Returns & Refunds

Returns & Refunds Policy

We want every order to bring you complete satisfaction. If an item is not right for you, you may have a statutory cancellation period and straightforward options for arranging a return.

Right to cancel

Under the distance-selling provisions of the French Consumer Code applicable to sales at a distance, you have 14 calendar days from receipt of your order to exercise your right to cancel without giving a reason.

To exercise this right, simply notify us of your decision by email or through our contact form before this period expires.

Conditions for accepting returns

Returned items must be sent back in their original condition so that they can be offered for sale again.

  • Item unworn, apart from trying it on.
  • Item unwashed.
  • Item undamaged.
  • Original labels attached.
  • Original packaging or equivalent protection.

Any returned product that is incomplete, soiled, damaged or shows signs of abnormal use may be refused for a refund or subject to a proportionate deduction reflecting any loss in value.

Return postage

Return postage is payable by the customer.

If you use the return label provided by Priam & Lila, the amount deducted from your refund depends on the destination:

France: €6.95 including VAT per returned parcel
The United Kingdom and all other destinations outside France: €15 including VAT per returned parcel

These amounts may be adjusted in line with logistics costs.

You are free to choose your own carrier. In that case, all return postage costs remain your responsibility.

We recommend keeping your proof of postage until receipt of the parcel has been confirmed.

How to return an item

  1. Contact our customer service team and provide your order number.
  2. Tell us which items you wish to return.
  3. We will send you the return instructions.
  4. Pack the items carefully.
  5. Hand your parcel to your chosen carrier.

Once the parcel arrives, our team will inspect the returned products.

Refunds

Once the items have been checked and accepted, the refund will be made to the payment method used for the purchase.

The refund is issued within a maximum of 14 days from notification of your cancellation.

However, in accordance with the applicable regulations, we may withhold the refund until we have received the items or proof that they have been dispatched.

If you use the return label provided by us, the return charge for your destination will be deducted from the refund: €6.95 including VAT for France, or €15 including VAT for the United Kingdom and all other destinations outside France.

Made-to-measure or personalised items

Some items are specially made or personalised at the customer's request.

Under the provisions of the French Consumer Code, the right to cancel does not apply to goods made to the consumer's specifications or clearly personalised.

This includes, in particular:

  • Made-to-measure garments.
  • Personalised items.
  • Pieces altered at the customer's request.
  • Special orders requiring dedicated production.

These orders are final, except in cases of non-conformity or manufacturing defects.

Faulty item or packing error

If you receive a faulty or damaged item, or one that differs from what you ordered, please contact our customer service team as soon as possible.

To help us deal with your request, please include photographs of the item concerned and your order number.

Once our team has confirmed the issue, return costs arising from a packing error or lack of conformity will be covered in full by Priam & Lila.

Our commitment

At Priam & Lila, we design garments to be kept, handed down and enjoyed for many years.

To reduce unnecessary transport and its environmental impact, we encourage you to read our size guides, detailed descriptions and product photographs carefully before placing an order.

Every avoided return means one less journey and helps encourage more considered consumption.