Refund policy
The Buyer has a right of withdrawal for the following reasons:
- Non-performance of the product for any reason whatsoever (except custom-made items).
- Non-conformity of the product
The Buyer has 15 days to return the item(s) in their original condition.
To return an order, the Buyer may use one of two channels:
- Directly via their order history available on their account and click on “Returns” to the right of the order concerned.
- By visiting the returns page (https://www.lesdunes-store.com/apps/return_prime). He/she must enter his/her order number and the e-mail address used for the order.
- Select the item(s) you wish to return and choose the reason for the return.
- Choose how you wish to be reimbursed.
- They will be able to update their information.
- He/she must enclose the order invoice with the returned item(s) so that it/they can be identified upon receipt. If you have lost your invoice, you can retrieve it by accessing your account and print it out.
The invoice is essential. The Buyer is responsible for including the invoice, without which he/she cannot be identified.
Items must be returned to the following address:
LES DUNES - Returns Department
8 rue Mado Maurin
75018 Paris
France
Conditions
Items must be returned in perfect condition, unworn and with tags attached. Items returned without labels, damaged, soiled or already worn will not be refunded.
Errors and defective items
In the event of item errors or defective items, the Buyer has 7 days to notify us by email.
If the Product is judged not to conform to the order, or if the Product is defective, LES DUNES will be responsible for the return costs.
In this case, LES DUNES will provide a prepaid return label that the Purchaser can use to return his shipment. The Purchaser must contact customer service at boutique@lesdunes-store.com to obtain this label. This claim must be made within 7 days of delivery.
Transport
The Buyer will select the carrier of his choice to make his return. Return shipping costs are the responsibility of the Purchaser. LES DUNES does not accept packages with postage due. In accordance with article L216-4 of the French Consumer Code, the return label without carrier, any risk related to transport is borne by the Purchaser. The Seller is not responsible for any loss of the parcel.
Delay
If the aforementioned conditions are met and if the Purchaser has requested a refund of the Product, LES DUNES will refund the Purchaser, within 15 days from the date of receipt of the returned Product by LES DUNES, the sums corresponding to the Product(s) purchased by the Purchaser and excluding delivery costs.
Damages and problems
Please inspect your order on receipt and contact us immediately if the item is faulty, damaged or if you receive the wrong item, so that we can assess the problem and remedy it. In this case, you have 7 days to contact us by email to inform us of the error or defective item.
Exchanges
As we work with pre-orders and limited quantities, we are unable to offer exchanges for logistical reasons. We recommend that you return your item(s) for a refund and reorder according to the items available on the site.
Refunds
We will notify you once we have received and inspected your return, and let you know whether or not the refund has been approved. If the refund is approved, you will be automatically refunded to your original payment method within 15 days. It may take some time for your bank or credit card company to process and post the refund.
In the case of made-to-measure creations
Custom-made items are not exchangeable or refundable, as they cannot be re-sold to another customer.