Refund policy
Courtesy translation: only the French version is legally binding.
RETURNS AND REFUND POLICY
1. Your right of withdrawal
Under Article L221-18 of the French Consumer Code, you have 14 days from receipt of your order to change your mind, without having to give a reason. This right applies to all items bought on starcowparis.com, including sale, discounted and limited-edition items.
2. How to return an item, step by step
Condition of returned items: to be refunded in full, items must be returned to us new, unworn, unwashed, complete, with all their tags and in their original packaging; for footwear, in their intact original shoebox, placed inside a shipping carton. An item that has been worn, even slightly, or is damaged, incomplete or returned without its original shoebox (or with a damaged or marked box) is subject to a deduction proportionate to its loss of value, which may reach 100% of its value if it can no longer be resold (see section 4). These conditions do not restrict your right of withdrawal itself.
- Let us know within 14 days of receipt: by email at sav@starcowparis.com, by phone at +33 1 88 13 20 82 (press 2), from our returns portal, or using the withdrawal form at the bottom of this page. Give your order number and the items concerned.
- Prepare your parcel: the item must be new, unworn, unwashed, complete, with all its tags and in its original packaging. For footwear, place the intact original shoebox (including tissue paper, laces and accessories) inside a shipping carton: never stick a label directly on the shoebox. Put your order number inside the parcel.
- Send the parcel back no later than 14 days after informing us, to the following address:
Starcow Paris – Service retours
41 rue Berger
75001 Paris – France - Keep your proof of postage until you are refunded.
3. Return costs
Return shipping costs are paid by you. We strongly recommend a tracked service: you remain responsible for the parcel until it is received by our team.
4. Condition of returned items
Every return undergoes a quality check on receipt. The item must reach us new, unworn, unwashed, complete, with all its tags and in its original packaging. For footwear, the original shoebox is an integral part of the product: it must reach us intact, with the tissue paper, laces and accessories, with no shipping label stuck on it, inside a shipping carton.
You may try the item on as you would in a shop, indoors; footwear only on a clean, smooth surface. Under Article L221-23 of the French Consumer Code, an item that has been worn, even slightly (marked soles, creases, odour, dirt), or is damaged, incomplete, or returned without its original shoebox or with a damaged or marked box, is subject to a deduction proportionate to its loss of value, which may reach 100% of its value if it can no longer be resold; it may then be sent back to you at your request and at your expense. We inform you of the amount of the deduction beforehand, with photos, and you may submit your observations. These conditions do not restrict your right of withdrawal itself.
5. Refunds
We refund all amounts paid, including initial delivery costs at the standard rate (the extra cost of a more expensive delivery method you may have chosen is not refunded), no later than 14 days from the day you informed us of your withdrawal.
Under Article L221-24 of the French Consumer Code, the refund may be withheld until we have received the returned item or until you have supplied proof of having sent it back, whichever is earlier.
Refunds are made to the payment method used for the order. For payment in instalments with Alma, the refund is passed on to Alma, which adjusts or cancels your instalments.
6. Exchanges
We do not offer direct exchanges at the moment. To get another size, return the item following the procedure above and place a new order.
7. Non-returnable items
Under Article L221-28 of the French Consumer Code, the following are excluded from the right of withdrawal:
- personalised items or items made to your specifications (3°);
- for hygiene or health protection reasons, underwear, socks and swimwear sold in sealed packaging, once the packaging has been opened (5°).
8. Faulty or non-conforming item, or error on our part
Contact us upon receipt at sav@starcowparis.com, with photos. You benefit from the legal guarantee of conformity (Articles L217-3 et seq. of the French Consumer Code) and the guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code). In this case, return costs are paid by us and we offer you repair, replacement or a refund, under the conditions provided by law.
9. Damaged or missing parcel
If your parcel arrives opened or damaged, record precise reservations with the delivery driver, take photos and let us know the same day.
If tracking shows "delivered" but you have not received anything, contact us: we will open an investigation with the carrier. You will be asked for a written statement of non-receipt.
10. Fraud and abusive refund attempts
We systematically check every return and every claim. For this purpose, we keep all relevant evidence, including carrier tracking and delivery data, proof of drop-off and delivery of parcels, and the inspection of returned items upon receipt.
Fraud includes, in particular:
- returning, in place of the item ordered, a different or counterfeit item;
- returning an empty parcel or an item unrelated to the order;
- falsely claiming that a parcel was not received or arrived empty;
- abusively disputing a payment with one's bank ("chargeback") for an order delivered as described;
- using a third-party "refund service" or any scheme aimed at obtaining a refund without returning the item.
Fraud is only established on objective evidence, after you have been informed of the facts alleged and invited to submit your observations within 10 days. Where fraud is established, we may refuse to refund items not returned or substituted and send back to you, at your expense, any item received in place of the item ordered, file a criminal complaint and pass relevant evidence to the competent authorities and the payment providers concerned, claim compensation for the damage suffered and refuse any future order. Fraud and attempted fraud are punishable by five years' imprisonment and a fine of €375,000 (Articles 313-1 and 313-3 of the French Criminal Code).
Returning an item that has been worn, is incomplete or has lost value falls under section 4 (deduction), not under fraud.
These checks do not affect in any way the right of withdrawal of customers acting in good faith.
11. Mediation
If a dispute cannot be resolved with our customer service, you may refer it free of charge to the consumer mediator: CM2C – Centre de la Médiation de la Consommation de Conciliateurs de Justice, 49 rue de Ponthieu, 75008 Paris, France – www.cm2c.net – secretariat@cm2c.net. The mediator can be contacted online or by post, after a written complaint to our customer service has not been resolved, and no later than one year after that complaint.
12. Contact us
Email: sav@starcowparis.com
Phone: +33 1 88 13 20 82 (press 2 for after-sales service)
Withdrawal form
(complete and return this form only if you wish to withdraw)
To JUST COW (STAR-COW), Service retours, 41 rue Berger, 75001 Paris, France – sav@starcowparis.com:
I hereby give notice that I withdraw from my contract for the sale of the following goods:
Ordered on / received on: …
Order number: …
Customer name: …
Customer address: …
Signature (if sent on paper): …
Date: …