FAQ - Find the answers to your questions!
ITEMS
What size to choose?
Each model has its own measurements depending on the cut. You can find exact item measurements by clicking on "size guide" on each product page on our site.
A size correspondence table and sizing advice are also available to better guide you.
Please note that due to our semi-artisanal manufacturing process, dimensions may sometimes vary slightly.
What is the size correspondence at Acquaverde?
Most of our jeans, pants and shorts are offered in sizes ranging from 23 to 34. So, if you are a size 36 in France, you will need a 26 with us. This type of format allows us to offer half sizes for people who are often between two sizes.
Other stockings are available in sizes 0 to 5.
Do not hesitate to refer to the size correspondence table and to consult the specific measurements of each product, available in the “size guide” section on the product pages.
The item I am looking for is no longer available, what should I do?
We're sorry if you can't find what you're looking for!
Please note that for our best-sellers and timeless pieces, stock is renewed throughout the year, and that for certain collector's pieces, new stock may be available during the season.
On the product pages, you have the option to register to receive an email notification when the size and color of the desired reference will be back in stock.
You can also write to us via the contact form or directly to our email address hello@acquaverde.com if you need specific information.
I am looking for a reference that is not available on the site, what should I do?
You can write to us via the contact form or directly to our email address hello@acquaverde.com to obtain more information about the reference you are looking for. For a more efficient response, please indicate the reference, size and, ideally, the color you would like to have there.
Is it possible to check the availability of items in a physical store?
The Acquaverde.com site operates independently, so it is not possible to check the availability of items in a store or make a pickup reservation in a physical store.
Can I make a return to a physical store?
Internet orders can be returned exclusively through our website and your Acquaverde.com account. The return costs 6.50 euros in mainland France, Andorra and Monaco.
How to be informed of launches, offers and sales?
We suggest you subscribe to our newsletter (at the bottom of the page) to keep up to date with the latest news. This is the preferred means for official brand communications.
SHOPS
Is there a physical Acquaverde store?
Currently, there is only one official Acquaverde store, at 103 Rue Saint-Dominique, 75007 Paris, open Tuesday to Saturday. For more information, please consult the link or call directly on the store's telephone number: 01 45 51 11 59.
You can also find our brand through other distributors in France and abroad. For more information, contact us .
ORDER
How do I know if my order has been placed?
Once your order has been validated, we will send you a confirmation email - to the email address you provided - with your order number and a summary of your purchase. Please also check your spam folder.
If you have created a customer account, you can also find your orders in your personal space, under the "orders" tab.
If within the next hour you still have not found it, do not hesitate to contact us.
Can I modify or cancel my order?
You have the option to modify or cancel your order until it has been packaged and shipped.
To change or cancel your order, please contact the customer service team . The latter is available and will happily help you make your changes before your order is shipped.
Where is my order ?
You can track the status of your order in your customer area.
You will also receive a notification at each stage of preparation and delivery, with a tracking number, so that you can follow the progress of your order while it is in the hands of our delivery service provider.
I received an item different from the one I ordered, what should I do?
Please contact us via the contact form (click here ) or write to us at hello@acquaverde.com specifying your order number. Please indicate the error and the item received and, if possible, attach photos.
We will inform you as soon as possible of the next steps.
DELIVERIES
What is the price of delivery?
The delivery price is calculated automatically at checkout.
Delivery is free in France, Andorra and Monaco from 100 euros of purchase.
Also, delivery is free from 200 euros of purchase if you are in Belgium, Germany, Luxembourg, Netherlands, Austria, Denmark, Finland, Ireland, Italy, Poland, Portugal, Spain, Sweden, Gibraltar, San Marino, United Kingdom, Guernsey, Isle of Man and Jersey.
For purchases over 300 euros, delivery is free in Bulgaria, Croatia, Czechia, Estonia, Greece, Hungary, Latvia, Lithuania, Romania, Slovakia, Slovenia, Liechtenstein, Norway, Switzerland Show less
And for all other countries and regions where we ship, delivery will also be free above certain amounts.
What are the delivery times ?
Please allow a standard processing time of up to 2 business days before shipping.
Orders placed after 1 p.m. may be processed the next business day and orders placed on weekends and public holidays are processed the next business day.
Delivery time after shipment varies depending on destination and will be indicated at the time of ordering. For mainland France, this time is approximately 2 working days.
Do I have to pay taxes and customs fees if I live in a country without a free trade agreement with France?
Taxes and customs duties are included in the price of the products.
Can I get a tax refund for my online purchases?
Tax refunds are only available for purchases over 100 euros made in our physical store.
For online orders, taxes are not refunded, but prices shown include customs duties for countries where such duties must be paid.
My package was delivered to another relay point, what should I do?
It may happen that, for exceptional reasons (temporary closure of the delivery point or other), your package is delivered to another address. In this case, we will not be able to modify the relay point. If you are not able to collect your package within the time communicated to you by the carrier, it will be returned to us and a new delivery will have to be scheduled, which will slightly extend delivery times.
My package is no longer available at the relay point, what should I do?
Deliveries to relay points are available for a specific period, communicated in advance by the carrier. If you do not collect your package within this period, it will be returned to our offices. A new shipment will be scheduled and billed to your account.
For any other eventuality, please contact us explaining the situation via the contact form (click here ), on hello@acquaverde.com or, Monday to Friday from 10 a.m. to 1 p.m. and from 2 p.m. to 6 p.m., on our telephone line +33 1 49 15 95 21.
RETURNS
How to make a return ?
Please follow the following procedure to obtain a return authorization:
- Log in to your Acquaverde account and navigate to the “Orders” page
- Request a return authorization
For returns from France, Andorra or Monaco:
- After authorization of the return, a slip will be sent to you to drop off the package at a post office.
- Returns have a cost of 6.50 euros, which will be deducted upon refund.
For International returns:
- Customers not residing in France must assume the costs associated with the return of packages and organize the return with their local post office at the address 100 Avenue du General Leclerc, Lot 14 WALCOTT. 93500, Pantin, France. Additional information to add to your shipment: Telephone: +33 1 49 15 95 21. E-mail: hello@acquaverde.com .
- For added security, please insure all your packages and obtain a tracking number.
To make a return the following conditions must be respected:
- The return must be made 14 days after receipt of the package – at the end of this period you will no longer be able to return the items
- The item must be in its original condition, therefore unused and unaltered, must not have been washed
- All original tags must still be attached to the clothing
- No trace, stain or any other mark of use which would make the product unfit for sale must be found on the item.
We are not responsible for loss or damage caused during return.
If you placed an order as a guest, you must create an Acquaverde account to request and manage the return yourself. If you prefer not to create an account, you can also contact our customer service , who will happily help you return the product(s) in question.
After quality control and approval of the returned merchandise, Acquaverde will issue a refund to your original payment method and send you a confirmation email. Please note that the refund processing may take up to 14 working days and that the return shipping costs (6.50 euros) will not be refunded for shipments from France, Andorra and Monaco.
How to make an exchange?
Acquaverde does not offer direct exchanges on the website. Please return the affected merchandise for a full refund and then order the product(s) of your choice as soon as possible.
To carry out an exchange it must be carried out in 2 stages:
- Follow the return procedure (the explanation of this process is indicated in the question “How to make a return?”)
- Place a new order with the desired product.
My part is defective, what should I do?
In advance, we are sorry about this situation. Please contact us by email at hello@acquaverde.com specifying the order number. For faster support, add photos of the part and defect and include your phone number.
INTERVIEW
How do I care for and wash my Acquaverde clothes?
Each item has its own washing and maintenance instructions depending on the type of material, among others. Please see the product label for more information.
PAYMENTS
What payment methods are accepted on Acquaverde.com?
Customers can make their payments by Visa, Mastercard or American Express bank cards, as well as via PayPal, Shop Pay, or in installments free of charge with Alma.
What is the minimum amount to pay in installments?
Payment in installments via Alma is available from a minimum purchase amount of 150 euros.
PERSONAL ACCOUNT AND DATA PROTECTION
What is the purpose of creating an account on Acquaverde.com?
This will allow you to track and see the status of your orders, as well as manage any returns.
What is your Personal Data Protection policy?
You can consult our privacy policy on this page: https://acquaverde.com/pages/politique-de-confidentialite
