Delivery
FÉES EN PROVENCE shall deliver the product(s) to the buyer at the address provided on the order. If the buyer gives an incorrect or incomplete address and delivery is not possible, the buyer shall be held responsible. If your parcel returns to us because of an incorrect or incomplete address, you shall be responsible for reshipping costs according to the shipping fee of your country code, regardless of the value of your order.
Delivery delays shall not give the buyer the right to claim compensation for damages. On receipt of the delivery, the buyer must check the parcel’s condition and, in the case of any issue, raise it with the deliverer or refuse delivery. The following are considered as cases of force majeure releasing the company FÉES EN PROVENCE from its obligation to deliver: war, riots, fire, strikes, accidents and impossibility to deliver.
Products are shipped at the risk of the recipient. Always check your parcel on arrival. On receiving the parcel, if you have any doubt about its condition, it is your responsibility to refuse it. FÉES EN PROVENCE is otherwise unable to refund the value of the parcel. The time period between the customer making the order and the delivery of goods depends on the customer’s chosen payment method. For reasons of order processing and product availability (e.g. out of stock and stalled production), orders may be dispatched in more than one package. In this case, the customer will pay for shipping only once.
La Poste (French Post Office) is usually able to deliver to destinations in mainland France within 48 hours. Any failure of this shall not give the buyer any right to claim damages, or withhold or cancel the order.
In any case, and in accordance with the provisions of article L.121-20-3 of the French Consumer Code, products ordered shall be delivered within a maximum of 30 days starting from the day after the order, subject to full payment.
If the delivery does not arrive within this time, the buyer has the right to cancel the order. The amount paid by the buyer will be reimbursed immediately, with no other compensation due. If the delivery arrives later than the date initially stated, the buyer must inform FÉES EN PROVENCE in writing (via post or email) so that the company may improve the quality of the service it provides, and to allow the company FÉES EN PROVENCE to launch an investigation with the carrier. All orders delivered outside mainland France and Corsica shall be delivered by Colissimo International. Delivery times depend on the delivery address given by the buyer. The company FÉES EN PROVENCE is not liable for any customs duties on orders made outside the European Union. The shipping costs stated on the order registration do not take into account any customs duties which may be due on delivery. Free shipping only applies to orders to mainland France where the buyer selects La Poste Colissimo as the carrier, and the amount is equal to or greater than €60 including all taxes.
Delivery problems caused by the carrier
Any delivery error (e.g. a product featuring on the delivery order but absent from the delivery; damaged parcel or products; other damage) shall be indicated in the form of “handwritten reserves” on the delivery order and signed by the customer. The customer shall also inform the carrier of this error within two (2) working days of the delivery date by post, requesting acknowledgement of receipt. The customer shall send a copy of this letter by fax or mail to: FÉES EN PROVENCE, 5 Rue Charles Duchesne, Immeuble Tertia 1, 13290 Aix-en-Provence, France.
All our shipments are dispatched by La Poste (French Post Office). This service delivers to anywhere in France within 48 hours. If you are not present for the initial delivery, you have the option of collecting the order from the post office that is located closest to the original delivery address. If you are absent on the day of the delivery, a card shall be placed in your letter box enabling you to collect your parcel from the nearest post office within two weeks, during opening hours. If your parcel is returned to us after two weeks, you shall be responsible for reshipping costs according to the shipping fee of your country code, regardless of the value of your order.
FÉES EN PROVENCE shall not be held responsible for delays and losses caused by the French post office. The buyer must however inform us of these delays and losses via email. La Poste shall open a 21-day investigation at our request. La Poste usually locates the stray parcel and dispatches it to the recipient with this time frame. If the parcel has not been located within this time frame, FÉES EN PROVENCE shall send out either the same product or, with your prior agreement, a similar product. We shall be liable for shipping costs in this case. We disclaim liability if the delivery is delayed because of the carrier, particularly in cases of parcel loss or strike action.
Returning goods
We are committed to ensuring you are fully satisfied with all of our products. In accordance with the legislation governing mail order purchases that are made online, you are entitled to return any item to us at our address – FÉES EN PROVENCE, 5 Rue Charles Duchesne, Immeuble Tertia 1, 13290 Aix-en-Provence, France – within 14 days following the delivery date. The price of the item shall be refunded in full by bank transfer or cheque.
This does not apply to goods that are returned in a damaged or incomplete state, without their original packaging or which have been soiled by the customer.
The buyer is liable for the cost of packing and returning items to FÉES EN PROVENCE. The buyer must ensure items are packed in such a way that they arrive at the FÉES EN PROVENCE offices in perfect condition.
Right and period of withdrawal
The customer has 14 days from the date the order is received (or the date of payment) to return the products ordered, at his or her expense. For refunding, the item(s) shall be accompanied by the withdrawal form, which can be found within the order confirmation email.
Products must be returned to FÉES EN PROVENCE, 5 Rue Charles Duchesne, Immeuble Tertia 1, 13290 Aix-en-Provence, France. Email address: contact@fees-en-provence.com
If the customer is exercising his or her right of withdrawal, FÉES EN PROVENCE shall refund the customer the relevant sum within thirty (30) days of receiving the item(s). The sum will be refunded to the account corresponding to the customer’s bank card.