Refund and Return Policy
1 - Right of return
In accordance with current legislation regarding distance selling.
The customer has 14 days after receiving the product to exercise their right of withdrawal, without giving any reason.
And you can request a return/exchange within 30 days of receiving your package.
2 - How to make a return request?
Return/exchange requests must be made by email, specifying the reason for the return and attaching photos. Please include "Exchange/Return Request" in the subject line of your message.
Email: contact@mes-culottes.com
To be eligible for a return, your item must be unused, meaning in the same condition as when 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 high volume of emails and orders simultaneously. Therefore, the waiting time for a response may 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 will replace an item if it is defective, damaged, or if you received the wrong item. If you wish to exchange it in this case, please send us an email with a photo of the item received and your order number.
For example, if you ordered size S panties or a swimsuit but received size M, in this case we will proceed directly with the exchange and We will fully reimburse you for 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 down the order number on a small piece of paper.
- Carefully close the envelope.
- Drop off your parcel at a post office or a collection point of your choice, making sure to keep your proof of posting.
- Finally, contact us indicating the return date, tracking number and shipping receipt.
Exceptionally , if your exchange request is made without any error on our part, we will reimburse 20% of the return shipping costs. However, if you prefer a return for a refund, you will be responsible for the return shipping costs.
4 - How does the exchange or refund process work?
Upon receipt of the returned products, We We will inspect the returned items. If they meet our return policy, an exchange or refund will be processed within 14 days. The customer's bank account will be credited within 3 to 10 days of 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 not refundable but we accept exchanges.
5 - ORDER NOT RECEIVED
In the event 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 longer, but in general our packages arrive on time at our customers' homes, your patience is appreciated .
However, if the package is returned to us by the carrier, for example due to an incomplete address, then a reshipment or refund will be issued.
And in the event that you received your order incomplete , don't worry, sometimes we ship the order in several separate packages due to a stock shortage of some items.
If the delivery deadlines have passed significantly without any updates from us and without any explanation, please don't hesitate to contact us. We'd be happy to help. Please include the following in the subject line of your message: Update Request – Package Not Received .