Frequently asked questions

Customer service

How can I contact your customer service?

If you have any questions or if we can be of any further assistance, please do not hesitate to contact our Client Services on + 33 (0)1 78 94 29 55.
Our specialised advisors would be happy to assist you with any questions you may have regarding purchases, our products and corporate information Monday through Friday 9:30am-6:30pm (CET).
For your convenience, Yves Salomon also offers assistance via a live chat and you can send us an email on contact@yves-salomon.com

How can I find a store?

To locate your nearest Yves Salomon store visit our Store Locator.

How can I contact your press service?

For press enquiries please email presse@yves-salomon.fr

 

Payment

Which methods of payment do you accept?

Payments are accepted via credit card, bank transfer or PayPal.
In case of a payment by credit card, you will need to indicate your credit card number, the expiration date and the pictogram on the payment page. Accepted credit cards are Visa, American Express and Mastercard.
In case of a payment by PayPal, you will need to login to your PayPal account in order to process your order.
In case of a payment by bank transfer, we will send you our bank details by email.

When placing an order, your billing address must match your credit card address, otherwise we will not be able to process your order.

Which currencies do you accept?

We accept the following currencies: Euros, Pounds sterling and US Dollars

Is shopping online with Yves Salomon secure?

All transactions are secured. Online payment card transactions are transmitted through a secure server using Secure Socket Layering (SSL) encryption technology to protect personal and payment data.

When ordering online, you can save your card details. This will allow you to check out more quickly the next time you place an order.
If you want to change your credit card details, please log in to your account and click on Payment cards.

Account

How do I edit my account details?

You can edit all your information by signing into your account using your email address and password.
Then, you can update your account and personal details.

What should I do if I have forgotten my password?

If you have forgotten your password, you can reset it by going into your account page, then select "sign in" and then click on "Forgotten password?". You will receive an email to reset your password.

 

Order online

How do I order online?

You need to choose your products and add them to your shopping bag by clicking on « Add to Shopping Bag », then you can finalise your order by filling in your personal details (delivery and invoice information) and by selecting your shipping preference. Then, you can proceed to the payment by selecting your payment method.
You need to create an account to be able to order online.
If you have any questions or if we can be of any further assistance, please do not hesitate to contact our Client Services on + 33 (0)1 78 94 29 55.

I saw a product that is out of stock, how could I buy it?

When a product is out of stock online, you can check its availability in the Yves Salomon stores by clicking on the button "Find in Store" on all our product pages.
You are able to see in real time the stock of our stores, you can then contact our stores and go there to purchase your product.
We also invite you to contact our customer service team to provide assistance finding this item - + 33 (0)1 78 94 29 55

What does the label “Web Exclusives” mean?

We have designed Web Exclusives products. These products are only available to purchase on the website Yves-Salomon.com.

 

Delivery

In which destination do you deliver?

Yves Salomon ships to 34 destinations worldwide, as listed below:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Dubaï, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, United Kingdom (excluding Channel Islands) and United States of America.

Can not find your country in the list? Contact our customer service by phone + 33 (0)1 78 94 29 55

When will I receive my order?

Yves Salomon offers the following delivery methods:
STANDARD SHIPPING: Complimentary. Estimated shipping time: 3 to 5 working days*.
EXPRESS SHIPPING: 20€. Estimated shipping time: 1 to 3 working days*.
NEXT DAY COURRIER DELIVERY: Complimentary shipping the next day by courier in Paris and the Hauts de Seine, Monday to Friday. This shipping option is not applicable during weekends (and bank holidays).

Please note that all orders placed after 3pm (FR time) or on weekends and public holidays will be processed on the following working day.
All orders are processed automatically and we are not able to speed or delay shipping times.

We will send you an e-mail confirming the delivery date. You can also check the status of your order in your account.

For bank transfer orders, the estimated delivery time is calculated from the moment the payment is received.

All our products are sent out in garment bags and in our beautiful Yves Salomon boxes.

Delivery times are estimates and commence from the date of shipping from our French atelier, rather than the date of order.
All our orders are shipped from France so deliveries can take longer than expected due to customs clearance procedures in the United States and in European countries outside the European Union.

If you have any further queries please do not hesitate to contact Customer Service by email on contact@yves-salomon.com or by phone Monday through Friday 9:30am-6:30pm (CET) on + 33 (0)1 78 94 29 55.

*Working days are eek days Monday through Friday (except bank holidays)

How can I track my order?


You can login to your account and click the 'Order' tab and click on the tracking number.
You can also track it using the tracking number located in your shipping confirmation email.

If you have any further queries please do not hesitate to contact Customer Service by email on contact@yves-salomon.com or by phone Monday through Friday 9:30am-6:30pm (CET) on + 33 (0)1 78 94 29 55.

Is it possible to collect my order in store?

We do not offer this service yet.
Orders are only shipped to the delivery address indicated in your order.

However, we do invite you to visit our stores

Do I need to pay any taxes and duties?

Yves Salomon is shipping on a DDP (Delivery Duty Paid) basis, which means that we are paying for all relevant import taxes and duties.

Can I send an order as a gift?

Yes, all orders can be sent as a gift.

At the checkout, you can indicate that the item is a gift. We will then make sure that the price does not show on the product and that the shipping note does not include any price.
When processing the order, you will be able to add a personalised message with the gift.
If the recipient does not like the gift, it can be returned to us and the return will be refunded on the means of payment used when buying online.

All orders are sent out in garment bags and in our beautiful Yves Salomon boxes.

 

Returns

How do I return or exchange an item ordered on Yves-Salomon.com?

You may return any product ordered on Yves-Salomon.com within 14 (fourteen) calendar days from the date of delivery, in its original condition and packaging, with conditional return label and return receipt. The moment we receive your parcel, an e-mail which confirms the support of your return will be sent to you.

The refund information of returned products will be sent to you within a maximum of 14 days.
Returns are complimentary.

For any further information, please contact our customer service on + 33 (0)1 78 94 29 55 Monday through Friday from 9am to 6:30pm.

How do I return an item I have ordered online?

Returns are complimentary.

Please follow the process below to return your order:
1) Contact our client Services on + 33 (0)1 78 94 29 55 Monday through Friday 9:30am-6:30pm (CET), our advisors will arrange a complimentary pick-up from your preferred address with our courier.
2) Put your item(s) in their original packaging with any related accessories, instructions booklets, labels, leaflets or boxes and place them in the original parcel.
3) Add the invoice and the return label.
4) Seal the parcel thanks to the adhesive stripe and stick the UPS/Chronopost return label on the box. Hand it over to the UPS/Chronopost driver.

In order for the courier to pick up the parcel, you must be available during the pick up time. Yves Salomon will not be held responsible for parcels left unattended during the pick up time.

Important: We do not accept liability for goods returned using any method other than our collection service.

Please note : incomplete, damaged, worn, soiled or altered returns, or without its return tag attached, will not be accepted by Yves Salomon and therefore will be sent back to the customer.

We would like to apologise for the inconvenience however we do not accept returns in-store.

What do I do if my order is damaged?

If an article from your order has been delivered damaged, please contact us within 48 hours from receiving of your parcel.
We will find a solution together.

What if I cannot find my pre-paid return label in my parcel?

If you have lost the pre-paid return label, please contact our Client Services on + 33 (0)1 78 94 29 55 Monday through Friday 9:30am-6:30pm (CET) CET, our advisors will send you a label to print from your home.

Then you can follow the above process.

Can I return a gift?

To return a gift, contact our Client Services on + 33 (0)1 78 94 29 55 Monday through Friday 9:30am-6:30pm (CET) CET, our advisors will schedule a pick-up.
Gift returns will be refunded on the means of payment used when buying online.
No refund will be processed directly on the gift beneficiary.

 

Security and Confidentiality

Is the website Yves-Salomon.com secure?

Yes. The transmission of information on the website Yves-Salomon.com takes place on a secure base using the strictest protocols on the Internet.
Payment card numbers are only stored on the secured side of our banking establishment.

 

Products

Where are the Yves Salomon products made?

The Yves Salomon products are produced in our in our Parisian workshops.

With a heritage of nearly 100 years, the Maison Yves Salomon excels in its selection of furs and skins, expertly sourced from all over the world, as well as its exceptional metamorphosis of materials. Its masterful craftsmanship is continually enhanced through the latest innovative techniques. From the creation to the hand finishes, each step is carried out in our Parisian workshops.

Can I create a made-to-order product?

Our workshops create entirely customised Yves Salomon products, such as coats, parkas or jackets in the fur or colour of your choice.
The creation of a made to order piece may take between 6 to 8 weeks.

Available in select boutiques: find out which store offers these services or contact our atelier to book an appointment: +33 1 45 22 04 70 Monday through Friday, 10:30am to 7:30pm CET, our advisors will coordinate the creation of your exclusive piece.

Where to have Yves Salomon products altered?

We offer a complimentary alteration service within a year of purchase for basic alterations.
This service is available in our store located on 36 rue du faubourg St Honoré in Paris - France. You can book an appointment with our alteration service on +33 1 45 22 04 70 Monday through Friday, 10:30am to 7:30pm CET

All alterations after the first year will be chargeable.

How to clean my Yves Salomon product?

You can find our advice on how to care for your Yves Salomon products in our product pages.
You can also give your product to be cleaned in our store located on 36 rue du faubourg St Honoré in Paris - France or bring it to a fur/leather specialist.

Which precautions should I take to preserve the beauty of my fur?

Use a cotton cloth bag to store your fur.
Avoid prolonged exposure to heat sources such as sunlight, radiators or direct light.
Avoid perfume or lacquer in direct contact with the fur.
If your fur gets wet in the rain or snow, leave it to air dry. Never use a hair dryer or iron.
It is essential to avoid traditional dry cleaning, which may damage it, and hand it to a fur/leather specialist.