ARTICLE 8: DELIVERY
The geographical delivery area of the Élhée store offer is as follows:
Metropolitan France, Corsica and Monaco and certain countries in Europe and the rest of the world.
The Customer can contact Élhée's Customer Service for more information on the delivery conditions in a specific country in the world. Orders to countries outside the European Union are not subject to French VAT. However, they are subject to any taxes and customs fees in the country of destination. These costs and the related formalities are the responsibility of the customer/recipient. They are to be paid directly to the carrier upon delivery. The Customer is also responsible for checking the possibilities of importing the products ordered with regard to the law of the country of delivery. We recommend contacting the customs department for more information.
The products are delivered to the address indicated by the Customer on the order form. The Customer must verify the completeness and compliance of the information he provides to Élhée. The latter cannot be held responsible for any input errors and the consequences in terms of delay or delivery error. In this context, all costs incurred for the reshipment of the order will be entirely the responsibility of the Customer.
Élhée cannot be held responsible for delays in delivery due to errors or disruptions attributable to carriers (including in particular in the event of a total or partial strike, in particular of postal services and means of transport and/or communications).
Orders placed online via the elhee.com website are collected every day from Monday to Friday, except public holidays. Élhée does its best to process and ship within 1 working day, however the processing and preparation time for an order can be extended depending on the item and last between 1 and 5 working days. Upon receipt of the shipping confirmation email, the Customer can take into account the delivery times of the carriers announced below. Élhée informs its Customers that these shipping times do not include Saturdays, Sundays and public holidays.
In the case of an order that includes one or more unavailable products as well as one or more available products, Élhée ships the order upon receipt of all the products that make up the order. If the Customer wishes to receive the products available immediately as soon as possible, he is advised to isolate these items in a separate specific order.
Transport times depend on the carrier chosen by the Customer and the place of delivery.
Élhée informs Customers of the deadlines announced by the chosen carrier for information purposes. The shipping costs are calculated according to the country of delivery at the time of the basket and are definitively confirmed according to the mode of transport and the delivery destination chosen, before the final validation of the order. However, Élhée informs its Customers that the announced deadlines do not include Saturdays, Sundays and public holidays.
DELIVERY TIME Delivery times can be as follows:
- If the products are available, the delivery time is equal to the time indicated when taking the order in the delivery method section.
- If the products are not available and therefore on order, the delivery time is equal to the time indicated in the product availability section.
If it turns out that the shipping deadline cannot be met, a new deadline will then be communicated to the Customer, based on the data known by Élhée. In this case, a proposal for order cancellation, credit note or refund will also be made to the Customer.
DELIVERY MEANS IN METROPOLITAN FRANCE
Standard delivery by Colissimo (usually observed time of 48h/72h)
This delivery method allows the Customer to receive his package within 48 hours of dispatch thanks to the Post Office and the Colissimo service (excluding order processing and preparation time which can take from 1 to 5 working days). Deliveries are made from Monday to Friday morning, except public holidays. The costs incurred for this option depend on the total weight and volume of the items ordered. The parcel is taken care of by the Post Office and delivered to the delivery address indicated by the Customer. In the event of absence during delivery, a transit advice note is left at the delivery address indicated by the Customer, which allows the latter to collect their package from the nearest post office. Parcels are kept pending at the Post Office for 15 calendar days. In the event of non-collection within the time limits set by the carrier, the products will be returned to Élhée, which reserves the right to refund the price of the products, the shipping costs remaining the responsibility of the Customer.
Delivery by UPS and DHL (usually observed time of 24 hours)
This delivery method allows the Customer to receive his package within 24 hours of dispatch thanks to UPS and DHL (excluding order processing and preparation time which can take 1 to 2 working days). Deliveries are made Monday to Friday, except public holidays. The costs incurred for this option depend on the total weight and volume of the items ordered.
The package is picked up by UPS or DHL and delivered to the delivery address indicated by the Customer. The Customer must ensure that when ordering, he correctly informs the conditions of access to the place of delivery (code, building, floor, door, etc.), as well as a telephone number where the Customer can be easily reached. In case of absence, the deliverer leaves a notice of passage with the indication of his next passage. The Customer may call UPS or DHL customer service to arrange a new delivery date that suits them better. Beyond 3 unsuccessful visits to the delivery address, the package is automatically returned to Élhée, which reserves the right to refund the price of the products.
The delivery times that we indicate are indicative and those generally observed. No refund of shipping costs will be made in the event of delivery within a longer period than those indicated.
MEANS OF DELIVERY OUTSIDE METROPOLITAN FRANCE
In Europe and abroad, delivery is made via various carriers: Colissimo, UPS, etc. The costs incurred depend on the country of destination, the weight and the total volume of the items selected. The costs and deadlines are indicated to the Customer before the final validation of his order.
Orders to countries outside the European Union are not subject to French VAT. However, they are subject to any taxes and customs fees in the country of destination. These costs and the related formalities are the responsibility of the customer/recipient. They are to be paid directly to the carrier upon delivery.
The customer is also responsible for checking the possibilities of importing the products ordered with regard to the law of the country of delivery. We recommend contacting the customs department for more information.
The products are packaged in such a way as to comply with the transport standards in force, and to ensure optimal protection of the products during their delivery. The Customer is asked to respect these same standards when returning a product, whether during an after-sales service, or when returning for convenience. In the event of a Product return, if we find that the Product returns to us damaged due to insufficient quality packaging, Élhée may decide to only partially reimburse the product or refuse to reimburse it if it is impossible to resale as is.
CUSTOMER RESPONSIBILITY FOR VERIFICATION OF PACKAGES UPON RECEIPT
Élhée reminds that it is the Customer's responsibility to inspect their parcels upon receipt in the presence of the delivery person and to immediately notify the carrier and Élhée Customer Service of any anomaly noted (shock, damaged parcel, delivery date not in accordance with normal deadlines delivery service). In the event that such mentions have not been made on the delivery slip presented to the Customer by the carrier, no complaint relating to the condition of the package(s) could be accepted a posteriori by Élhée.
DELIVERY DELAYS RELATED TO THE CARRIER
In the case of a delay in delivery compared to the deadlines announced by the carriers, the Customer must first contact the carrier or its distribution office in the case of La Poste, to see if the package is not pending. If necessary, the Customer may contact Élhée Customer Service by telephone or e-mail to open a dispute or investigation file to search for the package.
It happens that parcels are misplaced by carriers. The deadlines imposed by the carriers imply that the Customer declares the loss within 10 days of receipt of the shipping notice from Élhée. Under these conditions, Élhée is responsible for making the necessary complaints to the carrier concerned. Once the complaint and the opening of an investigation have been made, it may take 3 to 4 weeks to get a return from the carrier.
If the package is found, it will be forwarded immediately to the Customer's home. In the event that the package is not found, the Customer may then request the return of the same Product (within the time of availability), at the expense of Élhée, or the reimbursement of the amount paid. If the Product(s) ordered were no longer available at that time, Élhée will reimburse the amount of the Products concerned by the loss of the carrier.
The Customer must check the condition of the package before the carrier and make the necessary reservations on the delivery note in the event of partial or total deterioration. In the absence of a reservation, the product is deemed accepted by the Customer and cannot be the subject of any dispute concerning its delivery. The Customer must inform Élhée by e-mail as soon as possible, so that Élhée can take the necessary measures as soon as possible.