Returns
At Welcome , you have 14 days after receiving your order to return an item if it does not suit you. Return costs are the responsibility of the customer (except in the case of a defective product or an error on our part).
Return conditions
- New , unworn , unwashed items, with original tags and complete original packaging .
- Partial returns of an order accepted.
- Keep proof of deposit and tracking number until reimbursement.
Non-returnable items
- Gift cards.
- Personalized items.
⚠️ Shoe boxes are part of the product: place them in a protective cardboard box.
Exchanges
- Online: Make a return then place a new order for the desired item.
- In store (10 Rue Grenette, 69002 Lyon): immediate exchange possible subject to availability. Bring the invoice or order number .
Return procedure (online)
1 - Log in to your customer account: My account → My orders .
2 - Open the order in question and click on “ Request a return ” (or contact us if the option does not appear).
3 - Carefully pack the items (protected shoe box) and attach the invoice.
4 - Ship with a trackable carrier to the return address below.
Keep proof of postage until refunded.
Tip: choose Colissimo Suivi or equivalent shipping with insurance depending on the value.
Return address
WELCOME – Returns Service
10 Rue Grenette, 69002 Lyon
France
Deadlines & reimbursement
Upon receipt and quality control (3–5 working days), we validate the return.
Refunds are made within 3–10 business days to the original payment method.
Initial shipping costs are not refunded (except in the event of a preparation error or defective product).
Defective product or order error
If your item has a defect or if the order received is not compliant:
Contact us within 48 hours with photos of the defect/package.
After verification, we will tell you what to do next (possible prepaid return slip and exchange or refund).
International returns (outside mainland France)
Returns are your responsibility.
Clearly mark the package with “ RETURNED GOODS – NO COMMERCIAL VALUE ” to avoid customs duties.
Any taxes/duties are not refundable by Welcome . Contact the carrier or customs for possible recovery.
