Return policy

NOTE: WE DO NOT OFFER FREE RETURNS, FEES APPLY. ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN CHINA AT THE CUSTOMER'S EXPENSE.

If you are not satisfied with your purchase, you may return it within 30 days from the delivery date for a full refund or exchange. Please contact us by email at info@louis-quebec.com to obtain the return address. Please note that you are responsible for all return shipping costs.

Return policy

  • All items must be returned in their original condition, unworn, unwashed or unaltered, with all tags still attached.
  • All items must be returned in the original packaging.
  • Returns must use the same service as the original delivery.
  • Returns must be sent to the return address indicated on the return form.
  • Personalized items cannot be returned.
  • Hygiene products, such as underwear, cannot be returned for safety and health reasons.

Guidelines for Return Packages

  • Please ensure your return package is clearly marked as a return (by checking the return box on the postal service form). The total value of the returned items must also be included.
  • A return package can contain a maximum of 3 items (or 2 if the items are bulky, such as winter jackets or shoes). This is to prevent damage during shipping.

How to Return Your Order

To complete your return, please send an email to info@louis-quebec.com providing the following information:

  1. Your order number
  2. The reason for return
  3. Photos of the item(s) as received, including items unworn, unwashed, with tags attached, and in the original packaging.

You will receive a return form with detailed instructions. The form must be completed, and you will need to share the tracking link, including the tracking number and carrier details, as well as a clear photo of the return label with customer service.

Once your return is received and inspected, we will send you an email to confirm receipt of your return. We will also notify you if your refund is approved or rejected.

Refunds (If Applicable)

If your returned package is received at the return address and approved by us, your refund will be processed and a credit will be applied to your credit card or original method of payment within 5 business days.

Refunds (If Rejected)

If your return is rejected, we will resend the item to the customer's shipping address at no additional cost.
Your return will be rejected in the following situations and a full refund will not be applicable:

  • Incomplete or Damaged Products : The product/order is missing parts, components, or the original packaging is damaged or not included.
  • Damage due to misuse : Damage caused by improper handling, misuse or normal wear and tear will not be accepted.
  • Non-hygiene products : Products requiring hygiene conditions, such as underwear and lingerie, cannot be returned for safety and health reasons.
  • The 30-day return period has expired : Returns must be initiated and the product returned within 30 days of purchase. Returns received after this period will not be accepted.
    Unfortunately, we cannot process refunds for returns that do not arrive at the designated return address.

Delays or Missing Refunds (If Applicable)

If you haven’t received your refund yet, first check your bank account again. Then contact your credit card company. It may take some time before your refund is officially posted. After that, contact your bank, as they may have a processing time before your refund appears.
If you've done all of this and still haven't received your refund, please contact us.

Customs

We are not responsible for any additional fees that customs may charge you to ship the order to the return address. If your returned package is stuck or lost in customs, we will not be able to issue a refund.

Exchange Policy

You can exchange your order once within 30 days of receiving it. The only cost you will be responsible for is the delivery charge.

When you choose this option, you can keep the original item. Shipping costs will be calculated based on the carrier used, the weight of the package and the number of packages involved in the exchange.

Damaged or Incorrect Items Received

If you receive defective or incorrect items, please follow these steps:

  1. Contact our customer service by email at info@louis-quebec.com.
  2. Provide photos/videos and a description of the defective or incorrect item, along with the order number.

Once we have reviewed the information and assessed the damage, we will arrange a new shipment for the affected item at no additional cost to you.

Please note that all claims for damaged, defective or incorrect items must be reported within 7 days of receipt. We can only offer a replacement and cannot issue a full refund.

Missing Items in Order

When you have received your order but there are items missing, we will resend the missing item free of charge.

Please note that we can only offer a new shipment and cannot issue a full refund.

Home Delivery Refused / Post Office Unavailable

In specific cases where delivery cannot be made, additional charges may apply to cover administrative and shipping costs:

  • Invalid Address Provided : If the shipping address you entered during checkout is incorrect or invalid, and the package cannot be delivered.
  • Uncollected Package : If the package is sent to a collection point and is not collected by you within the time specified by the carrier.
  • Delivery Refused : If you refuse to accept delivery.

A fee of CAD 22 per package will be deducted from the total order value to cover these costs.

For orders containing multiple packages, the tax will be calculated based on the number of packages and their respective weight.

Incorrect Address Provided by Customer

If you provide an incorrect address during the checkout process, and your order is delivered to that incorrect address, you will be responsible for any costs or losses associated with that delivery error.

According to applicable legal regulations, once the package has been shipped to the address you provided, we are not responsible for any delivery problems caused by incorrect information.

If your package is returned to us due to an incorrect address, you will only have the option to resend the order to the correct address, at your own expense. You will be responsible for the full cost of the new shipment.

Please note that no refund will be issued if your order was delivered to the incorrect address you provided.

How Much Do Returns Cost?

You are responsible for the actual shipping costs associated with returning your items. Typically, these costs range from CAD$30-50 per package, excluding additional customs fees of approximately CAD$15-20.

Please note that these charges depend on the weight of the package and the carrier used.

Return Form
To receive the return form, please send an email to info@louis-quebec.com.