English
You normally have 14 days from the receipt of your order to make a return request. Three steps are sufficient to return the product(s) you do not wish to keep.
Step 1. Make your return request online
For non-bulky orders, delivered via DPD Predict or to a Pickup DPD point:
• Go to your account in the "Order History and Details" section and select the relevant order.
• Check the product(s) and the quantity you wish to return to us, then indicate the reasons for your return in the field provided for this purpose.
• To confirm your return request, click on "Return a product". You will receive an email confirming that your request has been processed within 24 hours (working days). You can then download and print your return slip via your customer account, in "Product Returns".
• You will then simply need to return the product(s) to us in their original packaging and unused, accompanied by the return slip.
For bulky orders, delivered by our specialized carrier:
• Go to your account in the "Order History and Details" section and select the relevant order.
• Check the product(s) and the quantity you wish to return to us, then indicate the reasons for your return in the field provided for this purpose.
• To confirm your return request, click on "Return a product". You will receive an email confirming that your request has been processed within 24 hours (working days). You can then download and print your return slip via your customer account, in "Product Returns" to include it in your return package.
• We can organize the return with you via our specialized carrier. As soon as we receive your return request, we will contact you to indicate the procedure and help you organize the return of your products via our carrier. We will then ask them for a quote that we will submit to you. If you accept this quote, we will send you a payment link to finalize your request and inform the carrier of your return. They will then contact you as soon as possible to arrange an appointment date.
• You can also organize the return yourself via another carrier. You just need to let us know when we contact you.
Step 2. Prepare your package to send it back to us
For non-bulky orders, delivered via DPD Predict or to a Pickup DPD point:
• Carefully prepare your package and ensure that the returned product(s) are intact, in their original packaging.
• Print the corresponding return slip that you will find in the "Product Returns" section and slip it into your package.
• Drop off your package at La Poste within 14 days of your return request, at this address:
Mathilde Créations - E-boutique Customer Service
117 rue Pablo Picasso
71000 MÂCON
The return is at your expense.
For bulky orders, delivered by our specialized carrier:
• Carefully prepare your package and ensure that the returned product(s) are intact, in their original packaging.
• Print the corresponding return slip that you will find in the "Product Returns" section and slip it into your package.
• Hand over your return to the chosen carrier on the date agreed with our Customer Service so that your package is received in the best conditions at our platform.
The return is at your expense.
Step 3. We take care of the rest
• When your package arrives at our platform, an email is sent to you within 48 hours (working days) to inform you of its receipt. It is then carefully checked before proceeding with the refund.
• Once the package has been checked and the return validated, an email is sent to you to inform you.
• The refund is made at the latest within 14 days of receiving your package on our platform.