Shipping and returns

Article 1: Deliveries 1.1 - Geographical coverage Deliveries with a guaranteed delivery time may be made to the following countries: Metropolitan France (excluding addresses for the armed forces), Corsica, Monaco, Germany, Belgium, United Kingdom, The Netherlands, Luxembourg, Italy, Spain and Denmark. Deliveries may also be made to the following countries without any guaranteed delivery time: Austria, Cyprus, Croatia, the Czech Republic, Finland, Hungary, Ireland, Norway, Poland, Portugal, Slovakia, Slovenia and Sweden. Deliveries to countries outside the EU shall be made without a guaranteed delivery time. Furthermore, the company hereby informs the customer that any deliveries made outside the EU may incur invoicing of customs and excise duties of the recipient country and that these duties shall be borne exclusively by the customer. It is therefore the customer’s responsibility to check in advance and it is advisable to contact the company before placing an order. 


1.2 - Delivery terms and conditions Only deliveries for amounts over 150 Euros to Metropolitan France, Corsica and Monaco shall benefit from free delivery by Colissimo. All deliveries by Colissimo made outside of France, Corsica and Monaco shall be invoiced and may not benefit from free delivery for a purchase of over 150 Euros. 
Delivery shall be made by the chosen carrier at the time the Customer places the order. - Colissimo Suivi (tracking): upon delivery, the Customer or, if different, the addressee of the package, shall be delivered by the carrier engaged by La Poste, and shall be required to sign the delivery note or an acknowledgment of receipt of the package. In the event of absence, a transit advice note shall be left for the Customer or, if different, the addressee of the package. This shall enable the ordered products to be collected from the post office indicated in the transit advice note within a period of fifteen days. After this time limit, the package shall be returned to the Company which shall reimburse the order, less postage. If the Customer still wishes to receive the package, a new order must be placed. - Chronopost: upon delivery, the Customer or, if different, the addressee of the package, shall be delivered by the carrier engaged by La Poste, Chronopost, and the Customer/addressee shall be required to sign the acknowledgment of receipt of the package electronically. In the event of absence, the Customer or, if different, the addressee of the package, shall receive a transit advice note which will enable them to contact Chronopost using the contact details indicated on the transit advice note, in order to arrange another delivery date within a period of fifteen days. After this time limit, the package shall be returned to the Company which shall reimburse the order, less postage. If the Customer still wishes to receive the package, a new order must be placed. 
Delivery shall take place as soon as the Products have been collected by the carrier which shall deliver the Products ordered to the delivery address given by the Customer on the order form and give the delivery note to the Customer. Deliveries are processed depending on availability and following the sequence in which orders arrive. In the event that one of the Products ordered is out of stock, the Company shall inform the Customer when the Product is available and shall proceed with partial delivery of the order, unless immediately instructed to the contrary by the Customer. Generally speaking, orders cannot be cancelled if Products are out of stock. The computer system (barcode scanning) of each carrier shall serve as proof of the delivery date, therefore no dispute is admissible if the package has been notified as having been delivered to the addressee. 

 

1.3 – Deadlines 1.3.1 – Preparation time For all orders from Monday to Friday (excluding public holidays) confirmed before 11.00 am on the Website, preparation of the order shall take place on the same day, within the limits of available stocks. 

 

1.3.2 – Delivery timesDelivery times, with effect from confirmation of the order by the Company, shall be as follows: - Colissimo Suivi by La Poste: up to and including 5 business days, - Chronopost: up to and including 3 business days,  In the event of an exceptional stock shortage, the Customer shall be notified by email or telephone. 


The Company shall give the Customer the following options: - to either delay delivery of the total order until stocks of the Product in question have been replenished, - to either accept partial delivery with reimbursement of the purchase price of the undelivered Product(s), the Customer then being able to place a new order when the Product in question is once again available. - to either cancel and receive reimbursement of the total order. 
Moreover, the Company shall keep the Customer informed, within a reasonable time, of cases and events of force majeure likely to disrupt the delivery process of the ordered Product. If, 7 days after the indicated delivery date, the ordered Product has not been delivered, other than in the event of force majeure, the sale may then be cancelled at the Customer’s request, made in writing by recorded delivery with acknowledgement of receipt to the following address: Service Client C.I.L. Services, 35 quai de la Tournelle, 75005 Paris, France. The sales contract shall be regarded as cancelled upon receipt by the Company of the registered letter from the Customer informing it of this decision, if delivery has not occurred between the posting and receipt of said letter.  All of the sums paid by the Customer shall then be returned to them if the total order is returned, in the form of a credit note or reimbursement, at the Customer’s choice, as soon as possible and within thirty days, at the latest, following the date upon which the Customer exercised its right to cancel its order. No compensation or penalty for late delivery, other than reimbursement of the Products, may be claimed by the Customer from the Company, regardless of the causes and direct or indirect consequences. 
Article 2: Receipt of productsIt is up to the recipient of the parcel, at the time the Product is received, to immediately check the conformity and integrality of the Products dispatched. Generally speaking, any reservations or observations must be written on the delivery note in a complete and precise manner. In particular, they must clearly define the damage and include the order number.  


Article 3: Return of Products 3.1 - Return of Products following exercise of right of withdrawal (set out in article 5)3.1.1 - Terms and conditions  In the event that Products are returned following exercise of right of withdrawal, as provided in article 5 below, the Customer shall follow the procedure for returning Products set out below. The Products in question must be returned by the Customer in excellent condition and in the original packaging, placed in a new cardboard box and indicating, in a legible manner, the original order number. For reasons of hygiene, the Products must be returned in their original packaging, complete and intact and in excellent condition for resale. Opening the Products renders them unsuitable for any further commercialization, therefore any Product that has been opened, damaged, or where the original packaging has been deteriorated will not be refunded or returned or exchanged. The Company reserves the right to refuse any return that does not comply with the conditions mentioned above. The Company shall not accept packages sent collect or against reimbursement. In order to avoid any dispute, it is strongly recommended that Customers wishing to exercise their right of withdrawal return their Products under conditions similar to those in which they were originally sent (Colissimo Suivi from La Poste or Chronopost), with a declared value corresponding to the price of the original order and keep any proof of dispatch (package number) until total reimbursement of their order. 3.1.2 - ConsequencesAny return accepted by the Company, after qualitative and quantitative verification of the returned Products, shall result in reimbursement of the Products under the conditions of article 5 of the General Terms and Conditions of Sale. 


3.2 - Return of Products in the event of a technical fault in the Product, or an error in the reference

 

3.2.1 - Terms and conditions  In the event that Products are returned following a technical fault in the Product or an error in the reference, the Customer shall follow the procedure for returning Products described below. Technical faults or errors in the reference must be advised to the Company by email (see heading “Contact us”) within 10 days following the delivery date, indicating the Customer’s references, number and date of the invoice, Product reference, the quantity as well as the precise reason for the request. The Company shall send the Customer a carriage-paid label, enabling them to return the Product to the Warehouse. The Products in question must be returned by the Customer within 1 (one) month with effect from the date the order was received by the Customer, complete, in excellent condition and in the original packaging, placed in a new cardboard box and indicating, in a legible manner, the original order number. The Company reserves the right to refuse any return that does not comply with the conditions mentioned above. The Company shall not accept packages sent by means other than a carriage-paid label provided by the Company within the context of this procedure. 

 

3.2.2 - ConsequencesAny return accepted by the Company, after qualitative and quantitative verification of the returned Products, shall result, at the Customer’s choice, in the generation of a credit note, in their favor, the replacement or reimbursement free of charge of the Products, excluding any compensation or damages. 


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Article 1: Deliveries 1.1 - Geographical coverage. Deliveries with a guaranteed delivery time may be made to the following countries: Metropolitan France (excluding addresses for the armed forces), Corsica, Monaco, Germany, Belgium, United…
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