Refund policy

You have 14 days from receiving your order to let us know you wish to return it, without having to give a reason, in accordance with Articles L.221-18 et seq. of the French Consumer Code. You then have a further 14 days to send the items back to us.

How to make a return

Submit your request from your online account (under “My orders”) or by writing to us at eshop@empereur.fr, quoting your order number. Please contact us before sending anything back: it helps us identify your parcel and speeds up your refund.

Returns should be sent to:

Maison Empereur — Service Retours
3A rue de l'Académie
13001 Marseille, France

Return shipping costs are at your expense. We recommend a tracked service: items travel at your own risk until we receive them.

Items must be returned complete (accessories, instructions, packaging). You may of course have handled the product to examine it, just as you would in our shop; however, any loss of value resulting from handling beyond that (product used, assembled or opened) may lead to the return being refused or a deduction from the refund.

Refund

We will confirm by e-mail that we have received your return. The refund is issued no later than 14 days after we receive the items, to the payment method used for the order. It covers the price of the returned items and, if the full order is returned, the original delivery charges at the cheapest standard rate offered. How quickly the refund appears on your account then depends on your bank.

Exchange

Would you like to exchange an item (different size, model or colour)? Two options:

• The classic exchange: let us know at eshop@empereur.fr, telling us which item you would like — we will set it aside for you, and the exchange is dispatched as soon as your return arrives.
• The fastest way: simply place a new order for the item you want, and request a refund of the first order under the conditions above. You receive your new item without waiting for the return to be processed.

Damaged or faulty items, or picking errors

Please check your order on arrival. If an item is damaged, faulty or not what you ordered, let us know within 48 hours at eshop@empereur.fr, with photographs: we will put things right as quickly as possible, and the return costs are then ours. Reporting quickly helps us with carrier claims but does not affect your rights: you benefit in any event from the legal guarantees of conformity and against hidden defects, detailed in our Terms of sale.

Items that cannot be returned

In accordance with Article L.221-28 of the French Consumer Code, the right of withdrawal does not apply to: items made to your specifications or personalised (engraving, made-to-measure work); products liable to deteriorate or expire rapidly; products unsealed after delivery that cannot be returned for hygiene reasons (unsealed cosmetics, soaps and toiletries); items inseparably mixed with others after delivery.

A question?

Our customer service team is here to help at eshop@empereur.fr for any question about a return or an exchange.