Refund Policy
Returns
You have 15 days to make a return request and to drop off the package at the nearest post office.
Special conditions are to be expected for international returns - see bottom of page.
France, Monaco and Belgium
Step 1 - Return conditions
- The returned product must be new: it must not be worn or washed
- The product must be returned in its original packaging and with its label attached to the garment and not cut
- The invoice for your order must be attached to the package
Your item has a defect?
We always pay the utmost attention to the quality of our products. If, however, despite the quality checks carried out with each shipment, a defect is to be reported, please contact Customer Service to have the problem noted. Do not hesitate to attach a photo of the defect to your message. Customer Service will get back to you as soon as possible to tell you how to return it. We invite you to make a return request by selecting the reason "defective product".
During delivery, if your package was damaged during transport and your item was impacted, you can refuse delivery. If, however, you accept the delivery, we invite you to have a certificate of damage from the carrier and/or to notify any reservation on the products delivered to the carrier and to inform Customer Service. For this, it is imperative to issue a reservation upon delivery, detailing the condition of the package on the delivery note (taking a photo of the damaged package is strongly recommended in case of dispute with the carrier). If you accept and receive the damaged package without issuing a reservation on the carrier's delivery note, Maison Chouchou will be released from any responsibility and will not be able to compensate for damaged item(s).
Did you not receive the right item?
Despite the utmost care we take in preparing orders, it is exceptionally possible that an error has crept into your package.
Please contact Customer Service (via the contact form), within 30 calendar days of the shipment of the order, specifying the product concerned (the product initially ordered) and the one you received instead (reference on the product label). Customer Service will get back to you as soon as possible to tell you how to return it.
Step 2 - Prepare your return and return your package (France and Belgium)
1. Go to the return portal and enter your postal code without spaces and your order number without spaces without forgetting the #.
2. Indicate the items to be returned and the reason for the return.
3. Prepare your package with the items to be returned and insert your invoice inside that you will find in your customer area: this will allow us to identify your order more quickly and process it.
4. Print your return label, affix it to your closed package, and drop off your package at the nearest post office.
Step 3 - Refund
The refund will be made within 14 days of receipt of your items and automatically to the account associated with the credit card used during payment or to the Paypal account used for payment.
You will receive an email confirming the good receipt of your returned products, as well as the refund.
INTERNATIONAL
Germany, Netherlands, Spain, United Kingdom, Austria, Denmark, Estonia, Hungary, Italy, Latvia, Lithuania, Poland, Portugal, Republic of Ireland, Czech Republic, Slovakia, Switzerland, Cyprus, Iceland, Malta, Norway, Sweden, Greece, Finland, Guadeloupe, Martinique, Reunion
1. Prepare your package with the items to be returned and insert your invoice inside that you will find in your customer area: this will allow us to identify your order more quickly and process it.
2. Send your package to a post office with our prepaid shipping label
The payment of customs fees for the return of your items from the United Kingdom are your responsibility.
United States
Please contact us via hello@maison-chouchou.com for further information