FAQ - Find the answers to your questions!
Update date: 02/14/2025
ITEMS
What size to choose?
Each model has its own measurements depending on the cut. You can find the exact measurements of the items by clicking on "size guide" on each product page on our site.
A size chart and size advice are also provided to help you choose.
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 available in sizes from 23 to 34. So, if you are a 36 in France, you will need a 26 here. 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'm 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 bestsellers and timeless pieces, stock is renewed throughout the year, and for some collector's items, new stock may become available during the season.
On the product pages, you have the option to sign up to receive an email notification when the size and color of the desired reference is 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 any specific information.
I am looking for a reference that is not available on the site, what should I do?
You can write to us through the contact form or directly to our email address hello@acquaverde.com to get more information about the reference you are looking for. For a more efficient answer, please indicate the reference, size and, ideally, the color you want to have there.
Is it possible to check the availability of items in a physical store?
The Acquaverde.com website operates independently, so it is not possible to check the availability of items in a store or to make a collection reservation in a physical store.
Can I make a return in a physical store?
Internet orders can be returned exclusively through our website and your Acquaverde.com account. The return has a cost of 6.50 euros in France.
How to stay informed about 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 from Tuesday to Saturday. For more information, please visit the link or call the store directly on the phone: 01 45 51 11 59.
You can also find our brand with 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 you still haven't found it within an hour, please contact us.
Can I change or cancel my order?
You have the option to modify or cancel your order as long as it has not been packed and shipped.
To change or cancel your order, please contact our Customer Service team . They are available and will be happy to assist you with 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 you can follow the progress of your order while it is in the hands of our delivery service provider.
I received a different item to 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
How much does delivery cost?
The delivery price is calculated automatically at checkout.
Delivery is free in France for purchases over 100 euros.
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, Andorra, Monaco, Sweden, Gibraltar, San Marino, United Kingdom, Guernsey, Isle of Man and Jersey.
For purchases over 300 euros, delivery is free in Bulgaria, Croatia, Czech Republic, Estonia, Greece, Hungary, Latvia, Lithuania, Romania, Slovakia, Slovenia, Liechtenstein, Norway, Switzerland Show less
And for all other countries and regions where we ship, shipping will also be free from certain amounts.
What are the delivery times?
Please allow a standard processing time of up to 2 business days before shipping.
Orders placed after 1pm may be processed the next business day and orders placed on weekends and holidays are processed the next business day.
The delivery time after shipment varies depending on the destination and will be indicated at the time of placing the order. For Metropolitan 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 on 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 change the relay point. If you are unable to collect your package within the time frame 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 the 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 during 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 ), at hello@acquaverde.com or, from Monday to Friday from 10 a.m. to 1 p.m. and from 2 p.m. to 6 p.m., at our telephone line +33 1 49 15 95 21.
RETURNS
How to make a return?
To make a return the following conditions must be met:
- The return must be made within 14 days of receipt of the package – after 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. The Customer therefore undertakes to take careful care of the item ordered in order to avoid any damage to it, such as wearing jewelry that could tear it.
- Must be in its original packaging and wrapping
- Please note that items purchased on final sale* cannot be returned.
- We are not responsible for loss or damage caused during return.
- All original tags must still be attached to the garments
- No trace, stain or any other mark of use which would make the product unfit for sale must be found on the item.
Final sales* are for underwear and personal care products.
Returns to France:
Returns for France are charged 6.50 euros. This amount will be deducted from your refund.
To make a return:
- Download your return label from your customer area.
To log in to your customer area, go to our website and look for the "account" button at the top right of the page. Enter your email address and we will send you a login code. You will then be able to find your orders and download a return label for the order in question.
- Close your package and stick the indicated part of the return label on your shipment.
- Drop off your package at the post office.
- Keep your proof of deposit - No action can be taken in case of loss without proof of deposit -.
International Returns:
Customers who are not residents of France are responsible for the cost of returning packages and arranging the return with their local post office.
To make a return:
- Please confirm that all return conditions are met.
- Arrange the return with your post office.
Send the package to the following 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. Email: hello@acquaverde.com
- Please return international packages by standard mail via your country/region's local carrier. For added security, please insure all packages, obtain a tracking number, and retain your proof of postage.
We are not responsible for any loss or damage occurring during return.
For assistance, you can contact us at the telephone number +33 1 49 15 95 21 or via e-mail at hello@acquaverde.com.
Refunds:
- 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 refund processing may take up to 14 business days.
- Please note that shipping charges, if applicable, are non-refundable.
- For returns made from France, the return costs (6.50 euros) will be deducted from your refund.
How to make an exchange?
Acquaverde does not offer direct exchanges. Please return the affected merchandise for a full refund and then order the product(s) of your choice as soon as possible.
To make an exchange, this must be done in 2 stages:
- Follow the return procedure above
- Then place a new order with the desired product.
My part is defective, what should I do?
We are sorry in advance for this situation. Please contact us via email at hello@acquaverde.com specifying the order number. For faster support, add photos of the part and the defect and indicate your telephone number.
INTERVIEW
How do I care for and wash my Acquaverde clothes?
Each item has its own washing and care instructions depending on the type of material, among others. Please consult the product label for more information.
PAYMENTS
What payment methods are accepted on Acquaverde.com?
Customers can make payments by Visa, Mastercard or American Express bank cards, as well as via PayPal, or in several installments without fees 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 your Personal Data Protection policy?
You can consult our privacy policy on this page: https://acquaverde.com/pages/privacy-policy
