Return and refund policies
Return period
We operate a 14-calendar-day return policy. This means you have 14 days from the date you receive your order to notify us that you wish to return an item.
To request a return, please contact us at contact@delestparis.com, quoting your order number and specifying the item or items concerned.
Once your request has been approved, we will provide you with the relevant return instructions. Items returned without prior authorisation may be refused.
Within the European Union, consumers must notify the seller of their decision to withdraw within 14 days of receiving the order. After giving notice, they generally have a further 14 days to send the goods back.
Return conditions
To be eligible for a return, the item must be:
- in the same condition as when it was received;
- unworn, except for reasonable fitting;
- unwashed, unstained and undamaged;
- returned with all original tags attached;
- returned in its original packaging whenever possible.
Proof of purchase or the order number will also be required.
Customers may try on an item to check its size, fit and characteristics. However, a deduction may be made if the item has been worn or handled beyond what is reasonably necessary for a simple fitting.
Return shipping costs
France and Belgium: free returns within 14 days
For orders delivered to France or Belgium, return shipping is free when the return request is submitted within 14 calendar days of receiving the order.
Once the request has been approved, DE L’EST PARIS will provide a prepaid return label together with the necessary shipping instructions.
Requests submitted after this 14-day period may be refused. Where a late return is exceptionally accepted by DE L’EST PARIS, the return shipping costs will be fully payable by the customer.
All other countries: return costs payable by the customer
For orders delivered outside France and Belgium, return shipping costs are fully payable by the customer, including when the return request is submitted within the 14-day period.
This applies in particular to orders delivered to Japan, South Korea, Luxembourg, the Netherlands, Switzerland, Germany, Denmark, Canada, the United Kingdom and the United States.
The customer is responsible for arranging and paying for the return shipment in accordance with the instructions provided by DE L’EST PARIS. We strongly recommend using a tracked delivery service and keeping proof of postage until the refund has been fully processed.
Within the European Union, return shipping costs may remain payable by the consumer provided that this information was clearly communicated before purchase.
For returns sent from outside the European Union, any customs duties, import taxes, handling charges or administrative fees connected with the return are also payable by the customer. The parcel should be declared as returned goods.
Cash-on-delivery parcels or shipments generating unauthorised charges may be refused.
Damaged, defective or incorrect items
Please inspect your order upon receipt and contact us as soon as possible if the item is defective, damaged or different from the item ordered.
Please email contact@delestparis.com, quoting your order number and attaching photographs that clearly show the issue.
Once the matter has been reviewed, we will inform you of the proposed solution, which may include a replacement, repair, refund or any other appropriate remedy.
Where an item is defective or does not conform to the order, the necessary return or compliance costs will not be payable by the customer.
Exceptions and non-returnable items
Certain items cannot be returned, including:
- personalised items or products made to the customer’s specifications;
- unsealed goods that cannot be returned for health protection or hygiene reasons, where this exception legally applies;
- gift cards, subject to applicable statutory rights;
- any other items excluded from the right of withdrawal under applicable law.
Sale, discounted or promotional items purchased online remain eligible for the statutory right of withdrawal where it applies. The fact that an item was sold at a reduced price is not, by itself, a valid reason to refuse a return.
For questions concerning a specific item, please contact contact@delestparis.com before returning it.
Exchanges
We do not routinely offer direct exchanges.
To obtain a different size, colour or product, please return the original item in accordance with this policy and place a separate new order.
Right of withdrawal within the European Union
Where an order is delivered to a country within the European Union, the consumer has a statutory right to withdraw from the purchase within 14 calendar days of receiving the goods, without providing a reason.
The withdrawal request must be sent before the end of this period to contact@delestparis.com, or submitted using the withdrawal form provided.
After notifying us of the decision to withdraw, the customer generally has a further 14 days to send the relevant goods back.
For orders delivered to France and Belgium, return shipping is free when the request is submitted within 14 days of receipt. For all other European Union countries, return shipping costs remain payable by the customer.
Refunds
We will notify you once we have received and inspected your return and will confirm whether the refund has been approved.
Where approved, the refund will be issued to the original payment method used for the order.
Under the statutory right of withdrawal applicable within the European Union, the refund includes the price of the returned items and the original standard delivery charge where the entire order is returned. Any additional amount paid for express delivery or another delivery option costing more than the standard service does not have to be refunded.
We may withhold the refund until we have received the returned goods or until the customer provides proof that they have been sent back.
The refund will be issued within a maximum of 14 days from the date on which the withdrawal request was received, subject to receipt of the goods or proof of return shipment.
The time taken for the refund to appear in your account may vary depending on your bank or payment provider.
If more than 15 business days have passed since your refund was confirmed, please contact us at contact@delestparis.com.