> During the sales period, the return processing time is 5 working days (Monday to Friday) after receipt of your package within our premises.
You’ve changed your mind or need a different size? No worries!
At Dessus Dessous, returns are easy and free for mainland France.
You have up to 30 days from the date you have received your order, to send back your package.
Discounted or sales products are also entitled to a return.
› How to return an item?
› How to obtain a free return?
› What are the conditions for a refund?
› How to exchange?
› What are the conditions for a return?
› What to do if my item has a manufacturing defect?
› What is the processing delay time for my return?
› How to track my return?
› How to modify and cancel an order?
How to return an item?
We’ve made it easy for you to return one or several items. Simply follow the steps below.
1- Register your package.
Log in to your customer account and go to “my returns” box. Follow the steps to select the items that you wish to return and choose your refund terms.
2 -Print the return label
Click on “print your return label” to receive and print your return label.
If you have requested a refund without the return label, this option will not be offered.
3- Prepare and ship the package.
IMPORTANT: the items must be in their original packaging with their labels.
Place the item(s) you return as well as the delivery slip into a package. If you don't have your delivery slip, add a note with your order number and the reason of your return.
Paste your prepaid label on the package * Attention, take care to recover the old label to avoid any mistake from the postal service.
You can then depose your package at your local post office or at the shipment hubs.
Keep the proof of shipping for your files!
NEW! No need to go out of your way to ship your parcel. With the French Post Office (in French: La Poste), you can conveniently place your package in your mail box and the mailman will collect it. More information here below: https://www.laposte.fr/particulier/expedition-colissimo/le-service-expedition-retour-en-boite-aux-lettres-comment-ca-marche
*If you don't want to use the prepaid label, present yourself at your local Post Office in order to cover the postage fee. Return the parcel to:
135 Chemin de Cantadù
How to obtain a free return?
At Dessus Dessous, you can benefit from a free return for orders in and to mainland France.
To do so, simply follow the return procedure and request a credit note. The return is free of charge. Upon receipt of the returned items, the amount will be directly transferred to your customer account.
Returns from a foreign country
Returns from a foreign country (outside mainland France) are not free of charge. We do not provide prepaid labels for foreign countries. You will therefore need to arrange to return the items at your own expense.
Upon receiving and verifying your package, a refund shall be directly issued via the same payment method initially used upon placing your order.
What are the conditions for a refund?
For mainland France, 3 refund options are available:
- Credit note: The amount shall be available on your customer account for a period of 1 year. It can be used for different orders. You will have access to a prepaid label: The return will be free.
- Refund with prepaid label: A refund shall be given via the means of payment of your choice. A return fee in the amount of €5 shall be deducted from the amount to be refunded. The prepaid label is available for returns from mainland France only.
- Refund without prepaid label: The returned items will be refunded in full by the means of payment of your choice.
Outside mainland France: You may request either a credit note or a refund. All returns are at your expense.
How to exchange?
Just follow the return procedure. Once the credit note or the refund is issued, we invite you to directly place a new order via our website.
What are the conditions for a return?
All items, even discount or sale products are entitled to a return. The lingerie must be returned in perfect condition, never worn, never washed, in its original packaging, with the original labels still attached to the items.
Note that we cannot accept by return:
-For hygiene reasons: all accessories
-Stockings and tights
-Articles not returned intact in their original packaging.
-Parcels without any identification of sender (order number, name, address…)
You want to return an order for which you had a special offer: gift, offered item...
To obtain a refund for your order, we require you to return the item received as a gift from the purchase that you do not wish to keep, except in cases where you place a new order corresponding exactly to the initial offer conditions.
Our “quality department” reserves the right to not accept the returned products if they are incomplete, damaged, worn or dirty.
What to do if my item has a manufacturing defect?
Our shipping department systematically checks all shipped items. Despite this control, it may exceptionally occur that an item has a quality defect. In this case, contact our customer service by phone at 0467715860 or send a message through our contact page, indicating your order number and the nature of the defect.
What is the processing delay time for my return?
The processing time is 72 hours upon receipt of your package at our warehouse (except during non-operational periods)
However during the sales period or bank holidays, it may occur that your package will arrive later than usual or that the processing of your return is slightly delayed. Don't worry!
If you haven’t heard from us within 15 days once you have shipped your return package, please feel free to phone us at 04 67 71 58 60 or to send us a message via our contact page.
How to track my return?
Once we receive your package, and have checked it, we will proceed to its refund. You will receive an email from our customer service confirming that we are proceeding with the refund. Please check your email inbox.
When you ship using a prepaid label, you have a tracking number.
To track this parcel, copy and paste the tracking number on the Laposte.fr website.
How to modify and cancel an order?
You ordered an item by mistake? You wish to modify or cancel your order? No worries, contact us via our contact page or phone us at 04 67 71 58 60 and we will process your request.