Returns are accepted within 14 days from the date of receipt of the order.
For sanitary reasons, masks, jewellery and scrunchies cannot be returned nor exchanged.
STEP 1 - Return conditions
- The product must be new : it must not be worn or washed
- The product must be returned in its original packaging and with its label
- Your order invoice must be attached to the package
Your product has a defect ?
We always pay the greatest attention to the quality of our products.
However, if despite the quality controls carried out before each shipment a defect is to be reported, please contact our Customer Service to report the problem. Do not hesitate to attach to your message a photo of the defect. Our Customer Service will get back to you as soon as possible to inform you of the return procedure.
You did not receive the right item ?
In spite of the utmost care we take in preparing orders, it may exceptionally happen that an error has slipped into your package. Please contact our Customer Service, specifying the product concerned (the product originally ordered) and the one you received instead (reference is on the product label). Our Customer Service will get back to you as soon as possible to inform you of the return procedure.
STEP 2 - Prepare your return
For orders delivered in France, we offer you a prepaid return label for the return by Colissimo. If you have opted for a delivery in a foreign country, you will have to return your order at your own expense. We advise you to use a means of transport ensuring a follow-up of your parcel.
The label is provided in the shipping package. You can use the original packaging to make your return. In this case, be sure to stick the return label on top of the shipping label.
Do not forget to include your invoice in the package.
Please note that without the invoice for your order, we cannot identify your return and cannot refund your order.
Attention : without the invoice of your order, we cannot identify your return and cannot proceed to the refund of your order.
You can also retrieve your return label via your customer account.
STEP 3 - Return your package
Your package must be returned to the following address :
SARL LUCY / FRNCH
E-shop return service
94 Boulevard de Sébastopol
75003 Paris - FRANCE
STEP 4 - Refund
Once your return is received, we proceed to its refund within 14 days (the delay generally noted is 48 hours upon receipt of the package). You will be notified by e-mail once the refund is processed. The refund will be made via the payment method used during the order and will be visible on your account within 3 working days.
Shipping costs are only refunded if the entire order is returned.
What about exchanges ?
For logistical reasons, we do not make exchanges. If you wish to receive another size or another color, simply follow the classic return procedure to be reimbursed and then place a new order. Do not hesitate to contact our Customer Service !