Under Article L121-20 of the Consumer Code, in the European Union, the buyer has a period of fourteen working days from the delivery of his order to exercise his right of withdrawal and thus make a return of the product to the seller for exchange or refund without penalty, with the exception of the cost of return by Colissimo with delivery against signature or any other delivery system of his choice. This return policy also applies to Switzerland for Comme un diadème.
In case of return of a product sent outside the European Union and Switzerland, a deduction of 10% will be made to the amount of the refund for management costs and restocking. However, for a first exchange, a credit note for the amount of the product can be used to buy another product on the website. This credit note is only valid for one exchange. If the product is returned again, the 10% deduction will be applied. The credit note is valid for an unlimited period of time. In case of a return of a product, the shipping costs are not refundable on the first product purchased, and must be paid again to receive the exchanged product. Credit card fees and other charges (e.g. customs fees) are not refundable either. In the case of a return of a product sent outside the EU, the customer must ensure that the return formalities do not entail any customs clearance costs for the seller, as this is not an import but a return of the product. You must declare "Return of the product to the retailer (Comme un diadème)". In the event of a customer error, customs clearance fees will be deducted from the refund.
The withdrawal request should only be sent to [email protected] or via the website's return form. Requests for withdrawal should not be sent via private messages on social networks (Facebook or Instagram).
The product must be returned in the same condition in which it was sent and in its original packaging. Refunds will only be made if the product has not been washed, curled, cut, dishevelled or damaged. The parting must be positioned in the centre. The product will be carefully inspected before refund. The lace part of lace wigs must not have been cut. In case the product requires a new shampoo (application of serum or other on the hair), a penalty of 30 euros will be applied to the refund. If the product is returned with a clip cut or torn off, a penalty of 30 euros per clip will be applied.
Custom orders are payable in advance and are non-refundable. Production times can be long, especially during the covid period (about 4 to 6 months, sometimes a little longer). Exceeding the time limit for the receipt of the product will not be a reason for refund due to the current exceptional situation.
Products cut specifically at the customer's request at the time of ordering (fringe, curtain fringe or diadem cut) via the "available options" form, are not eligible for the return policy.
The return of a product that is not eligible for the return policy (custom order, product cut on demand) will be reshipped at the customer's expense.