FAQs

Your tracking number will be sent to you by email as soon as your order has been dispatched.

It is also available in your customer account, under the ‘My orders’ section.

Please check your spam folder if you cannot find this email.

The tracking link is sent only once your order has been dispatched.

If your order is still being processed, tracking information is not yet available. We would also advise you to check your spam folder and the email address you used when placing your order.

If your order appears to have been dispatched but you haven’t received a link, our Customer Service team will be able to send it to you.

First of all, please check with your friends and family, your concierge, your neighbours or any secure areas designated for deliveries.

If you have not received your parcel 24 hours after its status has changed to “parcel delivered”, please contact our Customer Service as soon as possible, quoting your order number. An enquiry will then be made with the carrier.

It may happen that the tracking information is not updated immediately between two stages of the delivery process, particularly during busy periods.

Please allow 72 business hours. If no further updates appear after this time, you may contact our Customer Service team so that they can check with the carrier.

The delivery times quoted are for guidance only and may be extended during busy periods or in the event of unforeseen circumstances affecting the carrier.

Please check your tracking link to see the latest update. If there has been no movement on the parcel for more than 72 business hours, or if the estimated delivery time has been significantly exceeded, our Customer Service team will be able to look into the matter.

Pain de Sucre is not responsible for any delays in the delivery of your parcels.

We invite you to check the carrier’s tracking information to confirm the address of the collection point, its opening hours and the deadline for collection.

You may need to show proof of identity and provide the code or collection code.

If you haven’t received a collection code, you can collect your parcel by presenting your ID and your parcel’s tracking number.

The PIN is usually sent by email or text message directly by the carrier.

Please check your spam folder and the telephone number you provided when placing your order.

If you encounter any difficulties, we recommend that you contact the carrier.

To ensure your order is processed and dispatched quickly, the delivery address cannot be changed once the order has been confirmed.

We would therefore ask you to check your details carefully before completing your purchase.

To ensure your order is processed and dispatched promptly, the delivery address cannot be changed once the order has been confirmed.

We would therefore ask you to check your details carefully before completing your purchase.

To ensure your items are delivered to you as quickly as possible, your order may, in exceptional circumstances, be dispatched from several different warehouses.

This means you may receive several parcels on different dates. Each consignment has its own tracking link.

Please check your shipping emails and your customer account to see if a second parcel is on its way.

Delivery times vary depending on the destination country, the chosen delivery method and the availability of the items.

The estimated delivery time is shown when you confirm your order. It is calculated from the date of dispatch, not the date of the order.

During sales, festive periods or busy times, preparation and delivery times may be slightly longer.

You can find all the information about delivery in our shipping policy.

For deliveries within France and the European Union, our orders are mainly delivered by Chronopost and Colissimo.

For international deliveries outside the European Union, we mainly use DHL.

The carrier and the tracking link are specified in the dispatch email.

You can find all the information about delivery in our shipping policy.

Yes, we deliver worldwide.

The available destinations, charges and delivery options are shown to you at the time of ordering, once you have entered your address.

For deliveries outside the European Union, taxes or customs duties may apply. Depending on the destination, these may be paid at the time of payment, charged upon arrival of the parcel, or included directly in the price shown.

You can find all the information about delivery in our shipping policy.

Yes, you can choose a vacation address when placing your order, provided that the destination is served by our carriers.

We recommend that you carefully check the address, the name shown on the letterbox or at the establishment, and the dates of your stay.

If you’re having a parcel delivered to a hotel or residential property, please remember to provide the booking reference and to let reception know that the parcel is on its way.

Once your order has been confirmed, a confirmation email will be sent automatically to the email address you provided when making your purchase.

You can also view your order in your customer account, under the ‘My orders’ section.

If you cannot find any confirmation, please check your spam folder and the email address you used.

The confirmation email is sent automatically a few minutes after your order has been confirmed.

First of all, please check your spam folder and make sure that the email address you provided is correct.

If you have been debited but have not received any confirmation, please contact our Customer Service team, stating your name, your email address and, if possible, the amount and date of the payment.

Every order is carefully prepared before dispatch.

The ‘In progress’ status means that your order has been successfully recorded and is currently being processed by our teams.

During sales, festive periods or busy times, this delivery time may be slightly longer. You will receive an email containing your tracking number as soon as your parcel has been dispatched.

If your order’s status is still ‘Being processed’ 72 business hours after it was confirmed, please contact our Customer Service team so that we can check on its progress.

In exceptional circumstances, an order may be cancelled in the event of a failed payment, an item being out of stock, or an issue being detected whilst the order is being prepared.

In this case, you will be notified by email and the relevant amount will be automatically refunded to the payment method used when placing the order.

Depending on your bank, it may take a few days for the refund to appear in your account.

Although we update our stock levels regularly, in rare cases an item may no longer be available when your order is being prepared.

In this case, the item in question will be cancelled and automatically refunded to your original payment method.

The rest of your order will be dispatched as normal, unless otherwise stated.

We apologise for any inconvenience caused.

To ensure you receive an item that is available within our network, some orders may, in exceptional circumstances, be prepared and dispatched from one of our shops.

This structure enables us to offer you wider access to our collections.

Your order may therefore be delivered in several parcels, each with its own tracking number, at no extra cost.

International orders may take longer to arrive due to customs formalities, import checks or delivery conditions specific to the destination country.

For some items available in-store, they may also need to be transferred to our warehouse before being dispatched internationally.

We encourage you to check your tracking link regularly. Once the parcel has been collected by the carrier, delivery times may vary for reasons beyond our control.

To ensure prompt preparation and dispatch, orders are forwarded to our logistics teams as soon as they are confirmed.

It is therefore generally no longer possible to cancel an order once it has been confirmed.

Once you have received the item, you can submit a return request in accordance with our returns policy.

Once the order has been confirmed, we are unable to change the selected style, size or colour.

This measure enables us to ensure that every order is processed quickly and reliably.

Once you have received the item, you may request a return or exchange, subject to availability and in accordance with our terms and conditions.

Once your payment has been accepted, a confirmation page will appear and a summary email will be sent to you.

Your order will also appear in your customer account if you were logged in when you made your purchase.

If you have not been given an order number, please check your bank account. An amount shown as ‘pending’ may simply be a bank authorisation and not a final debit.

First of all, please check your spam folder and the email address you provided when placing your order.

Some payments may also appear temporarily on your account as a pre-authorisation, even if the order has not been completed. This amount is then automatically released by your bank.

If the transaction has been confirmed, please contact our Customer Service team, providing your name, email address, the date and the amount of the payment, so that we can investigate.

A payment may be declined for various reasons: the bank’s spending limit has been reached, incorrect payment details, security verification not completed, or a temporary block placed by your bank.

We invite you to:

• check your card details;
• make sure your payment limit is sufficient;
• confirm the authentication requested by your bank;
• try another payment method;

Please contact your bank if the transaction is still being declined.

We also recommend that you check that no order has been placed before renewing your payment, to avoid any duplicate orders.

Find all the information you need about making a return: Returns and Delivery Policy.

You have 14 days from receipt of your order to submit your return request.

Items must then be returned in their original condition, unworn, unwashed and with their labels still attached.

Once this deadline has passed, we will unfortunately no longer be able to accept your request.

Find all the information you need about making a return: Returns and Delivery Policy.

Once you have registered your return request via our online portal, your return label will be sent to you by email, provided that this service is available in your country.

Please check your spam folder if you cannot find it.

Find all the information you need about making a return: Returns and Delivery Policy.

The label will only be sent once your return request has been approved.

Please check that the process has been completed and also check your spam folder.

Please also note that prepaid labels are not available for all destinations. If your country is not eligible, you will need to arrange the return yourself.

Find all the information you need about making a return: Returns and Delivery Policy.

For returns made using our prepaid label, a fee will be deducted from your refund:

• €5 for a return journey from France;
• a variable amount for other countries

For destinations not covered by our prepaid label, the return postage costs depend on the carrier you choose and are at your own expense.

In the event of a request for an exchange or a credit note, the charges associated with using our prepaid label will not be deducted.

Find all the information you need about making a return: Returns and Delivery Policy.

Start by submitting your return request via our online portal.

If a prepaid label is available for your country, it will be sent to you by email.

If this is not the case (particularly for certain destinations outside the European Union) please return your parcel via the carrier of your choice, at your own expense, to the following address:

Crosslog International - PDS

104 Rue Denis Papin

Moissy-Cramayel, 77550 France

We recommend that you choose a delivery option with a tracking number and keep your proof of posting until your return has been fully processed.

Find all the information you need about making a return: Returns and Delivery Policy.

If your country does not have a prepaid return label, your parcel must be sent to the following address:

Crosslog International – PDS

104 Rue Denis Papin

77550 Moissy-Cramayel

France

Please ensure you write your contact details and your order number clearly inside the parcel to help us identify it.

Find all the information you need about making a return: Returns and Delivery Policy.

Yes, all return requests must be registered online before the parcel is posted.

This step enables our teams to identify returned items and ensure they are processed as quickly as possible.

A parcel sent without prior notification or without any information enabling the order to be traced may require additional processing time.

Find all the information you need about making a return: Returns and Delivery Policy.

Yes, you can combine several orders into a single parcel.

However, please to submit a separate returns request via our online portal for each of the orders concerned.

If your country is eligible, you will then be able to use one of the prepaid return labels generated.

To help us identify and process your return, please ensure you include the relevant invoices for each order in the parcel.

Find all the information you need about making a return: Returns and Delivery Policy.

No. Purchases made in-store and orders placed on our website are handled separately.

For any enquiries regarding an item purchased in-store, please contact the shop where the purchase was made directly, ensuring you have your proof of purchase to hand.

Purchases made in-store are subject to the terms and conditions of the relevant shop.

Please check the tracking number shown on your prepaid return label.

The status ‘Delivered’ confirms that your parcel has arrived at our warehouses. It will then take a further maximum of 7 working days from the date of receipt for our teams to open it, check the items and process your return.

You will receive a confirmation email as soon as your request has been processed.

Find all the information you need about making a return: Returns and Delivery Policy.

The status ‘Delivered’ confirms that your parcel has arrived at our warehouses. It will then take a further maximum of 7 working days from the date of receipt for our teams to open it, check the items and process your return.

You will receive a confirmation email as soon as your request has been processed.

Find all the information you need about making a return: Returns and Delivery Policy.

There’s a problem with my swimsuit – what should I do?
If you notice any fault with your swimsuit, please contact our Customer Service team.
We would like to inform you that our workshop is closed until 30th August, so please contact us in early September with any enquiries on this matter
To enable our team to carry out an initial analysis, please send us:

your order number or proof of purchase;
the reference number of the relevant article;
a detailed description of the problem encountered;
several clear photographs of the item as a whole and of the relevant area;
the date on which the defect was discovered;
the approximate number of times the item has been worn;
the conditions under which it was used and maintained.

We recommend that you do not wear, wash or attempt to repair the item until our team has returned, so as not to damage any parts required for the assessment.

After each use, we recommend that you rinse your swimsuit in clean, cold water and then wash it gently by hand.

Use a mild soap and avoid leaving it to soak for too long to preserve its colours, shape and the elasticity of the fabric.

We do not recommend machine washing, even at a low temperature.

Rubbing, spinning and detergents can weaken the fibres, fade the colours and damage the delicate details of the swimsuit.

Always wash by hand in cold water. Find all our care instructions here: https://paindesucre.com/pages/entretien

We recommend using only a small amount of mild soap, suitable for delicate fabrics.

Avoid standard washing powder, fabric softener, stain removers and bleach, as these can damage the fibres and alter the colour of your swimsuit.

After washing, gently press your swimsuit against a clean towel to absorb any excess water, without wringing it out.

Then leave it to dry flat, in the open air, in a shaded and well-ventilated place.

The use of a tumble dryer and drying in direct sunlight are strongly discouraged, as the heat and UV rays can cause colours to fade and weaken the fabric fibres.

If an item has sold out due to its popularity in our online shop, we are unfortunately unable to guarantee that it will be restocked, but you can sign up for the ‘Notify me when available’ option on the product page.

You will then be notified by email when the item is back in stock.

No. Purchases made in-store and orders placed on our website are recorded on two separate systems.

Your in-store purchase will therefore not appear in your online customer account history.

Please contact the shop where you made your purchase if necessary.

Yes, an order placed on our website can be returned to a shop only for the purpose of an exchange.

You will then be able to choose a different size, colour or style of equal or greater value than the returned item. If there is a difference in price, the additional amount must be paid directly in-store.

However, our shops are unable to issue refunds for orders placed online, as the payment and management systems are separate.

To receive a refund, please arrange your return via our online portal.

Find all the information you need about making a return: Returns and Delivery Policy.

Here’s how to use your credit note:

1. Add the items of your choice to your basket.
2. Click on "Pay for my order".
3. On the payment page (the same page where you select your delivery method), enter your code in the ‘Gift card or credit note’ box.

A credit note is valid for 6 months.