FAQs

côte&ciel products are the result of a creative exploration of geometric surfaces and their transformation into volumes. 

Responding to the demand of forward-thinking creatives around the world, we create a range of conceptual and practical products with innovative expression.

Authentic côte&ciel products can only be found on our online shops (EU, US and APAC) and at authorized retailers (please check to our Store List)

Products on côte&ciel online store are constantly evolving through seasonal collections, collaborations and limited editions.

Sign up to côte&ciel newsletter to be always updated on new arrivals and offers.

For any information regarding stock and products, please contact Customer Support.

To take care of your côte&ciel products, we suggest you take a look at the important care advice you will find on each product page.

• General care advice

We recommend cleaning the 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.

• Leather care advice

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.

We highly recommend you create a côte&ciel account to have a full shopping experience on our website.

If you encounter any difficulties when placing an order, please contact our Customer Support. 

Once an order has been dispatched, it is no longer possible to cancel it. For this reason, we kindly advise you to send an email to support@coteetciel.com as soon as possible and we will check the possibility of fulfilling your request.

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.

The billing address cannot be changed after the order has been placed. 

In our European online shop prices are in EUR. 

In our North Americas and Asia-Pacific webstores prices are in USD.

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country.

You will be responsible for paying additional charges for customs clearance; we have no control over these charges and cannot predict what they may be.

Customs policies vary widely from country to country; please contact your local customs office for further information.

Additionally, when ordering from coteetciel.com, you are the importer and must comply with all laws and regulations of the destination country.

You authorize us to designate a carrier (DHL/ SF EXPRESS) to act as your agent with the relevant customs and tax authorities in the destination country, to clear your merchandise and advance (on your behalf) any duties and taxes owed by you.

If your shipping destination is the USA, please visit our webstore for USA. If your shipping destination is EU, please visit our webstore for EU.

We ship the côte&ciel range from our online store to many worldwide destinations. 

Unless otherwise agreed, we will dispatch to the shipping address provided by the customer during checkout.

For our shipment in the Asia Pacific region, we use DHL /SF EXPRESS depending on the destination of the order.

All risks related to the goods and ownership of the products pass to the Customer once collected by a forwarder or carrier. 

Please note that DHL/SF EXPRESS terms and conditions will apply, and these can be found at https://www.dhl.com/hk-en/home.html or https://www.sf-international.com/cn/en 

• From our online store for Asia Pacific we currently ship to: 

China Mainland; Hong Kong; Indonesia; Macau; Philippines; Singapore; South Korea; Taiwan; Thailand; Vietnam.

• For shipments to Japan, please visit coteetciel.jp

If you are unable to find your country at checkout, please contact customer service to check the possibility to ship to you, with an additional shipping charge based on forwarder prices for your location.

côte&ciel offers free standard shipping (1-5 business days) for all orders over $100, while orders under $100 are charged $12. 

If for any reason you need to expedite your shipment, please contact support@coteetciel.com and we will do our best to accommodate your request.

Kindly note that an additional shipping charge might be applied for different shipping methods.

We ship orders from our warehouse in Netherlands and aim to dispatch all orders within 48 hours (Monday - Friday). 

We do not offer weekend deliveries and we do not dispatch orders on Public Holidays. 

The estimated delivery time (after picking up by UPS) is 3-5 working days and depending on your location it may also take longer. 

Kindly note that estimated delivery times are to be used as an indication only and run from the date of dispatch.

côte&ciel is not responsible for any delays caused by destination customs clearance procedures or incorrect shipping address.

During sales periods and public holidays there may be a delay in dispatch your order, due to the high volumes of orders.

Please contact our customer support for any request of assistance.

Once your order has been shipped, you will receive a shipping confirmation email with the tracking number to track the entire shipment of your parcel. 

For further information regarding your orders, just log into your côte&ciel account and check your customer history.

We want you to be happy with our products. Should you for any reason be unhappy with the delivered product, you have the right to return the unused product within 14 days (from the date of delivery).

Kindly note that the product must be returned in an unused condition, in all original packaging and with hangtag still attached.

To proceed with a return, please open a Return Request in our Returns Center and follow the return instructions provided in the email.

In case your order does not appear as available for creating a return request, please contact support@coteetciel.com 

You are responsible for the shipping costs of returning your goods.

You can select the carrier of your choice, but we recommend using traceable carrier, such as DHL or UPS.

 

We have the right to deny refund if the returned product does not meet our policy requirements.

Once your returned product has arrived at our warehouse and been assessed as being in a satisfactory condition for return, we will process your refund. 

Please note that this process may take up to 14 working days from the date your returned product is received by our warehouse.

Certain limited-edition projects/collaboration pieces and sales items are non-returnable. 

For further information, please contact support@coteetciel.com

If for any reason you wish to exchange your product for a different size/ model/ material, please contact support@coteetciel.com and we will check the possibility of fulfilling your request.

côte&ciel philosophy has always been green-oriented and our aim is to become more and more a sustainable brand, also following the new UN Agenda 2030 guidelines To achieve this, we are working to reinvent the design not only through new shapes, but also by the exploiting new and innovative fabrics, researching experimental packaging processes and providing a circular market to give a new life to old items.

Check our revolutionary materials and find the perfect option for your needs: 

• KOMATSU ONIBEGIE
• ALLURA RECYCLED LEATHER
• ECOYARN
• OBSIDIAN
• ALIAS

All our polybags are biodegradable in soil and the wrapping paper we use is anti-mould and made from recycled paper.

côte&ciel products purchased on apac.coteetciel.com are covered by a 1 year warranty. côte&ciel sleeves are covered by a 6 month warranty.

The warranty covers critical manufacturing defects in materials, hardware and workmanship.

If the product was purchased on our website, please contact support@coteetciel.com

If the product was purchased from an authorised retailer, please seek assistance from the store the product was purchased at.

If côte&ciel receives a valid claim within the warranty period, côte&ciel will propose the most appropriate solution based on the defect of your item.

If côte&ciel replaces your product, the replacement becomes your property and the original product becomes côte&ciel’s property.

côte&ciel’s warranty covers products purchased through an authorised retailer or the official côte&ciel webstore only. 

The warranty does not cover damages caused by incident, misuse, wear and tear (e.g. abrasions), the natural fading of colours or deterioration of materials over time.

The warranty may not apply to limited edition projects/collaboration pieces. For further information, please contact support@coteetciel.com   

We are truly sorry to hear that your product got damaged! 

Please contact support@coteetciel.com and we will be happy to assist you to find a solution to give a new life to your item.