Terms and Conditions of Sale and Use
Terms and Conditions of Sale and Use
Last updated: July 14, 2026
These General Terms and Conditions of Sale and Use, hereinafter referred to as the “Conditions,” govern:
- access to and use of the website www.lounelle.com;
- the online sale of products marketed under the Lounelle Paris brand;
- the contractual relationship between Lounelle Paris and its customers.
Browsing the Site implies acceptance of the applicable terms of use. Any order implies unreserved acceptance of the general terms and conditions of sale in force at the time of validation.
Article 1 — Seller's Identity
The Site is operated by:
KAMD MEDIA LIMITED
Registered office: FLAT/RM 1618A, 16/F, PIONEER CTR, 750 NATHAN RD, MONG KOK, HONG KONG
Registration number: 78190639
KAMD MEDIA LIMITED operates the Site and the trademark Lounelle Paris.
Customer service:
Email: contact@lounelle.com
Customer service is available Monday to Friday, excluding public holidays. Requests generally receive a response within 24 to 48 business hours.
Article 2 — Purpose
These Conditions define the rights and obligations of the parties within the framework of:
- consultation of the Site;
- creation of a customer account;
- ordering clothing, footwear, and accessories;
- payment;
- delivery;
- returns, exchanges, and refunds;
- use of the content and services offered on the Site.
The delivery, return, refund, payment, privacy, and cookie policies are part of the Site's contractual environment.
In case of contradiction, these Conditions prevail, subject to mandatory provisions applicable to consumers.
Article 3 — Scope of Application
These Conditions primarily apply to sales concluded with consumers acting for personal and non-professional purposes.
Lounelle Paris reserves the right to refuse or cancel an order that clearly indicates characteristics of a purchase intended for professional resale, particularly when the quantities ordered are unusually large.
Any contrary condition invoked by a Client is unenforceable against Lounelle Paris, unless prior written acceptance.
Article 4 — Legal Capacity
To place an order, the Client must:
- have the necessary legal capacity to enter into a contract;
- or act with the authorization of their legal representative.
The Client guarantees that the information provided is accurate, complete, and up-to-date.
Article 5 — Site Access
Lounelle Paris strives to ensure regular access to the Site.
Access may nevertheless be temporarily interrupted, particularly for:
- maintenance;
- an update;
- a technical correction;
- a security operation;
- a failure affecting a service provider;
- an event beyond the control of Lounelle Paris.
A temporary interruption does not automatically entitle to compensation, without prejudice to the consumer's mandatory rights when it affects an already concluded order.
Article 6 — Customer Account
Account creation may be offered to facilitate:
- order tracking;
- address registration;
- history viewing;
- access to certain features.
The Client is responsible for the confidentiality of their login credentials and must inform Lounelle Paris without delay if they suspect unauthorized use of their account.
Lounelle Paris may suspend an account if there are objective indications of fraud, security breaches, or obvious misuse, without removing legal rights associated with already concluded orders.
It is not mandatory to create an account to exercise rights related to an order or withdrawal.
Article 7 — Products
The essential characteristics of the products are presented on the product pages, particularly when this information is available:
- description;
- photographs;
- price;
- sizes;
- colors;
- composition;
- cut;
- measurements;
- care instructions;
- model's measurements;
- size worn.
The Client must consult this information before ordering.
The photographs aim to represent the products as faithfully as possible. Slight color differences may appear due to the screen, brightness, display settings, or normal production variations.
These differences do not necessarily constitute a lack of conformity when they do not alter the essential characteristics announced.
Article 8 — Sizes
The sizes displayed generally correspond to French references and are offered, depending on the items, from XS to XXL.
As measurements may vary depending on the cut, material, or model, the Client must consult:
- the size guide;
- the measurements indicated on the product page;
- the specific advice for the item.
An unsuitable size does not, by itself, constitute non-conformity when the delivered size matches the ordered size.
The Client nevertheless benefits from their right of withdrawal and the commercial exchange options provided by Lounelle Paris.
Article 9 — Availability
Offers are valid within the limits of available stock.
The presence of an item in the cart does not constitute a reservation. Availability is only confirmed after payment validation and order registration.
In the exceptional event that an item becomes unavailable after the order, Lounelle Paris will inform the Client and, depending on the case, proceed with:
- reimbursement of the unavailable item;
- cancellation and reimbursement of the order;
- or the proposal of an alternative solution, subject to the Client's agreement.
No replacement product will be imposed without agreement.
Article 10 — Price
Prices are those displayed at the time of order.
Unless otherwise indicated, they are expressed in euros and include applicable taxes at the time of sale.
Before payment, the Client can consult:
- the price of the products;
- applied reductions;
- delivery costs;
- the total amount to pay.
For destinations using another currency, a conversion may be performed by the bank or payment service provider. Any exchange fees applied by them remain independent of Lounelle Paris.
Article 11 — Pricing Error
In the event of a manifest error affecting the displayed price, Lounelle Paris may suspend the order before shipment.
The Client will then be invited to:
- confirm the order at the correct price;
- or cancel the order and obtain a full refund of the sums paid.
No additional amount will be charged without the express agreement of the Client.
Article 12 — Promotional Codes
Unless otherwise indicated:
- only one promotional code can be used per order;
- codes are not cumulative;
- codes must be entered before payment;
- a discount cannot be added retroactively;
- conditions and validity dates must be respected.
A 10% welcome discount may be offered after newsletter registration, according to the conditions communicated upon registration.
In case of return, the refund is calculated on the amount actually paid.
Article 13 — Ordering Process
To place an order, the Client must notably:
- select products and sizes;
- add them to the cart;
- check the contents of the cart;
- fill in their contact details;
- choose their delivery method;
- check the summary and the total price;
- read the Conditions;
- confirm the order with payment obligation;
- validate the payment.
The Client can correct any errors until final validation.
The order becomes firm after payment confirmation and sending of an electronic acknowledgment of receipt, subject to security and availability checks.
Article 14 — Acceptance of Conditions
Before payment, the Client must be able to consult these Conditions and accept their application.
The final order button includes a phrase clearly indicating that validation implies a payment obligation, such as:
"Pay now" or "Order and pay".
The applicable version is the one accepted on the day of the order.
Article 15 — Order Confirmation
After the order, a confirmation email is sent to the address provided.
It notably includes:
- the order number;
- the products;
- the price paid;
- delivery costs;
- the delivery address;
- the delivery method.
The Client must promptly report any anomaly.
The absence of immediate receipt of the email does not necessarily mean that the order has not been registered. The Client must check their spam folder before contacting customer service.
Article 16 — Modification and Cancellation Before Shipment
As a commercial gesture, a modification or cancellation request can be submitted within 2 hours following the order.
The request must be sent to contact@lounelle.com, indicating the order number.
Lounelle Paris will do its best to intervene, but cannot guarantee modification or cancellation once preparation has begun.
This commercial option is independent of the legal right of withdrawal.
Article 17 — Order Grouping
Several orders may eventually be grouped if they have not yet been prepared.
Grouping:
- must be requested promptly;
- depends on logistical progress;
- cannot be guaranteed.
Article 18 — Payment
Currently offered payment methods may include:
- Visa;
- Mastercard;
- Maestro;
- American Express;
- Apple Pay;
- Google Pay.
PayPal and installment payments are not currently offered.
The actually available methods are those displayed during payment.
Payment is presented to the bank upon order validation.
Lounelle Paris does not charge an additional fee solely for the use of an accepted payment method.
Article 19 — Security and Payment Refusal
Payments are processed by specialized service providers.
Lounelle Paris does not directly retain:
- the full card number;
- the cryptogram;
- bank authentication codes.
An order may be suspended or refused in case of:
- bank refusal;
- incomplete payment;
- authentication failure;
- serious suspicion of fraud;
- unauthorized use of a payment method;
- significant inconsistency between the information provided.
If an amount has been effectively collected for a cancelled order, it will be refunded to the initial payment method, unless legally impossible.
Article 20 — Retention of Title
Products remain the property of KAMD MEDIA LIMITED until full payment of the price.
This clause does not modify the rules relating to the transfer of risks applicable to consumers.
Article 21 — Delivery Zones
Lounelle Paris delivers to the zones listed below when available at checkout. For US orders, the destination, shipping method, rate and delivery estimate shown at checkout prevail.
- Metropolitan France;
- Corsica;
- Monaco;
- Belgium;
- Luxembourg;
- Switzerland;
- French Overseas Departments and Territories (DOM-COM);
- other European countries offered on the Site.
Address eligibility is confirmed during payment.
Article 22 — Delivery Costs
As of the update date of these Conditions:
Standard Delivery
- the shipping rate shown at checkout for the destination;
- free shipping when the checkout conditions for the destination are met.
Express Delivery
- the express shipping rate shown at checkout, when available for the destination.
The costs displayed before payment prevail.
Article 23 — Delivery Times
Standard Delivery
- preparation: 1 to 2 business days;
- transit: 7 to 12 business days for US orders;
- estimated total time: 8 to 14 business days for US orders.
Express Delivery
- preparation: 1 to 2 business days;
- transit: 5 to 9 business days for US orders;
- estimated total time: 6 to 11 business days for US orders.
Times are expressed in business days and do not include weekends or public holidays.
They may be extended by an event beyond the control of Lounelle Paris, without depriving the Client of their legal rights in case of delay.
Article 24 — Origin of Shipments
Orders are currently prepared and shipped from a partner logistics center located in China.
Import formalities are arranged during transit so that the Client should normally not have additional import fees to pay upon delivery.
If an unforeseen amount is requested by a carrier, the Client must contact Lounelle Paris before paying it.
Article 25 — Transport and Transfer of Risks
Final delivery may be provided by:
- the carrier selected for the destination and shipping method;
- the local delivery partner handling the final mile;
- another partner carrier.
The risk of loss or damage is transferred to the Client when they physically take possession of the package, unless they themselves choose a carrier that was not offered by Lounelle Paris.
Lounelle Paris remains responsible for the proper execution of delivery under the conditions provided by regulations.
Article 26 — Delivery Address
The Client must provide an exact and complete address.
They must notably check:
- the recipient's name;
- the street number and name;
- the postal code;
- the city;
- the country;
- the phone number;
- address supplements.
A modification can be requested before dispatch, without guarantee of being taken into account once preparation has begun.
Costs directly caused by an incorrect address, unjustified refusal, or failure to collect the package may remain the responsibility of the Client, within legal limits.
Article 27 — Delivery Delay
In the event of a delay, the Client must contact Lounelle Paris to allow verification with the carrier.
When Lounelle Paris does not deliver on the announced date or within the announced timeframe, the Client may ask them to make the delivery within a reasonable additional period.
If delivery is not made within this period, the Client may terminate the contract under the conditions provided by law.
The Client may terminate the contract immediately when:
- Lounelle Paris refuses to deliver;
- or the date was an essential condition known and accepted before the order.
Sums due as a result of termination are refunded within the legal period.
Article 28 — Lost or Indicated as Delivered Package
When a package is indicated as delivered but cannot be found, the Client must:
- check their mailbox;
- ask their household, neighbors, or building manager;
- consult the carrier's instructions;
- wait 24 hours after the "delivered" status.
The Client can then contact Lounelle Paris.
An investigation may require:
- a certificate of non-receipt;
- address confirmation;
- an identity document when reasonably necessary;
- documents requested by the carrier.
If the loss is confirmed, the Client may choose between a new shipment, subject to stock availability, and a refund.
Article 29 — Package Returned to Sender
When a package is returned due to:
- an incorrect address;
- failure to collect;
- unjustified refusal;
- inability to access attributable to the Client,
reshipment may be offered at the Client's expense.
If the Client does not wish reshipment, the order will be processed in accordance with applicable legal rights and the Return Policy.
No deduction will be applied when the return results from an error by Lounelle Paris or the carrier.
Article 30 — Right of Withdrawal
The consumer has 14 calendar days from receipt to inform Lounelle Paris of their decision to withdraw, without having to justify their choice.
After this declaration, they have an additional 14 days to return the items.
Withdrawal can be exercised:
- from the return portal accessible on the Website;
- by using the standard withdrawal form;
- by e-mail to contact@lounelle.com;
- by any clear and unambiguous statement.
The reason for withdrawal is optional.
The online portal must allow confirmation of the declaration and obtaining an electronic timestamped acknowledgment of receipt.
Article 31 — Return Conditions
The Client may try on clothing as they would in a store.
For a normal return, the item must, as far as possible, be returned:
- clean;
- unwashed;
- unworn beyond a simple try-on;
- undamaged;
- stain-free;
- odor-free;
- with its labels;
- with its accessories;
- in its original packaging, when available.
The Client remains responsible for any depreciation resulting from handling beyond that necessary to establish the nature, characteristics, and proper functioning of the product.
A proportional retention for loss of value may be applied where permitted by law.
Article 32 — Return Costs
In case of a change of mind, incorrect size, or when an item is unsuitable, the direct return costs remain the responsibility of the Client.
The Client must use tracked shipping and keep proof of deposit.
Costs are fully borne by Lounelle Paris when the return results notably from:
- a defective item;
- a damaged item;
- an incorrect item;
- an incorrect size sent;
- an incomplete or non-conforming product.
Article 33 — Withdrawal Refund
In case of withdrawal, Lounelle Paris will refund the amounts due within the legal period.
The refund may be deferred until:
- the items are recovered;
- or proof of their shipment is received,
whichever date is earlier.
After receipt and inspection, returns are generally processed within 3 to 5 business days.
The refund is made to the original payment method, unless expressly agreed upon for another method that incurs no fees.
Article 34 — Initial Delivery Costs
In the event of a full order return within the framework of withdrawal, the initially paid standard delivery costs are refunded.
When the Client chose express delivery, the express surcharge is not refunded beyond the cost of standard delivery.
In the event of a partial return, initial delivery costs are not refunded, unless otherwise provided by law.
Article 35 — Free Size Exchange
Lounelle Paris offers a free size exchange for orders delivered in mainland France and, where this service is available, in the United States and other eligible international markets.
This benefit is limited to:
- one exchange per order;
- the same model;
- the same color;
- a size change;
- available items.
Lounelle Paris covers the return label and the shipment of the new item in this context.
For other destinations or subsequent exchanges, costs may remain the responsibility of the Client.
Article 36 — Credit Voucher
The Client may choose, instead of a refund, a credit voucher corresponding to 100% to 110% of the value of the returned items.
This credit voucher:
- is valid for 12 months;
- can be used once or multiple times;
- cannot be combined with another promotional code;
- cannot be converted into money after its issuance;
- is issued only after the Client's express choice.
The credit voucher is calculated on the value of the items and not on shipping costs.
Article 37 — Exceptions to Withdrawal
The right of withdrawal does not apply to exceptions provided by law, notably to goods:
- manufactured according to the Client's specifications;
- clearly personalized;
- unsealed after delivery and which cannot be returned for health or hygiene reasons when legal conditions are met.
When an exception concerns a product, it is indicated before ordering.
Sale items or items purchased with a discount remain returnable when no legal exception applies.
Article 38 — Legal Guarantee of Conformity
KAMD MEDIA LIMITED is responsible for the legal guarantee of conformity applicable to products sold on the Website.
Contact for implementation of the guarantee:
KAMD MEDIA LIMITED
FLAT/RM 1618A, 16/F, PIONEER CTR
750 NATHAN RD
MONG KOK
HONG KONG
E-mail: contact@lounelle.com
The consumer has a period of two years from the delivery of the goods to implement the legal guarantee of conformity.
In case of non-conformity, they can request conformity by repair or replacement, subject to legal conditions of possibility and proportionality.
Conformity must occur:
- at no cost;
- without major inconvenience;
- within a period that normally cannot exceed 30 days.
Depending on the circumstances provided by law, the consumer may obtain:
- a price reduction;
- or termination of the sale.
The consumer is not entitled to termination when the defect is minor.
Any immobilization of the product for the purpose of conformity suspends the remaining guarantee period.
A product repaired under warranty benefits from a six-month extension of warranty under the conditions provided by law.
These rights result notably from articles L. 217-1 to L. 217-32 of the Consumer Code.
Article 39 — Guarantee Against Hidden Defects
The Client also benefits from the legal guarantee against hidden defects provided for in articles 1641 to 1649 of the Civil Code.
They can act when a hidden defect:
- existed at the time of sale;
- renders the product unfit for its intended use;
- or diminishes this use so much that they would not have purchased it, or would have paid a lower price.
The action must be brought within two years following discovery of the defect.
The Client may, according to legal conditions:
- return the product and obtain a refund of the price;
- or keep the product and obtain a price reduction.
Article 40 — Defective or Incorrect Item
The Client must contact Lounelle Paris as soon as possible, ideally within seven days of receipt, to facilitate processing.
This indicative period does not limit legal guarantees.
Customer service may request:
- the order number;
- the reference;
- a description;
- photographs of the product;
- a photograph of the label;
- photographs of the package.
Lounelle Paris will prioritize offering a replacement when this solution is possible, without depriving the Client of the choice and rights provided by the legal guarantee.
Article 41 — Liability
Lounelle Paris is responsible for the proper execution of its contractual obligations under the conditions provided by law.
Its liability cannot be excluded or limited in case of:
- bodily injury;
- gross or intentional fault;
- fraud;
- violation of a mandatory legal obligation;
- infringement of the consumer's legal rights.
Lounelle Paris cannot be held responsible for damages resulting exclusively from:
- improper use of the product;
- non-compliance with care instructions;
- incorrect information provided by the Client;
- fraudulent use of identifiers due to the Client's fault;
- a force majeure event.
Article 42 — Force Majeure
Neither party shall be held liable for a breach directly caused by a force majeure event recognized by applicable regulations.
These may notably include, depending on the circumstances:
- natural disaster;
- major fire;
- armed conflict;
- epidemic;
- administrative closure;
- general breakdown;
- external strike;
- network interruption;
- exceptional transport blockade.
The prevented party must inform the other within a reasonable period.
If the impediment continues, the Client retains the rights recognized by law, particularly concerning delivery and refunds.
Article 43 — Intellectual Property
The Website and its content, including:
- trademarks;
- logos;
- texts;
- graphics;
- photographs;
- videos;
- creations;
- databases;
- layout;
- software elements,
are protected by applicable intellectual property rights.
Any unauthorized reproduction, exploitation, adaptation, extraction, or distribution is prohibited, except as provided by law.
Access to the Website does not confer any ownership right over its content.
Article 44 — Reviews and Transmitted Content
When the Client submits a review, photograph, video, or comment, they guarantee:
- being authorized to publish it;
- not infringing on the rights of a third party;
- not disseminating illegal, misleading, hateful, or defamatory content.
When the Client authorizes the publication of their content, they grant Lounelle Paris a non-exclusive, free authorization limited to the needs of presentation, promotion, and operation of the Website, in compliance with their rights and regulations.
Lounelle Paris may refuse or remove illegal content, manifestly fraudulent content, or content unrelated to the product, without artificially manipulating the meaning of published reviews.
Article 45 — Prohibited Uses
It is notably prohibited:
- to disrupt the functioning of the Website;
- to attempt unauthorized access;
- to introduce malicious software;
- to massively extract content or data;
- to use the Website for fraudulent purposes;
- to impersonate a third party;
- to misuse a promotional code;
- to publish illegal content;
- to infringe on the rights of Lounelle Paris or a third party.
Article 46 — External Links
The Website may contain links to services operated by third parties.
Lounelle Paris does not systematically control their content, terms, or practices.
The Client must consult the specific terms and policies of these services.
Lounelle Paris remains responsible for the service providers to whom it entrusts the execution of its own obligations under the conditions provided by law.
Article 47 — Personal Data and Cookies
Personal data is processed in accordance with the Privacy Policy.
Cookies are managed in accordance with the Cookie Policy and user preferences.
Non-essential cookies subject to consent must not be placed before user agreement.
Article 48 — Commercial Prospecting
The Client can subscribe to the newsletter and withdraw their consent at any time using the unsubscribe link.
When the telephone number is collected for canvassing purposes, the consumer is informed of their right to register free of charge on the Bloctel telephone canvassing opposition list.
Article 49 — Proof and Archiving
Computerized records kept under reasonable security conditions can serve as proof of orders, payments, and communications, without depriving the Client of the possibility of providing contrary proof.
Electronic contracts for an amount equal to or greater than €120 are archived for ten years under legal conditions.
The Client can request access to the archived contract by contacting contact@lounelle.com and indicating the information allowing the order to be identified.
Article 50 — Consumer Mediation
In the event of a dispute, the Client must first send a written complaint to:
contact@lounelle.com
If no amicable solution is found after this complaint, the consumer may free of charge refer the matter to the consumer mediator with whom Lounelle Paris is affiliated.
The referral is subject to the mediator's conditions and to the prior submission of a complaint to Lounelle Paris.
As the European online dispute resolution platform has been deleted, no link to the former ODR platform is provided.
Article 51 — Applicable Law
These Conditions and the contracts concluded on the Site are governed by French law.
This choice does not deprive a consumer residing in another European country of the mandatory protections they benefit from under the law of their country of residence.
Article 52 — Competent Jurisdiction
In the event of a dispute, the parties will first seek an amicable solution.
Failing this, the consumer may refer the matter to the competent court in accordance with the protective procedural and jurisdictional rules applicable to them, particularly that of their domicile when permitted by law.
No clause in these Conditions requires the consumer to exclusively litigate in Hong Kong.
Article 53 — Modification of Conditions
Lounelle Paris may modify these Conditions to take into account:
- legal developments;
- a change in service;
- technical developments;
- changes in commercial practices.
The version applicable to an order remains the one accepted at the time of its validation.
Modifications to the terms of use apply from their publication, with no retroactive effect on orders already concluded.
Article 54 — Partial Nullity
If a provision is declared null or unenforceable, the other provisions remain in force.
The provision concerned will be interpreted or replaced to the extent necessary to comply with applicable law and preserve the legitimate objective pursued.
Article 55 — No Waiver
The failure to immediately exercise a right does not constitute a definitive waiver of that right.
Article 56 — Language
These Conditions are written in French.
When a translation is offered, the French version prevails in case of divergence, subject to any mandatory provisions applicable to the Client.
Article 57 — Contact
For any questions:
Lounelle Paris — KAMD MEDIA LIMITED
FLAT/RM 1618A, 16/F, PIONEER CTR
750 NATHAN RD
MONG KOK
HONG KONG
E-mail : contact@lounelle.com
Telephone: +33611274005