F.A.Q

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

To create your BARNIE account, go to the homepage of our website and select the "My account" section from the dropdown menu. You can then create an account by entering your email address. A login code will then be sent to you.

You can update 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. You will simply need to fill in your contact and delivery details when finalising 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 our homepage, at the bottom right.

Subscribing to our newsletter entitles you to €15 off from €150 spent on our website (special offer code sent by email), within 15 days of your subscription. This offer cannot be combined with any other discounts on our website.

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

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

Once your order has been confirmed, you will receive a confirmation email with your order number and a summary of the items you have ordered. Don't forget 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 utmost to help you.

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

We sincerely apologise and understand your disappointment.

Adding items to your basket does not reserve them in our system — it is the payment that confirms 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 colour and size you want. You will then receive an email as soon as the item is available again.

Once your order has been confirmed, you can no longer modify or cancel it in principle.

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 utmost to help you.

You can sign up for back-in-stock alerts by visiting the product page on our website. You can then select the desired colour and your size, and confirm your alert registration.

An email will be sent to you as soon as the item is back in stock.

Your order amount will be charged as soon as it is confirmed on our website. You will then receive an order confirmation by email. You can access the invoices for your orders in your customer account.

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

1. Save 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 colour and size, then click on "Buy in 1-click". 

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

Then complete your details. They will be saved for your next purchase, so you will only need to do this step once! 

2. Pay for your purchases with ApplePay

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

Please note, however, that the order will be linked to your ApplePay identifier and not to the email address you usually use to log in to your account (if these addresses are different, of course). Your order may not appear in your customer account. You can then contact us so that we can link your recent order to your usual customer account.

3. Save your bank card on your browser

You can also save your bank card on your internet browser. 

Instalment payment is available from €150 of purchases, via our partner Alma. You have the choice between the following three options: 

- 2 instalments interest-free

- 3 instalments interest-free

- 4 instalments with fees (1.2%)

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

In the event of a return of one or more products from your order, the refund will reduce the amount of your upcoming instalments. If the amount to be refunded to you is greater than your upcoming instalments, the difference will be credited to your bank account. 

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

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

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

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

We are pleased to offer you free delivery on your order from €150 of purchases for delivery within mainland France and €200 for delivery to Europe, Switzerland, and overseas territories. These charges amount to €30 for the rest of the world.

For any order under €150, delivery charges to France are as follows:

• €4.50 for delivery to a Colissimo relay point or Mondial Relay,
• €7 for Colissimo home delivery,
• €9 for a Chronopost next working day home delivery if your order was placed before noon. An order placed on a Friday, Saturday, or Sunday will therefore be dispatched on Monday afternoon for delivery the following day.

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

Chronopost next working day home delivery charges to France are free from €250 of purchases (excluding launch period).

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

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

We recommend that you ask your neighbours or visit the nearest post office to your home. Indeed, if you were absent, the postman may have left your parcel there. Furthermore, it sometimes happens that your parcel is marked as delivered but the postman only actually delivers it the following day.

We therefore advise you to wait 24 hours. If, after this period, you have still not received your parcel, please contact us at help@barnie.com or via our contact form. We will do everything we can to help you.

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

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

We are truly sorry that your parcel was damaged.

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

If your parcel has not yet been prepared, we will be able to modify your delivery address.

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

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 receipt of your order to return the item(s) that do not suit you.
During the end-of-year holiday period, this deadline is extended up to 7 January for any order placed from 18 November onwards.

Items must be returned with their labels 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 with which you placed it. You will then have the choice between three options:

- An exchange: for the same product or any other (subject to available stock). Return postage will be free of charge. The delivery costs for the new order will be at your expense and payable at the time of your return request. Dispatch of the new order will be triggered once the return parcel has been processed by our team. Product exchanges will only be possible once.

- A store credit: Return postage will be free of charge. A store credit in the form of a code will be sent to you by email once the return parcel has been processed by our team. It will be valid for 6 months across 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 drop off your return parcel at a Chronopost Shop2Shop collection point. It will be processed by our team within 5 to 7 working days from receipt of your parcel. The refund will be made using the same payment method that was used to pay for the order.  

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

Items must be returned with their labels attached, in their original packaging, and must show no visible signs of wear or use.

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 it. 

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

- A prepaid label will be made available to you. A flat fee of €7.90, related to the postage of this return, will be deducted from the product refund.

For returns from the rest of the world:

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

GROUPE BURLAT BARNIE – RETOURS
910 rue de Cantaranne
ZI de Cantaranne
12850 Onet-le-Château
France

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

The refund will be processed by our teams within 5 to 7 working days from receipt of your parcel. The refund will be made to the same payment method used to pay for the order.  

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

Despite all the care we take with the quality of our products, it can happen that an item has a defect.

You have 14 days from receipt of your order to report a problem with one of the items received. We invite you to declare your return via our dedicated portal.

You will then need your order number and the email address with which you placed it.

It is important to select "Defective or non-conforming item" as the reason for return. You will have the option to choose an exchange (if the item is available on our website), a store credit, or a refund. If you wish an exchange but the item is no longer available, we invite you to contact our Customer Service by email at: help@barnie.com.

Your return parcel will be processed within 5 to 7 working days of receipt at our workshops. We will then proceed, according to your choice: with an exchange, a store credit, or a refund of your item.

Once your return parcel has been received and checked by our teams, we will process your refund within 5 to 7 working days. An email will be sent to you as soon as it has been completed.

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

In the case of a payment in instalments via our partner Alma, the amount of your refund will be deducted from your upcoming instalments. If all your instalments have been paid or if the amount to be refunded is greater than your upcoming instalments, the amount will then be credited directly to your bank account.

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

For knitwear, we recommend a cold wash on a wool programme, with a measure of specialist liquid wool detergent and a gentle spin cycle (400 rpm). Then lay your knitwear flat to dry, away from light and heat.

Cashmere is a fibre that loves water.

Do not hesitate to wash your cashmere pieces frequently. This will even help to limit the appearance of pilling, which is a natural phenomenon caused by the friction of fibres against each other. It is not a sign of poor quality but is inherent to this beautiful material, cashmere.

In addition to frequent washing, we recommend using a pilling comb (or fabric shaver) sparingly to remove pills and restore your jumper to its original lustre.

We recommend a cold wash on a wool programme, with a measure of specialist liquid wool detergent and a gentle spin cycle (400 rpm). Then lay your cashmere piece flat to dry, away from light and heat.

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

In the event of a stain, you can spot-clean it and, if a machine wash is needed, we advise washing at 30°, inside out, with a gentle spin cycle.

Despite all the care we take with the quality of our products, a defect may occasionally be present. We are truly sorry about this.

If you encounter a quality issue with one of our styles, we invite you to contact our Customer Service at help@barnie.com or via our contact form.

Please remember to include your order number, the item concerned, the issue encountered, and to attach a few photos to your email.

We will then be able to review 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 are still unsure, you can contact us at help@barnie.com or via our contact form.