What are my options for returning an order?
At Tealuna, you have 10 days to change your mind.
Within ten days of delivery of your order, you can contact us at any time to return items.
How can I return items?
1/ Registering the return request
You must register your request to return an item with a Tealuna customer sales advisor,
either by calling our customer services, open Monday-Friday from 9:00 am to 12:00 pm and 2:00 pm to 6:00 pm on the following number: +33 (0)9 63 63 12 34
or by contacting us by email at the following address: firstname.lastname@example.org.
You will be asked for the item information, the reason for the return and how you wish to be reimbursed (refund, credit note or exchange). If you would like to exchange the item, details of the new item will also be requested.
2/ Wait for the return authorization number (return number)
When you confirm your return with our customer services, you will be given a return number. This return number will be communicated via email or over the phone.
3/ Returning the product
The items must be returned using your post service, in their original packaging (shoebox, plastic wallet, etc.). Items must not have been worn and must bear all the original labels. We advise you to use a post service, which provides a tracking number. For returns from outside the European Union countries, if a customs declaration is to be made, please specify "sample" and "no value".
Consequently, returned items that have been washed and/or worn, and any damaged boxes will not be accepted.
The merchandise must be returned at your expense to the following address:
TEALUNA - SOPHEM
Return Number : ...
4 rue du Bulloz
PAE Les Glaisins
with the return number clearly marked on the package. If the return number is not mentioned, Tealuna will not be able to process your refund.
Three options are available:
Tealuna models can be exchanged for another size, subject to availability. You can also exchange an item for another model. If the price difference is in your favor, it will be credited to you. If it is in our favor, we will ask you to settle the difference. Tealuna takes care of everything and initiates your exchange order according to your wishes. Your new order is automatically reserved for a maximum of 14 days. We will dispatch your order at our expense, when we receive your returned order.
2/ Credit note valid on your next order
If you do not want to place a new order for the time being, Tealuna will issue a credit note that you can use on your next order. Credit notes are valid until 30 June each year. We will keep track of your credit note(s) and automatically propose them as payment for the articles in your basket.
If you wish, Tealuna will reimburse you as soon as possible and within two weeks of the date of return, provided that the products have been received by our e-logistics distribution centers and are in their original condition. Refunds will be made to the billing address provided when you placed your order and using the same method as used for payment. You will be alerted by e-mail.
Note: We will refund the full price of articles returned in good condition if you change your mind about them.
The cost of delivery (but not of the return postage) will also be refunded if all of the items sent are returned. In the event you use your right to cancel part of an order, only the retail price of the items returned will be refunded.
Who assumes the cost of my return and the cost of sending the exchange order?
Return postage is at your expense. You are strongly recommended to keep the receipt provided by the Post Office. Tealuna declines all liability in the event of loss of damage to the goods during transport.
However, if there has been a mistake with your order for which we are responsible, we will refund the cost of returning the item up to the amount indicated on the proof of delivery (with a maximum of 20 Euro), which you should send us by fax (+33 (0)4 50 27 64 48) or by e-mail (email@example.com).
Tealuna will assume the costs of sending the new exchange order.