Shipping & Delivery
We are a small team and it is sometimes difficult to do everything in one day, even with all the passion in the world... But we aim to:
- Ship on the same day all orders received before 12 noon French time
- Ship all orders within one working day (Monday to Friday)
As soon as your parcel has gone, you will automatically receive a tracking number and will be able to track your package online. In most cases (depending on carrier/country) you will also be able to modify the delivery day/time/location to suit your needs once you order is in transit.
A signature is generally required to accept delivery.
Delivery to collection points, PO boxes
In most European countries our site will give you the option to send your order to a collection point of your choice.
Outside Europe, in the case of shipments with DHL, you will have the opportunity to get your order delivered to DHL service point if you are not going to be home (you can do so directly from the DHL tracking website once you get a tracking number).
We are unable to ship to PO boxes.
Deliveries outside Europe (EU and EEA)
The prices you see on the site are in Euros and include French VAT at 20%. When you enter a delivery address outside the European Union, the VAT will be deducted automatically before you pay - so a 20% discount for you!
We will charge your chosen payment method (card or Paypal) in Euros and they will convert to your currency at their prevailing rate of the day.
The system generates all required export documents so your parcel leaves with everything it needs for a smooth export/import. Some countries/destinations will require you to pay for customs duties and/or taxes on entry, it is your responsibility to check if this is the case for your country, and if applicable to pay for these (DHL/EMS will contact you in due time).
Please note that fluids, liquids and sprays are not allowed by airfreight.
France and neighbouring countries are typically delivered within 24-48 hours depending on destination.
For Switzerland add some time for customs clearance (between a few minutes to a few days, that is outside our control).
Orders for the rest of Europe normally take 2-5 working days.
Orders outside Europe take a variable time, depending on the availability of air freight and customs clearance. DHL is generally quick but it is impossible to guarantee a certain timeframe. DHL offers "on-demand delivery" whereby you can choose the day and place of your delivery.
Shipping Changes and Cancellations
Our shipping systems are largely automated and once the shipping label has been issued it is no longer possible to modify the shipping details or to cancel the order/shipment. So if you change your mind, act quickly - send us an email to [email protected] !
But don’t panic - Remember, in most cases you will have the opportunity to modify your delivery’s day, time or location directly from the tracking website once you get a tracking number.
Backorders and special “upon request” items
In case a product is out of stock, you will receive information by email with your order confirmation, including an indication of the expected delivery time. We normally ship when the order is complete.
Items available “upon request only” are clearly marked on the site. In this case we will procure the item once your order is completed. Most items are supplied to us within a few days or a week, but in some cases (items built to order) you need to allow a few weeks.
If your order arrives damaged
If the box is visibly damaged when it is presented to you, make sure to note “parcel delivered damaged” with your signature. Send us pictures of the damaged box and we will manage the problem from there.