Practical FAQ: delivery, returns, sizing, and care at Hortense Collection

Returns and exchanges

How long do I have to return an item? 14 days from receipt to return a product that is unworn, unwashed, and in its original packaging.

How do I make a return? Everything happens through our returns portal: enter your postal code and order number, select the items concerned and the reason for the return, then download your return label. All that's left is to stick the label on the package and send it to the address provided.

Will I be refunded in full? Yes, if you return your entire order, including shipping costs. For a partial return, shipping costs are not refunded. Refunds are processed within 14 business days after the package is received.

Can I exchange an item instead of being refunded? Yes, exchanges are possible directly through the portal. You can also opt for store credit, valid for 12 months.

Care

How do I care for my wool, linen, or knitwear pieces? Wool should be washed cold, either by hand or on a wool cycle, and always dried flat, never in the tumble dryer. Linen should be machine washed cold and air dried, wrinkles and all. Knitwear should be stored folded rather than hung, to avoid stretching at the shoulders, and an anti-pilling comb is all it takes to freshen it up between wears.

Have a question that isn't answered here? Our customer service team is happy to help.