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Q&A


ORDERS


HOW DO I PLACE AN ORDER?


You may place an order directly on the website by selecting the color and size options on any given product page. When you put items into your cart, you’ll see a little shopping bag icon on the top right of your screen. Once in your cart, you can enter any promotional codes you may have and click on "proceed to checkout" to confirm your cart contents.

Once you’ve confirmed your selection, complete your purchase in 3 steps:

  • Step 1: Create an account. If you have an account, sign in and your personal details will appear to speed up the purchase process.
  • Step 2: Delivery. During this step, you enter your billing and/or delivery address (if it is different). If you have an account, this information is already filled in for you..
  • Step 3: Payment. Enter your payment card details. Don’t forget to agree to the terms and conditions of the sale to validate your purchase. 
    Once your payment has been verified, your order will be confirmed. Your account will only be debited after your order has been dispatched.


HOW CAN I BE SURE THAT MY ORDER HAS BEEN RECEIVED


You will receive an email confirmation after your order has been placed. The email will contain all the details of your order and should be kept for your records. You can also check the status of your order at any time by signing into your account. On occasion, item(s) may go out of stock during the checkout process. Your ordered item(s) become(s) the out of stock; we will notify you by email before sending your order.


HOW SOON WILL MY ORDER BE PROCESSED


Online orders are processed Monday through Friday, excluding holidays. All express orders that we can confirm by 12:00 pm EST, Monday through Friday, will be processed the same day. Ground orders will be processed within 1 to 3 business days. This does not include orders placed on the weekends or bank holidays. Please allow an additional business day to process.


CAN I CANCEL MY ORDER


To modify or cancel an order, please contact US agnès b. Customer Service (customer.service@agnesb.us) within 2 hours of placing your order. After the 2 hour window, we cannot guarantee that your request will be granted. You may reach US agnès b. 

Customer Service by dialing 1-888-agnesb2 Monday through Friday from 10:00 am to 5:00 pm EST.



DELIVERY


WHAT COUNTRIES DOES AGNÈS B. DELIVER TO?


We can only deliver within the United States and Canada.


Canadian customers are responsible for import duties and taxes. Duties and taxes are not included in the total at checkout. They are determined by the customs agency within the destination country. Although charges are not always incurred, assessment of duties and taxes will be based on the value of the order and the tax-free threshold, if it exists, for goods imported into the destination country. Payment of any duties and import taxes is the responsibility of the recipient, and these fees are collected at the time of delivery. 

 All orders shipped internationally are final sale.


 If your delivery address is in one of the following countries, head to www.agnesb.fr (French language):


  • FRANCE 
  • BELGIUM
  • SWITZERLAND
  • Luxembourg

If your delivery address is in the United Kingdom, head to www.agnesb.co.uk.

If your delivery address is elsewhere in Europe (European Union and Switzerland), head to www.agnesb.eu (site in English). Delivery is to the following countries:


  • GERMANY
  • AUSTRIA
  • BELGIUM
  • BULGARIA
  • CYPRUS
  • DENMARK
  • SPAIN
  • ESTONIA
  • FINLAND
  • FRANCE
  • GREECE
  • HUNGARY
  • IRELAND
  • ICELAND
  • ITALY
  • LATVIA
  • LITHUANIA
  • LUXEMBOURG
  • NORWAY
  • THE NETHERLANDS
  • POLAND
  • PORTUGAL
  • CZECH REPUBLIC
  • ROMANIA
  • SLOVAKIA
  • SLOVENIA
  • SWEDEN
  • SWITZERLAND


WHAT ARE MY DELIVERY OPTIONS AND COSTS?


Below is a list of delivery times for each country/region where we deliver from the United States and Canada.
All orders are delivered by UPS.
We ship all orders without Signature Guarantee Service.
If you'd like to send your order with signature, please contact US agnès b. Customer Service by email (customer.service@agnesb.us) or by dialing 1-888-AGNESB2 Monday through Friday from 10:00 am to 5:00 pm as soon as you place an order.

If you would like to schedule a delivery intercept, reroute your package, or attempt redelivery, you will be responsible for the associated charges.
We also recommend enrolling in UPS My Choice®. It's free and easy and will allow you to manage your deliveries.

Please note that agnès b. will not be liable for any lost/stolen shipments that do not have a signature requirement.
The customer is responsible for providing the correct mailing address. Please be certain your address is correct regardless of your ordering process, before finalizing your order. We cannot be responsible for goods delivered to the wrong address.

On packages without signature requirement or other instruction, UPS drivers are permitted, at their discretion, to not leave a package on a doorstep/stoop if they deem the location unsafe for release.
Please be advised, agnès b. US does not recommend the use of freight forwarders and cannot be held responsible for shipments post-delivery to these addresses.


Please note we do not deliver to P.O. boxes, APO, FPO, Guam, Palau, Northern Mariana Islands, American Samoa and the Federated States of Micronesia. 


UPS Ground (US)- $9.00

Delivery occurs in 3 to 5 business days (within the contiguous US).

UPS Second Day (US) - $22.00

Delivery occurs in 2 business days.

UPS Worldwide (Canada) - $29.00

Delivery occurs in 2 to 4 business days. 

(Duties and taxes are not included in the total at checkout).


HOW CAN I CHANGE OR ADD A DELIVERY ADDRESS?


agnès b. cannot change or alter the delivery method once shipped. If you would like to change your delivery address, please contact US agnès b. Customer Service (customer.service@agnesb.us) within 2 hours of placing your order. After the two hour window, we cannot guarantee that your request will be granted. You may reach US agnès b. Customer Service by dialing 1-888-AGNESB2 Monday through Friday from 10:00 am to 5:00 pm.


HOW CAN I TRACK MY ORDER?


When your order is ready, it will be dispatched to the delivery address you’ve chosen.

Then, when your order is ready, it will be dispatched to the delivery address you’ve chosen.

When your order is dispatched, you’ll receive an email confirming that your order has been sent, with a link to the courier’s site to show your order’s progress. You can access your current or past orders at any time by signing in to your account ("my account") at the top right of the screen. Once you’ve signed in your account, click on "my order." This is how you can check on your order status.

If you can’t find the info you’re looking for, please contact Customer Service.

To contact agnès b. Customer Service:


MY ACCOUNT & DETAILS


HOW CAN I CREATE MY ACCOUNT ON THE AGNÈS B. SITE?


On the agnès b. home page, click “my account.” Next, you will enter personal information including your email address, billing, and shipping information. Please be sure to verify all information before saving.


HOW DO I SIGN IN TO MY ACCOUNT

To sign in to your account

  • click on "my account" at the top right of your screen
  • select "log in"
  • enter your email and password

  • Lost your password?


    Click on "forgot your password" under the password field in the sign-in window. A new window will open to help you request a new password once you have entered your email address. You will then receive an email helping you set up a new password.


    HOW DO I SUBSCRIBE TO THE NEWSLETTER?


    You can sign up for the newsletter to receive updates and special offers straight to your email inbox. To subscribe, click on Yes, I’d like to receive agnès b. updates and complete the required fields.


    HOW DO I UNSUBSCRIBE TO THE NEWSLETTER?


    You can access your subscriptions by signing into your account with the "my account" button at the top right of your screen.


    Once you’ve signed in, you can click on “MY SUBSCRIPTIONS” and unselect the box “I would like to receive news from agnès b.”


    HOW DO I EXERCISE MY RIGHT TO ACCESS PERSONAL DETAILS?


    In accordance with law n78-17 of January 6, 1978 regarding data protection and freedom of information, personal data collected on this site must be declared to the Commission on Information Technology and Liberties or CNIL (Commission Nationale de l’Informatique et des Libertés). Internet users have the right to access, modify, amend and remove any personal data collected on this website. This right can be practiced by sending an email request to: service.client@agnesb.fr.


    PAYMENT


    WHAT ARE THE MEANS AND CONDITIONS OF PAYMENT?


    We accept Visa, MasterCard, and American Express.

    If the card transaction is approved, the amount will be reserved immediately and you will receive an order confirmation to your email. If the credit card transaction is not approved, your order will be canceled. Please contact your bank or card provider if you have any questions about this. Your credit card is debited when your order is dispatched. You will be able to see this charge on your account at the latest 48 hours after your order is sent out.


    IS THE PAYMENT METHOD SECURE?


    All transactions are encrypted for your safety. Authorization servers are then consulted in order to verify the payment data and combat abuse and fraud. SSL encryption technology ensures the security of the data that you enter during the banking transaction.

    We are particulary careful about protecting our customers from credit and debit card fraud. 



    RETURNS / REFUNDS


    WHAT IS AGNES B. RETURN POLICY


    If the buyer is not completely satisfied with his/her online purchase, he/she can send it back for a refund.
     All items must be received by agnès b. within fourteen (14) days of the original delivery date. After fourteen (14) days of the delivery date, all items become a final sale. agnès b. will only accept products which are in new and unwashed condition with original labels intact.
    Final sale items cannot be returned or exchanged.
    The swimwear and lingerie are final sale.
    Items purchased at a discount of 50% or more are Final Sale and therefore not eligible for return or exchange.


    Upon fulfillment of the above conditions, agnès b. will reimburse the amounts paid by the buyer within thirty (30) days starting from the date of reception of the package by agnès b.


    Return at Store

    1. Go to "My Account / My Orders", select the order, and click "Returns / exchanges."
    2. Select the item(s) you would like to return/exchange.


    Return by mail

    Pack and securely seal the merchandise in the original package. Jewelry and shoes must be returned in original packaging. Ship return using carrier of your choice. We recommend insuring the package for the full retail value (as agnès b. is not liable for lost packages) and retaining your tracking number for reference. Address the package to: agnès b. Online Order Return 50 Howard Street New York, NY 10013 Go to "My Account / My Orders" to select the order and click "Returns / Exchanges." Select the item(s) you would like to return/exchange.


    HOW CAN I TELL IF AGNÈS B HAS RECEIVED MY PARCEL?


    We do not send an email of the acceptance of the return package. You will get notified once we process the refund. For more information about the status of your return, please contact agnès b. US customer service by phone at 1-888-AGNESB2 from Monday to Friday, 10 am to 6 pm (EST) or e-mail customer.service@agnesb.us.


    WHY WAS MY RETURN REFUSED?


    Your return may be refused for two reasons: It was received after the 14-day return period. The item (s) returned were deemed unacceptable and did not pass our quality inspection. Items that are not accepted for return will be shipped complimentary back to the sender. .


    MY ITEM IS DAMAGED, WHAT SHOULD I DO?


    You have 14 days to return faulty items. Following the return, if we confirm that the product is indeed flawed, we will send you a replacement. If your item is no longer in stock, your order will be refunded. For more information on returns, please read the following: How do I return an item?


    THE ITEM I RECEIVED IS NOT THE ONE I ORDERED, WHAT SHOULD I DO?


    If your order is not correct, please contact agnès b. US Customer Service by phone at 1-888-AGNESB2 from Monday to Friday, 10:00 am to 5:00 pm (EST) or email customer.service@agnesb.us. We will accommodate the return shipping. If the item you ordered is no longer available, your order will be refunded..


    ARE DELIVERY COSTS REFUNDED IF I HAVE TO RETURN AN ITEM?


    If you are returning an article for refund, you will be refunded the cost of the article(s) except the shipping costs. Once your article has been received by our warehouse, agnès b. will reimburse the amounts paid by the buyer within thirty (30) days starting from the date of reception of the package by agnès b. We will send you an email to notify you of your refund.

    To contact agnès b. Customer Service:


    HELP! I DON’T KNOW MY SIZE.


    You will find a "size guide" on each product page, which will help you decide which agnès b. size you are depending on your measurements or on international sizes. Once you have learned your size, you can place an order.


    WHAT ABOUT CARE INSTRUCTIONS?


    You will find care instructions on each product page under the tab "care instructions" below the product image. If no particular care instructions are given, it means that the item does not require specific care.


    CUSTOMER SERVICE


    HOW DO I CONTACT AGNÈS B. CUSTOMER SERVICE?


    To contact agnès b. Customer Service:


    STORE INFORMATION


    HOW CAN I FIND A STORE?


    To find our stores in the US and abroad, you can click on "our store" on the top right of your screen.


    BRAND COMMUNICATION


    HOW CAN I KEEP UP WITH AGNÈS B. NEWS?


    To stay up-to-date with the world of agnès b., you have several options:


    -    Newsletter: get the latest news and promotions directly by e-mail.


    -    Social networks


    I’D LOVE TO WORK AT AGNÈS B., WHERE DO I START?


    If you would like to apply for a job at agnès b., check out the careers section on our official site: careers section


    You can also get agnès b. updates on our Linkedin page here: https://www.linkedin.com/company/agnes-b.


    HOW DO I CONTACT THE AGNÈS B. GALERIE DU JOUR?


    If you would like to get in touch with our art gallery - galerie du jour - we suggest you visit the website. To access the galerie du jour site, click here: galerie du jour site


    I’M AN INDEPENDENT CONTRACTOR: HOW DO I GET IN TOUCH WITH SOMEONE AT AGNÈS B. ?


    To get in touch with us, we suggest you send an email using the contact form provided and selecting the reason for contact. To access this contact form, click here: contact form


    WHERE CAN I FIND AGNÈS B. BEAUTY PRODUCTS?


    L’Oréal has closed Le Club des Créateurs de Beauté, which made and distributed agnès b. beauty products. These are no longer available for sale from the end of June 2014. But “ce n’est qu’un au revoir”!