1. Can I return any item?
If you change your mind, the product must be returned in its original condition within 30 days of the date of purchase.
- For hygiene reasons, beauty products may only be returned if they are unused (hermetically sealed) and intact.
- For these same reasons, makeup products, earrings, and underwear cannot be returned.
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In-ear headphones may only be returned if they have not been used and are still in their original sealed packaging.
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Tobacco products, spirits, and food products are not returnable due to current customs procedures.
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Personalized products (e.g. with a personalized engraving or embossing) are not returnable.
- Fashion products that are discounted or bought in a sale are not returnable. This includes fashion items purchased in SDA VENTES PRIVEES outlets at Roissy-Charles de Gaulle and Paris-Orly airports.
Once the return has been made
We will email you as soon as we receive the item in its original condition. As soon as we receive your package, a confirmation email will be sent to you. Our return procedure requires us to inspect the item before it is refunded. We will do our best to minimize the refund period, which may take up to 30 days from your return.
2. How do I make a return if I change my mind?
If your product does not meet your expectations and you have changed your mind, you have 30 calendar days from the date of purchase to return your item to us (excluding sale and discounted items, and certain product categories listed in section 1).
2.1. How do I submit a return request?
- Submit your return request via our contact form and select “I have an after-sales request”, then “Changed my mind”
- After reviewing your request, we will send you the specific procedure for returning your purchases to our stores.
- Send your package via Colissimo or UPS. Don’t forget to ask for proof of shipment in order to keep an eye on its progress.
2.2. What are the return conditions?
Products that are returned must meet the following conditions:
- Must be in original and perfect condition. Products showing signs of wear, damage, or alteration (engraving, embossing, resizing, etc.) cannot be returned.
- All returns must include the original receipt and be returned in their original packaging (with all protective materials, as well as the original box and packaging, including all accessories, the warranty card, and all other documents).
- Items must pass a quality assurance check (more information in section 4).
2.3. Do you inspect the product upon receipt?
Yes, all returns go through a rigorous quality assurance inspection process before being accepted to ensure that the returned products are in their original condition or to confirm the defect. If the returned products do not pass this inspection, we will refuse them and they will be returned to you at the address listed below. If the product(s) meets our return conditions, we will proceed with the applicable refund or exchange. Your refund will be credited to the same card that was used for the original purchase.
We reserve the right not to accept any returns if the product shows signs of wear, or has been used or altered in relation to its original condition in any way. For any exchange and/or refund, we will perform an initial quality check on the product using photos. This step is mandatory, and is carried out by email. At the end of this step, we will decide whether your product may be sent back. Upon receipt, all returns will again be subject to a rigorous quality check to ensure that the returned products are in their original condition. If not, we will refuse the return, and the products will be returned to your address (must be completed below). If the product meets our return conditions, we will proceed with the applicable refund or exchange.
These return conditions are governed by French law, without regard to its conflict of law provisions. You agree that any dispute that may arise from these general conditions will be brought before the competent court in Nanterre, and you agree to submit to the personal and exclusive jurisdiction of the competent courts located in France. The above is without prejudice to your rights, which cannot be excluded under the law of your country of residence. Please note that the European Commission offers an out-of-court dispute resolution platform, available on the website http://ec.europa.eu/odr.
2.4. Return options
Since items cannot be returned to our premises in person, only a postal shipment will be accepted:
If a customer changes his/her mind, he/she will be responsible for all return and customs clearance fees. We advise our customers to use UPS in this case.
If an item is shipped from abroad, it should be noted that the product will re-enter the European Union, which means that customs clearance fees will apply. The declaration and fees remain the responsibility of the customer; this must be specified when creating the shipment. Your package cannot be received by our offices if fees still need to be paid on delivery, and will be returned to you by the carrier.
Important: depending on the purchase amount of the product, additional charges may be applied by the carrier. Please contact the carrier for more information.
2.5. Do I need proof of shipment?
Please always ask for proof of shipment with a tracking number to keep an eye on your package. It remains under your responsibility until it arrives at our premises. We are not responsible for the loss or theft of any products you return to us by your own means and accept no responsibility in the event that the products do not reach us and are not received by our offices.
2.6. How long will it take for the return to reach you?
Once the return has been sent, please wait 14 working days (excluding weekends and holidays) for the parcel to reach us.
As soon as the return is received by our teams, you will receive a confirmation email.
If you have not received a response from us at the end of these 14 working days, please contact the carrier with your tracking number and proof of shipment.
Our return procedure requires us to inspect the item before it is refunded. We will do our best to minimize the refund or exchange period upon receipt of your return.
2.7. Can I have an exchange instead of a refund?
Of course!
Please note that certain categories of products are not returnable. They are listed in section 1 of our after-sales service policy.
To be able to exchange your product and for quality purposes, we must make sure that it complies with our after-sales service policy. This is why, upon receipt of your product, our teams will perform a careful inspection:
- If the product is compliant and returned in its original packaging with any accessories provided (charger and cables, warranty card, box and bags, etc.), then we will proceed with the applicable exchange and/or refund, according to your wishes (subject to availability and stock).
- If not, we will unfortunately have to send the product back to you by post at the address you gave us.
3. How do I return a faulty product?
You can contact us via the contact form by clicking here. Please clarify your request and the nature of the defect, and attach photos to your request showing the defect in detail.
Please note, some items are sold as-is and cannot be returned.
3.1. How do I submit a return request?
- Submit your return request via our contact form and select “I have an after-sales request”, then “Faulty/non-compliant product”
- After reviewing your request, we will send you the specific procedure for returning your purchases to our stores.
- Send your package via Colissimo or UPS. Don’t forget to ask for proof of shipment in order to keep an eye on its progress.
3.2. Return options
Since items cannot be returned to our premises in person, only a postal shipment will be accepted.
If the product is faulty, return fees will be covered by us. After submitting your request (see below), we will send you the procedure for returning your purchases to our premises.
3.3. Do you inspect the product upon receipt?
Yes, all returns go through a rigorous quality assurance inspection process before being accepted to ensure that the returned products are in their original condition or to confirm the defect. If the returned products do not pass this inspection, we will refuse them and they will be returned to you at the address listed below. If the product(s) meets our return conditions, we will proceed with the applicable refund or exchange. Your refund will be credited to the same card that was used for the original purchase.
We reserve the right not to accept any returns if the product shows signs of wear, or has been used or altered in relation to its original condition in any way. For any exchange and/or refund, we will perform an initial quality check on the product using photos. This step is mandatory, and is carried out by email. At the end of this phase, we will decide whether your product may be sent back. Upon receipt, all returns will again be subject to a rigorous quality check to ensure that the returned products are in their original condition. If not, we will refuse the return, and the products will be returned to your address (must be completed below). If the product meets our return conditions, we will proceed with the applicable refund or exchange.
These return conditions are governed by French law, without regard to its conflict of law provisions. You agree that any dispute that may arise from these general conditions will be brought before the competent court in Nanterre, and you agree to submit to the personal and exclusive jurisdiction of the competent courts located in France. The above is without prejudice to your rights, which cannot be excluded under the law of your country of residence. Please note that the European Commission offers an out-of-court dispute resolution platform, available on the website http://ec.europa.eu/odr.
3.4. Do I need proof of shipment?
Please always ask for proof of shipment with a tracking number to keep an eye on your package. It remains under your responsibility until it arrives at our premises. We are not responsible for the loss or theft of any products you return to us by your own means and accept no responsibility in the event that the products do not reach us and are not received by our offices.
3.5. Can I have an exchange instead of a refund?
Of course!
To be able to exchange your product and for quality purposes, we must determine the origin of the defect. This is why, upon receipt of your product, our teams will perform a careful inspection:
- If the defect is confirmed and the product is returned in its original packaging with any accessories provided (charger and cables, warranty card, box and bags, etc.), then we will proceed with the applicable exchange and/or refund, according to your wishes (subject to availability and stock).
- If not, we will unfortunately have to send the product back to you by post at the address you gave us.
3.6. How long will it take for the return to reach you?
Once the return has been sent, please wait 14 working days (excluding weekends and holidays) for the parcel to reach us.
As soon as the return is received by our teams, you will receive a confirmation email.
Our return procedure requires us to inspect the item before it is refunded. We will do our best to minimize the refund or exchange period upon receipt of your return.
3.7. Why do I have to pay/advance shipping costs to return a faulty product?
- If the product is faulty, return fees will be covered by us.
After submitting your request, we will send you the specific procedure for returning your purchases to our premises. This procedure depends on your place of residence.
We process the majority of our returns using the carrier UPS. In this case, we arrange transport and provide you with a return slip and customs clearance receipts if the return is made from a country which is not a member of the European Union.
You can then contact UPS directly to collect your package.
- However, UPS does not allow products to be returned from certain countries, overseas territories, or regions. This is due to how UPS is organized around the world, and is beyond our control. In this case, you will need to send it via La Poste (or the national postal service in your country of residence).
In the case of a shipment from abroad, it should be noted that the product will re-enter the European Union, which means that customs clearance fees will apply. The declaration and fees remain the responsibility of the customer; this must be specified when creating the shipment. Your package cannot be received by our offices if fees still need to be paid on delivery, and will be returned to you by the carrier.
All transport costs will then be reimbursed to you upon receipt. Don’t forget to ask for and send us the document (invoice, receipt, etc.) that shows the costs you have incurred so that we can reimburse them.
4. Do you perform a quality check upon receipt?
Yes, all returns go through a rigorous quality assurance inspection process before being accepted to ensure that the returned products are in their original condition or to confirm the defect. If the returned products do not pass this inspection, we will refuse them and they will be returned to you at the address listed below. If the product(s) meets our return conditions, we will proceed with the applicable refund or exchange. Your refund will be credited to the same card that was used for the original purchase.
We reserve the right not to accept any returns if the product shows signs of wear, or has been used or altered in relation to its original condition in any way. For any exchange and/or refund, we will perform an initial quality check on the product using photos. This step is mandatory, and is carried out by email. At the end of this phase, we will decide whether your product may be sent back. Upon receipt, all returns will again be subject to a rigorous quality check to ensure that the returned products are in their original condition. If not, we will refuse the return, and the products will be returned to your address (must be completed below). If the product meets our return conditions, we will proceed with the applicable refund or exchange.
These return conditions are governed by French law, without regard to its conflict of law provisions. You agree that any dispute that may arise from these general conditions will be brought before the competent court in Nanterre, and you agree to submit to the personal and exclusive jurisdiction of the competent courts located in France. The above is without prejudice to your rights, which cannot be excluded under the law of your country of residence. Please note that the European Commission offers an out-of-court dispute resolution platform, available on the website http://ec.europa.eu/odr.
5. How will I be refunded? (debit card, PayPal, Alipay, WeChat, etc.)
5.1. Payment by debit card, Alipay, WeChat
The refund will be made directly to these payment methods if they were used at the time of your purchase:
- debit card in euros (VISA, MASTERCARD, AMERICAN EXPRESS, etc.), contactless payment in euros, or a debit card in euros registered in a digital wallet (APPLE PAY, GOOGLE PAY, etc.)
- Alipay
- WeChat
5.2. Payment in cash, foreign currency, CUP, JCB
For payments made in the following ways, the refund will be made via PayPal:
- Cash (EURO and other currencies)
- Payment via debit card in the currency of the bank account (DCC)
- China Union Pay (CUP)
- JCB
PayPal is a fast, free service that protects bank data and transferred funds.
Once the funds have been received on the PayPal account, you can easily transfer them directly to a bank account via a secure channel, or use them on the Internet directly.
You can log into your PayPal account or create one to prepare to receive the funds with this link: https://www.paypal.com/webapps/mpp/account-selection.
5.3. What should I do for a return if my debit card is no longer active?
If the purchase was made with a debit card that has since expired, the refund will be made via PayPal.
PayPal is a fast, free service that protects bank data and transferred funds.
Once the funds have been received on the PayPal account, you can easily transfer them directly to a bank account via a secure channel, or use them on the Internet directly.
You can log into your PayPal account or create one to prepare to receive the funds with this link: https://www.paypal.com/webapps/mpp/account-selection.
6. My product is subject to CITES, what should I know before returning it?
The Convention on International Trade in Endangered Species of Wild Fauna and Flora (CITES), also known as the Washington Convention, regulates international trade in animals or plants – living or dead – listed in Appendices I, II and III, as well as their parts and derivatives, in order to protect biodiversity and promote the sustainable use of wildlife.
Travelers seeking to import or (re)export CITES specimens must first present CITES documents to customs. These documents vary depending on the appendix and the direction of trade (import/export) concerned.
Returning a CITES product for any reason (change of mind, faulty product, other) is treated as a reimportation by French customs. Original copies of the CITES export and tracking documents must be included with the product upon shipment (inside the package), and a copy must be included with the transport documents.
You will find more information on this subject on the French customs website: https://www.douane.gouv.fr/demarche/vous-voyagez-avec-des-specimens-proteges-cites