Here are the answers to the most frequently asked questions

• Environment and sustainability

  

  • Where does BENU COUTURE produce?

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    We produce locally! From the idea, to the draft, the design and the production, to the fitting and alteration - all work steps are carried out exclusively in our tailor's atelier in Esch-sur-Alzette in the south of Luxembourg.

  • What materials are used for BENU's creations?

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    For our creations, we use exclusively used fabrics and textiles, which we obtain from private clothing donations. Furs, whether artificial or real, are systematically refused.

    Before processing, the BENU COUTURE team makes a qualitative selection of the clothing donations. Preference is given to natural materials such as wool, silk and cotton. However, it is not entirely possible to avoid using fabrics that (also) contain synthetic fibres.

    Only in exceptional cases do we purchase new components, such as zips. Every new purchase is critically examined with regard to the best possible sustainability balance. Regional production, eco-label, absence of heavy metals, socially responsible production ...

    For more information about the materials we use, please see here

  • Can I donate used clothing to BENU COUTURE?

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    Yes, as a private person you can donate used clothes or fabric to BENU COUTURE. Please contact one of the BENU drop-off points! We do not accept postal shipments, because the ecological footprint of the delivery alone is already too high.

    Instead of donating clothes to empty the wardrobe and fill it with new garments, we at BENU are looking for other, more sustainable options. And they exist! Second-hand shops, initiatives for resale, clothes rental and exchange or repair and upcycling of clothes can certainly be found in your neighbourhood. Let yourself be inspired!

    For us, dropping off and donating old clothes comes last. Nevertheless, thank you for thinking of BENU :)

  • Why does BENU COUTURE not accept fabric leftovers from the clothing industry?

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    Because we at BENU are convinced that the fast fashion industry should take responsibility and rethink its production and quantity strategies! We don't want the clothing industry to sell itself as "green" by giving BENU COUTURE avoidable remnants, while at the same time continuing to mass-produce and flood the market with short-lasting clothes.

  • Can mail-order sales be sustainable?

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    This question is one of the frequently discussed points in the BENU team and the answer is clearly NO!

    E-commerce requires a very high effort in logistics and transport. By consuming fuel and electricity, it leaves behind a significant ecological footprint and has a negative impact on the environment. Nevertheless, we at BENU came to the conclusion that we need the internet to further develop the idea of the project and to carry it outwards more strongly.

    Therefore, to make e-commerce a little more sustainable :

    we select our delivery partners according to socio-ecological criteria,

    for shipping, we only use used cardboard boxes and plastic-free, environmentally friendly parcel tapes, and we do not use any additional plastic packaging,

    we offer neither free delivery nor free returns and thus try to minimise the number of shipments.

  • What does the BENU logo have to do with the environment and sustainability?

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    Our creations bear the BENU bird as a trademark, which is also the logo of the BENU project!

    BENU is pronounced 'Be New' and means 'Be new'. The BENU bird originates from Egyptian mythology and was already depicted - mostly in the form of a heron - in the Egyptian pyramids. It is the ancestor of the Greek phoenix, this beautiful red bird that burns or dies at the end of its life cycle, only to rise again and again from its ashes.

    And this symbolises the idea of BENU!

    BENU COUTURE, like all the other projects and especially the entire Ecovillage, is committed to a consistent socio-ecological circular economy. Reuse, UpCycling, "Make new from old" .... We are constantly looking for ways to reuse existing things, use fewer new resources and dispose even fewer resources.

    More information about BENU can be found here

  • What do the names of the BENU models mean?

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    With our upcycling fashion, we "rescue" used clothes that would otherwise be thrown away. At the same time, we want to remember all the endangered animals and plants that need our protection. That's why each creation has a name inspired by an endangered or already extinct species. Below each model you will find a link that leads you to a description of the respective species.

• Social

  

  • How are the prices established at BENU?

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    BENU COUTURE stands for fair and transparent prices that reflect the real costs of clothing production. We calculate the prices for all BENU creations according to the actual amount of work: 1 hour of work = 30 euros (including VAT).

    We therefore measure the time needed to produce a garment. This working time includes all the steps for the production of a BENU creation: Preparing the fabrics, cutting, fitting, sewing together, final quality control and taking photos. The materials used are not included in the price.

  • Can I use the Kulturpass at BENU?

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    Yes! As a Kulturpass holder:in you already receive free access to the various partner museums, and a ticket for the price of 1.50 euros for cultural events such as dance performances, concerts and plays, for the Cinémathèque or festivals.

    We at BENU want to go a bit further. We would like to extend the Kulturpass offer to other areas beyond cultural events. Therefore, as a Kulturpass holder, we grant you a discount on all our services and products. Whether you buy a piece of clothing at BENU COUTURE or visit the BENU SLOOW restaurant... you pay half the regular price everywhere.

    You can find more information on the Kulturpass at www.kulturpass.lu

• The creations

  

  • Are BENU creations available in different sizes?

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    The BENU creations are produced in series. This means that the various models are usually available in different sizes. However, depending on the design of the model and the demand, we do not always produce in all sizes.

    All information about the BENU COUTURE sizes can be found in our size guide.

    Since we only use fabrics from used clothes and textiles in our production, each item is unique. For this reason, we may not always have all the sizes in stock. If you can‘t find the size you are looking for, please contact us. We do our best to meet your wishes.

  • Why do we offer unisex clothing?

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    BENU supports the LGBTIQ+ community and is committed to further the acceptance and equality of everyone, regardless of their gender identity and (a)sexuality.

    Within the fashion world, the binary categorisation into “men”and “women” still prevails. “Women” should shop in the “women’s" department and “men” in the “men’s" department. The collections for “women” and “men” are strictly separated even in most online shops, and the filter functions are restricted to these two categories.

    At BENU COUTURE, we believe that everyone should wear clothes they feel comfortable in, regardless of whom the fashion was designed for. So by designing unisex creations, we make sure that our fashion is for everyone. You can browse of course through all of our departments and find your perfect garment.

  • What does the colour code on the BENU creations stand for?

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    We only use fabrics from used clothes and textiles in our production. The creations are usually composed of several different fabrics, so they usually also have several colours.

    Under each article you will find a colour code. This indicates the dominant colour of the garment. Since all BENU creations are unique, the different models are not available in every colour category.

    And if a model is not available in your favourite colour, then don‘t hesitate to contact us! We will be happy to realise an existing model according to your colour wishes.

  • Can my former favourite piece be used for a BENU creation?

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    Yes, of course! Choose an existing BENU creation that you like. We produce it especially for you and integrate a piece of fabric that you provide us with. The fabric comes from your favourite jumper, your boyfriend's shirt, your girlfriend's blouse or... This is how a unique emotional piece is created just for you!

  • Can I have a BENU creation modified?

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    Yes, if you like a model, but your favourite variation doesn't fit, we can customise the garment for you. Maybe a model is not available in your favourite colour? Or the variation you like is already sold? No problem! We can create an existing model according to your colour wishes.

  • Does BENU COUTURE manufacture made-to-measure clothing?

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    Yes, we are happy to repair and transform your favourite old garment according to your personal ideas. It is also possible to create a completely new garment from the clothes and fabric scraps you provide. BENU COUTURE offers to make a new creation just for you!

    The BRING-IN production is also popular: in this case you choose an existing BENU creation that we produce for you. We then ntegrate a piece of fabric that you provide us with. The fabric comes, for example, from your favourite jumper, your boyfriend's shirt, your girlfriend's blouse... This is how a unique emotional piece is created, just for you!

  • How do I take care of the BENU COUTURE creations?

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    You will find care instructions on every BENU item. The care symbols explain how you can wash, dry and iron your garment without damaging it. The care recommendations take into account the most sensitive part of the textile item (e.g. the zip). However, we cannot guarantee that stains and soiling will disappear completely. For a more gentle approach to the environment and clothing, we recommend washing and ironing your garments at the lowest possible temperatures.

    You can find an overview of all care symbols here

  • Is there a warranty?

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    Yes, because we want you to enjoy your BENU creation for as long as possible! Every single item is made professionally and with the utmost care in the BENU tailoring. Should you nevertheless discover a manufacturing defect, such as a faulty seam or fastener, come to us or send us your item.

    We will take care of the repair free of charge and this for a lifetime! Damage due to normal wear and tear, will be repaired for you at our usual prices.

• Order and payment

  

  • How can I order from BENU?

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    You can place your order with your BENU account or without an account as a visitor. Once you have registered, you can track the status of your order in your account at any time.

    To place an order, you must first place the item you want in the shopping basket. If you wish, you can select different gift options there, such as a gift wrap or a gift card, or use a voucher.

    In the further ordering process, you can select your desired payment method and specify whether you would like to have the goods delivered to your home or whether you want to collect them yourself from our BENU shop.

    You can find more details about the orders in our General Terms of Use.

  • What are the payment methods?

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    In the BENU COUTURE online shop you can pay by credit, debit or prepaid card, PayPal, Payconiq/Digicash or bank transfer.

    You can find more information about the payment options here

  • Can I buy BENU creations in person?

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    Yes! BENU creations are not only available online, but also in our BENU Shop at the BENU VILLAGE in Esch-sur-Alzette. Here you can get inspired and receive personal advice. Currently, you can also find some of the BENU creations at the Lët'z Refashion Pop-Up Store in Luxembourg City, an initiative of the "Rethink your Clothes" campaign.

    Items that are not available in the BENU shop in Esch-sur-Alzette but in a pop-up store are listed on www.benucouture.lu marked with a bird symbol.

    You can find the addresses and opening hours of the sales outlets here

• Vouchers

  

  • What vouchers are available?

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    BENU vouchers are available for a value ranging from 1 working hour (30€) to 6 working hours (180€). You have the option to buy a gift voucher from fabric scraps, but in this case we charge 5€ for the production. Our gift vouchers are also available digitally in PDF format.

    You can find our BENU gift vouchers here

  • How to redeem a voucher?

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    You can use your BENU voucher directly during the online ordering process by entering the number of the voucher. The credit of the voucher will then be automatically deducted from the sales amount.

    Your voucher is not only valid in the online shop of BENU COUTURE but also on every internet page of BENU (except www.benureuse.lu ) or at the BENU VILLAGE in Esch-sur-Alzette for all BENU activities and this for an unlimited period!

    For more information on the BENU vouchers, please see the general terms of use.

• Shipping

  

  • Where do you deliver to?

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    BENU COUTURE delivers to the following countries:

    Luxembourg, Belgium, Netherlands, Germany, France, Austria, Switzerland, Czech Republic, Denmark, Finland, Italy, Portugal, Slovenia, Slovakia, Spain, Greece, Hungary, Ireland, Iceland, Lithuania, Norway and United Kingdom.

    If you would like to have an item delivered to another country, please contact us. We will then clarify whether delivery is possible and under what conditions.

  • Why doesn't BENU COUTURE deliver free of charge?

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    In times of ever-growing e-commerce, we often forget that every single delivery represents an effort in terms of logistics, personnel, fuel, energy and time. Every online purchase leaves an "ecological footprint" and affects the environment in which we live.

    Unlike many online shops, we have therefore decided to charge the delivery costs for each delivery and also not to bear the costs of returns. We would like this to motivate you to be more conscious in your consumption and to consider before each purchase whether it is really necessary.

    And if you are not sure whether the garment you want fits, then come and try it on. We look forward to your visit!

    You can find us here

  • How much are the shipping costs?

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    The shipping costs depend on your country and the total weight of your order. Thin and light items up to 500 g, such as vouchers, are sent by letter, all larger items are sent in boxes.

    We charge you the costs for the shipment with Post Luxembourg. In addition, we charge 2 Euro per parcel or 1 Euro per letter for our working time for packing the ordered items. The packing material is free of charge.

    You can find an overview of the shipping costs depending on weight and country here

  • How long does the delivery take?

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    We can prepare your items for shipment as soon as we have received the payment for your order. We aim to have your order ready for dispatch and delivered to Post Luxembourg within one working day. However, if your order includes one or more items from a Pop-Up Store, preparation for shipping may take longer for logistical reasons.

  • Can I also collect my order from the BENU Shop?

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    Yes, if you would like to collect your order in person from the BENU shop in Esch-sur-Alzette, you must indicate this in advance during the online ordering process.

    As our storage capacity is limited, we ask you to collect your order within one month and to bring the confirmation e-mail with the order number in digital or printed form.

  • What packaging does BENU use for shipping?

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    To save raw materials, all goods are shipped in used or reused cardboard boxes. We also do not use plastic packaging and use plastic-free, environmentally friendly parcel tapes.

• Return, refund and complaints

  

  • Can I exchange an article?

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    No! Since we only use fabrics from used clothes and textiles for production, each item is unique. It is therefore not possible to exchange the goods.

    However, if you do not like or like an item, you can return it within 28 days from the date of dispatch and order a new item on our website.

    All information about returns and refunds can be found here

  • Can I return an item?

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    Yes, you can return an item that you don't like or that doesn't fit within 28 days of the goods being dispatched, or you can return it in person to our BENU Shop in Esch-sur-Alzette. Please make sure that the item you are returning is in perfect original condition, unwashed and unused. A careful and thorough fitting of the clothes is of course possible

    You can find out how the return process works in detail here

  • Why do I have to pay for the return shipment myself?

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    In times of ever-growing e-commerce, we often forget that every single delivery represents an effort in terms of logistics, personnel, fuel, energy and time. Every online purchase leaves an "ecological footprint" and affects the environment in which we live.

    Unlike many online shops, we have therefore chosen not to cover the cost of returns. We would like this to motivate people to consume more consciously and to consider before each purchase whether it is really necessary.

    In the event of defective goods, incorrect delivery or otherwise, we will of course bear the return costs. They will be refunded to you subsequently, together with the sales price

    And if you're not sure if a garment is right for you, come and try it on. We look forward to your visit to the BENU Shop in Esch-sur-Alzette

  • How do I make a complaint?

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    We are sorry if your article does not correspond to the usual BENU COUTURE quality, if it is defective or if we have sent you by mistake an article that does not correspond to your order.

    Send the item back to us, stating the reasons for the return. For information on how to return an item, see here.

    If we have sent you a faulty item (production error), you can ask us whether the error can be repaired. We will then check whether a repair is possible or whether a discount can be granted.

    In the event of a complaint (item with a production error, incorrect delivery or similar) that is due to a fault on the part of BENU COUTURE, we will of course reimburse all shipping and return costs.

    For further questions about a complaint contact us!