Refund policy

Free 14-Day Return

You are free to return your purchase for a refund or store credit within 14 days of receiving the item, we will cover the shipping and return costs.

 

Requirements

The item must be returned in unworn condition, in its original packaging, with the tag attached and the glass and strap protective films intact.

 

Products cannot be sized or altered, nor watch links removed. If the product has been sized or altered, the product will not be accepted for a return.

Items purchased that included an additional bonus gift, both the original item, and the bonus gift must be returned.

Worn items will be returned and no refund issued.

 

LOUIS CARTEL reserves the right to refuse credit, or exchange of any item returned incomplete, or in a non-salable condition due to negligence, damage, and or abuse, and the customer will be notified. All documents included with the product must be returned. 

If an item is sold with a gift, as part of a promotion, then both the purchased item and the gift must be returned in order to qualify for a refund. If the gift is not returned then the customer will be debited the price of this from their refund. 

 

Shipping Delays Outside Our Control

Once an order has been dispatched, delivery timelines are managed entirely by the respective shipping carriers. We are not responsible for delays caused by external factors such as customs processing, carrier backlogs, weather conditions or any other circumstances outside our control.

Because these delays are not attributable to our fulfilment process, we cannot offer refunds or cancellations solely due to delayed delivery.

 

Damaged During Transit

We take great care in packing our items to ensure their safety during transit. Each package is securely packed, and we conduct rigorous drop tests to guarantee that no damage occurs during shipping. This ensures your order arrives in perfect condition, no matter the journey.

If you have received a damaged or defective item you must let us know within 2 days of receipt of the item. We will always try to resolve the issue as quickly as possible so the sooner you act, the quicker we can find a resolution. 

 

Transit Losses  

If a package is lost in transit and the tracking status does not indicate successful delivery, we will provide a replacement item free of charge. Refunds are not offered in such cases.  

 

Tracking Says Delivered, But You Don’t Have It?

We ship all our packages with a signature required and official proof of delivery, ensuring a loss/theft rate close to 0%.

Please note that packages can be signed for by a neighbor or a household member. A package not signed by the intended recipient cannot be claimed as lost solely for the reason of "not signed by the receiver. 

If a package is marked as delivered but has not been received, the customer must notify us within 2 days of the "package delivered" notification emails. The customer is required to raise a claim with FedEx immediately, and we will conduct an investigation with the customer's local courier to recover the package. We will provide a replacement item free of charge. Refunds are not offered in such cases.  

 

 

Return Process

Please submit a return request via this link. We will send you return label as soon as possible.

 

Unclaimed or Refused Packages

If a package is not collected on time, a €49 handling and return fee will be deducted from the refund amount. Refunds will only be processed once the package has been successfully returned to us. 

 

International Taxes & Duties

International orders (outside of the EU) may be subject to VAT, import taxes or other fees which your local customs authority deems appropriate. These fees are paid by you to your local carrier or government and are not collected or paid by LOUIS CARTEL and thus cannot be refunded. it is the customers responsibility to understand if there are any local duties, taxes or other fees that would be due on arrival (for international orders). 

If a package returns to us due to the customer's refusal to proceed with customs clearance, a fee of €49 will be deducted from the refund amount. The refund will be processed only after the package is successfully returned to us.

 

 

Refunds

Refunds will be issued within 1-7 days of the package being signed for by us.