Return policy for all other countries
We hope that your order brings you complete satisfaction, but if this is not the case, we have simplified the return process as best as possible.
Navigate to this page:
- Create your return label
- Pack your items carefully
- Ship your return
- I made a return, when will I be refunded?
- Can I exchange an item?
- I received an incorrect / faulty item
- Check out our FAQs
If you are not completely satisfied with the products received or if you have simply changed your mind, you have a period of 30 days from receipt of your order (or from the date of availability of your package at a relay point) to make a return
The conditions below must be respected:
- Items must be returned in their original condition: unworn, unwashed, and the original tags have not been removed from the items.
- The items were not damaged. They must not show traces of makeup, deodorant, perfume, or any stains, hair, animal hair, odors, etc.
- Shoes must be tried on indoors on rugs or carpets and show no signs of wear.
- The original shoe box must be returned and must not be used as shipping packaging.
- For hygienic reasons, jewelry (necklaces, earrings/piercings) and underwear/swimwear whose hygienic protection sticker has been removed or damaged are not refundable.
- Only jewellery, swimsuits and underwear that have not been unsealed or tried on can be returned
Returns that do not comply with these conditions cannot be refunded. Items will be returned to you and will be subject to postage charges, otherwise we reserve the right to reduce your refund to reflect the value of the return postage in question.
We do not accept returns of unwanted items after the corresponding returns period above. If you still make a return, we will be forced to send it back to your default delivery address and you will be responsible for the delivery costs.
HOW TO MAKE MY RETURN?
1. PACK YOUR ITEMS CAREFULLY
- Carefully pack the items to be returned in a package. Place the item(s) you wish to return in the original packaging preferably, then wrap and close your package securely. If you no longer have the original packaging, pack the item(s) in a sturdy, appropriately sized container to protect the contents.
- Slip inside your return the Return form, or a copy of your invoice (downloadable from your personal space), or the following information on plain paper:
- Your surname/first name
- Your order reference
- Your email address
- The reference of the returned item(s) + reason for the return
- Close the package and ensure that your return is well secured for transport.
2. SHIP YOUR RETURN
You can return the items to us via the carrier of your choice. Note, the return costs are your responsibility.
You are solely responsible for your shipment until it is received in our warehouse, be sure to return your return package to us by tracked shipment. Do not forget to keep the tracking number of your package. Without proof of delivery, no refund request can be accepted.
Your return must be sent to the following address:
300 EUGENE GUERIN STREET
3. I MADE A RETURN, WHEN WILL I BE REIMBURSED?
The time it takes for your return to reach us varies depending on the country you are sending it back from.
Returns made from France can take up to 12 days to reach us.
If you want to make sure that we have received your return, we invite you to track your package using the return tracking number on your proof of postage.
If you made your return via Mondial Relay, the tracking number is indicated on the label that you downloaded for the shipment. If you made your return by another carrier, the tracking number is indicated on your proof of deposit.
Once the return package has been received by our warehouse, it will take 4 to 12 working days for your return to be processed by our logistics teams.
After verifying the condition of the returned items, we will process the refund via your original method of payment as soon as possible. An email will be sent to you as soon as your return has been processed and the refund issued.
(During the Black Friday and holiday seasons, delays may be longer.)
We will refund the price of the returned items, taking into account the discounts applied.
Your order's outgoing delivery charges are non-refundable.
All refunds will be made using the same payment method originally used to pay for your purchase:
- If you paid by E-Carte Bleu , the refund cannot be made on this means of payment, we will refund you in the form of having to use the site for 6 months.
- If you paid by Gift Card or Credit , your refund will be issued as a credit to use on the site for 6 months.
|1 – 5 working days
|Within 24 hours
4. CAN I EXCHANGE AN ITEM?
We do not offer exchanges as we cannot guarantee the availability of items when your return package reaches us. If you want an item in a different size or color, you will need to return the item for a refund and place a new order.
5. I RECEIVED AN INCORRECT/DEFECTIVE ITEM?
We do our best to ensure that your order brings you complete satisfaction. In the event of receipt of an incorrect or defective item, please contact our customer service within 48 hours by e-mail at: email@example.com so that we can resolve the situation as quickly as possible.
In order for us to process your request as quickly as possible, please provide us with the following information:
Your order reference
Which item is incorrect/defective
- It is essential to follow the washing instructions for each item of clothing, exactly as indicated on the care label. Our items are subject to washing test and quality control. We cannot accept returns of items soiled, torn or damaged by improper washing.
- No refund will be made if you are no longer in possession of the item or if the item no longer has its original label and packaging.
Other questions ? Check out the FAQs: