Shipping Policy

Last updated: August 24, 2026

This Shipping Policy describes the preparation, dispatch and delivery terms applicable to orders placed on the Lounelle Paris website.

1. Shipping areas and currencies

Lounelle Paris currently offers delivery to the destinations and areas listed below. The exact availability of a destination, delivery method and rate is confirmed when the order is placed.

Amounts are shown in the currency applicable to the relevant market. Dollar symbols are identified to distinguish Australian, Canadian, New Zealand and US dollars.

Germany — euros (EUR)

Australia — Australian dollars (AUD)

Australian rates depend on the destination area.

Mainland Australia — 5 states and territories out of 8

Northern Territory

Tasmania

Western Australia

Austria — euros (EUR)

Belgium — euros (EUR)

Canada — Canadian dollars (CAD)

Denmark — Danish kroner (DKK)

Spain — euros (EUR)

Delivery is currently available in 47 provinces out of 52, depending on the areas enabled at checkout.

France — euros (EUR)

Ireland — euros (EUR)

Italy — euros (EUR)

Norway — Norwegian kroner (NOK)

New Zealand — New Zealand dollars (NZD)

Netherlands — euros (EUR)

Portugal — euros (EUR)

Delivery is currently available in 18 regions out of 20, depending on the areas enabled at checkout.

United Kingdom — pounds sterling (GBP)

Delivery is currently available in 4 regions out of 5, depending on the areas enabled at checkout.

Sweden — Swedish kronor (SEK)

United States — US dollars (USD)

Delivery is currently available in 49 destination areas out of 62 configured areas, depending on the areas enabled at checkout.

2. Order processing

After payment has been confirmed, orders are generally prepared within 1 to 2 business days.

Orders are normally not prepared or dispatched on Saturdays, Sundays or public holidays.

During periods of high activity, including collection launches, promotional campaigns, sales or the holiday season, additional processing time may exceptionally be required.

3. Standard and express shipping

The applicable rates and delivery times are those shown for the destination country or area at checkout.

The times shown in the tables correspond to the estimated transit time after the order has been prepared. The total estimated delivery time includes order processing and transit.

For France, standard shipping is free with no minimum purchase. After processing, standard transit is generally estimated at 4 to 8 business days, for a total estimated delivery time of 5 to 10 business days.

For France, express shipping is offered at €5.90 when available. After processing, express transit is generally estimated at 2 to 5 business days, for a total estimated delivery time of 3 to 7 business days.

Express shipping is offered only when it is available for the relevant destination. Its availability and rate are displayed at checkout.

Because standard shipping is free with no minimum purchase, a partial return does not affect its free status. The conditions applicable to refunds and returns are set out in the Return and Refund Policy.

4. Estimated delivery times

Stated delivery times are expressed in business days and are estimates. They do not include Saturdays, Sundays or public holidays.

Delivery times may exceptionally be extended due to, in particular:

• high commercial activity;
• a carrier delay;
• a logistics, administrative or customs inspection;
• adverse weather conditions;
• a strike;
• an error or missing information in the delivery address;
• any other event beyond the control of Lounelle Paris.

Lounelle Paris will inform the Customer when a significant delay brought to its attention affects delivery of the order.

If Lounelle Paris cannot meet an announced delivery time, the Customer may be informed of a new time frame and, where required by applicable law, may accept the new time frame or request cancellation of the order and reimbursement of the amounts due.

5. Origin of shipments and import formalities

Lounelle Paris orders are currently prepared and dispatched from our partner logistics centre located in China.

Any import formalities are handled as part of the shipment process.

Depending on the destination country, taxes, customs duties, customs clearance fees or other import charges may be included in the amount paid when the order is placed or may be claimed separately by customs authorities or the carrier.

The information available at checkout indicates, where possible, the known charges applicable to the order.

If an amount is requested upon delivery, the Customer should verify its nature with the carrier or the relevant authorities and contact Lounelle Paris if additional information is required.

6. Carriers

Depending on the destination and the parcel's logistics route, final delivery may in particular be handled by:

• Colissimo;
• Colis Privé;
• DHL;
• DPD;
• UPS;
• or another local partner carrier.

The carrier is selected automatically according to the destination, the chosen delivery method and logistics constraints.

It is not possible to select the carrier directly.

7. Consolidation of items

All items belonging to the same order are normally grouped into a single parcel.

An order should therefore not be delivered in several shipments, except in an exceptional situation communicated to the Customer.

8. Dispatch confirmation and tracking

When the order is dispatched, a confirmation email is sent to the address provided at purchase.

This email contains, when available:

• the tracking number;
• a link to track the parcel;
• information about the carrier.

Some time may be required before the first information appears on the carrier's website.

A temporary lack of updates does not necessarily mean that the parcel is lost.

9. Accuracy of the delivery address

The Customer must check the accuracy and completeness of the information provided when placing the order, including:

• first and last name;
• street number and street name;
• postal code;
• city;
• country;
• telephone number;
• any additional address information.

Lounelle Paris cannot be held responsible for a delay or delivery failure caused by an incorrect, incomplete or inaccessible address, subject to any mandatory rights that apply.

10. Changing the delivery address

A request to change the delivery address may be sent to customer service within 2 hours of order confirmation.

The request must be sent to contact@lounelle.com, stating the order number and the complete new address.

Lounelle Paris will make every reasonable effort to make the change, but it cannot be guaranteed once processing or dispatch has begun.

11. Combining orders

Several orders may potentially be combined when they have not yet been prepared.

The Customer should contact customer service promptly and provide the relevant order numbers.

Combining orders depends on the stage of processing and can never be guaranteed.

12. Delivery delays

When the estimated delivery date has passed, the Customer is invited to:

1. check the parcel tracking;
2. review any information provided by the carrier;
3. contact Lounelle Paris at contact@lounelle.com.

Lounelle Paris may open an investigation with the carrier.

Depending on the length and circumstances of the delay, a goodwill gesture may potentially be offered. Such a gesture is not automatic.

13. Parcel marked as delivered but not received

When a parcel is marked as delivered but has not been received, the Customer should first check:

• the mailbox;
• safe places around the home;
• with members of the household;
• with neighbours;
• with the building manager or concierge;
• any instructions left by the carrier.

The Customer is invited to wait 24 hours after the “delivered” status appears, as some parcels may be scanned shortly before actual handover.

If the parcel remains missing after this period, the Customer must contact Lounelle Paris.

To enable an investigation to be opened, Lounelle Paris may request:

• a declaration of non-receipt;
• a copy of an identity document where reasonably necessary;
• confirmation of the delivery address;
• any information or document reasonably requested by the carrier.

These items will be used solely for processing the claim.

If the carrier confirms that the parcel has been lost, Lounelle Paris may offer, depending on item availability and applicable law:

• reshipment of the order;
• reimbursement of the relevant amounts.

No final refund or replacement may be issued before the investigation is completed when tracking indicates that the parcel was delivered.

No investigation or internal procedure may remove the Customer's mandatory rights where Lounelle Paris remains responsible for delivery.

14. Damaged parcel

If the parcel shows significant damage upon delivery, the Customer should, where possible:

• make precise reservations with the carrier;
• take photographs of the parcel before opening it;
• take photographs of the shipping label;
• check the condition of the items;
• contact Lounelle Paris promptly.

The Customer should not discard the packaging before the claim has been processed.

15. Pre-orders and items being sourced

Some items may be offered for pre-order or may require specific sourcing from our partners.

When an item is offered for pre-order, this information and, where possible, the estimated dispatch period are stated on the product page or when the order is placed.

The processing and delivery times applicable to pre-order items begin when they become available at our logistics centre.

When an order contains both immediately available items and pre-order or sourcing items, the whole order may be dispatched once all items are available in order to allow consolidated shipment.

This may therefore result in additional delay for dispatch of the entire order.

In the event of a significant delay affecting a pre-order item, Lounelle Paris will inform the Customer as soon as possible and provide a revised dispatch estimate where available.

The Customer retains all rights available under applicable law, including in the event that an announced delivery period is exceeded.

16. Unavailability or stock shortage after ordering

Despite the measures taken to ensure the availability of items shown on the Site, an item may exceptionally become unavailable or out of stock after the order has been confirmed.

This may result in particular from:

• a delay in inventory updates;
• high simultaneous demand for the same item;
• temporary unavailability from a supplier or logistics partner;
• an item received non-compliant or with a defect preventing dispatch;
• a sourcing delay beyond the control of Lounelle Paris.

When the item remains available but requires replenishment, its preparation and dispatch may be delayed. Lounelle Paris will inform the Customer when it becomes aware of a significant additional delay.

When the item becomes definitively unavailable, Lounelle Paris will inform the Customer as soon as possible.

The Customer may then choose, depending on the options offered and applicable law:

• a refund for the unavailable item;
• replacement by another item, with the Customer's express consent;
• or, where the unavailability materially affects the order, cancellation and reimbursement of the relevant order.

No replacement item will be imposed on the Customer without consent.

Any refund due will be made using the payment method used for the order, unless the Customer expressly agrees to another method of reimbursement.

17. Force majeure and exceptional circumstances

Lounelle Paris cannot be held liable for a delay or temporary inability to perform all or part of its obligations when this situation results from an event meeting the conditions of force majeure under applicable law.

The following may in particular constitute exceptional circumstances, where they are reasonably beyond the control of Lounelle Paris and actually prevent or delay performance of the order:

• a natural disaster;
• fire, flooding, storm or exceptional weather conditions;
• an epidemic or pandemic;
• war, riot, terrorist attack or major civil unrest;
• administrative, customs, port or airport closure;
• a major interruption to transport, telecommunications or energy networks;
• a general strike or a strike affecting transport or delivery services;
• a decision by a public authority;
• or any other unforeseeable, unavoidable and external event preventing normal performance of the order.

Lounelle Paris will inform the Customer as soon as possible when such an event materially affects preparation or delivery of the order.

Performance of the affected obligations may be suspended for the duration of the event and for the reasonable time required to resume operations.

Where the impediment becomes permanent or its duration justifies cancellation of the order under applicable law, any amounts due to the Customer will be reimbursed within the statutory time limits.

This clause does not limit any mandatory rights enjoyed by the Customer as a consumer.

18. Transfer of risk

When the Customer acts as a consumer, the risk of loss of or damage to the items transfers when the Customer, or a third party designated by the Customer other than the carrier proposed by Lounelle Paris, takes physical possession of the items, subject to applicable statutory provisions.

Until physical possession is taken, Lounelle Paris remains responsible for proper performance of delivery, subject to circumstances attributable to the Customer or applicable statutory provisions.

When the Customer independently selects a carrier that was not proposed by Lounelle Paris, risk transfers when the items are handed over to that carrier, in accordance with applicable law.

19. Parcel refused, not collected or returned to sender

The Customer is invited not to refuse a parcel solely because the packaging is slightly creased or shows superficial damage when the items inside can be inspected.

Where there is significant damage, an opened parcel or an obvious risk of damage to its contents, the Customer may refuse delivery or accept the parcel while making precise reservations with the carrier, then promptly contact Lounelle Paris.

Simply refusing a parcel or failing to collect it does not, by itself, constitute valid exercise of the right of withdrawal.

To exercise the right of withdrawal, the Customer must inform Lounelle Paris of the decision by means of a clear statement or the withdrawal form made available, under the conditions and within the time limits set out in the Return and Refund Policy and the Terms and Conditions of Sale.

When a parcel is refused without legitimate reason, is not collected within the applicable time limit, or is returned due to circumstances attributable to the Customer, the provisions applicable to parcels returned to sender may apply.

This provision does not deprive the Customer of the right of withdrawal or of rights relating to damaged, non-compliant, incorrect or delayed products.

A parcel may be returned to Lounelle Paris when:

• the address provided is incorrect or incomplete;
• the recipient is unknown at the stated address;
• the parcel was not collected within the applicable period;
• delivery was refused;
• the carrier could not access the address.

A new shipment may be arranged at the Customer's expense.

If the Customer does not want a new shipment, store credit corresponding to the value of the items may be issued after receipt and inspection of the parcel, where this solution is compatible with applicable law.

Return or handling costs directly attributable to an address error, failure to collect or unjustified refusal may be deducted from the store credit or amounts refunded, to the extent permitted by applicable law.

This rule does not apply where the parcel is returned as a result of an error by Lounelle Paris or the carrier.

Where delivery failure results from an error attributable to Lounelle Paris, all costs necessary to resolve the issue are fully covered by Lounelle Paris.

20. Contact

For any question relating to delivery, you can contact our customer service:

Email: contact@lounelle.com

Telephone: +33 6 11 27 40 05

Customer service is available Monday to Friday, excluding public holidays.

Requests are generally answered within 24 to 48 business hours.

To help us process the request, the Customer should include the order number in the first message.