FAQ

You can create your account to easily access your information, track your orders…

To create your BARNIE account, go to our website's homepage and select My Account from the drop-down menu. You can then create an account by entering your email address. A login code will then be sent to you.

You can modify your personal information at any time in the My Account section.

If you wish to change the email address associated with your account, please contact us at help@barnie.com or via our contact form. We will take care of it for you.

Please note that your information and order history will be retained.

You can absolutely place an order on our website without having a customer account. Simply fill in your contact and delivery information when you finalise your order.

To subscribe to our newsletter and stay up-to-date with our news, you can enter your email address in the field provided for this purpose on the homepage of our website, at the very bottom right.

If you no longer wish to subscribe to our newsletter, you can unsubscribe at any time by clicking the unsubscribe link at the bottom of each newsletter. Please note that this will not affect the emails you will receive for back-in-stock alerts to which you have subscribed.

If you wish to delete your account, please contact us at help@barnie.com or via our contact form. We will process your request promptly and confirm receipt of your request by email.

Once your order has been validated, you will receive a confirmation email with your order number and a summary of the items you ordered. Please remember to check your spam folder if you do not receive this email.

If needed, contact us at help@barnie.com or via our contact form. We will do our best to assist you.

You can also retrieve your order by logging into your account. To do so, go to our website, click on the " My Account " icon in the top right corner of our homepage, enter your email address, and a login code will then be sent to you by email. Your order history is available in the "My Orders" section.

We offer our sincerest apologies and understand your disappointment.

Placing items in your basket does not reserve them electronically; it is the payment that validates your order.

If you wish, you can sign up for back-in-stock alerts on the product pages of our website, making sure to select the color and size you want. You will then receive an email as soon as the item is available again.

Once your order has been validated, you can no longer modify or cancel it.

However, please contact us as soon as possible at help@barnie.com or via our contact form. If your order has not yet been prepared, we will do our best to assist you.

You can sign up for the back-in-stock alert by visiting the product page on our website. You can then select your desired color and size and confirm your request to subscribe to the alert.

You will receive an email as soon as the part is back in stock.

The amount of your order will be debited as soon as it is validated on our site. You will then receive an order confirmation by email.

Several solutions are available to you to make your purchases quickly.

1. Register your bank details with our partner JUST

First, log in to your account via our website. If you wish to purchase a single item, go to the relevant page, select the desired color and size, then click on "Buy in 1-click".

If you wish to purchase multiple items, add them to your cart and then click on "Buy in 1-click".

Then complete your information. It will be saved for your next purchase, so you'll only have to do this step once!

2. Pay for your purchases with Apple Pay

Simply click on the ApplePay icon at the bottom of your cart to proceed with payment.

Please note, however, that the order will be linked to your Apple Pay ID and not to the email address you usually use to log in to your account (if these addresses are different). Your order may not appear in your customer account. If this happens, you can contact us so we can link your recent order to your usual customer account.

3. Save your bank card details in your browser

You can also save your bank card details in your internet browser.

Payment in installments is possible for purchases of €150 or more, through our partner Alma. You have the choice between the following three options:

- 2 installments without fees

- 3 installments without fees

- 4 installments with fees (1.2%)

Payment via Alma is available for the following countries: France, Spain, Portugal, Germany, Italy, Belgium, Netherlands, Luxembourg, Austria, Ireland.

If you return one or more items from your order, the refund will reduce the amount of your next payments. If the refund amount is greater than your next payments, the difference will be credited to your bank account.

If you are experiencing payment difficulties, try placing your order again using a different payment method.

If the problem persists, please contact us at help@barnie.com or via our contact form. We'll be happy to help.

You can track the progress of your order on our website, under " My Account ", "My Orders".

When your order is sent, an email is sent to you with a tracking link allowing you to follow its progress.

We are pleased to offer free delivery on orders over €150 for delivery within mainland France and over €200 for delivery to Europe, Switzerland, and French overseas territories. Delivery costs €30 for the rest of the world.

For all orders under €150, the delivery charges are, to France:

• €4.50 for delivery to a Colissimo or Mondial Relay collection point.
• €7 for Colissimo home delivery,
• €9 for Chronopost next-business-day home delivery if your order is placed before noon. Orders placed on Friday, Saturday, or Sunday will therefore be shipped on Monday afternoon for delivery the following day.

Delivery costs are €12 for delivery to Europe 1&2 (Austria, Belgium, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, UK, Monaco), €13 for Switzerland, €15 for the rest of Europe, €18 for French overseas departments and territories and €30 for the rest of the world.

Free Chronopost J+1 business day home delivery to France is offered for purchases over €250 (excluding launch period).

Any customs fees applied to the delivery of an order will be the responsibility of the customer.

We are sincerely sorry that you have not received your order.

We recommend checking with your neighbors or visiting your nearest post office. If you were not home, the mail carrier may have left your package there. Furthermore, sometimes a package may be marked as delivered, but the mail carrier may not actually deliver it until the following day.

We therefore advise you to wait 24 hours. If, after this time, you still haven't received your package, please contact us at help@barnie.com or via our contact form. We will do our best to help you.

We are sincerely sorry that you did not receive your entire order. Despite all the care we take in preparing your packages, errors can sometimes occur.

We invite you to contact us at help@barnie.com or via our contact form. We will be happy to assist you.

We are sincerely sorry that your package was damaged.

We encourage you to check its contents. If an item is missing or damaged, please contact us at help@barnie.com or via our contact form . We will then initiate a claim with the carrier.

If your package has not yet been prepared, we can change your delivery address.

To do so, please contact us at help@barnie.com or via our contact form as soon as possible. We'll be happy to help.

We invite you to contact our Customer Service at help@barnie.com or via our contact form as soon as possible so that we can help you find a solution.

You have 14 days from the date of receipt of your order to return any item(s) that do not suit you.
During the holiday season, this deadline is extended until January 7th for any order placed from November 18th onwards.

Items must be returned with tags attached, in their original packaging and must not have been worn.

We invite you to declare your return via our dedicated portal: barnie.com/a/return

You will then need your order number and the email address you used to place the order. You will then have a choice of three treatments:

- An exchange : for the same product or any other (subject to availability). Return shipping is free. You will be responsible for the shipping costs of the new order and must pay them when you request the return. The new order will be shipped once the return package has been processed by our team. Product exchanges are limited to one per customer.

- A credit note : Return shipping will be free. A credit note, in the form of a code, will be sent to you by email once the return package has been processed by our team. It will be valid for 6 months on our entire website.

- A refund : in this case, a flat fee of €4.90, related to the postage of this return, will be deducted from the refund of the products.

Once the return procedure has been validated, you will receive a prepaid label by email that you can use to return your order.

You can return your package to a Chronopost Shop2Shop collection point. Our team will process your return within 5 to 7 business days of receiving it. The refund will be issued to the same payment method used for the original order.

You have 14 days from the date of receipt of your order to return any items that do not suit you.
During the holiday season, this deadline is extended until January 7th for any order placed from November 18th onwards.

Items must be returned with tags attached, in their original packaging and must not have been worn.

We invite you to declare your return via our dedicated portal: barnie.com/a/return

You will then need your order number and the email address you used to place the order.

For returns from: Belgium, Luxembourg, Germany, Spain, Portugal and the Netherlands:

- A prepaid label will be provided. A fee of €7.90, related to the postage for this return, will be deducted from the refund for the products.

For returns from the rest of the world:

Return shipping costs are the responsibility of the customer. The package should be shipped to the following address:

BURLAT BARNIE GROUP – RETURNS
910 rue de Cantaranne
Cantaranne Industrial Zone
12850 Onet-le-Château
France

You can return your items to us in the same packaging in which you received them.

Your refund will be processed by our team within 5 to 7 business days of receiving your package. The refund will be issued to the same payment method used for the original order.

You will be able to modify your return request at any time by accessing it through our dedicated portal: retours.barnie.com/

Despite all the attention we pay to the quality of our products, it can happen that a part has a defect.

You have 14 days from the date of receipt of your order to notify us of any issues with the items received. Please submit your return request through our dedicated portal .

You will then need your order number and the email address you used to place the order.

It is important to select "Defective or non-compliant item" as the reason for return. You will then have the option of an exchange (if the item is available on our website), a credit note, or a refund. If you would like an exchange but the item is no longer available, please contact our Customer Service team by email at help@barnie.com .

Your return package will be processed within 5 to 7 business days of its receipt at our facility. We will then proceed, according to your preference: with an exchange, a credit note, or a refund for your item.

Once your return package has been received and inspected by our team, we will issue your refund within 5 to 7 business days. You will receive an email as soon as the refund has been processed.

Your refund will appear in your bank account within a maximum of 10 days. If you have a deferred debit card, your refund may appear in your outstanding balance.

If you choose to pay in installments through our partner Alma, your refund amount will be deducted from your next installments. If all your installments have been paid, or if the amount to be refunded is greater than your next installments, the refund will be credited directly to your bank account.

To preserve their brightness, we recommend washing your garments inside out in cold water with a gentle spin cycle. This advice does not apply to coats, jackets, special scarves, bags, and other specific items that require specialised cleaning.

For knitwear, we recommend washing in cold water on a wool cycle with a dose of special wool liquid detergent and a gentle spin cycle (400 rpm). Then dry your knitwear flat, away from direct sunlight and heat.

Cashmere is a material that loves water.

So don't hesitate to wash your cashmere garments frequently. This will even help limit pilling, a natural phenomenon caused by the friction of the fibers against each other. It's not a sign of poor quality, but rather an inherent characteristic of this beautiful material.

In addition to frequent washing, we recommend sparingly using a lint comb (or lint shaver) to remove lint and restore your sweater's original brightness.

We recommend washing your cashmere garment on a cold, wool cycle with a dose of special wool liquid detergent and a gentle spin (400 rpm). Then dry your cashmere garment flat, away from light and heat.

We recommend washing your jeans as infrequently as possible to preserve the quality of the fabric.

In case of stains, you can clean it locally and, if machine washing is necessary, we advise you to wash it at 30°, inside out, with a gentle spin cycle.

Despite our best efforts to ensure the quality of our products, defects can sometimes occur. We apologize for this.

If you experience a quality issue with one of our models, please contact Customer Service at help@barnie.com or via our contact form.

Don't forget to include your order number, the item in question, the problem encountered, and attach some photos to your email.

This will allow us to understand the problem and provide you with a solution as quickly as possible.

You will find measurements on our website, on the product pages, provided to help you.

XS corresponds to a size 34, S to a 36, ​​M to a 38, L to a 40 and XL to a 42.

If you still have doubts, you can contact us at help@barnie.com or via our contact form.