Returns and Refunds
Every piece we sell is made and embroidered to order in our workshop in Lozère, France. This page sets out when an order can be sent back, when it cannot, and how we handle it. It forms part of our terms and conditions of sale.
In short
| Your order | Can it be returned? | Deadline |
|---|---|---|
| A piece embroidered with your own wording, or a tablecloth cut to your measurements | No, unless faulty or wrong through our error | — |
| A catalogue piece with no personalised embroidery | Yes, no reason needed | 14 days from delivery |
| A piece that arrives damaged, faulty or not as ordered | Yes, always, personalised or not | 2 years (statutory guarantee) |
Why a personalised piece cannot be taken back
When you give us a name, a date or a word to embroider, or the measurements for a tablecloth, we make an object that did not exist before your order and that nobody else will buy. French law provides for this expressly: article L221-28 3° of the Consumer Code excludes from the right of withdrawal "the supply of goods made to the consumer's specifications or clearly personalised".
In practice, an order falls outside the right of withdrawal as soon as it includes either of the following:
- embroidered wording that you typed in, however short;
- tablecloth dimensions that you supplied yourself.
By contrast, choosing a colour, a catalogue size or one of our ready-made motifs does not make a piece personalised: those orders remain fully returnable. Where only one piece in a set is embroidered, only that piece is affected.
We flag this exclusion on the product page before you order, then again at checkout, where we ask you to acknowledge it expressly. Without that twofold notice the exclusion would not apply.
Withdrawing within 14 days
For any order that does not fall into the case above, you have 14 days from delivery to change your mind, with no reason to give and no penalty to pay. If your order arrives in several parcels, the period runs from the last one received.
To exercise this right, write to us at bonjour@nahen.fr before the deadline. You may use the form further down this page, though you are not obliged to. A clear sentence is enough: what matters is that your intention is unambiguous and that we can date its receipt.
You then have a further 14 days to send the piece back.
Sending an order back
Write to us first: we will give you a return number to enclose with the parcel. A parcel sent back without prior agreement reaches us with no way of matching it to an order, which delays your refund.
Then send the piece to the following address, in its original packaging, complete and in the condition in which you received it:
nähen SARL — Return no. …
Le Martinet
48160 Saint-Michel-de-Dèze
France
Return postage is at your expense, except where the return follows a fault, an error on our part, or a piece that does not match your order: in those cases we refund it on production of the postage receipt. We recommend a tracked service — until the parcel reaches us, it travels at your risk.
A piece that comes back washed, used, stained, damaged or incomplete can no longer be sold. We will return it to you without a refund, explaining what we found.
Your refund
We refund you within 14 days at the latest of receiving the piece back, or of your supplying proof of dispatch if that reaches us sooner. The refund is made using the same means as your payment, at no cost to you.
The amount covers the price of the piece and the outbound delivery charge you paid, up to the cost of our standard delivery option. If you chose a faster service, the difference remains at your expense. On a partial return, delivery charges are not refunded where the rest of the order is kept.
If you used loyalty points or a promotional code, the refund covers the sum actually paid. Points spent on the order are credited back to you, and points the order had earned are cancelled.
Faulty, damaged or incorrect items
This has nothing to do with withdrawal and applies to every piece, personalised ones included. If your order arrives damaged, shows a manufacturing fault, or does not match what you asked for — a colour other than the one ordered, a misspelt embroidery where the wording you sent was correct — write to us at bonjour@nahen.fr with your order number and a photograph. We will remake the piece or refund you, return postage included, and the choice is yours.
You benefit from the statutory guarantee of conformity for two years from delivery, and from the guarantee against hidden defects. Both are set out in the corresponding article of our terms and conditions of sale. They apply regardless of any other condition on this page.
As our pieces are sewn and embroidered by hand, slight variations in shade, embroidery placement or finish from one item to the next are part of handmade work and are not defects. Normal wear, shrinkage from washing above the temperature shown on the label, or an iron passed over the embroidery are likewise not covered.
An order that never arrived
You receive an email when your parcel leaves the workshop. Colissimo tracking can take up to twenty-four hours to update. If five working days after the estimated delivery date you still have nothing, write to us with your name and order number: we will open an enquiry with La Poste and, if the parcel is declared lost, we will remake it or refund you.
An incomplete or incorrect address entered at checkout prevents delivery and sends the parcel back to us. We can send it out again for a further postage charge.
Exchanges
We do not run direct exchanges: as each piece is made to order, we treat your return as a refund and you place a new order whenever you wish. That leaves you free to change item, colour or size without waiting.
Withdrawal form
You may copy this form into your email. Using it is not compulsory.
To nähen SARL, Le Martinet, 48160 Saint-Michel-de-Dèze, France — bonjour@nahen.fr
I hereby give notice that I withdraw from the contract for the sale of the following goods:
Ordered on: …
Received on: …
Order number: …
Item(s) concerned: …
Consumer's name: …
Consumer's address: …
Date: …
Any questions
Write to us at bonjour@nahen.fr or use our contact page. We reply quickly, and always in person from the workshop.