FAQ
Collections & Products
How do EtoilePro products fit?
Our products are true to size, so we recommend choosing your usual size. If you have any questions about sizing, feel free to reach out to our customer service team. We’re always here to help!
How should I care for my EtoilePro garments?
Our pieces are crafted with the highest quality standards to ensure durability and long-lasting wear. To keep them looking their best, follow these simple care tips:
- Wash at 30 degrees Celsius or lower
- Hang dry
- Use a low iron only when needed
- Measure the right amount of eco-friendly laundry detergent
- To keep your EtoilePro pieces in top condition, we recommend hanging or folding them when not in use to minimize creasing. If you've worn your activewear and can’t wash it immediately, be sure to let it dry completely before placing it in your laundry basket. Avoid leaving damp or sweaty items in bags or baskets for extended periods, as this can affect the fabric’s longevity and freshness.
- To help reduce impact on the environment, we recommend using a Guppyfriend washing bag.
How can I stay updated on new product releases?
Join our exclusive VIP list to be the first to know about new launches, collection previews, and other exciting updates.
The product I want is no longer available. What can I do?
As we operate a hybrid model that combines made-to-order and limited-stock production, our items can sell out quickly. If the product you’re interested in is out of stock, register your interest on the product page, and we’ll notify you as soon as it becomes available again.
Where are EtoilePro garments made?
Our garments are designed in France, using premium, sustainable fabrics sourced from Italy that meet the highest Oeko-Tex and Bluesign standards. All our garments are then handmade in Spain. We embed sustainability into every step of our process, ensuring the highest standards of quality and ethical production.
Does EtoilePro ship worldwide?
Currently, we deliver to mainland France, the UK, Germany, Italy, and Spain. We’re working on expanding our shipping to more countries soon. Join our VIP list to be the first to know when we launch in your region. [Link]. For more information, check our delivery terms here.
Gift Cards
Do EtoilePro gift cards have an expiration date?
Yes, our e-gift cards are valid for a minimum of 5 years from the date of purchase. After this period, any remaining balance on the card may expire. We recommend using your e-gift card before the expiration date to ensure you make the most of its value.
Are there any fees associated with EtoilePro gift cards?
EtoilePro does not charge any activation or inactivity fees on our e-gift cards. The full value of your e-gift card remains intact until you choose to redeem it. If any fees were to apply, we would clearly disclose them at the time of purchase.
Why does EtoilePro only offer e-gift cards?
We choose to offer e-gift cards only as part of our commitment to sustainability. By offering digital cards, we eliminate the need for plastic, packaging, and shipping materials, reducing our environmental footprint. E-gift cards are a more eco-conscious option, allowing us to support a greener planet while still providing the perfect gift for our customers.
Can I get a refund for my EtoilePro gift card?
Unfortunately, e-gift cards are non-refundable. However, if you used your e-gift card to purchase items and wish to return them, please refer to our return policy for more details on how to process your return.
What happens if my EtoilePro e-gift card is lost or stolen?
If your e-gift card is lost or stolen, please contact us at customer@etoilepro.com with your proof of purchase. If the card is still active, we will assist you in replacing it. Please note that EtoilePro is not responsible for lost or stolen e-gift cards if there is no proof of purchase.
Are there any restrictions on what I can buy with my e-gift card?
E-gift cards can be used to purchase any items available on the EtoilePro website. However, they cannot be used to purchase other gift cards.
Is VAT included in the e-gift card price?
No, VAT is not applicable at the time of purchase for e-gift cards. VAT will only be applied to the items you purchase with the e-gift card, in accordance with applicable tax laws.
Wishlist
What is our Wishlist system?
Our wishlist system allows you to express interest in an item you would like us to produce in
priority. Because we believe in sustainable production, we only create what you love. Once enough people have registered their interest, we send our products into production. This system
allows us to produce only what you want, helping us minimise waste, and produce responsibly.
Why is EtoilePro’s Wishlist model more sustainable?
Our model actively puts customers at the heart of our production system. By allowing our customer to show interest in a product, we can prioritise what goes to production. This allows us to responsibly produce, prevent overproduction, excess inventory, energy waste and minimise
our impact on the environment.
How does the Wishlist process work?
- Step 1: Browse our collection and let us know which items you love by registering your interest on the product page.
- Step 2: Provide your email address and size. We will let you know before everyone else when the product is in stock.
- Step 3: Once enough people have shown interest, we’ll begin production.
When will I be able to order the product?
Our product page will indicate when a product has gone into production and we will share regular updates on our VIP email and Instagram.
Do I need to pay upfront for an item?
No upfront payment is needed. You will only pay for your item when the product will be in stock
and when you proceed to the order.
How will I know when the product is in production?
Our product page will indicate when a product is gone into production and we will share regular updates on our VIP email and Instagram.
How will I know when my Wishlist item is available to buy on the website?
You will be notified by email as soon as the item becomes available for purchase. Please be
sure to sign up to the product wishlist.
Is my item reserved when I sign up to its wishlist?
Signing up to the wishlist does not reserve the item for you. However, once the product is in
stock, you will be notified before everyone else allowing you to order the items straight away.
Orders
Can I cancel or edit an order?
Once an order is placed, it cannot be edited or canceled due to our efficient processing system that ensures your order moves quickly through fulfilment. However, you are welcome to return items once they are delivered. For more details, check our delivery and return terms.
Will taxes or customs fees be charged?
Taxes and customs duties depend on your shipping destination. To see if they apply to your country, please refer to our delivery and return terms.
Are items in my basket reserved for me?
Items in your basket are not reserved. To secure stock, you must complete your purchase. Please note that, due to our low-stock business model designed for sustainability, items can sell out quickly.
How long will it take to receive my items?
Delivery times vary depending on the destination country. For detailed information on shipping times, please refer to our delivery terms.
Deliveries
Which countries does EtoilePro deliver to?
We currently deliver to mainland France, UK, Germany, Italy and Spain.
We will expand our distribution to further countries in the near future. Join our exclusive VIP list to be the first to know when we launch in your country.
What are the delivery times and costs?
If you place your order before 4pm CET, it will be dispatched the same day. Standard delivery times vary by country:
- Mainland France, Italy, and Germany: 2-3 business days
- Spain: 1-2 business days
- UK: 2-3 business days, depending on customs clearance.
We’re pleased to offer complimentary, standard shipping on all orders.
Does EtoilePro offer express shipping?
Yes, we offer express shipping to all the countries we deliver to. Orders arrive within 1-2 business days, and the cost is calculated and displayed during checkout. For Christmas delivery, please place your order by December 16th to ensure it arrives on time.
Taxes & Duties
Mainland France, Germany, Italy, Spain
Taxes are included in the price of the item. For most countries, the carrier will not require a duty fee for delivery. If you wish to return your order, taxes will be automatically refunded at the same time as your order.
United Kingdom
For all orders, taxes are included in the amount you pay when you place your order on our website but the carrier may ask you to pay the duties on delivery.
In the event of a return, we can't refund the costs paid at the time of delivery. If you need proof of a return, contact EtoilePro Customer Services.
Returns & Exchanges
Returns Eligibility
At EtoilePro, we take great pride in the exceptional craftsmanship and quality of our luxury dance and activewear. To ensure you are fully satisfied with your purchase, we offer the following return and exchange options under our carefully considered guidelines.
- Condition: Items must be returned in new, unworn, and unused condition. The items must be returned with all original tags attached, in its original packaging with all the accessories. Returns of items showing signs of wear, such as stains, odours, or damaged or altered fabric, will not be accepted.
- Trying On Items: For hygiene reasons, we kindly ask that you wear your own underwear when trying on leotards or other intimate apparel. We kindly ask you to try on items carefully, avoiding contact with makeup, lotions or perfumes.
- Timeframe: You must request a return within 14 days of the delivery date. Once your request is approved, you will have an additional 14 days to send the item back to us. Returns will not be accepted after these timeframes have passed.
- Final Sale Items: Certain items may be marked as Final Sale at the time of purchase. These items are not eligible for return or exchange.
Non-Returnable Items
For hygiene and safety reasons, the following items are non-returnable:
- Garments that have been worn, washed, or altered.
- Items without original tags or packaging.
- Products that have been personalised or customised.
Reporting Defects
If you receive an item that is defective or damaged upon arrival, please contact our Customer Care team by filling this form. within 7 days of delivery. We will gladly arrange for a replacement or full refund, provided the defect is reported within the stated time frame and verified upon return.
Exchange Policy
We are happy to offer exchanges for different sizes or colours, subject to availability. If you wish to exchange your item, please contact Customer Care within 14 days of receiving your order.
Items must meet the same condition requirements as outlined above to qualify for an exchange.
Returns Process
- Submit Your Return Request: Start by visiting our website and completing the online return form, where you will indicate the reason for your return and select your preferred pickup location. You can choose to have the item collected from:Your home, A friend or neighbour’s address.
- Receive Your Return Label: After submitting the form, we will review your request and send you a prepaid return label via email.
- Hassle-Free Pickup: Once you've received your return label, our premium shipping partner will arrange the pickup based on your selected location. Whether it’s your home or an alternative pickup point, we’ll make sure the process is seamless and on your schedule.
- Secure Packaging: Please ensure the item is packaged securely, including all original tags, packaging, and extras that came with your order and a copy of your return request. Attach the return label to the packaging.
Inspection and Approval
Upon receiving your return, our team will inspect the item to ensure it meets our return requirements:
- If the item passes inspection, a refund or exchange will be processed within 7–10 business days.
- If the return is declined due to signs of wear, damage, or failure to meet the above criteria, the item will be returned to you, and no refund will be issued.
Refunds
Refunds will be credited to the original payment method used during purchase.
Please note that shipping costs are non-refundable, except in the case of defective or incorrect items.
In cases where an item is returned without the original packaging or in a condition that does not meet our standards, a restocking fee of up to 20% may be applied.
Payments
What payment methods do you accept?
We accept Visa, Mastercard, Carte Bancaires, Apple Pay and Google Pay for secure and convenient payments.
Do you sell gift cards?
Yes, we sell e-gift cards. Redeemable online and valid for 5 years, they offer the perfect way to share a thoughtful and timeless present.
When will I be charged for in-stock items?
For in-stock items, you will be charged at checkout, and your order will be dispatched promptly.
What is your refund policy?
Once a refund has been authorised, we will process it within 14 days of receiving the returned item or proof of shipment. Please note that it may take an additional 3-7 business days for your bank to process and reflect the refund in your account, depending on your payment provider.