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At Terre des Loups , we strive to ensure our customers are 100% satisfied with the products they purchase from us. If you encounter any delivery issues or if an item is damaged, please contact us by email at contact@terre-des-loups.fr and our team will handle your request as quickly as possible.

I wish to return or exchange an item

Return period

You have 14 days from receipt of your order to request a return or exchange.
After this period, we will unfortunately no longer be able to accept returns or offer refunds.

Return conditions

To be eligible for a return, the item must:

Be in the same condition as you received it
Have the tags still attached
Be unworn, unwashed
Be returned in its original packaging
Include all possible accessories

⚠️ Items worn, washed or returned without tags will not be refunded or exchanged .

Return procedure

To initiate a return, please contact us at contact@terre-des-loups.fr or via our contact form.
We will tell you all the steps to follow.

Refund or exchange

Upon receipt and inspection of the returned item, we will proceed according to your request:

Refund : You will receive a confirmation email. The item amount will be refunded to your original payment method.
Exchange : a new item will be sent to you, according to the references chosen.

My item is too small / too big

All our products come with a detailed size guide .
We measure each item and specify recommendations in the product description.
In case of size error when ordering, the buyer is responsible for the choice made.

That said, we know it can be frustrating.
Do not hesitate to contact our customer support: we will do everything possible to help you (exchange, goodwill gesture, etc.).

Are return costs refunded?

Return costs are the responsibility of the customer .
They are not refundable , except in the event of an error or proven defect on our part.
In case of refund, the shipping costs incurred for the return may be deducted from the refunded amount.

My item is defective / received damaged

Despite our best efforts, it may happen that an item arrives damaged or with a manufacturing defect.
In this case, please send us:

A clear photo of the item and the anomaly
A photo of the tag still attached
Your order number
📩 At the following address: contact@terre-des-loups.fr

⚠️ Do not wash the item or remove the tags before contacting us, otherwise your request may be refused.

Incorrect delivery address

Please check your address carefully when ordering.
Once the order has been prepared or shipped , we will no longer be able to modify it.

Terre des Loups cannot be held responsible for an error in the address provided by the customer.

Order cancellation

If you wish to cancel your order, please let us know within one hour of your purchase.

➡️ After this deadline, if the order is already being prepared, a processing fee of 40% of the order amount will be applied (logistics costs, packaging, preparation, etc.).

Refund pending or not received

Refunds are made to the original payment method within an average of 7 to 10 working days .
In case of delay, please:

Check your bank account
Contact your bank or card issuer
Write to us at contact@terre-des-loups.fr if the refund still does not appear