Politique de remboursement

Returns & Refunds Policy

We hope you love your Loulène order. If you change your mind, you may request a return within 14 days of receiving your order.

Return shipping fees

A flat return shipping fee will be deducted from your refund:

• France: €5 per return

• European Union, excluding France: €10 per return

• United States: €20, or the equivalent amount in the currency of your order

The fee is applied once per return parcel, regardless of the number of items returned. No restocking fee applies.

Return shipping is complimentary if an item is faulty, damaged or incorrect.

Return eligibility

To be eligible for a return, items must be returned in their original condition: unworn, unwashed and with all original tags attached.

If an item has been handled beyond what is reasonably necessary to assess its nature, characteristics and fit, we may make a deduction for any resulting loss in value, in accordance with applicable law.

How to make a return

To request a return, please submit a return request through your customer account on our website within 14 days of delivery.

Once your request has been approved, our customer service team will email you a prepaid return label and shipping instructions within two business days.

Please send your parcel within 14 days of submitting your return request. To ensure that your return can be identified and processed promptly, please do not send any items without first registering your return.

If you are unable to submit your request through your customer account, please contact us at hello@loulene.com.

Faulty, damaged or incorrect items

Please inspect your order upon delivery. If an item is faulty, damaged or does not correspond to your order, contact us as soon as possible at hello@loulene.com, including your order number and photographs of the item.

Once the issue has been confirmed, Loulène will cover the return shipping costs.

Exchanges

We do not currently offer direct exchanges.

To order a different size, colour or style, please return your original item and place a new order separately.

 

Original delivery charges

If you return your entire order under your statutory right of withdrawal, standard delivery charges will be refunded where required by applicable law.

Any additional cost paid for express or upgraded delivery is non-refundable. Original delivery charges are not refunded for partial returns, unless otherwise required by applicable law.

 

Duties and import taxes

Orders delivered to the United States are shipped on a Delivered Duty Paid (DDP) basis.

Any applicable duties and import taxes are calculated and collected at checkout. The total amount paid when placing your order is therefore the final amount, and no additional duties or import taxes should be requested upon delivery.

If an order is returned after it has been shipped, duties and import taxes will be refunded only where they are recoverable from the relevant customs authority or carrier, or where required by applicable law. Any eligible amount will be confirmed as part of your refund.

 

Refunds

We will email you once we have received and inspected your return and will confirm whether your refund has been approved.

Once approved, the refund will be issued to your original payment method within 10 business days, less the applicable return shipping fee.

Your bank or card provider may require additional time to process and display the refund. If more than 15 business days have passed since your refund was approved, please contact us at hello@loulene.com.