FAQ on Product Sizing and Ordering
Frequently Asked Questions
> YOUR L’ENVERS KNITS
What size should I order?
You can view our size guide here. You can also see size advice on each product page. Still a doubt? Talk to us, we are always glad to advise you. You can contact us at email@example.com or chatting with us by clicking on the bubble at the bottom of your screen, 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. 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 to find out more.
What if I am in between two sizes?
Our pieces are designed to be more or less oversized. You can find in each product page an indication on the fit, in the DETAILS part. If you are between two sizes, we would recommend to go with the larger size, if the piece is fitted, and the smaller size, if the piece is not fitted.
What is your new sizing / Why did I receive a piece labeled S/M if I ordered an S?
We have changed the name of our sizes, but not the sizes themselves. Meaning that a former S/M is now called an S, a former M/L is now an M and a former L/XL is now an L. The measurements remain the same. We still have labels with S/M, M/L and L/XL at our workshop and in order to not waste any label that is still good, you may receive a piece with an S/M label when ordering an S size. Rest assured, you ordered the right size and the measurements are good.
How can I know if it is itchy?
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 DETAILS section.
Here are a few facts about the softness of each of our fabrics, 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 it 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. Depending on the colors, it can be very soft for light colors, and some people might find it a bit more itchy for dark/bright colors.
- 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.
How do I wash my L’Envers piece?
You can find here all info about washing and caring for your pieces, organic cotton or natural wool.
How do I remove pilling?
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.
And what about felting?
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.
> L’ENVERS COMPANY
What does your name mean?
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.
Where are you based?
We are a small team of 3 people, all living in sunny Madrid. Julie, the founder, moved in Spain a few years ago and she has been working with local partners since the beginning. Spain has a great history of knitting and wool. We are a mixed cultural company: French living in Spain and always talking in English :)
Where do you produce?
Everything is artisanally made in Spain in small family-run workshops. You can discover all about our artisans here.
Where do your fabrics come from?
We only work with natural fibers: animal (wool) and vegetal (cotton). 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. Discover more about our materials here and about our spinning mill partners here.
Where can we see your pieces in real life?
You can find some of our pieces in a selective lists of different shops, to be updated soon here.
And if you ever come to Madrid for work or leisure, please email us and we would be very happy to meet you and show you our pieces in our office.
Do you have any jobs available?
We are a very small team of four people, with so many projects and new ideas everyday. Although we don’t always have new job position to offer, 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
Can I modify or cancel my order ?
To modify or cancel an order, please contact L’Envers customer care as soon as possible, phoning us on 0034 635 691 942 or sending an e-mail to firstname.lastname@example.org.
How can I be sure that my order has been confirmed?
You will receive an email once your order has been confirmed. If not, check your spam folder and/or send us an email, you might have typed the wrong address.
How can I view the status of my order?
Please email us to email@example.com to know about your orders and their current status.
Can I choose the currency I pay in?
L’Envers processes payments in Euros only. If you are ordering from a country with a different currency, your order will be converted according to the daily exchange rate set by your bank or card provider.
What can I do if I have trouble placing an order ?
Please contact L’Envers customer care as soon as possible, phoning us on 0034 635 691 942 or sending an e-mail to firstname.lastname@example.org.
> YOUR DELIVERY AND RETURN
Is delivery free?
Delivery is free for purchases over €260.
How long will it take to receive my order?
Our pieces are made to order, we only knit once an order is placed. This means that once you have placed your order, our workshop starts knitting. The time needed for each piece depends on their current workload. We currently have a 2 weeks waiting time.
In any case, we make sure to update you three days, at the latest, after receiving your order, to let you know if you are looking at a 2 days or a 2 weeks waiting time. Our waiting time does not include delivery.
If you want to be certain about the waiting time for a specific piece, please email us at email@example.com and Albane will tell you everything you need to know.
What are the shipping times and charges ?
Shipping is charged at a flat rate, as follows:
- France and Europe: 14,95 euros/ 2 to 4 working days
- North America: 24,95 euros/ 2 to 4 working days
- Rest of the world: 24,95 euros/ 6 to 12 working days
The time for delivery is not guaranteed by us.
We are unable to provide tracking information beyond that supplied by the delivery service (Fedex 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 firstname.lastname@example.org, we will be happy 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.
Do you ship to post office boxes ?
For security reasons, we don't ship to post office boxes.
Can I change the shipping address once my order has been confirmed?
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 email@example.com.
Although we will do our best, we cannot guarantee that such requests can be taken into account.
I have not received my parcel : what should I do?
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 firstname.lastname@example.org.
How do I return an order?
Products must be returned in new condition and in its original packaging with their tags. It must not have been worn, used, or washed, nor have suffered any damage and in a perfect state of cleanliness. Any product that is incomplete or whose original packaging is damaged will not be traded.
From the reception of your package and our services validation, you will receive a confirmation email of your return. Then, we will proceed to the exchange or refund within 30 days maximum (refund to your credit card or payment method used).
You are responsible for the parcel until we receive it in our warehouse. Consequently, you should be cautious by using registered mail with acknowledgment.
Customized pieces and knitting kits cannot be returned, nor refunded.
- Returns from Europe: We offer a flat rate of €15 for EU countries returns. Please contact us at email@example.com and specify your order number and item you want to return. We will send you the return voucher which you must complete and send along with your package. Once the piece arrives at our workshop and has passed the examination, we will reimburse you the price of the piece as well as the 15€ flat rate.
- Returns from North America: Returns from North America cost 50€ and we are happy to pay 50% of the return. Please contact us at firstname.lastname@example.org and specify your order number and item you want to return. We will send you the labels and instructions to ship it back to us. Once the piece arrives at our workshop and has passed the examination, we will reimburse you the price of the piece minus half of the return fee. For example, if you wish to return a €210 item, we will reimburse 210-25=185€. You may wish to return your piece by yourself, if so, please email us before at email@example.com. You must only do so with FEDEX, if not, we will not be able to accept the parcel and it will be returned to you to correct the issue. If choosing to do it by yourselves, we will still pay half of the return fees.
- Returns from other countries (outside EU and NA): Shipping costs are at the client’s expense. You will get a full refund apart from the shipping costs. Please contact us at firstname.lastname@example.org and specify your order number and item you want to return. We will send you the return voucher which you must complete and send along with your package. Once the piece arrives at our workshop and has passed the examination, we will reimburse you the price of the piece.
How can I exchange my item?
Make sure to check out the size guide of a knit before ordering to verify that the item matches your size.
If your piece does not suit or fit you, you can exchange it by sending us an email at email@example.com. Return and shipping fees of the new piece are paid entirely or partially by the client in the case of an exchange. Please report to the return section to see full details.
I have received a defective product. What should I do?
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 firstname.lastname@example.org 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 responsibility of L’Envers.
What is the time limit for returning a product ?
As approved in Section 71 by Spanish Royal Legislative Decree 1/2007, you have seven 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.
How can I tell if L’Envers has received my parcel?
To determine the status of your return, please contact L’Envers customer service by sending an email to email@example.com.
How long does a refund take?
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 ACCOUNT
How do I create an account?
- On your desktop, click 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.
To make the login/registration process quicker and easier, you can also choose to have your details automatically filled in via ‘Facebook Connect’, which will use information about you from your Facebook account to create your L’Envers account.
Must I create a customer account to place an order ?
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.
Help! I've forgotten my password!
Not to worry, just go to the reset my password link. You will then be emailed a link to set up a new password.
What are the means and conditions of 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.
Is my payment secure?
Security is one of the biggest considerations in everything we do.
Payment is 100% secure. Transactions carried out on our website are secured by our partner payment Stripe. Stripe is certified to PCI Service Provider Level 1, which is the most stringent level of certification available.
All information communicated in order to process payment cannot be detected, intercepted or used by any third party, nor will it be retained on our IT systems. The card details you give us, encrypted on your own computer, will never circulate without encryption on the internet.
The padlock symbol will appear in your browser to confirm that your connection is encrypted and secure. SSL encryption technology ensures the security of the data that you enter during the banking transaction.
I paid by credit card but I haven’t received a confirmation email?
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 firstname.lastname@example.org.
Why was my payment refused?
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 our customer care department to find out why and reach another solution for completing your order : email@example.com
All transactions on the L’Envers website take place in € (euros)
I live outside the European Union:
All our shipments to destinations outside the 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 and the United Kingdom) in addition to Switzerland and Norway, 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 ex VAT price charged is the equivalent of the including VAT prices applied in Europe.
I live in the European Union:
All our shipments to the 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 and the United Kingdom) are billed including the VAT.
> CUSTOMER SERVICE
How can I contact L’Envers customer service?
You can contact us anytime of the day at firstname.lastname@example.org
We'll get back to you as soon as possible.
> BUY NOW PAY LATER
We've partnered with Splitit to offer interest free credit. If you prefer to spread the cost of your piece, you can do it without having to pay a penny more than if you paid up front in one go.
What is the buy now pay later offer?
Splitit is a payment solution which lets you split your order payment into free monthly instalments on your credit 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 card available balance until the 2nd payment is made 30 days later .The reserved amount might appear as "pending".
No applications. No credit check. Seamless integration.
How do I qualify for it ?
We offer this payment flexibility with payment plans to all orders of a value of 200€.
To be eligible, you must own a Visa or MasterCard credit 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 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 instalment 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"
Is it a safe payment ?
Yes it is !