Delivery Conditions

Delivery Conditions

Three-Hour Delivery (Paris and Île-de-France)

We offer an express service guaranteeing delivery within three hours after order confirmation, in Paris and the surrounding region. This service is billed at a higher rate than standard delivery, due to the additional resources required.

We are committed to meeting this deadline except in cases of force majeure (bad weather, accidents, etc.). Our priority is to provide you with fast and reliable service while remaining competitive.

Three-Day Delivery (Metropolitan France)

Standard deliveries within mainland France are carried out within three working days. However, deliveries to overseas territories, islands, and Corsica may require additional time due to specific logistical constraints.

European Delivery

For deliveries within European countries, a personalized quotation is required. Delivery fees and times depend on several factors such as the destination country, the weight and dimensions of the order, and any applicable customs duties.

Please contact us to obtain a detailed quotation.

International Delivery

Our delivery service covers the entire world. However, deliveries cannot be made to countries subject to international embargoes or legal restrictions.

We recommend taking out insurance to protect your order against potential damage or loss during transport.

Shipments are made by sea, air, or land (truck), depending on the specific needs of the destination. Whether for urgent deliveries or large-scale shipments, we offer tailored solutions to ensure your goods arrive safely.

Delivery Methods

Carrier – Shipment of Products from 0.25 to 30 kg

We ship your parcels using the following carriers: Colissimo and Mondial Relay.

Mondial Relay Delivery – Parcel Shipping

We ship your parcels through a wide delivery network including:

• Over 35,000 Lockers in Europe, including more than 6,000 in France.
  (Mondial Relay Lockers are automated lockers located in convenient areas along your daily routes.)

• More than 27,000 Pick-up Points (Points Relais®), including:

  • Over 11,200 in France

  • 4,650 in Spain

  • 2,400 in Belgium, Luxembourg, and the Netherlands

  • 1,100 in Portugal

Delivery Times:

• France: average of 3 working days

• Belgium, Luxembourg, Netherlands: 3 working days

• Spain, Portugal, Germany, Italy: 5 working days

• Austria: 6 working 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 Pick-up Point (Point Relais®):

• Combined dimensions (height + length + width) must not exceed 150 cm

• The longest side must not exceed 120 cm

At a Locker:

• Maximum dimensions: Depth 64 cm × Length 38 cm × Height 39 cm

Colissimo Delivery – International Parcel Service

We ship parcels up to 30 kg to EU countries (including Switzerland) and up to 20 kg to other international destinations.
Delivery times are guaranteed between 3 and 8 working days for 37 main destinations in Europe, Asia, and North America.

Colissimo and Chronopost

Colissimo is part of the DPD Group, owned by La Poste, alongside Chronopost.

• Chronopost: express carrier for fast deliveries at higher rates.

• Colissimo: standard, cost-effective parcel delivery solution.

Partnerships with DHL, FedEx, and UPS

Colissimo also partners with DHL, FedEx International, and UPS Worldwide to ensure timely deliveries across continents and various customs jurisdictions.

Estimated Delivery Times

Colissimo Home Delivery and Pick-up Point:

• 1 day: indicative time (working days) for Colissimo Home and Pick-up Point services.

• 2 days: Colissimo International Home Delivery (depending on international conditions and agreements).

  • Countries covered (2024): Germany, Austria, Belgium, Denmark, Spain, Estonia, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Czech Republic, United Kingdom, Slovakia, Slovenia, Sweden, Switzerland.

  • New destinations planned (2025): up to 40 countries.

Colissimo International Pick-up Point:

• 3 days: Germany, Austria, Belgium, Denmark, Spain, Estonia, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Ireland, Czech Republic, United Kingdom, Slovakia, Slovenia, Sweden.

• 4 days: countries with International Pick-up Point delivery (18 destinations with delivery commitment as of July 2024).

• 5 to 6 days: depending on the destination, up to 28 countries in 2024.

Heavy Product Shipping

We ship heavy products using different modes of transport depending on the destination and product specifications:

• Road transport

• Rail transport

• Sea transport

Before shipping, we will provide you with a detailed transport quotation.
If the quoted price does not suit you, you may use your own carrier to ship your products.

We remain at your disposal for any additional information and to help you organize delivery under the best possible conditions.

Collection by Your Carrier

If you prefer to arrange collection by your own carrier, this option is available.
After receiving your transport quotation, you may have your carrier come to our location to collect the goods.

We will provide all necessary information to facilitate collection and prepare the products according to the agreed conditions.

Collection by You

If you wish to collect the goods yourself, we will organize the collection as agreed and provide you with the necessary details.

Collection by You or Your Carrier

For collections carried out by you or your carrier, the following conditions must be met:

1. Indicate the desired collection date.

2. Provide us with the carrier’s name.

3. Provide a complete and compliant transport document.

4. Provide a time slot for collection.

5. Ensure that all necessary equipment is available (pallets, trolleys, etc.).

6. Provide proof of insurance covering the collection and transport of goods.

Collection will only be possible after full payment of the order.
Please ensure that all conditions are met before the scheduled date.

Insurance

Insurance is taken out with the carrier to cover the sale value of the goods.

• If you prefer, you may take out your own insurance.

• The insurance cost is not included in the sale price and will be added to the invoice prior to shipment.

Claims for Damaged Goods: Procedure and Importance

If you receive damaged goods, it is essential to make clear and detailed remarks (reservations) to protect your rights and facilitate any claim for compensation.
These remarks serve as a written “snapshot” of the goods’ condition upon delivery, showing the nature and extent of the damage.

Writing Clear and Precise Remarks

Remarks should clearly and precisely describe the observed damage.
Generic phrases such as “subject to verification” or “pending inspection” have no legal value and may jeopardize any claim.

To ensure effectiveness:

1. Description of the Damage – specify exactly where the damage occurred (e.g., package punctured on one side), the type of damage (crushed, wet), and its severity.

2. Affected Products – list missing or damaged items, including references and, if possible, the manufacturer’s name.

Signature and Presence of the Carrier

Remarks must be signed in the presence of the carrier and stamped if you are a business.
If the carrier refuses to attend unpacking, note this clearly, e.g.:

“The delivery driver refused to attend the unpacking for verification.”

Registered Letter in Case of Damage (Including Insurance Contract)

If you receive a damaged parcel, you must send a registered letter with acknowledgment of receipt to both the carrier and your insurer (if you have additional coverage).
Including the insurance contract strengthens your claim.

Procedure:

1. Recipients and Deadlines

   • Carrier: send the letter within 3 working days following receipt of the damaged parcel.

   • Insurance: also send your claim within the same period, attaching a copy of your insurance contract and policy number.

2. Letter Content
   Clearly describe the nature of the damage and include photos if possible. Also, specify the remarks made at delivery.

Packaging

Packaging is carefully adapted to each product type.

• Conditioning: for some products, packaging is not included in the sale price.

  • Heavy products are packed on wooden or plastic pallets and wrapped for extra protection.

  • Some items are shipped in wooden crates for increased safety.

• ISPM 15 Standard: we comply with this international phytosanitary standard for wooden crates.

Packaging costs will be added to the invoice before shipping.

Parcel Tracking

To track your shipment in real time:

• We will provide you with a tracking number. Simply click the provided link to view the progress of your parcel.

Delivery Conditions: Force Majeure

In cases of force majeure — including unpredictable events such as war, strikes, severe weather, or natural disasters — delivery times may be affected and may vary depending on circumstances.

Although rare, these exceptional situations may cause delays beyond our control or that of our transport partners.
We make every effort to minimize their impact and ensure delivery as soon as conditions permit.

Thank you for your understanding in such situations.