Refund and Return Policy
1 - Right of Return
In accordance with current legislation on 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 of receiving your package.
2 - How to make a return request?
The return/exchange request must be made by email, specifying the reason for return with supporting photos, do not forget to put in the title of your message: Exchange/Return Request
Email: contact@mes-culottes.com
To qualify for a return, your item must be unused, meaning in the condition you received it.
We will review the return request and all instructions will be sent by email once the request is approved.
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 was received by mistake. If in this case you wish to exchange it, send us an email with a photo of the received item and the order number.
For example, if you ordered size S panties or a swimsuit but received size M, in this case we will directly proceed with the exchange and fully refund the 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 agreement by email, wait for us to send you the return instructions with the address, then place the products in the original envelope (otherwise, choose an envelope or box of similar size).
- Write the order number on a small piece of paper.
- Carefully close 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 with the return date, tracking number, and shipping receipt.
Exceptionally, in the event of an exchange request without error on our part, we will refund 30% of the return costs. However, if you prefer a return for a refund, the return costs will remain at your expense.
4 - How does the exchange or refund process work?
Upon receipt of the returned products, We will inspect the items. If they comply with the return policy, the exchange or refund will be made within 14 days. The customer's bank account will be credited within 3 to 10 days from the refund date.
Article L221-28 of the Consumer Code: The right of withdrawal cannot be exercised for the following contracts:
- Sale, promotional, and personalized items are non-refundable but we accept exchanges.
5 - NON-RECEIPT OF ORDER
In case of non-delivery, we will do what is necessary to deliver the package as soon as possible. However, due to external factors, delivery times may be slightly extended, but in general our packages arrive on time to our customers, your patience is appreciated.
However, if the package is returned to us by the carrier, for example due to an incomplete address, in this case, redelivery or refund will be made.
And in the case if you have received an incomplete order, do not worry, sometimes we ship the order in several separate packages due to a stock shortage of some items.
If the deadlines are largely exceeded without any news from us and without any reason, do not hesitate to contact us. We will be happy to help you. Please indicate in the title of your message: Update Request – Package Not Received.