Return a product

HOW TO RETURN A PARCEL

This procedure applies to customers residing in The United-Kingdom, Australia, Ireland, and New-Zealand.

Important information:
- It is essential to contact us by e-mail so that an advisor can confirm your request. If you return your item without the agreement of an advisor, an exchange or refund will not be possible.

You have14 days from the date of receipt of your parcel to request an exchange or refund . You have a maximum of 14 days from the date of your first e-mail to send the package.

The product to be returned must meet the following conditions in order to be exchanged or refunded :

WHAT NOT TO DO:

- We do not accept bulky parcels, point relais delivery, hand delivery or delivery against signature.(If you choose one of these options, your products will not automatically be delivered to our returns center. And if no representative is present at the time of delivery, your return will not be collected).

- We do not accept products without their original packaging, nor products or packaging damaged by customer use.(It is possible to make a return without packaging, but 2€ or equivalent in your currency will be deducted from the refund or return per missing / damaged packaging).

- We do not accept returns by any carrier other than ROYAL MAIL / AN POST / AUS POST / NEW ZEALAND POST. Our logistics center is authorized to receive returns automatically 7 days a week via ROYAL MAIL / AN POST / AUS POST / NEW ZEALAND POSTE.

WHAT YOU NEED TO DO FOR AN EXCHANGE OR REFUND:

- Your return must be accompanied by a document or a blank sheet of paper indicating your order number. (You can find your order number on the purchase confirmation e-mail or by contacting us by e-mail).

- Products must be returned in a envelope / letter (so that they are automatically received by our logistics center). WE DO NOT ACCEPT PACKAGES.

RETURN PROCEDURE

We ask you to send your parcel to our returns center, available at the following address:

IES CREATION - 29 avenue Lucien René Duchesne, 78170 La Celle-Saint-Cloud, France.

If you have not complied with the return conditions, we are entitled to refuse you a refund. If your return is over 50 € (or the equivalent in your currency), we advise you to take out delivery insurance. We cannot be held responsible for any problems relating to the return of your products.

EXCHANGE OR REFUND TIMES :

As a general rule, returns are processed twice a week. (On public holidays and school vacations, times may be slightly longer).

-> If you have opted for a refund, you will receive an e-mail confirming the refund. You will receive the refund directly to your payment method and the transaction will be visible within 2 to 5 days, depending on the bank.

-> If you have chosen to return your product or a similar one, your new order will be created 100% at our expense and returned as soon as possible. (A confirmation will be sent to you by email).

Please note:
-> return costs are 100% at the customer's expense, as explained in our returns policy(available at the bottom of the page).