• Free shipping for orders over 120 €. Returns within 30 days.
  • Free shipping for orders over 120 €. Returns within 30 days.

LANCEL - Return Policy and right of Withdrawal

1) Right of withdrawal

The customer enjoys a legal right of withdrawal that it can exercise within a time period of 14 days following receipt of goods, under the conditions set out in Articles L. 221-18 and L. 221-20 of the Consumer Code, if the customer fulfils the conditions set out by these Articles, without the need to provide a reason for their decision or to pay penalties.
Lancel offers to its customers the ability to resiliate the contract entered into with LANCEL within 30 days as from the delivery of the products without any penalty and/or providing a reason. To exercise the right to withdrawal, the buyer must send within 30 days as from the date of receipt of the merchandise by recorded delivery letter with acknowledgement of receipt, a letter in which they expressly declare wishing to return the goods ordered.

This withdrawal form can be found at the following link: https://www.lancel.com/media/wysiwyg/rma/WITHDRAWAL FORM_EN.pdf or also in the dedicated paragraph below*.

The letter can also be sent via fax and/or email, upon the condition that it is confirmed via recorded delivery letter with acknowledgement of receipt within the following 48 hours. The right of withdrawal can be exercised when more than one product is purchased, and solely for several of these products. When exercising the right to withdrawal, the customer must return, at its own cost, the merchandise purchased to LANCEL, by sending it within 30 days as from the date of exercising the right to withdrawal.

For any returns under the framework of the Right to withdrawal, the procedure herein-below must be fully complied with:

the Customer must affix the return label, completed in advance and printed, to their parcel.
No returns can be accepted without the said duly completed label.
Products must be returned in their original packaging, with their label and any possible accessories, in perfect condition to:

ID LOGISTICS RETOURS LS
ZA « Les Bellevues »
16 avenue du Gros Chêne
95610 ERAGNY SUR OISE
France

The Customer is exclusively responsible for the risks and costs associated with returns.
Products must be returned in accordance with the measures indicated in the return procedure, accessible via the FAQs section.



WITHDRAWAL FORM

Download and complete the *Withdrawal Form to exercise your right to return.



2) Returns

The Customer must check the conformity of products dispatched and received for their order at the point of delivery. Any anomalies concerning the delivery such as: damaged package,
missing products,
deteriorated products,
products not corresponding to the order,
Must be notified within the legal time period following receipt of the order.
This notification will be sent to the customer services of the LANCEL site either by recorded delivery letter, by writing to the following address: L.SOGEDI - ID LOGISTICS - 16 Avenue du Gros Chêne 95610 ERAGNY SUR OISE, [or] by email to contact@lancel.fr.

Beyond the legal time frame, and except in the case of hidden defects, no claim will be accepted by LANCEL; the Products will thus be considered as compliant.
To return any non-compliant products, the Customer must adhere to the following procedure:
the Customer must affix the return label, completed in advance and printed, to their parcel.
No returns can be accepted without the said duly completed label.
Returned products (at the buyer’s cost) must be packaged in the original box, in order to avoid the merchandise arriving at its destination in a deteriorated condition.
An equivalent box, in terms of size and strength, can only be used when the original packaging cannot be reused.
LANCEL will not accept returns dispatched by different methods to those indicated herein-above, which are the only ones authorised.
It is not possible to complete the return of goods following withdrawal when costs are payable by the recipient.
When the return has arrived at its destination, LANCEL will check the legitimacy of the return and, after observing that the correct procedures were followed, LANCEL will send a confirmation email to the user.
The amounts paid will be re-credited based on the system used to make the payment. As a general rule, the refund will take place within 14 days as from the date of receipt by LANCEL of the product returned by the buyer.

Packages should be returned to the following address:

ID LOGISTICS RETOURS LS
ZA « Les Bellevues »
16 avenue du Gros Chêne
95610 ERAGNY SUR OISE
France

Returns or exchanges will not be accepted in-store.
The Customer is exclusively responsible for the risks and costs associated with returns.
When non-conformity is observed, LANCEL will offer to refund the product price to the Customer (product price and delivery costs) as well as the cost of returning the non-compliant Product, within thirty (30) days at the latest as from the date of sending the notification of the confirmation of non-conformity by the customer services of the LANCEL site.
In the case of a refund, LANCEL will ensure the full refund of compliant return products, as well as shipping costs paid, with the exception of customs taxes and duties paid by the customer for the delivery.
Returns for goods paid by cash-on-delivery are not accepted.
Upon receipt of a non-compliant item, LANCEL will refund return postal fees in accordance with the chart of fees (non-recorded Colissimo delivery) published by La Poste [French post office] on 1st March of the current year.
The Customer must send proof of return costs paid-out, to the Customer Services, by email or by post.
In the case of abnormal or abusive claims, LANCEL may refuse to fulfil a future order.

3) Disputes – Applicable Law

These General Conditions of Sale are subject to French law.
If difficulties arise following the ordering or delivery of LANCEL items, the customer will have the option, prior to any legal action, to seek an amicable solution and to make a referral to CMAP – Centre de Médiation et d’Arbitrage de Paris [The Centre for Mediation and Arbitration of Paris], the consumer mediator that the company LANCEL makes referrals to.
To submit a dispute to the mediator, the customer can fill-in the form on the CMAP website: www.cmap.fr tab “you are: a consumer”, [and] send their complaint to CMAP Médiation Consommation, 39 avenue Franklin D. Roosevelt, 75008 PARIS, or send an email to consommation@cmap.fr.
No matter which method is used to make a referral to CMAP, the customer’s request must include the following details to be quickly processed:
their postal address, email and telephone details as well as the full name and address of LANCEL (LANCEL Sogedi, 48-50 rue Ampere, 75017 Paris), a succinct overview of the facts, and proof of steps taken by the customer to liaise with LANCEL prior to making a referral to CMAP.
Additionally, the European Commission provides an Online Dispute Resolution platform (ODR) for the context of sales contracts or online services between a consumer residing in the European Union and a business established in the European Union.
This platform is accessible at the following address: https://webgate.ec.europa.eu/odr/.
Referral to mediation is an alternative mechanism that is not a required condition prior to taking legal action.

Any dispute or controversy relating to these General Terms and Conditions of Sale and the relationship between the parties shall be submitted to the exclusive jurisdiction of the Commercial Court of Paris, France.