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Will out-of-stock products be restocked?When a product is out of stock, it means that the maximum number of orders has been reached. If you want to be informed as soon as this product is available again, you can select the "Notify me when this item is available" option. As soon as the order calendar resumes, you will receive an e-mail notification enabling you to order your part.
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How to choose the size and color of my order?For each product, we provide a sizing guide chart (for men and women) to assist you in choosing the size that fits you based on how you prefer to wear your clothing. Additionally, we offer a zoom feature showcasing the range of available colors to help you make an informed decision before selecting a specific color.
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How are the products made?Each product is manufactured in France. The wool used comes from South American sheep. Each piece is meticulously handcrafted using 10 mm knitting needles. The time required to produce each design varies between 6 and 30 hours depending on its complexity.
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How to choose the right size?The size indicated is for guidance purposes to help us get an initial idea for the production of your item. If you already have a specific length in mind for your design, you can send us an email directly after placing your order, including the order number, to provide us with your specific measurements.
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How do video conference appointments work?Depending on the item you've ordered, you will have one to three included appointments. These interactions occur via video conference, allowing you to track the progress of your product's production. If you have specific requests or particular preferences, feel free to express them to Clémence. Our goal is to craft a product that perfectly aligns with your needs
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What is the weight of the clothing?Contrary to what one might think, our pieces are quite lightweight. The wool yarns have been specially selected to offer you maximum comfort. These are customized wool yarns designed to provide you with a feeling of softness and lightness. Only items like coats might be a bit heavier.
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How to choose the size and color of my order?All our pieces are made from 100% wool yarn. Wool, being a natural material, consists of intertwined stitches that, due to their movements, can cause friction. This friction can lead to the formation of small balls of fiber, which is a completely normal phenomenon. If pilling occurs, you can remove it using a lint shaver specifically designed for woolen garments. Gently run it across the surface of the garment to eliminate the pills without damaging the fabric. A preventive method involves removing pills as they appear. By using a small device specially made for removing these fibers or doing it by hand, you can keep your woolen garment cleaner and prevent the accumulation of pills. It requires patience but can help maintain the original appearance of your woolen garment over the long term. It's important to remember that a garment is composed of fibers and is therefore subject to movement.
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Is it possible to modify or cancel an order after it has been placed?Once your order has been placed and paid for, we cannot cancel or modify it. As our pieces are unique and made to order, it's crucial to ensure you have chosen the correct size and specifications according to your preferences. Clémence is the sole person responsible for producing the pieces. To avoid extended delivery times and ensure the smooth completion of each creation, it is essential to take the time to carefully read the sales terms.
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What are the delivery times and associated costs?We aim to provide a unique experience where each creation is crafted by Clémence herself. The delivery time is typically 4 weeks from the start of production, but it may extend up to 6 weeks depending on the ordered piece. Delivery costs are included in the price of each order.
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Are the products available worldwide?The New Elisabeth offers worldwide delivery. Please note that you may be subject to customs fees depending on the country where you want to receive your order.
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How can I track my order?As soon as your creation is ready for shipment, you will receive an email notification. Following this, you will receive the tracking number for your order within 48 hours.
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What are the accepted payment methods?We only accept payments by credit card and through PayPal.
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Is it possible to pay in installments?By using PayPal, you have the option to pay for your order in 4 installments at no extra cost. (Please check the conditions during the payment process)
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Can I return or exchange a product?At The New Elisabeth, we strive to involve you at every stage of creating your order. However, it is not possible to return or exchange a product once you have placed your order. If you have specific requests, please feel free to email us so that we can guide you accordingly.
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Are the products guaranteed? If so, for how long?The products are guaranteed for 1 year from the date of receipt of your order. Returns for repair are free of charge until the end of this period. After this date, if you wish to have your item repaired, the shipping costs to our workshops will be at your expense. Repairs carried out after the one-year period are subject to a prior quote. We need to verify the availability of the yarns and assess the necessary repairs. It's important to note that, since these are unique pieces, any repair will result in modifications to the initial product.
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How to contact customer service?You can contact our customer service via our email address at contact@thenewelisabeth.com All inquiries will be handled from Monday to Thursday, from 5 PM to 7 PM.
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