To start the return process for your order, please enter your email address and WEB number below.

How do I return my order?

  • Enter your order number (beginning WEB) and e-mail address in the forms above and click 'Start'.
  • Follow the instructions and select the items you'd like to return.
  • If the items are damaged/faulty, please respond to the request e-mail with pictures of damage/fault so that we can approve your return request.
  • You will receive a confirmation e-mail with the shipping guidelines and shipping label once the return request is accepted by Clair De Lune.
  • You should return your parcel using your local Collect+ Drop Off Shop. 
  • If you are returning items from the EU, Ireland and the United States, you will need to arrange the return. We only offer collection for the mainland UK. Please include your packing slip and return your parcel to the following address:
    Clair De Lune

    Shentonfield Road Sharston Industrial Estate
    Wythenshawe
    Greater Manchester
    M22 4RW
    United Kingdom

How soon will I get my refund?

  • Once your return is received and has been inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If your refund is approved, then your refund will be processed, and a credit will automatically be applied to the original method of payment, within 5-10 working days.

Please note:

•  Returns from brand partners may be dealt with differently, please get in touch with our customer service team for more information regarding these.

•  Money guaranteed is not applied for brand partners' products.

•  Mattresses must be returned flat or we will take an additional charge. If your mattress is an Obaby mattress, it cannot be returned if unwrapped or unsealed unless faulty for hygiene reasons. 

•  Please note stands can only be return in original unbuilt condition. Stands that have been built will be rejected.

•  For international orders, customers are now responsible for all duties, taxes and custom clearance costs.

•  Please include your packing slip when returning your item to us.

If you require further assistance, please contact our Customer Service Team:
customerservices@clair-de-lune.co.uk

Return address:

Clair De Lune
Shentonfield Road Sharston Industrial Estate
Wythenshawe
Greater Manchester
M22 4RW
United Kingdom

*Please include your packing slip when returning your item to us.

Are there any charges for returning an item?

  • Shipping is free for damaged or faulty items only (please note, items will be inspected before your refund is processed).
  • You are responsible for the charges of the return shipping.
  • Return shipping is charged at £6, this will be deducted from your refund.
  • For returns that exceed 1 parcel or 10 kg, you will receive additional label, for that you will be also charged £6.
  • There may be additional charges for refused deliveries or mattresses which are not returned flat.
  • If your refund is rejected it is likely because it is cheaper for you to send through an alternative courier.

 

What items can be returned?

You can return your items within 14 days of receipt of your shipment:

  • They must be in original condition.
  • They must be unwashed and unused.
  • Mattresses must be returned flat.
  • If your mattress is an Obaby mattress, it cannot be returned if unwrapped or unsealed unless faulty for hygiene reasons. 
  • Please note stands can only be return in original unbuilt condition. Stands that have been built will be rejected
  • Please note that refunds take around 5-10 working days to appear in your account depending on your bank’s own processing periods.
  • Please include your packing slip when returning your item to us.

Can my order be cancelled?

If you want to cancel your order, please email us: customerservices@clair-de-lune.co.uk as soon as possible.

Please note, if your order is already proccessed we might not be able to cancel it.
In that case, you can request the return, following instruction above. The costs of shipping and return will still apply.