Refund and Return Policy
1 - Right of Return
In accordance with the current legislation regarding distance selling.
The customer has a period of 14 days after receiving the product to exercise their right of withdrawal, without justification.
And you can make a return/exchange request within 30 days following the receipt of your package.
2 - How to make a return request?
The return/exchange request must be made by email, specifying the reason for the return with supporting photos. Don't forget to include in the subject line of your message: Return/Exchange Request
Email: contact@mes-culottes.com
To benefit from a return, your item must be unused, meaning in the condition in which you received it.
We will review the return request and all instructions will be sent by email as soon as the request is validated.
We apologize in advance, as we are processing a large number of emails and orders at the same time. The waiting time to receive a response may therefore be longer than usual. Thank you for your patience.
So if your request is approved, you will receive an exchange or a refund.
- Exchange
We replace an item if it is defective, damaged, or a different item received by mistake. If in this case you wish to exchange it, send us an email with a photo of the item received and the order number.
For example, if you ordered a pair of panties or a swimsuit in size S but received size M, in this case we will proceed directly with the exchange and fully refund your return shipping costs provided that the lingerie has not been worn.
3 - How to send the products?
To limit return costs, the customer can return the product without the original packaging.
Please follow these steps:
- After receiving our return approval by email, wait for us to send you the return instructions with the address, then place the products in the original envelope (if not, choose an envelope or box of similar size)
- Write the order number on a small piece of paper.
- Carefully seal the envelope.
- Drop off your package at a post office or a relay point of your choice, making sure to keep your proof of deposit.
- Finally, contact us indicating the return date, tracking number, and shipping receipt.
Exceptionally, in the case of an exchange request without an error on our part, we will refund 30% of the return shipping costs. However, if you prefer a return for a refund, the return shipping costs will remain your responsibility.
4 - How does the exchange or refund work?
Upon receipt of the returned products, We will conduct an inspection of the items. If they comply with the return policy, the exchange or refund will be processed within 14 days. The customer's bank account will be credited within 3 to 10 days from the date of the refund.
EXCEPTIONS TO THE RIGHT OF WITHDRAWAL:
In accordance with Article 16 of Directive 2011/83/EU on consumer rights, the right of withdrawal cannot be exercised for certain contracts and products.
Regarding products subject to hygiene requirements, particularly panties, no return or refund will be accepted if the product has been worn, washed, or used.
However, in the case of a bulk purchase, if one or more items have not been worn, washed, or used, they may be subject to a request for exchange or partial refund, provided that the applicable return conditions are met.
5 - NON-RECEIPT OF THE ORDER
In case of non-delivery, we will do our best to deliver the package as soon as possible; however, due to external factors, delivery times may be slightly extended, but generally our packages arrive on time to our customers, your patience is appreciated.
On the other hand, if the package is returned to us by the carrier, for example due to an incomplete or incorrect address, we will either proceed with a reshipment of the package at our expense, or a refund of your order.
If the delays are significantly exceeded without any news from us and without any reason, do not hesitate to contact us. We will be happy to assist you. Please indicate in the subject line of your message: Request for news – Package not received.
ADDITIONAL INFORMATION:
If you received an incomplete order, don't worry. In some cases, we ship orders in multiple separate packages due to temporary unavailability of certain items. The rest of your order will be delivered as soon as possible.
(*) The packaging box is available only with Express delivery.
