Les Racines du Ciel

FAQ

In order to best help you, below is a list of frequently asked questions. If you have other questions, don’t hesitate to contact us.

MANUFACTURING

HOW DO YOU CHOOSE THE MATERIALS FOR YOUR PRODUCTS?

We choose high quality materials whose manufacture respects people and the environment, as well as animals in the case of alpacas and silkworms.

HOW DO YOU ENSURE YOUR CLOTHES ARE COMFORTABLE?

Our clothes do not contain any material from fossil fuels, they are 100% natural.

HOW ARE YOUR CLOTHES MADE?

Our yarns are manufactured in Italy and Portugal. For the manufacture of our clothes, we use two workshops in Portugal and one workshop in Bulgaria. There is no sub-contracting. We know these workshops personally. We will present our workshops in the ‘Journal’ section over the course of the year.

WHAT DOES THE GOTS CERTIFICATION SIGNIFY?

GOTS: GLOBAL ORGANIC TEXTILE STANDARD. It is an industry-wide certification with high-level environmental criteria throughout the organic textile supply chain. It also requires respect for social criteria.

COLLECTIONS

DO YOUR DESIGNS CHANGE EACH SEASON?

We have designs that return every season and part of the collection that evolves. Our colours vary from season to season.

ARE SUMMER DESIGNS ALSO AVAILABLE IN WINTER, SUCH AS THE DRESS OR VEST, FOR EXAMPLE?

If summer designs are on the online sales site, then they are available all year round.

DO YOU HAVE END OF SEASON SALES?

In general no, though there may be exceptions in isolated cases.

MEASUREMENTS & SIZES

WHAT ARE THE CORRESPONDING SIZES BETWEEN THE DIFFERENT COUNTRIES WHERE YOUR CLOTHES ARE DISTRIBUTED?

SIZE GUIDE
LES RACINES DU CIEL XS S M L XL
France/Belgium/Spain/Portugal 36 38 40 42 44
Germany/Austria/Netherlands 34 36 38 40 42
Italy 40 42 44 46 48
UK 8 10 12 14 16
USA 4 6 8 10 12

SALES OUTLETS & DISTRIBUTION

ARE THERE LES RACINES DU CIEL BOUTIQUES IN FRANCE AND ELSEWHERE?

No, our clothing line is only available in multi-brand outlets in city centres or via the internet.

CAN I DISTRIBUTE YOUR PRODUCTS?

Yes, with pleasure. If this is the case, don’t hesitate to send an e-mail to: contact@les-racines-du-ciel.com

PAYMENT

ARE THE PRICES IN EUROS AND DO THEY INCLUDE ALL TAXES?

Yes, all our prices are in Euros and include all taxes.

HOW CAN I GET A RECEIPT FOR MY PURCHASE IN THE ONLINE SHOP?

Systematically, each product will be sent to you with an invoice showing the name of the product, the price excluding VAT, the VAT and the price including VAT.

WHAT PAYMENT METHODS ARE AVAILABLE?

By bank card.

One method is available:

The secure PAYPAL system, for which all the general conditions for transactions and security are available at www.paypal.com.

DELIVERIES

HOW LONG DO ORDERS TAKE TO ARRIVE ON AVERAGE?

5 to 8 working days.

ARE THERE DIFFERENT OPTIONS FOR DELIVERIES?

We deliver only using Colissimo. And this is the case for both France (Colissimo) and elsewhere in Europe (Colissimo Export).

WHO PREPARES THE ORDERS?

Our orders are prepared by a social reintegration workshop (Atelier sans Frontières) in Bonneuil sur Marne.

IS IT POSSIBLE TO ORDER A PRODUCT ON YOUR SITE AND HAVE IT SENT TO AN ADDRESS OTHER THAN MINE AS A GIFT?

Yes, simply put the recipient’s address in the delivery address box and your own address in the billing address box.

HOW MUCH DOES SHIPPING COST?

In mainland France, shipping costs are included in the delivery.
In Europe (in the sense of a country belonging to the European Community), the shipping cost is €10.
We do not deliver outside Europe.

EXCHANGES

IF I WANT TO EXCHANGE AN ITEM, HOW LONG DO I HAVE?

Please make requests for an exchange or refund within seven working days from delivery. If this period normally expires on a Saturday, Sunday, public holiday or non-working day, this is extended until the next working day.

I THINK THERE IS AN ERROR IN MY ORDER. WHAT SHOULD I DO?

If there has been an error on the part of Les Racines du Ciel, we will take care of everything to make sure you can enjoy your clothes as soon as possible.

HOW DO I EXCHANGE MY ITEM FOR A DIFFERENT SIZE?

Send us the item, in perfect condition (new/never worn) to: Les Racines du Ciel, 3 rue Jules Simon, 29000 Quimper, France. Include your contact information, initial order number and the new size you require. We will send it to you, at our expense, as soon as possible.

REFUNDS

CAN I GET A REFUND IF I DON’T LIKE THE PRODUCT?

Of course, no problem. Send the item to: Les Racines du Ciel, 3 rue Jules Simon, 29000 Quimper, France.

Upon receipt and a check that the item is in perfect condition, the refund will be made.

DO I HAVE TO PAY THE RETURN COST IF I WANT TO EXCHANGE AN ITEM?

For an exchange, send the garment to us at your expense and we will arrange to send you the new item for free.

DO I HAVE TO PAY THE RETURN COST IF I WANT A REFUND?

For a refund, send the garment to us at your expense. Don’t hesitate to include a quick word telling us about your experience and the reason for your request for a refund.

Contact

HOW DO I CONTACT LES RACINES DU CIEL?

By email : contact@les-racines-du-ciel.com

By phone : +33 (0)298 53 68 45 

AFTERCARE & COMPOSITION

HOW DO I FIND THE COMPOSITION AND AFTERCARE INSTRUCTIONS FOR AN ARTICLE?

The composition and aftercare instructions are indicated on each article.

HOW DO I WASH AN ITEM MADE FROM ALPACA WOOL?

Hand wash in cold water and dry flat. There is no point washing it too often because wool does not get dirty easily.

HOW DO I WASH AN ITEM MADE FROM ORGANIC COTTON?

Hand wash in warm water and dry flat.

It is possible to machine wash linen and organic cotton. Use the delicates programme and do not over-spin.

HOW DO I WASH A LINEN ITEM?

Hand wash in warm water and dry flat.

Surprise

WHERE CAN I FIND THE BEST PRODUCTS IN QUIMPER MARKET?

For bread: “Parole de Pain” outside the market (we love their walnut cake).

Apple juice, cider, milk from the farm: visit Evelyne next door to “Parole de Pain”.

For goat’s cheese, try “Chèvre de Logonna” from Arlette, inside the market.

For aromatic herbs and herbalism: try “Kereol” herbal teas from Gerard, next door to Arlette.

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