Returns & Exchanges
You have 14 days
If an item does not suit you, you have 14 days from the receipt of your package to request a return or an exchange.
Request your return
Everything is done through your customer account, without needing to write to us beforehand.
- Log in to your account and open the relevant order.
- Click on Request a return, select the items, and indicate the reason.
- We will validate your request, usually within 24 business hours. You will then receive your return number and the shipping address via email.
- Send the package back with this number clearly written on it.
Would you rather talk to us directly? Call us at +33 (0)9 71 56 59 66 or write to contact@imperial-lyon.fr, and we will open the return for you.
The security seal
Each garment is delivered with a unique and numbered seal. It does not interfere with trying on: you can put the piece on, look at it, and judge the fit and size without touching it.
Only remove it once you are sure you want to keep the item. A garment with a broken seal is considered worn. It will result in a deduction from the refund, proportional to the loss of value, which can amount to the full price of the item.
This is the only way we can guarantee the next customer that they are receiving a brand-new piece.
The condition for returning items
Items must be returned to us new, unworn, unwashed, unperfumed, without makeup traces, with all their original tags and accompanied by a copy of the invoice.
Original packaging is part of the product and must be returned.
- Imperial and Please protective pouches: €5 deducted for each missing pouch.
- Boxes, garment bags, and cases: these are not shipping containers. Place them inside an outer cardboard box. A box that is taped, written on, or crushed is a lost box and will result in a deduction.
Pack everything carefully so that it reaches us intact. An item damaged during return transit due to insufficient packaging may have its refund reduced or refused.
Return shipping
Return shipping costs are your responsibility. Choose a tracked shipping method and provide us with the number at contact@imperial-lyon.fr: Imperial Lyon does not assume responsibility for items lost or damaged during return transit.
Return address:
Imperial Lyon — SAV Web
21 rue du Président Édouard Herriot
69001 Lyon
France
Refund or store credit
As soon as our returns department has verified the item's condition, you can choose: a refund to the payment method used for the order, or a store credit valid for one year. The refund covers the price of the items and the standard delivery charges initially paid.
Exchanging an item
Indicate "exchange" as the reason during your request, specifying the desired size or color. Contact us promptly if you want us to set the piece aside: we will reserve it in your name while waiting for your return. Outbound and return shipping costs remain your responsibility.
To speed things up, we may offer for you to place a new order for the item and we will refund the first one upon receipt.
In-store, exchanges are possible on all items, subject to available stock, upon presentation of the invoice.
Defective, damaged, or non-conforming items
Contact us before sending anything back at +33 (0)9 71 56 59 66 or at contact@imperial-lyon.fr. You may be asked for a photograph of the defect.
If the error is ours or the item is defective, we will refund your initial delivery costs as well as the return postage, and the seal condition does not apply. Each item returned for this reason is inspected; if no defect is found, we reserve the right to recharge you for the item and the costs incurred.
Replacement occurs after receipt and verification of the item.
Things to know
We do not ship orders on Sundays or public holidays.
We make every effort to meet the announced deadlines, but we cannot be held responsible for delays due to circumstances beyond our control. We will notify you of any unexpected delays.
Any customs duties at the destination remain the responsibility of the customer.
For any questions, write to us via the contact form or consult our terms and conditions of sale.