BE, DE, ES, IT, NL, PT, AT, LU, IE, DK, SE, FI, PL, CZ, GR
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1. Return Conditions
For your return to be accepted, items must meet the following conditions:
- Unworn: the item must not have been worn or used
- In its original packaging: items must be returned in their original packaging, with tags
- Unwashed: no product should have been washed
- Tag intact: the product tag must still be attached and in good condition
- Undamaged: items must not show any stains or odors (perfume, detergent, etc.)
- Undeteriorated: The item must not show any snags, holes, damaged seams, or other deterioration.
IMPORTANT: We do not accept returns of worn, washed, stained, damaged, or untagged items.
We ask you to pack the items carefully for return.
We take particular care in preparing and packaging our orders and expect the same attention when returning products.
Returned items are put back on sale. They must therefore be properly protected in their original packaging or in suitable packaging to avoid any damage during transport.
If the packaging is insufficient and the items are damaged during transport, the return may be refused and the items sent back to the sender. Return label fees already paid will not be refunded.
2. Return Fees
Return costs are the responsibility of the customer, at the same rate as the delivery costs applied to the order. Orders that benefited from free delivery are still subject to return costs.
Once your return request has been approved, we will send you a payment link to pay for the GLS return label.
After payment, the shipping label and return instructions will be sent to you by email.
Requests are processed manually by our team and not automatically. We commit to sending you the return procedure within 24 to 48 hours (excluding weekends).
3. Return Procedure
To return an item, please read all instructions and terms and conditions.
a. Complete the online form Fill out the online return form below. We commit to responding to you within 24 to 48 hours. If you do not receive a response within this time frame, please follow up with us or check your spam folder.
b. Pay for your shipping label Once the form is submitted, if your return is approved, you will receive a payment link by email to pay for the return label. After our software receives and validates the payment, we will send you an email with access to the GLS returns portal and instructions for making the return. A simple payment confirmation from you is not sufficient: the payment must be validated by our system before access to the portal and instructions are sent.
c. Generate the return label In the email received, you will find a link giving you access to the GLS international returns portal. The GLS international returns portal is a secure page that allows you to create your return label. From this portal, you will need to enter the requested information regarding your package, then generate your GLS shipping label to proceed with the return.
d. Print the documents Print the return label via the GLS returns portal as well as the withdrawal form (paper) received by email. The form must be completed and placed inside your package.
e. Prepare and send the package Place the item in its original packaging, with the attached label and the withdrawal form (paper) inside the package. Attach the GLS shipping label to your package, then drop it off at a GLS relay point or partner drop-off point in your country.
You can find the nearest GLS drop-off point directly on the return portal.
4. Refunds or exchanges
Upon receipt and verification of the returned items, we will process the refund to the payment method used for the order.
The refund will be issued within a maximum of 14 days after receipt and validation of the return.
Only the amount of the returned items will be refunded.
The initial shipping costs as well as the return costs are not refundable.
If the item does not meet the return conditions, we reserve the right not to issue a refund.
The customer can also request an exchange within the same timeframe as returns.
The request must be made via the return form.
For an exchange, return shipping costs remain the responsibility of the customer, while shipping costs for the new item are offered.
The exchange can be made for another item. In case of a price difference, this will be either credited or debited as appropriate.
5. Terms and Conditions
The parcel must be returned only via GLS, with the return label that we provided to you after validating your request and paying for the label.
No returns will be accepted: - to another address - to a relay point not indicated in the procedure - with a different carrier
The customer remains responsible for the package until it is received at our premises.
Any parcel returned without an order number or without a withdrawal form (paper) may lead to a delay in processing the return or refund.
Returned items must be new, unworn, unwashed and returned in their original condition. Any item showing signs of use, washing, odor or damage cannot be accepted.
Items must be returned with their original tags and, if applicable, in their original packaging.
Return shipping costs are the responsibility of the customer.
Refunds are issued after receipt and verification of the package by our services. Depending on banking delays, this may take up to 7 to 14 business days to appear in your account.
We accept exchanges of items within the same timeframe as returns.
The customer has 14 days from the day after receipt of the order to make an exchange request via the return form.
Once the request is validated by our customer service, the customer has an additional 14 days to send the package according to the instructions provided.
The returned product must be in its original condition: unworn, unwashed, with tag attached and original packaging.
After validating the request, you will receive a payment link for the GLS return label.
Once payment is confirmed by our system, the shipping label and return instructions will be sent to you by email.
For an exchange, return shipping costs remain the responsibility of the customer.
Shipping costs for the new item are offered.
In case of an error in the order or a defective product, return shipping costs are covered by us.
Items damaged due to improper use, unsuitable washing or poor maintenance cannot be exchanged.
Returns of sale or promotional products: Sale or promotional items can only be returned for an exchange and cannot be refunded.
Returns must be made within 14 days from the day after receipt of the order.
Christmas product returns: Returns of items from the "Christmas and holidays 🎄" collection are accepted only if the package is received at our premises before December 24.
Any package received after this date will be refused and returned to the sender, at their expense.
Delivery delays: We work exclusively with GLS for returns. No returns made with another carrier can be accepted.
In case of delivery delay by the carrier, if the package arrives after the expected date, return requests related to this delay cannot be accepted. Any re-shipment requested in this case will remain the responsibility of the customer.
If you receive a damaged or defective item, you have 14 days after receiving your order to contact us at contact@madame-elegante.com , providing the following information:
- A photo of the damaged product
- Your order number
- Your Name, Surname
After analysis, in accordance with articles L217-4 to L217-14 of the Consumer Code on the guarantee you are entitled to a full refund, including delivery costs, in the event of non-conformity of the product.
The return of the item will be at Madame Elégante 's expense and all information will be provided by email.
If you return part of your order, the refund will be calculated only on the item(s) returned. The rest of the order will not be affected. For any questions or assistance, please do not hesitate to contact us here.
