DELIVERIES AND RETURNS
1 – DELIVERY TERMS
MAISON ARCANE delivers ordered products only to the following countries:
France, Monaco, Germany, Belgium, Luxembourg, Netherlands, Austria, Spain, Great Britain, Italy, Liechtenstein, Poland, Portugal, Czech Republic, Switzerland, Andorra, Croatia, Denmark, Estonia, Hungary, Ireland (North and South), Latvia, Lithuania, Slovakia, Slovenia, Sweden, Bulgaria, Finland, Greece, Norway, Romania, Bosnia, Serbia.
Any order to destinations outside this list will be automatically cancelled.
MAISON ARCANE reserves the right to make the sending of the order conditional on full payment of the price by the customer.
Customs duties will be required for the following countries: Great Britain, Liechtenstein, Switzerland, Andorra, Greece, Norway, Bosnia, Serbia.
The customer will be informed by email that the package has been picked up by the carrier. They will then be given a delivery number that will allow them to track the delivery of their order in real time.
If the customer cannot take physical possession of the order on the scheduled delivery date, he/she may:
- either schedule a new delivery
- or collect the package from a relay point.
2 – DELIVERY COSTS
Deliveries are made only within Europe.
For any order of an amount greater than or equal to €150 (one hundred and fifty euros) of purchases, to the European Union, delivery is free.
However, some countries* apply customs taxes that remain the responsibility of the customer. If these taxes are not paid, the package will be automatically returned, and the item will be refunded excluding shipping costs.
Delivery costs are not included in the price of the items and are added when the order is validated and paid for.
They are calculated based on the destination country and the selected shipping method, according to the table below:
|
COUNTRY |
FREE DELIVERY (from 150€ of purchases) |
DELIVERY COSTS (if order less than €150 of purchases) |
CUSTOMS TAXES (to be paid by the customer) |
|
FRANCE |
OFFERED |
15€ |
- |
|
MONACO |
OFFERED |
15€ |
- |
|
GERMANY |
OFFERED |
15€ |
- |
|
BELGIUM |
OFFERED |
15€ |
- |
|
LUXEMBOURG |
OFFERED |
15€ |
- |
|
THE NETHERLANDS |
OFFERED |
15€ |
- |
|
AUSTRIA |
OFFERED |
20€ |
- |
|
SPAIN |
OFFERED |
20€ |
- |
|
GREAT BRITAIN* |
OFFERED |
20€ |
9€/PACKAGE |
|
ITALY |
OFFERED |
20€ |
- |
|
LIECHTENSTEIN* |
OFFERED |
20€ |
42€/PACKAGE |
|
POLAND |
OFFERED |
20€ |
- |
|
PORTUGAL |
OFFERED |
20€ |
- |
|
CZECH REPUBLIC |
OFFERED |
20€ |
- |
|
SWISS* |
OFFERED |
20€ |
42€/PACKAGE |
|
ANDORRA* |
OFFERED |
25€ |
42€/PACKAGE |
|
CROATIA |
OFFERED |
25€ |
- |
|
DENMARK |
OFFERED |
25€ |
- |
|
ESTONIA |
OFFERED |
25€ |
- |
|
HUNGARY |
OFFERED |
25€ |
- |
|
IRELAND (north & south) |
OFFERED |
25€ |
- |
|
LATVIA |
OFFERED |
25€ |
- |
|
LITHUANIA |
OFFERED |
25€ |
- |
|
SLOVAKIA |
OFFERED |
25€ |
- |
|
SLOVENIA |
OFFERED |
25€ |
- |
|
SUEDE |
OFFERED |
25€ |
- |
|
BULGARIA |
OFFERED |
30€ |
- |
|
FINLAND |
OFFERED |
30€ |
- |
|
GREECE* |
OFFERED |
30€ |
33€/PACKAGE |
|
NORWAY* |
OFFERED |
30€ |
42€/PACKAGE |
|
ROMANIA |
OFFERED |
30€ |
- |
|
BOSNIA* |
OFFERED |
45€ |
42€/PACKAGE |
|
SERBIA* |
OFFERED |
45€ |
42€/PACKAGE |
Prices shown include all taxes (TTC).
3 – RECEIPT OF PRODUCTS
Upon delivery of the order, the customer must check the conformity and condition of his order in the presence of the carrier and, where applicable, make any useful reservations regarding apparent defects (missing product, damaged package).
The customer is invited to contact the MAISON ARCANE online store Customer Service (contact form) within 14 (fourteen) working days of receiving the products. Unless there is a legitimate reason, any claim made after this period will be considered inadmissible.
4 – PRODUCT RETURN
4.1 RIGHT OF WITHDRAWAL
In accordance with the provisions of Articles L221-18 to L221-28 of the Consumer Code, the customer has the possibility, without reason, to withdraw from his order within 14 (fourteen) days from the day of receipt of the product(s) ordered, the date appearing on the carrier's receipt signed by the customer being authentic.
In the event of split delivery, the delivery date of the last item will be taken into account. When this period of 14 (fourteen) days expires on a Saturday, Sunday or public holiday, it is extended until the next working day.
As a reminder, the right of withdrawal only applies to consumers and non-professionals.
4.2 EXERCISE OF THE RIGHT OF WITHDRAWAL
The customer must express their unequivocal wish to withdraw. In order to facilitate the exercise of the right of withdrawal by the customer, MAISON ARCANE has established a withdrawal form (link to the withdrawal form) which is recommended to be used for any request for withdrawal. The customer completes the form and returns it by post to the following address, MAISON ARCANE, 127 Avenue du Maine, 75014 Paris, or via the electronic email address contact@maisonarcane.fr.
Although its use is recommended, as it helps avoid misunderstandings about the purpose of their request, the customer is not required to use this withdrawal form. In any event, the customer must express their wish to withdraw from the contract in a clear and unequivocal manner. There should be no doubt. They may use the postal address or email address indicated above to notify MAISON ARCANE of their withdrawal, on any medium and in any manner whatsoever.
4.3 RETURN TERMS
Each Product must be returned new and well protected with its original packaging. MAISON ARCANE will not issue any refund if the products returned by the customer do not correspond to the product(s) ordered or have an origin other than the online site.
Return shipping costs will be borne by the customer. Before returning the item, the customer must contact contact@maisonarcane.fr to explain the reason for the return.
The customer will then have to drop off the package at the corresponding collection point of their choice. The customer will then be reimbursed upon receipt of the product(s).
4.4 REFUND OF THE ORDER
MAISON ARCANE will refund the returned products, as well as the delivery costs by crediting the credit card used for payment. In the event of a partial return of the products, the delivery costs will not be refunded by MAISON ARCANE insofar as the customer has benefited from the delivery service for the retained products. The refund will be made within a maximum period of 14 (fourteen) days following the return of the products or the date on which the customer provided proof of shipment of the products (whichever comes first).
5 – AFTER-SALES SERVICE
Complaints relating to products ordered on the online site, including those relating to the exchange of products, are handled exclusively via the online site's after-sales service, which can be contacted using the contact form.
MAISON ARCANE brand products from reseller stores cannot under any circumstances be used for complaints related to an order on the online site.
6 – LIMITATION OF LIABILITY
MAISON ARCANE cannot be held responsible for the non-performance or incomplete performance of one of its obligations if the poor performance of the contract results from a case of force majeure as defined by law, the actions of the customer or the unforeseeable and insurmountable actions of a third party to the contract.
The products must be used in accordance with the usage recommendations accompanying each product. Modification of the product, its transformation, its misuse or its use not in accordance with these recommendations may cause damage for which MAISON ARCANE cannot be held liable.
7 – LEGAL GUARANTEES
MAISON ARCANE does not offer any guarantees other than the legal guarantees.
7.1 NON-CONFORMITY AND HIDDEN DEFECTS
MAISON ARCANE is bound by the legal guarantee of conformity and that relating to defects in the item sold.
The customer is invited to check the conformity of the products received in execution of his order and, in the event of a defect found, to contact the Customer Service of the MAISON ARCANE online store which will ensure its support by indicating the terms of return and replacement or refund. In the event of non-conformity or proven defect, the costs of returning the product are borne by MAISON ARCANE.
The replacement product will not be delivered until MAISON ARCANE has received the defective product. If the replacement of the product is impossible or cannot be implemented within 1 (one) month from receipt of the defective product by MAISON ARCANE, the customer will then have the choice between:
-
Return the product and request a refund
-
Or keep the product and request a partial refund from MAISON ARCANE.
7.2 EXCLUSION OF WARRANTY
If the products returned by the customer do not correspond to the products ordered and have an origin other than the MAISON ARCANE online store, MAISON ARCANE will not be bound by its obligations described in article 9.