Refund policy

Returns process and refunds

We recommend that you return Products in their original packaging to ensure the necessary protection when in transit. Instructions for the return of the Product(s) will be included with the delivery package. When cancelling a purchase and returning Products to us you have two options available to you: 

• Depending on where you live, exercise your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs). If you choose this option you will be refunded the full price for the Product(s) (subject to our Returns Policy) and the cost of standard delivery but will be liable for the organisation and cost of returning the Product(s) to us.
• Use our return service. If you choose this option, the return costs are your responsibility (15€ for returns from France, 20€ for returns from abroad) and will be deducted from the total refunded amount.

If you simply wish to exchange a product for another size or model, shipping costs will be covered by us (free exchanges).Except for certain types of products (as indicated below), you may cancel an order at any time before delivery of your order and up to 14 days afterwards, starting from the day following receipt of the products (“cooling-off period”).To cancel an order, you must clearly inform us, preferably:

• By email at info@luciebrochard.com, stating your name, address, order reference number, and reason for the return.
  

If you cancel an order (or part of an order) during the cooling-off period, you must return the product(s) within 14 days from the day you notified us of the cancellation and comply with the return policy.If you cancel a contract concluded between us during the 14-day cooling-off period (see above), we will process the refund owed to you as soon as possible and, in any case, within 14 days from the day we receive the product(s) back or, if sooner, the day we receive proof that you have sent the product(s) back to our return address.We will refund the full price of the product(s) (subject to any deductions we are entitled to make for use or damage of the product(s)). However, the return fees of 15€ (France) or 20€ (international) are your responsibility and will be systematically deducted from the total refunded amount, except in the case of exchanges.We will refund any amount received from you using the same payment method you originally used to pay for your purchase, unless otherwise agreed.Payments made via PayPal are automatically refunded to your PayPal account. Please note that payment processing can take up to 14 business days depending on your bank.

Free returns pick up

We offer all our customers a pick-up service for products you wish to return, except for certain types of products described in the return policy. You have 14 days from the receipt of your order to return the product. We strongly recommend booking your return pick-up within 7 days of receiving your order to ensure it arrives on time. Please note that we can only arrange pick-ups in the region where your order was delivered.To book a free returns pick-up:

• Sign in to the Site and go to My Account.
• Under 'Orders' click on the 'Book a return collection' link next to the order you want to return.
• Select the Products you would like to return and follow the steps to schedule a pick-up time and address.

We will e-mail you with your Returns Merchandise Authorisation (RMA) number, confirmation of your collection time and address, a booking reference number and returns documents.Print out the Air Waybill (AWB) and attach it to the outside of the parcel. There will also be a copy to give to the courier. Please save a copy of the AWB for your records. You can use this to track your return shipment.If you have been provided with a returns invoice for customs, please enclose one inside the package and attach a signed copy on the outside with the AWB.Please note that you have 30 days to contact us upon the pickup of your return to ensure that we have acknowledged it and received the Product. If you contact us after this 30 days period, we cannot guarantee a refund.

Returns and refunds for products on special offer

Due to the nature of products on special offer, returns, changes or cancellations are not be allowed.

Returns and refunds for customised products 

Due to the nature of personalised products, returns, changes or cancellations are not be allowed.This does not affect your statutory rights. Please note, that personalised and/or customised Products may have a long lead-in time before shipping, but payment will be taken at the time of or shortly after you submit your order and in advance of shipping.