The answers to your questions
Are returns free?
Returns are free of charge from Metropolitan France, Belgium, Germany, the Netherlands and Luxembourg.
If you do not live in one of these countries, the return is to be sent at your expense to the following address
Zone d'activité de l'énergie
12 avenue de l'énergie
The Responsible Rendez-vous
For all orders placed during the Responsible Rendez-vous, return costs and applied policy are the same as for orders placed outside the Responsible Rendez-vous.
How to make a return?
You have 14 days after receiving your order to make your return. In order for your return to be taken into account, it is imperative to create a return request from your customer area.
To create a return request:
- Go to "My account" at the top right of your screen.
- Click on "My returns".
- Select the order in question and the items you wish to return.
- All you have to do is download the label to stick on to your parcel as well as the returns document to place inside your parcel.
⚠ Without this document, your return will not be accepted and we will not be able to proceed with your refund.
If, despite these instructions, you are still unable to make your return request, please send us an e-mail at email@example.com mentioning the items you wish to return. We will then be able to offer a little help by generating your return request ourselves.
Items must be returned to us in their original condition, with their original labels, new, unworn and unwashed.
If these conditions are not met, we cannot accept your return.
Can I combine two returns in one package?
You can of course return two items in one package. You can then use a single return label.
Please note that it is imperative that you include both return documents in the package.
⚠ Without these two documents, your returns will not be accepted and we will not be able to refund you.
I can't download my return label, what should I do?
You can contact our customer service, mentioning the items you wish to return, at the following email address: firstname.lastname@example.org who will send you a return label as soon as possible.
I have to return my order, can I keep the pouch?
If you don't want to keep any of your order, you must return your package in its entirety.
Is it possible to exchange an item?
It is not possible to make a standard exchange. If a piece does not suit you, simply return it to us and you will be refunded.
For any new size or another design, we invite you to reorder on our eshop.
How long does it take to get a refund?
Our logistics team will process your return package within approximately 5 working days of receiving it in our warehouse.
As soon as we have validated your return, you will receive a confirmation e-mail indicating that the refund is in progress.
It will then take between 5 to 10 working days to receive the refund on the payment method used at the time of the order confirmation.
An order paid in part with a voucher or gift card will be automatically refunded to your bank account. The remaining amount will be reimbursed with a new voucher which will be sent to you by e-mail. You can also find it in your customer area under "My gift cards & vouchers".
An order paid in full with a voucher or gift card will be fully refunded with a new voucher.
I have changed my bank card (or bank account), how do I get my refund?
We are only able to refund you on the payment method used at the time of your order.
Don't worry, if you have changed your card or bank account since placing your order, your bank will make the link and ensure the refund is transferred.
Can I return an embroidered item?
Customised items cannot be returned.
Is it possible to return an item purchased at a pop up store?
Items purchased during our Orta Trips can be returned.
However, you will be responsible for the returns and the items will be refunded in the form of a voucher only.
Send us an email at email@example.com so that we can tell you how to return your items.
Is it possible to return items purchased at the Responsible Rendez-vous?
Products purchased during the Responsible Rendez-vous can of course be returned.
The return policy is the same as for orders placed outside the Responsible Rendez-vous .
As with all your other orders, you have 14 days after receiving your order to make your return. In order for your return to be taken into account, you must create a return request from your customer area.
Find out how to create a return request under the question "How to make a return?".