Refund Policy

Our policy lasts 14 days. If 14 days have passed since you received the product, we cannot offer you a refund or exchange unfortunately.

If, during the week, you change your mind within 24 hours of your order, we will refund you directly.

We only process orders 24 hours after they have been placed so that we can correct errors and changes in customer opinions. After this period has passed, if the order has been processed, we will no longer be able to reimburse you in the event of a change of mind before the product is delivered, received and returned to the address provided.

To benefit from a return on your order, your item must absolutely be unused and in the same condition in which you received it. It must also be in the original packaging in order to be returned at your expense to the address we will give you.

There are several types of products that cannot be returned. We do not accept returns on products for intimate or sanitary use. Gift cards are also items that cannot be returned.

In order to make a return, we will verify that it is indeed your order via your order number and/or any information used when you placed your order. This will certainly be your email address.

In order for your return to be validated, there are two possibilities. We acknowledge receipt of the package at the return address that we communicated to you or you send us via scan or photo proof that the return was made to the address communicated. In the first case, the shipment should not be sent to the manufacturer's address. In the second case, a postal receipt or a shipping ticket may be accepted.

We may ask you to wait for receipt rather than sending us proof that the return has been made. Because as part of a refund request, an inspection of the package may be necessary. This inspection will take place before we issue a refund in the event that there is a refund.

If you receive an item and say that this item is in poor condition and you would like a refund but refuse to send a photo of the item you received, you will obviously be asked to send the item to a specific address so that the item in your order can be inspected.

Once the package is received, it is only after inspection that the refund will be made (or not). Indeed, after inspection we can realize that the item is in good condition. And we will let you know via a photo and/or video and in this case, we will refuse the refund.

This may seem excessive as a procedure. However, some people have been dishonest and based on past experience, we can no longer take the word of our interlocutors. We are sorry for this and please know that we do our best for each return case and for each refund request.

During any refund, a sum of €2 will be deducted per order. This is to cover the costs generated by payment platforms and processors.

In the case of a refund, when we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will then also inform you of our decision regarding the approval or rejection of your reimbursement request.

If your refund request is approved, it will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain time frame. This deadline does not depend on us. And we will notify you as soon as the refund procedure is launched on our side.

If the refund is late or missing, check your bank account first. Only then contact the entity issuing your credit card. Indeed, a delay before your refund is officially posted is possible.

Then contact your bank. Indeed, some processing time is required before a refund is posted.

After these two steps, in case you still have not received your refund, please send an email to contact@duchesse-satin.com . The customer service team will ask you if you have completed both steps. If this is the case, the customer service team will check the database.

We are sorry to ask for these steps but we want to provide maximum attention to your requests. And we waste a lot of time when the request is not preceded by certain steps. We would like to give maximum attention to requests received.

In the case of sale items, if there is a refund, the refund will be made on the price of the sale item and therefore paid by the customer and not at the normal period price.

As part of exchanges, we only replace an item if it is defective or damaged. If this is the case, you would like to exchange it for the same item, send us an email to contact@duchesse-satin.com .

As part of gifts, the item you wish to return, if it was sent directly to you, you will receive a gift credit of a value equal to that of your return. Once again, only when we have received the item will a gift certificate be sent to you by email.

If the item was not marked as a gift when purchased, or if the gift giver preferred to receive the item first and give it to you later, we will issue a refund to the buyer of the gift and the latter will know that you have returned the item.

For returns, you will be responsible for paying your own shipping costs. These shipping costs are non-refundable and if you receive a refund, return shipping costs will be deducted from this.

Depending on where you live, the time to receive your exchanged product may obviously vary.

If you are shipping an item worth $30 or more, consider using a shipping service that allows you to track the shipment or ensure delivery. This is because we do not guarantee that we will receive the item you return to us.