How do I make a return?
How do I make a return?
Would you like to return all or part of your order? Here’s what to do.
You have 14 days from receiving your order to inform us of your decision to withdraw. After submitting this request, you have the period provided for by applicable regulations to return the items concerned.
1. Submit your return request
Before shipping your parcel, submit your request using our online withdrawal form.
This allows you to provide us with the information needed to identify and process your return.
Is a product defective, damaged, incorrect, or missing?
Do not use the withdrawal form: contact our customer service directly at contact@gingerlily.fr, specifying your order number and the issue encountered.
2. Carefully prepare your return
Returned supplies must be unused and in a condition that allows them to be resold, accompanied, where relevant, by their original packaging and accessories.
Carefully package the products to protect them during transport.
Remember to include information in your parcel that makes it easy to identify your return, in particular your name and order number.
3. Ship your parcel
Send your return to:
GINGERLILY-EXIO SAS
2 rue du Pont d'Avignon
91290 Arpajon
France
⚠️ Do not send your return to a pickup point or parcel locker.
You are responsible for the direct return shipping costs in the event of a change of mind.
We strongly recommend choosing a tracked shipping method and keeping your proof of postage until your return has been refunded.
Are you returning an item from abroad?
When necessary, clearly indicate on the customs documents that it is a return of goods.
Any fees or formalities related to international shipping remain subject to the rules applicable in the country of dispatch.
4. Return processing and refund
Upon receipt of your parcel, we inspect the returned items before processing your request.
When the return conditions are met, the refund is issued in accordance with our Returns and Refunds Policy and our Terms and Conditions of Sale.
The refund is generally issued to the same payment method used for the order, unless otherwise agreed.
If you would like to order another item, color, or quantity, you can place a new order independently of your return.
Which products cannot be returned?
Certain products are not eligible for the right of withdrawal when they fall under the exceptions provided for by applicable regulations.
This applies in particular to products cut specifically to the requested length, such as certain chains, cords, threads, or ribbons, as well as products made according to your specifications or clearly personalized.
When this exclusion applies, it is indicated on the product page.
This naturally does not limit your rights when a product is defective, damaged, or does not conform to your order.
Do you have a question about your return?
See our Returns and Refunds Policy for all applicable conditions.
For a complaint concerning a defective, damaged, incorrect, or missing item, contact us at contact@gingerlily.fr.