You normally have 14 days from receipt of your order to make a return request. It only takes three steps to return the product(s) you do not wish to keep.
Step 1. Make your return request online
For non-voluminous orders, delivered via GLS or Point Relais® :
- Go to your account under the menu "My order history and details" and select the relevant order.
- Check the product(s) and the quantity you wish to return and indicate the reasons for your return in the appropriate field.
- To confirm your return request, click on "Return a product". You will receive an e-mail confirming that your request has been processed within 24 hours (working days). You will then be able to download and print your return form via your customer account, in "Product returns".
- All you have to do is return the product(s) to us in their original, non-used packaging, together with the returns form.
For large orders, delivered by our specialised carrier:
- Go to your account under the menu "Order history and details" and select the relevant order.
- Check the product(s) and quantity you wish to return and indicate the reasons for your return in the appropriate field.
- To confirm your return request, click on "Return a product". You will receive an e-mail confirming that your request has been processed within 24 hours (working days). You will then be able to download and print your return form via your customer area, in "Product returns", in order to put it in your return package.
- We can organise the return with you via our dedicated carrier. As soon as we receive your return request, we will contact you to tell you how to proceed and help you organise the return of your products via our carrier. We will then request a quotation from the carrier, which we will provide to you. If you agree to the quotation, we will send you a payment link to finalise your request and inform the carrier of your return. The carrier will then contact you as soon as possible to arrange an appointment.
- It is also possible for you to organise the return yourself via another carrier. You just need to inform us when we contact you.
Step 2. Prepare your package for return
For non-voluminous orders, delivered via GLS or Point Relais® :
- Prepare your parcel carefully and make sure that the returned product(s) are undamaged, in their original packaging.
- Print the appropriate return form that you will find in the "Product returns" section and slip it into your parcel.
- Deposit your parcel at the Post Office within 14 days following your return request, at this address
Mathilde Créations - E-boutique Customer Service
117 rue Pablo Picasso
71000 MÂCON
For large orders, delivered by our specialised carrier:
- Prepare your parcel carefully and make sure that the returned product(s) are undamaged, in their original packaging.
- Print the appropriate return form that you will find in the "Product returns" section and slip it into your parcel.
- Hand over your return to the selected carrier on the date agreed with our Customer Service so that your package is received in the best conditions on our platform.
Step 3. We take care of the rest
- When your parcel arrives on our platform, an e-mail is sent to you within 48 hours (working days) to inform you of its good receipt. It is then carefully checked before proceeding with the refund.
- Once the parcel has been checked and the return validated, you will receive an e-mail informing you of this.
- The refund is made within 14 days of receipt of your package on our platform.