Refund policy
Request a return within 15 days of delivery.
We do our best to make sure your shopping experience meets your expectations. If one or more items in your order are not right for you, you have 15 calendar days from receipt of the parcel to request a return.
To register your request, you can use our returns portal.
You can also notify us of your withdrawal at contact@drapeur.com or by post to DRAPEUR, 27 avenue de Migron, 64200 Biarritz, France. Using the portal is not mandatory to exercise this right. Statutory guarantees continue to apply beyond the commercial return period.
Return conditions
You then have 14 days from your request to dispatch your return parcel, including when you submit your request on the 15th day after delivery. The dispatch date counts: Drapeur does not need to receive the parcel within this period. Keep your proof of posting. These periods do not limit your statutory withdrawal rights or statutory guarantees.
We inspect returned items on receipt. Protect them carefully and include their accessories. Please keep the original tags and packaging. Under the statutory right of withdrawal, their absence alone does not justify automatic refusal. A deduction for diminished value can only be made under the conditions provided by law, for handling beyond what is necessary to establish the item's nature, characteristics and functioning.
Requesting store credit:
At your request, we can issue store credit as a gift card valid for one year on the website or at our Biarritz showroom. It is never imposed instead of a refund that is due. The amount reflects the sums refundable under the conditions below.
Requesting an exchange:
If the size of your item is not right, we may offer an exchange subject to stock availability.
Requesting a refund:
If you exercise your right of withdrawal, we refund the sums due within fourteen days of your notification. We may withhold the refund until we receive the items or proof that they have been dispatched, whichever occurs first.
If you return the entire order, the initial delivery costs corresponding to the standard delivery method offered are refunded. The surcharge for choosing a more expensive method is not refunded. For a partial return, delivery costs that remain payable for the items you keep are not refunded.
Refunds are made using the original payment method, unless you expressly agree to another method at no cost. The indicative bank processing time of three to five working days after processing is separate from the statutory refund deadline.
Special cases
If an item received does not match your order or has a defect, we are very sorry. Please submit a return request through our returns portal and select “The item has a defect” or “Order error”. We will get back to you as soon as possible and send a prepaid return label so you can return the affected items free of charge.
Returns from outside Europe
Indicate that the shipment is a return of goods and include the supporting documents requested by the carrier or customs authorities. Declare the true and accurate value of the items; do not enter a zero value to avoid charges. Contact us before dispatch if you are unsure about the formalities.
Return costs
You pay the direct costs of a change-of-mind return. You are not charged the costs necessary to resolve an order error or a claim under a statutory guarantee.
For France: we provide a prepaid return label through our partner Chronopost. The return cost is €6, deducted from your refund or store credit.
Outside France: use a carrier of your choice that delivers directly to our address. We do not accept parcels sent to a pickup point.