Refund policy
Right of Withdrawal and Returns
In accordance with applicable law, you have a period of 14 days from receipt of your order to exercise your right of withdrawal, without having to provide any reason.
To be eligible for a return, the item must be returned in a condition allowing it to be resold (undamaged, complete, with accessories and original packaging).
If the product has depreciated as a result of handling other than what is necessary to establish the nature, characteristics and proper functioning of the item, a deduction may be applied.
Proof of purchase (order number, invoice or order confirmation) may be required.
To initiate a return, please contact us at:
Returns must be sent to:
Calilou – Miilae
7 rue Gaudray
92170 Vanves
France
Any return sent without prior request may be refused.
Return Costs
In the event of withdrawal (product compliant and without defect), return shipping costs are the responsibility of the customer.
Depending on the destination country and the nature of the order, a return label may be offered by us.
Where a return label is provided by us, a fixed contribution towards return costs, which may be equivalent to the standard delivery charges applied at the time of the order for the relevant destination zone, may be deducted from the refunded amount.
If no return label is provided by us, the customer shall arrange the return shipment with the carrier of their choice, in accordance with the instructions provided.
In the event of a defective, damaged or non-compliant product, return costs are covered by us.
Unclaimed Parcels or Returns to Sender
If a parcel is returned to us for one of the following reasons (non-exhaustive list):
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parcel not collected from pickup point within the required timeframe;
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incorrect or incomplete address provided by the customer;
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refusal of the parcel upon delivery.
Delivery and return shipping costs remain the responsibility of the customer.
The refund may be made, at the seller’s discretion, either as store credit or via the original payment method, after deduction of incurred costs.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or incorrect, so that we may offer an appropriate solution (replacement, exchange or refund).
Non-Returnable Items
Certain items cannot be returned, including:
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personalized or custom-made products;
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gift cards.
Sale or discounted items remain subject to the right of withdrawal, unless otherwise permitted under applicable law.
Exchanges
To obtain another item, we recommend returning the original product first. A new order may then be placed.
Refunds
We will notify you once the returned item has been received and inspected.
If the refund is approved:
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it will be issued via the original payment method;
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within a maximum period of 14 days, in accordance with applicable law;
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standard initial delivery charges are refunded, except where a fixed contribution towards return costs applies under these conditions.
Additional charges relating to express or specific delivery options selected by the customer are non-refundable.
Please note that banking processing times may vary.