English
You normally have 14 days from receipt of your order to request a return. It takes just three steps to return any products you do not wish to keep.
Step 1. Submit your return request online
For smaller orders delivered by DPD Predict or to a DPD Pickup location:
• Go to your account, open the "Order history and details" section, then select the relevant order.
• Select the products and quantities you want to return, then enter your reasons for returning them in the field provided.
• To confirm your return request, click "Return a product". You will receive an email confirming that your request has been received within 24 hours on business days. You can then download and print your return form from the "Product returns" section of your account.
• Then simply return the unused products in their original packaging, along with the return form.
For large orders delivered by our specialist delivery service:
• Go to your account, open the "Order history and details" section, then select the relevant order.
• Select the products and quantities you want to return, then enter your reasons for returning them in the field provided.
• To confirm your return request, click "Return a product". You will receive an email confirming that your request has been received within 24 hours on business days. You can then download and print your return form from the "Product returns" section of your account and place it in your return package.
• We can arrange your return through our specialist delivery service. Once we receive your return request, we will contact you to explain the next steps and help arrange the return through our delivery service. We will request a quote and send it to you. If you accept the quote, we will send you a payment link to finalize your request and notify the delivery service of your return. They will then contact you as soon as possible to arrange a pickup date.
• You can also arrange the return yourself through another carrier. Simply let us know when we contact you.
Step 2. Prepare your package for return
For smaller orders delivered by DPD Predict or to a DPD Pickup location:
• Pack your return carefully and make sure the products are undamaged and in their original packaging.
• Print the corresponding return form from the "Product returns" section and place it in your package.
• Drop off your package at a La Poste location within 14 days of your return request, addressed to:
Mathilde Créations - Online Store Customer Service
117 rue Pablo Picasso
71000 MÂCON
You are responsible for the return shipping costs.
For large orders delivered by our specialist delivery service:
• Pack your return carefully and make sure the products are undamaged and in their original packaging.
• Print the corresponding return form from the "Product returns" section and place it in your package.
• Give your return package to your chosen carrier on the date agreed with our Customer Service team so that it arrives at our facility under the best possible conditions.
You are responsible for the return shipping costs.
Step 3. We’ll take care of the rest
• When your package arrives at our facility, we will email you within 48 hours on business days to confirm receipt. We will then carefully inspect it before issuing a refund.
• Once your package has been inspected and your return approved, we will email you to let you know.
• Your refund will be issued no later than 14 days after your package arrives at our facility.