Refund policy
Refund and Return Policy
Passion'elle (PassionL S.à r.l., 19 rue des Bains, L-1212 Luxembourg, RCS Luxembourg B310078, VAT LU37690983) — last updated: 1 September 2026.
1. Right of withdrawal (online purchases)
In accordance with the Luxembourg Consumer Code and European Directive 2011/83/EU, you have a period of 14 days from receipt of your order to exercise your right of withdrawal, without having to give any reason. You simply need to inform us by e-mail at contact@mypassionelle.com (subject line: “Withdrawal — order no.”) before this period expires, and then return the item to us within 14 days of your notification.
2. Return conditions
The item must be returned complete, unworn, unscratched, with its tags, box, certificate/warranty and all original accessories. Watches must be returned with the strap/bracelet unadjusted (links not removed). Items that have been worn, damaged, resized or engraved cannot be accepted for return.
3. Exclusions
The following are excluded from the right of withdrawal: items personalised or engraved at your request, earrings and piercings for hygiene reasons (unless the original blister packaging is intact), gift cards, as well as batteries and straps/bracelets fitted in-store.
4. How to return an item
- In store: free of charge, at any of our Passion'elle boutiques (Belval, City Concorde, Massen, Mersch, Pommerloch), with your order confirmation.
- By parcel: to the address provided in our response to your withdrawal request. The costs and risks of the return are your responsibility; we recommend using a tracked and insured delivery service covering the value of the item.
5. Refund
Once the item has been received and checked, we will refund you within a maximum of 14 days, using the payment method used for the order, including standard delivery costs (additional costs linked to choosing a more expensive delivery method are not refunded). A deduction may be made if the item shows signs of handling beyond what is necessary to establish its nature and proper functioning.
6. Exchanges
You may exchange an item in store within 14 days of receipt, under the same conditions, subject to stock availability.
7. Faulty item or delivery error
If you receive a faulty, damaged item or one that does not match your order, please contact us within 48 hours at contact@mypassionelle.com with your order number and photos. In this case, return costs are covered by us and we will, as you prefer, exchange, repair or refund the item.
8. Statutory warranty
All our items benefit from the two-year statutory conformity warranty (Articles L. 212-1 et seq. of the Consumer Code). Manufacturer warranties (Ice-Watch, Casio, Fossil, Festina, Seiko, Swarovski, etc.) apply in addition, according to their own terms; our after-sales service is available in every boutique.
9. Contact
Passion'elle — contact@mypassionelle.com — www.mypassionelle.com