Welcome to www.lessoeursshop.com. This Refund and Return Policy governs your purchases, returns, and refunds when ordering from Les Soeurs Shop GmbH. We are committed to ensuring clarity, fairness, and strict adherence to European consumer protection laws.
1. Company Information & Legal Jurisdiction
In accordance with European regulatory standards, our official corporate details are:
- Company Name: Les Soeurs Shop GmbH
- Brand Name: lessoeursshop
- Registered Address & Return Facility: Grolmanstraße 16, 10623 Berlin-Bezirk Charlottenburg-Wilmersdorf, Germany
- Email Contact: clothing@lessoeursshop.com
- Telephone: +49 3054844508
These policies are governed by and construed in accordance with the laws of Germany, without prejudice to mandatory consumer protection provisions under European Union law.
2. Shipping Execution & Transit Standards
We serve customers across Europe in partnership with major logistics providers, including DHL, FedEx, and UPS Priority services.
- Transit Timeframe: Standard delivery typically requires 5 to 9 business days from dispatch.
- Automated Tracking Updates: Throughout key milestones of your order’s journey—including dispatch, arrival at logistics sorting hubs, and local final-mile delivery—our system automatically transmits tracking notifications to the email address provided by you at checkout, keeping you informed at every step.
- Carrier Delays & Investigations: If your order exceeds the standard transport timeframe, we will formally initiate an investigation with the respective carrier. Depending on the verified findings of the investigation, we will determine appropriate remedial action, which may include a full refund or a replacement shipment.
3. Statutory Right of Withdrawal (14-Day Return Policy)
As our target market comprises consumers residing in Europe, all purchases are subject to the statutory European Right of Withdrawal.
- 14-Day Cooling-Off Period: You possess the legal right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire 14 days from the day on which you acquire, or a third party other than the carrier acquires, physical possession of the goods.
- Exercising Withdrawal: To exercise the right of withdrawal, you must inform us (Les Soeurs Shop GmbH, Grolmanstraße 16, 10623 Berlin-Bezirk Charlottenburg-Wilmersdorf, Germany, email: clothing@lessoeursshop.com) of your decision by means of an unequivocal statement via email before the withdrawal period has expired.
4. Return Address & Procedure
If you wish to return eligible items pursuant to your statutory withdrawal rights, European customers must ship the items back to our official return facility located in Germany:
- Return Address: Les Soeurs Shop GmbH, Grolmanstraße 16, 10623 Berlin-Bezirk Charlottenburg-Wilmersdorf, Germany
5. Defective, Flawed, or Damaged Items
If you receive an item that is flawed, defective, or damaged upon delivery, you may contact our customer support team via email at clothing@lessoeursshop.com within a reasonable timeframe, providing clear photographic evidence of the issue.
- Resolution Options: Upon verification of the evidence provided, we will process a full refund or arrange for a replacement item.
- Simplified Verification: To streamline resolution for our customers, physical return of defective or damaged items is generally not required; verification via clear photographic evidence submitted electronically is sufficient for processing your refund or replacement.
6. Payment Methods & Refund Processing
- Accepted Payment Methods: We support secure transactions through major credit and debit cards, including Visa, Mastercard, and American Express, as well as digital payment solutions and e-wallets such as Apple Pay and Google Pay.
- Refund Execution: Once a return is received and inspected at our German facility, or once a valid claim for a defective item is verified, your refund will be processed promptly. Refunds will be credited back through your original payment method.