Sezane Customer Service — Expert Guide for Customers

Overview and What to Expect

Sezane is a Paris-founded label (launched in 2013 by Morgane Sezalory) best known for direct-to-consumer womenswear and a digitally led retail experience. The brand operates primarily through its official site (https://www.sezane.com) and boutique locations in major cities; customer service is organized around online support channels, boutique teams, and an in-house operations unit that handles orders, returns, and repairs. Because Sezane is a vertically integrated brand, many service processes (returns handling, quality control, exchanges) are centralized and follow published policy windows.

An experienced customer should expect fast automated acknowledgement on submission (minutes to a few hours) and personalised replies within a typical business window. In practice, initial responses commonly arrive within 24–72 business hours depending on region and seasonal volume; follow-up resolutions (refunds, exchanges) often require additional processing time tied to logistics and payment clearing.

Primary Contact Channels and How They Work

The official Sezane website is the primary gateway for support: use the Help/Contact section on sezane.com to access chat, the contact form, and the FAQ. Boutique customers can also obtain in-person assistance for fittings, small alterations, and certain returns. Many issues (order status, tracking, cancellations) are resolved entirely through the online portal: locate your order number, select the relevant order, and follow the guided options for return/exchange or the “Report a Problem” flow.

Sezane tends not to publish a single global customer-service phone number for general queries; where phone support exists it is typically boutique-specific or available by appointment. For urgent matters (missing shipment marked delivered, suspected fraud) use the contact form and attach clear documentation—order number, tracking number, and photos—so the ops team can act without repeated clarification.

Checklist Before Contacting Sezane

• Order number (format usually alphanumeric, found in confirmation email) and date of purchase.
• Product SKU or name and size/color selected; include item photos if reporting damage or incorrect delivery.
• Tracking number and courier name (e.g., Colissimo, DHL, UPS) for shipping queries; note delivery date and photo of parcel condition if damaged.
• Preferred resolution: full refund, exchange, repair, store credit—state this clearly to speed up decisioning.
• For international orders, include customs paperwork or duty receipts if you’re disputing charges or return costs.

Returns, Refunds, and Exchanges — Practical Details

Sezane’s returns and exchanges are processed through the website return portal or in-boutique drop-off. Typical DTC apparel practice (and common for Sezane) is a returns window measured in calendar days from delivery—commonly 14–30 days depending on the product and seasonal campaign. For refunds, most brands process the reimbursement within 7–14 business days of receiving the returned item; the exact posting time depends on your bank or payment method.

To ensure a smooth refund: repack items in their original condition with tags attached, use provided return labels when offered, and retain proof of postage until the refund posts. If duties were paid on import and you request a return, customs reclaim procedures vary by country; Sezane’s support team will advise whether duties can be refunded and whether you are responsible for return shipping costs—this differs by region and should be confirmed before returning an item.

International Shipping, Duties, and Delays

Sezane ships internationally; customers in the EU, UK, US, Canada, and many APAC countries should expect the site to present local currencies and duties options at checkout where available. Import taxes and customs fees are often the customer’s responsibility unless the site explicitly marks “Duties paid.” For high-value items (coats, leather goods), anticipatory budgeting of €50–€300 for duties is realistic depending on the destination country and tariff classifications.

Delays can occur during holiday seasons (November–January) or due to customs processing. If a tracking number shows “held at customs,” contact Sezane support and the carrier immediately; provide the tracking and any commercial invoice they request. For lost-in-transit cases, Sezane will generally open a carrier claim—expect a 14–30 day resolution window for claims depending on the courier.

Repairs, Alterations, Sustainability and Care

Sezane publicly emphasizes longevity and sustainable practices; many customers report repair options or advice being available through their customer service or boutique ateliers. For wear-and-tear repairs, initial contact should include clear photos and a description of the issue (stitching, zipper, fabric pull). The team will typically assess whether a repair is covered under warranty (manufacturing defects) or whether a paid repair or referral to a local tailor is required.

Care instructions are product specific—review the label and the product page on sezane.com for recommended washing temperatures, professional dry-cleaning requirements, and materials that need special handling (e.g., wool, leather). Following these guidelines helps preserve eligibility for repairs related to manufacturing defects versus damage from improper care.

Escalation Steps and Sample Message

• Step 1: Use the online order page to initiate a return or report a problem; attach photos and preferred resolution.
• Step 2: If you receive no satisfactory response within 72 hours, reply to the last support message requesting escalation to “Operations” or “Customer Relations,” and include your order number and timeline.
• Step 3: As a final step before external dispute (chargeback or consumer protection), document all communications and reference the relevant consumer-rights timeframe in your country; share this in your escalation message.
• Sample message: “Order #12345 (delivered 2025-07-10). Item: ‘Dorian Coat’ medium. Received with zipper defect—photo attached. I request an exchange or full refund. Please confirm next steps and return label. Thank you.”

How do you pronounce Sézane?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview The French brand name Sézane is pronounced “seh-zahn”. It’s similar to how you would pronounce the artist Cézanne.  This video demonstrates the correct French pronunciation: 52sJulien MiquelYouTube · Apr 17, 2024

AI responses may include mistakes. Learn moreHow to Pronounce Sezane (CORRECTLY!) – YouTubeApr 17, 2024 — you. comes from France Paris Paris french pronunciation sesan sean sesan english pronunciation you can pronounce it. a…YouTube · Julien MiquelNew to Sezane- questions. – RedditNov 10, 2024 — The brand name is pronounced like the artist Cezanne, seh-zahn.Reddit(function(){
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How do I contact Sézane customer service?

All feedback, comments, requests for technical support, and other communications relating to the Website should be directed to [email protected] or [email protected].

How long does Sézane delivery take to the USA?

Standard home delivery: US$8 (5 to 6 working days after placing your order). P.O. Box delivery is not available. Express home delivery: US$15 (3 to 4 working days after placing your order). P.O. Box delivery is not available.

Does Sézane do refunds?

The refund will be made according to the payment method used when you placed your order: – Payment by credit card: the refund will be made to the card used for the purchase.

How do I contact Sézane in the UK?

NEED HELP?

1. FAQ.
2. Want to make a return?
3. Contact:
4. Email: [email protected].
5. Useful Information:
6. My Account.

Is it easy to return to Sézane?

Go to My account
Log into Sezane.com or on Sézane app to create your return in My Account > My Returns. Click ‘Make a return’ and select the order number you wish to return. Then, follow the instructions provided. You will be prompted to choose a day and a 2-hour time slot for pickup.