Refund policy
Returns and Refunds Policy
Last updated: 8 August 2026
Have you changed your mind or would you like to return an item to us? Here are the terms applicable to returns and refunds for orders placed on Gingerlily.
Right of withdrawal
In accordance with the French Consumer Code, you have a period of 14 days from receipt of your order to inform us of your decision to withdraw, without having to give any reason.
To submit your request, use our online withdrawal form directly:
You may also notify us of your decision by any unambiguous statement expressing your intention to withdraw.
Once you have notified us of your withdrawal, you have a maximum period of 14 days to ship the items concerned.
Return conditions
Products must be returned unused, in their original packaging and in a condition that allows them to be resold.
You may, of course, handle a product to the extent necessary to verify its nature and characteristics. However, any depreciation resulting from handling beyond what is necessary may be taken into account when issuing the refund, in accordance with the applicable regulations.
To facilitate and expedite the processing of your return, we invite you to wait for our instructions before shipping your parcel and to include the information needed to identify your order.
Where should I send my return?
Returns must be sent directly to:
Gingerlily-Exio SAS
2 rue du Pont d’Avignon
91290 Arpajon
France
Do not ship your return to a relay point or parcel locker.
We strongly recommend using a shipping method that includes a tracking number and retaining your proof of postage until your return has been fully processed.
Direct return shipping costs are borne by the customer, except where the return results from an error by Gingerlily or where the regulations provide for them to be borne by the seller.
Products that cannot be returned
The right of withdrawal does not apply to products falling within the exceptions provided for by the French Consumer Code.
This notably concerns products cut to the length requested when the order was placed, such as chains, cords, threads, ribbons and other supplies sold by the cut.
Products made to your specifications or clearly personalized are also not eligible for withdrawal.
Where this exclusion applies, it is indicated on the product page concerned.
These exclusions concern changes of mind only and do not limit your rights where a product is defective, non-conforming or does not correspond to your order.
Missing, incorrect, damaged or defective product
Did you receive an incorrect, damaged or defective product? Is an item missing from your order?
Do not submit a withdrawal request.
Contact us at contact@gingerlily.fr, stating your order number and the problem encountered and, where useful, attaching one or more photographs.
We will review your request and propose an appropriate solution: shipment of the missing product, replacement or refund, depending on the circumstances and the applicable legal provisions.
Where the error is attributable to Gingerlily, the costs necessary to correct it will not be charged to you.
Refunds
In the event of a valid withdrawal, the refund will be issued in accordance with the provisions of the French Consumer Code.
Gingerlily may defer the refund until the products have been recovered or until you provide proof that they have been shipped, whichever occurs first.
The refund will be issued using the same payment method as the one used for the order, unless you have expressly agreed to use another refund method.
In the event of withdrawal covering the entire order, the initial delivery costs corresponding to the standard delivery method offered will also be refunded. Any additional costs resulting from choosing a more expensive delivery method will not be refunded.
In the event of withdrawal covering only part of the order, the initial delivery costs will not be refunded where their amount would have been the same if you had ordered only the products retained.
Store credit or customer credit may also be offered with your agreement.
Exchanges
We do not automatically exchange an item returned due to a change of mind.
If you would like a different product reference, colour or quantity, you may place a new order independently of the return of the original item.
In the event of a defective, incorrect or non-conforming product, contact us so that we can propose the appropriate solution.
Need help?
For any questions concerning a return, refund or complaint:
This information supplements our General Terms and Conditions of Sale, which set out all the rights and obligations applicable to orders placed on Gingerlily.