Returning and exchanging an online order - FAQ
Your satisfaction is our priority.
We will gladly accept your returns by post* or in one of your nearest Longchamp stores**. You have thirty (30) calendar days from receiving your item(s) to exercise your right of withdrawal (if an order contains several items delivered separately, this period of time is effective from when you receive the last item). In any case, your item should be returned complete (with instructions, accessories, etc.) in its original condition, with the packaging and a copy of your invoice. Returned items will not be accepted if incomplete, damaged or soiled.
*Items from previous collections can only be returned by post.
**Given their unique and personalised nature, My Pliage items cannot be returned.
We undertake to fully refund all sums paid for your order, namely:
- the item(s) you have returned;
- the outgoing shipping costs for this item.
Please note, you are responsible for any return costs paid by us in advance (see pre-filled and pre-paid return label above). As a result, these will be deducted from your total refund amount.
In other words, the amount refunded will correspond to the price of your item(s).
Amount refunded = price of returned item(s)
+ outgoing shipping costs paid by the customer
− return shipping costs paid by LONGCHAMP
For orders delivered to a LONGCHAMP Store, the refunded amount will correspond to the price of your item(s), as we would have already covered the outgoing shipping costs.
RETURNS IN STORE
Find the nearest store to return your item(s) here: For online orders, please return your item(s) within 30 days of receiving your order to the Longchamp store of your choice. You may not return items to department stores, outlet stores or airport stores.
RETURNS BY UPS
Go to the My orders section where you can enter your return request.
1. Go to My orders
2. Select the relevant order and request a return
3. Select the item(s) to be returned
4. Specify the reason for returning each item
5. Receive your return label by email
6. Print it off and stick it to your parcel
7. Drop the parcel off at your nearest UPS drop-off point (you'll find all the information in the UPS email) Remember to check your junk folder if you can't find the carrier's email with your return slip. You can select your drop-off point and track your parcel via the carrier's website. We invite you to put all your returns in one parcel to be more environmentally friendly.
NB: the return label has an expiry date and must be used within fourteen (14) days from the date of issue.
If you've sent your order back to us by post: You will be refunded via the same payment method used for the original transaction, as soon as possible and no later than fourteen (14) days after our Workshops have received the returned item.
However, we reserve the right to defer the refund until we have received the item(s) or until you have provided proof that the item(s) have been dispatched (the first of these dates will be used).
If you returned your item(s) in store: We will refund your item(s) and the related shipping costs, unless you selected delivery to store (in this case, only the price of your item(s) will be refunded). Refunds are sent to payment cards only, subject to your express prior agreement, in accordance with current legislation.
Should you fail to accept these terms, you may only be able to exercise your right of withdrawal by post, using the process outlined in the How do I return my order? section.
Items are exchangeable in all LONGCHAMP stores excluding department stores, outlet stores and airport stores.
Do not forget to bring your receipt.
For items from the current season's collection (Spring/Summer collection from January to the start of July and Autumn/Winter collection from July to the start of January), no time limits apply. You can exchange your item(s) according to the following terms:
The item that you wish to receive in exchange is of a higher value The item that you wish to receive in exchange is of a lower value You must pay the difference between the value of this item and the value of the ordered item.
Difference of over 100£ :
Credit note valid for one year only in LONGCHAMP Stores and Outlet Stores within the same country.
Difference of under 100£ :
Difference will be refunded to the payment card.
The items returned must be complete (instructions, accessories, etc.) in their original condition, with their packaging and a copy of the invoice. Any item returned incomplete, damaged or soiled will not be exchanged.
Items from Previous Collections
Items from our Previous Collections cannot be exchanged in store or by post.
Personalised My Pliage Items
Given the unique and personalised nature of this item, it cannot be exchanged. Despite all our efforts, we cannot guarantee your screen accurately portrays the colours of our products.