Region	Price
France	The customer must ship back the package at her expense. Initial shipping costs are not refunded.
Rest of the World	The customer must ship back the package at her expense. Initial shipping costs are not refunded.

 

 Q&A:

Do you accept returns? 

We accept returns. International return fees are to your expense. The refund for your order does not include any initial shipping charges applied at the time of dispatch. Please follow the instruction before making your return. 

For sanitary reasons, face masks are not eligible for returns.

I wish to send my order back, should I contact you first?
Yes. Before Before returning any item, please contact us via the CONTACT tab on our website or at contact@lessultanas.com .Any return that has been made without contacting us first will not be accepted. 

I wish to make a return/exchange/refund, what should I do?
Please contact us via the CONTACT tab on our website or at contact@lessultanas.com

Do you accept exchanges?
We do not accept exchanges. You will have to return your order to us then order again. Any exchange or return request must be made via the CONTACT tab on our website or by email at contact@lessultanas.com

How much time do I have to return my items?
You have 15 days to request a return after receipt of the package in our CONTACT tab or by email to contact@lessultanas.com

What are the conditions for returning items?
Items must be new, never worn, never washed and with tags. Items that do not meet our expectations will not be accepted. You first have to contact us via the CONTACT tab on the website or by email at contact@lessultanas.com

Once your return request has been accepted, you will have 7 days to ship your package. After this deadline, the return request will automatically be canceled.

How do I pay the return shipping costs?
Shipping costs are to your expenses at our address given when making contact for your return request.

How will I be refunded?
You will be refunded by the same means as the method of payment used on the website.

When will I be refunded?
The refund will only be made after the reception of your package and the confirmation from us that everything is in order. The refund times will vary depending on your bank.

I made a mistake in my delivery information, resulting on my package returning to sender/ being lost. What do I do?
If your package has returned to us or is lost due to an error on your part, Les Sultana is not responsible. If the package has been returned to us, we can send it back to you, but you will be responsible for the delivery costs (price according to your region). For all requests, please contact us via the CONTACT tab on our website or by email at contact@lessultanas.com

My package has been lost, stolen, damaged by the shipping company, what should I do?
Les Sultanas is in no way responsible for the lost, theft or damage of your package by the shipping companies. We try to send your packages in sturdy packaging, but we cannot be held responsible. In case of loss, theft or damage, please contact us via the CONTACT tab on our website or by email at contact@lessultanas.com

My package is taking a long time to arrive, I would like a refund, is this possible? Abnormal delivery times are not a valid reason to request cancellation and full refund of the order, especially given the current situation. However, if you wish to return your order to us after it has been received, it is possible. To make the request, please contact us via the CONTACT tab on our website of by email at contact@lessultanas.com. 

I changed my mind, I no longer want my order, can I be refunded?
We accept cancellations and refunds depending on the progress of your order. If your order has not yet been processed and shipped, a refund will be possible but a fee of 2% will be retained (these fees represent the commission taken for each transaction by shopify and paypal/stripe). If your order has already been processed, this becomes a normal cancellation, and the usual charges will apply depending on your region. If your order has already been shipped, you will first have to wait for the arrival of your package and then request a return. For all requests, please contact us via the CONTACT tab on our website of by email at contact@lessultanas.com

I did not pick up my package on time at the relay point or at the post office and it was returned, can I be refunded?

You can be refunded but it will be considered as a return so a charge will be applied to your refund amount. 

I did not pick up my package on time at the relay point or at the post office and it was returned, can I receive it again? 

We can send your package back to you, but you will be in charge of the delivery costs (even if you were eligible for free shipping during the first sent). The price of delivery depends on your region (see our table of delivery costs). 

I Pre Ordered items and wish to cancel, can I ?
You have 48H to cancel your pre orders. After that, we are starting to produce your made to order item. If above 48H you wish to cancel, only store credit can be offered as a compensation. 

If you have any problem, please do not hesitate to contact us at contact@lessultanas.com