Delivery
Delivery is made from our warehouse in France .
The delivery time varies according to the country of destination:
- Standard Delivery: 1 - 3 weeks
- Fast Delivery: 3 - 7 days
- Express delivery: 1 - 3 days
Our tents are shipped from our warehouse in Asia or France by Fedex, TNT or UPS.
The delivery time in fast delivery is 15 - 30 days and in express delivery 3 - 14 days.
Orders are shipped to the delivery address indicated at the time of the order. Any change of address must be reported to customer service by email (contact@samandlouloute.com) no more than 2 hours after the order. After this period, neither La Poste nor SAM AND LOULOUTE can be held responsible for non-delivery due to an incorrect or incomplete delivery address. In this case no refund and redelivery are possible.
In case of absence during the delivery, the parcel is deposited in your mailbox or at the parcel relay.
If, however, the package arrives damaged, a defect is to be reported, or its non-receipt within the time indicated, SAM AND LOULOUTE invites you to report this problem by email contact@samandlouloute.com within 14 days. An investigation is conducted by SAM AND LOULOUTE with the carrier and may take several days. During this period, no refund or return can be made. Once the results are known, if the fault is related to the carrier or the manufacturer, the order is replaced or refunded.
In the event that you refuse the package, following a change of mind, the shipping costs and the return costs will be deducted from your refund even if the initial shipping costs were offered as well as 25% management costs / restocking of the total amount of the order.
Customs fees
Please note that we are not responsible for customs fees applicable to standard international packages. All applicable duties, tariffs and customs fees are the responsibility of the customer.
In case of refusal, SAM AND LOULOUTE will invoice you for all shipping costs related to shipping (even if the initial shipping costs were free) and the return of the package as well as 25% management / restocking costs of the total amount of the command. For tents you will be charged €300 for standard delivery and €400 for expedited delivery plus a 25% handling/restocking fee of the total order amount.
Return and Refund
In accordance with article L.121-21-8.3° of the French Consumer Code, the buyer has 14 days from the date of receipt to return his order.
Items must be returned in their original packaging, with their label and any accessories, in perfect condition for resale. Incomplete, damaged or visibly used items cannot be returned.
Customizable jewelry as well as limited editions and custom-made items cannot be exchanged or refunded .
Regarding the return of tents, costs related to delivery to the customer when ordering will be deducted from the refund. €150 for standard delivery and €200 for expedited delivery.
Return costs are your responsibility as well as customs fees if applicable.
Upon receipt of the return of your order, you will receive a notification email. SAM AND LOULOUTE undertakes to reimburse you according to the method of payment used within 14 days . All returns received after this time will be refused and you will have to pay the delivery costs for the return of the package.
Our offices in Vincennes are open Monday to Friday to receive packages.
In order to know the steps to follow for the return of your order here.