Q&A

Select the items you would like, along with the available options (size, colour or personalisation), then add them to your basket and proceed to checkout.

Once your order has been placed, you will be taken to an order confirmation screen and receive a confirmation email summarising your order. To track its progress, go to “My Account” and open the “My Orders” section.

Please note that if your order contains both a personalised item and a non-personalised item, everything will be shipped together. Personalised items take approximately 6 weeks to make, so your entire order will be dispatched once they are ready.

Yes, certain items can be personalised directly through our personalisation tool. Each piece is made especially for you. All our embroidery is designed and created by hand, with a production time of 6 weeks.

No. Abusive or unlawful content, or the unauthorised use of brand names, is prohibited. Any order that does not comply with these requirements may be refused or cancelled.

Orders are prepared within one to two working days, and personalised items enter production on the day the order is created. Please contact our customer service team as soon as possible if you would like to change or cancel your order.

You will receive a confirmation email once your payment has been validated. If you cannot find it, please check your spam folder.

We send you a confirmation email a few minutes after your order has been placed. This email contains a summary of your order. A second email will be sent once our warehouse has dispatched your order, with a tracking number so you can follow your parcel.

For orders that include personalisation, the dispatch email will arrive 6 weeks after your entire order has been produced, as soon as it is shipped by our warehouse.

For further information about your order, please contact our customer service team.

For all orders outside the eurozone, we ensure that shipping costs, customs duties and taxes are included in the final price or added at checkout. This means you will have nothing extra to pay when your order arrives.

We accept major credit and debit cards, as well as payment methods available in your country.

You can enter your discount code when checking out.

Enter your code in the “Discount code or gift card” field, then click “Apply”. Your basket total will be updated automatically.

If your code does not work:

- Check that you have entered it correctly, including any uppercase and lowercase letters, numbers and other characters.
- Make sure your code is still valid and has not expired.
- Check whether the code applies to your items or order value, as some codes have specific conditions.

If the problem persists, please contact our customer service team.

If you would like an invoice for your order, please contact our customer service team.

You can contact our customer service team Monday to Friday, from 10 am to 6 pm.

We recommend following the instructions on the label or product page to preserve the quality of the embroidery and materials.

Call It By Your Name is a story of ready-to-wear clothing and accessories, with a love of personalisation at its heart. Add an original, personal touch to your accessories with our personalised embroidery. Carefully created in our Parisian workshops, it is the perfect way to express your personality, whether you are treating yourself or someone special. Each creation is the work of skilled embroiderers whose attention to detail makes every piece unique and authentic.

Add your own message to our personalisable accessories and choose from our available colours.

The following Call It By Your Name products can be personalised: the Maxi Cabas, Moyen Cabas, Toiletry Bag (large and mini), Laptop Sleeve, Zip Pouch (large and mini), Maxi Bucket Bag, and Bandana (small and large embroidery).

You can find all these products on this page and start personalising your chosen item.

Our personalisation tool guides you through each step and provides a real-time preview of your finished product.

First, choose your primary and secondary colours. The primary colour is used on the front and back, while the secondary colour is used on the sides of tote bags and the zips of other accessories. These two colours are reversed on the inside.

The second step is quilting. For certain items, you can choose whether to add this finish.

The third step is embroidery. Depending on the product, you can add letters up to the permitted limit and choose from different placement options. You can specify your preferred embroidery colour for each letter in the comments.

Finally, you can choose whether to add emojis to your product. You can add between 1 and 3 emojis, such as a clover, a mushroom or a rainbow.

Before completing your personalisation and adding the product to your basket, you will see a preview. You can go back to make changes, and there is a space for any special requests.

Our products and embroidery are handcrafted. Please allow 6 weeks before your personalised order is dispatched.

You will receive a dispatch confirmation email once your order has been shipped by our warehouse.

Because personalised orders and items featuring names or monograms are made uniquely for you, they cannot be returned.

Our personalisation tool shows you a preview throughout the process. Before confirming and adding the product to your basket, you can return to previous steps at any time to change or complete your choices.

Each piece is carefully handmade in keeping with the spirit of the brand. The preview is therefore indicative, and slight variations may occur.

For information about Call It By Your Name shipping rates, delivery times and shipping methods, please see our shipping policy.

METROPOLITAN FRANCE

Standard home delivery: €8

Free delivery on orders of €250 or more.

Orders are dispatched within a maximum of 24 working hours (Monday to Friday). This is the time needed to prepare your order in our warehouse before handing it over to your selected carrier. You will receive an email confirming dispatch.

Delivery times depend on the shipping method selected. Orders placed after 1 pm are dispatched the following day. Items from the clothing collection are ready to ship within 24 hours. Personalised items are made to order and require 6 weeks of production time. If your order contains several items, they will be shipped together in one parcel once everything is ready.

Colissimo delivery takes 48 hours from the dispatch date.

During the brand’s anniversary period in April, processing and delivery times may be longer.


EUROPEAN UNION

Standard home delivery: €15

Free delivery on orders of €450 or more.

Orders are dispatched within a maximum of 24 working hours (Monday to Friday). This is the time needed to prepare your order in our warehouse before handing it over to your selected carrier. You will receive an email confirming dispatch.

Delivery times depend on the shipping method selected. Orders placed after 1 pm are dispatched the following day. Items from the clothing collection are ready to ship within 24 hours. Personalised items are made to order and require 6 weeks of production time. If your order contains several items, they will be shipped together in one parcel once everything is ready.

During the brand’s anniversary period in April, processing and delivery times may be longer.


SWITZERLAND

Standard home delivery: CHF 9

Express home delivery: CHF 19

Free standard delivery on orders of CHF 420 or more.

Orders are dispatched within a maximum of 24 working hours (Monday to Friday). This is the time needed to prepare your order in our warehouse before handing it over to your selected carrier. You will receive an email confirming dispatch.

Delivery times depend on the shipping method selected. Orders placed after 1 pm are dispatched the following day. Items from the clothing collection are ready to ship within 24 hours. Personalised items are made to order and require 6 weeks of production time. If your order contains several items, they will be shipped together in one parcel once everything is ready.

During the brand’s anniversary period in April, processing and delivery times may be longer.

Duties and taxes are calculated according to the items ordered, the delivery destination and the purchase value. If duties and taxes are charged at checkout, they will appear as a separate line. If they are already included in the product price, this will be clearly indicated at checkout.


UNITED KINGDOM

Standard home delivery: £9

Express home delivery: £17

Free standard delivery on orders of £350 or more.

Orders are dispatched within a maximum of 24 working hours (Monday to Friday). This is the time needed to prepare your order in our warehouse before handing it over to your selected carrier. You will receive an email confirming dispatch.

Delivery times depend on the shipping method selected. Orders placed after 1 pm are dispatched the following day. Items from the clothing collection are ready to ship within 24 hours. Personalised items are made to order and require 6 weeks of production time. If your order contains several items, they will be shipped together in one parcel once everything is ready.

During the brand’s anniversary period in April, processing and delivery times may be longer.

Duties and taxes are calculated according to the items ordered, the delivery destination and the purchase value. If duties and taxes are charged at checkout, they will appear as a separate line. If they are already included in the product price, this will be clearly indicated at checkout.


UNITED STATES

Express home delivery: $35

Free delivery on orders of $450 or more.

Orders are dispatched within a maximum of 24 working hours (Monday to Friday). This is the time needed to prepare your order in our warehouse before handing it over to your selected carrier. You will receive an email confirming dispatch.

Delivery times depend on the shipping method selected. Orders placed after 1 pm are dispatched the following day. Items from the clothing collection are ready to ship within 24 hours. Personalised items are made to order and require 6 weeks of production time. If your order contains several items, they will be shipped together in one parcel once everything is ready.

During the brand’s anniversary period in April, processing and delivery times may be longer.

Duties and taxes are calculated according to the items ordered, the delivery destination and the purchase value.

If duties and taxes are charged at checkout, they will appear as a separate line. If they are already included in the product price, this will be clearly indicated at checkout.


REST OF THE WORLD

Free delivery on orders of €600 or more, ¥79,000 for Japan, or ¥4,650 for China.

Orders are dispatched within a maximum of 24 working hours (Monday to Friday). This is the time needed to prepare your order in our warehouse before handing it over to your selected carrier. You will receive an email confirming dispatch.

Delivery times depend on the shipping method selected. Orders placed after 1 pm are dispatched the following day. Items from the clothing collection are ready to ship within 24 hours. Personalised items are made to order and require 6 weeks of production time. If your order contains several items, they will be shipped together in one parcel once everything is ready.

During the brand’s anniversary period in April, processing and delivery times may be longer.

Duties and taxes are calculated according to the items ordered, the delivery destination and the purchase value. If duties and taxes are charged at checkout, they will appear as a separate line. If they are already included in the product price, this will be clearly indicated at checkout.

If you have not yet received your order, please first check the tracking information provided when it was dispatched. Your parcel may still be in transit or experiencing an unexpected delay.

Please also check with members of your household or your building’s concierge.

If you still cannot locate your order, contact our customer service team with your order number. We will do everything we can to locate your parcel and find a solution as quickly as possible.

Please note that we are not responsible for parcels lost or stolen while in the carrier’s care.

Please contact our customer service team with your order number, details of the missing or damaged item, and photos of your parcel.

Items can be returned within 14 days of receipt, except for personalised items, which cannot be returned or exchanged. Depending on the destination country, shipping costs, customs duties and taxes may be included in the final price. If they are not included, this will be clearly indicated at checkout. For more information, please see our returns policy.

Items from the permanent collection cannot be exchanged. We recommend placing a new order for the item you would like, then waiting for your original order to arrive before returning it.

Personalised items: because personalised orders and items featuring names or monograms are made uniquely for you, they cannot be returned or exchanged.

Once our warehouse receives your parcel, your refund will be processed within 14 working days and credited to the card used for the purchase.

Orders placed through our online store cannot be returned at Le Bon Marché or to any of our stockists, and purchases made there cannot be returned through our online store.

For items purchased from our stockists, please contact them directly and follow their returns procedure.

Please contact our customer service team with your order number, details of the faulty item, and photos of your parcel. Depending on the situation, we will advise you on the next steps.