LIVRAISON & RETOUR

 

 

Article 1: Deliveries

1.1 - Geographic Coverage

Deliveries can be made with a guaranteed timeframe in the following countries: Metropolitan France (excluding military addresses), Corsica, Monaco, Germany, Belgium, United Kingdom, Netherlands, Luxembourg, Italy, Spain, and Denmark. Deliveries can also be made to the following countries without any guaranteed timeframe: Austria, Cyprus, Croatia, Finland, Hungary, Ireland, Norway, Poland, Portugal, Czech Republic, Slovakia, Slovenia, and Sweden. Deliveries to non-EU countries are carried out without any guarantee of delivery time.

Furthermore, the company informs the customer that for all deliveries outside the EU, customs duties and taxes may be charged by the recipient’s country. These fees are the sole responsibility of the customer. It is therefore the customer's responsibility to obtain information in advance, and it is advisable to contact the company before placing an order.

1.2 - Delivery Terms

Only orders exceeding €80 and destined for Metropolitan France, Corsica, and Monaco are eligible for free Colissimo shipping. All Colissimo deliveries outside France, Corsica, and Monaco will be charged and are not eligible for free shipping even if the order exceeds €80.

Delivery is carried out by the carrier chosen at the time of order placement by the customer:

• Colissimo Suivi: Upon delivery, the customer or, if different, the recipient of the package will receive the order from La Poste’s delivery personnel and must sign a delivery slip or receipt acknowledgment. In case of absence, a delivery notice will be left for the customer or recipient. This notice will allow them to collect the ordered products at the indicated post office within fifteen days. After this period, the package will be returned to the company, which will refund the order amount minus the shipping costs. If the customer wishes to receive the package again, they must place a new order.

• Chronopost: Upon delivery, the customer or, if different, the recipient of the package will receive the order from Chronopost’s delivery personnel and must sign an electronic receipt acknowledgment. In case of absence, the customer or recipient will receive a delivery notice with Chronopost’s contact details to arrange another delivery date within fifteen days. After this period, the package will be returned to the company, which will refund the order amount minus the shipping costs. If the customer wishes to receive the package again, they must place a new order.

Delivery is considered complete once the carrier collects the products and delivers them to the shipping address provided by the customer at checkout. Deliveries are subject to product availability and processed in the order they are received. In case of stock shortages for one or more ordered products, the company will notify the customer of their availability and, unless the customer provides immediate contrary instructions, will proceed with a partial shipment of the order. Orders cannot be canceled due to stock shortages. The delivery date recorded in the carrier’s system (scanning) serves as proof of delivery, and no disputes will be accepted if the package is marked as delivered.

1.3 - Delivery Timeframes

1.3.1 - For any order confirmed from Monday to Friday (excluding public holidays) before 11 AM on the website, order preparation will occur on the same day, subject to product availability.

1.3.2 - Delivery Timeframes The delivery times, from the moment the company validates the order, are as follows:

• Colissimo Suivi by La Poste: 5 business days or less.

• Chronopost: 3 business days or less.

In case of an exceptional stock shortage, the customer will be notified by email or phone. The company will offer the customer the following options:

• Delaying the delivery of the entire order until the product is restocked.

• Accepting a partial delivery with a refund for the unavailable product(s), allowing the customer to place a new order when the product is back in stock.

• Canceling and receiving a full refund for the order.

The company will also inform the customer within a reasonable time of any force majeure events that may disrupt the delivery process. If, seven days after the indicated delivery date, the ordered product has not been delivered for reasons other than force majeure, the customer may request order cancellation via registered letter with acknowledgment of receipt addressed to:

Customer Service C.I.L Services 35 Quai de la Tournelle 75005 Paris

The sales contract will be considered terminated upon receipt of the customer’s registered letter, provided delivery has not occurred between the time of sending and receiving the letter. The total amount paid by the customer will then be refunded, provided the entire order is returned. The refund will be issued either as store credit or a full refund, based on the customer's preference, within a maximum of thirty days from the date the customer exercised their right to cancel. No compensation or penalty for delivery delays, apart from product refunds, may be claimed by the customer from the company, regardless of the cause or consequences.

 

Article 2: Receipt of Products

Upon receiving the product, it is the responsibility of the customer or, if different, the recipient of the package to promptly verify the compliance and integrity of the shipped products. Any claims or observations made on the delivery slip must be complete and precise. They should specifically describe the damage and include the order number.

 

Article 3: Product Returns

3.1 - Product Returns Following the Right of Withdrawal (as defined in Article 5)

3.1.1 - Procedure In case of product returns following the right of withdrawal as defined in Article 5, the customer must follow the return procedure detailed below.

The returned products must be in perfect condition and in their original packaging, placed in a blank shipping box, with the original order number clearly indicated. For hygiene reasons, returned products must be in their complete and intact original packaging and in a perfect resale condition. Since opening the products renders them unsuitable for further commercial distribution, any opened, damaged, or deteriorated product will not be refunded, returned, or exchanged. The company reserves the right to refuse any return that does not meet these conditions. Returns sent as cash on delivery or freight collect will not be accepted.

To avoid disputes, customers wishing to exercise their right of withdrawal are strongly advised to return their products under similar conditions as the initial shipment (Colissimo Suivi by La Poste or Chronopost) with a declared value corresponding to the original order price. Customers should also retain proof of shipment (tracking number) until they receive a full refund.

3.1.2 - Consequences Any return accepted by the company, after qualitative and quantitative verification of the returned products, will result in a refund under the conditions outlined in Article 5 of the Terms and Conditions.

3.2 - Returns Due to Technical Anomalies or Reference Errors

3.2.1 - Procedure In case of product returns due to technical anomalies or reference errors, the customer must follow the return procedure detailed below. Technical anomalies or reference errors must be reported to the company via email (through the “Contact Us” section) within 14 days of delivery, including the customer’s details, order number, invoice date, and reference information.