Agnès b. commits to preparing and dispatching the order within an average timeframe of one (1) to five (5) working days following the day after the order is confirmed by the Buyer.

For deliveries within the United Kingdom, the delivery time shall be two (2) to five (5) working days for shipments via DHL.

The recipient can track his/her parcel on the Site in the "Client Area" or on the DHL website by entering the parcel number, which will have been provided via email upon order confirmation.

The Products ordered by the Buyer will only be delivered within the United Kingdom, to the address indicated on the order form by the Buyer.


Delivery and Handling

Should we be unable to complete delivery, your items will be stored at our depot. You will receive a notification explaining how to rearrange the delivery. If you are unavailable at the agreed delivery time, please get in touch with us to reschedule for another convenient day.

Order Cancellation Policy

If your order remains undelivered for 15 days from the available delivery date due to reasons beyond our control, we will consider it as an indication to cancel the Contract. Upon cancellation, we will promptly refund all payments made, including delivery costs (unless incurred by selecting a non-standard delivery option), within 14 days of the contract termination.

Delayed or Lost Shipments

DHL offers reliable service; nonetheless, delays or loss of products can occur. Should delivery be delayed beyond 6 days from dispatch, kindly inform Agnès b Customer Services. Contact us at +44 20 3318 8337 or via email at [email protected] to initiate an investigation with DHL. If the investigation locates the product, it will be sent to your address. Conversely, if deemed lost, Agnès b. will reimburse for the product cost, assuming they are no longer in stock. Agnès b. assumes no liability for delays caused by the carrier, including losses or strikes.

Reporting Delivery Incidents

In the event of a delivery discrepancy (where delivery is recorded but not received), report to Agnès b's Customer Services within 5 working days. Contact is available at +44 20 3318 8337, from Monday to Friday, 9:00am to 6:00 pm and Saturday 9:00am to 4:00 pm (French Time) or by email at [email protected]


If you have chosen the delivery at store option, we may subsequently notify you that our “CLICK AND COLLECT” service is available for the items in your order. As this is subject to stock availability and other factors, it cannot be chosen by you when you place your order. If we have notified you that “CLICK AND COLLECT” is available, your order will be available to be picked up by you from that store before the estimated delivery dates that are stated in the Buying Guide section of our website.

Once your “CLICK AND COLLECT” order has been prepared, we will contact you to let you know that it is ready to be picked up. You can pick up the order either in person (by presenting the order number and a proof of identity) or you can appoint someone else to pick up the order on your behalf. In this case, the appointed person must present the order number and proof of his or her identity.

The terms of this Clause 11 (together with the rest of these Terms) will apply to you if you make a purchase

via the “CLICK AND COLLECT” service and will be subject to any other applicable regulations.


The Items will be at your risk from the time of delivery.

Ownership of the items will only pass to you when we receive full payment of all sums due in respect of the items, including delivery charges, or upon delivery (as defined in Clause 9), whichever is the later.