PREAMBLE
The following provisions establish the general terms and conditions of sale of the products offered by the company SAM AND LOULOUTE, on its website www.samandlouloute.com.
SAM AND LOULOUTE is a PRIVATE LIMITED COMPANY whose registered office is located at 71-75 Shelton Street, London WC2H 9JQ, United Kingdom and registered with the Cardiff Companies Register under number 1 1 0 1 9 5 1 8. Email: contact@samandlouloute.com.
Our addresses :
FR: 112 Avenue de Paris, 94300 Vincennes
UK: 71-75 Shelton Street, London WC2H 9JQ
Article 1 – Application
These general terms and conditions of sale are intended to govern the contractual relationship between www.samandlouloute.com, hereinafter referred to as SAM AND LOULOUTE, and any person making a purchase through the website www.samandlouloute.com, hereinafter referred to as the buyer.
By becoming a member and/or customer, membership in SAM AND LOULOUTE implies full and unreserved acceptance of all the general terms and conditions of sale by ticking the box provided for this purpose.
Conversely, SAM AND LOULOUTE undertakes to respect the obligations incumbent upon it within the framework of these terms of sale.
SAM AND LOULOUTE reserves the right to modify its general terms and conditions of sale at any time. In this case, the applicable terms and conditions will be those in effect on the date the order was placed by the buyer.
Article 2 – Registration
Registration is not required to access all products for sale on the website, except during special offers. Membership is only granted after identification.
SAM AND LOULOUTE reserves the right to accept or refuse a member or to review access rights at any time.
The new member receives a confirmation email, at the email address previously entered in the form, which validates their registration with SAM AND LOULOUTE.
The member then has a personal account on which they can make purchases.
The member assumes full responsibility for the use and safekeeping of their password.
In case of loss, theft or disclosure of your password to a third party, the member is asked to reset their password.
Upon registration, members can consent to receive sales invitations, newsletters, and offers from our partners via email. They can withdraw this consent at any time.
Article 3 – Products
SAM AND LOULOUTE provides a complete description of available products through features and photographs.
The characteristics appearing on the product description sheets offered by SAM AND LOULOUTE are established from data provided by the suppliers.
SAM AND LOULOUTE is committed to providing the most accurate photos possible.
In the spirit of improving the website, SAM AND LOULOUTE encourages members to report any erroneous information that may appear on a product page.
Personalized products cannot be returned or refunded.
The products offered for sale are sold for an indefinite period by SAM AND LOULOUTE and within the limits of available stocks.
Article 4 – Price
The prices displayed on SAM AND LOULOUTE are indicated in euros and include all taxes.
Product prices do not include shipping costs, except for special offers.
Shipping costs vary depending on the destination country. The shipping cost is displayed at checkout and is subject to the buyer's acceptance. If shipping is marked as free, the product will not be subject to shipping charges.
SAM AND LOULOUTE reserves the right to modify its prices at any time, it being understood however that the products will be invoiced on the basis of the rates in effect at the time the order is registered.
Article 5 – Ordering Procedures
Orders can only be placed on www.samandlouloute.com.
Every buyer declares and warrants that they have the legal capacity to order from SAM AND LOULOUTE.
The buyer certifies, on the date of the order, that they are at least 18 years old or have legal authorization to make a purchase on SAM AND LOULOUTE.
The buyer also guarantees that he is fully authorized to use the bank card provided for the transaction and that it is not a card being used fraudulently, and then undertakes that it is sufficiently funded to cover the purchases made.
Any purchase made on www.samandlouloute.com will be deemed to have been made by the account holder. All data recorded by SAM AND LOULOUTE constitutes proof of transactions made by the buyer on www.samandlouloute.com.
The order is considered valid once payment has been made and confirmation has been sent by email from SAM AND LOULOUTE. This confirmation email constitutes the formation of the contract between the buyer and SAM AND LOULOUTE.
SAM AND LOULOUTE then sends an email confirming the order, subject to full payment, and then a second email is sent to the member when the products are shipped.
Once your order is confirmed, it is immediately sent to our logistics center for processing. For this reason, it is generally not possible to cancel it before shipment. However, this does not in any way limit your legal right of withdrawal of 14 days from the date of receipt of the package, except for personalized products or products made to your specifications.
Article 6 – Payment Terms
Payment for the order is made by credit card via our secure payment provider Stripe.
The order confirmed by SAM AND LOULOUTE will only be effective upon agreement from the banking payment centers, subject to the suspensive condition of product availability.
If the bank refuses the payment, the order will be automatically suspended. SAM AND LOULOUTE will inform the buyer by phone or email and will issue a refund without undue delay, at the latest within the legal timeframe of 14 days.
Furthermore, SAM AND LOULOUTE reserves the right to refuse any order from a buyer with whom an unresolved dispute is ongoing.
Article 7 – Payment Security
SAM AND LOULOUTE uses the SSL (Secure Socket Layer) security system, which consists of effectively encrypting all banking information using software.
No third party has access to confidential payment information.
Therefore, the bank details of the member wishing to make purchases by bank card will be required for each new order.
In any event, and following a payment on www.samandlouloute.com, SAM AND LOULOUTE does not store or collect its customers' confidential banking information. Credit/debit card numbers are never stored.
Only the partner bank retains the card number and expiry date.
Furthermore, the bank is the only bank to possess the most effective fraud control, alert and blocking modules on the market, thus protecting all confidential data related to the means of payment.
Article 8 – Product Unavailability
Despite all precautions taken, a product ordered and purchased may be unavailable.
In the event that a product ordered becomes unavailable before the end of its shipment, SAM AND LOULOUTE will inform the buyer by email, within a maximum of one week, of the time frame within which this product could be delivered.
In the event of permanent unavailability, SAM AND LOULOUTE undertakes to offer you an exchange, a credit note or a full refund of the product, by automatic transfer to the account with which the buyer paid for their order, as soon as possible, and at the latest within 14 days from the cancellation of the contract in accordance with British regulations.
An email will be sent to the buyer to inform them that their card has been credited and that their purchase has now been refunded.
Article 9 – Delivery Terms
Delivery is mainly carried out from our warehouse in France. Our tents are shipped from our workshop in Asia via FedEx, TNT or UPS.
It is possible that you may receive your order in 2 packages if an item is not immediately available.
Delivery time varies depending on the destination country and the type of shipment chosen: between 1 and 3 weeks for standard delivery, between 3 and 7 days for fast delivery, and between 1 and 3 days for express delivery.
For tents, the delivery times are longer: between 15 and 30 days for fast delivery, and between 3 and 14 days for express delivery.
Delivery is made by the Local Post Office or a private carrier.
Orders are shipped to the delivery address indicated at the time of ordering.
Any change of address must be reported to customer service by email (contact@samandlouloute.com) within 2 hours of placing the order. After this time, neither the post office nor SAM AND LOULOUTE can be held responsible for non-delivery due to an incorrect or incomplete delivery address.
If you are not home at the time of delivery, the package will be left in your mailbox or at the parcel collection point.
If a package is returned to our warehouse due to an incorrect address or failure to collect it within the specified timeframe, a fee will be charged. This fee includes: round-trip shipping costs, any applicable customs duties, and a processing fee equivalent to 25% of the order amount to cover administrative and restocking costs. For tents, the same conditions apply, with the addition of specific charges: €300 for standard delivery and €400 for express delivery.
In the event of refusal of the package or non-payment of customs fees without valid justification, no refund will be granted. The customer remains responsible for any costs incurred.
In the event of various cases of force majeure recognized by British case law, delivery times may be extended.
If, however, the package arrives damaged, incomplete, defective, or is not received within the stated timeframe, SAM AND LOULOUTE asks you to report the problem by email to contact@samandlouloute.com within 14 days. SAM AND LOULOUTE will conduct an investigation with the carrier, which may take several days. During this period, no refunds or replacements will be issued. Once the results are known, if the fault lies with the carrier or the manufacturer, the order will be replaced or refunded.
In all cases, shipping costs paid by the customer cannot be refunded by SAM AND LOULOUTE.
Upon receipt of your order, we strongly recommend that the buyer check the conformity of the delivered products.
Customs fees
Please note that SAM AND LOULOUTE is not responsible for any customs fees applicable to standard international packages. All applicable duties, tariffs, and customs fees are the responsibility of the customer.
Article 10 – Right of withdrawal, Returns and Refunds
10.1 Right of withdrawal
In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the consumer has a period of 14 days from receipt of the order to exercise their right of withdrawal.
This right can be exercised without giving a reason, but at your expense, and does not apply to personalized products or products made to your specifications.
To notify us of your withdrawal, you can use this form: Withdrawal Form or send a clear email to: contact@samandlouloute.com.
10.2 Return of items
The product(s) must be returned within 14 days of the order receipt date. After this period, the return will be refused, and if a return is accepted exceptionally, a €15 administrative fee and the return shipping costs will be charged to the customer.
Items must be in their original packaging (opened but undamaged), unworn, unwashed and accompanied by proof of purchase.
The complete return procedure can be found here: https://samandlouloute.com/pages/retours .
Return shipping costs are the responsibility of the customer.
10.3 Reimbursement
If the above conditions are met, the refund will be issued within 14 days of the actual receipt of the returned items.
The refund will only cover the price paid for the items, excluding the initial delivery charges.
As an exception, for bulky items such as tents, the initial delivery costs will be deducted from the refund: €150 for standard delivery and €200 for express delivery.
Article 11 – Warranty and Liability
All our products are covered by the legal guarantees provided by British law, provided they have been used in accordance with their normal purpose and the care instructions provided.
Legal guarantee of conformity
In accordance with the Consumer Rights Act 2015, the seller is required to provide goods that conform to the sales contract. Products must correspond to the description given at the time of purchase, be of satisfactory quality, and be fit for the purpose for which they were supplied.
If an item has a manufacturing defect, is non-compliant, or does not match its description, the customer has the following rights under British law:
The customer may, within a reasonable time after receipt — set at 30 days for baby and young children's clothing — request a full refund, a replacement or a credit note.
Beyond this period, the items are considered to have been worn and used, and can no longer be exchanged or refunded, except in the case of a proven manufacturing defect.
To exercise these rights, the buyer must contact customer service at: contact@samandlouloute.com. A return or exchange procedure will then be provided.
Limitations and exclusions
These warranties do not cover damage resulting from misuse, improper maintenance, or normal wear and tear. Personalized, altered, or washed items are not eligible for a refund.
Responsibility
SAM AND LOULOUTE shall not be held liable for any indirect damages, loss of income, or consequential damages arising from the use of a product. In any event, SAM AND LOULOUTE's liability is limited to the amount of the product ordered.
The photographs and product descriptions displayed on the website are for illustrative purposes only. While SAM AND LOULOUTE strives to ensure their accuracy, slight variations may occur without constituting a defect in conformity.
No additional compensation may be claimed beyond the repairs, replacements or refunds provided for by the Consumer Rights Act 2015.
Article 12 – Intellectual Property
All elements of the website www.samandlouloute.com (texts, images, logos, videos, graphic elements, etc.) are protected by copyright under applicable British law, including the Copyright, Designs and Patents Act 1988.
They are the exclusive property of SAM AND LOULOUTE or its duly authorized partners.
Therefore, any reproduction, representation, modification, distribution or exploitation, in whole or in part, of the site's content, by any means whatsoever, without prior written authorization from SAM AND LOULOUTE, is strictly prohibited and constitutes a violation of intellectual property rights.
The use of hyperlinks pointing to any content on the site, including through framing or deep linking techniques, is also prohibited without prior authorization.
Any attempt to copy or commercially exploit the concept, visuals, content or sales model of SAM AND LOULOUTE may result in legal action for parasitism or counterfeiting.
Article 13 – Personal Data and Confidentiality
SAM AND LOULOUTE is committed to protecting the privacy of its customers and processing their personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
All information collected on the website www.samandlouloute.com is strictly confidential. It is used exclusively for order management, customer service, and business relations.
SAM AND LOULOUTE undertakes not to sell, rent or transmit the personal data of its customers to third parties, except where legally required or with the express agreement of the customer.
In accordance with current legislation, each user has the right to access, rectify, erase, limit processing, port their data, and object for legitimate reasons.
These rights can be exercised by contacting our customer service at: contact@samandlouloute.com.
SAM AND LOULOUTE undertakes to respond to any request within a maximum period of 30 days and to immediately delete the data of any customer who requests it, unless there is a legal obligation to retain it.
This website uses cookies to improve user experience and personalize content. Users can configure their browser to refuse cookies at any time. However, this may limit certain website functionalities.
Article 14 – Applicable Law, Jurisdiction, Mediation
SAM AND LOULOUTE and the buyer are subject to British law.
In accordance with the regulations applicable to distance selling contracts, any dispute relating to an order placed on our site will fall exclusively under the jurisdiction of the United Kingdom.
In the event of an unresolved disagreement following a complaint, the buyer may resort free of charge to an alternative dispute resolution method (mediation, arbitration, conciliation) with an approved service in the United Kingdom.
The list of ADR-certified bodies is available on the official website: https://www.tradingstandards.uk