FAQ

We currently deliver to countries within the European Union.
Shipping is available to most destinations via home delivery or pick-up point.
You can find all details on our dedicated Shipping page.

Not at this time. Due to customs and administrative constraints, we are unable to ship outside of Europe.
We hope to expand soon to include the United Kingdom, the United States, and additional international destinations.
We thank you for your understanding and invite you to consult our Shipping page for further updates.

Yes. We offer complimentary shipping on all orders over 250€ (VAT included) in eligible European countries.
You will find full details on our Shipping page.

– Pick-up point (France, Spain, Germany): 5€
– Home delivery in most EU countries: 10€
– Extended EU destinations (e.g., Greece, Norway, Slovenia): 15€
The exact cost will be shown at checkout. For more information, please visit our Shipping page.

Orders are prepared within 1 to 3 business days, then delivered in 2 to 5 working days depending on your location.
You will receive a tracking link once your order has been shipped.
Full details are provided on our Shipping page.

Yes, for select destinations. If your address is eligible, the option will appear automatically at checkout.
More information is available on the Shipping page.

Yes. JOLY organises pop-up events a few times per year, most often in summer and winter. These are an opportunity to discover our collections in person and meet the team behind the brand.

New collections are typically launched first at our pop-ups, as an exclusive preview. Items will become available online a few days later.

Dates and locations of future pop-ups are announced via our newsletter, La Lettre d’Allure. We encourage you to subscribe to stay informed.

No. All orders placed online must be returned using our digital process.
Only items purchased directly at a pop-up may be returned on site, and within the conditions communicated at the time of purchase.

Items available for pre-order display a closing date and an estimated shipping date on their product page.
If your order contains both in-stock and pre-order items, the order will be shipped once all items are ready.

If you require an in-stock piece for a particular occasion, please contact us at customerservice@madeleinejoly.com.
We will be pleased to send the in-stock item separately, at no additional cost.

Some garments are produced only after your order has been placed. These are often crafted in limited, noble or hand-finished fabrics and are created with the intention of avoiding overproduction.
When an item is marked “Made to order – allow 3 to 4 weeks”, it will be shipped within a maximum of one month, depending on the workshop’s schedule and capacity.

Visit our Returns & Exchanges page.
Complete the return form and create an account if you have not already.
You will receive a prepaid return label along with instructions.
Drop off your parcel with the designated carrier.
We will notify you once your return has been received and your refund has been processed.

You may return your purchase within 15 days of delivery. Items must be returned in their original condition, unworn and with all tags attached.
Further details can be found on our Returns & Exchanges page.

Please first check your spam or promotions folder.
If needed, kindly write to us at customerservice@madeleinejoly.com, and we will resend it promptly.

We do not currently offer direct exchanges.
Should you require a different size or style, please return the item and place a new order.
Once your second order is confirmed, we will be happy to refund your second shipping cost (EU only).
More information is available on the Returns & Exchanges page.

No. Please return each order separately using its designated label.
Combining returns may delay processing.

Return parcels generally take 3 to 7 working days to arrive.
Once received, returns are processed within 5 business days and refunds are issued shortly after.
You will receive an email once your return has been confirmed.

Yes, please allow up to 5 working days for our team to process and validate your return once received.

– Returns within the EU: approximately 10€
– Returns outside the EU (coming soon): the return cost will match the original shipping fee and will be deducted from your refund.
All return conditions are detailed on the Returns & Exchanges page.

We use Shopify Payments, which supports the following payment options:
– Visa, Mastercard, American Express
– Apple Pay, Google Pay
– Shop Pay

Your payment is encrypted and secured.
More information is available on the Shopify Payments info page.

We release four drops per year — Spring, Summer, Autumn, and Winter.
Each drop is produced in limited quantities to preserve the uniqueness and quality of each piece.
Drops are first announced in our newsletter, La Lettre d’Allure.

When a pop-up is organised (usually one in summer and one in winter), the collection will be presented first at the event, as an exclusive preview before being made available online.

We recommend consulting the size guide available on each product page.
If you are still unsure, please write to us at customerservice@madeleinejoly.com and we will be happy to assist you personally.

Yes. We are delighted to design special pieces for weddings, baptisms, and other meaningful moments.
Please contact us to discuss your needs — we will do our best to accommodate your request.

An additional fee will apply to reflect the development of a bespoke pattern, the sourcing of new materials, or other specific adjustments.
Final details and pricing will be shared following our initial conversation.

At JOLY, we focus on how and by whom our garments are made — rather than where.
We partner with expert ateliers that combine traditional techniques with modern, respectful working conditions.
Each fabric is carefully selected for its history and quality, and every piece is the result of true craftsmanship.

We do not offer seasonal sales. Our prices are set to reflect the time, skill, and attention invested by our artisans and partners.
Discounting these garments would not be in line with our values.

However, we may occasionally hold archive or sample sales. These exclusive opportunities are announced via our newsletter, La Lettre d’Allure.
To be informed first, we invite you to subscribe.