Refund policy

Last updated: August 2026

We want you to be genuinely happy with what you order. If something isn't right, here's how we sort it out.

Return Window

You have 30 days from delivery to return an item — well beyond the legal minimum, so there's no rush to decide.

What We Need Back

For us to accept a return, the item should be:

• Unused
• In its original condition
• Sent back with tags and original packaging

We don't charge restocking fees.

Starting a Return

Email support@francoisloustau.com with your order number and what you'd like to return. We'll get back to you with a return address and any other steps.

Who Pays for Return Shipping

If the item is faulty, damaged on arrival, or not what you ordered, the return shipping cost is on us. If you're simply returning something because it wasn't the right fit or you changed your mind, that cost falls to you — we'd recommend using a service with tracking.

Swapping for Something Else

Want a different size or colour instead of a refund? Mention it when you email us and we'll try to get the swap organised once we've received the original item.

Getting Your Money Back

Refunds go out within 7 business days of us receiving and checking the returned item. Your bank may take a little longer to actually show it in your account.

If Something Arrived Wrong

Faulty, damaged, or incorrect item? Email us within 30 days with a couple of photos and we'll sort a refund, replacement, or exchange — return postage included, as this falls under your consumer rights, not the standard return terms above.

Legal Minimum

This policy goes further than what's required, but by law you're also entitled to a 14-day cooling-off period under the EU Consumer Rights Regulations, regardless of anything above.

Questions at any stage? Email support@francoisloustau.com.