Frequently Asked Questions
You have 30 days from the moment you received the package or picked it up at a pick-up station to return it. The products must be returned in their original packaging with their labels in a perfect state.To return a product, please follow these three steps:
1/ Report your return request
You will find your return label inside your parcel. If not, please follow the instructions.
Go directly to the page dedicated to returns accessible here or go to to your customer account if you created one to access the page
Fill your order number and your email address to complete the request.
2/ Print the confirmation email
Print the confirmation email and please attach it to your package
Concerning return in Metropolitan France, you can directly edit the return coupon thanks to the Colissimo link in the confirmation email.
Concerning returns outside Metropolitan France, Belgium or Luxembourg, they are at your charge by the carrier of your choice.
3/ Prepare the return package and hand it in to the carrier
We advise you to keep the deposit, proof of your package until the reimbursment is complete.
You can return your items in all the Gerard Darel shops in Metropolitan France, excepted in the following areas : Agen, Ajaccio, Amiens, Annecy, Bastia, Béthune, Brest, Calais, Lorient, Montélimar, Périgueux, Quimper, Reims, Rueil Malmaison, Tarbes, Vannes, Vincennes.
Returns are free of charge from France, Belgium or Luxembourg. Return label are included inside your parcel. If not, please refer to our return policy to edit it.
For other cases, you are responsible for any return shipping fees. Returns should be paid directly to the carrier of your choice.
Returns can take up to 2 to 5 working days to arrive.
When delivered in our warehouses, our logistic team has up to 14 days to process the package.
You’ll receive a confirmation email once the reimbursment has been executed. The amount of time it will take for you to receive the credit is determined by your bank and the payment method used.
Once your package has been returned and processed in our warehouse, you’ll be refunded on the payment method you used for the purchase. We invite you to check your bank account or PayPal account within 10 days in order to check if the reimbursment has been done.
It is impossible to exchange an article that has been purchased on our website. However, you can return your entire order to be refunded, and reorder the article you desire.
If you return the total of your order, we reimburse you the initial delivery fees as well. If you only return a part of your order, you will not be refunded for the initial delivery fees.