®, DINERS CLUB®, PAYPAL® AND KLARNA®.
Payments in increments of three via Klarna and increments of four via PayPal must be authorized by your bank or card provider. If your order contains more than one item, you’ll be unable to select payment via PayPal.

For any questions or assistance, please contact our Client Service.

Once your order has been confirmed, a payment authorization is automatically processed to ensure that sufficient funds are available in your account.
Please note that the total amount will only be charged once your order has been sent.

If your card (or other payment method) is declined, please make sure you’ve entered your payment information correctly. If the information is correct, please contact your bank or the card provider, or select another method of payment.

All transactions on isabelmarant.com are extremely secure. We use Secure Sockets Layer (SSL) encryption to protect the payment information and personal data of our customers. This system can be recognized by the padlock icon in your browser bar, and the "HTTPS" URL (with "S" standing for "secure"). Thanks to the SSL system, all exchanged data (between you and us) is encrypted, and therefore impossible to decipher by third parties.

In addition, Isabel Marant does not save any of your credit card details.

Last but not least, we reinforce the security of payments with the 3D Secure system for Visa, Mastercard, and American Express cards equipped with this protection. During the payment process, an extra step is therefore required to verify the cardholder's identity and confirm the transaction.

Each bank has its own authentication system. If you have any questions about your 3D Secure code, please contact your bank directly.

Select your desired items and, if needed, choose the size and add it to the cart. You will be taken to your shopping cart page, where you can modify your selection (including quantities) and proceed to checkout.

1. Enter your email address or log in to your account.
2. Enter your delivery information: last name, first name, delivery address, and choose your preferred delivery method.
3. Select your payment method and enter your payment information.
4. Finally, check and confirm your order.

You will receive an order confirmation email within a few minutes of placing your order. Once your order has been shipped, you will receive a second email with a tracking number from the carrier to track the progress of your package.
For any assistance, please contact our Client Service.

If an item is no longer available online, you have the option of checking if it’s available in store and to reserve it. If it’s not, you can create an alert to be notified when it’s available again on the website.
To do this, simply enter your email address in the box provided.

Yes, simply click "In-Store Availability" on the product page for a list of stores where the item is available. Then, reserve the item in the store of your choice. Please note that some of our stores do not offer this service. For further information, please contact our Client Service.

You can track your order by clicking on the "Track my order" link in your confirmation email or on your account in the "My Orders" section. If you do not receive your order within 8 business days, please contact our Client Service.

Once your order is confirmed, it’s immediately sent to our Atelier for processing to ensure the fastest delivery and can no longer be changed or canceled. However, upon receiving your order, you have 15 days to request a return (right of withdrawal) for some or all of the items in the order. You will then have another 15 days to return the item(s) to us. A return fee of $7 will be deducted from the amount that is refunded for your order.

There are several ways to track your order:

• In the "My Account" section of the website;
• Via the email that you receive when your order is shipped;
• In the "Track my order" section at the bottom of our website by entering your order number and email address.

Once an order is confirmed, you will receive an email confirmation. We kindly invite you to check your "Spam" and "Junk" folders. Otherwise, please contact our Client Service.

You can check the status of your order in your “My Account” area, under “My Orders”.

You can also track your delivery by clicking on the "Track my order" link included in your shipping confirmation email.
You can also access the “Track My Order” section at the bottom of our website by entering your order number and email address.

We deliver to nearly 100 countries around the world.
It’s preferable to use a residential address. Otherwise, for security reasons, the order may not be completed. Additionally, orders must be placed from the same country as the delivery address.

Order processing can take 1-2 business days. Sales periods can impact processing and delivery times. The delivery time is issued upon placement of your order and starts from the moment it’s dispatched. Depending on the country, standard delivery can take from 3-6 business days and express delivery from 1-2 business days.

We do not accept exchanges in store. Please refer to the FAQ section: How can I return my order in store?

You can contact our Client Service department:

• via the following email address: clientservices@isabelmarant.com
• via WhatsApp
• via the Contact Us page

Our agents will be happy to assist you Monday-Friday, from 10am to 6pm (CET).

If you experience a problem with your item, please contact our Client Service. Your request will be handled carefully by our dedicated team. If the product is confirmed as defective, you have a period of two years from the date of purchase to remedy these defects.

We recommend using gentle care products specifically designed for each type of leather or material used.

To keep items in perfect condition for as long as possible, we recommend avoiding direct and prolonged exposure to light and heat. We also recommend storing them in their original packaging and avoiding contact with water, oils, perfumes and cosmetics.

Please contact our Client Service. Our ambassadors will be happy to assist you.

You can access your information in the "My Account" section and change it.

As with online orders, you have 15 days from the receipt of the package to return your order. If this period is exceeded, your return will not be accepted.

Please contact our Client Service department or one of our advisors directly in store if you are visiting us. They will be happy to assist you.

You can find your nearest boutique by checking out our Store Locator.

Some boutiques offer in-store pickup service for items ordered online with no delivery fees. This delivery option will be offered upon confirmation of your order, if the item(s) in your basket are eligible, and if at least one boutique offers this service in your country of delivery. Please note that you have 7 days to pick up your order.

Once your order is ready for pickup, you will receive a confirmation email. Once the package is received, please visit the boutique with your ID/passport and your confirmation.

You can return an in-store pickup order online or in store.
The list of boutiques offering this service is available at this link.
To return your order, you’ll need to submit your request on our dedicated portal. From this portal, you can select a standard online return or a return to the Isabel Marant store of your choice.

You cannot exchange an item. If you wish to return an item, you can submit a return request on our dedicated portal.

Once your order is confirmed, it’s immediately sent to our Atelier for processing to ensure the fastest delivery. As such, the delivery address can no longer be changed.

For each item and/or accessory, please refer to the size guide found on the product page in order to find the size equivalents for your country or region.

We are unable to deliver your order to a post office, parcel locker or pick-up point.

You can view your order history by logging into your account and clicking on "My Orders".
If you cannot find your order history, please contact our Client Service.

The item(s) must be sent back in their original packaging, along with all accessories and documents supplied (manuals, warranties, certificates of authenticity).
We recommend that you take all necessary precautions to protect the item(s). For shoes, the soles must also be intact with their protective film, if applicable. Additionally, all personalized, custom-made or reworked items as well as sealed items (swimwear, lingerie) that have been unsealed upon delivery and cannot be returned for reasons of hygiene or health protections will not be accepted for return.

Any item not returned, returned incomplete, damaged, deteriorated, soiled or in any other condition that would reasonably suggest that it has been used or worn will not be eligible for a refund or exchange. It will be returned to you, and the shipping costs of your order will not be reimbursed.

If you receive an item that arrives in a damaged state, please contact our Client Service and mention the reason for the return on the return form. Otherwise, your order will be sent back to you.

An in-store return is possible in certain boutiques. To proceed with this option, please initiate the return on our website on the Return request page.

The item(s) must be placed in their original packaging, along with all accessories and documents supplied (manuals, warranties, certificates of authenticity).
We recommend that you take all necessary precautions to protect the item(s). For shoes, the soles must also be intact with their protective film, if applicable. Additionally, all personalized, custom-made or reworked items as well as sealed items (swimwear, lingerie) that have been unsealed upon delivery and cannot be returned for reasons of hygiene or health protections will not be accepted for return.

Please note that free in-store returns are available at Isabel Marant boutiques located in the same country as the delivery address.

Any item returned incomplete, damaged, deteriorated, soiled or in any other condition that would reasonably suggest that it has been used or worn will not be eligible for a refund.

If you receive an item in a damaged state, please contact our Client Service and mention the reason for the return on the return form. Otherwise, the return will not be accepted.

Delivery costs are calculated automatically during the payment process and depend on tbe country of delivery.

Once your order is confirmed, it is immediately sent to our Atelier for processing to ensure the fastest possible delivery. Therefore, your delivery address can no longer be changed.

However, once you receive the tracking number from the carrier, you may be able to update the delivery address directly on their platform, if this option is available.

At this time, it is not possible to receive a gift box or select a personalized message with online orders.
Please note that each order is carefully prepared and shipped in elegant packaging that reflects the world of Isabel Marant.