Returns
How it works
Not happy with your purchase? No problem! You can return it within 14 days in its original packaging, inform us by sending an email at info@clemencedelafosse.com.
If your item is damaged and it's past the return window, contact info@clemencedelafosse.com with your order number and photos. Final sale and custom made items cannot be returned.
Currently, direct exchanges are not available. Please return your item and proceed to place a new order.
What is the cost of returning an item?
Returns within Germany are free of charge. Contact us at info@clemencedelafosse for your return label.
For international returns, you can select your preferred shipping carrier.
Do I need to include an order slip?
Certainly! International customers will receive a packing slip which should be printed and placed on the outside of your parcel. This will facilitate customs clearance and expedite the return process.
How can I access my shipping label?
Once you initiate your return process by contacting us at info@clemencedelafosse.com, you'll receive detailed instructions. German customers will receive a return shipping label via email for convenient access.
For EU/World customers, upon approval of your return, you'll receive the return shipping address. We recommend using a trackable shipping method. Please note that CLEMENCE DE LAFOSSE is not responsible for any lost or undelivered returns.
What steps should I take if I receive the incorrect product?
Apologies for the inconvenience! If you've received a damaged, defective, or incorrect order, please reach out to us within five days of receipt. Providing photos along with your order number would greatly assist us. You can email us at info@clemencedelafosse.com, and our customer service team will promptly assist you.
When can I expect to receive my refund?
After your return reaches our warehouse, it will undergo inspection within 3-5 business days. Please allow up to 7-10 business days for the refund to reflect in your account.
Do you have any further inquiries?
If you require assistance from our customer support team, please don't hesitate to contact us at info@clemencedelafosse.com.
Kindly remember to include your order number and attach any relevant photos if they could be helpful.
