Refund policy

- RETURN & EXCHANGE POLICY -

 

Items purchased on our website are eligible for return provided that they are returned within 14 days of the item's delivery date in new, unused, unworn, unwashed, unaltered, and undamaged condition, with all original tags attached.

In the case you would wish to cancel your order, you are able to do so as long as the order is not fulfilled via your customer account or by contacting us here . Please don't forget to mention: 

• Your initial order number
• The name, color and size of the items you wish to cancel 

Please note that once an order has shipped we are unable to cancel said order. Once received you will have to return the order to us for a refund. 

We can also offer standard exchanges on the condition that said items are in stock. However, please contact our customer service to request an exchange, and do so prior to submitting any return request. You may reach us here 

Please don't forget to mention: 

• Your initial order number
• The name, color and size of the items you wish to exchange 
• The name, color and size of the items you wish to receive in the exchange

Please note, however, that exchanges are not available during sales periods due to the high volume of orders and rapidly changing inventory.

To initiate a return for a refund, you can connect to your customer account here and request a return via your account. You do not need to have created an account to do so. However you will have to connect with the e-mail used to place your order. Fill in your e-mail and you will receive a 6 digit security code. 

Below the detailed process: 

• Connect to your account here with the email used to place the order 
• Fill in the 6 digital security code received by e-mail
• Go to your order history and click on "request a return" on the order containing the item(s) you wish to return. 
• Select the item(s) you wish to return and fill in the reason for return 
• Once done finalise the request by clicking on the button "request return" located at the end of the order recap. 
• If your return is accepted you will receive the return documents via e-mail. 

As stated in our shipping policy, returns are free for orders over 200€ in the EU and 400$ for order worldwide. Under these minimum amounts return fees are up to the customer. Please contact us at: eshop@louloudesaison.com

Following inspection and acceptance of your return, you will receive confirmation via email that a refund or merchandise credit has been issued. Please allow up to 21 business days for your return to be processed. The refund is solely issued to the payment method used during the initial purchase. 

Returns are accepted at the sole discretion of Loulou De Saison. Items that are deemed not to meet one or more of the eligibility criteria outlined above will be handled on a case-by-case basis, which may include 1) refusing to accept the return and sending it back to the purchaser or 2) deducting a fee from the refund or merchandise credit to cover the expense of cleaning, repair, and/or shoebox replacement.

Please note that initial shipping fees billed are not refunded in the order refund as this is a service that is paid for and completed wether the items are kept or not.

EU RETURNS

• • Returns on orders over 200€: To initiate a return, please connect to your account and request return to receive via e-mail your pre-paid DHL return label.

 

• • Returns on orders under 200€: Orders under this amount are not eligible for complimentary returns, and a 20€ shipping fee will be deducted from your refund. The return request however still remains the same, log-in here to initiate the process.

 

INTERNATIONAL RETURNS

• • International returns over 400$: To initiate a return, please connect to your account and request return to receive via e-mail your pre-paid DHL return label.

 

• • Returns on orders under 400$: Orders under this amount are not eligible for complimentary returns, and a 45$ shipping fee will be deducted from your refund. The return request however still remains the same, log-in here to initiate the process.

 

Please note that returns will need to be sent to the following address: 

• • Loulou De Saison 
  • Located at: 150 - 152 Rue de Paris, 93100, Montreuil, Paris
  • Contact: logistic@louloudesaison.com