Refund policy
Returns and Exchanges Policy — Quilou
At Quilou, we are committed to providing you with quality products and reliable customer service. This policy explains the conditions and procedures applicable to returns and exchanges
1. Return Period
You have 30 days from the date of receipt of your order to request a return or exchange. After this period, we will not be able to accept your request.
2. Eligible Products
Returns are accepted for both defective and non-defective items . Items must be returned in new condition : unworn, unwashed, undamaged, with original tags attached.
3. Exchanges
Exchanges (size, color, model) are accepted under the same conditions and within the same 30-day period.
4. Return Procedure
- Contact us at contact@quilou.com indicating your order number, the item(s) concerned, and the reason for the return.
- We will send you a prepaid return label included free of charge within 48 hours of your request.
- Carefully pack the item with its original label and the invoice or order number.
- Drop the package off with the carrier indicated on the label.
5. Fees
- Return label: free , included in the package
- Restocking fees: None
- No additional cost is charged to the customer for a return, whether defective or not.
6. Refunds
Once the item has been received and its condition verified, your refund will be processed within 7 business days , to the payment method used for the initial purchase.
7. Defective Products or Order Errors
If you receive a defective item or if there was an error in your order, please contact us immediately at contact@quilou.com . We will cover all return shipping costs and process your refund or exchange as a priority.
8. Contact us
Quilou
20 Wenlock Road, London, N1 7GU, United Kingdom
📞 +44 77 82 27 21 09
✉️ contact@quilou.com
Monday to Friday: 9:00am–6:00pm | Saturday: 9:00am–4:00pm | Sunday: Closed