Refund policy


Right of Withdrawal and Returns

In accordance with applicable legislation, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing any reason.

To be eligible for a return, the item must be returned in a condition allowing it to be resold (undamaged, complete, including all accessories and original packaging).

In accordance with applicable regulations, you may handle and inspect the product to determine its nature, characteristics, and functioning. However, if the product has been handled beyond what is necessary for such inspection, a deduction may be applied to reflect any loss in value.

Proof of purchase (order number, invoice, or order confirmation) may be required.

To initiate a return, please contact us at:

📧 chat@calilou.com

Returns should be sent to:

Calilou – Miilae
7 rue Gaudray
92170 Vanves
France

To ensure efficient processing of returns, we kindly ask that you contact us before sending any item back. Returns sent without prior notice may result in delays in processing your refund.

Return Shipping Costs

In the event of a withdrawal (where the product is conforming and free from defects), return shipping costs are the responsibility of the customer.

Customers may arrange return shipping using a carrier of their choice.

Upon request, Calilou may provide a return shipping label. In such cases, the actual cost of the return label may be deducted from the refund amount.

Any deduction will be limited to the actual transportation costs incurred for the return.

In the event of a defective, damaged, or incorrect product, return shipping costs will be covered by us.

Unclaimed Parcels or Shipments Returned to Sender

If a parcel is returned to us for any of the following reasons (non-exhaustive list):

  • failure to collect the parcel from a pickup point within the required timeframe;

  • incorrect or incomplete address provided by the customer;

  • refusal of delivery by the customer;

  • failure of the recipient to respond to carrier requests necessary to complete delivery.

Original shipping costs and any return shipping fees charged by the carrier remain the responsibility of the customer.

Where a parcel is returned to sender for any of the reasons listed above, the actual shipping and return costs incurred may be deducted from the refund amount.

The refund may be issued, at the seller's discretion, either through the original payment method or in the form of store credit where accepted by the customer.

Damages and Issues

Please inspect your order upon receipt and contact us as soon as possible if you receive a defective, damaged, or incorrect item, so that we may evaluate the issue and provide an appropriate solution (replacement, exchange, or refund).

Non-Returnable Items

Certain items cannot be returned, including:

  • personalized or custom-made products;

  • gift cards;

  • any other products excluded from the right of withdrawal under applicable law.

Sale or discounted items remain subject to the right of withdrawal where applicable.

Exchanges

If you would like a different item, we recommend returning the original product in accordance with this policy. A new order may then be placed.

Prior Communication and Amicable Resolution

We strive to respond to all customer inquiries as quickly as possible.

If you contact us regarding an order, return, refund, or any other issue and do not receive a response within a reasonable time, please check your spam or junk mail folder and contact us again at chat@calilou.com.

Before initiating a payment dispute or chargeback with your bank or card issuer, we encourage you to contact us first so that we may attempt to resolve the matter quickly and amicably.

Most situations can be resolved directly through our customer support team, including matters relating to delivery, returns, replacements, or refunds.

Refunds

Any refund request based on the right of withdrawal requires the product to be returned first, unless otherwise expressly agreed by Calilou.

We will notify you once we have received and inspected your return.

If the refund is approved:

  • it will be issued using the original payment method used for the purchase;

  • within a maximum period of 14 days from receipt of the returned product or from receipt of sufficient proof of return shipment, in accordance with applicable legislation;

  • standard outbound shipping costs will be refunded in the case of a valid withdrawal.

Additional charges resulting from the customer's choice of express, priority, or other premium delivery services beyond the standard delivery option offered at checkout are non-refundable.

Please note that banking institutions and payment providers may require additional time to process and post refunds.