Returns & Exchanges

RETURNS

We hope that you will love everything you order from CHAMBRE DE FAN. However, if you change your mind, you may request a return in accordance with the conditions set out below.

This Returns and Exchanges Policy applies to purchases made through chambredefan.com. Nothing in this policy affects your mandatory statutory rights.

 

RIGHT OF WITHDRAWAL

Except for personalised Made-to-Order items and any other products legally excluded from the right of withdrawal, you may notify us of your decision to withdraw from your purchase within 14 calendar days from the date on which you, or a third party designated by you other than the carrier, receive your order.

If an order contains several items delivered separately, the 14-day period begins on the date on which the final item is received.

You do not need to provide a reason for exercising your right of withdrawal.

After notifying us of your decision to withdraw, you must return the item or items without undue delay and, in any event, no later than 14 calendar days after the date on which you notified us.

Simply returning a parcel without first clearly notifying us of your decision to withdraw, refusing delivery or failing to collect a parcel does not constitute a valid exercise of the right of withdrawal.

 

HOW TO REQUEST A RETURN

To request a return, please complete our online Return Request Form within the applicable 14-day period.

You may also notify us of your decision to withdraw by sending a clear and unambiguous statement to [email protected] within the applicable 14-day period.

Please provide:

  • Your full name;
  • The email address used to place the order;
  • Your order number;
  • The item or items you wish to return.

You may provide the reason for your return, although you are not required to do so when exercising your statutory right of withdrawal.

Once your return request has been received, our Customer Service team will send you a confirmation email containing:

  • Your return reference;
  • The applicable return address;
  • The instructions for returning your parcel.

Please do not send your parcel before receiving our return instructions. The return address may differ from our registered office or the address from which your order was originally dispatched.

Items sent to an incorrect or unauthorised address may be delayed or returned to the sender.

START A RETURN

RETURN SHIPPING COSTS

Except where an item is faulty, damaged, incorrect or does not conform to the order, the direct cost of returning the item is the customer’s responsibility.

CHAMBRE DE FAN does not provide prepaid return labels for standard returns.

The customer is responsible for:

  • Arranging and paying for the return shipment;
  • Using the return address provided by CHAMBRE DE FAN;
  • Ensuring that the parcel is correctly addressed;
  • Packaging the items securely;
  • Completing all shipping and customs documentation accurately;
  • Retaining proof of posting and tracking information;
  • Contacting the chosen carrier regarding any delay, loss or damage affecting the return shipment.

Return parcels must not be sent cash on delivery, freight collect or on any other recipient pays basis.

Return shipping charges, optional insurance costs and additional carrier services are not refundable, except where otherwise required in relation to a faulty, damaged, incorrect or non-compliant item.

 

RETURN SHIPPING, TRACKING AND INSURANCE

We strongly recommend using a reputable tracked delivery service requiring proof of delivery.

We also strongly recommend purchasing shipping insurance covering the full value of the returned items, particularly for high value orders and returns sent from outside France.

The customer is responsible for:

  • Choosing an appropriate carrier;
  • Following the carrier’s shipping requirements;
  • Using the correct return address provided by CHAMBRE DE FAN;
  • Packaging the items adequately;
  • Retaining proof of posting, tracking information and any insurance documents;
  • Submitting any available claim to the carrier or insurance provider in the event of delay, loss, misdelivery or damage.

CHAMBRE DE FAN will not reimburse return postage, optional insurance or additional carrier services purchased independently by the customer, except where otherwise required in relation to a faulty, damaged, incorrect or non-compliant item.

To the extent permitted by applicable law, CHAMBRE DE FAN cannot be held responsible for any delay, loss, misdelivery or damage caused by the customer’s chosen carrier, incorrect addressing, incomplete shipping or customs documentation, or inadequate packaging.

A shipping label or tracking number alone does not necessarily constitute proof that a parcel has been dispatched. Customers must retain evidence showing that the parcel has been accepted by the carrier and sent to the authorised return address provided by CHAMBRE DE FAN.

In the event of loss, delay, misdelivery or damage affecting a return shipment arranged by the customer, the customer is responsible for contacting the carrier and submitting any available claim under the applicable shipping contract or insurance policy.

These provisions do not affect any mandatory statutory right to reimbursement where the customer has supplied adequate evidence of dispatch in accordance with applicable law.

Please retain all proof of posting, tracking information and insurance documents until the return and refund process has been fully completed.

 

RETURNS FROM OUTSIDE THE EUROPEAN UNION

Returns sent from outside the European Union must be shipped using a DDP (Delivered Duty Paid) service or an equivalent service under which all shipping charges, duties, taxes, customs clearance fees, carrier handling charges and any other amounts are prepaid or billed to the sender.

Depending on the terminology used by the carrier, the appropriate option may be described as:

  • Delivered Duty Paid or DDP;
  • Duties and Taxes Paid;
  • Bill Duties and Taxes to Sender;
  • Sender Pays;
  • Another equivalent service under which the recipient is not required to make any payment.

Returns must not be sent on a duties unpaid, freight collect, cash on delivery or recipient pays basis.

The parcel and all accompanying customs documents must be clearly marked:

RETURNED GOODS – CUSTOMER RETURN

The customer must:

  • Complete all customs and shipping documentation accurately;
  • Provide the original order number and invoice number where requested;
  • Include a copy of the original invoice where required;
  • Describe the contents accurately as returned merchandise;
  • Declare the correct value of the returned items;
  • Indicate that the parcel is a customer return and not a new commercial sale;
  • Ensure that CHAMBRE DE FAN is not named as the party responsible for return shipping or customs related charges.

The parcel must not be declared as a gift, and the contents, value or reason for shipment must not be misrepresented.

CHAMBRE DE FAN will not pay return postage, customs duties, import taxes, customs clearance fees, carrier handling charges or other amounts requested upon delivery of a standard return parcel.

Parcels requiring payment by CHAMBRE DE FAN upon delivery may be refused and returned to the sender, to the extent permitted by applicable law.

Any delay, additional charge or return to sender cost resulting from inaccurate or incomplete documentation, an incorrect customs declaration or failure to use a sender pays service will remain the customer’s responsibility, to the extent permitted by applicable law.

These provisions do not apply where CHAMBRE DE FAN has expressly arranged the return of an item that is faulty, damaged, incorrect or non-compliant. In such cases, the customer must follow the specific instructions provided by CHAMBRE DE FAN.

 

CONDITION OF RETURNED ITEMS

Returned items must be in the same condition as when they were received.

Items may only be handled and tried on to the extent reasonably necessary to establish their nature, characteristics and fit.

Returned items must not have been:

  • Worn other than for a brief indoor fitting;
  • Washed or dry cleaned;
  • Altered, repaired or modified;
  • Damaged;
  • Soiled or stained;
  • Exposed to smoke or strong odours;
  • Marked by make-up, deodorant, perfume, body products, perspiration, hair, pet hair or other signs of use.

All original identification tags, brand labels, security seals and product tags must remain attached and intact.

All accessories, belts, spare buttons, protective covers, dust bags, cards, presentation boxes and other packaging supplied with the item must also be returned.

Please take particular care when trying on light-coloured, delicate, lace, knitted, embroidered or embellished garments.

 

REDUCTION IN VALUE

The customer is responsible for any reduction in the value of an item resulting from handling beyond what is reasonably necessary to establish its nature, characteristics and fit.

Each returned item will be inspected individually after it reaches us.

Where permitted by applicable law, CHAMBRE DE FAN reserves the right to reduce the refund to reflect any proven reduction in value caused by:

  • Excessive handling or wear;
  • Stains or soiling;
  • Make-up, deodorant, perfume or other odours;
  • Washing, cleaning or alteration;
  • Damage;
  • Removed or damaged tags or security seals;
  • Missing accessories or components;
  • Damaged or missing product packaging;
  • Inadequate return packaging.

Where an item has been handled, worn, damaged or altered to such an extent that it has lost all resale value, the reduction may amount to the full value of the item, to the extent permitted by applicable law.

We will inform you if a reduction is applied and explain the reason for it.

 

RETURN PACKAGING

Items must be packed carefully and securely so that they are adequately protected throughout transportation.

Where possible, please use the original outer shipping box. If it is no longer available, another strong, clean and appropriately sized shipping box may be used.

Garment bags, dust bags, presentation boxes and other product packaging must not be used as the external shipping container.

Shipping labels, adhesive tape and carrier documents must not be attached directly to garment bags, dust bags, presentation boxes or other product packaging.

Any reduction in value caused by inadequate return packaging may be taken into account when calculating the refund, to the extent permitted by applicable law.

 

REFUNDS

Refunds will be made using the same payment method used for the original transaction, unless you expressly agree to another method that does not result in any additional cost to you.

CHAMBRE DE FAN will not deduct Stripe, PayPal, credit card or other payment processing fees from a statutory refund.

We will issue the applicable refund without undue delay and no later than 14 calendar days after being informed of your decision to withdraw.

However, we may withhold reimbursement until:

  • We have received the returned items;
  • Or you have supplied adequate evidence that the items were sent to the return address provided by us.

Whichever occurs first.

Proof of posting should clearly show the date of dispatch and the destination of the return parcel.

Once a refund has been issued by CHAMBRE DE FAN, the time required for the funds to appear in your account will depend on your bank, card issuer or payment provider.

 

ORIGINAL DELIVERY COSTS

CHAMBRE DE FAN offers free standard delivery on orders of 150.00 € or more, subject to the delivery conditions applicable to the destination.

When an entire order is returned under the statutory right of withdrawal, CHAMBRE DE FAN will refund the least expensive standard outbound delivery charge actually paid by the customer, where applicable.

If the order qualified for free standard delivery, the standard delivery charge paid by the customer was 0.00 €. No original delivery charge will therefore be added to or deducted from the refund.

If the customer expressly selected a more expensive delivery method than the least expensive standard delivery method offered, CHAMBRE DE FAN is not required to refund the additional cost of the upgraded delivery service.

When only part of an order is returned, the original delivery charge will not normally be refunded unless otherwise required by applicable law.

The direct cost of returning the items remains the customer’s responsibility, except where an item is faulty, damaged, incorrect or non-compliant.

 

MADE-TO-ORDER AND PERSONALISED ITEMS

CHAMBRE DE FAN Made-To-Order items are individually produced after the order has been confirmed.

When ordering a Made-To-Order item, the customer provides a name or initials of up to four letters.

The name or initials supplied by the customer are embroidered onto a personalised garment label. This label is then permanently sewn into the garment during production.

Because each Made-To-Order item is manufactured specifically for the customer and is clearly personalised, it cannot reasonably be resold to another customer.

In accordance with applicable consumer law, the statutory right of withdrawal does not apply to goods made according to the customer’s specifications or goods that are clearly personalised.

Once a Made-To-Order order has been confirmed by CHAMBRE DE FAN, it cannot be:

  • Cancelled;
  • Modified;
  • Exchanged;
  • Returned;
  • Refunded.

The customer is responsible for checking the spelling, order, capitalisation and accuracy of the name or initials entered when placing the order.

The personalisation will be produced using the information submitted and confirmed by the customer. CHAMBRE DE FAN is not responsible for spelling mistakes, incorrect initials or other errors contained in the information provided by the customer.

This exclusion does not affect the customer’s statutory rights where:

  • The garment is faulty or damaged;
  • The garment does not conform to the order;
  • The personalisation produced by CHAMBRE DE FAN differs from the information submitted and confirmed by the customer;
  • CHAMBRE DE FAN has otherwise failed to fulfil its legal obligations.

 

FAULTY, DAMAGED, INCORRECT OR NON-COMPLIANT ITEMS

The statutory right of withdrawal is separate from your legal rights where an item is faulty, damaged, incorrect or does not conform to the order.

If you believe that you have received such an item, please contact us at [email protected] as soon as reasonably possible.

Please provide:

  • Your order number;
  • A description of the issue;
  • Clear photographs of the item;
  • Photographs of the parcel and external packaging, where relevant;
  • Photographs of the shipping label, where relevant.

Please retain the original parcel and packaging until we have reviewed your request.

Do not return a faulty, damaged, incorrect or non-compliant item before receiving instructions from CHAMBRE DE FAN.

Where the item is covered by the applicable legal guarantee of conformity, the appropriate remedy will be provided without cost to the customer in accordance with applicable law.

CHAMBRE DE FAN will provide an appropriate return arrangement or reimburse reasonable and necessary return costs where legally required.

The customer will not be charged necessary return or replacement delivery costs for an item confirmed to be faulty, damaged, incorrect or non-compliant.

Normal wear and tear, accidental damage, misuse, failure to follow the care instructions, incorrect washing or cleaning, improper storage, snagging, friction related pilling or damage caused after delivery does not necessarily constitute a manufacturing fault or lack of conformity.

 

EXCHANGES

CHAMBRE DE FAN does not currently offer a direct exchange service.

If you would like a different size, colour or style, please return the original item in accordance with this Returns and Exchanges Policy and place a new order at chambredefan.com.

All returned items must comply with the conditions set out in the Condition of Returned Items, Reduction in Value and Return Packaging sections above.

The replacement item will not be reserved while the original item is in transit or while the return is being processed. Availability cannot therefore be guaranteed.

Any new order will be treated as a separate purchase and will be subject to the price, availability, delivery conditions and promotional offers applicable at the time the new order is placed.

Personalised Made-To-Order items cannot be exchanged, returned or refunded, except where the item is faulty, damaged, does not conform to the order or has been incorrectly personalised by CHAMBRE DE FAN.

 

REFUSED OR UNCOLLECTED PARCELS

Refusing delivery or failing to collect a parcel does not, by itself, constitute a valid exercise of the right of withdrawal.

You must separately notify CHAMBRE DE FAN of your decision to withdraw using the return form or another clear and unambiguous statement.

Where a parcel is returned because the customer:

  • Supplied an incorrect or incomplete delivery address;
  • Refused delivery without validly notifying CHAMBRE DE FAN of the withdrawal;
  • Failed to pay applicable import charges;
  • Failed to collect the parcel.

Reasonable additional shipping, return to sender or redelivery costs may remain the customer’s responsibility, to the extent permitted by applicable law.

 

ABUSIVE OR FRAUDULENT RETURNS

CHAMBRE DE FAN reserves the right to review accounts showing unusual, abusive or fraudulent purchasing and return activity.

Where permitted by law, fraudulent claims, deliberate damage, repeated misuse of the return process or other abusive activity may result in the closure of the customer’s account or refusal of future orders.

This does not affect the customer’s mandatory statutory rights in relation to an order already accepted by CHAMBRE DE FAN.

 

RETURN REQUEST FORM

Please complete the form below to notify CHAMBRE DE FAN of your return request.

Once your request has been submitted, you will receive an acknowledgement by email. Our Customer Service team will then provide you with your return reference, the applicable return address and the instructions for sending your parcel.

Please do not return any item before receiving our return instructions.

Mandatory Fields*