Shipping Policy
This policy sets out how your orders are prepared, shipped and delivered. It forms an integral part of our Terms of Service. By placing an order, you acknowledge that you have read and accepted it.
In short: free standard shipping within France; orders are prepared within 24 to 48 hours, then delivered in 5 to 9 business days.
1. Free standard shipping
Standard shipping is free on every order delivered within France. This applies only to the first shipment of each order: any reshipment following a failed delivery attributable to you (see Section 7) is at your expense.
2. Order processing
Your order is prepared within 24 to 48 business hours of payment confirmation. Orders are processed Monday through Friday, excluding public holidays; an order placed on a weekend or public holiday is processed starting the next business day.
An order may be delayed if a payment verification is required or if the shipping information is incomplete. In that case, we will contact you by email.
3. Delivery times
Once shipped, your order is delivered in 5 to 9 business days (Monday through Friday, excluding public holidays). Items from the same order may ship separately and arrive in several packages; each package has its own tracking number.
These times may be affected by circumstances beyond our control (strikes, severe weather, carrier network disruptions, peak periods such as the holiday season). In accordance with Articles L216-1 et seq. of the French Consumer Code, if your order has not reached you within 30 days of purchase, you may cancel the order and receive a full refund, provided you have first asked us by email to deliver it within a reasonable additional period and it has still not arrived.
4. Prices, taxes and customs duties
All prices are shown in euros, including all taxes. No customs duties or additional fees are payable on delivery in France. If a carrier asks you for any fees, please contact us before making any payment.
5. Your shipping information
You are solely responsible for the accuracy and completeness of the information entered with your order: first and last name; full address (street number, street, building, floor and door code where applicable); postal code; city; and a valid phone number and email address. Please review these details carefully before confirming your order.
Any request to change your address must reach us by email before your order ships. Once the package has been handed to the carrier, no change can be guaranteed. We are not responsible for any delay, failed delivery or delivery to the wrong address resulting from incorrect, incomplete or outdated information, or from a failure to respond to the carrier's messages.
6. Order tracking
As soon as your order ships, you will receive an email with your tracking number, which you can also look up on the “Track your order” page of our site. It is your responsibility to follow your package's progress and to respond to carrier notifications (missed-delivery notices, redirection to a pickup point, or requests for address details or a delivery appointment).
7. Failed delivery for a reason attributable to you
A package that cannot be delivered for a reason attributable to you is returned by the carrier. This includes, in particular:
- an incorrect, incomplete or unlocatable address;
- absence when the carrier attempts delivery, followed by failure to collect the package within the allotted time from the pickup point, post office or parcel locker;
- failure to respond to messages from the carrier or from our team.
In that case, the order is not canceled automatically, and no refund is issued simply because the package has been returned. We will offer you either:
- a reshipment, charged at cost and payable before the package is sent again;
- or cancellation of the order, with a refund of the price of the items once the package has been returned and inspected, less the return fees charged by the carrier.
If we do not hear from you within 30 calendar days of our first message, the order will be canceled and refunded on the same terms.
8. Refused packages
Refusing a package on delivery is treated as an exercise of your right of withdrawal. The refund is issued once the package has been returned and its contents inspected, less the return fees charged by the carrier, in accordance with our Return and Refund Policy.
9. Damaged or incomplete packages
When your package arrives, please check its condition. If it is visibly damaged or has been opened, you may note your reservations with the carrier or refuse the package. For any damaged or missing item, contact us as soon as possible, ideally within 48 hours of delivery, with your order number and photos of the outer packaging, the shipping label and the items. This information is essential to document the damage and file a claim with the carrier. After review, we will offer you a replacement or a refund for the item.
10. Package marked as delivered but not received
If tracking shows that your package has been delivered but you have not received it, first check with your neighbors, your building's concierge, your mailbox and any usual drop-off location, then contact us within 7 days of the delivery date shown.
We will then open an investigation with the carrier, which may take up to 15 business days. For this purpose, we may ask you for a signed statement of non-receipt. If the carrier cannot prove delivery to you, to a person you designated or to the drop-off location you chose, we will send you a replacement or issue a refund. If the carrier confirms delivery (by signature, photo or geolocation of the drop-off), the order is considered delivered.
11. Transfer of risk
In accordance with Article L216-4 of the French Consumer Code, the risk of loss of or damage to the items passes to you when you, or a third party you have designated, take physical possession of them.
12. Contact
For any questions about your delivery, email contact.oreaneparis@gmail.com with your order number. Our customer service team replies Monday through Friday, within 24 to 48 business hours.
