Delivery and returns
DELIVERY
Products purchased by the buyer will be delivered to the address indicated by the buyer when ordering on the website, within a maximum of 5 working days in mainland France and Corsica. Except in special cases (packages that are too heavy, or quantities of products that are too large) or when one or more products are unavailable, the products ordered will be delivered in a single shipment.Packages are shipped via La Poste's "Colissimo suivi" service with no signature required, either at my post office or at a "Point Relais". The delivery time for Colissimo is generally 48 hours, up to 5 working days* for France.
*Working days: Monday to Friday, excluding public holidays.
DELIVERY METHODS AND CHARGES
Point relais and post office: €4.99 and FREE from €30 purchase, after discounts (in France). Delivery to collection points, hand-delivered. 1-5 working days* with Colissimo.Point Retrait delivery is available for metropolitan France, Corsica and Monaco.
- Home delivery without signature: 5.99€ and FREE from 35€ purchase, after discounts in France. Standard delivery, letter box delivery without signature. 1-5 working days* with Colissimo.
*Working days: Monday to Friday, excluding public holidays.
Packages are generally dispatched within 2 working days (48 hours) after receipt of payment and are shipped via Colissimo with tracking and drop-off without signature. Standard shipment is by Colissimo with tracking and drop-off without signature.
Domicile without signature :
With Colissimo delivery without signature, you can choose different billing and delivery addresses. If the size of the parcel does not allow it to be delivered to a letterbox, it will be made available to you at the post office to which you are attached. If you are absent at the time of delivery, the letter carrier will leave you a calling card so that you can collect your parcel from the post office.
You have 10 working days from the arrival of your parcel at the post office to collect it. After this period, it will be returned to sender.
It is the customer's responsibility to ensure that they have provided all the information required for delivery of their order. LOVEA cannot be held responsible if a delivery cannot be made due to incomplete and/or erroneous information provided by the customer.
In the event of a parcel being returned to our premises due to the impossibility of delivery (incorrect recipient address, etc), the customer will automatically be informed by e-mail or telephone. If there is no news from the customer within 48 hours of receipt of the e-mail or telephone call, LOVEA reserves the right to cancel the order. Shipping costs will not be refunded.
Point Relais :
You can choose one of the 3,000 retailers near your home, workplace or vacation destination from whom you would like to have your parcel delivered. To collect your parcel, show proof of identity. A person of your choice can also collect your parcel on presentation of your ID and theirs. You will be informed of the availability of your parcel by e-mail, allowing you to collect it within 10 working days. After this period, your parcel will be returned to sender.
If the collection point is saturated or closed, the parcel is automatically routed to the nearest collection point according to availability.
In the event of a parcel being returned to our premises due to the impossibility of delivery (time limit for delivery exceeded, incorrect recipient address, etc.), the customer will be automatically informed by e-mail or telephone. If there is no news from the customer within 48 hours of receipt of the e-mail or telephone call, LOVEA reserves the right to cancel the order. Shipping costs will not be refunded.
Following your order on lovea.fr, a confirmation email is sent to you. This email contains the tracking number of the parcel and allows you to follow it by going to the Colissimo website to ensure proper receipt.
On delivery, we ask you to check the packaging of your parcel.
If you have any doubts whatsoever about the condition or contents of your parcel, you must refuse it and/or return it unopened/unpacked to the Post Office clerk and fill in an anomaly report. This incident must be reported in writing or by e-mail to manon@lovea.fr in order to ensure follow-up.
Post Office :
You can choose the post office to which you would like your order to be delivered (no need for your letter carrier to visit your home first).
You will be informed of the availability of your parcel by SMS and email. To pick up your parcel, present your email or sms and a piece of identification. You have 10 working days to collect your parcel. After this period, your parcel will be returned to sender.
In the event of a specific request from the purchaser concerning the conditions of packaging or transport of the products ordered, duly accepted in writing by LOVEA, the related costs will be subject to specific additional invoicing, based on an estimate previously accepted in writing by the purchaser.
For any parcel weighing more than 30kg, we will be unable to deliver by Colissimo. Delivery will then be made by carrier, with delivery times specific to the carrier, and different from those guaranteed by Colissimo.
Delivery is deemed to have taken place when LOVEA hands over the products ordered to the carrier. The transfer of ownership of LOVEA's products and the correlative transfer of the risks of loss and deterioration relating to them, will take place upon acceptance of the order by LOVEA, materialising the agreement of the parties on the item and on the price, regardless of the date of payment and delivery. Products therefore travel at the risk of the purchaser who may, in the event of damage, make any claims to the carrier under the legal and regulatory conditions in force.
DELAYED OR FAILED DELIVERY
LOVEA undertakes to make every effort to deliver the products ordered within the timescales specified above. However, these delivery times are given as an indication and any delay will not give rise to any damages, withholding or cancellation of the order by the purchaser. However, if the products ordered have not been delivered within 30 days of the indicative delivery date, for any reason other than force majeure, the sale may be cancelled at the written request of the purchaser or LOVEA. The sums paid by the purchaser will then be refunded without delay, to the exclusion of any compensation or deduction.RETRACTATION
In accordance with the provisions of article L 221-20 of the French Consumer Code, the buyer has a cooling-off period of 14 working days from delivery of the products to return them to LOVEA for reimbursement.In accordance with the provisions of article L 221-28 5°, products will only be reimbursed if they have not been opened and are returned in their original packaging and in perfect condition. Used, damaged, soiled or incomplete items cannot be returned.
Return shipping costs will be borne exclusively by the purchaser. Please note that any parcel not dispatched by LOVEA is not under its responsibility. Only the sender of the parcel is able to launch an inquiry with the postal services.
To return the products, the buyer must :
- Send an e-mail to manon@lovea.fr to obtain a retraction form and a sworn statement that the products have not been opened.
- Fill in the forms and send them by e-mail.
- After acceptance by Lovea, the return of items must be accompanied by a copy of the order form.
- Upon receipt of the agreement, the customer has 14 days to return the product(s) to : LA PHOCEENNE DE COSMETIQUE - Chemin des Etamières - 78680 EPÔNE.
Reimbursement will be made within 14 days of receipt by LOVEA of the items returned by the buyer, excluding return costs.
Lovea reserves the right not to refund products that do not comply with the above provisions.
GUARANTEE
All products supplied by the seller are covered by the legal warranty provided by articles 1641 et seq. of the French Civil Code.The purchaser is obliged to check the condition of the products delivered. He/she has 30 days from delivery to express in writing any reservations or claims for non-conformity or apparent defects of the products delivered, with all relevant supporting documents.
All claims or requests for reimbursement must be made by post to the following address: LA PHOCEENNE DE COSMETIQUE - Chemin des Etamières - RD191 - 78680 EPÔNE, within 30 days of delivery (date as postmark).
LOVEA will replace, as soon as possible and at its own expense, any products delivered whose apparent defects or lack of conformity have been duly proven by the purchaser. Once this period has elapsed and if these formalities have not been respected, the products will be deemed to be in conformity and free from any apparent defect and no claim will be validly accepted by LOVEA.