Frequently asked.

How do I place an order?

Browse the collection, select your size, and add the item to your cart. You may complete your order as a guest or by creating an account at checkout.

What payment methods do you accept?

All transactions are processed securely through Shopify Payments. Accepted methods include Visa, Mastercard, American Express, Apple Pay, Google Pay, and Shop Pay. Card details are never stored by L'EAUPHANT.

Is my payment information secure?

Yes. Payments are handled through Shopify Payments, a PCI-DSS Level 1 compliant infrastructure. All card data is encrypted via TLS, and 3D Secure authentication is applied where supported by your issuing bank.

Can I modify or cancel my order?

Once an order is confirmed, modifications are not possible. You may request cancellation by emailing customercare@leauphant.com prior to dispatch; the order will be refunded in full within five business days. Once shipped, the standard return procedure applies.

Do you offer pre-orders?

Yes. For pre-order items, the estimated availability date is indicated on the product page. Payment is charged at the time of order confirmation. Pre-orders may be cancelled at any time prior to dispatch.

Where do you ship?

L'EAUPHANT ships to selected regions including the United Kingdom, Europe, the United States, Canada, Switzerland, the Gulf, Azerbaijan, Kazakhstan, and Singapore. Orders to destinations not listed cannot be processed.

How long does delivery take?

International orders are shipped via FedEx and typically arrive within seven to ten business days from dispatch, subject to local customs clearance. Items are prepared and dispatched within one to three business days following order confirmation.

How much does shipping cost?

Shipping fees vary by region, with free shipping available above a regional threshold. Full details are listed on the Delivery page under Shipping Fees.

How can I track my order?

Once your order is dispatched, a confirmation email containing the FedEx tracking number is sent to the address provided at checkout. Real-time tracking is available throughout transit.

What is DAP and what are my customs responsibilities?

All international shipments are dispatched under DAP (Delivered At Place) terms. Import duties, taxes, and customs clearance fees are the responsibility of the customer and are settled upon delivery in the destination region.

Do you ship to countries not listed?

Currently no. For enquiries regarding additional regions, please contact customercare@leauphant.com prior to placing an order.

What is your return policy?

You may return your order within fourteen days from the date of delivery. Items must be unused, in their original condition and packaging, complete, and with all tags attached.

Are returns free of charge?

No. Free returns are not available for international orders. The customer is responsible for all return shipping costs and any applicable customs fees.

How can I return an item?

Submit a return request by email to customercare@leauphant.com prior to shipment. Returns sent without prior approval will not be accepted. Full instructions, including customs declaration guidance, are sent upon approval.

Can I exchange an item for a different size or colour?

Direct exchanges are not offered. To receive a different size or colour, please place a new order separately and return the original item under the standard return conditions.

Can I return a guest order?

Yes. Email customercare@leauphant.com with your order number and reason for return. The return procedure is the same as for account orders.

What happens if my item arrives damaged?

Please inspect your item upon receipt. If damage or a defect is identified, notify L'EAUPHANT within forty-eight hours at customercare@leauphant.com with clear photographs. Replacement, repair, or full refund including return shipping will be arranged at your preference.

When will I receive my refund?

Approved refunds are issued to the original payment method within ten business days following quality control. Bank processing may add an additional five to fifteen business days.

How do I determine my size?

Each product page includes a Size Guide linked from the size selector, with measurements provided in centimetres and equivalent regional sizes. For tailored guidance, contact customercare@leauphant.com.

Are sizes consistent across collections?

Yes. L'EAUPHANT follows a unified size grading system. Where small variations exist for specific silhouettes, they are noted on the product page under Details.

How should I care for ready-to-wear garments?

Most pieces require professional dry cleaning. Specific instructions are provided on the garment label and in the Garment Care section of each product page. A minimum twenty-four hour resting interval between wears is recommended to preserve form and fibre stability.

How should I care for leather pieces?

Protect leather from direct sunlight, excessive humidity, and liquid exposure. Clean gently with a soft, lint-free dry cloth. Avoid commercial leather conditioners unless recommended for the specific finish.

How should I care for footwear?

Try shoes only on soft, carpeted surfaces upon receipt. Rotate footwear between wears, use shoe trees where appropriate, and protect from moisture. Footwear showing signs of outdoor use cannot be returned.

Do I need to create an account to place an order?

No. You may check out as a guest. An account allows you to track orders, manage returns, save addresses, and manage your newsletter preferences.

How can I stay informed about L'EAUPHANT updates?

Subscribe to the newsletter at the bottom of the website. With your consent, you will receive information on new collections, seasonal releases, editorial content, and invitations.

What is L'EAUPHANT's privacy policy?

L'EAUPHANT processes personal data in accordance with GDPR, the UK Data Protection Act, CCPA, KVKK, and other applicable international frameworks. The full Privacy & Cookie Policy is available in the Legal section of the website.

How is my personal data protected?

All data transmissions are protected through industry-standard TLS/SSL encryption. Payment data is handled exclusively by Shopify Payments and is never stored by L'EAUPHANT.

What are my data rights?

You may request access, correction, deletion, restriction, or portability of your personal data at any time. Withdrawal of consent and complaints to data protection authorities are also possible. Submit requests to customercare@leauphant.com.

How can I unsubscribe from marketing communications?

Click the unsubscribe link in any marketing email, adjust your preferences in your account, or email customercare@leauphant.com. Withdrawal of consent does not affect transactional communications related to your orders.

Where is L'EAUPHANT based?

L'EAUPHANT is an atelier-based brand headquartered in Istanbul, Türkiye. Design, production, and fulfillment are conducted from a centralised location.

Where are L'EAUPHANT products made?

All pieces are designed and produced in Istanbul. The brand operates a localised production chain, with cumulative supply distance averaging seventeen kilometres between fabric sourcing, atelier, and warehouse.

What materials does L'EAUPHANT use?

Materials are selected based on fibre strength, surface stability, and form-retention capacity. Fabrics include 100% wool, 100% cotton, and wool- or viscose-polyester blends. Leather is sourced exclusively from highest-grade tanneries.

How does L'EAUPHANT approach sustainability?

L'EAUPHANT's approach is defined through material durability, controlled production distances, ethical manufacturing conditions, adherence to care protocols, and the extension of product life cycles. Full details are available in the Ethics section.

How does L'EAUPHANT package its products?

Each piece is individually wrapped in tissue paper and presented in a matte-white box, handcrafted from 100gsm coated card stock and printed with the L'EAUPHANT emblem. The box closes with a single black satin ribbon — designed for both arrival and archive.

How can I contact L'EAUPHANT for press or collaborations?

Press, editorial, and collaboration enquiries may be directed to media@leauphant.com.