Shipping and delivery policy

This policy sets out the practical arrangements for the preparation, shipping and delivery of TELMA PARIS orders. It supplements the Terms and Conditions of Sale.

1.Order preparation

Orders are prepared after payment confirmation.

Orders are normally processed on business days. An order placed late, over a weekend or on a public holiday may begin preparation on the following business day.

During busy periods, in particular launches, holidays or promotional campaigns, preparation time may exceptionally be extended.

2.Confirmation and shipping

A confirmation email is sent after the order is validated.

When the parcel is handed to the carrier, tracking information is sent to the customer when available.

3.Delivery methods

Depending on the destination and available services, TELMA PARIS may in particular offer:

  • Home delivery.
  • Pickup point delivery.
  • Express delivery when this option is available.

The delivery methods actually offered and their rates appear before final order confirmation.

4.Delivery areas

TELMA PARIS only delivers to destinations offered during checkout.

When a destination is not available at the time of order, no delivery can be selected for it.

5.Delivery charges

Delivery charges are shown to the customer before final order confirmation.

They may in particular vary according to:

  • The destination.
  • The selected delivery method.
  • The weight or volume of the parcel.
  • The order amount.
  • Any promotional offers in force.

When free delivery is offered above a certain amount, the applicable threshold is the one shown on the Site at the time of the order.

6.Delivery times

The applicable delivery time or estimate is communicated to the customer when ordering.

It may in particular vary according to destination, carrier, public holidays or busy periods.

Failing any indication or agreement on a delivery date or period, the order is delivered without undue delay and no later than thirty (30) days after conclusion of the contract.

Any delivery estimates do not limit the consumer’s rights under applicable regulations.

7.Parcel tracking

When a tracking number or link is available, it is sent to the customer after shipment.

A “Track my order” feature may also be offered on the site.

8.Checking on receipt

The customer is invited to check the condition of the parcel and products upon receipt.

In case of apparent damage, it is recommended to keep and, if possible, photograph:

  • The box.
  • The inner protective packaging.
  • The carrier label.
  • The products concerned.

The Customer is also invited to contact TELMA PARIS as soon as possible to facilitate handling of the request.

9.Damaged product or parcel

If a product is broken, cracked, damaged or leaking during transport, TELMA PARIS may request the elements needed to identify and handle the damage, including:

  • The order number.
  • A photograph of the product concerned.
  • A photograph of the parcel.
  • A photograph of the shipping label.
  • Any element clearly identifying the nature of the damage.

Failure to report the damage immediately does not deprive the consumer of the warranties and rights provided by law.

10.Delivery delay

In case of an abnormal delay, the customer may contact TELMA PARIS with their order number.

TELMA PARIS may check the situation with the carrier and take appropriate measures in accordance with applicable legal provisions.

11.Lost parcel

When a parcel appears lost or its tracking stops updating abnormally, TELMA PARIS may open an investigation with the carrier.

When loss of the parcel is confirmed or legal conditions are met, TELMA PARIS may, depending on the situation, arrange a new shipment or a refund.

12.Incorrect or incomplete address

The customer must ensure the accuracy and completeness of the information provided when ordering.

When a parcel is returned to TELMA PARIS due to an incorrect or incomplete address provided by the customer, a new shipment may be offered after the information is corrected.

Costs related to this new shipment may be charged to the customer when the return results from incorrect or incomplete information attributable to them.

13.Parcel not collected from pickup point

When an order is delivered to a pickup point, the customer must collect the parcel within the time indicated by the carrier.

If not collected within that period, the parcel may be returned to TELMA PARIS.

Automatic return of an uncollected parcel does not, by itself, constitute exercise of the right of withdrawal.

A new shipment may be offered to the customer. Related costs may be charged when the return results from failure to collect within the allotted time.

14.Contact

For any question or difficulty related to a delivery:

Email: contact@telmaparis.com

Please include your order number to help us process your request.