Returns and Refund Policy
I truly want you to be happy with your Petit Loulou order. Each creation is designed and crafted with care in my workshop in Fléac (Charente, France). However, if something isn’t quite right, you have 14 days from the date you receive your order to request a return.
How to start a return
Please contact me at info@petitloulou.com or by post at:
EI Mathilde Fabry, Petit Loulou, BP32015, 16730 Fléac, France.
I’ll walk you through the return process. Return shipping costs are the responsibility of the buyer, unless the return is due to my mistake or a defect.
Return conditions
Items must be:
- unused,
- complete and in perfect condition,
- returned in their original (or equivalent) packaging.
Personalized items (for example, plushies embroidered with a name or custom designs) cannot be returned or refunded, in accordance with EU consumer law.
Digital products (PDF sewing patterns)
PDF sewing patterns and any digital content supplied on a non-tangible medium cannot be returned or refunded once the download has started or the download link has been issued with your explicit consent.
In line with EU Directive 2011/83 (transposed in France, Article L.221-28), by ticking the consent box before downloading, you waive your right of withdrawal for such content.
- If you experience a technical issue (expired link, corrupted file), please email info@petitloulou.com and I will provide a new download link.
- Exchanges are not available for digital content.
Refunds
Once I receive and inspect the item, I’ll issue a refund to your original payment method within 14 days. You’ll receive an email confirmation once the refund has been processed.
The refund includes the price of the returned products and the standard delivery cost of the order. In case of a partial return, delivery fees are not refunded. Additional costs related to premium shipping methods, customs duties, or import taxes outside the EU are not refundable.
For full details, please refer to Article 8 of the Terms of Service.