Frequently asked Questions
You can contact our customer service:
By phone
Monday to Friday from 10am to 5pm: +33 (0)1 42 36 11 00
By email : contact@oscaretvalentine.com
At any time, you can edit your account information by clicking on "My account" at the top right of your screen. After logging in, you can make the desired changes via the menu.
On the login page, click on the "Forgotten your password" link located under the password box. Enter your email address and you will immediately receive an email with a link to reset your password.
Shipping costs vary depending on the geographical area and the delivery method. Shipping costs are indicated at the time of the shopping cart.
Delivery is free for orders over 350 €.
Depending on the delivery service chosen and the place of delivery, the delivery time differs. The information below is given as an indication.
DHL Express: 48 to 72 hours, but this time may vary during periods of intense commercial activity (sales, private sales, end-of-year celebrations) and depending on the country of delivery.
Colissimo: 2 to 5 working days, but this time may vary during busy periods (sales, private sales, end of year celebrations) and depending on the country of delivery.
Courier: delivery by Coursier.com is only available for the Paris region. All orders placed before 2pm are delivered the same day.
We ship all over the world, except Russia. Shipments subject to customs borders are shipped DAP (Delivery at Place). The costs for the execution of import formalities are excluded from the order price and are borne by the recipient. Thus, all taxes related to the import in the destination country are paid by the recipient. For further information or special requests, please contact our customer service.
For all return requests, please contact customer service within 14 days of delivery of your order. After this period, returns are no longer accepted.
By phone: Monday to Friday from 10am to 5pm, +33 (0)1 42 36 11 00
By email: contact@oscaretvalentine.com, with the subject line: Return request + your order reference.
Your request will be processed within 48 hours once received. You will receive a confirmation of your request as well as instructions on how to return your order.
Only products in perfect condition, new and with all original labels are accepted.
Once your return request has been confirmed, you must carefully pack the products in a package or bag of your choice. Please note that as our products are 100% cashmere, you must protect them in the parcel to avoid any damage during transport.
Return address:
To the attention of customer service
Oscar et Valentine Paris
9, rue de Budapest
75009 Paris - France
Tel: (+33) 01 42 36 11 00
You are responsible for the shipping costs of your return. You will be notified by email to confirm receipt of your return package at our premises and the processing of your refund.
For all exchange requests, please contact customer service within 14 days of delivery of your order. After this period, exchanges are no longer accepted.
By telephone: Monday to Friday from 10am to 5pm, (+33) 01 42 36 11 00.
By email: contact@oscaretvalentine.com, with the subject line: Exchange request + your order reference.
Your request will be processed within 48 hours once received. You will receive a confirmation of your request as well as instructions on how to exchange your order.
Only products in perfect condition, new and with all original labels are accepted for exchange.
Once your exchange request has been confirmed, you must carefully pack the products you wish to exchange in a package or bag of your choice. Please note that as our products are 100% cashmere, you must protect them in the parcel to avoid any damage during transport.
Shipping address :
To the attention of customer service
Oscar et Valentine Paris
9, rue de Budapest
75009 Paris - France
Tel: (+33) 01 42 36 11 00
You are responsible for the shipping costs of your exchange. You will be notified by email to confirm receipt of your package in our offices and the processing of your exchange.
The exchange will be made in the form of a credit note, for the amount of the returned products, so that you can order the desired products at no extra cost (except for price differences).
In the event of a failed or non-accepted payment, your order will not be processed. If however your order has been received, we will contact you to proceed with the payment of your order remotely and then proceed with the preparation of your order once payment has been received.
If you have not received an order confirmation or unaccepted payment alert, this means that your order has not been registered and we are not responsible for any failure. In this case, you can contact your bank to identify the problem.
You can pay by credit/debit card or via PayPal. If you pay by card, you must enter your card number, expiration date and CVV number on the "Payment" page.
Visa, MasterCard, American Express and other credit cards are accepted. Depending on the total cost of your order, you may be redirected to the 3D Secure platform to guarantee the security of your payment.
Cashmere is a very special natural animal fiber that requires special care to last as long as possible. Cashmere fiber is six times thinner than a hair, but much more resistant, and loves water! Surprising as it may seem, used to limiting the washing of wool, cashmere loves water because of its natural origin and even needs it a lot, and not only for cleaning.
On contact with water, the cashmere fiber contracts and returns to its original position when it dries. This mechanism helps to eliminate pilling, keep the garment soft and even make it softer.
Care instructions:
- Wash your cashmere in cold water, after 3 or 4 uses.
- Use a shampoo for delicate clothes and leave to soak for a few dozen minutes.
- Squeeze lightly on the spot of dirt and then wring out without twisting. Leave to dry flat away from light to preserve the original colors.
- Brush the cashmere lightly once dry: a noble and delicate material, cashmere must be regularly maintained. We recommend the use of the cashmere comb specially designed to remove excess material that may appear with rubbing and give the cashmere its original appearance. Recommendations: Hold the garment in one hand and comb lightly and quickly over the surface to the desired effect.
To help you, a description of the garment and the cut is available on each product description on the site. In case of doubt or for more information about a size or a product, please contact our Customer Service.
We offer a selection of baby, girl and boy clothes and accessories, available from birth to 12 years old.
Every computer monitor has a different calibration, so there may be a slight difference in colour. If in doubt about the colour of a product, please contact our customer service.
Oscar et Valentine offers an ideal selection of gifts for births and birthdays. All you must do is fill in the details of the recipient of the gift when you place your order.
Your gifts are wrapped with the utmost care in a refined package bearing the effigy of our company, with your personalized message written delicately by hand
