your burning questions, answered.

  • Placing Your Order
    • Can I make changes to the order I just placed?

      Sorry, babe. Once an order has been placed we are unable to make changes. We cannot combine orders, change color or size of items ordered, or add new items.

    • Can I cancel my order?

      Fleur du Mal accepts cancellation requests made within 1 hour of order placement, Monday-Friday. If you wish to cancel your order please send an email to fleur@fleurdumal.com, LiveChat us here or call (646).791.3656. Please note, we are unable to guarantee a cancellation request.

      Should you choose to cancel your order, you will be refunded the full purchase price inclusive of taxes and shipping.

    • Can I change my shipping address?

      You may change your shipping address provided the order has not yet shipped and a shipping label has not yet been printed. Once a shipping label has been printed and the package has left our fulfillment center, we are no longer able to change or reroute your shipping address. Please email us at fleur@fleurdumal.com to request an address change and we will do our best to accommodate your request.

    • Can I buy gift cards?

      Good things come in small packages. We offer both Physical and Digital gift card options. Please note, gift card purchases are not eligible for any discounts.

    • How can I reach Client Services if I have a question?

      For any questions not answered on our FAQ page, please direct inquiries to our customer care team via email at fleur@fleurdumal.com, LiveChat us here or call us at +1(646)791.3656. Please note our hours of operation are M-F between 10am and 6pm EST. If you are in touch outside of these hours you will hear back from us within 1-2 business days.

  • Order Status
    • How long before my order is shipped?
      Domestic/US

      We generally ship standard shipping domestic orders within 2-4 business days of order placement.  Expedited shipping orders placed before 12pm EST will ship out same business day.

      International

      International orders will ship within 3-5 business days of placement.

    • How can I track my order?

      Once your order ships, you will receive an email from fleur@fleurdumal.com with your tracking information. You may use this to track your order. Have a Fleur account? If yes, log into your your account and select the order you are looking to track. From there, select “Track Shipment”. We always recommend tracking directly with our shipping partners to view the most up to date information on your delivery - UPS for U.S./domestic shipments and DHL for international shipments.

    • An item is missing from my order, what should I do?

      If an item is missing from your order, please contact us ASAP at fleur@fleurdumal.com with details.

    • I’ve received a faulty or incorrect item with my order.

      We are sorry to hear that you received a faulty item. Please email our client services team at fleur@fleurdumal.com so that we may rectify the situation.

  • Shipping & Delivery
    • Which carrier does Fleur du Mal ship with?

      Fleur du Mal ships domestically via UPS and internationally via DHL.

    • How much does shipping cost?
      Domestic/US

      We offer complimentary UPS ground shipping on all U.S. orders.

      We additionally offer two expedited shipping options for domestic orders:

      • 2-day shipping for $25
      • Overnight shipping for $35
      International

      International shipping rates vary by destination country, Fleur du Mal offers complimentary express international shipping to specific destinations on orders over a certain value. To see shipping rates in your local currency, visit our website and select your country or review them below:

      • Australia: Complimentary express shipping on orders over $350 AUD. Shipping cost on orders under $350 AUD is $15 AUD.
      • Canada: Complimentary express shipping on orders over $100 CAD. Shipping cost on orders under $100 CAD is $15 CAD.
      • Hong Kong: Complimentary express shipping on orders over 2000 HK$. Shipping cost on orders under 2000 HK$ is 200 HK$.
      • Mexico: Complimentary express shipping on orders over $4800 MEX. Shipping cost on orders under $4800 MEX is $200 MEX.
      • Norway: Complimentary express shipping on orders over $2350 kr. Shipping cost on orders under $2350 kr is $120 kr.
      • Singapore: Complimentary express shipping on orders over $350 s. Shipping cost on orders under $350 s is $15 s.
      • Switzerland: Complimentary express shipping on orders over $250 CHF. Shipping cost on orders under $250 CHF is $10 CHF.
      • United Kingdom: Complimentary express shipping on orders over $50 GBP. Shipping cost on orders under $50 GPB is $10 GBP.
      • Rest of Europe: Complimentary express shipping on orders over $200 EUR. Shipping cost on orders under $200 EUR is $10 EUR.
      • Rest of World: Complimentary express shipping on orders over $250 USD. Shipping cost on orders under $250 USD is $10 USD.
    • Where do you ship?

      Fleur du Mal ships domestically and to all countries with some exceptions.*

      *At this time, we are unable to ship to North Korea.

    • Do you ship internationally?

      Yes! Fleur du Mal ships to all countries with some exceptions.

      We offer express DHL shipping to most international locations for a flat rate and complimentary DHL express shipping on orders over certain values which vary by country. To see flat rate and complimentary rates for express DHL shipping to our country, please visit our website and select your country.

      Please note, in order to avoid local customs delays we cannot accept orders to Mexico over $1000USD, orders to Colombia over $2000USD or orders to China over $775USD

      *At this time, we are unable to ship to North Korea.

    • Will I have to pay import duties if I am ordering internationally?

      Duties, taxes and other customs fees are treated differently dependent on what country you are shipping to. Orders to most countries are shipped without having extra duties and or taxes at checkout or delivery. For orders going to other countries, you will have the choice to prepay these fees at checkout or pay upon delivery. We recommend prepaying online at checkout if given the option for a speedier delivery. Please note, Fleur du Mal is not able to adjust the cost of local duties, taxes or VAT charges.

      To see specific pricing information pertaining to your country of origin, please visit our website and select your country and currency from the drop down menu in the top left menu bar.

    • When will my order arrive?
      Domestic/US

      Domestic ground shipping times vary by destination, however most packages will arrive within 2-10 business days of ship date. For orders placed using expedited shipping, your order will arrive within either 1 business day (Overnight Shipping) or 2 business days (2-Day Shipping). Please note UPS Overnight shipping does not guarantee Saturday delivery and orders shipped with Overnight shipping on Fridays will in most cases deliver the next business day. Please note, expedited orders placed after 12 noon EST will not ship until next business day.

      International

      International shipping times vary by destination however most will arrive within 2-7 business days of shipping. Fleur du Mal ships internationally with DHL Express shipping which is the fastest available international shipping method.

    • Do you ship to P.O. boxes?

      Fleur du Mal does not ship to PO Boxes. If an order is placed to a PO Box, a customer service liaison will reach out to receive an alternative address. If we cannot confirm a new address within 5 business days, your order will be cancelled and fully refunded.

    • Do you offer overnight shipping?

      Can't wait? Neither can we. Standard Overnight shipping for U.S. orders is available for $35 at checkout. Orders placed by 12PM EST will ship the same day and arrive the next business day. Please note UPS Overnight shipping does not guarantee Saturday delivery and orders shipped with Overnight shipping on Fridays will in most cases deliver next business day. We do not offer Overnight Shipping for International Orders.

      We also offer 2-day shipping for domestic orders which is $25 at checkout. Orders placed by 12PM EST will ship the same day and arrive the 2 business days later. Please note UPS does not guarantee delivery on weekends, so orders for 2-day shipping placed on Thursday mornings will arrive on Monday, not Saturday.

    • Does Fleur du Mal offer free shipping?

      Because you deserve it.

      Domestic/U.S.

      Enjoy free shipping on domestic orders.

      International

      Fleur du Mal offers complimentary DHL express international shipping to specific destinations on orders over a certain value. To see shipping rates in your local currency, visit our website and select your country or review them below:

      • Australia: Complimentary express shipping on orders over $350 AUD. Shipping cost on orders under $350 AUD is $15 AUD.
      • Canada: Complimentary express shipping on orders over $100 CAD. Shipping cost on orders under $100 CAD is $15 CAD.
      • Hong Kong: Complimentary express shipping on orders over 2000 HK$. Shipping cost on orders under 2000 HK$ is 200 HK$.
      • Mexico: Complimentary express shipping on orders over $4800 MEX. Shipping cost on orders under $4800 MEX is $200 MEX.
      • Norway: Complimentary express shipping on orders over $2350 kr. Shipping cost on orders under $2350 kr is $120 kr.
      • Singapore: Complimentary express shipping on orders over $350 s. Shipping cost on orders under $350 s is $15 s.
      • Switzerland: Complimentary express shipping on orders over $250 CHF. Shipping cost on orders under $250 CHF is $10 CHF.
      • United Kingdom: Complimentary express shipping on orders over $50 GBP. Shipping cost on orders under $50 GPB is $10 GBP.
      • Rest of Europe: Complimentary express shipping on orders over $200 EUR. Shipping cost on orders under $200 EUR is $10 EUR.
      • Rest of World: Complimentary express shipping on orders over $250 USD. Shipping cost on orders under $250 USD is $10 USD.
    • Will I have to pay taxes on my order?

      If you are shipping within the USA, sales tax will be charged on orders shipping to: Arizona, California, Colorado, Connecticut, Washington DC, Georgia, Illinois, Maryland, Massachusetts, Michigan, New Jersey, New York, North Carolina, Pennsylvania, Texas, Virginia and Washington. No other tax or import duty will be applied to orders shipped within the USA. Please note that all local taxes are the customer’s responsibility. Fleur du Mal is not responsible for reporting or paying additional local taxes to states, such as use tax.

    • Will a signature be required for delivery?

      If your cart value is $300 or over, your order will be shipped with a signature requirement. This ensures that your order is insured against theft and damage during delivery. Once your purchases have been delivered to the address provided at check out they are no longer covered by insurance. UPS will make 1 attempt to deliver your order and will then hold at a location nearby for pick-up. If you require assistance with delivery or would like to request your order be shipped with no signature required, please contact us at fleur@fleurdumal.com prior to your order shipping.

      Please note, at this time due to COVID-19 UPS is not requiring physical signatures on signature required packages. If you have questions about this please reach out to us at fleur@fleurdumal.com.

    • What if my package is lost or stolen?

      Fleur du Mal is not responsible for misplaced or stolen packages once delivery has been made to the shipping address provided to us upon checkout or provided in other correspondence with our Client Services team.

      In order to prevent lost and stolen packages, Fleur du Mal ships any domestic orders valued over $300 with a signature requirement. This is applied automatically at checkout. If you prefer to release the signature on your order valued over $300 and are comfortable assuming responsibility for the possible loss, or require assistance placing your order to ship to a secure address, please contact us at fleur@fleurdumal.com.

      Please note, at this time due to covid-19 UPS is not requiring physical signatures on signature required packages. If you have questions about this please reach out to us at fleur@fleurdumal.com.

  • Returns & Exchanges
    • What is your Return & Exchange policy?

      To be eligible for return, exchange or store credit, merchandise must show no signs of wear and must be accompanied with all original tags. We cannot be held responsible for returns shipped back to us without the return label we issue at return creation. *Please note: briefs, bodysuits and swimsuits that have been tried on in direct skin contact or which show any signs of wear will not be accepted.

      Domestic/U.S. Returns

      Full priced merchandise may be returned for a full refund, Fleur credit or exchange when a return is submitted online within 20 days of your order shipping.

      Sale items may be returned for Fleur credit or exchange only. Items marked “FINAL SALE” are final sale and cannot be returned.

      For U.S. customers, a prepaid return shipping label will be provided at no charge to return your merchandise. Please note, we cannot be held responsible for returns shipped back without the prepaid label we issue. 

      International Returns

      Fleur du Mal offers complimentary international returns on all orders. To organize an international return, please visit our international returns portal here. Provide your order ID and your email address to begin your return. International returns will be settled as full refunds where eligible. Please note, we cannot be held responsible for returns shipped back without the prepaid label we issue. 

      Notes

      Panty Packs, Silk Masks, Le Wand products, Stockings, Bristol 6 Nippies and House of Waris teas are non-returnable and final sale.

      Web returns may not be made in either of our boutiques.

      Returned items received damaged will not be accepted. Fleur du Mal reserves the right to refuse a return or charge a fee on any items received back in unsatisfactory condition.

      Fleur du Mal cannot be held responsible for returns shipped back to us not utilizing the labels we provide.

    • Can I Return Online Purchases In-store?

      We are not able to process web returns in-store at this time.

    • What is the status of my return?

      If you would like to check on the status of a return, please email our client services team at fleur@fleurdumal.com.

    • Can I exchange my order for different sizes or styles?
      Domestic/US

      Yes! Once you've received your order, you may organize an immediate exchange for an alternate size online through our returns portal which may be accessed here.

      If you would prefer to return the item you have and try a new style instead, please choose "I do not want to exchange this item" and continue with your return. In most cases you will receive an instant credit code that you may use immediately to purchase the new piece on our site. Note that if your item was marked final sale it will not be eligible for return or exchange.

      Please reach out to us at fleur@fleurdumal.com with any questions about this process.

      Please note, web exchanges may not be done in our boutiques.

      International

      Fleur du Mal does not offer exchanges on international orders, however all international returns are fully refundable. If you would like to exchange your item, please return it free of charge and purchase the new items you would like to exchange it for. Please reach out to us at fleur@fleurdumal.com with any questions about this process.

    • How do I exchange my items?

      For U.S. exchanges, visit Fleur du Mal's return center here. You may also access this via the Returns button in the footer of our site. Enter your order confirmation number and the shipping zip code associated with your order and hit “Start Return”. Please note, web orders may not be exchanged in our boutiques.

      Size Exchange: You will be able to choose the items in your order that you would like to exchange and will be given the option of available exchange sizes in those pieces. Once you have chosen your new sizes, hit "Complete Return". Your exchange order will be placed immediately and will ship next business day. You will receive a new order confirmation email with details on your new exchange order.

      Style Exchange: If you would prefer to return the item you have and try a new style, please hit “I do not want to exchange this item” and then “Complete Return”. In most cases you will receive an instant credit code that you may use immediately to purchase the new piece on our site.

      For all exchanges, once you’ve hit “Complete Return” you will be provided a prepaid UPS label that you may print and secure to your return package to return your items. If you have any questions about this process please reach out to us at fleur@fleurdumal.com. If you are an international customer, please reach out to our client care team at fleur@fleurdumal.com to organize your return.

    • How do I return my item?
       Domestic/US

      For U.S. returns, visit Fleur du Mal's return center accessible here. You may also access this via the Returns button in the footer of our site on our homepage. Enter your order confirmation number and the shipping zip code associated with your order. You will be able to choose the items in your order you would like to return and be given the option to place an exchange order for alternative sizes of those pieces. If you prefer to simply return, choose "Do Not Exchange". Once you have noted the items you are returning, hit "Complete Return" and you will be provided a prepaid UPS label as well as an instant credit code in most cases. You will be required to print and secure the UPS label to your return package to return your original items. You will receive a confirmation email when the item(s) have been received at our warehouse and another email once your return has been settled. If your items are full price and eligible for a refund, you will be credited back the full amount. If your items were marked down, you will receive a new permanent credit code that will not expire. If you are not sure if your return item is eligible for a refund, please check the return policy on that item page or reach out to us at fleur@fleurdumal.com. Please note, web returns may not be made in our boutiques. 

      Please ensure to ship your returns back using the label we provide. Fleur du Mal cannot be held responsible for packages shipped back to us not utilizing the return label we issue at return creation.

      International

      To organize an international return, please visit our international returns portal here. Provide your order ID and your email address to begin your return. Fleur du Mal offers free international return shipping on all orders.

    • How can I print my return label?

      Once you have created your return or exchange online, you will be provided a UPS(U.S.) or DHL(International) label that you can download and print out. You will additionally receive your return label via email that you may print. *Please ensure to ship your returns back using the label we provide. Fleur du Mal cannot be held responsible for packages shipped back to us not utilizing the return label we issue at return creation.

    • How long does it take to process an exchange or return?
      Domestic/US

      Exchange: Once you complete your exchange online, your exchange order will be placed and will ship immediately next business day. You will receive a tracking number via email once shipped.

      Return: If you are waiting for a refund or a store credit, once our warehouse receives your return it may take up to 25 business days to process. You will receive an email notification once our warehouse has received the returned item(s) and your refund or store credit will be posted within 25 business days. You will receive an additional email confirmation when your refund or store credit has been issued.

      If you have not received a notification regarding your settlement within this timeframe, please reach out to our client care team at fleur@fleurdumal.com.

      International

      Once your return has been received at our warehouse, it may take up to 14 business days to process. You will receive an email notification from our team when your return has been processed.

      Note: We may be experiencing slight delays due to COVID-19, and appreciate your understanding.

    • When will I see my account credited for my return?

      Returns are typically processed within 14 business days of being received back.

      Once issued, it typically takes 1-3 business days for a refund to process and post to your account, depending on how your bank processes the refund.

      If you do not see the refund posted to your account within 3 business days, we recommend you contact your bank to inquire about the refund before reaching out to us directly.

    • If I make a return, will I be refunded for the full value of my order?

      If your item is eligible for refund, you will be fully refunded for your return inclusive of taxes once our warehouse receives and processes the item(s). Cost of shipping is non-refundable. Marked down sale items are not eligible for refund. Final Sale items are final sale and are non-returnable. You may review our full return policy here. Please reach out to fleur@fleurdumal.com with any further questions.

    • What is an “Instant Refund'' and how do I use it?

      During the Return & Exchange process you may be issued an Instant Credit. This Instant Credit will be equal to the value of your returns and will give you the flexibility to place a new order on our site right away versus waiting for your return to be settled.

    • Why was I not given an instant refund for my return?

      In some cases, your return may not be eligible for an instant credit.

      • If the order being returned was paid for using an instant credit or a credit.
      • If you have a previously outstanding return with us.
      • If you have previously outstanding returns with other brands that use the same returns system.
      • If you are an international customer, you will not be provided an instant refund code for your return.
    • What happens if i don’t use my “instant refund”?

      If you prefer to receive a refund or you don’t see anything you’d like to order immediately, once your returns are processed the Instant Refund will be deactivated and your return will be settled: You will either receive a full refund or a permanent store credit code for the outstanding balance depending on the mark down status of the product that you returned.

  • Refunds
    • When will I receive the refund from my return?

      For items eligible for refund, you will receive an email notification when your return is received at our warehouse. You will receive another email within 14 business days notifying you that your return has been processed. If your return is eligible for a refund, once issued it may take up to 3 business days for the credit to appear on your statement. If more than 3 business days have passed since you received a refund confirmation email and you have not seen the refund credited to your account, please reach out to your bank to inquire before contacting us at fleur@fleurdumal.com for assistance.

    • How do I use my store credit code?

      At check out, you may enter your credit code in the "Promo" box to utilize.

    • When will my refund appear in my bank account?

      You can expect to see the refund in your account 1-3 business days after receiving a confirmation email that your refund has been processed.

      If you do not see the refund posted to your account within 3 business days, we recommend you contact your bank.

  • Product Details & Fit
    • How should a bra fit?

      We recommend beginning with our Bra Fit Calculator to determine your best Fleur size. When you first try on a bra, it should be fastened on the loosest hook and eye. This allows you to tighten the band over time as the fabric slowly loosens. When it fits perfectly, the band of your bra should be taught but not too tight and should be horizontal with the floor, your straps should not be so tight that they are pulling the back of your band upwards. Shoulder straps should also be taught but not digging in and should not slip off the shoulders.

      The center front of the bra should be flush with your chest in the middle. If you are seeing spillage either over the top of the cup or the underarm area, the next cup size up may be a better fit. If there is gapping in the cup, you may want to try a smaller cup size.

      Bra fit differs between different fabrications and cuts. If the fit isn’t feeling perfect, we also recommend trying out your sister size. Please refer to our Sister Size chart in the question below for more information.

      If you are still having trouble finding your size in Fleur du Mal, please reach out to our client care team at fleur@fleurdumal.com or schedule a fitting at our NYC boutique.

    • How do I find my correct bra size?

      Please refer to our Bra Size Calculator to determine your bra size in Fleur du Mal or reach out to our client care team at fleur@fleurdumal.com for questions about specific garments.

    • What is “Sister Sizing”?

      Everyone has more than one size option that will work for them when it comes to buying bras. A Sister Size is an alternative to your typical bra size where the cup volume stays the same and the band size and cup letter change. You can sister size up or down from your usual size to ensure you are getting a bra that fits comfortably. To find your sister size, see question "How do I find my sister size?"

    • How do I find my sister size?

      To use the chart below, first find your typical bra size in the table. If you aren’t sure what size you are please review our Bra Size Calculator. Your sister sizes will be the two options to the right and to the left of your size. For example, if you are typically a 34D, your sister sizes will be a 32DD, which will be smaller in the band, or a 36C, which will be larger in the band. Cup volume will stay the same on these two sizes, although the cup letter changes.

      Sister Size Chart
      Sister Size Chart

      Sister Size Down - If your typical bra size is fitting best and feeling the most supportive on the tightest band hook when you first try it on, you might want to consider trying your Sister Size down instead. Your Sister Size down will have the same cup volume as your typical bra size, however will be one band size smaller offering a tighter fit. For example, if you wear a 34C, your Sister Size down would be 32D.

      Sister Size Up - If your bra is on the loosest hook and feels tight then you might want to consider your sister size up. This is one band size larger than your current band size. Again, the cup letter changes but the actual volume does not. For example, if you wear a 34C, your Sister Size up would be 36B.

      Remember, all brands and styles of bra will fit slightly differently, so it's a good idea to try a few different sizes to find what works best for you. The most important thing is that you feel comfortable and supported!

      For a perfect fit, you may also try the tips below:

      1. Cup just right but band too big? Try your sister size down.
      2. Cup just right but band too small? Try your sister size up.
      3. Spilling over in the cup, but band feeling good? Stick with the same band and go up one cup size.
      4. Cup gaping and band too big? You should try one cup size and one band size down, ie one full size down.
    • What is Fleur du Mal’s “Fuller Cup” line?’

      Designed and engineered to offer the perfect amount of comfort and support for sizes DD and above, our fuller cup collection supports and seduces. These special pieces have scaled components offering more support and a better fit. This range begins at sizes 36DD and is offered up to a 36G. Shop our Fuller Cup Collection here.

    • What bra sizes does Fleur carry?

      Fleur du Mal carries bras for sizes 32A to 38G. For our Fuller Cup (34DD-38G) selection please see here. For our 32A-32DD selection please see here. We additionally carry non-underwire bralettes in sizes XS-L which work for sizes 32A-36D, as well as our first non-underwire fuller cup bra here in sizes 32D-38G.

    • How should I care for my Fleur du Mal pieces?

      If you prefer to keep the original finish of your Fleur du Mal pieces, we recommend dry cleaning. Please note, silk charmeuse will be slightly less shiny once submerged in water, which is why we recommend dry cleaning for the best care. Most importantly, keep your Fleur du Mal lingerie pieces away from hot water and heat as over time this harms the elastic fibers in these garments.

      Most of our lingerie items such as bras, garters and panties can be hand washed in lukewarm water with appropriate intimate-friendly washes, such as the Laundress's Delicate Wash. We recommend submerging items gently in sudsy water, alone or with similar colors, agitating lightly for a bit and allowing to soak for 10-20 minutes before gently rinsing in cool water. To dry, lay flat on a drying rack and allow to air dry. We recommend avoiding the dryer for all Fleur du Mal items.

    • Are silk pieces washable?

      We recommend dry cleaning silk charmeuse to keep the shiny finish. For silk georgette and crepe de chine pieces, we recommend hand washing with the Laundress's Delicate Wash and then laying flat to dry before steaming.

  • Fleur du Mal Boutiques
    • Locations
    • What is the return & exchange policy for purchases made in store?

      We accept returns on unworn merchandise in sellable condition with all tags attached within 14 days of purchase. Full price returns are accepted for refund, store credit or exchange. Marked down returns are accepted for exchange or store credit only. All underwear purchases are final sale. Stockings, Le Wand toys, Lelo Toys, and all third party products are final sale.

    • COVID-19 In-Store Safety Procedures & Guidelines

      Play it safe. We're making sure our team and customers are safe and comfortable while inside our store and are following the locally mandated safety measures below.

      1. Masks are required to enter and are also available in store.
      2. Private appointments are limited to one at a time, max. 2 shoppers per appointment.
      3. We've increased cleaning routines and are regularly disinfecting all surfaces between appointments.
      4. Employee temperatures are taken daily before entering the store.
      5. Social distancing will be observed. Please maintain a 6 foot distance during your visit.
      6. Hand sanitizers are provided at the front and at the cash wrap.
      7. Clothing that has been tried on will be sanitized and steamed before being put back on the floor.
      8. Options for contactless payment are available with compatible phones & chip cards.