FAQ (Returns, Orders...)

1. HOW TO MAKE A RETURN?

Don't like the item you bought? No worries, you can return it :)

In accordance with article L2215 of the Consumer Code, you have 14 days from receipt of your package to return your items to us. After this period, returns will not be accepted.

Return shipping costs are the responsibility of the customer.

Items must be in perfect condition, unworn, unwashed, unstained with their tags and in their original packaging. If any of these criteria are not met, we reserve the right to refuse the return.

Returns can be made via Mondial Relay or La Poste (we are not responsible for lost returns).

We offer two return options: via Mondial Relay or La Poste . Fill in the slip here , indicate the date and order number, or include your contact details on a blank sheet of paper mentioning your order number.
You must have a Mondial Relay account to register and make your return.

Create your return:

For Mondial Relay from France: you must create your return here
For Mondial Relay from Belgium: you must create your return here

For La Poste: send your return to the following address:
LOICIA
28 rue Condorcet
95150 TAVERNY, France

⚠️ When returning shoes, the box must be imperatively wrapped (no shipping label should be stuck directly on the box). If this condition is not met, the return will be refused.

Since 04/07/2024, for orders placed by Colissimo (in France), you can generate a return label directly in your customer area. The amount of the return label (€9) will be deducted from your refund.

The amount corresponding to the order will be refunded excluding delivery costs.

In the event that the package is returned to the sender, it will no longer be sent back to the customer, and if shipping costs were offered, the amount of shipping costs will be deducted from the refund.

If advice is requested from Loïcia, this does not in any way engage our responsibility if the size is not suitable.

For more information, please consult the T&Cs

2. REFUND PERIOD

After receipt and verification of the return, we will proceed with a refund within a maximum of 14 days (excluding LOICIA company holidays).

When making a return, the shipping costs paid for the order will not be refundable.

In case of using a promo code, the amount will be deducted from the total refunded amount.

3. IS IT POSSIBLE TO MAKE EXCHANGES?

Here are the conditions for making an exchange:
Exchanges exclusively concern our Curve shoe creations.
An exchange form is available on our product pages, to be completed and sent to our customer service by e-mail at sav@loicia.com
Exchange is only possible for the same model, subject to availability of the desired size for mainland France.
We offer free return shipping, a prepaid return label will be provided for drop-off at a relay point.

Free returns are only available once per order.

4. HAVE YOU RECEIVED A DEFECTIVE ITEM?

Please send a complaint by email to sav@loicia.com and we will ask you to attach photos of the product so that our customer service team can verify the defect.

The complaint must be made within a maximum of 2 days after receipt of the item.

Beyond that, your complaint cannot be taken into account.

In the event of a return of a defective item, and if the customer allows another item than the one initially agreed upon to be included, a fee of €8 corresponding to the weight of the excess will be deducted from their refund.

If the return was handled by Loïcia and after verification, the item is not defective, the return costs of €4.99 will be deducted from the refund.

5. QUESTIONS ABOUT DELIVERY?

Shipping takes 2 to 4 working days.

Delivery times are indicative:

Colissimo: 3 working days. The package is delivered without signature
Delivery to a relay point (Mondial Relay) for France and Belgium: 4 to 9 working days
The retention period for your packages at Mondial Relay points is reduced from 8 to 5 days

Delivery in metropolitan France

Standard delivery via Mondial Relay costs €4.99 (FREE for purchases of €80 or more (total basket amount with or without promotion)
Home delivery via Colissimo costs €9

Belgium

Delivery via Mondial Relay costs €7 (FREE for purchases of €120 or more (total basket amount with or without promotion)
Home delivery via Colissimo costs €9

Switzerland

Delivery via Colissimo with signature costs €17

Germany

Delivery via Chrono Relais Europe costs €12

Portugal

Delivery via Colissimo costs €17

Spain

Delivery via Chrono Relais Europe costs €17

Reunion Island

Delivery via Colissimo costs €22

Luxembourg

Delivery via Colissimo costs €12

Italy

Delivery via Chrono Relais Europe costs €8

LOICIA is not responsible for delays, losses, damages or theft of packages.

If the package appears to have been delivered, the carrier's record being authentic, no dispute relating to the delivery itself is possible.

LOICIA is unfortunately not responsible for carriers, no compensation will be made in case of delivery delay.

In case of non-receipt of a package within the indicated deadlines, an investigation is conducted with the carrier and can take several weeks. During this period, no refund or reshipment can be made.

In case of delivery dispute, the claim period with Loïcia is one month from the date of delivery.

6. IN CASE THE PACKAGE IS DAMAGED

Upon delivery, if you receive a package that has been damaged or stolen, you must write "subject to + the problem encountered (e.g. open bag, visible La Poste tape...)" on the delivery slip, then date and sign it. Remember to take a photo.

Otherwise, no claim can be taken into account.

In accordance with article L133-3 of the Commercial Code, you have a maximum of 2 days from the date of delivery (for shipments in France) to declare a claim to our after-sales service at sav@loicia.com, otherwise your claim will not be taken into account.

Remember to take photos of the damaged merchandise, photos of the inside of the package showing the internal protection and how the merchandise was secured, and photos of the outer packaging with the visible edge.

7. MONDIAL RELAY POINT

The choice of relay point is made after the payment confirmation email you receive.

Redirecting my Mondial Relay order

Mondial Relay reserves the right to redirect packages to another relay point if the chosen one is overloaded. Unfortunately, we cannot intervene.

I did not collect my order from the relay point

If the package is returned to the sender, it will not be sent back to the customer.
If you choose delivery to a relay point and do not claim the package within the time limit, the package will not be sent back to you. A flat fee of €4.99 will be deducted from the refund, after deduction of delivery costs.
If shipping costs were free, a flat fee of €9.98 will be deducted as compensation.

8. ORDER CANCELLATION

We cannot cancel an order; you can refuse the package or return it at your own expense.

9. ABOUT YOUR ORDER

How to create an account?

Go to the menu and click on "Register"

Modification of orders

We cannot modify an order or combine it with another order.

Haven't received a confirmation email?

It is possible that the email is in your spam or that there is an error in your email address.
In this case, do not hesitate to send an email to sav@loicia.com

Can't see your orders in your customer area?

You must register as a customer before placing your order to access your orders.

How to track my order?

You can track the progress of your order using the confirmation email you received.
When the package is sent, you will be notified by email and the tracking number will be provided.
An SMS will be sent to you when your package is available at the relay point or an email from La Poste notifying you of delivery.

10. PAYMENT IN INSTALLMENTS

Installment payments are managed by Scalapay.
In case of a return, if you paid with Scalapay, the refunded amount will be deducted from your upcoming installments if there are any remaining.
For any questions, please contact Scalapay at support-fr@scalapay.com

11. LOYALTY PROGRAM

We have set up a loyalty program reserved for consumers who already have a customer account with us.
This program allows you to accumulate points with each purchase on our site. Points are calculated on the amount of your order excluding taxes (excluding shipping costs).

1 point for every €1 spent
200 points = €5 discount on your next order
Your points are valid for 6 months from the date of acquisition

In the event of an item return, the points earned on the order concerned will be automatically deducted from your balance.

When you accumulate enough points, you can convert them into a promotional code usable only on our site.
💡 To convert your points, click on the small gift icon on the homepage.

We reserve the right to modify the value of a point or the terms of the program at any time.

12. ABOUT THE SITE

Is the site secure?

Only payment by credit card and APPLE PAY are accepted.
PAYPAL is available on our site.
The site uses 3D Secure.
Credit card payments are made via the secure Stripe platform, which uses SSL protocol and PCI DSS Level 1 certification. Stripe complies with the European PSD2 directive and strong customer authentication.

13. WHERE ARE YOUR PRODUCTS MADE?

Products are manufactured in France, China, and Italy.

14. COMPETITION WINNERS

Items won in a competition are non-refundable and non-exchangeable.