RETURNS & REFUND POLICY

Access to the contact form here to ask for a return. Please check first the general conditions below ⬇️ 



Return Policy (Legal Clause – French Consumer Law Compliant)

Right of Return (Change of Mind)

Customers have the right to return their order within 14 days from the delivery date, in accordance with French Consumer Code Article L221-18.

The customer must notify us of their decision to return the product before the end of the withdrawal period.

Conditions for Accepted Returns

Returned items must be:

  • unworn and unused,

  • in their original condition,

  • free from non mentioned odours, stains, or damage,

  • returned with all original tags and packaging.

Return shipping costs are the responsibility of the customer, as provided by Article L221-23 of the French Consumer Code.

Refunds are issued to the original payment method within 7 business days after the returned items are received and inspected.

Shipping fees paid at checkout are non-refundable.

We only refund in store credit for orders outside EU (United States, Canada, Australia, New Zealand, Singapore, Israel, Switzerland).

Store credit:

  • is issued in EUR (or equivalent value),

  • is valid for 3 months from issuance,

  • is non-transferable and non-refundable.

Shipping fees paid at checkout are non-refundable.

 

Exceptions – Items Not Eligible for Return

In accordance with French Consumer Code Article L221-28, the following items cannot be returned for hygiene reasons:

  • lingerie and underwear,

  • swimwear,

These items are considered final sale and are not eligible for refund or exchange, unless the product is defective or the wrong item was sent.

 

Defective or Wrong Item Received

If the customer receives a defective product or an item that does not match the order, we will cover all return shipping costs.

The customer will be offered a replacement or a full refund.

 

Lost or Returned Shipments

1. Lost Parcels

If a parcel is confirmed lost by the carrier, the customer is entitled to a full refund of the order, including shipping costs.

A parcel is considered “lost” when:

  • the carrier declares it officially lost, or

  • tracking shows no movement for 30 days for international shipments or 15 days for EU shipments.

No refund can be issued before these investigation periods have ended, in accordance with French Consumer Code – Articles L216-1 to L216-3.

Once the parcel is declared lost, the refund will be issued to the original payment method within 7 business days.

 If your tracking is inaccessible or your package is still not delivered within the time limit, please contact us via the contact form on our website so we can check with the carrier the position of the package.

2. Returned-to-Sender Parcels (RTS)


A parcel may be returned to us by the carrier for reasons such as:
• incorrect or incomplete address
• unclaimed package
• refusal to pay duties/taxes
• refusal of delivery
• inability to deliver after several attempts

If the carrier returns the parcel to us:
• Shipping fees are non-refundable, as the service has been provided.
• The product price will be refunded upon receipt of the returned parcel, provided the items arrive in their original condition.

If the customer wishes the parcel to be reshipped, new shipping fees will apply.

 

3. Duties & Taxes (International Orders)

Customs duties, VAT and import taxes are the responsibility of the customer. 

If the customer refuses to pay these charges and the parcel is returned, the order will be treated as a returned-to-sender shipment (see section 2).


 

4. Delivery Marked as Delivered but Not Received

If tracking shows “Delivered” but the customer claims non-receipt, a formal investigation with the carrier will be opened.

Under French law (Article L216-4), the seller is responsible for delivery but may request:

  • a sworn statement from the customer

  • any supporting documents (police report, mailbox photo, etc.)

  • confirmation from the carrier

Refunds are issued only if the carrier accepts liability.

5. Incorrect Item Received (Seller Error)

In case of a shipping error caused by us, the customer is fully refunded including shipping OR may request a replacement.

If a return is required, we will cover all return shipping costs.

 

6. Time Limit for Claims

Claims must be made within the following periods:

  • 60 days from shipment date for EU orders

  • 90 days from shipment date for international orders

After these deadlines, claims may be refused if the carrier can no longer investigate or provide documentation.

7. Condition of Returned Goods

Refunds for returned-to-sender parcels or customer returns are issued only when items are received back in:

  • original packaging

  • free of non mentioned damage, odors, or signs of wear

Items returned in unsuitable condition may be refused or refunded partially.

 

8. Force Majeure

Delays caused by events outside our control (customs delays, strikes, extreme weather, border closures, etc.) do not entitle the customer to compensation or free cancellation, in accordance with French Civil Code Article 1218.