Refund policy

Last updated: 3 October 2026

At PRESTIGE FETCH, a piece that does not suit you should never become a burden. You have fourteen days to change your mind, and we cover the cost of the return: we send you a prepaid label, so you pay nothing out of pocket.

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At a glance

1. Right of withdrawal

You have 14 days from delivery to tell us you wish to return your order, without giving any reason. You then have a further 14 days to send the piece back to us.

To be refunded in full, the item must reach us in its original condition:

• unworn, unused, unwashed, and free from perfume or any other odour;
• in its original packaging, including box, dust bag and authenticity cards;
• with all tags and security seals attached and unaltered.

For hygiene reasons, earrings, swimwear and underwear whose protective seal has been removed cannot be taken back.

The security seal guarantees that a piece has not been worn. If a piece comes back with its seal removed, worn or damaged, we may deduct from the refund an amount corresponding to its loss in value. Where the piece can no longer be sold, we will contact you and may send it back to you instead.

You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature and characteristics of the piece — as you would in a boutique.

2. How to proceed

2.1 Request your return
From your account: sign in with the email address used for your order — we send you a one-time code, no password needed, even if you ordered as a guest. Open the order and select Request a return. You may also write to concierge@prestigefetch.com, quoting your order number.

2.2 Receive your label
Within 24 working hours, we email you a prepaid return label, issued from your address to the warehouse that dispatched your order. You pay nothing.

2.3 Drop off the parcel
Repack the piece, attach the label, and drop the parcel at the carrier point indicated. For the fastest refund, we recommend doing so within 5 days of receiving the label. Keep your proof of postage until the refund reaches you.

The label is what ties your return to your order. A parcel sent without our label, with another carrier or to another address travels at your own cost and risk, and may reach us with no way of identifying it.

3. Faulty or incorrect items

Every order is checked before dispatch. If the piece you receive is damaged or does not match your order, we invite you to write to us within 48 hours at concierge@prestigefetch.com, attaching photographs of the item and of the security seal, so we can act as quickly as possible.

We cover the return and offer you, at your choice, a replacement or a full refund. This does not limit your statutory guarantee of conformity, which lasts two years from delivery, nor the guarantee against hidden defects.

4. Refund

As soon as your return is received and inspected by our logistics centre, we notify you by email. The refund is issued to your original payment method within 5 to 10 business days, and covers everything you paid, including the original delivery costs.

If your order was paid in instalments with Klarna or PayPal, the refund is passed to the provider, which adjusts or cancels the remaining schedule.

5. Our logistics centres

Returns are handled by the European warehouse that dispatched your order. Its exact address appears on the prepaid label we send you — please use only that label, and never copy an address from another source.

Our administrative office — 78 avenue des Champs-Élysées, Bureau 326, 75008 Paris — does not receive returns. A parcel sent there can be neither accepted nor refunded.

6. Promotional items

Pieces bought during a promotion or a sale enjoy exactly the same right of withdrawal, on the same terms and within the same 14 days.

7. Disputes

Should a disagreement remain unresolved by our Concierge team, you may bring the matter before the competent courts, without prejudice to the protective rules of your country of residence.

In accordance with Articles L.612-1 et seq. of the French Consumer Code, if you have contacted us in writing without receiving a satisfactory response, you may refer the matter free of charge to the consumer mediator:

CM2C
49 rue de Ponthieu, 75008 Paris, France
Phone: +33 1 89 47 00 14
Email: litiges@cm2c.net
Online referral: www.cm2c.net/declarer-un-litige.php

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