📦 ORDERS AND PAYMENT
Once your order is placed, it is immediately processed by our logistics team.
At this point, it is unfortunately no longer possible to cancel it.
Changes may be possible within 2 hours of confirming your order.
Please contact us as soon as possible at contact@samandlouloute.com.
Yes, on request.
Simply send us an email to contact@samandlouloute.com and we will send it to you.
No, only one promo code can be applied per order.
Unfortunately, once payment has been made, we cannot apply a promo code retroactively.
Yes, we offer gift cards valid for 1 year.
They are not refundable.
No, we do not offer this service at this time.
Our size guide is available here:
We accept the following payment methods:
– Bank card (Visa, Mastercard, American Express)
– Apple Pay
– Google Pay
Note: PayPal is not available.
We usually respond within 24 to 48 business hours.
If you haven't received anything, check your Spam or Promotions folders, or resend us an email.
🚚 SHIPPING, DELIVERY AND ORDER RECEIPT
Yes, we ship to most countries around the world.
However, we do not currently deliver to Ukraine and Russia.
Contact our customer service at contact@samandlouloute.com to check if delivery is possible to your country.
Most orders are shipped from our warehouse in France via UPS, DHL or La Poste.
Some bulky items (like tents) can be shipped from our warehouse in Asia via FedEx, TNT or UPS.
– Standard delivery: 1 to 3 weeks depending on the country
– Express delivery: 1 to 7 working day
You can track your order via this link:
Shipping costs vary by destination and are calculated at checkout.
Delivery is free for all orders over €200.
No, we do not deliver to PO boxes or relay points.
Please provide a complete physical address.
We do not offer scheduled delivery.
However, you can contact the carrier after shipment to make an arrangement.
Once the package has been entrusted to the carrier, cancellation is no longer possible.
However, our team may open an investigation to resolve the issue.
Please write to contact@samandlouloute.com .
Yes, you can refuse the package.
However, the following fees will be deducted from your refund:
– Outbound shipping costs (even if they were offered)
– Return costs
– Any customs duties or taxes (outside the EU)
– An administrative fee of 25% of the total order amount
Yes, a return is possible.
Contact our customer service at contact@samandlouloute.com.
First, check with your neighbors, babysitter, or people around your home.
If you cannot find the package, contact the carrier immediately for delivery details, then inform our customer service at contact@samandlouloute.com with your order number.
Taxes and customs duties are applied by the authorities in your country.
They are not covered by us and must be paid to the carrier to receive your package.
Your order may have been shipped in multiple packages.
In this case, an explanatory note is included in your package.
Please allow a few additional days for receipt of the second package.
If in doubt, contact us at contact@samandlouloute.com .
If you received the wrong item, please send a photo of the product received to contact@samandlouloute.com .
Our team will check and provide you with a quick solution.
If the size received does not correspond to the one ordered, please send us a photo of the item with the size label visible to contact@samandlouloute.com .
We will resolve the issue as soon as possible.
If the tracking has not been updated for some time, contact us at contact@samandlouloute.com .
We will investigate and get back to you shortly.
🔁 RETURNS AND EXCHANGES
You will find the complete procedure here:
We do not offer direct exchanges.
You can return the item and place a new order.
Yes, sale items can be returned and refunded under the same conditions as regular priced items.
We highly recommend a private carrier with tracking (DHL, TNT, UPS).
We do not recommend using traditional postal services, as packages are often left at the post office instead of being delivered to our address.
Yes, return shipping costs are your responsibility.
This includes possible customs duties or VAT if the return is from a country outside the EU.
A return may be refused if:
– The return deadline has passed
– Items have been worn, washed or damaged
– The labels have been removed
No, we cannot collect packages from relay points for internal logistical reasons.
Please contact your carrier to arrange redelivery to our address.
No, returns are only accepted within 14 days of delivery.
Once your return has been received and validated, the refund will be made within 14 days.
Please provide us with your return tracking number so we can verify receipt and keep you informed.