FAQs
All our products sold at www.celine-marie.com are uniquely handcrafted in our atelier in Amsterdam, the Netherlands, fusing innovative craftsmanship with traditional couture techniques. Therefore, please allow up to 3-5 weeks production time for your garment before it is dispatched as we do not carry any stock. As we aim for zero fabric waste, we use beautiful French reclaimed laces in the most sustainable way by individually re-creating each lace design in the most economical way. Please note that no garment is identical but carries the same DNA, look and feel. Thank you!
ORDER PROCESS
I WOULD LIKE A MADE-TO-MEASURE BRA. HOW DOES A BESPOKE ORDER WORK?
Before committing to a bespoke order, we always offer an initial free and non-binding consultation appointment via phone or video call to discuss your project. After agreeing on an overall product and design direction based on our collection, we kindly ask you to pay a non-refundable deposit which represents 50% of the total value before we can start working on your bespoke garment(s). As we currently cannot offer 1-1 fittings, we will create a prototype based on your provided measurements which you can try on yourself in the comfort of your own home. After evaluating and adjusting the final fit based on your comments and preferences, we will create your final garment(s) after receiving the rest of the payment.
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Please contact us via email at bespoke@celine-marie.com to receive a quote and more pricing information.
HOW CAN I PROVIDE MY MEASUREMENTS FOR A BESPOKE ORDER?
After our initial appointment, we will send you a form with all the measurements required to create a custom made set of lingerie tailored to you. It is very important to measure accurately and provide true size specifications. Do not send smaller or larger measurements as this may compromise fit and we are not able to take charge for this type of negligence.
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We created a helpful guide with instructions how to measure yourself correctly and accurately, find it here.
YOU OFFER BESPOKE LINGERIE; DO YOU WORK WITH ALL SIZES?
As we are a young brand, our current core sizing range for bras goes up to a E-Cup (equivalent to DD in some countries). For briefs, bodies and other accessories we offer sizing up to an Extra Large for specific styles.
We are planning to extend and grow our current size offer in the future, but unfortunately cannot create true fuller bust bras above an E-Cup at this very moment. Thank you for understanding. If you are unsure, whether your size falls into this category, we are more than happy to arrange an appointment for a bespoke request and discuss any possibilities.
CAN I ADD SOMETHING TO MY ORDER I JUST PLACED?
Yes, as long as we haven't shipped your first order.
As our production time can take up to 3-5 weeks or less, depending on the volume of orders we receive, you can simply email us at customercare@celine-marie.com in order to find out the status of your pieces. If they have not yet been shipped, simply place another order with the additional items you wish to buy and enter a free shipment voucher at the check out process to avoid double charge of delivery cost.
I CHANGED MY MIND, CAN I STILL REVIEW OR AMEND MY BESPOKE ORDER?
It's okay, we all do at times. During our consultations, we will ensure you are happy with all your decisions and choices. However, if you do happen to change your mind or feel uncertain about anything, do not hesitate to contact us immediately to find out the status of your bespoke order. We will do our best to take your feedback into consideration if your garment is still under development.
PAYMENT METHODS
WHICH PAYMENT METHODS DO YOU ACCEPT?
All payments are securely processed by Paypal and our card provider, allowing you to pay via the options below:
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Accepted Credit Cards:
VISA, Master Card, American Express, Discover, JCB, Diners etc.
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Accepted Debit Cards:
Visa & MasterCard.
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Paypal
DELIVERY
DO YOU SHIP WORLDWIDE?
Yes, we ship worldwide. However, we truly apologise that geographical location and carrier availability can restrict our service. Please read our delivery policy for more information.
I WOULD LIKE TO BUY YOUR LINGERIE BUT I NEED IT WITHIN 7 DAYS -
IS THIS STILL POSSIBLE?
Unfortunately, we cannot ship within such a short time frame, as all orders are made upon request and we do not carry in-house stock. However, we offer an express service for an additional fee which guarantees delivery within 16 days of your order date. The fee is calculated by a 30% surcharge of the total product value plus an additional express shipment charge depending on your location. Simply mention "Express Shipment" at the check out process in our Comment section or contact us immediately via email at customerservice@celine-marie.com after placing your order.
MY ORDER IS A GIFT - WHAT DOES YOUR OUTER PACKAGING LOOK LIKE?
All our orders are beautifully wrapped in tissue paper and black satin ribbon and arrive in our signature branded black box. We dispatch all our orders in an anonymous and discreet outer packaging which solely shows our address label. Nowhere does it state the garment price or paid amount.
IS YOUR PACKAGING SUSTAINABLE?
Yes! Both tissue paper and box are made from 100% recycled materials and are compostable. Our black satin ribbon can be reused for gift wrapping and is made from renewable cellulose fibre which is biodegradable.
CARE INSTRUCTIONS
HOW SHOULD I WASH MY LINGERIE?
Please handle your garment with care. We advise not to put your items in the washing machine but instead, gently hand wash individually in warm water with neutral soap. Do not dry in a dryer, direct sunlight or directly on a heat source.
WHERE SHOULD I STORE MY LINGERIE?
Due to their delicate nature, we recommend to keep your garments in the original packaging to avoid any damage caused by rubbing against other rough surfaces or textiles. Please fasten your hook & eye closures to avoid catching onto the delicate laces or fine meshes. If you store garments on clothing hangers, avoid storage in direct sunlight to prevent discoloration.
RETURNS
CAN I RETURN ANY PRODUCT?
You can only return products purchased in our core sizing range within 14 days of arrival under the following conditions: Please ensure all items are in their original condition and packaging, without stains or odeurs. When trying on your briefs, make sure you are wearing them over your own lingerie.
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​Unfortunately, we cannot accept returns of bespoke orders as these garments are made to a client’s specific measurements. Please ensure you provide the correct measurements when requesting your made-to-measure garments. Thank you for understanding.
THE ATELIER
WHERE IS YOUR ATELIER?
We recently relocated our atelier from Amsterdam into a beautiful scenic area in the very South of Germany. We design, develop, sew and finalize all our garments exclusively here.
CAN I VISIT YOUR ATELIER OR SHOW ROOM?
Unfortunately, we cannot offer studio or showroom visits at this moment in time. However, we are more than happy to show you our collection via video call or discuss your ideas via phone. To arrange an appointment for a bespoke order, please contact us at bespoke@celine-marie.com.