Lagoon Colors FAQ

Your order is delivered free of charge to your home and is processed and shipped within 24/48 hours. For some destinations, logistics rerouting may result in additional delays or costs – you will be informed of this when validating your cart.

You can track your parcel free of charge using the confirmation email which contains your order number and email address. Go to the Order Tracking page, fill in the form and click on TRACK.

Before your purchase, please choose your payment method carefully between Stripe and PayPal. We recommend PayPal to benefit from a refund guarantee in case of non-conformity or dissatisfaction with the product.

Under certain conditions, you can exchange your item or request a refund. In the event of a return, if you paid with Stripe, the costs are at your expense, while for purchases made with PayPal, the procedure is managed directly by PayPal.

For more information, please consult our refund policy or contact our customer service.

We deliver worldwide. However, we reserve the right to refuse certain orders if the destination does not guarantee quality tracking.

All our international shipments are carried out under DDU (Delivered Duty Unpaid) conditions: customs duties, import taxes, and customs clearance fees are the responsibility of the recipient, according to the legislation of their country. These fees are not included in the price or in the shipping costs.

To facilitate deliveries outside the European Union, we collaborate with ColisExpat.

For any questions or issues, contact us by email at contact@couleurslagon.com or via our Facebook page at m.me/couleurslagoncom. Our customer service is available on business days (9:30 AM to 12:30 PM and 2 PM to 5 PM) and will be happy to respond to you quickly.

Your order is delivered free of charge to your home and is processed and shipped within 24/48 hours.

For certain destinations, logistics rerouting is necessary and entails additional delays and costs. For example, Overseas Departments, Territories, etc. You will be informed of this in your shopping cart.

We strive to eliminate these costs as much as possible.

You can track your parcel free of charge.

You will need your email and your order number which will be in the email sent to you upon shipment.

Go to the Order Tracking page (link in your confirmation email), fill in the form, and then click on TRACK.

Under certain conditions, you have the option to exchange your item or receive a refund.

Contact us on business days, from 9:30 AM to 12:30 PM and from 2 PM to 5 PM.

Please read the following point "Satisfied or Refunded Returns" carefully.

We offer Stripe and PayPal, two simple and 100% secure payment methods.

Before your purchase, make sure to choose your payment method carefully.

You have the choice between Stripe and PayPal.

Are you sure about your purchase?

a) Pay by Stripe or PayPal

Do you have doubts or are you hesitating?

b) Instantly eliminate all your doubts with peace of mind by choosing PayPal.

Carefully read the last TAB "14-day Guarantee" at the end of all product sheets in the store.

Please note, only PayPal guarantees a refund of your costs in case of a return for product NON-CONFORMITY or NON-SATISFACTION with the item.

If you choose to return your order to us, you must send it to:

COULEURS LAGON
Charles Jutteau
BP 4888
98847 NOUMEA CEDEX
NEW CALEDONIA

The return period can take time. For France, allow approximately 10 to 30 days by plane outside holiday periods, or 2 and a half months by boat. For example, a return from France to New Caledonia by plane for a small parcel costs approximately between €10 and €20.

Please note, this return will be at your expense if you pay with Stripe.

If you made your purchases with PayPal, a return will be covered by PayPal and you will not have to pay anything, provided you follow their procedures as specified by PayPal. Please read carefully here: https://www.paypal.com/fr/webapps/mpp/refunded-returns

Upon confirmation of receipt of your return, the refund is automatically processed by PayPal.
If your payment was Stripe, you will receive a refund via the same payment method as your purchase.
If you have any concerns, contact us on 💬

m.me/couleurslagoncom

or by email ✉️

contact@couleurslagon.com

We will respond as soon as possible.

We strongly recommend using PayPal if you have any doubts about your order. This way, you will have peace of mind in case you need to return it to us.

Return via Stripe

Return period specified in our conditions (Satisfied or Refunded within 14 days of receipt, excluding specific cases)

As your payment was made by Stripe, return shipping costs are your responsibility, in accordance with our FAQ and return policy.

To make a return, please:

1. Return the item in its original condition, with all received elements: chain, accessories, complete item, certificate, sheets, any tags.

2. If possible, reuse the original packaging or an equivalent bubble envelope or cardboard box, well protected, to avoid any damage during transport.

3. Clearly indicate on the label:

   • Nature: jewelry, clothing, etc.

   • Purchase price

   • Reason: product return – unsatisfactory (non-compliant, etc.)

4. Take a photo of the shipping label with the barcode and tracking number, then send us this information so we can track the package and collect it upon its arrival in New Caledonia.

5. Send the package to the following address: COULEURS LAGON, BP 4888, NOUMEA CEDEX, 98847, New Caledonia.

After receiving the item and verifying its conformity in our premises in Nouméa, we will proceed with your refund via Stripe as soon as possible.

It takes 2-5 days to process and validate your order, then 2-3 weeks to deliver it to you.

Please note that depending on your destination and the health situation in certain countries, additional delays may cause disruptions.

Yes, absolutely. We ship worldwide.

However, we reserve the right not to accept certain orders when destination countries do not offer us certain assurances regarding tracking and delivery quality.

Who pays customs duties?

Couleurs Lagon ships its international orders under DDU (Delivered Duty Unpaid) conditions. This means that customs duties, import taxes, and customs clearance fees are entirely the responsibility of the recipient, according to the regulations in force in their country. These fees are not included in the product price, nor in the shipping costs displayed on our website.

Is my country affected by delivery restrictions?

What happens if I refuse to pay customs duties upon delivery?

In case of refusal to pay the duties and taxes requested by customs or the carrier, no refund or replacement can be granted. The parcel will be returned or destroyed, and the incurred costs will remain the responsibility of the customer.

My order tracking is no longer updating — is this normal?

Real-time tracking is not available for all delivery methods or all destinations. For shipments via a non-trackable delivery method, Couleurs Lagon cannot be held responsible for the lack of tracking information.

You asked for it, Couleurs Lagon is now a ColisExpat Partner!

-Couleurs Lagon doesn't deliver certain items to your country? We have the solution!
-No surprises and complete transparency on transport costs
-Manage your international deliveries yourself
-No more customs problems for deliveries outside the European Union, anywhere in the world
-Your parcels now have no borders

How to do it? It's very simple!

-If you reside outside France, Europe, or the French Overseas Departments and Territories, create a post box with ColisExpat in France on our Partner page
-Order on Couleurs Lagon wherever you are in the world, in the USA or Europe
-Have your purchases delivered to your ColisExpat address in France, which will then reship your parcels wherever you are
-Delivery of your purchases worldwide by a specialist with over 20 years of experience.

The advantages for you, Expatriate Customers of Couleurs Lagon

-The comfort of shopping in French
-Access to the references, sizes, and shoe sizes you are used to
-Access to very economical shipping rates
-Possible consolidation of several purchases

Test ColisExpat?

-Before registering with ColisExpat: Ask us for your "personalized referral code"
-We offer you a €5 reduction 🎁 GIFT🎁 on your first shipment. This means your registration fees are free to test ColisExpat

Our products are shipped separately according to your order.

If your order contains, for example, items from two different warehouses, there will consequently be two deliveries.

The rest of the order will arrive separately shortly.

We are sorry to hear that. But this can indeed happen exceptionally.

Simply send us an image of the damaged item in question to: contact@couleurslagon.com

After exchanging emails, we will send you either a refund or a similar replacement item as quickly as possible.

We apologize for the delay.

Sometimes, international shipping can take longer than expected due to customs clearance and postal or transit processing.

You can track your order using the Order Tracking link provided in your confirmation email.

If you still feel you need help tracking your package or wish to inquire about it, please contact us by email at: contact@couleurslagon.com

We do our best to resolve any issues our customers may encounter with their online items.

If you still wish to receive a refund for your order, we can of course process the payment, provided the request is made within 30 days of the order date and the product(s) concerned are not on sale. For more information, please read more about our refund policy.