Terms and Conditions of Sale
These Terms and Conditions of Sale
These Terms and Conditions of Sale (hereinafter referred to as the “Terms”) govern the contractual relationship between LOU AYMÉ (hereinafter referred to as “the brand”) and any individual or legal entity making a purchase via the website [website address], hereinafter referred to as “the customer.”
By confirming an order, the customer acknowledges having read and fully accepted these Terms without reservation.
These Terms define the conditions of remote sales between the brand and the customer, including ordering, payment, delivery, returns, and responsibilities. They take precedence over any other document.
About the Brand
Each piece offered on our website is carefully handmade in France, using fabrics sourced from France, and entirely hand-embroidered in our atelier in Tunisia.
Every creation reflects artisanal expertise and requires significant production time, particularly for the hand-embroidered details.
All our fabrics are of natural origin. Many of them are also OEKO-TEX certified, guaranteeing the absence of harmful substances. Each product description specifies the materials used.
1. Prices
Prices displayed on our website are in euros, including VAT, excluding customs duties and any other applicable taxes.
Additional fees may apply depending on the delivery country (see section 3).
We reserve the right to change our prices at any time, but products will be invoiced based on the rates in effect at the time the order is placed.
2. Payment
Payment can be made in one or more installments, depending on the options available at checkout.Accepted payment methods:
- Visa
- Mastercard
- American Express
- Bank transfer
- PayPal
All transactions are secure. No payment is processed directly through our website.
3. Delivery – Production & Shipping Times
Order Confirmation
Once your order is confirmed, you will receive a confirmation email summarizing its details.
Production and Shipping Times
We do not operate with stock: each series is limited and produced in small quantities, only once an order is confirmed.
Our pieces are handmade in France with fabrics sourced from France, and hand-embroidered in Tunisia.
This artisanal process takes time: the average production time is 6 to 8 weeks from the order date (excluding weekends and public holidays).
Once your order is ready, you will receive a shipping confirmation email. Orders are then shipped from France via Colissimo, with tracking.
Delivery Address and Delays
Products are shipped to the delivery address provided by the customer at the time of ordering. Delivery times mentioned on the website are indicative and based on average observed times.
In the event of circumstances beyond the seller’s control (carrier delay, strikes, blockages, weather, force majeure, etc.), delivery times may be extended without entitling the customer to compensation or order cancellation.
The seller cannot be held responsible for any delay, loss, or damage occurring after the package has been handed over to the carrier. In the case of a damaged or undelivered package, it is the customer’s responsibility to file a claim with the carrier within the legal timeframe. However, the seller will assist the customer with their claim process as much as possible.
International Delivery
We ship worldwide, and shipping fees are automatically calculated at checkout.
Orders outside the European Union
Customs duties or import taxes may apply for deliveries outside the European Union.
These fees are the responsibility of the customer and vary according to local customs regulations.
We are unable to predict whether these fees will apply or their amount.
If you refuse to pay customs duties and the package is returned or destroyed by customs, we will not be able to refund your order or cover any related fees.
By placing an order, you agree to these conditions.
4. Returns & Exchanges
General Conditions
Returns and exchanges are possible only after approval by our customer service team and must be made within 14 days of approval.
Items must be returned in perfect condition, unworn, unwashed, and undamaged.
Custom-made or personalized pieces are non-refundable and non-exchangeable.
Process
No return or exchange will be accepted without a return form approved in advance by our customer service.
Please contact us at the address indicated in the “Contact” section for any request.
Artisanal Considerations
Each piece is handcrafted, with meticulous embroidery and sewing work. By ordering from our e-shop, you acknowledge that your garment is almost entirely made for you.
For this reason, we do not offer refunds on returns but provide a credit or discount code valid for 6 months.
Return Fees
Return shipping costs are the responsibility of the customer, and we are not liable for loss or delays related to shipping.
We recommend tracked and signed-for shipping.
In case of a requested adjustment, both return and reshipping costs are also the customer’s responsibility.
5. Order Cancellation
If you wish to cancel an order after production has started or the item is completed, we will proceed with a partial refund, retaining 30% of the total amount to cover the time and work already invested by our atelier.
6. Product Availability / Stock Errors
Product offers are valid while supplies last.
In the event of exceptional unavailability of a fabric or a key production element, or in case of a stock or website update error, the brand reserves the right to cancel or modify an order.
The customer will be informed as soon as possible. In case of cancellation, a refund will be issued. In case of modification, an alternative solution will be proposed to the customer, who may accept or decline it.
7. Material & Finish Variations
Our items are produced in small series, using fabrics sourced from France, handmade in France, and hand embroidery made in Tunisia.
Due to the artisanal nature of certain elements and material availability, some variations may occur between pieces, including pattern placement, slight color differences, or variations in beads used for embroidery.
8. Legal Mentions
Right of Withdrawal: In accordance with French law, the customer normally benefits from a 14-day right of withdrawal for standard items purchased online. However, this right does not apply to our creations, since each piece is produced on demand (made-to-order) or made-to-measure, and therefore falls under the legal exceptions to the right of withdrawal.
9. Contact
For any questions, return requests, order tracking or complaints, please contact us at: contact.louayme@gmail.com