FAQ
How can I tell if my order has been confirmed?
Once your order has been confirmed, you will receive a confirmation email. Be sure to check your spam folder if you don’t see it in your inbox. And if you don’t receive anything, please feel free to email us at info@tricotsjeanmarc.com.
Can I cancel or change my order?
As soon as your order is confirmed, it is immediately forwarded to our logistics team so that you receive your package as quickly as possible. Once the order has been picked up by the carrier, it can no longer be canceled or modified.
However, you can always contact us at info@tricotsjeanmarc.com. We will do our best to process your request for a cancellation or change, provided that the order has not yet been shipped.
If you were unable to submit your request in time, don’t worry: you have 14 days after receiving the package to return or exchange it.
However, you can always contact us at info@tricotsjeanmarc.com. We will do our best to process your request for a cancellation or change, provided that the order has not yet been shipped.
If you were unable to submit your request in time, don’t worry: you have 14 days after receiving the package to return or exchange it.
How much does shipping cost?
Shipping costs are automatically calculated when you confirm your order, based on the delivery destination. Shipping is free for orders of €200 or more in mainland France and Belgium. For orders below that amount, the shipping fee is €4 to a pickup point or €6 for home delivery for orders under €75, and €6 to a pickup point or €9 for home delivery for orders between €75 and €200.
For overseas territories and international orders, rates and delivery times vary by country. They are calculated at checkout.
For overseas territories and international orders, rates and delivery times vary by country. They are calculated at checkout.
I couldn't choose my pickup location
You select the pickup location at checkout. If you were unable to select one, please feel free to contact us by email at info@tricotsjeanmarc.com. We will let you know which pickup location has been assigned to you, and if necessary, we can change it for you.
I still haven't received my order
If your order has been shipped but is taking longer than expected to arrive, please don’t hesitate to contact us. We can check the status with the carrier and keep you updated on the situation.
I entered the wrong contact information when I placed my order
If you made a mistake in your contact information or shipping address, please contact us as soon as possible via email. That way, we can correct your information before printing the shipping label.
Can I pick up my order at the workshop?
Of course. Just select this delivery option at checkout, then let us know by email before you come by. Our workshop is open Monday through Friday, from 9:30 AM to 5:30 PM.
Do you accept returns and exchanges? What is your return policy?
Yes, returns and exchanges are accepted within 14 days of receiving your package. They are free for orders within France and Belgium. For orders from outside these countries, the customer is responsible for return shipping costs.
For more information on the return process, please see the “How do I return my order?” section of our FAQ.
For more information on the return process, please see the “How do I return my order?” section of our FAQ.
How do I return my order?
For any exchanges or refunds, the process is simple: send us an email at info@tricotsjeanmarc.com specifying whether you would like to exchange the item or receive a refund.
As soon as we receive your message, we will send you a return authorization. If you choose to exchange the item, we will set aside the item you want. All you need to do is send your package back to us, and we will process the exchange or refund as soon as we receive it.
As soon as we receive your message, we will send you a return authorization. If you choose to exchange the item, we will set aside the item you want. All you need to do is send your package back to us, and we will process the exchange or refund as soon as we receive it.
How long will it take to receive my refund?
A confirmation email will be sent to you as soon as your refund has been processed. This usually takes 1 to 5 business days after we receive your return.
Please note that it may take a few extra days for the refund to appear in your bank account. If this seems to be taking too long, please don’t hesitate to contact us.
During busy periods, such as holidays or vacation seasons, processing times may be slightly longer.
Please note that it may take a few extra days for the refund to appear in your bank account. If this seems to be taking too long, please don’t hesitate to contact us.
During busy periods, such as holidays or vacation seasons, processing times may be slightly longer.
My product seems to be defective. What should I do?
Occasionally, defective items may slip through our quality control process. If this happens, don’t worry: please contact us as soon as possible at info@tricotsjeanmarc.com. We will send you a return label and ship you a replacement item.
Do you have any stores?
We don’t have any physical stores, but you can visit our workshop directly or stop by one of our retailers. See the complete list of Tricots Jean Marc retailers here.
I purchased my item online. Can I return or exchange it in-store, or vice versa?
If you placed your order online, returns or exchanges can only be processed through our customer service department. Please contact us by email at info@tricotsjeanmarc.com, we will send you a return label. Once we receive the product, we will process the exchange or refund.
If you purchased your item in-store, please contact the store where you made your purchase directly to arrange a return or exchange.
If you purchased your item in-store, please contact the store where you made your purchase directly to arrange a return or exchange.
Do you have a size chart?
You'll find a size guide on each product page to help you choose the right size. If you have any questions, please feel free to contact us by email at info@tricotsjeanmarc.com or on Instagram @tricotsjeanmarc.
My product is out of stock. How can I find out if it will be back in stock?
When an item is out of stock, we recommend that you sign up to receive a notification as soon as it becomes available again. To do so, go to the product page and click the “Out of stock: Notify me” button.
You can also contact our resellers directly using the tool « Resselers » on our website.
You can also contact our resellers directly using the tool « Resselers » on our website.
What should I do if my package arrives damaged? / What if my item is damaged?
Our logistics teams take great care in preparing your orders and work with reliable delivery services. However, if your package arrives damaged, please check to make sure that all parts are present and intact.
If you notice any damage, please send us a few photos of the package and the affected items. We will provide you with a return authorization and reship the items as soon as possible.
If you notice any damage, please send us a few photos of the package and the affected items. We will provide you with a return authorization and reship the items as soon as possible.
How do I care for my products?
Our sweaters are made from natural materials: extra-fine merino wool for winter and cotton for summer. They don’t need to be washed after every wear; in fact, it’s better to air them out regularly and limit the number of washes. Generally, washing them once every six or seven wears is sufficient. For small stains, spot cleaning by hand with a little lukewarm water and mild soap is often sufficient.
When machine washing, select a delicate cycle at 20°C with a gentle spin cycle (600 RPM maximum), and turn the sweater inside out before washing. For cotton, a delicate cycle is ideal, while for merino wool, it’s best to use the cold wool cycle, always with a gentle spin. Dry flat, away from direct light, on a towel or drying rack, as the dryer or wet hangers may distort the knit. Ironing is possible for cotton, at the appropriate temperature and without pressing too hard, while for wool, it is rarely necessary; however, if needed, use a low temperature and a gentle setting to preserve the garment’s softness. For more tips, feel free to visit our page Care instructions.
When machine washing, select a delicate cycle at 20°C with a gentle spin cycle (600 RPM maximum), and turn the sweater inside out before washing. For cotton, a delicate cycle is ideal, while for merino wool, it’s best to use the cold wool cycle, always with a gentle spin. Dry flat, away from direct light, on a towel or drying rack, as the dryer or wet hangers may distort the knit. Ironing is possible for cotton, at the appropriate temperature and without pressing too hard, while for wool, it is rarely necessary; however, if needed, use a low temperature and a gentle setting to preserve the garment’s softness. For more tips, feel free to visit our page Care instructions.
Where do your materials come from?
We source our materials from the finest Italian yarn manufacturers, renowned for the exceptional quality of their yarns and the transparency of their production processes.
Where are your products manufactured?
All of our sweaters are made in our workshop in Clamart, in the Île-de-France region.
Can I track my order in real time?
Yes, absolutely. As soon as your order is confirmed, you’ll receive a confirmation email containing a Colissimo tracking number. Simply click on it to be redirected to the La Poste website and track your package in real time.
Can I have my order shipped to a different address (for a gift, vacation, etc.)? ?
Yes, you can certainly choose a shipping address that is different from your billing address. Just be sure to specify it when placing your order, before checkout.
What payment methods do you accept?
We accept payments by credit card (Visa, Mastercard, American Express), as well as via PayPal and Apple Pay (only from a smartphone).
Is the payment secure?
Yes, all payments made on our website are completely secure. Your data is encrypted and protected, and we do not store any banking information.
How are your products cut?
On each product page, you'll find a size guide designed to help you choose the right size. And if you're unsure, feel free to contact us—we'd be happy to help.
What should I do if I receive the wrong item?
We apologize for this error; it most likely occurred while your order was being processed. Please email us at info@tricotsjeanmarc.com : we will send you a return label and process the exchange promptly.
Can I exchange an item I bought on sale?
Yes, sale items can be exchanged under the same conditions as other items, within 14 days of receipt. However, since stock is limited during the sale, exchanges are subject to size availability. For any inquiries, please contact us at info@tricotsjeanmarc.com, we will send you a return label.
How can I tell if my return was received?
You can check the Colissimo tracking page to see if your package has been delivered to us. If you haven’t received a confirmation within a few days, please feel free to contact us at info@tricotsjeanmarc.com to follow up on your return.
Are your products certified or eco-friendly?
We place great importance on the quality and transparency of our materials. Our yarns come from the finest Italian spinners, renowned for their responsible practices. We also strive to minimize our environmental impact throughout the manufacturing process.
Why do your products cost this much?
Our products are crafted from high-quality materials sourced from the finest Italian yarn manufacturers and carefully manufactured in our workshop in the Île-de-France region. This expertise, combined with responsible production practices and meticulous attention to every detail, accounts for the price of our items.
I'm having a problem with the website. What should I do?
If you encounter any issues on our website, please feel free to contact us at info@tricotsjeanmarc.com specifying the problem you're having. We'll do our best to help you as soon as possible.