Returns
At Welcome, you have 14 days after receiving your order to return an item if it does not suit you. Return shipping costs are the responsibility of the customer (except for defective products or errors on our part).
Return Conditions
- Items must be new, unworn, unwashed, with original tags and complete original packaging.
- Partial returns of an order are accepted.
- Keep your proof of deposit and tracking number until your refund is processed.
Non-returnable items
- Gift cards.
- Personalized items.
⚠️ Shoe boxes are part of the product: please place them in a protective cardboard box.
Exchanges
- Online: make a return, then place a new order for the desired item.
- In store (24 Rue De Brest, 69002 Lyon): immediate exchange possible depending on availability. Bring your invoice or order number.
Return procedure (online)
1 - Log in to your customer account: My account → My orders.
2 - Open the relevant order then click on "Request a return" (or contact us if the option does not appear).
3 - Carefully package the items (protected shoe box) and include the invoice.
4 - Ship with a tracked carrier to the return address below.
Keep proof of shipment until refund.
Tip: opt for Colissimo Suivi or equivalent with insurance depending on the value.
Return address
WELCOME – Returns Department
24 Rue De Brest, 69002 Lyon
France
Deadlines & refund
Upon receipt and quality control (3–5 business days), we will validate the return.
The refund will be issued within 3–10 business days to the original payment method.
Initial shipping costs are not refunded (except for 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 inform you of the procedure to follow (possible prepaid return label and exchange or refund).
International returns (outside mainland France)
Returns are at your expense.
Clearly indicate "RETURNED GOODS – NO COMMERCIAL VALUE" on the package to avoid customs duties.
Any taxes/duties are not refunded by Welcome. Contact the carrier or customs for possible recovery.