Refund policy

Refund Policy

LAUREN VIDAL wishes to provide its customers with a clear and reliable shopping experience that complies with the provisions of the French Consumer Code.

Return period

The Customer has 14 days from the date of receipt of their order to request a return, subject to compliance with the conditions set out below.

After notifying LAUREN VIDAL of their decision to withdraw, the Customer has 14 days to dispatch the items concerned.

The minimum statutory withdrawal period for a distance purchase is 14 days. In exceptional circumstances, LAUREN VIDAL may grant an additional period after the Customer Service team has reviewed a specific request.

Conditions for accepting a return

Items must be returned:

  • in their original condition;
  • unworn;
  • unwashed;
  • unaltered;
  • undamaged;
  • clean and free from stains;
  • with their original tags attached;
  • with any accessories supplied;
  • in a condition suitable for resale.

Any returned item that is incomplete, damaged, stained, worn, washed or otherwise unsuitable for resale may be refused.

Submitting a return request

The Customer must submit their request:

  • from the “Orders” section of their customer account; or
  • from the return request page available on the website, by entering the email address associated with the order and the order number.

When submitting the request, the Customer must select the relevant item, the reason for the return and their preferred option from those available: an exchange, store credit or a refund.

Once the request has been approved, the Customer will receive the necessary return instructions by email and, where applicable, a return label to print.

Preparing and dispatching the parcel

The Customer must:

  1. carefully place the items in suitable packaging;
  2. include the delivery note or the return form received by email inside the parcel;
  3. attach the return label to the parcel when one is provided;
  4. drop off the parcel with the designated carrier;
  5. retain proof of postage until the request has been fully processed.

If the Customer arranges the return shipment independently, they must use a delivery service that provides parcel tracking. LAUREN VIDAL cannot be held responsible for the loss of a returned parcel when the Customer is unable to provide proof of postage or a tracking number.

Return address

When the instructions received allow the Customer to arrange the return shipment independently, the parcel must be sent to:

LAUREN VIDAL

Bâtiment B1/B2 - ZAC de l’Horloge

Chemin Latéral

93230 Romainville

France

The Customer must always follow the instructions provided and use the address shown on the return label. No parcel may be sent to another address or returned to a store without the prior approval of the Customer Service team.

Returns and exchanges for orders placed on the website are not accepted in LAUREN VIDAL stores.

Return shipping costs for a refund

For a standard refund request, the return shipping costs are payable by the Customer.

When LAUREN VIDAL provides a prepaid return label, its cost will be deducted from the refund amount.

The rates currently applied are as follows:

  • France: €5;
  • Belgium: €5.50;
  • Germany, Spain, Italy, Portugal and the Netherlands: €6.50.

The applicable rates are those communicated to the Customer when the return request is submitted. They may change depending on the country, the carrier or the rates in effect at that time.

For countries not included in this list, the applicable return conditions and costs will be communicated to the Customer when the request is submitted.

Defective, damaged or non-compliant items

Return shipping costs will be covered by LAUREN VIDAL when the return results from:

  • a defective item;
  • a damaged item;
  • an item that does not match the order;
  • an order preparation error;
  • receipt of the wrong item.

The Customer must contact Customer Service before returning the item and provide the information required to assess the request, including the order number, a description of the issue and photographs of the item, its label and, where necessary, the packaging received.

After reviewing and approving the request, LAUREN VIDAL will inform the Customer of the procedure to follow and, where applicable, provide a prepaid return label.

Exchanges

Exchanges are available in France, Belgium, Spain and Germany, subject to stock availability.

An exchange may be requested:

  • for the same item in a different size;
  • for the same item in a different colour;
  • for a similar item in the same category;
  • for an item offered at exactly the same price.

Each relevant item may only be exchanged once, unless an exception is approved by the Customer Service team.

The cost of returning the item to be exchanged will be covered by LAUREN VIDAL. The cost of dispatching the replacement item remains payable by the Customer, according to the rate communicated when the request is submitted.

Once the returned parcel has been received and accepted, the Logistics team will prepare the selected item and dispatch it as soon as possible.

If the requested item is no longer available when the return is received, the Customer Service team will contact the Customer and offer, subject to availability:

  • another size or colour;
  • a similar item at the same price;
  • store credit;
  • or a refund.

The Customer will be informed by email of the main stages involved in processing the exchange.

Store credit

When the Customer chooses store credit, the cost of returning the item will be covered by LAUREN VIDAL in accordance with the conditions communicated when the request is submitted.

Once the return has been received and accepted, the store credit will be sent to the Customer by email.

The store credit includes a 5% bonus. It is valid for three months from its date of issue and may be used in several transactions during that period, up to the available balance.

Store credit cannot be exchanged for cash or refunded, unless otherwise required by law.

Refunds

Refunds will be made using the same payment method used for the original order, unless the Customer expressly agrees to the use of another payment method, provided that this alternative does not result in any additional charges.

When exercising the right of withdrawal, LAUREN VIDAL will refund the relevant amounts no later than 14 calendar days from the date on which it was informed of the Customer’s decision.

However, LAUREN VIDAL may withhold the refund until the returned items have been recovered or until the Customer provides proof that they have been dispatched, whichever occurs first.

The refund covers the price of the returned and accepted items.

When the entire order is returned under the right of withdrawal, the original delivery costs corresponding to the standard delivery method offered will also be refunded. Any additional costs resulting from the Customer’s choice of a more expensive delivery method will not be refunded.

In the event of a partial return, the original delivery costs will not be refunded when those costs would have been the same if the Customer had only ordered the items they kept.

Return shipping costs remain payable by the Customer in the event of a voluntary return. When a prepaid return label has been provided, its cost will be deducted from the refund.

An automated email will be sent to the Customer once the refund has been issued. The time taken for the funds to appear in the Customer’s account will then depend on the payment method and the relevant banking institution.

Orders paid for using a gift card
Order paid entirely with a gift card

When an order has been paid for entirely with a gift card, the refund will be credited exclusively to the gift card used for the purchase.

The recredited gift card will be sent to the Customer again by email.

Split payment

When an order has been paid for partly with a gift card and partly by bank card or PayPal, the refund will be allocated proportionally:

  • the portion paid with the gift card will be credited back to the gift card used;
  • the portion paid by bank card or PayPal will be refunded to the same payment method.
Products excluded from returns

For hygiene or personalisation reasons, certain products may be excluded from the right of return when this exclusion is legally justified and clearly communicated before purchase.

Refusal to pay customs charges

If the recipient refuses to pay the customs duties, import taxes or customs clearance fees requested by the relevant authorities or by DHL, the parcel may not be delivered.

No refund can be issued until the parcel has been physically returned to and received at LAUREN VIDAL’s warehouse.

If the parcel is returned to LAUREN VIDAL, the refund request will be reviewed after the parcel has been received and inspected. Return shipping, storage and customs clearance costs, as well as any other charges invoiced to LAUREN VIDAL as a result of the recipient’s refusal, may be deducted from the refund where permitted by applicable law.

If, as a result of the recipient’s refusal to pay, the parcel is abandoned, destroyed, seized or lost during its return and cannot be recovered by LAUREN VIDAL, the order will not be eligible for a refund, subject to applicable legal provisions.

This provision does not apply when the parcel is lost before it is presented to the recipient and independently of any refusal to pay on their part. In this situation, an investigation will be opened with the carrier before any decision is made.

Contact

For any questions regarding a return, exchange, store credit or refund, the Customer may contact Customer Service and provide their order number and details of the item concerned.

LAUREN VIDAL recommends that the Customer retain all supporting documents relating to their request and the dispatch of their parcel until the request has been fully processed.