Refund policy
Credit note or exchange
Your item isn't the right size, or you've fallen for another product? Of course you can return one or more items to receive a credit note or request an exchange, free of charge.
How it works:
| 1 | You received your order less than 15 days ago. |
| 2 | Go to your customer account > Order history |
| 3 |
Find the relevant order, then request the return of one or more items. In the comments, specify the items you'd like to receive in exchange. We validate your request within 48 hours and you receive your return label by email. Stick it on the parcel; it's valid for 5 days. Drop off your return at a Shop2shop pick-up point. See the list of pick-up points for my return |
| 4 | Once we receive your parcel, you'll get your credit note by email, or we'll send out the new item free of charge. |
N.B.: Each returned item must be new, tagged and unworn.
Please note: if you pay with a credit note, a gift card or a discount, you won't be able to be refunded to your bank card. Refunds are made using the same payment method as the purchase. The credit note can be used in several instalments over 6 months.
Refund
Your item isn't right for you? No problem: you can return it to us and we'll refund you! 😊
| 1 | You have 15 days from receipt of your order to return items for a refund. |
| 2 | Go to your customer account > order history > identify the relevant order. |
| 3 |
Request the return of the chosen item(s); we validate your request within 48 hours and you receive your return label by email. Stick it on the parcel; it's valid for 5 days. Drop off your return at a Shop2shop pick-up point. See the list of pick-up points for my return |
| 4 | On receipt of your return, we'll refund you to the payment method used for the order. |
| 5 |
Return fee France: €6 Return fee Europe: €9 International return fee: at your expense This amount corresponds to 30% of the total cost to us of a return (postage, receipt, sorting, checking and restocking of products by our logistics teams, handling and follow-up by our customer service teams). N.B.: Each returned item must be new, tagged and unworn. If you received a discount or a free product and wish to make a return, you must also include the product obtained through the offer. |
Please note: if you pay with a credit note, a gift card or a discount, you won't be able to be refunded to your bank card. Refunds are made using the same payment method as the purchase.
If you wish to make a return and you reside outside mainland France, the return is at your expense. Return your order to the address:
Loëla Boutique 14 rue Alexander Taylor 64000 PAU - FRANCE
We offer an integrated returns solution with a €9 contribution for the following countries: Belgium, Germany, Spain, Italy, Luxembourg, Netherlands, Portugal.
FREQUENTLY ASKED QUESTIONS
Can I return my loela.fr order directly in store?
Simply drop off your order in store within 15 days of receiving it.
How long does it take to process my refund request?
As soon as our team receives the parcel, we process your return within 15 working days. Refunds are made using the same payment method used to place the order. You'll receive a confirmation email once your refund is validated.
I received a faulty item, what should I do?
If, once you've received your parcel, you notice a defect, write to us via the attached form with your order number and your full name. We'll contact you as soon as possible to find a solution together.
Return deadline exceeded
The 15-day period runs from receipt of your order. Unfortunately, we cannot accept returns beyond this date.