Refund policy

RETURNS & REFUNDS POLICY

1. Order Confirmation

Upon receipt of your order, you will receive an order acknowledgment within 24 hours confirming that your order has been successfully received. This acknowledgment does not constitute shipment or confirmation of delivery timelines.

2. Production & Shipping

2.1 Processing Time

  • Orders are processed and prepared for shipment within 1–5 business days from receipt of full payment, unless otherwise stated.

  • Processing time may vary depending on item type, customization, and order volume.

  • During vacations, holidays, or special closures, production and dispatch may be temporarily suspended. Orders will resume on the first available business day following the suspension.

2.2 Shipping Address

  • Orders will be shipped only to the address provided at checkout.

  • Buyers are fully responsible for providing accurate and complete shipping information.

  • If an item is returned due to an incorrect address, unclaimed package, or refusal of delivery, the buyer must cover all original and return shipping costs.

2.3 Third-Party Carriers

  • INÊS LAMY uses third-party carriers for delivery. Risk transfers to the buyer upon handover to the carrier.

  • INÊS LAMY is not responsible for delays, loss, theft, or damage caused during transit.

  • For assistance with a shipped order, please contact your carrier with the tracking number provided.

  • Low-value items, such as stickers, may be shipped without tracking, and buyers accept the associated risk.

3. Shipping Costs

  • Shipping costs displayed at checkout include shipping, handling, and packaging fees.

  • Customs duties, import taxes, and other government-imposed fees are solely the responsibility of the buyer and are not included in shipping fees.

4. Shipping Times

Region Estimated Delivery (Business Days)
Canada 6–30
North America 6–30
Europe 3–15
Australia, New Zealand & Oceania 10–30
Asia Pacific 6–30

Notes:

  • Delivery estimates are not guaranteed.

  • Domestic deliveries may take up to 2 weeks; international deliveries may take 4–6 weeks.

  • Holidays, peak seasons, and local postal conditions may extend delivery times.

  • Priority shipping upgrades may reduce delivery time, but no guarantee can be given.

5. Customs & Import Fees

  • All customs duties, import taxes, tariffs, and processing fees are buyer responsibilities.

  • If an order is returned due to non-payment of customs fees:

    • Refund of the item price may be issued only for non-customized items, minus shipping costs and a 5% restocking fee.

    • Shipping and customs fees are non-refundable.

6. Cancellations

  • Orders may be cancelled within 12–24 hours after purchase if not yet processed or shipped.

  • Orders ready to ship the same day must be cancelled within 12 hours.

  • Made-to-order, custom, or personalized items cannot be cancelled once production begins.

7. Returns & Refunds

7.1 Non-Returnable Items

The following are strictly non-returnable and non-refundable:

  • Made-to-order, customized, or personalized items

  • Perishable items or items with health/safety implications (e.g., piercings, earrings contacting skin)

  • Items where download, digital content, or unsealing has begun

Exceptions may be considered case-by-case at the discretion of INÊS LAMY.

7.2 Eligible Returns

  • Damaged, defective, or incorrectly shipped items may be returned with clear photographic evidence within 48 hours of receipt.

  • INÊS LAMY may replace, repair, or refund the item at its discretion.

  • Shipping costs and customs fees are not refundable, except when the Brand is fully at fault for shipping the wrong item.

7.3 Return Process

  1. Contact info@ineslamy.com with order number and reason for return.

  2. Obtain a return authorization and instructions.

  3. Ship the item in its original condition and packaging.

Refunds will be issued within 14 business days after receipt and inspection of the returned item.

7.4 Restocking & Fees

  • Refunds for eligible returns may incur a 5% restocking fee.

  • Shipping costs are non-refundable unless the return is due to an error by INÊS LAMY.

8. Right of Withdrawal

Under EU and international e-commerce laws:

  • Buyers generally have a 14-day cooling-off period to cancel a distance contract (online, phone, or off-premises sale).

  • This period starts from date of delivery for goods and contract agreement for services.

  • The cooling-off period does not apply to:

    • Made-to-order, custom, or personalized items

    • Perishable goods

    • Unsealed digital content

    • Tickets, hotel bookings, or reserved services

    • Urgent repairs or maintenance

    • Goods with health/sanitary implications

9. Liability Limitations

  • INÊS LAMY’s liability is strictly limited to the value of the item purchased, excluding shipping, customs, taxes, and handling fees.

  • The Brand cannot be held liable for indirect, incidental, or consequential damages arising from shipping delays, customs processing, or buyer error.

10. Sustainability & Responsible Shopping

  • Buyers are encouraged to purchase consciously.

  • All orders are produced in limited series and made-to-order to reduce waste and environmental impact.