Once your order is validated, you will receive a confirmation email . Please check your spam folder.
As soon as your order is confirmed, it is sent directly to our logistics team so you can receive your package as quickly as possible. Once packaged, it is no longer possible to cancel or modify it.
However, you can contact us at [email protected] , we will try to process your cancellation or modification request if your order has not yet been packed or shipped.
If your request could not be processed in time, don't worry, you have up to 14 days after receiving the package to return or exchange it.
Once your order is validated, it will be prepared within 24 to 48 hours (excluding weekends). Afterward, when the package is shipped, you will receive an email to track its shipment.
However, if no tracking number has been sent to you, you can contact us at [email protected] .
Delivery
Delivery is free for purchases over €180 in mainland France.
To Metropolitan France , delivery costs are as follows:
€5 for delivery to a Mondial Relay point within 3 to 4 working days
€7 for Colissimo home delivery within 2 to 3 working days
Express delivery: for shipment within 24 hours, the price varies depending on the delivery address and will be calculated at checkout.
For overseas and international shipments, the time and price depend on the country you are in. They are calculated at checkout.
Delivery time may vary depending on your location.
For France:
Regarding delivery to a relay point with Mondial Relay, the delivery time can be 3 to 4 working days.
Home delivery times with Colissimo are generally 2 to 3 working days.
Express delivery: - if the order is placed before 12 p.m., Monday to Thursday: delivery within 24 hours - if the order is placed after 12 p.m. from Monday to Thursday: your order will be shipped the next day (i.e. delivery within 24-48 hours) - if the order is placed between Friday 12 p.m. and Sunday evening: the order will be shipped on Monday and delivered on Tuesday.
For overseas and abroad,
With Standard delivery , the time can vary from 5 to 10 days depending on the country you are in.
With express delivery , the order is shipped within 24 business hours. Delivery then depends on your delivery address.
Our delivery service covers all destinations worldwide. Applicable delivery fees will be determined at checkout. The best price option is selected from La Poste and FedEx.
Taxes are included at checkout. However, you may be asked to pay customs fees during customs inspection. Unfortunately, we have no control over these customs fees, which will be your responsibility.
To send your packages, we work with several carriers including:
Colissimo,
GLS,
Mondial Relay,
FedEx.
Sometimes the collection point you selected may be unavailable, overloaded, or closed. The carrier is then forced to deliver your package to another collection point.
At this point, we are unfortunately no longer able to change the delivery location for your package. If you are unable to receive it, the package will be automatically returned to us. You can then submit a request via [email protected] to have your order resent or refunded.
Returns and Exchanges
Yes, returns and exchanges are possible within 14 days of receiving the package and are free in France.
For orders from abroad , you will have to return your package at your own expense.
To find out more about the procedure to follow, you can refer to the point “ How do I return my order? ”
To create your return or exchange, the procedure is simple; you can click on the following link: retours.surprise-paris.com
To log in, simply enter your email address or telephone number as well as your order number.
Afterwards, a return slip and a QR code are issued and sent to your email address . All you have to do is post your package!
For orders from abroad , only the QR code will be issued and sent to you. You will then have to return your package at your own expense to the following full address:
SAS DAT / SYMPL / for SURPRISE MOIMONT INDUSTRIAL ZONE CELL 9 - PLATFORMS 96-97-98 1 rue Jules Vallès 95670 Marly-la-ville FRANCE
A confirmation email will be sent to you when your package has been received at the warehouse and then when your refund has been processed. This will be processed within 2 to 5 business days after receipt.
Please note that it may take a few days for it to appear on your account. If this is not the case, please contact us!
During busy periods such as holidays or sales, the reimbursement period may be slightly extended.
Unfortunately, occasionally, a few defective items may escape our quality control. Don't worry if you receive one; you can follow the exchange procedure at retours.surprise-paris.com to receive a new one.
We regularly have pop-up stores and department store corners. Find all currently open locations here .
Unfortunately no, delivery to the store is not possible.
If you would like to visit the store but are not sure you will find your favorite pieces there, you can contact us at [email protected] or directly on our Instagram account @surpriseparis.
We will get back to you as soon as possible!
If your order was placed online, your return or exchange must be made only on the website , via your retours.surprise-paris.com procedure. Returns and exchanges are possible within 14 days of receipt of the package and are free in France.
As long as the pop-up store is open , you must return your product to the pop-up.
Once the pop-up is closed , you can contact us at [email protected] so we can take care of it.
For large stores , you can still return your product on site, even if the corner has closed.
Products and collections
You can find a size guide on each product page to get an overview of the dimensions.
If you have any questions, please contact us at [email protected] or on Instagram @surpriseparis . We will be happy to advise you!
When an item is out of stock, we recommend that you sign up to receive an alert as soon as it is back in stock.
To do this, go to the product page and click on the “ Subscribe to alert ” button.
We're not currently selling gift cards, but we'll be soon! Sign up for our newsletter to be among the first to know.
Some of our products are available for pre-order because we aim to produce only the pieces needed to deliver to you and cover exchanges. We strive to avoid fabric waste as much as possible and keep excess stock to a minimum.
Eco-responsibility is very important to us. If you'd like to learn more, you can find more information on the " Brand " tab!
Interview
Most of our knitwear is made from natural fibers that don't retain odors and require very little washing. We recommend airing your knitwear and washing it as little as possible.
If you still want to wash your knitwear, wash it by hand , in cold water, inside out, with a special wool detergent or natural soap. Do not twist your garment as this may distort its shape.
We strongly advise against washing your sweater in the washing machine (even on a wool or delicate cycle) as this could cause your knit to shrink or felt.
You can find all our advice on caring for your knitwear on the Care page . If you have any further questions, please do not hesitate to contact us at [email protected] !
No. Like all good quality natural knits, we recommend hand washing inside out (natural detergent or Marseille soap, not conventional detergent or fabric softener).
Then dry your mesh in a towel then flat (do not wring it out).
If you want to keep your sweaters soft and shiny, don't wash them more than once a season and just air them out. Natural fibers are deodorizing, and you'll find your sweater will stay fluffy and soft for a long time!
Manufacturing and commitment
Our materials come from Italian spinners selected for their quality and transparency. We strive to choose spinners located as close as possible to the workshops where the sweaters are knitted.
We choose materials that contain as many natural fibers as possible. However, it is generally necessary to keep a small proportion of synthetic fibers because they allow the knit to hold up better and retain its shape over time.
Synthetic fibers, such as nylon or elastane, are added to strengthen the fabric's structure, helping to maintain the garment's shape, prevent warping, and improve elasticity. This combination also increases wear resistance and makes garments easier to care for, making them more resistant to wrinkles and pilling. Synthetic fibers also help stabilize the dye, ensuring more consistent and long-lasting colors.
Mohair sheds at first, which is normal. But don't worry, it should quickly decrease.
To limit hair loss, we can give you a tip which consists of putting your item in a plastic bag and placing it in the freezer for 24 hours in order to "freeze" the shorter fibers.
Our knitted sweaters and scarves are made in Italy in the Florence region .
We only work with workshops recommended to us for their transparency and respect for ethics and labor law. We maintain daily contact with our suppliers and regularly visit their workshops.
We produce in small quantities and try to aim for accuracy to avoid large amounts of leftover stock. But fashion isn't an exact science, and we sometimes have some pieces left over.
We try to keep our products on the site as long as we have stock remaining. We don't follow the usual fashion cycle that would require us to completely renew our collections every season.
For the few remaining products that we were unable to sell, we donate to charities. For example, at the beginning of 2024, we made a donation to the Réseaux Solidaires association, which provides food and non-food aid to vulnerable groups (single women with children, students, migrants, homeless people, isolated people, etc.).
Customer account
To delete your customer account, please write to us at [email protected] and we will take care of it as soon as possible.
