Frequently asked questions FAQ

Before placing an order
About Anne de Solène

For over a century, Anne de Solène has been combining handmade craftsmanship and industrial know-how to create exceptional bed linen.

We offer a wide range of products that meet all our customers' needs, including plain and printed bed linen, comforters, pillows, plain and matching bath linen, and a large selection of accessories.

Where can I find customer reviews of Anne de Solène?

Anne de Solène customers get an email a few days after receiving their order, inviting them to provide their feedback via TRUSTPILOT, a verified, independent, and transparent review collection tool.

In particular, this tool allows customers to give the Anne de Solène brand an overall score and evaluate their order experience.

How can I benefit from special offers on the website?

All the categories of products on our website may benefit from discounts at certain times of the year. These discounts are defined for a given period and vary from one product to another.

Discounted products are grouped together on the "Sale" or "Sales" page, but the discounts are also visible in the respective categories. The dates and details of special offers are displayed in an image on the homepage, as well as on the product sheet of each discounted item. You can also take advantage of 30% off a selection of items by clicking on the "CLEARANCE" tab.

What are the advantages of signing up for the newsletter? How do I sign up?

By signing up for the Anne de Solène newsletter, you'll benefit from a number of advantages, including:

  • A sneak preview of our new products
  • Access to our VIP offers
  • Exclusive advice and tips
  • There are 3 easy ways to sign up:
  • 1. Enter your email address in the space provided at the bottom of our homepage, then click on "Subscribe."
  • 2. Check the "Sign up for newsletter" box during the "Exclusive advantages" step while creating your customer account.
  • 3. Via the "Account information" tab in your customer account.
  • While placing an order
    How do I use a promotional code that I received by email?

    To use a promotional code received by email, simply add the respective products to your cart, enter the code in the "Discount code" box (all codes are case-sensitive), and click on "Add."

    If the code is valid and correct, then the discount will appear in your cart. Otherwise, you'll get an error message informing you that the code did not work.

    I'm a new customer. Why should I create a customer account?

    By creating an account on our website, you will become a preferred customer and benefit from exclusive advantages such as:

  • Order tracking and history
  • Personalized newsletters
  • Additional news and information
  • How do I create and manage my customer account?

    Creating your customer account is easy and can be done in two different ways:

    • While placing your order:
      • Select the "I do not have an account" option.
      • Fill in all the required information,
      • Submit your order,
      • Click on "Confirm my account",
      • You will receive an email to finalize the creation of your account.

    • At any time on the website:  
      • Click on "My account."
      • Select the "New account" option,
      • Enter your email address and password and accept the wesbit terms of use,
      • Click on "Create an account" for details on the information you must provide to finalize your new account.

    To ensure the security of your customer account and personal data, you will need an email address and a password.

    You can modify your personal data at any time in the "Account information" and "Address book" tabs in your account.

    I forgot my password. How can I access my customer account?

    If you've forgotten your password, don't panic!

    On the login page, click on "Forgot your password?" and enter the email address you used to create your account. You will then receive an email with a link to reset your password. Click on the link, enter your new password, enter it a second time, submit, and your account will once again be accessible.

    If the email does not arrive in your inbox, it may be in your spam folder.

    Feel free to contact us if you're having trouble resetting your password. Our team will be happy to help you log in.

    My payment is not going through. What should I do?

    Please contact our customer service if your payment is not going through.

    Can I place an order without creating a customer account?

    During checkout, you can place an order without creating a customer account by selecting the "I do not have an account" option. All you have to do is fill in the information required for the invoicing and delivery of your order.

    Please note that with this option, you will not be able to track or access the history of your online orders.

    Once you have paid for your order, you can still create an account (if you wish) by clicking on "Confirm my account."

    How much do I have to spend to get free delivery?

    Shipping is free in the USA, regardless of the value of your order.

    How will my order be shipped?

    Your order will be shipped with FedEx.

    How long will it take for my order to arrive?

    Once your order has been shipped by Anne de Solène, it will arrive in 3 to 7 business days (in the USA).

    Please note that delivery times can vary, and may take longer if the carrier encounters problems during the shipment.

    How can I pay for my order?

    On the Anne de Solène website, two secure methods are made available to facilitate payments:

    • Credit card (Visa, MasterCard, Amex)
    • PayPal
    After placing an order
    I still haven't received an order confirmation. What should I do?

    First of all, check to see if the email is in your spam folder. If it turns out that you really didn't receive an order confirmation by email, then check the "Orders in progress" tab in your customer account or contact our customer service to ensure your order was confirmed.

    Can I change or cancel my order?

    If you wish to modify or cancel your order, please contact our customer service by phone or email as soon as possible, as orders cannot be modified or canceled once they have been shipped.

    At any rate, it is not possible to modify the contents of an order. If you wish to modify the contents, we will cancel the order so you can place a new one.

    Your credit card or PayPal account will be refunded the amount of the canceled order.

    The delivery address can be changed if your order has not yet been shipped. After this time, no modifications are possible.

    How is my order processed?
    Once an order is placed on our website, it is processed as follows:
    • Confirmation of the order upon receipt of payment
    • Preparation of the products for shipping
    • Shipment of the order
    How can I track my order?

    On the day that your order is shipped, you will receive an email with a tracking number that you can enter on the website of the carrier to track your package until it is delivered.

    The average delivery time for shipments to the USA is 3 to 7 business days.

    Please note that delivery times can vary, and may take longer if the carrier encounters problems during the shipment.

    Why does the fabric of my down comforter make a soft crackling noise?

    Anne de Solène comforters are made with cotton percale fabric to ensure maximum waterproofness and breathability, which are the two gauges of a high-quality product.

    The noise is the result of friction between the natural filling and the percale, and fades over time as the fabric threads soften with use.

    Should I wash bed linen before use?

    Yes, we recommend washing your bed linen (as per the instructions on the care label) before using it for the first time.

    Which washing machine settings should I use?

    Please refer to the care label on your bed linen.

    How should I care for my products, and how long will they last?

    Visit our « Product care » page to discover all our tips for caring for your products.

    I received my order, but an item is missing. What should I do?

    If you notice that an item is missing from your order, please contact our customer service by phone or email.

    After double-checking with our warehouse and the carrier, we'll send you the missing item at no additional charge.

    I received a wrong or defective item. What should I do?

    If an item in your order is defective or was sent by mistake, please contact our customer service for assistance. If possible, feel free to send us pictures of the item in question.

    I'm not satisfied with a product. Can I return it?

    You've changed your mind or the product doesn't meet your needs?

    You can make your request by our returns management tool

    For more information, please consult our returns policy

    Please note that products must be returned in their original packaging and must not be used.

    I placed an order online. Can I return it to an Anne de Solène store?

    No, you cannot return an order placed online to one of our stores. Instead, you must use our returns management tool

    How can I contact customer service?

    You can contact our customer service at the following email address:

    How can I submit a review of my Anne de Solène order experience?

    A week or two after placing your order, you'll receive an email from our service provider TRUSTPILOT allowing you to rate the Anne de Solène customer experience. You'll be asked to provide a score and a comment. TRUSTPILOT is a certified, fully independent, and transparent tool that collects all our customer reviews to generate an overall score for our website and reassure visitors of the quality of our services.