• How can I return my order?

  Go to our returns procedure page with your order number and email address, and follow the instructions. To ensure that your return is processed quickly: Labels must be present and still attached to the returned items. Fold the products carefully and place them in their protective bag (transparent plastic bag). Put everything in the packaging you received or in another packaging of your choice. Close the paSome readers

• Is it possible to exchange an item?

  We do not do exchanges. To make an exchange, you must make a return and order the new item(s) you require. Once the product(s) has/have been returned to our premises, you will receive a full refund, provided that your return complies with the return eligibility conditions. Related answers: What are the return conditions? How can I return my order?Some readers

• When I return an item, do I get a 100% refund?

  We will issue a full refund for all returned products if they meet the conditions for return eligibility. However, if shipping costs were paid when the order was placed, these will not be refunded. Related answers: What are the return conditions? How can I return my order? When and how will I receive my refund? (/en/article/quand-et-commentSome readers

• I have received a faulty or damaged item. How do I make a claim?

  We are sorry if your item arrived damaged or faulty. Please let us know by emailing us at bonjour@ker-sun.com. To ensure that your request is dealt with as quickly as possible: Indicate the item concerned by the defect as well as your order number. Attach photos of the fault to your email. This will enable us to find a solution for you as quickly as possible. We guarantee a response within 24 working hours.Some readers

• When and how will I receive my refund?

  Once the parcel has been received at our premises, the returned products will be inspected and validated for return eligibility. Please allow 7 working days for your return to be processed. Once the return has been validated, we will initiate the refund. You will be notified by email. The refund will be made to the customer's original method of payment.* *If you paid for your order by bank transfer, please send us your bank details so that we can refund you as quickly as pFew readers

• Are the shipping costs for my return free?

  We offer return transport for all returns from : Metropolitan France Belgium Germany Austria Luxembourg The Netherlands Spain Italy Sweden Denmark To obtain a free returns label, please follow our returns procedure, which you can find here. IMPORTANT: If return transport costs have been paid because you made your return without downloading one of our labels, these will not be reimbursed. For otherFew readers

• What are the return conditions?

  We will provide a full refund for all returned products if they meet the eligibility conditions below. Conditions of eligibility for returns : Items returned must be in new condition with tags still attached. No exceptions. You must have received the order less than 15 days ago to request a return. Items may be tried on without removing the tags. Items tried on for size are not considered worn. We reserve the right to refuse a return if it shows damage or fFew readers

• How do I get my refund if I have changed bank cards?

  By default, we can only issue a refund for your order or return using the payment method that was used to place the order. If you have changed your bank card in the meantime, but have kept the same account with the same bank, the amount refunded will automatically be redirected and credited to the bank account associated with the card that was initially debited, even if the card is inactive or has been blocked. If this is not the case, you can also contact your bank, which will take caFew readers

• How does the refund work if I paid on credit with Alma?

  There are two possibilities for a refund when you have paid for your order with Alma: You have paid for your order in full and all direct debits have been made: the refund is made in the classic way in a single instalment. You have not finished paying for your order and direct debits are still in progress: the amounts of the instalments already paid are refunded to you and the instalments not yet paid are cancelled. Once the refund of your purchase has been initiated, youFew readers

• Can I return several orders at the same time?

  When returning items from different orders, we encourage you to make a single return for all the items concerned. This ensures that your returns are processed more quickly and reduces the environmental impact of returning an order. To do this : We invite you to follow the procedure for making a return by going to https://www.ker-sun.com/en/pages/retours-et-echanges with one of your order numbers and email address, and let yourself be guided. You can then returnFew readers

• How can I track my return?

  To track your return, you can refer to the tracking number on your return label and go to the Chronopost website, then click on color 1985a1 (Track a parcel). Once on the Chronopost website, enter the tracking number you can find on your return label, starting with "XT". If the tracking indicates "Delivered", your parcel has been received in our warehouse and will be processed as soon as possible. Related answeFew readers