ARTICLE 8: DELIVERY
DELIVERY ZONES
The geographical delivery zone for the Élhée boutique offer is as follows:
Metropolitan France, Corsica and Monaco and certain countries in Europe and the rest of the world.
The Customer may contact the Élhée Customer Service Department for more information on delivery conditions to a specific country in the world. Orders to countries outside the European Union are not subject to French VAT. However, they may be subject to taxes and customs duties in the country of destination. These costs and related formalities are the responsibility of the customer/consignee. They must be paid directly to the carrier at the time of delivery. The customer is also responsible for checking whether the products ordered can be imported under the laws of the country of delivery. We recommend contacting the customs authorities for further information.
DELIVERY SERVICES
Products are delivered to the address indicated by the Customer on the order form. The Customer is responsible for verifying the completeness and accuracy of the information provided to Élhée. Elhée cannot be held responsible for any input errors and the consequences in terms of late or incorrect delivery. In this context, all costs incurred for the reshipment of the order will be entirely at the Customer's expense.
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 of postal services and means of transport and/or communications).
SHIPPING DEADLINES
Orders placed online via the elhee.com website are checked daily from Monday to Friday, except for public holidays. Elhee does its utmost to process and dispatch orders within 1 working day. However, depending on the item, the processing and preparation time for an order may be longer, taking between 1 and 5 working days. Upon receipt of the shipment confirmation e-mail, the Customer may take into account the carrier lead times 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 immediately available products as soon as possible, he is advised to isolate these items in a specific separate order.
SHIPPING DEADLINES
Shipping times depend on the carrier chosen by the customer and the place of delivery.
Élhée informs customers of the delivery times announced by the chosen carrier. Shipping costs are calculated according to the country of delivery at the time of shopping and are definitively confirmed according to the mode of transport and delivery destination chosen, before final validation of the order. However, Élhée informs its customers that delivery times 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 the order was placed 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 delivery date cannot be met, a new delivery date will be communicated to the Customer, based on data known by Élhée. In this case, a proposal for order cancellation, credit note or refund will also be made to the Customer.
MEANS OF DELIVERY IN METROPOLITAN FRANCE
Standard delivery by Colissimo (usually 48h/72h)
This delivery method allows the customer to receive his or her parcel within 48 hours of dispatch, thanks to La Poste and the Colissimo service (excluding order processing and preparation time, which can take from 1 to 5 working days). Deliveries are made Monday to Friday mornings, except on public holidays. The cost of this option depends on the total weight and volume of the items ordered. The parcel is picked up by La Poste and delivered to the delivery address indicated by the customer. If the Customer is absent at the time of delivery, a delivery notice will be left at the delivery address indicated by the Customer, enabling the Customer to collect the parcel from the nearest post office. Parcels are kept pending at the post office for 15 calendar days. If the products are not collected within the time limit set by the carrier, they will be returned to Élhée, which reserves the right to reimburse the price of the products, with shipping costs remaining at the Customer's expense.
Delivery by UPS and DHL (usually 24 hours)
This method of delivery allows customers to receive their parcel within 24 hours of dispatch by UPS and DHL (excluding order processing and preparation time, which may take 1 to 2 working days). Deliveries are made Monday to Friday, except on public holidays. The cost of this option depends on the total weight and volume of the items ordered.
The parcel is picked up by UPS or DHL and delivered to the delivery address indicated by the Customer. When placing your order, you must ensure that you specify the access conditions to the delivery address (code, building, floor, door, etc.), as well as a telephone number where you can be easily reached. In the event of absence, the delivery driver will leave a note indicating when he will return. The Customer may call UPS or DHL customer service to arrange a new delivery date that is more convenient for him. After 3 unsuccessful deliveries to the delivery address, the parcel is automatically returned to Élhée, who reserves the right to refund the price of the products.
The delivery times we indicate are indicative and those generally observed. No reimbursement of shipping costs will be made in the event of delivery taking longer 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 destination country, and the total weight and volume of the items selected. Costs and delivery times are indicated to the customer before the order is confirmed.
Orders to countries outside the European Union are not subject to French VAT. However, they may be subject to taxes and customs duties in the country of destination. These costs and related formalities are the responsibility of the customer/consignee. They must be paid directly to the carrier at the time of delivery.
The customer is also responsible for checking whether the products ordered can be imported under the laws of the country of delivery. We recommend contacting the customs authorities for further information.
PACKAGING
Products are packaged in such a way as to comply with current transport standards, and to ensure optimum protection of the products during delivery. The customer is asked to respect these same standards when returning a product, whether for after-sales service or for a return for convenience. In the event of a product return, if we find that the product has been returned to us damaged due to inadequate packaging, Élhée may decide to reimburse only part of the cost of the product, or refuse to reimburse the cost of the product if it cannot be resold in its original condition.
CUSTOMER'S RESPONSIBILITY TO CHECK PACKAGES UPON RECEIPT
Élhée reminds customers that it is their responsibility to inspect their packages upon receipt in the presence of the delivery person, and to immediately notify the carrier and the Élhée Customer Service Department of any anomaly noted (e.g., shock, damaged package, delivery date that does not comply with the normal delivery service deadlines). In the event that such information has not been included on the delivery slip presented to the Customer by the carrier, no claim relating to the condition of the parcel(s) may be accepted a posteriori by Élhée.
DELIVERY DELAYS RELATED TO THE CARRIER
In the event of a delivery delay in relation to the times announced by the carriers, the Customer should first contact the carrier or its distribution office in the case of La Poste, to see if the parcel is not pending. If this is the case, the Customer may contact the Élhée Customer Service department by telephone or e-mail to open a dispute or investigation file in order to search for the parcel.
Sometimes parcels are mislaid by carriers. The deadlines imposed by the carriers require the Customer to declare the loss within 10 days of receipt of Élhée's dispatch notice. Élhée will then make the necessary claims with the carrier concerned. Once the claim and investigation have been made, it may take 3 to 4 weeks for the carrier to return the parcel.
If the parcel is found, it will be returned immediately to the Customer's home address. If the parcel is not found, the Customer may request the return of the same Product (subject to availability), at Élhée's expense, or a refund of the amount paid. If the Product(s) ordered are no longer available at that time, Élhée will reimburse the amount of the Products concerned by the carrier's loss.
DAMAGED PACKAGES
It is the customer's responsibility to check the condition of the package in the presence of the carrier, and to make any necessary reservations on the delivery note in the event of partial or total deterioration. In the absence of any reservations, the product is deemed to have been accepted by the Customer and may not 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 quickly as possible.