FAQS
You can contact us anytime of the day at customer@lenversfashion.com We'll get back to you as soon as possible.
YOUR L’ENVERS KNITS
You can view our size guide here. You can also see size advice on each product page : on a size guide and on the SIZING & FITTING part.
You still have a doubt? Contact us, we are always glad to advise you. You can email us at customer@lenversfashion.com , where we can give you personalized style and fitting tips! Send us your bust, waist, and hip measurements along with your height. If you’re up for it, photos always help us when providing a recommendation, as well!
If despite our advice the size is not good, the return is easy and possible for most pieces. We will refund you the shipping costs entirely or partially depending on where you ship the parcel from. Please see full information in the RETURN section of this FAQ to find out more.
Always keep in mind that at L'Envers we size rather large so if in doubt between 2 sizes take the smaller size. Be sure to refer directly to the pieces product page and its size guide to know what size you are.
This is always a tricky question as everyone has a different sensitivity to each wool. We provide a softness indication in every product page so that you can know a bit more, available in the DESCRIPTION section.
Here are a few facts about the softness of each of our fibers, keeping in mind that depending on skins, weather, laundry detergent and dyes, this will vary. If you love your knit but still find it too itchy, you can wear a cotton t-shirt underneath it.
Keep in mind that every wool will soften with time, with wears and washes.
- Alpaca: this is known as a very soft wool, and it gets softer the more you wear it. So don’t hesitate to wear it a few times, and you’ll see how soft it will become.
- Mohair: mainly known as a soft wool, some people can find its hairy elements itchy when worn directly to the skin. If this is your case, just put a cotton t-shirt underneath it.
- Merino: this rustic and authentic wool is surprisingly soft. Note that the color does impact its softness: lighter colors will be softest, and some people might find darker and brighter colors a bit more itchy.
- Yak: this is our softest wool. Yak is known to be as soft as cashmere, just more sustainable :)
- Organic cotton: our cotton is as soft as a cloud. No allergies nor itchiness possible.
You can find here all info about washing and caring for your pieces.
If your knit is shedding too many fibres, washing helps remove them. You can also use a comb, like the one we offer here.
How? Lay your pullover flat, stretch very gently and comb it from top to bottom.
Pullovers with long fibres, such as mohair, are likely to shed onto other garments. This is quite normal and is due to the length of the fibre that sheds naturally. You can use a brush to remove the hairs from your other clothing.
When wet woolen fibres are rubbed against each other, the scales on the fibres cling to each other. Detergent produces lather which encourages rubbing and results in felting.
You should limit the amount of detergent used when caring for your knitwear and fabric softeners should not be used at all.
You can also check our care guide to learn how to mend a hole in your knit, repair a button, make your own homemade detergent, or learning some natural moth repellent tips.
THE COMPANY
L’Envers is the French word for "the reverse": the opposite or contrary, moving in a manner contrary to the usual, a change to an opposite position, condition or direction.
This represents what we stand for. A new fashion, that takes the time to do things the opposite way of the industry: slowly, with great care. This highlights the people behind our clothes, the hand of each artisans who took part in our knits.
We are a small team of 5 French people, all living in sunny Madrid. Julie, the founder, moved to Spain 10 years ago and she has been working with local partners since the beginning of L'Envers. Spain has a great history of knitting and wool.
Everything is artisanally made in Spain in small family-run workshops. You can discover all about our artisans here.
We only work with natural fibers: animal (wool) and vegetal (organic cotton, linen and hemp). Discover more about our materials here.
All our fabrics are chosen because they are 100% natural and we source them locally. We work with two spinning mill: a French one and a Spanish one.
You can find some of our pieces in a selection of curated shops, and we try to participate regularly in pop-up events. You can find the list of our retailers and events just here.
We are a small team of five people, with many projects and new ideas everyday.
You can visit our LinkedIn page to check on available positions, and in case there is no opening you can still email us with your resume and your thoughts on sustainable fashion and what it is to be a digital brand nowadays. We will be glad to e-meet you and know some more :)
YOUR ORDER
To modify or cancel an order, please contact L’Envers customer care as soon as possible at customer@lenversfashion.com.
Please note that custom piece are neither exchangeable nor refundable.
You will receive an email once your order has been confirmed. If not, check your spam folder and/or send us an email at customer@lenversfashion.com, you might have typed a wrong email address.
You'll receive an email as soon as your order is shipped to follow its current status. If you want more information, please email us at customer@lenversfashion.com.
L’Envers supports multiple currencies for payment processing. If you are ordering from a country with a different currency, our website will automatically convert the total price of your order, including shipping costs and VAT, into your local currency using a daily updated exchange rate.Please be aware that refunds will also be processed using the daily exchange rate on the day of the refund. This ensures fair and up-to-date currency conversions for all transactions.
Please contact L’Envers customer care as soon as possible at customer@lenversfashion.com.
YOUR DELIVERY AND RETURN
Yes, we offer free shipping for orders above specific thresholds based on your location:
- For customers in the EU, all orders above 300€ qualify for complimentary shipping.
- For customers in Asia, all orders above 360€ qualify for complimentary shipping.
- For customers in the USA, Canada, UK, Switzerland and rest of the world, all orders above 320€ qualify for free shipping.
Most of our pieces are made to order, we only knit once an order is placed.
Pieces that are NOT made to order have it clearly stated on the product page and will be shipped directly.
Our current production time is 3 to 4 weeks + 3 to 5 business days for delivery time. We will keep you informed regularly by email between the day you confirm your order up to the day your piece will be sent out.
Shipping is charged at a flat rate, as follows:
- France and Europe: for orders <€300; €14,95 - 2 to 4 working days - Express 25€ - 1 working day
- Spain: €5 - 2 to 4 working days
- North America: for order <€320; €24,95 - 2 to 4 working days - Express €40 - 1 working day
- Rest of the world: for orders <€320; €24,95 - 6 to 12 working days
- Asia: for orders <€360; €80 - 6 to 12 working days
The shipping time is not guaranteed by us. We are unable to provide tracking information beyond that supplied by the delivery service (Fedex, UPS or DHL).
We are not responsible for packages that are lost or damaged in transit. Please double check your billing and shipping address when placing an order as we are unable to reroute packages. Should you need a faster option or need your order for a particular day, please email us at customer@lenversfashion.com, we will try our best to help. L’Envers shall not be responsible, and may not be held responsible, if customs charges have to be applied in the country of delivery. Customs and import duties are levied by the receiving country and are therefore the buyer's responsibility.
For security reasons, we don't ship to post office boxes.
Once your order has been confirmed, if you want to change the shipping address, please contact L’Envers customer care as soon as possible by sending an email to customer@lenversfashion.com.
Although we will do our best, we cannot guarantee that such requests can be taken into account.
If you have not received your parcel within the planned schedule, please contact L’Envers customer care as soon as possible by sending an email to customer@lenversfashion.com.
To return an item, it must be in original packaging and pristine condition, with tags still attached. We only accept complete products or those with damaged packaging for exchange. Refunds or exchanges will be processed within 30 days and credited to your original payment method. Customized, hand-knitted, and hand-knitting kits are not eligible for returns or refunds.
- Returns from EU
Please note that returns' shipping costs are at the customer's expense.
Here is how to proceed:
1/ Email info@lenversfashion.com stating that you wish to return or exchange a product; specify your order number and the item you want to return.
2/ We will share the price of a return label and kindly ask you to transfer this amount to our PayPal account info@lenversfashion.com. Please notify us once it's done.
3/ Once we receive your payment, we will follow up with clear instructions and a return label.
4/ Once your parcel arrives at our workshop and has passed the examination, we will refund your account via the same payment method your payment was processed.
Please note that if you place your order in a foreign currency, we use a dynamic conversion rate calculator that is updated daily. When we refund your order, we will use the present conversion rate value, NOT the one used when placing the order. That is why refunded amounts may differ from the original amounts paid while placing the order. - Returns from Rest of the World including North America and non EU countries.
Please note that FedEx charges us 50€ to ship your parcel back to Spain. We are happy to contribute to 50% of the costs of return. FedEx is our privileged partner, and we do not work with other shipping providers.
Here is how to proceed:
1/ Email info@lenversfashion.com stating that you wish to return or exchange a product; specify your order number and the item you want to return.
2/ We will ask you to transfer €25 (half of the price of the return label) to our PayPal account info@lenversfashion.com. Please notify us once that is done.
3/ Once we receive your payment, expect 5-10 days for the label to be issued with clear instructions on how to return your package.
4/ Once your parcel arrives at our workshop and has passed the examination, we will refund your account via the same payment method your payment was processed.
Please note that if you place your order in a foreign currency, we use a dynamic conversion rate calculator that is updated daily. When we refund your order, we will use the present conversion rate value, NOT the one used when placing the order. That is why refunded amounts may differ from the original amounts paid while placing the order.
Before placing an order, we recommend referring to the size guide for your chosen piece to ensure it matches your size perfectly.
Kindly be aware that all exchanges are subject to availability, including considerations for fibers, colors, and style.
If your piece doesn't suit or fit as expected, we're here to help. Simply send us an email at info@lenversfashion.com to initiate the exchange process.
However, please keep in mind that custom pieces are non-exchangeable and non-refundable due to their personalized nature.
Exchanges from EU
Please note that returns' shipping costs are at the customer's expense. Here is how to proceed:
1/ Email info@lenversfashion.com stating that you wish to exchange a product; specify your order number and the item you want to exchange it for.
2/ We will share the price of a return label and kindly ask you to transfer this amount to our PayPal account info@lenversfashion.com. Please note that ifyou wish to exchange your product for a more expensive one, we will knindly ask you to wire the difference in addition to the shipping costs. Please notify us once it's done.
3/ Once we receive your payment, we will follow up with clear instructions and a return label.
4/ Once your parcel arrives at our workshop and has passed the examination, we will start the knitting of your new item.
5/ Once your new product is ready we will ship to to you at our own costs and update you by email regarding the shippoing process.
Returns from Rest of the World including North America and non EU countries.
Please note that FedEx charges us 50€ to ship your parcel back to Spain. We are happy to contribute to 50% of the costs of return. FedEx is our privileged partner, and we do not work with other shipping providers.
1/ Email info@lenversfashion.com stating that you wish to exchange a product; specify your order number and the item you want to exchange it for.
2/ We will ask you to transfer €25 (half of the price of the return label) to our PayPal account info@lenversfashion.com. Please note that if you wish to exchange your product for a more expensive one, we will knindly ask you to wire the difference in addition to the shipping costs. Please notify us once it's done.
3/ Once we receive your payment, we will follow up with clear instructions and a return label.
4/ Once your parcel arrives at our workshop and has passed the examination, we will start the knitting of your new item.
5/ Once your new product is ready we will ship it to you at our own costs and update you by email regarding the shippoing process.
L’Envers gives great attention to the manufacturing of its products. If however, despite all quality controls carried out, defects are reported, we invite you to email us at info@lenversfashion.com about this problem.
If proven fault on our part, you will have the possibility to exchange your item (subject to availability) or get a refund. The cost of returning and referral in this case would be the entire responsibility of L’Envers.
As approved in Section 71 by Spanish Royal Legislative Decree 1/2007, you have 7 working days from reception of the item to make use of your right to cancel and be able to return the article that you have purchased.
To determine the status of your return, please contact L’Envers customer service by sending an email to customer@lenversfashion.com.
After the parcel with your returned product has been received and its contents confirmed, the refund will take place within 30 business days, and you will receive an email confirming the refund.
YOUR PAYMENT
All the transactions on the L’Envers website take place in euros.
We accept the following credit cards as means of payment via our partner Stripe: Visa, Mastercard, American Express as well as Paypal and Splitit to pay in 3 installments.
Please see the PayPal Privacy Policy for more details.
Please see the Stripe Privacy Policy for more details.
Once your order has been placed, you will receive a confirmation email.
If you can't see it in your inbox, it may have gone into your spam folder. If the credit card payment has gone through and you have not received an email confirming your order within 10 minutes, contact customer care by emailing us at customer@lenversfashion.com.
Your payment may have been refused for different reasons: an error entering your card details, the order amount may have exceeded your payment limit, etc.
Contact us at customer@lenversfashion.com to understand why and reach another solution for completing your order.
All transactions on the L’Envers website take place in euros.
- European Union (Austria, Belgium, Bulgaria, Cyprus, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Republic of Ireland, Romania, Slovakia, Slovenia, Spain, Sweden) : all our shipments are billed including the VAT.
- Outside the European Union: all our shipments are shipped net of VAT. Taxes should be paid upon reception of the parcel, according to the applicable laws in the country of destination. The excluding VAT price charged is the equivalent of the including VAT prices applied in EU.
Example of Canada: duties and taxes represent about 15% of the purchase. You can expect to pay 50-60 Canadian dollars for a single purchase.
Example of the UK: duties and taxes represent about 27% of the purchase (for purchases above 150€). You can expect to pay 50-60 British pounds for a single purchase.
BUY NOW PAY LATER
Exciting news! We've partnered with Splitit to offer interest-free credit. Spread the cost of your purchase without paying anything extra compared to upfront payment. Shop now with ease and flexibility!
Splitit is a payment solution which lets you split your order payment into free 3 monthly instalments on your credit/ debit card.
At the time of purchase, you will only be charged for the initial installment payment. The remaining amount will be held from your credit/ debit card available balance until the 2nd payment is made 30 days later.
The reserved amount might appear as "pending".
No applications. No credit check.
We offer this payment flexibility for all orders.
To be eligible, you must own a Visa or MasterCard credit/ debit card and have the entire amount of your purchase available on your card. Your 0% interest will apply as long as you pay in full your card statement balance.
Your credit/ debit card issuer may charge you interest on amounts charged to your credit card unless you pay your credit card balance in full on-time.
At the time of purchase, you will only be charged for the initial installment payment. The remaining amount will be held from your credit card available balance until the final payment is made. The reserved amount might appear as "pending".
YOUR ACCOUNT
On your desktop, click on the ‘Account’ button on the top right of the home page (on your smartphone, this button is in the menu).
Enter your email address on the registration page.
Fill in your details in the required fields and confirm.
Not to worry, just go to the "reset my password" link. You will then be emailed a link to set up a new password.
No you don’t have to create any account. However, if you would like to register your delivery or payment details, we suggest to do so.
