Frequently Asked Questions
How to find an article on the website?
Our menu allows you to search products by the following gender or age categories, (men, women, children) as well as by product type (swimwear, beachwear, and accessories.) Once you have chosen your category of interest, you can refine your selection and filter by color, size and style.
You may also use the search tool that is available throughout the website by clicking on the magnifying glass in the search bar and searching by product name, category, color or reference.
How to choose the right size?
On each product page, you have access to the size chart that indicates the different characteristics of the product in addition to an explanation of how to choose the correct size. For a direct look at our size chart, please click here: Vilebrequin Size Chart
If an article is out of stock, can I still order the product?
If your size is no longer available online, our website allows you to identify the availability of the article in our stores. If the product is not available in one of our boutiques, we will do our best to track down the article. Please email us with the name and size of the article that you are looking for at the following email address: email@example.com
How can I locate the Vilebrequin boutique closest to me?
Please click on the following link that will direct you to our store locator. Vilebrequin Store Locator
Where are your products made?
Our fabric is of French, Italian, Spanish and Portuguese origin. All fabrics are printed in France and in Italy. Our products are then confected in various locations in Europe, Morocco or Tunisia. Our embroidered series are produced in France and Italy.
Do you offer a repair service?
Please contact our customer service at the following address: firstname.lastname@example.org for all questions relating to product repair.
Am I required to create an account if I wish to place an order?
No, clients are not required to create an account when placing an order. Having an account simply allows clients to be informed in avant-première about our new collections and benefit from special offers. The creation of an account also allows you to easily access previous transactions, your wish list and conveniently saves your personal information in order to facilitate future orders with Vilebrequin.
Is my personal information protected? Am I able to access this information?
I forgot my password, what should I do?
You can reset your password by clicking on the link "Forgot your password" on the sign-in page of the website. Then, follow the instructions that will be indicated on this page.
How can I unsubscribe from the newsletter?
If you have an account, sign-in and go into the tab "Newsletter" where you will have the opportunity to modify your preferences for receiving the Vilebrequin newsletter. You also have the option of unsubscribing by clicking on the bottom link of each newsletter that reads, "click here to unsubscribe."
How do I know if my order has been processed? How can I follow-up on my order?
After payment and validation of your order, you will receive two emails:
1. The first email confirms the transaction and includes important information including your order number and a résumé of the different articles ordered.
2. The second email confirms that the order has been sent and is being delivered via our courier. You will find a link allowing you to track your order's delivery progress.
How can I cancel an order?
Orders may be cancelled via a direct request through email email@example.com or via telephone, +44 133 24 08 004 as long as the order has not yet been processed. In the event that the order has already been shipped, you will need to proceed with a return as outlined in our return policy detailled later in this FAQ.
Can I modify the delivery address?
It is not possible to modify the delivery address once your order has been processed. Please double check when validating your order.
Can I make changes to my order after once my order has been confirmed?
For technical reasons, it is not possible to modify sizes, colors, product styles or quantities once an order has been completed. If upon reception of the order, there are articles that are not to your suiting, you have 30 days to return the product(s) free of charge.For international deliveries:
During checkout or by logging into to your online store account, you can add new addresses to your account, so each time you check out you can choose from these stored addresses.
If your order is shipping to an address other than the billing address on your credit card, we may contact you to list the alternate address with your credit card company. This helps prevent fraudulent use of your credit card. To list the alternate address with your credit card company, just call the 800 number on the back of your card and ask the agent to add the address to the notes on your account. Listing the address before you place an order helps us process your order more quickly.
Can I request that my order be gift-wrapped?
The products are wrapped in tissue paper and all of our swimsuits come with a water-proof wallet that allows you to protect your personal items as well as a "spi-bag" that can be used for transporting your swimsuit. When at checkout on the website, it is possible to include a gift card if you wish that the order be sent as a gift.
Can I use a Vilebrequin gift certificate on the website?
Although it is not currently possible for our clients to use a gift certificate on the website, we are conscious that this is important and working on a solution in order to implement this option in the near future.
Which payment methods do you accept?
You may use your Visa, Mastercard, American Express, Diner's Club or Paypal account for all purchases.For international deliveries:
Currently, Borderfree supports Vilebrequin Visa, Visa®, MasterCard®, American Express®, PayPal®, PayPal Express® and more with additional payment options coming soon. Payment methods vary by destination; you'll see all your options during Checkout. You'll see "BF*Vilebrequin" on your credit card statement. Store credit notes are not accepted.
How do you secure transactions?
The security of your information is very important to us. The different exchanges of information between the Vilebrequin website, our payment company and the computer or device being used to place your order are secured via a SSL 128 bits certificate. You can verify the presence of this protection by looking at the HTTPS in the URL of the Vilebrequin website when checking out. Furthermore, your banking information is never stored on our servers.
What can I do if I see that I was charged for the order but never received an email confirmation?
In the event that you do not receive an email confirming your order but you see that you have been charged, we recommend that you contact our customer service team and give us the maximum amount of information concerning your order (date, email, contact details, amount charged, etc.). Based on this information, we will be able to check the order history and quickly resolve the problem.
Delivery of my items
Where do we deliver?On the Vilebrequin website, we deliver to all countries except the following:
Afghanistan, Algeria, American Samoa, Armenia, Azerbaijan, Bahamas, Belarus, Bouvet Island, British Indian Ocean Territory, Burundi, Cameroon, Cape Verde, Central African Republic, Comoros, Cook Islands, Côte d'Ivoire, Cuba, Democratic Republic of the Congo, Djibouti, Falkland Islands, Faroe Islands, French Polynesia, French Southern and Antarctic Lands, Georgia, Ghana, Greenland, Guam, Guinea, Guinea Bissau, Haiti, Heard Island and McDonald Islands, India, Iran, Iraq, Kazakhstan, Kiribati, Kosovo, Kyrgyzstan, Lebanon, Liberia, Libya, Macedonia, Marshall Islands, Mauritania, Mayotte, Mexico, Micronesia, Moldova, Montenegro, Myanmar, Namibia, Nauru, Nepal, Niue, Norfolk Island, North Korea, Northern Mariana Islands, Palau, Pitcairn Islands, Russia, Saint Helena, Ascension and Tristan da Cunha, Saint Pierre and Miquelon, Samoa, São Tomé and Príncipe, Senegal, Sierra Leone, Solomon Islands, Somalia, South Sudan, Sudan, Suriname, Syria, Tajikistan, Tonga, Tunisia, Turkmenistan, Tuvalu, Ukraine, United States Minor Outlying Islands, Uzbekistan, Venezuela, Western Sahara, Yemen, Zimbabwe.
For any other country, please select your shipping country here.
After payment of your order, Vilebrequin will process the transaction and shipping. The order total is guaranteed, including the applicable shipping costs, tariffs and taxes that will be displayed.
If your country does not appear in the list, this means that Vilebrequin doesn’t currently ship to this destination. In this case, please contact Vilebrequin’s Customer Service to organise a mail order with our local partner or one of our Vilebrequin stores, if this is possible.
What are your delivery times?Belgium, Germany, Luxembourg, Netherlands:
Standard delivery: 2 - 3 working days; Express delivery: 1 - 2 working days
Standard delivery: 2 - 4 working days; Express delivery: 1 - 2 working days
Standard delivery: 5 - 7 working days; Express delivery: 3 - 4 working days
Standard delivery: 2 - 5 working days; Express delivery: 1 - 2 working days
Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Poland, Portugal, Slovakia, Slovenia, Sweden:
Standard delivery: 3 - 6 working days; Express delivery: 1 - 2 working days
All above-mentioned delivery times are to be considered in working days. There will be no delivery on Saturdays, Sundays and bank holidays. Bank holidays, both in Belgium and in the country of delivery, are not taken into account in the calculation of the delivery times. Therefore, if the delivery time includes one or more bank holidays, the delivery time will be extended by the same number of days. Delivery times start from the confirmation of your order.
For Express orders, 1-3-working-day delivery is possible only for orders placed before 2 p.m. (Paris, France time, GMT +1). Orders placed after 2 p.m. (Paris, France time, GMT +1) will be delivered in 2-4 working days.
All these delivery times are to be considered as estimates. We cannot guarantee these delivery times in the event of unforeseen events, such as HGV driving bans, strikes, social movements affecting order preparation and delivery services, goods being held by customs and any other event considered as force majeure. A 30-day delivery time is however guaranteed following the confirmation email.
In the event that we are unable to respect the original estimated delivery time, we will inform you as soon as possible and give you a new estimated delivery time. You can however cancel your order if the overall delivery time exceeds thirty (30) days. In order to cancel your order, you must send us an email using the following address: firstname.lastname@example.org. We will arrange for the refund of your order and of your shipping costs in the event that this 30-day delivery time is exceeded.
We consider the goods to be delivered from the moment the parcel has been received by the client or from the submission of the delivery notice by the carrier.
Every Express delivery will require a signature upon receipt of your parcel. Without a signature, your parcel cannot be released. If you haven’t received your parcel within the above-mentioned delivery times, we recommend that you check the delivery status of your parcel using the tracking number which you will have received with your order shipping confirmation. If necessary, you can contact our Customer Service using the following address: email@example.com.
If you make numerous purchases, we may have to deliver your purchases in multiple parcels. Consequently, the delivery may reach you in batches. If this is the case, we will do our best to keep you informed. Please note that your parcels will be shipped to the address indicated on your customer profile. We cannot be held responsible if this delivery address is incorrect or incomplete.
How much will delivery of my order cost?
- Standard delivery in Europe: free
- Express delivery in Europe (signed for): €15
- Express delivery Australia, Canada, Saudi Arabia, United Arab Emirates, Kuwait, Qatar, Republic of Korea, Japan, Brazil, Israel: 25 €
- Express delivery Swiss: CHF 30
- Express delivery Singapore: $40SG
- Express delivery Hong Kong: $225HK
- Express delivery Macao: MOP230
- Express delivery United Kingdom: £15
- Express delivery for other countries: 40 €
How do I know if my order has been shipped?
Once your order is ready to be shipped, you will receive a confirmation email indicating your parcel tracking number and a link to the carrier so that you can track the progress of your delivery.
Can I get my order delivered to store? Or to a pick-up point?
You can get your order delivered to a selection of stores for free. A list of stores will be suggested when you place your order.
However, it is not possible to get your order delivered to a pick-up point.
Where are the orders shipped from?
All orders placed on the eu.vilebrequin.com website are shipped from Belgium.
RETURNS AND EXCHANGES
What is your returns policy?
You will find all the instructions pertaining to the return of an item in the documents enclosed with your order. You have 30 days from the day your parcel is delivered to return one or more items.
The items must not have been worn and must have their labels and original packaging. Upon receipt of your parcel, we will arrange for the refund of the items. (For our refund policy relating to taxes and shipping costs, please refer to our General Terms and Conditions.) The time required for your bank account to be credited depends on your bank. It can generally take up to 10 working days.
We offer free returns for the following destinations:
- Czech Republic
- Hong Kong
- United Kingdom
- United States
How to prepare your return. Follow the steps, it’s easy!
1- On the returns form enclosed with every parcel, indicate the quantity and reason for return code opposite the products you wish to return.
2- Enclose the returns form with the products in their original packaging and state.
3- For a return from Hong Kong, Macao, Singapore, Switzerland or the United Kingdom: please contact Customer Service in order to obtain a prepaid returns label.
For a return from Belgium, Bulgaria, Croatia, the Czech Republic, Denmark, Finland, France, Greece, Hungary, Ireland, Italy, Luxembourg, the Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden: Download your transport label from returns.vilebrequin.com. Stick it on your parcel and drop off your parcel at the post office of your choice.
For orders delivered in Austria and Germany, the return costs are borne by the Customer. They are covered by Vilebrequin only in the event of an item defect or in the event of an error in the preparation of your order.
For any return of an order delivered outside of Europe and outside of the US, please contact Customer Service in order to obtain a DHL returns slip.
Parcels can take several days to reach our warehouse in Belgium.
Some orders include free gifts. If by returning your products you are no longer eligible for this special offer, please also return the bonus product. In the event that this product is not return, the refund will not be possible.
For any questions relating to returns, please contact Customer Service here: Customer Service.
Terms and conditions for international orders
Taxes and tariffs
International taxes, tariffs and value added tax (VAT) will be calculated in your order total at the payment stage. They are based on the country of origin in which the goods are bought or made, and on the classification of goods, in accordance with a harmonised system used by the countries to which Vilebrequin delivers.
The goods will be returned to Vilebrequin with no refund of taxes or of shipping costs.
International orders are not eligible for:
- Free delivery
- Free returns
- Free Vilebrequin gifts with purchase
- Promo codes
- Online purchases with store pick-up
Other promotional restrictions can apply.
Please contact Customer Service for any other questions.
The maximum order amount for international delivery is USD 25,000.
Gifts with purchase (bonus products) are not available for international deliveries. Other products, including beauty products, hazardous materials, furs and exotic leathers, can also be subject to international shipping restrictions.
Why do I have an error message if I am using Internet Explorer 8?
Our website is not adapted for Internet Explorer 8 or any versions previous to the 8. Updating Internet Explorer is quick and simple and will allow you to benefit from a smoother navigation on our website. If you have any other difficulties while navigating our website, please contact our customer service firstname.lastname@example.org so that we may improve your shopping experience.
How can I contact your Customer Service or one of your other departments at Vilebrequin?
For all requests pertaining to our customer service or other departments at Vilebrequin, please use our contact form that can be found here: customer serviceOnce on the page, you may refine your question by selecting the topic of your request.
For any question, you can contact us:
- In English, from Monday to Friday, from 08:00 am to 06:00 pm, at +44 133 240 80 04
- In French, from Monday to Friday, from 08:00 am to 06:00 pm, at +33 182 88 18 13
- In German, from Monday to Friday, from 09:00 am to 05:00 pm, at +49 69 96 75 87 28