Politique de remboursement

Return and Refund Policy – Idole Lebanon

At Idole Lebanon, every order is prepared with care to provide a meaningful and premium experience. This policy explains when cancellations, returns, replacements, store credit and refunds may be available.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

1. Before Requesting a Return

Please contact us before returning any product:

Email: support@idolelb.com
WhatsApp: +961 3 881 378

Include your order number, a description of the issue and, where relevant, clear photographs of the product, packaging and delivery condition.

Do not return products without receiving instructions from us. Our registered office in Wyoming is not a return address, retail store or collection point.

2. Flowers and Perishable Products

Flowers, plants, cakes, sweets, food products and other perishable or time-sensitive products cannot be returned for a change of mind.

If a product arrives damaged, incorrect, defective or materially different from its description, please contact us within 24 hours of delivery for Lebanon orders and 48 hours of delivery for international orders.

We may request photographs or other reasonable evidence to assess the issue. After reviewing the claim, we may provide an appropriate remedy, which may include:

A replacement.
Correction or redelivery.
Store credit, with the customer’s agreement.
A partial refund.
A full refund.

The appropriate solution will depend on the nature of the problem, product condition, delivery circumstances and applicable consumer law.

Natural or minor variations in flowers, handmade products, colours and seasonal materials do not constitute a defect when the overall quality, value and character of the product have been maintained.

The reporting periods above help us investigate perishable-product concerns promptly. They do not remove any mandatory rights that cannot legally be limited.

3. Non-Perishable Products Delivered Within Lebanon

For eligible non-perishable products delivered within Lebanon, a change-of-mind return may be requested within 3 calendar days of delivery.

To qualify, the product must be:

Unused, unworn and unwashed.
In its original condition.
In its original packaging with all labels, accessories and components.
Accompanied by proof of purchase.

Return delivery costs are the customer’s responsibility for change-of-mind returns. If we supplied an incorrect, damaged or defective product, Idole Lebanon will cover reasonable return or replacement delivery costs.

4. International Orders

Perishable, food and personalized products are not eligible for change-of-mind returns for international orders.

For eligible non-perishable products delivered internationally, a change-of-mind return may be requested within 14 calendar days of delivery. The product must be unused, unworn and unwashed, in its original condition and packaging, with all labels, accessories and components, and accompanied by proof of purchase. Customers must contact us before returning anything and follow the return instructions provided.

Return postage and packaging are the customer’s responsibility for change-of-mind international returns. Idole Lebanon will cover reasonable return or replacement delivery costs if the product is defective, damaged or supplied incorrectly, or where applicable law requires otherwise. Any mandatory consumer right that provides a longer return period remains applicable.

If an international order arrives damaged, incorrect or defective, contact us within 48 hours of delivery and provide clear photographs of the item, packaging and shipping label. Please retain all packaging until the claim has been reviewed.

5. Personalized and Custom-Made Products

Personalized, engraved, printed, made-to-order or custom-produced products cannot be returned or refunded for a change of mind.

This includes products made using customer-provided photographs, names, messages, sizes, colours or other customization instructions.

A personalized product may still qualify for a replacement, correction or refund if:

It arrives damaged or defective.
We produced it incorrectly compared with the information submitted and accepted.
It is materially different from the confirmed order.

We are not responsible for spelling, image-quality or personalization errors contained in the information supplied or approved by the customer.

6. Non-Returnable Items

Unless defective, incorrect or otherwise protected by mandatory law, the following items are not eligible for return:

Flowers, plants and other rapidly perishable products.
Cakes, sweets, food and other consumable products.
Personalized, customized or made-to-order products.
Opened personal-care, cosmetic or hygiene products.
Used, worn, washed, damaged or incomplete products.
Gift cards.
Items marked “Final Sale” before purchase.

Promotional or discounted products are not automatically excluded from remedies when they are defective, damaged or supplied incorrectly.

7. Order Cancellations and Changes

Orders may be cancelled or changed only before purchasing, preparation, personalization, production or fulfilment has begun.

Same-day and next-day delivery orders often enter preparation shortly after payment, so cancellation or modification may not be possible.

Personalized-product cancellations are not available after production has started. Supplier costs, customization fees or other non-recoverable costs may be deducted where permitted by law and communicated to the customer.

Contact us as soon as possible if you need to cancel or change an order. We will confirm whether the request can be accommodated.

If Idole Lebanon cancels a paid order before fulfilment, the applicable amount will be refunded to the original payment method.

8. Failed Delivery and Redelivery

Customers are responsible for providing complete and accurate recipient information, including the delivery address, telephone number and relevant access instructions.

Additional charges may apply when delivery fails because of:

An incorrect or incomplete address.
Incorrect recipient contact details.
Recipient unavailability.
Refusal of delivery.
Restricted access to the delivery location.
Failure to respond to reasonable delivery-contact attempts.

For perishable products, redelivery or replacement may not be possible after an unsuccessful delivery attempt. Any available solution will be assessed according to the circumstances.

This section does not apply when the delivery failure was caused by Idole Lebanon or its delivery provider.

9. Return Authorization and Shipping

All returns require prior authorization from Idole Lebanon.

If a return is approved, we will provide the correct return instructions and destination. Products sent to an unauthorized address may not be accepted or refunded.

Customers should use a tracked shipping service for return shipments. We are not responsible for returned products lost or damaged before reaching the authorized return destination, except where applicable law provides otherwise.

10. Refunds

Once an approved return or claim has been reviewed, we will notify you of the outcome.

Approved refunds will be initiated to the original payment method within 5–10 business days. After we initiate the refund, your bank or payment provider may require additional time to post the funds to your account.

Original delivery charges and return costs are refundable only where required by applicable law or where the return results from an error, defect or issue attributable to Idole Lebanon.

Store credit will be offered only as an option and will not replace a refund where the customer is legally entitled to one.

11. Refund Delays

If an approved refund has not appeared after the stated processing period:

Check your bank or payment account again.
Contact your card issuer or payment provider.
Contact us at support@idolelb.com with your order number.

12. Contact Us

For cancellation, return, replacement or refund requests, contact:

Idole Lebanon LLC
Email: support@idolelb.com
WhatsApp: +961 3 881 378
Website: https://idolelb.com