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You have 14 calendar days from the date you receive your order to return the item(s) you do not want to keep for any reason. Any claim made after this time will not be accepted and FRNCH will be released from any further responsibility.

To proceed :

·       Contact FRNCH customer service :

-          By email at [email protected] by specifying the subject (withdrawal, return, order tracking or other request regarding the eshop) or other request regarding eshop services)

-          Or by mail at :

SARL LUCY / FRNCH
Service Retours e-Shop
94 Boulevard de Sébastopol

·       A return form will be sent to the email address registered on your client account

·       The form must be completed, printed and put in the package you are returning ; your return will not be accepted if the form is not included

·       Once your return form is completed and printed, put it in your package and send the item(s) – shipping must be done within 14 calendar days following the refund demand date – in original package to the address mentioned above

No return will be accepted if the item has been worn and/or washed. Any non-conforming return (without return form) or unfit for sale (damaged, used or stained by the Client) will be rejected and FRNCH will be released from any further responsibility.

Items must be returned well protected, in their original package (wrapping carrefuly opened is not considered as damaged), with its label and protective foil.

You must return the items by a mean of delivery that assure their protection and that maintain their perfect state.

After verification of the item(s) returned, FRNCH is commited to refund you completely (except return expenses) within 30 days, following the date of reception of the returned item(s), on your bank account or the mean of payment used to make the purchase of the item(s) returned.

The return of an order made with a coupon or credit note, will be refunded automaticly by a credit note. 

My item shows a defect

Despite the great care we are taking to prepare each order and the quality control applied before every shipping, a defect of quality can be noticed or a damage can be caused during the transportation. 

If you receive a damaged package and that one or more items are impacted :

-          You can refuse the delivery 

-          You can get a document that confirms the damage from the carrier

-          Or inform any reservation on the item(s) delivered to the carrier and to FRNCH

To proceed, you have to express your reservation at the time of the delivery by precising the condition of the package (taking a photo of the damaged package is strongly recommended in a dispute with the carrier).

If you accept and receive the damaged package without expressing your reservation on the delivery note of the carrier, FRNCH will be released from all future obligations and liability, and will not proceed to any compensation of the damaged item(s).

For any request regarding a quality defect or damaged item :

-          Contact FRNCH customer services as soon as possible, stating the item(s) concerned, the nature and type of the defect :

Ø  By email at [email protected]

Ø  Or by mail at :

SARL LUCY / FRNCH
Service Retours e-Shop
94 Boulevard de Sébastopol

-         Provide all the documents proving the statement of the defect. Report precisely your concerns and claim to help FRNCH to determine the existence of the defect mentioned. FRNCH can ask one or more photos of the item(s).

-         If your return is accepted, you can choose to get your item repaired by FRNCH (if it is possible), a refund or a replacement of the item by another one of the same value suggested by FRNCH.

-         According to the Consumer Code, FRNCH can decide to not operate one of the solution chosen (repair or replacement) if it leads to a cost clearly disproportionate from the other solution suggested, in view of the value of the item or the importance of the defect. If repair and replacement are impossible, you can return the item (with return form) and be refunded or keep the item and be partially refunded.

If you decide to return the item(s) with a return form :

-          To obtain a return form, valid within 30 days following the expedition of the order, you can contact FRNCH customer service at [email protected]. FRNCH bears the costs of return shipping : for this purpose, a prepaid mailing label will be sent with the return form ; by no means FRNCH will make a refund on shipping return costs already paid with your postal services.

-          Any claim made after this time will not be accepted and FRNCH will be relieved of any liability.

-          This refund procedure is exclusive of any exchange, and this, to avoid extra delay and other procedure that may present major drawback.

-          You must return the defective item to get the full refund of the item.

-          Once return form is completed and printed, you must put it in the package you are returning ; without it, your return will not be valid.

-          You must ship your return package within 14 calendar days following the date of reception to the following address :

SARL LUCY / FRNCH

Servie retours e-shop

94 Boulevard de Sébastopol

75003 Paris

-         Stick the mailing label to your package and drop it :

Ø  In your mailing box before 8 : 00 am and after informing La Poste of your request on www.colissimo.fr/retourbal.

Ø  At a post office (package under 30kg)

Ø  At a merchant from La Poste network (package under or equals to 20kg – List of the delivery points on www.colissimo.fr/retour).

-         Then you will be able to track your package on www.colissimo.fr .

No return will be accepted if the item has been worn and/or washed. A non-valid return (without return form) or unfit for resale (damaged, used or stained) will ve rejected and FRNCH will be released from any liability.

Items must be returned correctly protected, in their original package, with their labels and protective film. You must return the items by a shipping method that ensures their protection.

Once your item(s) checked, FRNCH will refund the full amount paid for the order, including the one-way shipping fees, within thirty (30) calendar days following the date of reception of the return package, on your banking account or through the mean of payment used to make the order.

Shipping feees that could have been charged for the initial shipping will be refunded if the whole order is returned. If your have ordered more than one item and you are returning only a part or your order, shipping costs will not be refunded.

FRNCH responsability and the garuantee can’t be applied in case of defect coming from the use of the item by customer and in specific case of abnormal use, bad care or non-respect of the conditions and precautions given by FRNCH to take care of the item, negligence, misconduc or negligence from the customer to its contractual duties, or because of some unforeseen or insurmountable problem with a third-party.

It does not correspond to my order

Despite the greatest care we are taking to prepare our clients orders and despite the quality control we are applying before each shipping, a mistake can be made exceptionally during the preparation of the order.

You must return the non-compliant item to obtain the matching reiumbursement. To proceed, you must ship the item within 14 days following the reception of the package, contact customer service and follow the return procedure as it is stated in the chapter « My item shows a defect ».

Do you refund shipping fees if I return my order ?

Fees that could have been charged for the shipping are reimbursed if the whole order is returned. If your order has more than one item and that you only want to return a part of it, shipping fees will not be refunded.

Return shipping fees are supported by FRNCH only if we state a quality defect or non-compliance of an item. If you apply your right of withdrawal, shipping fees are at your charge. 

If I return an item, when do I get my refund ?

Once your return is received and checked, the refund will be made within 48 working hours (7 days maximum). Refund will be made through the mean of payment used for the order : you will be credited of the amount corresponding to the item(s) returned. If you return the whole order, shipping fees will be reimbursed too.

Warning : Interbank execution time can differ from 2 to 30 days according to the bank organisation.