Question 1

Combien de temps est valable mon avoir suite à un retour?

Accepted Answer

Si vous choisissez l’option bon d’achat lors du retour d’un article, celui-ci sera valable pendant une durée de 12 mois à compter de sa date d’émission.

Question 2

Can I benefit from the Refashion Repair Bonus?

Accepted Answer

Is your Louise Misha piece damaged? The Maison encourages you to give it a second life through repair. By visiting a Refashion-certified repair professional, you can benefit from the Repair Bonus*: an immediate discount on the cost of the repair. This program is made possible thanks to Refashion, the French eco-organization responsible for managing and reducing textile waste.To find a certified repairer near you, check the list of eligible repairs, and learn about the bonus amounts, visit here. 
*Program valid in France only.

Question 3

The product I want is out of stock — what can I do?

Accepted Answer

If the item you're looking for is unavailable, you can sign up for a back-in-stock alert directly on the product page. If we receive a restock or a customer return, you'll get an email notification as soon as it's available again. This way, you’ll be among the first to know and won’t miss the chance to purchase it.

Question 4

'm not sure which size to choose — what should I do?

Accepted Answer

To help you find the perfect size, we’ve got a handy little tool right on our product pages. It guides you based on your measurements and preferences.
Prefer a classic size chart? You can check them out here:Women's Size GuideKids' Size Guide

Question 5

I would like to modify some details saved in my account

Accepted Answer

To update your personal information or your password, please click on “My Account / Information”.

Question 6

Can I delete my account?

Accepted Answer

You can delete your account at any moment. However, you will lose access to your order history, discount vouchers, invoices, and other information. If you wish to delete your account, please contact us via the contact form or directly by email shop@louisemisha.com.

Question 7

Can I order without creating an account?

Accepted Answer

It is possible to order on our website without creating your personal account. When entering your shipping address, uncheck “password” and no personal account will be created. After ordering, you will thus have no order history.

Question 8

I forgot my password

Accepted Answer

If you forgot your password, you can reset it by entering your email address. A link will be emailed to you (please check your spam folder). If you do not receive the email, please contact us via the contact form or directly by email shop@louisemisha.com.

Question 9

I would like to subscribe to the Louise Misha newsletter

Accepted Answer

When creating your customer account, you have the option of subscribing to our newsletter. You will receive all the updates as well as special offers as soon as they become available. You can also subscribe to our newsletter by entering your email address directly in the designated field at the bottom of our webpage.

Question 10

How to unsubscribe from the newsletter?

Accepted Answer

You can unsubscribe at any moment in the “Information” section of your customer account or directly in one of the newsletters by clicking on the unsubscribe link at the bottom of the page.

Question 11

General data protection regulation

Accepted Answer

The company MA Factory collects the personal data of the users on the website www.louisemisha.com which are necessary for the management of your order and our commercial relations.
The personal data that can be collected are:- User data needed to execute the order (last name, first name, billing and delivery addresses, email address, phone number, size of clothing)- Data on banking information (credit card or PayPal)- Navigation data (browser, date and time of connection, IP address, location data)
The data collected is used for the following reasons: 
- Preparation and shipping of your order (logistic companies, carriers)- Communication with the Customer by mail post or email- Information on brand news and current or future commercial operations, especially through newsletters- Improvement of services offered to Cutomers- Customs services in case of delivery abroad
MA Factory's third-party partners (Facebook, Instagram, Pinterest) may also use these data by automated means when we publish editorial and promotional content. To the extent permitted by applicable law, MA Factory is not responsible for the practices of these service providers and third parties.
Any physical person using the website www.louisemisha.com may request at any time a right of consultation, rectification and deletion of the collected data, a right of opposition to the processing of his data, a right to the erasure and his personal data.
User data will not be retained beyond the time strictly necessary for the purposes pursued as set forth herein and in accordance with applicable regulations and laws.
In this respect, the data used for prospecting purposes may be kept for a maximum of 3 years from the closure of the user's account or the last contact of the prospect concerned. User data is cleared when storage times expire. Nevertheless, the data may be archived beyond the periods provided for the purposes of research, the finding, and the prosecution of criminal offenses for the sole purpose of allowing, as needed, the provision of such data to the judicial authority.
Archiving implies that these data will be anonymized and will no longer be available online but will be extracted and kept on a secure and independent support.
In accordance with the Data Protection Act of 6 January 1978, you have the right to access, rectify and oppose personal data concerning you. Simply write to us online at shop@louisemisha.com or by mail to MA Factory, 8-10 rue Titon -75011 Paris, indicating your last name, first name and the address to which you wishan answer. Your letter must be signed and accompanied by a photocopy of an identity card with your signature. An answer will be sent to you within 1 months of receiving the request.
User data will not be retained beyond the time strictly necessary for the purposes pursued as set forth herein and in accordance with applicable regulations and laws.
Some services may be altered or inaccessible in the absence of consent to the collection of data mentioned in this Privacy Policy.

Question 12

How to take care of Louise Misha products?

Accepted Answer

Please follow care instructions indicated on our material care guide. If you have questions on how to take care of specific items, please contact us via the contact form or directly by email shop@louisemisha.com.

Question 13

Can I personalize my Louise Misha pieces?

Accepted Answer

You can personalize your Louise Misha pieces from a selection of items . The personalized items are embroidered by the HAWA au féminin workshop, whose values and commitment to women we share.
H.A.W.A. au Féminin
H.A.W.A: "Honoring women, Accompanying them, making them Winners to Achieve their dreams". Founder Hawa played with the letters of her first name to create this circular and supportive fashion project in 2021 that combines all of her "personal struggles": promoting the emancipation and autonomy of women, fighting against clothing waste and upcycling. She has more than 20 years of experience in social and professional support for people in difficulty. She wanted a company and a beautiful, bright workshop where women feel good at work and want to come, to help them out of isolation, as single women, single parents or refugees. A professional and social integration project where the designers are women in vulnerable situations, trained in the sewing professions.
Preparation, delivery and return times
Each personalized item is embroidered by hand and to order. The preparation time is 6 to 7 working days. Orders are then delivered within 3 working days in Metropolitan France and according to the usual delivery times depending on the geographical area. Personalized items cannot be returned, exchanged, or refunded.
When should I order to receive my personalized item before Christmas?

From Metropolitan France / Colissimo delivery / Tuesday December 10 before 9 a.m.
From Metropolitan France / DHL express delivery / Thursday December 12 before 10 a.m.
From the French overseas departments and territories / DHL delivery / Tuesday December 10 before 9 a.m.
From Europe (Germany, Spain, Italy etc.) / DHL standard delivery / Friday 6th December before 10am
From Europe (Germany, Spain, Italy etc.) / DHL express delivery / Wednesday 11 December before 10am
From USA, South Korea, Japan / DHL express delivery / Wednesday, December 11 before 10 a.m.
From the Rest of the World / DHL standard delivery / Thursday December 5 before 10 a.m.
From the rest of the world / DHL express delivery / Monday December 9 before 10 a.m.

Question 14

The item that I ordered on the Louise Misha website has a defect, what to do?

Accepted Answer

Despite all our quality controls, there are rare cases of quality issues. Please contact our customer service via the contact form or directly by email shop@louisemisha.com and send us photos of the defects.

Question 15

The item that I purchased at a reseller has a defect, what to do?

Accepted Answer

Please contact the reseller directly, they will take care of the After Sales Service. We advise you to send them photos of the damaged products.

Question 16

How many days do I have to return an item?

Accepted Answer

You have 15 days from the receipt date of the package to request a return. For more information, see the procedure for returning goods in France or from abroad.

Question 17

Are returns free of charge?

Accepted Answer

Outside of promotion periods, returns are free of charge from Metropolitan France, including Corsica. From abroad, they are charged to the customer.
Return fees are as follows :

USA: 15USD
United Kingdom: 6 GBP
Switzerland : 6 CHF
Germany : 10€
Other european countries : 6€
Japan : 2000 JPY
South Korea : 20,000 KRW
Rest of the world : 15€

Question 18

What is the return procedure from Metropolitan France, including Corsica?

Accepted Answer

For standard returns (excluding promotions)

Login to your customer account and go to “Oder history and details” section.
Click at the order of your choice and pick the pieces you wish to return.
Pick the return reason from the list.
Download the return form and put it inside the package.
Include this form with your return. It will allow us to identify your return and send you a refund once we receive your package.
Click on the "Generate a return label" button. Your return label will be downloaded automatically for orders placed via Colissimo. For orders placed with DHL, please contact us at shop@louisemisha.com to obtain your prepaid return label.Returned products must be brand new, with tags attached, with hygienic liners on (for bodies, swimsuits, and underwear), and returned in their original packaging.
If you want the Colissimo service to collect your parcel from your mailbox, you can click on "Confirm delivery". It is necessary to print the label 24 hours before the letter carrier arrives.
If you have any problems generating the return label, please contact customer service at shop@louisemisha.com
Returned products must be in new condition, always labelled and returned in their original packaging, with hygienic protection for swimwear, bodysuits and lingerie. If these conditions are not met, the return will not be accepted.
If you are returning your order in full, please also enclose any valuable gift items, which will otherwise be charged at the selling price indicated on the e-shop. Thank you for your understanding.
For more information on the refund procedure, please see "Refund conditions and deadlines".

For returns of discounted items
Returns of discounted items are paid by the customer. You can generate a prepaid return slip from your customer account. The €5 fee return will then be deducted from your refund.

Login to your customer account and go to “Oder history and details” section.
Click at the order of your choice and pick the pieces you wish to return.
Pick the return reason from the list.
Download the return form and put it inside the package.
Click on the "Generate a return label" button. Your return label will be downloaded automatically for orders placed via Colissimo. For orders placed with DHL, please contact us at shop@louisemisha.com to obtain your prepaid return label.Returned products must be brand new, with tags attached, with hygienic liners on (for bodies, swimsuits, and underwear), and returned in their original packaging.
If you want the Colissimo service to collect your parcel from your mailbox, you can click on "Confirm delivery". It is necessary to print the label 24 hours before the letter carrier arrives.
If you have any problems generating the return label, please contact customer service at shop@louisemisha.com
Returned products must be in new condition, still labeled and returned in original packaging, with hygienic protection for swimwear, bodysuits and lingerie. If the conditions are not met, the return will not be accepted.
If you are returning your entire order, please also include any valuable gift items that will otherwise be charged at the retail price listed on the e-shop. Thank you for your understanding.

Question 19

What is the procedure for returning items from abroad?

Accepted Answer

Returns from abroad are paid by the customer : a prepaid return label is provided and the return costs will be deducted from your refund.

Go to the return portal here or login to your customer account and go to “Oder history and details” section.
Click at the order of your choice and pick the pieces you wish to return.
Pick the return reason from the list.
Download the return form and put it inside the package.
Include this form with your return. It will allow us to identify your return and send you a refund once we receive your package.
Returned products must be brand new, with tags attached, with hygienic liners on (for bodies, swimsuits, and underwear), and returned in their original packaging.
If you are returning your entire order, please also include the gift items that are valuable and will otherwise be charged at the selling price indicated on our e-shop.
Go to https://locator.dhl.com, choose your country and fill in your location to locate your nearest DHL express points and drop your package.

Question 20

What are the refund conditions?

Accepted Answer

Upon receipt of the returned items by our logistics team, we will send you a refund via the payment method you used when ordering. Returned products must be brand new, with tags attached, with hygienic liners on (for bodies, swimsuits, and underwear), and returned in their original packaging.
The refund process usually takes place within 7-10 business days after the package is received. If you do not receive any news about your return, please write to us via the  contact form or directly by email shop@louisemisha.com

Question 21

Are exchanges possible?

Accepted Answer

We do not make exchanges. If you wish to exchange the size or the article, please place a new order on our site and return to us the unwanted articles, which will be refunded.
However, we cannot guarantee the availability of the pieces in the preferred sizes or that special offers will still apply during this period.

Question 22

Can I keep my gift items if I return my order?

Accepted Answer

If you are returning your entire order, please also include the gift items (tote bags or other presents), as they are valuable. Otherwise, they will be charged at the price indicated on our eshop. Thank you for your understanding.

Question 23

How do I track my order?

Accepted Answer

You can track your order using the tracking number provided in your shipping confirmation email:Colissimo trackingDHL trackingIf your package is sent abroad, you may need to access the website of your country's post office in order to track your package locally.

Question 24

The shipment status of my order has not been updated for a week

Accepted Answer

Shipment delays by carriers are unfortunately beyond our control. In the case of a delay, please check the status of your order using your tracking number that was sent to you in the shipment confirmation email. However, if the shipment status has not been updated for a week, please inform us via the contact form or directly by email shop@louisemisha.com and we will make a claim to the carrier.

Question 25

Do you ship worldwide?

Accepted Answer

We do ship worldwide, either by Colissimo or DHL, depending on the destination and shipment type (please see sections 5 - 7). You can choose the delivery method available in your country when placing your order. If you have any questions about delivery to a specific country, please write to us via the contact form or directly to shop@louisemisha.com

Question 26

What are the delivery times and costs in Metropolitan France?

Accepted Answer

Free delivery on purchases exceeding 190 euros. The tracking number for your shipment will be indicated on your customer account and in the shipment confirmation email.

Standard delivery

Processing time of the order is 24 to 48 hours. During busy periods, the preparation time can be extended to 72 hours. 
Orders are then delivered within 3 business days.
These times are approximate and are not guaranteed by Colissimo. 
For personalized and embroidered items to order, the preparation time is 6 to 7 working days. Orders including standard items and custom items are split and sent separately.
Orders are then delivered within 3 working days.These times are approximate and are not guaranteed by Colissimo. 
The shipping costs are as follows: > 3.90€: Delivery to La Poste, Pickup relay > 7€: Home delivery against signature

Express delivery

Express orders placed before 11am French time are prepared and shipped the same day. Orders placed after 11am are processed the following day. During busy periods, preparation times may be extended up to 72 hours.
Shipping costs 12€.
Delivery directly to the recipient’s address, with an automatic drop-off at a DHL parcel relay point if the customer is absent.
Shipping costs are 12€.
Home delivery, with automatic drop-off at a DHL parcel relay point if the customer is absent.

Question 27

What are the delivery times and costs for Europe?

Accepted Answer

Standard delivery

Standard delivery is free from the following minimums depending on the country: Germany: €200 | Spain, Belgium, Italy, Netherlands: €180 | Switzerland: CHF200 | United Kingdom: GBP150 | Other European countries: €150
The tracking number for your shipment will be indicated on your customer account and in the shipment confirmation email.
The order processing time is between 24 and 48 hours. During peak periods, preparation times may be extended to 72 hours.
Orders are then delivered within 4 to 5 working days.
The delivery costs are as follows: Europe: €6 | UK: GBP6 | Switzerland: CHF6

Express delivery

Express orders placed before 11am French time are prepared and shipped the same day. Orders placed after 11am are processed the following day. During busy periods, preparation times may be extended up to 72 hours.
For shipments outside of European Union, customs clearance may result in additional shipment delays.
European Union - 12€ DEADLINES: delivery D+1 to 2 (working days) for an order placed before 11 a.m. Home delivery, with automatic drop-off at a DHL parcel relay point if the customer is absent.
United Kingdom - 12 GBP, Switzerland - 12 CHF DEADLINES: delivery D+2 to 3 (working days) for an order placed before 11 a.m. Home delivery, with automatic parcel relay drop-off if the customer is absent.

Question 28

What are the delivery times and costs for international delivery?

Accepted Answer

Express delivery offered from the following minimums for the following countries: United States: 300 USD | South Korea: 200,000 KRW | Japan: 30,000 JY | Rest of the world: 250€
The tracking number of your shipment will be indicated in your customer account and in the shipment confirmation email.
Express orders placed before 11am French time are prepared and shipped the same day. Orders placed after 11am are processed the following day. During busy periods, preparation times may be extended up to 72 hours. 
For shipments outside of European Union, customs clearance may result in additional shipment delays.
Orders are delivered directly to the recipient's address, the recipient's signature is mandatory.
Express DHL shipment is available in the following countries:
 UNITED STATES - 15 USD, Japan 2000 JPY, South Korea 20,000 KRW. DEADLINES: delivery D+2 to 3 (working days) for an order placed before 11 a.m. Home delivery, with automatic parcel relay drop-off if the customer is absent.
Rest of the world - 15€ DEADLINES: delivery D+2 to 5 (working days) for an order placed before 11 a.m. Home delivery, with automatic parcel relay drop-off if the customer is absent.

Question 29

When do I have to pay customs fees?

Accepted Answer

For shipments outside the European Union, it may happen that your order is temporarily held by customs for clearance. 
Customs charges will be communicated to you at check out.

Question 30

Can I change the delivery address ?

Accepted Answer

Colissimo shipment, order in Shipped-out status
Unfortunately, it is impossible to modify the shipping address of an order that has been shipped out. We advise you to check the address before confirming your order, and to check regularly that your address saved in your account is updated.
DHL Express shipments, order in Shipped-out status
Please contact your local DHL office with your tracking number to see if it is still possible to change the shipping address. If the address is incorrect or incomplete, your package will be returned to the sender. Once our logistics team has received it, we will be able to arrange a reshipment.
Order in process
Once your order has been confirmed, we have very little time to modify your address. If you have noticed an error in your address, you can send us a message with "Urgent" in the subject line to shop@louisemisha.com as soon as possible by indicating your order number. We will do our best to process your request but cannot guarantee it.
If you change your shipping address in your personal account after having placed an order, the new address will be taken into account from the next order only.

Question 31

What happens if I am not at home when my order is delivered?

Accepted Answer

The recipient’s signature is required for deliveries by Colissimo directly to the recipient’s address. After two delivery attempts, your package will be left at your post office and will be available for 15 days. Unclaimed packages are returned to the sender.
The recipient’s signature is also mandatory for deliveries by DHL. In case of absence, your parcel will be automatically dropped off at the parcel relay point.

Question 32

I did not receive my order, what to do?

Accepted Answer

Please follow the shipment of your order in real time by using your tracking number sent to you in your shipment confirmation email. If you notice a significant shipment delay or are unable to locate your order, please send us a message via the contact form or directly to shop@louisemisha.com

Question 33

My package was returned to the sender

Accepted Answer

In the event of a failed delivery (package could not be received within the time limit, incorrect delivery address, etc.) and return to our warehouse, we will contact you to define the procedure to follow.

Question 34

I did not receive the order or shipment confirmation by email

Accepted Answer

Please check your spam folder, it is possible that the email is in it.
The order confirmation email is sent immediately after the order is placed. If you have not received it and your bank / PayPal account has not been charged, it means that your order has not been confirmed. 
If your account has been charged but you have not received a confirmation email, please write to us via the contact form or directly by email shop@louisemisha.com providing as much information as possible (the name and email used to make the order, the order number if you have one, etc.) 
The shipment email is sent once the package is shipped out. If you do not receive a shipping confirmation email within 2 business days after placing your order, please contact customer service to ensure that your order has been processed.

Question 35

Can I change or cancel my order?

Accepted Answer

Unfortunately we cannot guarantee a modification or cancellation of an order because once it is in preparation, we have very little time for a possible modification. Please contact us by email shop@louisemisha.com, specify the modifications, and add "Urgent" to the subject line.

We will make every effort to accommodate your request but cannot guarantee it.

Question 36

Is it possible to regroup my orders?

Accepted Answer

If you have placed two or more orders in one day and they have not yet been processed by our logistics teams, we can group them together. To do this, please send us an email at shop@louisemisha.com indicating in the subject “URGENT” and your order numbers.
We will make every effort to accommodate your request but cannot guarantee it.

Question 37

I have an error in my package (wrong item received, missing item, damaged package)

Accepted Answer

If your order is incomplete, incorrect or one of the items has a defect, we invite you to send us a message with a photo via the contact form or directly to our email shop@louisemisha.com. Our team will do its best to resolve this problem as soon as possible.

Question 38

Is it possible to put aside an item for me?

Accepted Answer

It is not possible to put items aside, thank you for your understanding. However, we will assist you as best as we can to make sure you order the articles that suit you best.

Question 39

Will my favorite piece be back in stock?

Accepted Answer

We have limited inventory and usually have few restocks. If you wish to be notified, once an article becomes available, please go to the product page, click on the size you wish to order, and enter your email address in the designated field. You will receive a notification per mail once the article becomes available.

Question 40

Do you offer gift packaging ?

Accepted Answer

We offer gift envelopes in sizes S , M and L. For the end of year celebrations, we also offer furoshiki. These are squares of fabric that allow you to wrap your gifts in a sustainable and bohemian way using a traditional Japanese technique. They also come in sizes S, M and L.

Please note that gift envelopes and furoshiki cannot be returned, exchanged or refunded.

Question 41

What payment methods are accepted?

Accepted Answer

We accept payments by Mastercard, Visa, American Express, also Apple Pay, PayPal and Klarna.We do not accept payments by bank transfer or cheque.

Question 42

Can I pay in installments?

Accepted Answer

Orders from €300 placed from mainland France can be paid in three installments (commission fee 1.56%).

Question 43

How do I use my voucher/gift card?

Accepted Answer

To pay for your order (in part or in full) with a voucher or gift card, simply insert the code in the “Discount code” or “Gift card” field in your cart.

Question 44

Where can I access my invoices?

Accepted Answer

You can access your invoices in your order history by logging into your personal account. Your invoice will also be sent to you in electronic format in your order confirmation email and in paper format in your package.

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