This section provides the terms and conditions under which the Company accepts returns (the “Return Policy”) and exchanges (the “Exchange Policy”) of Products purchased on the Site. As an initial matter, please note that Products purchased on the Site cannot be returned or exchanged at any of the Christian Louboutin retail boutiques.
Further, any item listed as “Final Sale” on the Site cannot be returned and is therefore, excluded from our Return Policy and Exchange Policy. For avoidance of doubt, any services purchased through the Site are excluded from the Return Policy and Exchange Policy. Finally, please note the special requirements applicable to returns and exchanges of Beauty Products (defined below) set forth in Section 2. All personalized products are final sale. There are no returns, refunds or exchanges for your Christian Louboutin Product that has been personalized.
3.1. Returns
For Site purchases, the Company will accept returns within 30 days from the date of delivery (i.e., your return shipment must be postmarked within 30 days from receipt of your order), subject to your compliance with all requirements of this Return Policy. Products must be received in their original condition and accompanied by the original receipt or a printed version of your order confirmation email. For footwear Products, the return must include the original shoe box, dust bag, heel taps, and adhesive sole tags.
We strongly advise all customers to check the Products thoroughly upon delivery and before removing any tags (including the clear adhesive sole tag, if applicable) and before disposing of any original packaging. For any discrepancies with your order, please contact us immediately at the contact information provided in these Terms of Sale.
All shoes must be tried on for fit and size on clean, carpeted surfaces until you are sure that you will be keeping them. Our red soles are very delicate, and we cannot accept returns on shoes that appear worn or damaged in any manner. To reiterate, the red sole must be in perfect condition for a return to be accepted. Returning shoes with soles that appear damaged may result in a refurbishment fee or the return may be refused, in our sole discretion. We thank you for your understanding.
Upon receipt of the returned Product, the Company will examine the Product for compliance with this Return Policy. The Company reserves the right to refuse any return that does not meet the requirements of this Return Policy, and you agree that all such decisions will be made by the Company in its sole discretion. If your return is not accepted, it will be sent back to you and a refund will not be granted.
3.2. Return Instructions
Instructions for returning Products are as follows (they are also included with each shipment):
- Log into your account, or search for your purchase within the ‘Returns’ section on the website.
- Select the items you wish to return and follow the prompts to complete your request.
- Once confirmed, you may email or print your prepaid UPS return label for shipment. This must be initiated within the 30-day window.
- Do not use the Christian Louboutin shoe box as a shipping box. Please place in an appropriate shipping box and affix our prepaid return label.
- Keep a record of your tracking number.
- Drop off your package at a staffed UPS store and collect a receipt for your records (for your closest location please visit www.ups.com). Do not use a drop box location.
The Company will not assume responsibility for reimbursement or compensation in the event a return package is lost, stolen, mishandled or damaged during shipment. Please keep all tracking details for your records.
3.3. Refunds and Processing Time
Every effort will be made to ensure a prompt refund and an email notification will be sent once your return has been processed. If your return is accepted, a credit in the amount of your original purchase price (minus shipping costs) will be issued to your original form of payment. Shipping costs are non-refundable. The credit will typically be posted to your account within ten (10) to fourteen (14) business days from our receipt of the returned products, although the timing can vary for various reasons, and we shall have no liability for any such delays. For example, depending on your financial institution, it may take additional time for the credit to post to your account.
3.4 Exchanges
For Site purchases, the Company will accept exchanges within 30 days from the date of delivery (i.e., your return shipment must be postmarked within 30 days from receipt of your order), subject to your compliance with all requirements of our Exchange Policy. Unless stated otherwise in this Section 2.4, all terms and conditions applicable to returns in Section 2.1 apply to exchanges as well. Please note we cannot process exchanges for Products purchased via PayPal.
Our Exchange Policy is limited to one-time direct exchanges. A direct exchange is an exchange for a different size of the same Product. Exchanges are subject to availability at the time of processing. We will do our best to ensure your request is satisfied, but we cannot make any guarantees in that regard. Should the requested item not be available to fulfill your exchange, a credit in the amount of the original purchase price (minus shipping costs) will be issued to your original form of payment. Shipping costs are non-refundable.
Please follow all of the procedures and requirements in Section 3.2 to return the Product, except that you must indicate that you are requesting an exchange rather than a return where prompted. Upon receipt of the Product, the Company will examine the Product for compliance with this Exchange Policy. If your exchange is not accepted, it will be sent back to you and the exchange will not be processed. If your exchange is accepted, the replacement item that you requested will be shipped to you. We offer free ground shipping for the replacement Product. Please contact an online representative to confirm your exchange request by calling 1.888.8LOUBIS (1-888-856-8247) or via email at customerservice.usa@us.christianlouboutin.com.
Alternatively, in lieu of an exchange, you may submit a new order for the Product that you would like and submit the purchased Product as a return. If the return is accepted, your original purchase price will be refunded to the original form of payment. If the right size, style, or color is not available online, please contact us for further assistance.
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