Return Policy

1.1 Delivery Zones

We currently deliver:

• to mainland France;
• to the European Union countries offered at checkout.

New destinations may be added gradually. The available countries are shown when you confirm your order.

1.2 Preparing Your Order

Every order is prepared with the greatest care.

Handcrafted, personalised or made-to-measure creations may require a longer preparation time than products available immediately.

Where necessary, the estimated lead time is shown on the product page or at checkout.

1.3 Delivery Times

Delivery times depend on:

• the destination;
• the carrier selected;
• the availability of the products ordered.

The delivery times given are for information only.

They may exceptionally be extended in circumstances beyond our control (bad weather, strikes, logistical difficulties, force majeure…).

1.4 Delivery Charges

Delivery charges are calculated automatically according to:

• the country of destination;
• the delivery method chosen;
• the weight or volume of the order.

They are displayed before your order is finally confirmed.

1.5 Tracking Your Order

As soon as your order has been dispatched, you will receive an email allowing you to follow its progress, where the carrier offers this service.

You can also find your order history in your customer account.

1.6 Receiving Your Parcel

We invite you to check the outward condition of your parcel when you receive it.

If the parcel is damaged or a product shows a visible anomaly, we recommend that you:

• take a few photographs of the parcel and the product concerned;
• keep the packaging until the matter has been resolved;
• contact our customer service promptly.

Each situation is examined individually in order to find the most appropriate solution.

2.1 Would You Like to Return a Product?

You have a legal period of fourteen (14) days from receipt of your order to exercise your right of withdrawal, in accordance with the applicable regulations.

To make your request, use the returns management tool available in your customer account or contact our customer service if necessary.

2.2 Return Costs

For any order delivered in France with items totalling €100 or more (incl. VAT), return costs are covered by OLIVANCE PARIS; you will be told how when you request the return. Below that amount, and except in the case of a picking error on our part, a non-conforming product or a defective product, return costs are borne by the Customer.

Where OLIVANCE PARIS is responsible, you will be informed of how the costs will be covered when your request is processed.

2.3 Defective or Non-Conforming Products

If you find that a product is damaged, defective or does not match your order, please submit a return request as soon as possible.

Depending on the situation, we may ask you for photographs or any useful information to help us process your request.

An appropriate solution will be offered to you in accordance with the applicable legal guarantees.

2.4 Personalised Products

Made-to-measure or personalised creations cannot be returned under the right of withdrawal, unless they have a defect covered by the legal guarantees.

2.5 Food Products

For reasons of food safety and in accordance with the regulations, certain food products cannot be returned once opened or unsealed.

If a food product is defective or was damaged in transit, please contact our customer service as soon as possible.

2.6 Refunds

Where your return request entitles you to a refund, it is made as quickly as possible and no later than fourteen (14) days after receipt of the returned product or of proof of its dispatch, in accordance with the applicable regulations.

The refund is made using the same payment method as that used for the order, unless otherwise agreed.

Our customer service team is at your disposal to answer any questions about an order, a delivery or a return request.

CONTACT@OLIVANCE-PARIS.FR

For all the conditions applicable to sales made on our website, please consult our Terms and Conditions of Sale.