Customer care

If you want to speak to a member of our customer care team, email customerservice@les100ciels.com and someone will be in touch within 4 working hours. Our working hours are Monday to Friday, 9.30 am to 5.30 pm, excluding bank holidays and weekends. As soon as your email is received, you'll get a response confirming that we have read it and are looking into the problem.

Please note, our team works from Monday to Friday, from 9.30 am to 5.30 pm and emails sent outside of these hours will be responded to as soon they’re back at their desk.

We've tried to make sure that we've answered most of the questions people have in the FAQ section of the website, so take a look here first if you're in doubt about something.

You may also contact us by telephone on 02038190983.

Press

For all press and media relations enquires please contact us by emailing info@les100ciels.com. We’re always happy to talk to stylists and journalists about loans of our collections.

Our affiliate programme

Interested in becoming an affliate? Contact us on info@100ciels.com for more details.

STANDARD DELIVERY

Standard Delivery costs £4.95.

Your order will arrive within 3 working days [excluding Weekends] e.g. If you order on Wednesday your goods will be delivered by the following Monday.

UK orders will be sent out via Royal Mail in most instances using the Signed for service. International Orders, will be sent out via Royal Mail or reputable courier companies.

International customers will receive a tracking code that let's you know when to expect delivery of your goods. Our UK Signed for service only confirms receipt and is not trackable during shipment.

Unfortunately we cannot deliver on a bank holiday. In this instance please expect your delivery on the next working day.

INTERNATIONAL SHIPPING CONT.

When you place an order that requires International shipping, we suggest you have it delivered to a work address rather than a home address, as our couriers only deliver between 9am and 5pm, and may require a signature on receipt. Your order will be dispatched via the most suitable carrier, depending on size and weight. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information. Once your parcel has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures. If you aren't available when your parcel is delivered, the delivery driver will leave a calling card with instructions on how to pick it up.

OUR RETURNS POLICY

If you are not happy with your purchase, you can return your item(s) within 28 days of the purchase date. The item(s) you return must be in their original condition, unworn and sellable. We do not refund any original shipping fees. You will be notified once we receive the return and you will receive your refund within 3-5 working days of this. If more than 28 days have passed since your purchase, we will issue you with a credit note to the value of your items (within a maximum of 35 days of your purchase date).

FOR UK RETURNS:

Returns are free for all purchases delivered within the UK. Please note that any items purchased online cannot be returned to any of our store locations or department store concessions unless you originally chose to collect your item(s) in store.

Please email us at customerservice@les100ciels.com with your order number to receive a paid postage returns label.

INTERNATIONAL RETURNS:

All international customers will need to bear the cost of returning the items to our warehouse. Please send your returns to:

Les 100 Ciels
19 Briset Street
London, UK
EC1M 5NR

EXCHANGES

If you would like to exchange an item you have bought, please contact customer service at customerservice@les100ciels.com

RETURNS CONDITIONS

The items are your responsibility until they reach our warehouse. Please ensure you pack your items carefully to prevent any damage. We are not responsible for any items that are returned to us in error and will not be able to return these to you free of charge. Please contact us for further details.

Items bought as part of a multi-item offer, must all be returned for the full refund to apply. If one item of the offer is returned, then the value of the lower priced item at time of purchase will be refunded. If you qualified for a free item with your purchase, this will need to be returned with the main item purchased, to qualify for a full refund. This does not apply to gift items.

Personalised items are non-refundable.

Returning goods from cancelled orders

A full refund including delivery charges on UK and International orders will only be made if the entire order is cancelled (with written notice) within 14 days from your date of purchase. If you have already received your item(s) when you decide to cancel an order, you have 14 days from the date of cancelling your purchase to return your item(s). Your refund will be processed as soon as the item(s) are checked into our warehouse.

If you have any further queries regarding returns or refunds please email customerservice@les100ciels.com

PAYMENT SUPPORT

I’m not sure if my order went through?

If you're not sure that your order has been placed, the first thing you need to do is check your inbox. We automatically send you a confirmation receipt once an order has been successfully received. This should never take more than an hour to arrive. In most cases, it will arrive within minutes. If you can't find your order in your inbox, we recommend that you also check your junk mail as it could have ended up there.

If you can't find an email confirmation, then please email our customer care team at customerservice@les100ciels.com, including as many details as possible and we'll respond within 4 working hours.

You can also call your bank to check if a payment has been taken from your card.

My payment keeps being declined?

This can happen for a number of reasons. Try checking the card details are correct (it’s not out of date etc) and your billing address is the same one the card is registered to.

If the problem persists, enter the details of another card and try that.

We're probably unlikely to be able to help you on this one, but if you want us to try, email our customer care team at customerservice@les100ciels.com, including as many details as possible and we'll respond within 4 hours.

How secure is your site?

Very. We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times.

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:

Authentication - this ensures your browser that your data is being sent to the correct computer server, and that the server is secure

Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server

Data Integrity - this checks the data being transferred to ensure it has not been altered

Our Guarantee... In the unlikely event that your card is used fraudulently, your bank or card issuer cannot hold you liable for more than £50.00 of fraudulent charges. If for any reason your bank or card issuer does hold you liable we will cover you for the liability up to the full £50.00, provided the unauthorised use of your card resulted through no fault of your own from purchases made at les100ciels.com whilst using the secure server. In the unlikely incidence of unauthorised use of your card you must report the incident immediately to your credit card provider in order to qualify for security protection.

Just click on the subject below for more info…

• Returns

What is the returns policy?

UK Customers

Please note that any items purchased online cannot be returned to our store at St Christopher's Place, London

In addition to the Distance Selling Regulations, you can return any item within 28 days of receipt for a full refund of that item or to exchange it for a different size or colour.

For returns made outside the Distance Selling Regulations, we will refund the monetary value of the goods returned to us, at the price you purchased them. This includes sale items.

You can download a form to return your goods here. Please include this form with your return.

Returns must be addressed to:

Walker Logistics
FREEPOST RSGY-SRTE-YZHX
HUNGERFORD
RG17 7TJ

We also accept cancelled orders under the Distance Selling Regulations.


Cancelling your order

Under the UK Distance Selling Regulations, you have 14 working days (from the day after you receive your goods) to cancel the contract for your order with us.



In this case we will issue you with a full refund (including delivery costs) within 14 days of receiving the returned goods to our website.



In all cases, the goods must be in their original condition and will be inspected on their return.



If we do not receive the cancelled items back, we may arrange to have them collected at your cost.

If you decide to cancel your order with Les 100 Ciels, you must let us know in writing by emailing us at customerservice@les100ciels.com quoting the order number.

International Customers

In addition to the Distance Selling Regulations, you can return any item within 28 days of receipt for a refund. If a replacement size, colour or alternative items are required you will need to place a new order.

For returns made outside the Distance Selling Regulations, we will refund the monetary value of the goods returned to us, at the price you purchased them. This includes sale items.


In all cases, the items returned must be in their original condition, which includes tags and any packaging. For example, shoes are to be returned along with the original shoe box. All goods will be inspected on return.

The goods are your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us in error.

For overseas customers, we do not pay for the postage on returns. This is your responsibility and we recommend you use a postal service that insures you for the value of the goods you are returning or obtain proof of posting.

Our returns address is:

Walker Logistics
FREEPOST RSGY-SRTE-YZHX
HUNGERFORD
RG17 7TJ

How do I return an item?

You have 28 days to decide if you want to return any item (this includes all sale items) you order from us. You can download a form to return your goods here. Please include this form with your return.

Please note it is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or an exchange. Without these details we won't be able to take the action you want us to.

Once we receive your return, we will ensure you receive what you want as quickly as possible. To keep you up to date on the whole process, we’ll send you an email confirming that we have the goods and the action being taken.

Provided the goods are in their original condition, a refund will automatically be issued to the card used to make the original purchase. You will receive an email notifying you once this payment has been made.

In all cases, the items returned must be in their original condition. All goods will be inspected on return and any item in unsuitable condition will be sent back to you.

For more information on our returns policy, just click here

My return was processed, but I wasn't refunded my delivery charge?

Provided you meet our returns policy criteria, you will always be refunded for your goods. We never refund delivery charges except in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty.

See our returns policy for more info by clicking here

I have been refunded the incorrect amount?

We are very sorry if we have made a mistake on your refund. Please get in touch with our team by emailing customerservice@les100ciels.com and we’ll sort the issue as soon as possible.

The following may affect the amount you have been refunded: The delivery charge, which would only be refunded under cancelled orders made under Distance Selling Regulations or if the goods are faulty.

Any discounts that were applied at the time of sale, which may not now be applicable to your refund.

Have you received my returned goods?

As soon as your return has been processed by our warehouse, we'll email you to let you know.

In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please email us at customerservice@les100ciels.com.

If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.

• Shipping

Has my order been shipped yet?

As soon as your order is dispatched we'll send you an email to confirm that it's on its way. From there it should be delivered within the timescale shown on your confirmation email. This will depend on the shipping option you choose at checkout. You can see our shipping info times here.

If you have not yet received your goods and think that you should have, just email us at customerservice@les100ciels.com and we’ll solve the problem as quickly as possible.

I received the wrong order?

We're sorry. If you have received the wrong order, please email us at customerservice@les100ciels.com and we’ll solve the issue as quickly as possible. Please include as many details as possible when you email us so we can help get the right order to you.

Received damaged goods?

We want all our customers to receive top quality goods so if you think there is a fault with an item you have received, please let us know straight away by contacting us at customerservice@les100ciels.com.

We’ll need you to return the goods to us as soon as possible.

Standard Delivery

The Standard Delivery costs £4.95

Next day delivery

The Next Day Delivery costs £8.95

International shipping

• Area
• Delivery times in working days
  (monday - friday)
• Costs

• Americas
• 3 days
• £15.00

• Europe
• 2 days
• £15.00

• Rest of the world
• 3 days
• £20.00

Will I be charged customs and import duties?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

We can’t control these charges and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

To avoid nasty surprises, we advise always checking any charges that might apply to your order by contacting your local customs office.

No EU VAT

VAT is not included in our prices for customers outside of the EU.

• Contact

Customer care

If you want to speak to a member of our customer care team, email customerservice@les100ciels.com and someone will be in touch within 4 hours during working hours. Our working hours are Monday to Friday, 9.30 am to 5.30 pm, excluding bank holidays and weekends. As soon as your email is received, you'll get a response confirming that we have read it and are looking into the problem.

Please note, our team works from Monday to Friday, from 9.30 am to 5.30 pm and emails sent outside of these hours will be responded to as soon they’re back at their desk.

We've tried to make sure that we've answered most of the questions people have in the FAQ section of the website, so take a look here first if you're in doubt about something.

Press

For all press and media relations enquires please contact us by emailing Push PR at pippa@pushpr.co.uk or bex@pushpr.co.uk. We’re always happy to talk to stylists and journalists about loans of our collections.

• Payments

I’m not sure if my order went through?

If you're not sure that your order has been placed, the first thing you need to do is check your inbox. We automatically send you a confirmation receipt once an order has been successfully received. This should never take more than an hour to arrive. In most cases, it will arrive within minutes. If you can't find your order in your inbox, we recommend that you also check your junk mail as it could have ended up there.

If you can't find an email confirmation, then please email our customer care team at customerservice@les100ciels.com, including as many details as possible and we'll respond within 4 working hours.

You can also call your bank to check if a payment has been taken from your card.

My payment keeps being declined?

This can happen for a number of reasons. Try checking the card details are correct (it’s not out of date etc) and your billing address is the same one the card is registered to.

If the problem persists, enter the details of another card and try that.

We're probably unlikely to be able to help you on this one, but if you want us to try, email our customer care team at customerservice@les100ciels.com, including as many details as possible and we'll respond within 4 hours.

How secure is your site?

Very. We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times.

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:

Authentication - this ensures your browser that your data is being sent to the correct computer server, and that the server is secure

Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server

Data Integrity - this checks the data being transferred to ensure it has not been altered

Our Guarantee... In the unlikely event that your card is used fraudulently, your bank or card issuer cannot hold you liable for more than £50.00 of fraudulent charges. If for any reason your bank or card issuer does hold you liable we will cover you for the liability up to the full £50.00, provided the unauthorised use of your card resulted through no fault of your own from purchases made at les100ciels.com whilst using the secure server. In the unlikely incidence of unauthorised use of your card you must report the incident immediately to your credit card provider in order to qualify for security protection.

• About us

LES 100 CIELS IS BUILT AROUND A PHILOSOPHY OF CRAFTSMANSHIP AND QUALITY NATURAL FABRICS.

Les 100 Ciels, French for the hundred Skies, is focused on a philosophy of timelessness and simplicity. With cashmere at the heart of each collection, our vision is to offer high quality, luxurious and affordable styles.

Our versatile and easy to wear ranges include essential wardrobe pieces for women of all ages and backgrounds, complimented by high fashion styles.

Each collection is a process of creation; starting with our design vision, through to the sourcing of the finest raw yarns from our own goat farms in Inner Mongolia. As we personally create each individual piece, close attention is paid to the finer details during the development, ensuring superior craftsmanship.

It is our belief that each collection should be beautiful, ethically made and combine style with substance. We hope you enjoy wearing our clothing as much as we enjoy designing and creating them.


How we produce our knits.