Return and Refund Policy
Return and Refund Policy
Last updated: 24 August 2026
This Return and Refund Policy describes the conditions applicable to items purchased on the Lounelle Paris website.
It supplements our General Terms and Conditions of Sale. It does not limit the rights consumers have under applicable law, including the right of withdrawal and statutory guarantees.
Rules applicable by market
Markets with a statutory right of withdrawal
For orders delivered in the European Union, the United Kingdom or Norway, the customer has a statutory right of withdrawal under the conditions set out by applicable law.
This right allows the customer to notify Lounelle of a decision to withdraw within 14 calendar days of receiving the order, without having to give a reason.
Returns for orders delivered in the European Union are sent to our return centre in France. For orders delivered in the United Kingdom or Norway, the return address is provided by our customer service team and may vary by market.
Markets without a general right of withdrawal for change of mind
For orders delivered in Australia, New Zealand, Canada or the United States, Lounelle accepts return requests, including for non-defective items, even where no general statutory right of withdrawal applies. Direct return shipping costs remain the customer’s responsibility, in accordance with this policy.
Defective, damaged, incorrect or non-conforming items may also be returned. Any mandatory rights applicable to those items remain fully preserved.
Lounelle nevertheless offers a free size exchange for 14 days from receipt of the order, subject to the conditions of this policy.
When a return or exchange that is not legally required is requested, customer service may, depending on the circumstances, offer an exchange, store credit, a full refund, a partial refund or another commercial solution.
These commercial solutions do not limit the rights applicable to defective, incorrect or non-conforming items.
1. Withdrawal Period
For orders delivered in the European Union, the United Kingdom or Norway, you have 14 calendar days from receipt of your order to notify us of your decision to withdraw, without having to give a reason.
When several items from the same order are delivered separately, the period begins on receipt of the last item.
After notifying us of your decision, you have an additional 14 days to send the items concerned.
2. How to Exercise Your Right of Withdrawal
To notify us of your decision, you may:
- write to contact@lounelle.com ;
- use the contact form available on our website;
- use the model withdrawal form provided below.
To notify us of your decision to withdraw, use our online form by clicking the button below.
Exercise My Right of Withdrawal
After you submit your request, we will send you an acknowledgement by email. We will then provide the instructions and the applicable return address.
Your message must clearly express your intention to withdraw.
To help us process your request, please provide:
- your first and last name;
- your order number;
- the email address used for the order;
- the items you wish to return;
- your preferred solution: refund or store credit.
Our customer service team will then send you the instructions and the return centre address applicable to your market.
Pre-registering your return with customer service makes it easier to identify, but does not affect your statutory right of withdrawal when it has been exercised within the required period.
3. Return Address
Orders delivered in the European Union
Returns must be sent to our return centre in France.
Orders delivered outside the European Union
For orders delivered to the United Kingdom, Norway or another country outside the European Union, the full address is provided by our customer service team. It may vary depending on the market, the warehouse concerned and the nature of the request.
Do not send your return to the address shown on the original shipping packaging, as this may be a logistics provider that is not authorised to process returns.
Every parcel must clearly identify the order concerned.
4. Return Costs
In the event of a change of mind, an incorrect size choice or an item that does not suit you, direct return shipping costs are your responsibility where applicable law allows them to be charged and this information was provided before the order.
For commercial returns accepted in markets without a general right of withdrawal, direct return costs are also your responsibility, unless customer service agrees otherwise.
You are free to choose the carrier used for your return.
We nevertheless recommend that you:
- use a tracked service;
- keep your proof of postage;
- keep the tracking number until the return has been fully processed;
- protect the items properly during transit.
5. Restocking Fees Outside the European Union
For orders delivered outside the European Union, where applicable law allows Lounelle to accept a commercial return for change of mind or personal preference, a restocking fee equivalent to 10 USD converted into the local currency of the order may be deducted from the refund amount.
This fee may apply when a return is accepted on a commercial basis in a market that does not provide a general right of withdrawal.
The restocking fee does not apply to:
- a return made under a statutory right of withdrawal;
- a defective, incorrect or non-conforming item;
- an error attributable to Lounelle Paris;
- situations where deducting it is prohibited by applicable law.
6. General Return Conditions
To allow them to be resold, items must be returned:
- in their original condition;
- clean and unwashed;
- free of makeup marks;
- free of stains;
- free of perfume, deodorant, perspiration or tobacco odours;
- undamaged;
- with their original tags attached;
- with any accessories;
- in their original packaging where it is still available.
You may try on a garment in the same way as you would in a physical shop.
However, the product must not have been used or handled beyond what is necessary to check its nature, characteristics, size and fit.
7. Worn, Washed or Damaged Item
The right of withdrawal is not automatically lost merely because an item has been tried on or its packaging has been opened.
However, a reduction in the refund may be applied if the item has depreciated as a result of handling beyond what was necessary to try it on and check its characteristics.
This may include an item that has been:
- worn for an extended period;
- washed;
- stained;
- damaged;
- altered;
- affected by an odour;
- returned incomplete;
- with its tags removed where this has affected its value or ability to be resold.
Any reduction will be assessed based on the actual condition of the product and its loss of value.
Our customer service team will inform you before applying a reduction or refusing a return based on a statutory exception to the right of withdrawal.
8. Items Excluded from the Right of Withdrawal
The right of withdrawal does not apply in the cases provided for by law, including certain items that are:
- made to the customer’s specifications or clearly personalised;
- liable to deteriorate rapidly;
- unsealed after delivery and unable to be returned for health or hygiene reasons, where the legal conditions for this exception are met.
Where special conditions apply to an item, they are stated on its product page before purchase.
For swimwear and similar products, where sold, any hygiene seal must remain intact for the product to be accepted under normal conditions.
9. Sale Items or Items Purchased with a Discount
Sale items, discounted items or items purchased using a promotional code may be returned under the same conditions as other items where a statutory right or commercial policy allows it.
The refund or store credit is calculated from the amount actually paid for the item after the discount, subject to the recalculation of promotions described below.
A promotional code used for the order is not automatically reactivated after a return.
10. Promotions Conditional on Multiple Items
When a promotion depends on the purchase of several items, returning part of the order may result in the total or partial loss of the promotional benefit.
For example, if a discount is granted for the purchase of two items and only one item is kept, the discount that depended on purchasing both items may no longer apply.
The price of the item kept is then recalculated at the price normally applicable without the relevant promotion. The refund is calculated on the basis of the amount actually due after this recalculation.
This rule is stated in the offer terms before the order and does not limit statutory rights applicable to a defective or non-conforming item.
11. Free Delivery and Partial Returns
When free delivery was granted because the order exceeded a minimum threshold or met a promotional condition, a partial return may result in the loss of that free delivery benefit.
If the remaining order value no longer qualifies for free delivery, the applicable standard delivery fee may be deducted from the refund where this deduction is permitted by applicable law.
Where a refund of delivery charges is legally required, Lounelle Paris refunds only the amount corresponding to the least expensive standard delivery option offered for the order. Any extra amount paid for express delivery is not refunded.
12. Returns from Multiple Orders
Where possible, each order should be returned in a separate parcel.
If you return items from several orders, each order must be clearly identified.
Combining several orders in one parcel may result in additional processing time, without removing your statutory rights.
13. Free Size Exchange
Lounelle Paris offers a free size exchange for orders delivered in mainland France and, where this service is available, for orders delivered in Australia, New Zealand, Canada or the United States.
This commercial benefit is limited to:
- one free exchange per order;
- a change of size;
- the same item;
- the same model;
- the same colour;
- an item available in stock.
The returned item must meet the conditions set out in this policy.
For orders delivered in mainland France and for markets where the free exchange is offered, Lounelle Paris provides the return label and covers shipment of the replacement item. This coverage applies to the free size exchange and takes precedence over the general rules on return costs.
The free size exchange does not limit the statutory right of withdrawal where such a right exists.
14. Exchange for Another Model or Colour
The free exchange does not allow an item to be replaced with:
- another model;
- another colour;
- an item of a different value.
In this situation, you must return the relevant item and then place a new order. The costs applicable to this return are those set out in this policy.
15. Exchange Size Unavailable
If the requested size is no longer available, where permitted by law or the commercial circumstances, you may choose between:
- a refund for the item;
- enhanced store credit equal to between 100% and 110% of its value;
- a partial or full refund in markets where this solution is offered on a commercial basis;
- another solution proposed by our customer service team with your agreement.
In markets with a statutory right of withdrawal, store credit cannot be imposed instead of a statutory refund.
No replacement can be guaranteed before the returned item has been received and inspected.
16. Exchanges Outside Mainland France
For orders delivered in Corsica, Monaco, the French overseas territories or another country where the free exchange is not offered, return costs related to a size change remain your responsibility.
For orders delivered in Australia, New Zealand, Canada or the United States, the free size exchange is offered under the conditions in section 13 where it is available for the destination concerned.
For orders delivered to the United Kingdom, Norway or another country outside the European Union, the return address is provided by customer service and may vary by market.
Our customer service team will tell you which options are available for shipping the replacement item.
17. Second Exchange Request
Only one free exchange is offered per order where this benefit is available.
If the new item is still unsuitable, you may return it in accordance with this policy. The costs of this further return remain your responsibility where they may be charged, except in the event of an error or non-conformity attributable to Lounelle Paris.
18. Return Inspection
All returned items are inspected after receipt by our return centre.
This inspection is used in particular to check:
- the identity of the order;
- the presence of the declared items;
- their condition;
- their compliance with the return conditions;
- the chosen solution.
Processing is generally completed within 3 to 5 business days of receipt of the parcel.
During busy periods, additional time may exceptionally be required.
19. Refund Period
When the statutory right of withdrawal is exercised, the refund is issued without undue delay and within the applicable legal period.
Lounelle Paris may defer the refund until:
- the returned items have been received;
- or proof that they have been sent has been received,
with the relevant date being the earlier of these events, where permitted by applicable law.
After receipt and inspection of the return, the refund is generally processed within 3 to 5 business days.
In markets without a general right of withdrawal, the refund, store credit or exchange depends on the solution accepted by customer service.
20. Refund Method
The refund is made using the same payment method used for the order, unless you expressly agree to another solution that does not incur any cost for you.
It is normally not possible to refund an order to:
- another bank card;
- another account;
- a third party’s payment method.
After the refund has been issued, additional bank processing time may be required before the amount appears in your account. This depends on your bank and the payment method used.
21. Refund of Initial Delivery Costs
If you return your entire order under the statutory right of withdrawal, Lounelle Paris refunds the cost of the least expensive standard delivery option offered for that order, up to the amount actually paid for it.
Where standard delivery was free, including because the order reached the applicable free-delivery threshold, no amount is due for the initial delivery costs.
If you chose a more expensive delivery option, such as express delivery, the additional amount paid over the least expensive standard delivery option is not refunded.
In the event of a partial return, initial delivery costs are not refunded where they would have been the same if the order had originally covered only the items kept. Where applicable law requires a refund because of how the charges were calculated, it will be made in accordance with that law.
In markets without a general right of withdrawal, initial delivery costs are not refunded for a commercial return based on personal preference, unless customer service agrees otherwise or the law requires it.
22. Enhanced Store Credit from 100% to 110%
Where applicable law allows you to choose a commercial solution instead of a refund, you may choose to receive store credit equal to between 100% and 110% of the value of the returned items.
Example: for an item returned with a value of $50, you will receive store credit of up to $55.
This store credit:
- is valid for 12 months from the date of issue;
- may be used in one or more transactions;
- cannot be combined with another promotional code;
- cannot be exchanged for cash;
- does not cover delivery costs, unless otherwise stated.
Store credit is issued only after your express choice and after the returned items have been received and inspected.
In markets with a statutory right of withdrawal, store credit cannot be imposed instead of the statutory refund.
Once issued at your request, it normally cannot be converted back into a monetary refund.
23. Refund Not Received
When your refund is issued, we will send you a confirmation by email.
If the amount does not appear immediately:
- check the payment method used for the order;
- wait for your bank’s usual processing time;
- contact your bank;
- then contact Lounelle Paris if the refund is still missing.
Please include your order number in your message.
24. Defective or Damaged Item
If you receive a defective or damaged item, contact us as soon as possible, ideally within 7 days of receipt.
This recommended period helps us process the claim, but does not limit your rights under applicable statutory guarantees and mandatory protections.
Do not return the item until you have received instructions from our customer service team.
25. Wrong Item or Wrong Size Sent
If you received a product different from the one ordered or a different size from the one shown on your order confirmation, contact our customer service team immediately.
Lounelle Paris will cover the costs necessary to return the item and resolve the issue.
26. Missing Item
If an item is missing from your order, carefully check:
- the contents of the parcel;
- the different packages;
- your order confirmation;
- any messages received from our customer service team.
If the item is still missing, contact us with your order number and photographs of the parcel received.
27. Information Required for a Claim
To process a request concerning a defective, damaged, incorrect or missing item, we may ask you for:
- the order number;
- the item reference;
- a precise description of the problem;
- photographs of the item;
- a photograph of its label;
- a photograph of the parcel;
- a photograph of the shipping label;
- any information reasonably necessary to process the case.
This information allows us to verify the issue and, if necessary, file a claim with our logistics provider.
28. Proposed Solution in the Event of Non-Conformity
When an item is found to be non-conforming, Lounelle Paris will generally prioritise its replacement, subject to availability.
This commercial priority does not limit the consumer’s mandatory rights in the country of delivery.
Depending on the circumstances and applicable provisions, the solution may be:
- repair;
- replacement;
- a price reduction;
- a refund for the item.
If replacement is impossible, unavailable, disproportionate or cannot be completed within the applicable period, another solution required by law may be offered.
The item will be brought into conformity free of charge to the consumer where applicable law requires this.
29. Statutory Guarantees
Orders delivered in France or the European Union
Products sold by Lounelle Paris benefit from applicable statutory guarantees, including:
- the statutory guarantee of conformity;
- the statutory guarantee against hidden defects, where applicable.
The statutory guarantee of conformity covers, in particular, defects existing when the goods were delivered and appearing within the applicable legal period.
Orders delivered outside the European Union
Items benefit from the statutory guarantees and mandatory protections applicable in the country of delivery.
These guarantees and protections apply independently of this commercial return policy and cannot be removed or reduced by a contractual term.
The detailed terms of the applicable guarantees are also set out in the General Terms and Conditions of Sale.
30. Return Lost in Transit
We recommend that you keep proof of postage and a tracking number.
If your return appears to be lost, contact the carrier used to open an investigation and then send us your proof of shipment.
If we have not received the parcel and there is no proof that it was sent, processing of the refund may be suspended where permitted by applicable law.
Where Lounelle Paris provided the return label, our customer service team will assist you with the necessary steps with the carrier.
31. Error in Return Contents
Lounelle Paris cannot guarantee the safekeeping or return of an item accidentally placed in a return parcel.
Carefully check the contents of your parcel before sending it.
If you believe you have accidentally sent a personal item, contact our customer service team immediately.
32. Abuse and Fraudulent Behaviour
Lounelle Paris reserves the right to carry out checks where there are objective indications of fraud or abuse, including in cases of:
- repeated reports of parcels not received;
- returns of items different from those ordered;
- intentionally damaged products;
- falsified documents;
- manifestly abusive use of the free exchange service.
Any decision will be made in compliance with the consumer’s legal rights and may not abusively remove the right of withdrawal or the applicable statutory guarantees and mandatory protections.
33. Contact
For any request concerning a return, exchange or refund, please contact us:
Email: contact@lounelle.com
Phone: +33 6 11 27 40 05
You can also use the contact form available on our website.
Our customer service team is available Monday to Friday, excluding public holidays.
Requests generally receive a response within 24 to 48 business hours.
To help us process your request, include your order number in your first message.