Refund policy
Last updated: September 2, 2026
This policy applies to products purchased from the KAARA LU website.
1. RIGHT OF WITHDRAWAL
You have 14 days from the date you receive your order to inform us of your decision to withdraw from the purchase, without having to provide a reason.
Where several products from the same order are delivered separately, the withdrawal period begins on the date you receive the last product.
After informing us of your decision to withdraw, you have an additional 14 days to send back the relevant items.
2. REQUESTING A RETURN
To request a return, you may:
- use the “Exercise my right of withdrawal” online feature available on our website; or
- contact our customer service team at Contact@kaaralu.com.
Your request must include:
- your first and last name;
- your order number;
- the item or items you wish to return;
- whether you would like a refund or, subject to availability, a size exchange.
You are not required to provide a reason when exercising your statutory right of withdrawal.
If the product you received is damaged, defective, incomplete or different from the product ordered, please include photographs showing the issue.
Return instructions and the return address to be used will be provided after we receive your request.
3. RETURN SHIPPING COSTS
Except where a product is defective, damaged, incomplete or does not conform to the order, the direct cost of returning the product is borne by the customer.
Where this service is available for your country, KAARA LU may provide you with a prepaid return label. In this case, you will not have to pay any amount upfront when shipping the parcel. The cost of the label, which will be communicated to you before you confirm it, will be deducted from your refund.
If no prepaid return label can be provided for your destination, you will need to arrange and pay for the return directly with the carrier of your choice.
We recommend using a tracked shipping service and keeping proof of postage until the return has been fully processed.
The customer remains responsible for the parcel until it is received by KAARA LU.
4. CONDITION OF RETURNED ITEMS
Clothing and accessories must only have been handled or tried on to the extent necessary to establish their nature, size, fit and characteristics.
Products must be returned:
- unworn other than for a reasonable fitting;
- unwashed and uncleaned;
- undamaged and unaltered;
- free from stains, marks or tears;
- free from traces of make-up, foundation or deodorant;
- free from perfume, perspiration, smoke or any other odour;
- with their original tags, accessories, protective materials and components;
- in their original packaging where it is still available.
We ask that you take all necessary precautions when trying on items, particularly with make-up, cosmetics, jewellery and perfume.
5. DAMAGED OR WORN RETURNED ITEMS
Each returned item is inspected upon receipt.
The customer may be held responsible for any reduction in the value of the product resulting from handling beyond what is necessary to establish its nature, size and characteristics.
If an item shows signs of wear, stains, odours, damage, washing, alteration or any other deterioration attributable to the customer, KAARA LU may apply a reduction to the refund proportionate to the actual loss in value.
Where an item has been made unsuitable for resale and has lost its entire commercial value, the reduction may correspond to the full value of the item, provided that this can be objectively justified.
The condition of the item may be documented with photographs during inspection.
Simply removing a tag does not automatically result in the loss of the right of withdrawal. However, this may be taken into account where removal of the tag has caused an actual reduction in the value of the product.
6. SIZE EXCHANGES
A size exchange may be requested within the return period, subject to availability of the requested size.
Items returned for exchange must meet the same conditions as items returned for a refund.
We cannot reserve a size before the returned item has been received and inspected.
If the requested size is no longer available, we will offer you:
- a refund for the item; or
- with your express agreement, store credit or a gift card.
Store credit or a gift card will never be imposed in place of a refund to which you are legally entitled.
7. REFUNDS
Where a valid right of withdrawal is exercised, the refund will be made using the same payment method used for the original order, unless you expressly agree to another method of reimbursement.
We may withhold the refund until we have received the returned items or until you provide evidence that the items have been sent back, whichever occurs first.
After the return has been received and inspected, you will receive an email informing you whether the return has been accepted, of any reduction in value identified, and that the refund has been initiated.
The time required for the refund to appear in your account may then vary depending on your bank or payment provider.
8. REFUND OF ORIGINAL DELIVERY COSTS
Where you withdraw from the entire order, the original delivery charges corresponding to the standard delivery method offered by KAARA LU will be refunded.
Any additional cost resulting from your choice of express delivery or another delivery method that is more expensive than the standard delivery option will not be refunded.
Where only part of an order is returned, the original delivery charges will not be refunded if those charges would have been the same had the retained items been ordered separately.
Return shipping costs are separate from the original delivery charges and may be deducted from the refund under the conditions set out in Section 3.
9. DAMAGED, DEFECTIVE, MISSING OR INCORRECT PRODUCTS
If your parcel or any item arrives damaged, defective, incomplete or does not match your order, please contact us as soon as possible at:
Contact@kaaralu.com
Please provide your order number and, where possible:
- photographs of the item;
- photographs of the parcel and its shipping label;
- a description of the issue;
- a list of any missing items.
Where the defect, damage, error or missing item is attributable to KAARA LU or the carrier, the customer will not be responsible for the necessary return shipping costs.
After verification, we will offer the appropriate solution: replacement, exchange, repair, price reduction or refund, in accordance with your rights and the applicable statutory guarantees.
This procedure does not limit your rights under the statutory guarantee of conformity or the legal warranty against hidden defects.
10. PARCEL MARKED AS DELIVERED
If the carrier’s tracking information indicates that your parcel has been delivered but you have not received it, please contact us promptly.
Before contacting us, please check:
- the address entered when placing the order;
- your mailbox and any authorised safe delivery locations;
- with other people living at your address;
- with your neighbours, concierge or collection point;
- any delivery instructions or proof of delivery provided by the carrier.
KAARA LU may open an investigation with the carrier. You may be asked to provide a declaration of non-receipt, proof of identity or any other document required for the investigation.
Where signed delivery was selected, the proof of delivery and recorded signature may be reviewed as part of the dispute.
The solution offered will depend on the outcome of the investigation and the applicable legal provisions.
11. INTERNATIONAL RETURNS
Returns from countries outside France must be shipped in accordance with the instructions provided by our customer service team.
Where customs formalities require it, the parcel must be correctly declared as “returned goods”.
Customs duties, import taxes and administrative fees paid to authorities or carriers are not refunded by KAARA LU. Any request for reimbursement of these amounts must be made directly to the relevant authorities or organisations in the country concerned.
Costs resulting from an incorrect or incomplete customs declaration may be deducted from the refund where they are attributable to the customer and properly documented.
12. PERSONALISED ITEMS
In accordance with applicable law, the right of withdrawal may not apply to products made to the customer’s specifications or clearly personalised.
This exclusion will be clearly stated on the relevant product page before the order is placed.
A simple pre-order or an item manufactured as part of a standard production run after an order is placed is not automatically considered a personalised product.
Statutory guarantees continue to apply where a product is defective or does not conform to the order.
13. RETURN ADDRESS
Items must not be returned before a return request has been made.
The return address currently used is:
KAARA LU – Returns Department
15 rue Defresne Bast
95100 Argenteuil
France
Depending on the country of dispatch and the carrier used, you may be provided with a different return address or a specific return label.
14. CONTACT
For any question regarding a return, exchange or refund:
KAARA LU
Email: Contact@kaaralu.com