Return and refund policy
RETURNS
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Our policy lasts 30 days. If 30 days have passed since your purchase, we unfortunately cannot offer you a refund or exchange.
The steps to follow to make a return:
1 - Register your return request:
Send an email to the following address: lamaisonstellaire@gmail.com by stating:
- Your name and order number
- The items you wish to return
- The reason for this return
- If you wish to receive a credit note, a refund or an exchange (see conditions)
2 - Validation of your return request:
You will receive a response from the returns department within 24 business hours.
3 - Send your package. The customer must return the product at their own expense:
- Pack the products you wish to return in their original packaging (cardboard) to avoid waste.
- Products must retain their original labels and packaging (boxes/pouches).
- Print your shipping label via Colissimo with La Poste on laposte.fr or at a post office.
- The return label to affix to your shipment
Simply drop it off at a post office.
Please note that if a package is returned without a return request or after the deadline, we will not be able to process the refund for the order.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of products cannot be returned. Perishable goods such as food, flowers, or magazines cannot be returned. We also do not accept intimate products.
To make a return, you must provide us with a receipt or proof of purchase.
There are certain situations where only a partial refund is granted: (if applicable)
* Any item that is not in its original condition, is damaged or has missing parts for reasons not due to an error on our part.
* Any item that is returned more than 30 days after delivery.
Refunds (if applicable)
Once we have received and inspected the returned item, we will send you an email to confirm receipt. We will also inform you of our decision regarding the approval or rejection of your refund request.
If your request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain number of days.
Late or missing refunds (if applicable)
If you have not yet received your refund, please check your bank account again first.
Next, contact your credit card issuer, as there may be a delay before your refund is officially posted.
Next, contact your bank. There is often a processing time required before a refund is posted.
If after completing all these steps you still haven't received your refund, please contact us at lamaisonstellaire@gmail.com.
Sale items (if applicable)
Only full-price items are eligible for a refund. Unfortunately, sale items are not refundable.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you wish to exchange it for the same item, please email us at lamaisonstellaire@gmail.com.
Gifts
If the returned item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once we receive the returned item, a gift certificate will be mailed to you.
If the item was not marked as a gift at the time of purchase, or if the gift giver preferred to receive the item first to give it to you later, we will send a refund to the gift giver and they will be notified that you returned the item.
Shipping
To return a product, you must send it by mail to: 8 rue de Bruxelles, MARCQ EN BAROEUL, 59700, France.
You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the return shipping cost will be deducted from it.
Depending on where you live, the time it takes to receive your exchanged product may vary.
If you are shipping an item worth more than €60, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
