Returns and Refunds Policy
Consumer customers located in the European Union
You have a period of fourteen (14) calendar days from receipt of your order to exercise your right of withdrawal in respect of non-personalised items.
The items concerned include refills, portfolios, diaries, mini pens and any other item that has not been personalised in any way.
Products made to your specifications or clearly personalised are not covered by the right of withdrawal, in accordance with Article L221-28 of the French Consumer Code. This applies in particular to products featuring an engraving, a cord chosen by you, charms or trinkets selected by you, or any other configuration made according to your specific choices.
This restriction does not apply in the event of a lack of conformity or a hidden defect.
You may exercise your right of withdrawal using the dedicated electronic function available on our site, in particular from your customer account, or by contacting our customer service team.
As soon as a withdrawal request is submitted online, an acknowledgement of receipt is sent to you by email.
Returned items must be complete, in a condition allowing them to be resold and, where possible, in their original packaging.
If the product has depreciated in value as a result of handling other than what is necessary to establish its nature, characteristics and proper functioning, a deduction may be applied to the refund amount, in accordance with applicable regulations.
Return conditions
Returns are covered by Louise Carmen for all consumer customers located in the European Union who exercise their right of withdrawal within the statutory period of fourteen (14) days.
Once we have received your withdrawal request, we will send you the applicable return instructions along with a prepaid return label where necessary.
Customers located outside the European Union
Return shipping costs, together with any customs duties, taxes or clearance fees applicable to returns made from a country outside the European Union, remain payable by the customer, except in the event of an error by Louise Carmen or a defective product.
Refunds
For consumer customers located in the European Union, the refund is issued within fourteen (14) days of receipt of the withdrawal notification, in accordance with applicable regulations.
Louise Carmen may, however, withhold the refund until it has received the returned product or until the customer has provided proof of dispatch of the product, whichever occurs first.
The refund is issued using the payment method used for the purchase, unless the customer expressly agrees to the use of another payment method that incurs no additional cost.
The refund covers all sums paid by the customer in respect of the order, including the initial delivery charges corresponding to the least expensive standard delivery method offered by Louise Carmen. Any additional costs arising from the choice of a more expensive delivery method are not refunded.
For customers located outside the European Union, refund arrangements are those provided for by applicable local legislation and by this returns and refunds policy.
Exchanges
Exchanges are possible only for non-personalised items, subject to stock availability.
Exchanges are limited to one (1) request per order.
Personalised or made-to-order products cannot be exchanged or refunded as a commercial return. This restriction does not apply in the event of a lack of conformity or a hidden defect.
Shipping costs for the return and redelivery may be payable by the customer, except in the event of an error by Louise Carmen or a defective product.
Can I exercise my right of withdrawal from my customer account?
Yes. If your order contains items eligible for the right of withdrawal, you can submit your request directly via the dedicated function available on our site, in particular from your customer account.
As soon as your request is submitted, you will receive an acknowledgement by email confirming that your withdrawal has been registered.
Our customer service team will then send you the applicable return instructions. You can also contact our team at hello@louisecarmen.com for any assistance.
Once the product has been returned, the refund is issued in accordance with the regulations in force, using the payment method used for the purchase.