Refund policy
Under what conditions can I return a product?
You have the right to withdraw from your purchase within 14 days, without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, physically receive the goods. If an order is delivered in several separate shipments, the period begins when the final item is received.
Returned products should be in impeccable condition and, where possible, returned in their original packaging.
You may inspect and try on the products as you reasonably would in a physical store. You are only liable for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functionality.
Products that are damaged, soiled, washed or worn beyond normal fitting may therefore be subject to an appropriate reduction in the amount refunded.
For sealed goods which are not suitable for return due to health protection or hygiene reasons, the right of withdrawal does not apply once the protective seal has been removed after delivery.
How do I exercise my right of withdrawal?
To exercise your right of withdrawal, you must inform us clearly of your decision to withdraw from the contract.
You may do so, in particular, by contacting us by e-mail at support@lecomptoirnational.com or by using the withdrawal function provided on our website.
You may also use the model withdrawal form provided below. Use of this form is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your notification before the 14-day withdrawal period has expired.
How do I return a product?
To make your return as simple as possible, we recommend registering your return through your customer account or through our online returns process.
Select the item or items you wish to return. Providing a reason for your return is optional.
Once your request has been processed, you will receive the return instructions by e-mail together with a prepaid DHL return label for the first return relating to your order.
Carefully pack the items, preferably in their original packaging, attach the DHL return label to the parcel and drop it off at the DHL or local DHL partner drop-off point specified in the return instructions.
The first return per order using the DHL return label provided by Le Comptoir National is free of charge.
For any additional separate return relating to the same order, the direct return shipping costs may be borne by the customer. Please contact our Customer Service team at support@lecomptoirnational.com before arranging an additional return.
Using our returns process is not a condition for validly exercising your statutory right of withdrawal.
What is the deadline for returning the goods?
Once you have informed us of your decision to withdraw, you must return the goods without undue delay and no later than 14 additional days after notifying us.
The deadline is met if you send the goods before this 14-day period has expired.
We recommend keeping your proof of postage and tracking information until your refund has been fully processed.
Which costs will be refunded?
If you withdraw from the entire order, we will refund all payments received from you, including the cost of our least expensive standard delivery option.
Any additional costs resulting from your choice of a more expensive delivery method than our standard delivery option will not be refunded.
If you withdraw from only part of your order, the original delivery charges will generally not be refunded where those charges would also have applied to the items you have chosen to keep.
How will I receive my refund?
We will process your refund without undue delay and no later than 14 days from the day on which we are informed of your decision to withdraw from the contract.
We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.
Unless expressly agreed otherwise, the refund will be issued using the same payment method used for the original purchase.
You will not incur any additional fees as a result of the refund.
You will receive an e-mail confirmation once your return has been processed.
How can I track my return?
You can track your return using the DHL tracking information provided with your return.
If you have any questions regarding your return, please contact our Customer Service team:
Le Comptoir National
Tavaux Strasse 12
77948 Friesenheim
Germany
E-mail: support@lecomptoirnational.com
Phone: +49 (0)176 31189698
Model Withdrawal Form
If you wish to withdraw from the contract, you may use the following form and send it to us:
To:
Le Comptoir National
Tavaux Strasse 12
77948 Friesenheim
Germany
E-mail: support@lecomptoirnational.com
I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Date:
Signature of consumer(s)
(only if this form is submitted on paper):
