Frequently asked questions

All questions

Delivery is possible to the following countries: the Netherlands, Switzerland, Austria, Germany, Belgium, Luxembourg, Denmark, the United Kingdom, France, Italy, Spain, Sweden, Bulgaria, Estonia, Finland, Hungary, Ireland, Croatia, Latvia, Bosnia and Herzegovina, Serbia, Poland, Portugal, Romania, Slovenia and Lithuania.

Yes, we ship worldwide. Shipping costs for worldwide distribution (all countries) are calculated per request.

Registering or logging in is sometimes not possible for various reasons. Therefore, we recommend that you first check the following steps.

1. Please check the correctness of the data provided (e.g. is the e-mail address correct?).
2. Use the "Forgotten password" function - you will receive new access data by e-mail and must then change the password.
3. Create a new account, ideally with the same e-mail address and the identical contact details - the accounts will be "merged".
4. If the previous points do not work, please contact contact@schwob.ch.

Before wearing, we recommend that you always wash the garment first at 30° C on the short programme with a small amount of detergent. This removes the finish from the garment and allows the fabric to breathe.

For all garments, the washing result is best if the laundry is washed according to the washing label and the washing machine is not overloaded. Place the clothes inside out in the washing machine. Blouses and shirts remain intact by using a laundry bag. If possible, it is a good idea to wash the garment immediately after wearing it - this way, stains do not have a chance to penetrate too deeply into the fabric. Choose a crease-resistant programme, do not use fabric softener and moderate the amount of detergent.

We would like to draw your attention to the washing instructions for Le Nouveau Chef garments. We recommend that you follow these instructions for optimum quality and guarantee.

Read for more information Fabric and Care

It is possible to register in the Le Nouveau Chef webshop without placing an order. This is possible in the upper right corner of the main page: My account

Shipping with Swiss Post. Delivery of parcels within the regular delivery time.

Orders should always be placed via the webshop, as with any other online retailer. Shipping is free for orders over €100 and the processing is faster.

A "purchase on account" is not possible - please select from the payment options provided.

Le Nouveau Chef is an online retailer that sells its items directly and has a network of resellers in a wide variety of countries around the world, not all of which, however, have a specialist bricks-and-mortar shop. We therefore recommend taking a look at our partners and contacting them directly if necessary: Authorized Dealers

Which country are you looking for? On the website, in the top right corner, there is an option to choose from a variety of options. If you are from the USA or Switzerland, visit for the USA: www.lenouveauchef.com/us or for Europe: www.lenouveauchef.com.

The order of an item with name embroidery is always done directly in the webshop and is possible from 1 piece.

A logo embroidery is possible from 20 pieces and is processed by mail.

To inform you about the possibilities regarding the personalisation of the clothing, you will find a short instruction with further hints for the implementation HERE. We ask you to read this document carefully and think about your wishes regarding embroidery. When you provide us with the necessary information, make sure you send your logo in one of the following file formats: .eps, .ai, .jpeg.

After we have received your wishes and all other necessary information, we will create and send a digital sketch of the embroidery. This visualisation should give an impression of how the embroidered garment will look like. After receiving the drawing, you will have the opportunity to make adjustments. The fixed price of the embroidery includes one round of corrections. Additional adjustments at a later date may be charged.

For a first order, we always deliver under the payment condition prepayment. Shortly after receipt of payment, we will create a personalised embroidery card and you will receive a photo of the test embroidery by e-mail.

A personalised embroidery card*, includes

- a visualisation of the desired design, with a correction

- a photo of the embroidery on fabric

- the embroidery card can be used indefinitely at Le Nouveau Chef

*If you change the logo or the size of the logo, we will have to create and charge for a new embroidery card. The logos are charged according to the number of pieces

After your approval, the delivery time is 4-6 weeks (assuming that the chosen items are in stock).

It is not possible to return the chef jackets for embroidery. We recommend that you place a new order in the webshop. You can return the chef jacket that you have in your possession, provided the item meets the specifications (see Returns).

Delivery time for personalised items is 2-3 weeks for a name embroidery and 4-6 weeks for a logo embroidery (if in stock).

Please check that all the required details have been ticked. However, it may also be that the product is currently not available and therefore no embroidery can be added. We recommend that you try again at a later date and/or register for the mail informing you about availability (at the item itself).

In this case, the product has been reserved or added to the shopping cart by someone else at that moment. Please try again one day later. Maybe the other order was not triggered and the product is available again.

These "nodules" are so-called pilling, which is caused by friction and can occur from time to time with loosely spun yarns (e.g. functional underwear, similar to our chef's jackets). It is a mechanical effect that occurs when wearing (e.g. several shirts on top of each other) and occasionally in the washing machine. This is NOT a guarantee case or reason for complaint.

To prevent this effect, it is important to follow the washing instructions and wash the garment first at 30 degrees and then always inside out.

In general, we recommend that you follow the washing instructions to prevent damage and to maintain the guarantee.

You will receive our order confirmation by e-mail with an apparent delivery date. If you have any questions, please feel free to contact us at 034 428 11 11.

As there is no uniform standard for dress sizes worldwide, it is important to use Le Nouveau Chef's size chart as our product sizes may vary. A size chart is available on almost every product page - you will find the sizes in UK/US, EU, General and in addition the corresponding recommendation from our side.

If you have any further questions, we will be happy to help you.

Until the order is packed and shipped from our warehouse, an order can be cancelled and / or changed. This can be done by sending an email during office hours to contact@schwob.ch or directly in the webshop via your customer account. Send us the full name, order number and reason for cancellation. We will send a confirmation that we have received the request and, if necessary, correct the order or credit the purchase amount. This only applies to clothing that is not personalised!

If the order has already been shipped, it can of course be returned according to our return policy.

Once the order is completed and the payment was successful, a confirmation will be sent by email. Therefore, please check if all details, especially the mail address, are correct. If you have not received an email, please check the status of the payment and your SPAM folder - this may be the cause. If none of the above applies, please contact us.

You can view your old orders and invoices in your customer account. Invoices are usually sent by mail and with the date of dispatch of the goods. We recommend that you check your inbox (or SPAM).

When ordering in the webshop, it is not possible to correct invoices afterwards. For this reason, we ask you to carefully check the information provided.

1.How do I use my Le Nouveau Chef gift card? Enter the 15-digit gift card number (starting with LNC) at checkout, under the heading 'discount code'. Then click on the arrow and the discount will be applied to the order total. Gift cards are valid for the time period stated on the card and are only valid online.

2. What are the terms and conditions? Promotion codes and offers apply only to online orders of eligible items. Discount can be applied in the shopping cart during checkout. The discount code is not valid on shoes, sale and service items. Other exceptions or restrictions may apply. Maximum of one discount code per customer. A discount code is not valid on previous purchases, for payment of VAT or on shipping and/or handling costs.

3. Did you receive a gift card with a monetary value? In this case, you must spend all the money on the gift card in one order.

We will be happy to help you return your order. An order placed with Le Nouveau Chef is subject to a return period of 14 days from receipt of the order. Within this period, the item may be inspected, evaluated and/or adjusted, unless otherwise specified.

Immediately upon receipt, please check that the items have been delivered undamaged and complete. If not, please contact us as soon as possible to report this. If the package is returned by other means, the cost paid cannot be refunded by Le Nouveau Chef.

An item can be returned if:

- the item is returned within 14 days;
- the item has not been used or washed;
- We receive the item in its original condition, including packaging;
- the item is not personalized/embroidered;
- A (copy) package document or order confirmation is included.

Return Procedure
Make sure the package meets the above conditions. If your order was delivered in Switzerland, you can return at your own expense. In this case you can address the package to:

Schwob A.G. Kirchbergstrasse 19 CH-3401 Burgdorf Switzerland

Deliver the package to the selected delivery point and keep the receipt in case something happens to the shipment. After receiving the package, it will be checked and within 10 working days you will receive a credit note and (in case of a balance) the amount will be refunded to the account where the payment was made.

Exceptions
Unfortunately, items that have been personalized by embroidery, printing or modification of the model cannot be returned unless there is a production defect. Invoiced freight and handling charges will not be credited for a partial return.

You are not entitled to compensation if you return a shipment from the Netherlands, Belgium, Germany, France, Spain or Austria at your own expense. Only for these countries you can return free of charge if you use our returns portal.

Questions?
If you have any questions and/or uncertainties, the team will be happy to help. We can be reached at +41344281111 (available Monday through Friday from 9:00 am to 5:00 pm) or by email at contact@schwob.ch.

Le Nouveau Chef does not offer gift vouchers at the moment.

You will find the order number on the delivery note of your consignment. Alternatively, you can also use your zipcode.

We regret that you have reason to complain and we will try our best to help you. In case of a complaint, we ask you to send it to us in writing by mail or by phone directly when it occurs - please have your customer and order number ready for this (alternatively, the invoice number is also possible).

In most cases we ask you for a photo of the damage so that we can discuss the next steps with you. For example, is a return necessary or do we simply send a replacement? What exactly is the case and is there a claim?

You can be sure that we take your concerns seriously.

The tracking number can be found in the e-mail sent on the day of dispatch. Furthermore, the tracking number can be found on the label on the parcel.

In this case, we recommend that you register your desired item with your e-mail. You will be informed as soon as the product is available again.

Frequently asked questions

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