Refund policy
We want you to be fully satisfied with your order. Below you will find the conditions applicable to returns, withdrawals, refunds and defective products.
Right of withdrawal
In accordance with the legislation applicable to distance sales, you have 14 days from the date you receive your order to exercise your right of withdrawal, without having to give any reason.
To exercise your right of withdrawal, you must inform us of your decision before the end of this period by email at:
You may use the standard withdrawal form available at the bottom of this page, but its use is not mandatory.
Simply returning an item without first clearly informing us of your decision to withdraw is not sufficient to exercise the right of withdrawal.
After informing us of your decision to withdraw, you have 14 days to return the relevant items to us.
Return address
Items must be returned to the following address:
Les Fantaisies de Valou
12 rue Louise Beaupuy
81100 Castres, France
We recommend carefully packaging returned items to prevent any damage during transport.
Condition of returned items
The consumer may handle the product to the extent necessary to establish its nature, characteristics and proper functioning.
However, the consumer may be held responsible for any decrease in the value of the product resulting from handling beyond what is necessary to carry out these checks.
Returned products must be properly protected and packaged for transport.
Return shipping costs
When exercising the right of withdrawal, the direct cost of returning the item is the responsibility of the customer.
However, when a product is defective, damaged upon delivery, non-compliant or different from the item ordered, the costs required to resolve the issue are not borne by the consumer.
Sale and promotional items
Products purchased on sale or with a discount or promotional offer benefit from the same legal 14-day right of withdrawal as products purchased at their regular price.
Exceptions to the right of withdrawal
In accordance with Article L.221-28 of the French Consumer Code, the right of withdrawal may notably not be exercised for:
- products made according to the consumer's specifications or clearly personalised;
- products supplied sealed for health protection or hygiene reasons which have been unsealed after delivery.
For earrings and stud earrings, the hygiene exception only applies when they have been supplied in sealed hygienic packaging and this packaging has been opened after receipt.
If the sealed hygienic packaging has not been opened, the right of withdrawal remains applicable under the conditions described above.
Personalised products and custom orders
Items made specifically at the customer's request, according to their choices or particular specifications, may be excluded from the right of withdrawal when they constitute goods made according to the consumer's specifications or clearly personalised.
This exception does not apply to a standard product simply selected from the options normally offered on the shop.
Damaged or defective items and order errors
We invite you to check your order as soon as you receive it.
If an item arrives damaged, has a defect, or if you have received a product different from the one ordered, please contact us as soon as possible at:
Please include your order number and, if possible, photographs showing the problem.
We will review the situation and offer an appropriate solution.
Asking you to contact us promptly does not in any way limit your rights under the applicable statutory guarantees.
Exchanges
For a simple change of mind, we do not offer direct exchanges.
If you would like a different colour, model or size, you may exercise your right of withdrawal for the relevant item and then place a new order.
This does not limit your rights where a product is defective or non-compliant.
Refunds
If you validly exercise your right of withdrawal, we will refund the amounts due to you, including the original delivery costs corresponding to the standard delivery method offered when the order was placed.
If you chose a delivery method that was more expensive than the standard delivery option offered, the additional cost will not be refunded.
The refund will be made no later than 14 days from the date on which we are informed of your decision to withdraw.
However, we may delay the refund until we have received the returned products or until you provide proof that they have been sent back, whichever occurs first.
The refund will be made using the same payment method used for the original transaction, unless the consumer expressly agrees to another payment method and provided that this does not result in any additional costs for the consumer.
Statutory guarantees
Regardless of the right of withdrawal, products sold benefit from the applicable statutory guarantees.
The legal guarantee of conformity allows the consumer to take action against the seller when a product has a lack of conformity. For the relevant goods, this guarantee may be exercised for a period of two years from the date the goods are delivered.
Where the applicable conditions are met, the consumer also benefits from the legal guarantee against hidden defects.
These return and refund conditions do not limit or remove any statutory guarantees.
Contact us
For any questions regarding a return, withdrawal or refund, you can contact us at:
Standard withdrawal form
Please complete and send this form only if you wish to exercise your right of withdrawal.
To:
Les Fantaisies de Valou
12 rue Louise Beaupuy
81100 Castres, France
Email: lesfantaisiesdevalou@free.fr
I hereby give notice that I withdraw from the contract of sale for the following product(s):
Product(s) concerned:
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Order number:
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Ordered on:
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Received on:
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Consumer's full name:
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Consumer's address:
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Date:
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Consumer's signature (only if this form is submitted on paper):
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