Frequently Asked Questions
Where can I buy côte&ciel products?
We ship the côte&ciel range to many destinations worldwide from our online store. We aim to offer our full range of products at all times (subject to availability). Our products are also available in specialty retailers and concept stores around the world. côte&ciel cannot guarantee nor supervise the availability of stock at our reseller locations. For details of our official retailers, please refer to our Store List. We recommend calling in advance of your visit to check availability of the particular product(s) you are interested in.
How can I be sure of the authenticity of products?
Our products are only available in our online store and at authorised retailers and online platforms. For more details of authorised retailers, please refer to our Store List.
The item I want is out of stock. What should I do?
The styles and materials shown on the côte&ciel online store represent our current product selection. Availability is shown on each product detail page. Our collections are constantly evolving, and certain seasonal colours and styles are available for a limited time only. If you would like to know if a certain product will be replenished in our online store, please contact Customer Support.
Which currency are your prices shown in?
In our North Americas and Asia-Pacific webstores prices are displayed in USD. In our European online stores, prices are displayed in EUR.
Do you ship worldwide? What does it cost?
We ship to many destinations worldwide. We offer free standard shipping to all destinations listed. For more information and Express Shipping charges for your country, please refer to our Shipping Info page.
Can I change my shipping address after my order has been placed?
The shipping address cannot be changed after the order has been dispatched. If you would like to change the shipping address of your order, please contact Customer Support as soon as possible.
Can I change my billing address after my order has been placed?
The billing address cannot be changed after the order has been placed.
Can I cancel my order?
Please contact Customer Support and provide the order number to us for any enquiries as soon as possible. Once an order has been dispatched, you cannot cancel the order.
Can I track my order?
Yes, once your order has been dispatched from our warehouse you will receive a shipping confirmation email with a tracking number.
What is your return policy?
You may return unused products, complete with hangtags and all original packaging, within 14 days of delivery of your order. To proceed with a return, please open a Return Request on your côte&ciel account and follow the instructions provided. You are responsible for the return shipping costs. See here for more details about returns.
When will I receive the refund for my returned order?
Refunds are issued via the original payment method and will normally appear back on your account within 10 business days, depending on the processing time of your payment provider. More return information shall be referred to our on our Returns page.
Can I exchange the product in my order?
Instead of a direct exchange, we offer a return and re-order policy for purchases through our online store. This entails returning your current product for store credit, and placing a new order for the exchange product. Your current product has to be returned within 14 days (after the delivery of your order) and be in unused condition with hangtags attached, in all original packaging.
I have received faulty or defective items. What should I do?
It is our aim that every item arrives in perfect condition. If you received a faulty or defective item, please advise Customer Support as soon as possible. Where possible, we will arrange for a replacement (subject to availability).
Is my product covered by warranty?
There is a 12-month warranty on all bags and a 6-month warranty on sleeves. For more more information see our Warranty page.
Will I need to pay duties and taxes for international shipping?
Please refer to shipping rate information on our Shipping Info page. The price you pay to côte&ciel excludes any relevant additional import duties and taxes. As the recipient, you will pay these directly to our carrier to release your order from customs upon arrival. For more details, please contact your local customs office/respective tax authority.
Will duties & taxes be refunded on return?
Any import duties, taxes or administration fees that are incurred on the order are non- refundable through côte&ciel. Please contact your local customs office directly. Please refer to our Shipping Info page.
Will my order be delayed at customs?
When international orders reach their destination country/region, they may be subject to customs clearance procedures, which can cause delays beyond original delivery estimates.
What happens if I refuse a shipment?
If you refuse a shipment from côte&ciel, you are responsible for any import duties or taxes and handling fees that are incurred on the package, and the cost of returning the package to côte&ciel. This amount will be deducted from your order payment refund.
I cannot complete the checkout or payment for my order. What should I do?
Please try to make your purchase by using another browser or device. If you are still experiencing issues with your payment or checkout process please contact Customer Support. It will be helpful if screenshots of the payment or checkout error can be provided so we can look into the problems you encountered.
I have experienced some technical problems in the online store. What should I do?
If you are experiencing technical problems with the online store please let us know at firstname.lastname@example.org. If you are able to attach a screenshot of the issue, this will aid us in finding a solution.
Are there any online channels in China?
We operate a WeChat mini program in China, please search “coteetciel” in WeChat directly.
How can I clean my côte&ciel product?
We recommend that you clean your product by wiping with a slightly damp cloth soaked in water only. côte&ciel cannot guarantee the product will not be discoloured or damaged with alternative methods and liquids. côte&ciel advise against waterproof sprays, as these may result in fabric discolouration. côte&ciel warranties do not cover damages resulting from inappropriate cleaning methods.
How can I clean my côte&ciel leather products?
The côte&ciel leather products were designed in Paris and engineered to the highest industry standards. They are made from either Full Grain Aniline or Semi-Aniline cowhide leather (depending on the particular product) which will patina over time and any variations in colour, grain and texture represent the intended design. To maintain the original presentation and finish of the product we recommend cleaning it with a soft, dry cloth and limiting its exposure to direct heat or intensive sunlight. Care should be taken when wearing light coloured garments to avoid colour transfer.
Can't find what you are looking for?
If you are unable to find the information you are looking for in FAQ, please contact Customer Support and we will help answering your questions.
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