Returns and Refunds Policy
At Cheval Drapeau, we understand that ordering online without seeing the items in person can be difficult.
We want you to be happy with your choice and have done our best to provide you with the most detailed product images and descriptions.
Use of the Cheval Drapeau website implies your understanding and compliance with our procedures and policies.
We invite you to carefully research the desired products before proceeding with the purchase.
If you need to return or exchange your order for any reason, we're here to help!
We have a 30 day returns policy, which means you have 30 days after receiving the item to request a return or free exchange.
You can return the product in exchange for a gift card, another product or a direct refund using the original payment method.
In order to be able to make a return, the item must be in the same condition in which it was received, unworn and unused. Receipt or proof of purchase is also required.
To initiate a return procedure, you can contact us at ordini@chevaldrapeau.com . Tell us the items you wish to return and remember to attach your order receipt.
If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items returned without first requesting the return will not be accepted.
Please send the package safely and with the necessary guarantees so that the returned items arrive in perfect condition.
Shipping costs are charged to the customer and will be deducted from the refund.
Shipping costs are refunded only in the following cases:
- Shipment of an incorrect product.
- Shipping a damaged product.
- The courier damages the product during shipping.
If we send a product back in these cases, we will not add any other shipping costs.
If you have any questions about returns, you can always contact us at info@chevaldrapeau.com .
Damages and Problems
Please check your order upon receipt and contact us immediately if the item is faulty, damaged or if you have received the wrong item, so that we can evaluate the problem and resolve it.
Exceptions / Non-Returnable Items
Some types of items cannot be returned, such as custom-made products or personalized items. Contact us if you have any questions or concerns about a specific item.
Unfortunately we cannot accept returns for sale items or gift cards.
Gift Cards
We will notify you once your return has been received and inspected and notify you whether or not the refund has been approved.
If approved, you will receive a gift card for the order value plus 10%.
(Example: the order amount was 50.00 euros. You will receive a gift card of 55.00 euros).
Changes/Substitutions
The quickest way to ensure you get what you want is to return the item you have, and once your return is accepted, make a separate purchase for the new item.
Refunds
Once your return has been received and inspected, we will inform you whether or not the refund has been approved.
If approved, the refund will be made automatically using the original payment method.
Please note that it may take some time for your bank or credit card company to process and post your refund. The credit card refund will appear on your statement in the next billing cycle or, in the case of online banking, should appear on your account within 10 business days.