Our answers to your questions

How do I create my account?

It's very simple: click here and follow the instructions. Make sure you fill in all the required fields and check your entries. If you are unable to create your account, please contact us. We'll be delighted to help you.

How do I change my email address?

Go to my account, log in and click on "My personal details", then "Edit personal details". Then click on “”Edit” for changing your email address. Once you have made the change, you will receive a message confirming that the change has been taken into account.

My email address is not recognised.

It seems that you have not created your account with this email address. If you have another one, try it. There's another way to log in if you've already ordered: enter your customer number and your password.

I no longer have access to the email address I used to log in.

Please create a new account with a new email address.

I've forgotten my password

It happens to all of us! It's easy to reset: click on "Forgotten password". Enter the email address associated with your account. You'll immediately receive a reset email. Click on the link, choose your new password and you're all set!

I’ve got a message that no account is associated with my email address

The email address you have entered is not the one associated with your account. Perhaps you're using another one. Try again with this one.

I haven't received the email to reset my password

Check you spam or junk folder, it might be there. Or the email address you have entered is not the one associated with your account. Perhaps you're using another one. Try again with that one.

I want to change my password

Go to my account, "Personal Details" section. Click on "Edit personal details, then on “Edit” to change your password. Once you have changed your password, you will receive a message confirming your new password.

Where can I find my customer number?

Your customer number can be found on your order summary, in your account > Personal details or on the catalogues you received in your letterbox.

How do I obtain a customer number?

To obtain a customer number, all you have to do is to create an account or place an order. You can then find it on your order summary, in your account (my personal information) or on the offers we send you by post.

My main address

Go to my account, under "Personal details ", then click on "Edit address” in the Delivery Address section.

My telephone numbers

Go to my account, under "Personal details", then update your phone numbers in the “Change my personal details section”.

My other delivery address

Go to my account, under "Personal details ", then click on “Edit another delivery address" in the Delivery Address section.

I order by selecting my products on the website

First choose the product category you want. You can use the filters (size, colour, cut, etc.) to save precious time! Choose the colour and size. Add the items to your basket. Confirm your basket. Then proceed to "delivery" and "payment".

I order using the catalogue references

Click on Order by reference, enter the product references, size and quantity required. Once you've finished, click on "add these items to the basket". Remember to check your PRIVILEGE code to benefit from your offers. Confirm your basket. Then proceed to the "delivery" and "payment" stages.

How do I know if items are available?

When you click on "choose your size", you'll see next to the sizes whether the product is available or, if not, the expected restocking time.

I've made a mistake, can I change my order after I've confirmed it?

Once your order has been confirmed, it is no longer possible to modify it. You benefit from a money-back guarantee for up to 60 days after receipt of your items (see terms and conditions of sale).

I have not been able to complete my order. How long will my basket be saved?

Your basket is saved for 30 days. The items are not reserved for you, so don't delay in confirming your order.

I'm not sure about the size

Consult our size guide!

What do the washing symbols mean?

Click here to find out!

How can I be sure that my order has been confirmed?

Once your order has been confirmed, you will receive an order confirmation email. This email contains your order number, a summary of the items you have ordered, the total amount, the method of payment and the delivery and billing addresses.

How will I know the status of my order?

We will notify you by email as soon as your parcel leaves our warehouses; you will then be informed of the progress of your parcel by the Post Office by email or text message. You can also track your parcel at any time:- on the Hermes website using the tracking number on your order confirmation email
- on our website, under the heading "My account", "Order history".

Where can I find my PRIVILEGE code?

It can be found in your newsletters, in the offers your receive by post or on the home page of our site (the current offer).

How can I take advantage of my offers?

Simply specify your PRIVILEGE code before validating your basket. If it is not changed, the current offer on our site will be applied.

My PRIVILEGE code is not taken into account?

You forgot to specify it before validating your basket or its validity date has passed: the current offer on our site is applied by default.

How do I change my PRIVILEGE code?

When you have finished shopping and before validating your basket, we detail your privileges. You can change the PRIVILEGE code in the box above the "Checkout" step. Don't forget to "validate" so that it is saved.

My gift has not been added to my basket

Perhaps the validity date of the offer has passed, or it is a PRIVILEGE code valid only once, or your order does not reach the minimum amount to benefit from the offer. If this is not the case, please contact us!

I do not wish to receive the gift

The gift is associated with the PRIVILEGE code. If you do not wish to receive the gift, please enter another PRIVILEGE code.

What is Complete Savings?

Complete Savings is an online membership program that offers members access to a range of discounts and cashback opportunities from top name retailers and service providers. You will be offered the chance to join the Complete Savings program when you complete an online purchase at Afibel.

With Complete Savings, members can earn a monthly bonus, as well as up to 10% cashback at over 1,250 online stores, and 20% off gift cards. For people who shop online regularly, this equates to savings of hundreds of pounds each year.

Contact details for Complete Savings:

Visit www.completesavings.co.uk.
Call 0800 389 6960 (freephone from UK landlines), open Mon-Fri 8am-8pm and Saturday 9am-4pm.

Email: customerservice@completesavings.co.uk.

While Complete Savings is one of our partners, any membership you take out with them will need to be handled with them respectively. Log into your Complete Savings account with the email address and password used to create your account.

What is WLY*COMPLETESAVE.CO.UK?

When a purchase is made with a credit or debit card, the name of that company that the booking or purchase is made with appears on the statement. Most financial service providers limit the length of the company name shown on the statement, therefore, WLY*COMPLETESAVE.CO.UK will appear on your statement instead of www.completesavings.co.uk.

The charge to WLY*COMPLETESAVE.CO.UK is your membership fee with Complete Savings. Benefits include an initial Welcome reward, a Monthly Bonus, 10% cashback on purchases from over 1,250+ different retailers and up to 20% discount on high street gift cards.

How do I cancel my Complete Savings membership?

You may terminate your membership at any time:
- Online: once connected with your login and password, go to “My Profile” page
- By email: customerservice@completesavings.co.uk.
- By telephone: call Complete Savings customer service on 0800 389 6960 (free from UK landlines), open Mon-Fri 8am-8pm and Saturday 9am-4pm.

How do I contact Complete Savings or get more information about my membership?

You can visit www.completesavings.co.uk. Here you can find more information about your membership.
Call Complete Savings on 0800 389 6960 (free from UK landlines), open Mon-Fri 8am-8pm and Saturday 9am-4pm.
Email the Customer Service team on customerservice@completesavings.co.uk.
Chat to Cleo, their Virtual Assistant, available from the Complete Savings homepage.

When will I receive my order?

Once your order is placed, it will usually take 4-8 days for your order to be delivered from our warehouse in France to your home. If you experience any issue regarding your delivery, do not hesitate to contact our customer service.

What are the charges for delivery?

An additional charge of £3.99 is made to cover carriage, packing and insurance.

Could I receive the parcel to another address?

When you confirm your order, simply enter the delivery address which is different to your home address.

Where does AFIBEL deliver ?

We are only able to deliver goods in the UK mainland and Northern Ireland.

How do I know when my item will be available?

Check the status of your orders in my account. You will find there when your item is back in stock.

I would like to replace or cancel my backordered item

Please contact us!

How do I make my return?

To return an item, the first step is to complete the returns slip on the dispatch note sent with your order and safely re-pack the items.
• You can arrange your return online using our partner Evri (Home Collection, ParcelShop or lockers drop off) for £2.99.
• You can also organise your return directly at the Post Office at your own cost.
• If you need assistance, our customer service will arrange an Evri return for you for £3.99. Just call us on 0330 1231293, Monday to Saturday between 8am and 7pm.

Please visit our Return page to see all our return options and procedures.

How long does it take to return a product?

You have 60 days from receipt to return the product in its original packaging, taking care to complete the returns form.

Are returns free of charge ?

If you organise your return yourself using our partner Evri (Home collection, ParcelShop or locker drop off), the return cost will be £2.99.
If you need assistance, our customer service will arrange an Evri return for you for £3.99.
The cost of returns will be deducted from your refund amount.

If you choose to return through the Post Office, charges will be calculated by the Post Office depending on your parcel size and location.

How do I return if I don’t have access to a printer?

You have the possibility to print it at the nearest Evri ParcelShop with a Print In ParcelShop device: Find a print in store location.
You can either arrange your return directly at the ParcelShop, or book your return online at home first and just print the label at the ParcelShop (through the QR code).
Alternatively, you can also organise a return through the Post Office. See all of our return options here.

How do I know if my return has reached you?

You can track your Evri return. Make a note of the 16 digits barcode on the return label and visit Evri.com.Once your return reaches the Afibel returns department, you will also get an email notification. If you haven’t ordered through the website, and wish to receive those notifications, do not forget to provide your email address to our customer service.
If you sent your return through the Post Office, you can ask to get a tracking number. Remember to get a proof of posting.
Please note that returns can take up to 14 days from the date of posting or collection to show on your statement or bank account.

How do I place an exchange order?

Pack the product to be returned in its original packaging and fill in the exchange form. Be sure to specify the references and size of the new item you want. Then stick the return label on your parcel. As soon as we receive your return parcel, we will prepare your exchange order.

When will I receive my exchange order?

It can take up to 10 days (standard delivery), from the date we have received your return parcel.

Do I have to pay postage for an exchange order?

We are pleased to offer you a flat-rate contribution towards delivery costs for exchanges!

How and when will I be refunded?

Where appropriate, the purchase price will be refunded within 7 days of the receipt of the returned goods. The cost of returns is from the return refund amount using the original payment method (credit card or personal account).

I have not yet received my refund

Remember to check if your return has reached us. If it has reached us, check your bank or personal account statement in the event of payment by credit card or personal account. If you need assistance, we are at your disposal: contact us!

I would like to receive newsletters

If you're already a customer and you agreed to receive our offers when you created your account, you don't need to do anything else - we'll send them to you as soon as possible! If you haven't created your account yet, go to the "Newsletter subscription" section and enter your email. You will then receive our newsletters.

I no longer wish to receive newsletters

If you do not have an account, click on Newsletters, then go to the “I unsubscribe” section of the form. If you have an account, go to My account, in "Marketing Preferences ", where you can change your choice.

I want to change my choices

It's so easy! Go to your account, in “Marketing Preferences", and you can change your choices.

I would like to receive the catalogue

Click on "Catalogue Request" in your account and follow the instructions.

I no longer wish to receive catalogues

Send us an email using our contact form. It may take up to two months for us to stop sending you catalogues, so please be patient!