ONLINE REFUND/EXCHANGE POLICY

Your legal right to change your mind (14 days).

If you are a consumer in the European Union, you have 14 days from the day you receive your order to tell us you are cancelling it. You do not have to give a reason and you do not have to have our permission. Email sales@labienaimee.com within those 14 days, send the goods back within 14 days of telling us, and we will refund you within 14 days of hearing from you — including the standard delivery you paid on the way out, if you are sending the whole order back. We may wait until the goods are back with us, or until you show us you have sent them, before we refund. You pay for the return postage. This right covers sale and discounted items too, and it sits on top of the shop conditions set out below, which are our own goodwill terms and cannot cut it short.

 

 

Exchanges.

We do not exchange one product for another. Instead, please request to return unwanted products for a refund, and place a separate order for the desired product.

 

How to request a return.

If you’d like to return items purchased from our online shop, please contact us at sales@labienaimee.com within 14 days of receiving your order (return requests made more than 14 days after reception will not be accepted.) If you are using your 14-day right to change your mind, telling us is enough — you do not need to wait for us to agree. For any other return, please wait for our confirmation before sending it, so we can check we have room to take it back.

 

Returnable items.

Please send products back in the condition they reached you, with their original packaging and tags, and please do not wind the yarn. Including the printed invoice helps us find your order faster, but it is not a condition of your refund. You are welcome to handle and inspect yarn the way you would in a shop. If it comes back worth less than it went out — wound, knitted, washed — we may reduce your refund by the amount of that loss in value, which is what the law allows; we will not simply refuse the return.

 

Non-returnable items.

Your 14-day right to change your mind covers everything, including clearance and discounted yarn. Beyond that statutory right, our own goodwill returns do not extend to yarn that has been wound, items bought in clearance or with a promotional discount, or items damaged for reasons outside our control. Custom-dyed and dye-to-order yarn made to your specification is excluded from the 14-day right by law (Code de la consommation, article L221-28), as are goods that cannot be returned for hygiene reasons once unsealed.

 

Return shipping.

Please note that it is the customer’s responsibility to pay for the cost of return shipping, except in the case of errors on our part. If returning from outside the EU, you must declare that the package has no commercial value, as any customs/import fees or taxes that we pay will be deducted from your return.

 

Our return address is the following:

 

La Bien Aimée

Attn: Lolita

63 Boulevard Masséna

75013 Paris

France

 

For returns over €75, we advise that you select a trackable shipping service and/or insurance, as we are not liable for products that are lost or damaged in transit.

If a package is returned/refused, without tracking number and validation from us by email, there will be extra fees that will be deducted on the refund.

 

Refunds.

Once we receive your return we will inspect the products, and if they are in the same condition as when we sent them, we will notify you by email that your return has been accepted. You should receive the money via the same method of payment in 3-5 days, and in every case within 14 days of the day you told us you were cancelling. If you still have not received your refund 5 working days after it was processed, please contact us at sales@labienaimee.com

 

Gift.

If your order was placed by someone else and sent to you as a gift then you will receive a gift credit for the value of your return, which will be emailed to you once your return has been received and accepted.