Delivery Terms

Delivery Conditions

3-Hour Delivery (Paris and Île-de-France)
We offer an express service with guaranteed delivery within 3 hours after order validation, within Paris and the surrounding region. This service is charged at a higher rate than standard delivery due to the additional resources required. We commit to meeting this time frame, except in cases of force majeure (e.g., bad weather, accidents). Our priority is to provide fast and reliable service while staying competitive.

3-Day Delivery (Metropolitan France)
Standard deliveries in metropolitan France are made within three business days. However, deliveries to overseas territories, islands, and Corsica may require additional time due to specific logistical constraints in these regions.

Delivery to Europe
For deliveries within European countries, a personalized quote is required. Shipping costs and delivery times depend on factors such as the destination country, order weight and size, and potential customs duties. Please contact us for a detailed quote.

International Delivery
We offer global delivery services, excluding countries subject to international embargoes or legal restrictions. We recommend purchasing insurance to protect your order against potential damage or loss during transport. Shipments are made by sea, air, or road (trucks), depending on the destination’s needs. Whether urgent or large-scale deliveries, we offer tailored solutions to ensure your goods arrive safely.

Delivery Methods

Carrier - Shipping Products from 0.25 to 30 kg
We ship your parcels with the following carriers: Colissimo and Mondial Relay.

Mondial Relay Delivery - Parcel Shipping
We ship parcels through an extensive delivery network, including:

• Over 35,000 Lockers in Europe, more than 6,000 in France (Mondial Relay Lockers are automatic lockers located at convenient spots along your daily routes).
• Over 27,000 Relay Points®, including:
  • More than 11,200 in France
  • 4,650 in Spain
  • 2,400 in Belgium, Luxembourg, and the Netherlands
  • 1,100 in Portugal

Delivery Times:

• France: Approximately 3 business days
• Belgium, Luxembourg, Netherlands: 3 business days
• Spain, Portugal, Germany, Italy: 5 business days
• Austria: 6 business days

Weight Conditions:

• 0.25 to 30 kg: Belgium, Luxembourg, Netherlands, Spain, Portugal, Italy
• 0.25 to 20 kg: Germany, Austria

Parcel Dimensions:

• At a Relay Point® Store:
  • The total of height + length + width should not exceed 150 cm
  • The largest dimension must not exceed 120 cm
• At a Locker:
  • Maximum dimensions: Depth 64 cm x Length 38 cm x Height 39 cm

Colissimo Delivery - International Parcel Shipping
We ship parcels up to 30 kg within the European Union (including Switzerland) and up to 20 kg for other international destinations. Delivery times are guaranteed between 3 and 8 business days for 37 key destinations in Europe, Asia, and North America.

Colissimo and Chronopost
Colissimo is part of the DPD group, alongside Chronopost.

• Chronopost: Express carrier for fast deliveries with higher rates.
• Colissimo: Standard solution for economical parcel deliveries.

Partnerships with DHL, FedEx, and UPS
Colissimo collaborates with DHL, FedEx, and UPS for timely deliveries across continents and various customs jurisdictions.

Delivery Times (Indicative)
Colissimo Home and Pickup Point Delivery:

• 1 day: Indicative for Colissimo Home and Pickup Point services
• 2 days: Colissimo International Home (depending on international agreements).
  Countries concerned (2024): Germany, Austria, Belgium, Denmark, Spain, Estonia, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Czech Republic, UK, Slovakia, Slovenia, Sweden, Switzerland.

Colissimo Pickup Point International:

• 3 days: Germany, Austria, Belgium, Denmark, Spain, Estonia, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Ireland, Czech Republic, UK, Slovakia, Slovenia, Sweden.
• 4 days: 18 countries with delivery commitment by July 2024.
• 5 to 6 days: Depending on destination, up to 28 countries in 2024.

Heavy Product Shipping
We ship heavy products using different transport modes based on destination and product specifications, including:

• Road transport
• Rail transport
• Sea transport

Before shipment, we will provide a detailed transport quote. If the proposed price is not suitable, you may choose your own carrier for shipping.

Pick-up by Your Carrier
If you prefer to arrange the pick-up of your products with your own carrier, we allow this option. After receiving your transport quote, you can arrange for your carrier to collect the goods from the delivery address. We will provide all necessary details to facilitate the process and prepare the products as per agreed terms.

Pick-up by Your Care
If you wish to arrange the pick-up of products yourself, we will organize it according to the agreed terms and inform you of the pick-up details.

Pick-up by Your Carrier or Your Care
When organizing a pick-up by your own carrier or care, please ensure the following:

• Indicate the preferred pick-up day
• Provide the name of the carrier
• Provide a complete and accurate transport slip
• Specify a time window for pick-up
• Ensure availability of necessary equipment (pallets, carts, etc.)
• Provide insurance coverage for the pick-up and transport

The pick-up can only take place once the full payment of the order is made. Ensure all conditions are met before the scheduled pick-up date.

Insurance
We provide insurance through the carrier to cover the value of the sale price.

• If desired, you may also arrange for your own insurance.
• The cost of insurance will be added to the invoice before shipment.

Reserves in Case of Damage: Terms and Importance
In the event of receiving damaged goods, it is crucial to make precise and detailed reserves to ensure your rights and facilitate potential compensation. The reserves serve as a "written photograph" of the condition of the products upon delivery, highlighting the nature and extent of the damage.

Drafting Reserves: Clarity and Precision
Reserves should clearly describe the observed damage, without ambiguity. General terms like “subject to inspection” or “damage to be verified” are not legally effective and could compromise any claims.
To ensure effectiveness:

1. Damage Description: Indicate the damaged area (e.g., a hole on one side of the package), type of damage (e.g., crushed or wet package), and severity.
2. Affected Products: Mention missing or damaged products, including references and manufacturer name, if possible.

Carrier’s Signature and Presence
Reserves should be signed in the presence of the carrier and include a company stamp if applicable. This formalizes their legal validity and reduces the risk of later disputes.
If the carrier refuses to witness the unpacking, it is recommended to note their absence in the reserves, for example: “The delivery person refused to assist with unpacking.”

Sending a Registered Letter in Case of Damage with Insurance Contract
In case of receiving damaged goods, send a registered letter to the carrier and insurance (if additional coverage is purchased). Providing the insurance contract strengthens your claim by detailing the coverage and indemnification conditions.

Procedure:

1. Recipients and Sending Time

   • Carrier: Send the letter within 3 business days after receiving the damaged package.
   • Insurance: Send a claim to your insurer within the same time frame, including a copy of the insurance contract and policy number.

2. Letter Content
   Detail the observed damage and, if possible, include photos. Specify any reserves made at the time of receiving the package.

Packaging
Packaging is carefully tailored to the type of product being shipped.

• Packaging: For some products, packaging is not included in the sale price.
  • Heavy products are packed on wooden or plastic pallets and shrink-wrapped for additional protection.
  • Some products are shipped in wooden crates for added security.
• ISPM 15 Standard: This international standard for phytosanitary measures is applied to wooden crates.

The cost of packaging is added to the invoice before shipment.

Parcel Tracking
To track your parcel in real-time, we will provide a tracking number. Simply follow the provided link to view the shipment's progress.

Delivery Conditions: Force Majeure
In case of force majeure (e.g., war, strike, bad weather, natural disasters, or any other unpredictable events), delivery times may be affected and subject to changes based on the circumstances. These exceptional situations, although rare, may cause delays beyond our control or that of our transport partners. We make every effort to minimize the impact and ensure delivery as soon as conditions allow.
Thank you for your understanding regarding these potential events.