Returns
At Welcome, you have 14 days from receipt of your order to return an item if it doesn't suit you. Return shipping costs are the customer's responsibility (except for defective products or errors on our part).
Return conditions
- Items must be new, unworn, unwashed, with original tags and all original packaging.
- Partial returns of an order are accepted.
- Keep your proof of postage and tracking number until your refund is issued.
Non-returnable items
- Gift cards.
- Personalized items.
⚠️ Shoe boxes are part of the product: place them inside a protective shipping box.
Exchanges
- Online: return the item, then place a new order for the item you want.
- In store (24 Rue De Brest, 69002 Lyon): immediate exchanges may be possible, subject to availability. Bring your invoice or order number.
How to return an item (online)
1 - Log in to your customer account: My account → My orders.
2 - Open the relevant order, then click “Request a return” (or contact us if the option isn't available).
3 - Carefully pack the items (protect the shoe box) and include the invoice.
4 - Ship the package using a carrier that provides tracking to the return address below.
Keep the proof of postage until your refund is issued.
Tip: use Colissimo Suivi or an equivalent tracked service, with insurance based on the value of the items.
Return address
WELCOME – Returns Department
24 Rue De Brest, 69002 Lyon
France
Processing times & refunds
Once we receive and inspect your return (3–5 business days), we will approve it.
Your refund will be issued to your original payment method within 3–10 business days.
It includes the price of the returned items and the original shipping costs, based on the standard shipping rate.
For a partial return, the original shipping costs are refunded only if the entire order is returned.
Defective product or order error
If your item is defective or the order you received is incorrect:
Contact us within 48 hours and include photos of the defect/package.
After reviewing your case, we will let you know what to do next (including a prepaid return label and an exchange or refund, if applicable).
International returns (outside mainland France)
Return shipping costs are your responsibility.
Clearly mark the package “RETURNED GOODS – NO COMMERCIAL VALUE” to avoid customs duties.
Any taxes/duties are not refunded by Welcome. Contact your carrier or customs office to ask about a possible refund.