Our Returns Policy
You must request an exchange or return within 15 days of receiving your order.
The item(s) must be in original condition with the original packaging. Please note that any item that appear to have been worn, washed, or altered in any way will be refused. Please take care when trying on the product, as we cannot accept items that have makeup stains and/or articles that smell of perfume. The item/s must be returned to our warehouse before the refund or exchange is made.
*Note: During promotional periods, items purchased using a discount or promotional code are eligible for exchange or store credit only. This is subject to the terms and conditions of the individual promotion.
How to organise a return?
If you’ve met the above requirements, you may submit a Return Request through our website.
Simply log in to your account and go to My Account. Go to Orders, then click Return next to the item you want to return. Fill out the following on the Return Request:
Subject of Refund Request :
Reason of Request Request
Images of Your Order to Attach
Once done, click Submit Return Request. You will receive a confirmation e-mail once the Return Request is sent. If you didn’t make an account with us simply email:
Once your return request has been authorised we will contact you via email and supply you with a Returns Authorisation Number, the return address details and a Returns Form, which should be included inside your return package.
Please wait to receive all required returns information before sending any return packages. Our office is closed over the weekend so if you submit an online return request on the weekend we will reply on Monday..
*Note: We recommend using a registered postal service to return goods, and keeping a record of the tracking details, as we are unable to be held liable for the loss of your item being returned.
Where to send the return item?
All items need to be received into our returns centre in Paris, France. We will provide you with the full address details when once your return has been authorised. Please do not return any items before requesting a Returns Authorisation Number. Once we receive your return, please allow 3-5 business days for your return to be processed at our warehouse. We’ll send you an email when our team has processed your refund. PayPal and Credit Card refunds can take up to 10 business days to clear back into your account. Your refund can only be credited back to the original form of payment.
How long will it take to process my exchange?
Once we receive your return at our warehouse, please allow 3-5 business days for your return to be processed by our team. We’ll send you an email notification once your exchange has been shipped so you know it’s on the way.
Who pays the shipping return?
The shipping cost of returning item/s to the Les Inconnus warehouse for an exchange or refund, is not covered or reimbursed by us. However, if you request an exchange, we will arrange the shipping of the new item to you. We understand that some international postage can be costly, so we do not expect express shipping on returns.
About Customs Duties and Taxes
Any customs duties and sales taxes paid on your purchase are non-refundable through Les Inconnus. However, you may be able to recover these by contacting your local customs office directly. Refunds for returns apply to the purchase price of the item only.
In case of non acceptance of a delivery
If a customer will not accept delivery of their order, or should the necessary customs duties or taxes not be paid by the customer in order to complete the delivery, Les Inconnus will not be able to issue a refund on the full order price. Refunds can only be processed once the original article is received back at our warehouse. Therefore, any associated return fees as a result of a customer not taking delivery of their order will need to be deducted from the original order price within a refund amount.
What if my order arrives damages, or there is a fault?
We hope this never happens, however, on the off chance you do receive damaged goods, or have a manufacturing fault occur, please contact us straight away at firstname.lastname@example.org so we can help to resolve the problem as quickly as possible.
In case of repeated returns
We do monitor the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion or lead to the closure of your Les Inconnus account.