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Covid-19 informations
Updated 17/04/2020



Dear customer,

in these difficult times, we think of you. We hope you and your loved ones are doing well and the confinement is going well.

After a few weeks of interruption, we are happy to see you (online) and to announce the reopening of our online shop this Friday, April 17, 2020.

We took advantage of this break to rethink our entire organisation and adapt it to the recommended health and safety measures, in order to guarantee the well-being of our employees on the one hand, but also to ensure that your orders are processed in the strictest compliance with the health standards in force. Your health, the health of our teams and the of all external parties involved remain our priority. Today it is a small team, trained on the measures to be followed, which can restart the activity.

For more information on your past or current orders, we invite you to consult our FAQ. If necessary, our customer service remains available on +44 20 3318 83 37, Monday to Friday from 10am to 7pm and Saturday from 10am to 5pm (Western European Time), or via our contact form.

We invite you to meet us on social media to entertain, share and exchange. Staying at home should not prevent us from being together.

See you soon on our website or social media and in the meantime, take good care of yourself!

The agnès b. team


Can I still place an order on the website?
Our website reopened on 17/04/2020. Since this date, it is again possible for you to place an order. Our warehouse is also reopened. Both shipping and returns resume almost normally. However, we apologize for any delays in processing.

What are the sanitary measures taken in your warehouse ?
Please be assured that your health, the health of our teams and the of all external parties involved remain our priority.
We took advantage of this break during the closure of the warehouse to rethink our entire organisation and adapt it to the recommended health and safety measures, in order to guarantee the well-being of our employees on the one hand, but also to ensure that your orders are processed in the strictest compliance with the health standards in force. Today it is a small team, trained on the sanitary measures to be followed, who restarted the activity.

What delivery methods are available? How soon will I receive my order?
Now, you have the choice between standard Colissimo delivery to home without signature and Chronopost express delivery. Delivery to a pick-up point remains unavailable until further notice.
On our side, the preparation of yours orders and the delivery to transporters will take place every day from Monday to Friday, but whether with Colissimo or Chronopost, delivery times are extended and depend on the availability of transporters.
Colissimo delivery is available in France except in Corsica and Monaco and in Europe except in Portugal and Italy. Please note some sorting centres and post offices are currently closed or only temporarily open. When home delivery is not possible, parcels will be dropped off at the nearest open post office. However, the situation is fluctuating, at any time post offices may have to close. From then on, parcels will only be recoverable when they are reopened.

How can I collect my order that has already been delivered to a pick-up point or to the post office?
Your pick-up point or post office is probably closed, so we ask you to kindly wait until it reopens. In the meantime, rest assured, your package is in a safe place. If you are unsure of where it is located, you can click on the tracking link in your shipping email. If necessary, our customer service remains available to help you.

How can I return a piece purchased online? How soon will I be reimbursed?
Due to the current situation, our stores are closed until further notice. Therefore, unfortunately we are unable to honour your e-reservation requests or prepare your orders for collection from stores.

How can I exchange an item bought in a store?
Don't worry, our return periods have been extended to a month after the reopening of our stores. From then on, you can wait for the end of the confinement or you have the choice to return now your items to us free of charge by post (procedure here : https://www.agnesb.eu/en/free-returns/). Please note that shipping delays can also be expected. Returns will be processed upon receipt and quickly in order to proceed to your refund as soon as possible.

I've just placed an order but I've changed my mind, can I change my delivery method, modify an item or cancel my order?
Unfortunately, we cannot modify your order once it has been confirmed. This also applies to the delivery method as well as a change in size, colour or quantity. If you wish to modify your order, we will have to cancel it. Order cancellation is possible as long as it has not been dispatched. To do this, we invite you to contact customer service by indicating your name and order number.
You will then be reimbursed within an average of 15 working days and you can place a new order.

I have a credit note or gift voucher that expires in mid-March or April, will I lose it?
All credit and gift vouchers with an expiry date between 14 March and 30 April 30 will be extended until the end of May.

Who should I contact if I have a question?
Our customer service remains available to answer your questions: on +44 20 3318 83 37 from Monday to Friday from 10 am to 7 pm and on Saturday from 10 am to 5 pm (Western European Time), or via our contact form.