Return condition and after sales services

Your complete satisfaction is our greatest happiness, we will always do everything to ensure that you have a good experience in our online store.

Our customer service is at your disposal on 04.94.68.28.50 from Monday to Friday from 8:30 a.m. to 12:30 p.m. and from 1:30 p.m. to 4:30 p.m. and by email: [email protected]

The deliveries

Delivery costs are indicated before any payment and may vary depending on the weight and destination of the package.

Delivery is free from 100€ of purchase for metropolitan France, Belgium, Germany, Monaco and 120€ of purchase for orders to Switzerland.

Delivery is free from a purchase of €75 at a La Poste pick-up point for mainland France and Belgium.

Delivery costs to a La Poste pick-up point for all orders of less than €75 are fixed and amount to €4.90 in mainland France and €7.50 in Belgium.

The returns

- Returns within 15 Days – free in Metropolitan France and Belgium –

Returns are made to the following address:

KEVA Store

771 VOIE GEORGES POMPIDOU 83300 DRAGUIGNAN - ZI

CS 60099

83304 DRAGUIGNAN CEDEX

1) You changed your mind

The conditions for your return to be admissible:

- Your request must be made and the package received by the shop within 15 days following the date of receipt of your order.

- The articles must not have been worn, used or washed, nor have undergone minimal deterioration, under penalty of being returned to you.

- Perfumes will not be taken back or exchanged without their original plastic packaging.

- The labels of the Keva brand and store must be hung on the items in the same way as they are received.

- The ideal is to return the items in their original packaging, if you have not kept it or if it has been damaged during delivery, be sure to pack and protect the items for transport.

ATTENTION: Only one return request per order will be taken care of by the shop, if you wish to make a second return later, on the same order, this will be at your expense.

The KEVA store reserves the right to return the items or to offer another consideration if one of these conditions is not respected.

How do I request a return?

You have a withdrawal period of 15 days upon receipt of your order to return items that have not given you complete satisfaction.
In order to facilitate the processing of your package, please enclose the goods return note
Where will be informed your wish for a REFUND or a REDUCTION VOUCHER (credit)

- Be connected to your Boutique Keva account

- Go to your customer account then to the “ORDERS” (commandes) menu

- Select the order for which you wish to make a return by clicking on the magnifying glass.

- Once on your order, select the items you want to return.

Fill in the reason for your return as well as your wish for a refund or a reduction voucher (credit) before validating your request.

When customer service has validated your request, you will be notified by email of the availability of the prepaid label in your customer account.

You will need to go to the “COLISSIMO LABELS” (étiquettes colissimo)menu then select and print the prepaid label relating to your order.

Then go to the "PRODUCT RETURNS"(retours produits) menu to print and include the goods return note in the package.

2) You noticed a defect upon receipt

First of all, rest assured that the entire Team Keva is particularly rigorous and attentive to the quality control of its products, from the moment when the goods arrive at our depot to the moment they are being prepared for your orders.

However, it is possible that a defect could have escaped our vigilance, and for this we are sincerely sorry but do not worry, we will find a solution.

How to proceed :

Above all, never remove the labels or wash a stained or defective item received before informing us, at the risk that your request will not be taken into account.

Make the return request via your customer account, indicating as much detail as possible that can explain the defect.

Our customer service will get back to you by email asking you to provide photos noting the defect(s), as well as a photo of the entire item where the 2 labels are visible (supplier and keva shop) and attached to the product as on the origin.

When your request will be processed by our customer service, several options will be available to you and at no additional cost on your part:

Return of the defective item at our expense.

We still have the item in stock, so it will be replaced.

We no longer have the item in stock, so upon receipt we will make the refund, or the possibility of a credit note.

3) You want to change size

The size ordered does not suit you and you wish to change it, subject to available stocks, we invite you to place a new order with the desired size and then to request a return for refund, the return conditions remain the same.

Refund and credit

- When will I be refund?
All returns are subject to quality control upon receipt, once the return has been accepted the process is as follows:

- The refund of an order, or returned items, is made within one week after the receipt of the return at our premises.

- The refund is made by the same method of payment as that used during the initial transaction.

- When the refund request is made to the payment platform, you will receive an informative email from this same platform (think of spam).

For refunds by credit card, it can take between 5 to 10 days depending on the bank for the amount to appear in your bank account.

- I would like a credit note = reduction voucher for a next order.

Upon receipt of your return and once checked and registered by our customer service, you will find in your customer account in the "DISCOUNT VOUCHER" (bon de réduction) menu the reduction code corresponding to the total amount of the returned items.
When you place a new order and find yourself at the basket summary stage, the discount codes saved in your customer account will be automatically offered to you.
This credit note is valid for 2 months from its creation date.

Where to find and how to proceed with my Colissimo prepaid label:

- For metropolitan France
When customer service has validated your return request, you must go to the “COLISSIMO LABELS” (etiquettes colissimo) menu, select and print the prepaid label relating to your order reference.
Then in the "PRODUCT RETURNS"(retours produits) menu to print and include the goods return note in the package.
Stick the prepaid label on the return package, then drop off the package at a post office or at a postal relay point.
Mailbox withdrawal by the postman is also possible. To do this, you must complete the form below via the official website of the Post Office.
https://www.laposte.fr/particulier/retourbal/formulaire
Find all the post office information here: https://www.laposte.fr/produits/presentation/envoi-colissimo-boite-aux-lettres

- For Belgium
When customer service has validated your return request, you must go to the "COLISSIMO LABELS"(étiquettes colissimo) menu, select and print the prepaid label relating to your order reference.
Then in the "PRODUCT RETURNS"(retours produits) menu to print and include the goods return note in the package.
Stick the prepaid label on the return package, then drop off the package at a post office.
The deposit of the parcel is done only in post office.