Delivery

At SAM AND LOULOUTE, your orders are carefully prepared and shipped from our warehouse in France via UPS, DHL, or La Poste. Our tents are shipped from our workshop in Asia via FedEx, TNT, or UPS.

Delivery times vary depending on the method chosen: 1 to 3 weeks for standard delivery, 3 to 7 days for express delivery, and 1 to 3 days for express delivery. For tents, allow 15 to 30 days for standard delivery and 3 to 14 days for express delivery. In some cases, your order may arrive in multiple packages: you will then be notified and receive individual tracking for each one.

Your orders are delivered to the address indicated at the time of purchase. Any changes must be reported by email ( contact@samandlouloute.com ) within two hours of ordering. After this time, since the shipment is already being prepared, neither the carrier nor SAM AND LOULOUTE can be held responsible in the event of an incomplete or incorrect address.

In case of absence, the package is generally left in the customer's mailbox or at a parcel relay point.

If the package is returned to the sender due to an incorrect address, non-collection from a relay point, non-payment of customs fees, or refusal of delivery, SAM AND LOULOUTE will re-invoice the customer for the outward and return shipping costs, any customs fees, as well as a 25% handling and restocking fee. For tents, the same conditions apply, with the addition of specific fees: €300 for standard delivery and €400 for express delivery.

If your package arrives damaged, incomplete, or is not delivered on time, please contact our customer service within 14 days ( contact@samandlouloute.com ). An investigation will then be opened with the carrier; replacement or refund will be made once responsibility is confirmed.

Finally, in the exceptional case where a package is destroyed by the carrier or by the customs authorities, no refund or new shipment can be made.

Customs fees

For all shipments outside the European Union, as well as for tents sent from our workshop in Asia, customs fees may be requested by local authorities. These fees, set according to trade agreements between countries, remain your responsibility and must be paid directly to the carrier .

Return and Refund

In accordance with the Consumer Code, you have 14 days after receipt to exercise your right of withdrawal and return your order . After this period, the return will be refused and you will have to pay the return costs as well as a €15 administration fee.

Items must be returned in their original packaging, with tags and accessories, and in perfect condition. Incomplete, damaged, or visibly worn products cannot be returned . Personalized jewelry, limited editions, and custom-made items are not exchangeable or refundable.

Return shipping costs and any customs charges are your responsibility . Packages must be sent to our Vincennes office (open Monday to Friday, 9:00 a.m. to 1:00 p.m. and 2:00 p.m. to 5:00 p.m.). If the carrier delivers outside of these hours and drops the package off at a relay point, we will not be able to collect it: it will then be your responsibility to request redelivery from the carrier.

You are free to choose your carrier, but for added security, we recommend a tracked service such as DHL, UPS, or FedEx. However, we do not recommend using the Post Office, which is less reliable.

For tents, a fixed fee will be deducted from your refund: €150 for standard delivery and €200 for express delivery.

Once your return has been received and validated, you will receive a confirmation email. SAM AND LOULOUTE will then process your refund within 14 days, using the original payment method.

To find out the steps to follow to return your order, click here .