REFUND POLICY
RETURNS
You have 15 days to request a return and drop off the package at the nearest post office.
Special conditions apply to international returns - see bottom of page.
Step 1 - Return Conditions
- The returned product must be new: it must neither be worn nor washed
- The product must be returned in its original packaging and with its label attached to the garment and uncut
- The invoice for your order must be attached to the package
Does your item have a defect?
We always pay the utmost attention to the quality of our products. However, if, despite the quality checks carried out with each shipment, a defect is reported, please contact Customer Service to have the problem noted. Please 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 inform you of the return procedure. We invite you to request a return by selecting the reason "defective product".
Upon delivery, if your package has been damaged during transport and your item has been impacted, you can refuse delivery. However, if you accept delivery, we invite you to obtain a damage certificate from the carrier and/or to notify any reservations about the products delivered to the carrier and inform Customer Service. To do this, it is imperative to issue a reservation upon delivery, detailing the condition of the package on the delivery slip (taking a photo of the damaged package is strongly recommended in the event of a dispute with the carrier). If you accept and receive the damaged package without issuing a reservation on the carrier's delivery slip, FRNCH will be released from all liability and will not be able to compensate for the damaged item(s).
Didn't receive the right item?
Despite the greatest care we take in preparing orders, it is possible that an error may have slipped into your package.
Please contact Customer Service (via the contact form) within 30 calendar days of the order being shipped, specifying the product concerned (the product originally ordered) and the one you received instead (reference on the product label). Customer Service will get back to you as soon as possible to inform you of the return procedure.
Step 2 - Prepare your return and send your package back
1. Log in to the following interface by entering your order number (e.g. 80025) and the email address used to place this order.
2. Indicate the items to be returned and the reason for the return.
3. Select the return type that suits you.
4. Click the button to download your return label.
5. Prepare your package with the items to be returned and insert your delivery slip and/or invoice inside: this will allow us to identify your order more quickly and process it.
6. Print your return label from the return interface, affix it to your closed package, and drop off your package at the nearest post office.
Step 3 - Reimbursement
The refund will be made within 14 days of receipt of your items and automatically to the account associated with the bank card used for payment or to the Paypal account used for payment.
You will receive an email confirming receipt of your returned products and the refund.
InternationalFor all countries outside France and Belgium
1. Prepare your package with the items to be returned and insert your invoice inside, which 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 at the following address:
SAS LUCY - FRNCH
57, rue de la Belle Etoile
95500 GONESSE
FRANCE
You are responsible for paying customs fees for returning your items from the UK.