1. General Policy
This policy applies to all purchases made through L’ENSEMBLE, including in-store and online orders, unless otherwise stated. By completing a purchase, the customer agrees to the terms outlined herein. L’ENSEMBLE reserves the right to update or modify this policy at any time without prior notice.

2. In-Store Returns & Exchanges
Items purchased in-store are eligible for return or exchange within 7 days of purchase, provided they meet all return conditions.
Eligible outcomes:
- Refund to original payment method
- Store credit
- Exchange
Cash transactions are eligible for store credit or exchange only.
All items must be:
- Unworn and unused
- In original condition
- With all original tags and packaging intact

L’ENSEMBLE reserves the right, at its sole discretion, to refuse any return that does not meet these conditions or shows signs of wear, use, or alteration.

3. Online Returns – Eligibility & Timeframe
All online purchases, including full-price and sale items (where eligible), must be returned within 7 days of delivery, either by mail or in-store.
To be eligible for return, items must:
- Be unworn, unused, and in original condition
- Include all tags, packaging, and protective materials
- Show no signs of wear, damage, or alteration

All returns are subject to inspection upon receipt. L’ENSEMBLE reserves the right to reject any return that does not meet these conditions.

4. Final Sale Policy
The following items are strictly final sale and are not eligible for return, refund, store credit, or exchange under any circumstances:
- Archive Sale merchandise
- Items discounted by 60% or more
- Sale items purchased with promotional codes (including but not limited to “Welcome to
L’ENSEMBLE 10%”)
- Candles
- Jewelry
- Glassware, ceramics, and selected objects

This policy applies to both in-store and online purchases. Final sale status applies regardless of condition.

5. Swimwear & Intimates
For hygiene reasons, briefs, swimsuits, and bikini bottoms must be tried on over underwear only. All items must retain their protective adhesive strip intact.
Swimwear and intimates are eligible for return only if:
- They are not marked final sale
- They meet all general return conditions outlined in this policy

L’ENSEMBLE reserves the right to refuse returns that do not comply with hygiene requirements.

6. Return Process (Online Orders)
To initiate a return, customers can choose one of two ways:
1.  Online (self-serve): Log in to your account at lensemble.us, navigate to your order, and click "Request a Return" from your order status page
2.  By email: Contact us at returns@lensemble.us with the following:
- Order number (subject line: “Return Request – [Order Number]”)
- Item(s) to be returned
- Reason for return

Returns will only be processed once approved and accompanied by a Return Authorization.

U.S. Returns
- A prepaid return label may be issued
- A fee of $15–$30 (depending on package size/weight) applies and will be deducted from the refund
- Customers may alternatively use their own carrier at their expense

L’ENSEMBLE is not liable for:
- Lost
- Stolen
- Damaged returns shipped via third-party carriers chosen by the customer.

International Returns
- Customers are responsible for all return shipping costs
- Tracked shipping is required
- A Return Authorization Number must be included inside the package
L’ENSEMBLE is not responsible for international return shipments lost in transit.

7. In-Store Drop-Off (Online Orders)
Online returns may be dropped off in-store during business hours, provided they fall within the eligible return window. Returns outside of the return window will not be accepted.

8. Refunds
Approved returns will be processed within up to 5 business days of receipt and inspection. Refunds will be issued to the original payment method only.

Items purchased via Shop Pay Instalments (Affirm):
- Refunds are issued to the original payment method
- Store credit is not available
- Customers remain responsible for all instalment obligations as agreed with Affirm

9. Exchanges
L’ENSEMBLE does not process direct exchanges. Customers wishing to exchange an item must:
1. Return the original item following standard return procedure
2. Place a new order for the desired item

10. Order Cancellations
Orders may be cancelled provided they have not yet been fulfilled. Cancellation requests can be submitted in one of two ways:
1. Online (self-serve): Log in to your account at lensemble.us, navigate to your order, and submit a cancellation request directly from your order status page
2. By email: Contact us at orders@lensemble.us with your order number and reason for cancellation
Orders that have shipped cannot be cancelled. All Archive Sale and Final Sale items are non-cancellable once purchased.

11. Missed Delivery / Uncollected Packages
L’ENSEMBLE’s return window begins from the date of delivery. 
If a package is:
- Not accepted
- Missed during delivery attempts
- Not collected from carrier within holding period (typically 10 days)

L’ENSEMBLE does not guarantee eligibility for refund.
Eligible items may be considered for store credit at L’ENSEMBLE’s discretion.

Any reshipment of an uncollected or refused shipment is made solely to complete the original order and does not create a new return, cancellation, or refund period.

Returned Shipments
- U.S. orders returned to L’ENSEMBLE may be reshipped for a fee ($15–$30 depending on size/weight)
- International orders returned due to unpaid duties or refusal are not eligible for refund

L’ENSEMBLE is not responsible for delays, refusal, or non-collection of shipments.

12. EU Customers – Right of Withdrawal
For EU customers, you have the right to withdraw from your purchase within 14 days of delivery, without providing a reason. You then have a further 14 days to return the item(s).

Items must meet all standard return conditions outlined in this policy. Return shipping and applicable duties are the customer's responsibility. Refunds are processed within 14 days of receiving the return, including your original outbound shipping cost. Final Sale items are not eligible.

If your order is already in transit, the withdrawal period begins from delivery, not dispatch. Refusing delivery does not constitute a withdrawal.

To initiate a withdrawal, complete the form below:

To: L'Ensemble LLC, 99 Water Street, Brooklyn NY 11201 / returns@lensemble.us
I withdraw from my contract of sale of the following goods:
Ordered on: _______________ Received on: _______________ Order number: _______________
Name: _______________ Address: _______________ Date: _______________

13. Damaged or Defective Items
Customers must notify returns@lensemble.us immediately upon receipt of any damaged or defective item.

L’ENSEMBLE will review each case individually and provide an appropriate resolution.

14. Colour Accuracy Disclaimer
While L’ENSEMBLE strives to accurately represent product colours, variations may occur due to screen settings, device types, and display differences. Such variations are not considered defects.

15. Contact
For all return-related enquiries:
returns@lensemble.us

For order cancellations:
orders@lensemble.us