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Lounelle Paris FAQ
Frequently Asked Questions:
Find here all useful information concerning your order, delivery, returns, exchanges and Lounelle Paris products.
Can’t find the answer to your question? Our customer service team is available via our contact form, at contact@lounelle.com, or through phone support. Please check our contact page for the current phone number.
Choose your items and size, then add them to your cart. When you’re ready, go to your cart and follow the checkout steps.
Your order is confirmed once your payment is approved.
An order confirmation is sent to the email address provided at the time of your purchase.
If you cannot find it, please check your spam folder and make sure there are no errors in the email address used.
You can also contact our customer service at contact@lounelle.com.
There may be a slight delay before you receive the email.
Please:
A modification can be requested within a maximum of 2 hours after order confirmation.
Contact us immediately at contact@lounelle.com, stating your order number and the desired modification.
After this deadline, preparation may have begun, and we can no longer guarantee the modification.
Contact our customer service as soon as possible and before your order is shipped.
We will attempt to correct the address, but no changes can be guaranteed once preparation has begun.
Lounelle Paris cannot be held responsible for an incorrect or incomplete address provided during the order.
Multiple orders can only be combined if they have not yet been prepared.
Please contact us promptly with the order numbers concerned. Combining orders depends on the preparation status of the packages and cannot be guaranteed.
No. Adding an item to your cart does not constitute a reservation.
Item availability is only guaranteed after payment has been validated and the order confirmed.
This situation remains exceptional. If an ordered item is ultimately no longer available, our customer service will contact you to offer you the most suitable solution.
Yes. Unsuitable items may be returned in accordance with our returns policy.
Return shipping costs are at your expense, except where an eligible free size exchange is available for your destination.
Lounelle Paris accepts, in particular:
The available payment methods are displayed when you confirm your order.
No. PayPal is not currently available as a payment method on Lounelle Paris.
Installment payments are not currently available.
This option may be added later.
Payment is collected when your order is confirmed.
Please check:
You can then try another payment method or contact your bank.
Yes. Payments are processed using secure payment systems. All direct payment gateways adhere to PCI-DSS standards established by the PCI Security Standards Council, a joint initiative of brands such as Visa, MasterCard, American Express, and Discover. Lounelle Paris does not have direct access to your full banking information.
A payment may sometimes temporarily appear as debited or pending before being automatically canceled by the bank.
Check your spam folder, then contact us with:
Enter your code in the appropriate field in your cart or during payment, then verify that the discount has been applied before confirming the order.
No. Only one promotional code can be used per order, unless otherwise clearly stated on the website.
No. A discount cannot be applied retroactively after the order has been confirmed.
Check:
Sign up for the Lounelle Paris newsletter to receive a welcome code for 10% off your first order.
The code must be entered before payment is validated and cannot be combined with any other promotional offer.
Check your spam folder and make sure you have entered your email address correctly.
There may be a slight delay before the message is received.
Lounelle Paris ships to destinations currently available at checkout, including:
Enter your address at checkout to confirm whether delivery is available for your location.
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The rates and availability shown at checkout always apply.
Order preparation generally takes 1 to 2 business days.
After dispatch, standard shipping usually takes 6 to 11 business days.
The total estimated delivery time is therefore 7 to 13 business days from order confirmation.
Yes. Express shipping costs 7,90 € when available for your address.
Order preparation generally takes 1 to 2 business days, followed by an estimated transit time of 4 to 8 business days.
The total estimated delivery time is therefore 5 to 10 business days.
Express shipping availability is shown at checkout.
The timeframes are estimates in business days.
They may exceptionally be extended during periods of high activity, promotions, holidays, logistical checks, or because of an event beyond the control of Lounelle Paris or the carrier.
No. Preparation and delivery times are calculated in business days and do not include weekends or public holidays.
Lounelle Paris orders are currently prepared and shipped from our partner logistics center located in China.
No. Items from the same order are grouped together and shipped in a single package.
Final delivery may be handled by DHL, FedEx, USPS, UPS, or another local partner carrier, depending on your address and the parcel’s logistics route.
No. The carrier is automatically selected based on the destination and the chosen delivery method.
A modification can be requested within 2 hours of the order, but it depends on the package's preparation status and cannot be guaranteed.
Yes. You can specify the delivery address of your choice when ordering.
Please ensure that the name, address, postcode, and any additional information are accurate and complete.
As soon as your order is shipped, you will receive an email containing your tracking number or link.
A short delay may be necessary before the first information appears on the carrier's website.
Yes, this can happen during the transfer of the package between different logistics centers or carriers.
The temporary absence of new updates does not necessarily mean the package is lost.
If the tracking remains unchanged for an unusually long period, please contact our customer service.
Start by checking the tracking link received by email.
If the estimated delivery date has passed, please contact us at contact@lounelle.com with your order number. We can then open an inquiry with the carrier.
First, please:
Then, wait 24 hours, as some packages may be marked as delivered slightly before their actual delivery.
If the package is still missing after this time, please contact our customer service.
In order to open an investigation with the carrier, we may ask you for:
This information is used solely for the processing of your claim.
After the carrier confirms the loss, you can choose between:
A package may be returned when:
A new shipment can be arranged at your expense.
If you do not wish to reship, a credit note corresponding to the amount of the items may be issued after receipt and inspection of the package. Return costs attributable to the customer may be deducted, in compliance with applicable regulations.
For orders delivered to the European Union, the United Kingdom or Norway, you have 14 calendar days from receipt of your order to inform us that you wish to return one or more items.
After notifying us of your decision, you have a further 14 days to send your return. For other destinations, please refer to our Return and Refund Policy for the applicable return conditions.
Contact our customer service at contact@lounelle.com or use the contact form on the website.
Please include:
Our team will send you the return instructions and the return address that applies to your destination. Do not send your return until customer service has confirmed the address.
We recommend that you always declare your return before shipping so that it can be identified and processed correctly.
A package sent without an order number or sufficient information may result in processing delays.
The return address depends on your destination.
Customer service will provide the applicable return address after your request has been registered.
Do not send your return to the address shown on the original package.
Return shipping costs are the responsibility of the customer in the case of a voluntary return or a change of mind.
We recommend using tracked shipping and keeping your proof of postage until the return is fully processed.
Returns are covered by Lounelle Paris when an item is defective, incorrect, damaged, or not as described.
No. Each order must be returned in a separate package.
This ensures proper identification of items and avoids errors or delays in refunds.
The item must be returned:
Yes. You can try on an item of clothing just as you would in a store.
However, it must not have been worn for an extended period, washed, soiled, stained, perfumed, or damaged.
An item that does not comply with the return conditions may be refused.
We may refuse an item that has been worn, washed, stained, damaged, has no tag, or has an odor.
If applicable, Customer Service will contact you to inform you of the decision made.
Yes. A sale item or an item purchased with a promotional code can be returned within the same timeframe and under the same conditions as other items.
Refunds are calculated based on the actual amount paid for the item.
The original packaging must be kept and included with the return where possible.
Contact our customer service before shipping if the packaging has been lost or damaged.
Yes. Keep your proof of postage and tracking number until your refund or credit note is confirmed.
Lounelle Paris will not be able to process a package that has not reached them without proof of shipment to open an investigation.
Eligible size exchanges may be available for orders delivered in mainland France and, where this service is offered, in the United States and other international markets. Contact customer service to confirm eligibility for your destination.
Where available for the destination, free exchanges are limited to:
The returned item must meet all return conditions.
For eligible free size exchanges, Lounelle Paris provides a return label and also covers the shipping of the new item.
No. Free exchange only applies to a size change for the same model and color.
To choose a different model or color, you must return the item and place a new order.
If the requested size is no longer available, you can choose between:
No. Free exchanges are not automatic and depend on the destination and the applicable return policy.
Please contact customer service to confirm whether the free exchange service is available for your address.
Once your return has been received and checked, refunds are generally processed within 3 to 5 business days.
An additional banking delay may then be required before the amount appears in your account.
Refunds are processed using the same payment method used for the order.
It is not possible to issue a refund to a different card or bank account.
If you return your entire order as part of your right of withdrawal, the standard delivery costs initially paid will be refunded in accordance with applicable regulations.
In the event of a partial return, the initial delivery costs will not be refunded.
If the entire order is returned, the refund of delivery charges is limited to the cost of standard delivery.
The extra amount paid for express delivery is not refunded.
After receiving the refund confirmation email, a bank processing time may be required.
Please check with your bank. If the refund is still not found, please contact our customer service with your order number.
Yes. You can choose enhanced store credit equal to 100% and up to 110% of the value of the returned items.
For example, for a returned item with a value of $50, you will receive up to $55 in store credit.
The credit note:
The credit note is calculated on the value of the returned items and does not include any delivery charges.
No. Once issued, it cannot be converted to a monetary refund.
Contact us as soon as possible, ideally within 7 days of receipt, at contact@lounelle.com.
This recommendation does not limit your rights under applicable legal warranties.
Contact our customer service with your order number and information about the item received.
Do not make any returns before receiving our instructions.
Carefully check the contents of the package and all packaging.
If an item is missing, contact us with your order number and photos of the package received.
To process your request quickly, we may ask you for:
Yes. If the item is defective, incorrect, damaged, incomplete, or non-compliant, all necessary return costs are covered by Lounelle Paris.
We will prioritize the replacement of the item.
If replacement is impossible, unavailable, or disproportionate, a refund may be issued.
Lounelle Paris collections are generally available from XS to XXL.
Available sizes may vary depending on the model.
Our size labels are based on French sizing references.
Use your measurements, the size guide, and the item-specific fit notes to find the closest equivalent for your destination.
Refer to the size guide and the information on the product page.
Each product page may include:
Please refer to the sizing information on the product page.
For a fitted cut, you can choose one size up if you want more room. For a loose fit, your usual size should generally be suitable.
No. Measurements and cuts may vary depending on the model, material, and style of the garment.
Always refer to the information on the relevant product page.
Yes. The model's height and measurements, as well as the size worn, are indicated on the product pages when this information is available.
We do our best to display colors as accurately as possible.
However, slight differences may appear depending on the brightness, settings, resolution or type of screen used.
The composition is indicated on the product page and on the garment label.
Care instructions are specified on the product page and on the garment label.
We recommend following them to preserve the fit, color, and quality of the item.
Slight variations in cut, texture, or finish may exist depending on the materials and production runs, without affecting the overall quality of the product.
You can contact our customer service:
Our customer service is available Monday to Friday, excluding holidays, from 9 AM to 6 PM.
We generally respond within 24 to 48 business hours.
During peak periods, an additional delay may occasionally be necessary.
To facilitate the processing of your request, please include the following information in your first message:
There is no need to send multiple messages for the same request, as this may slow down its processing.
To protect your personal data and ensure better follow-up, inquiries regarding an order must be sent by email or via our contact form.
Never share your banking information or personal documents in a public comment.
