Delivery

Shipping and Returns

Shipping Your Package

Products are delivered to the address provided by the consumer on the order form. The consumer is required to check the condition of the merchandise packaging upon delivery and to report any damage caused by the carrier on the delivery note, as well as to the company, within one week. Upon request, the consumer may have an invoice sent to the billing address rather than the delivery address by selecting the option provided for this purpose on the order form. Regarding shipping, we work with La Poste, DPD, TNT, Geodis Calberson, and DB Schenker. As soon as we process a shipment, you will receive an information email.

LA POSTE

Products of small or medium size are shipped via La Poste's Tracked Letter or Colissimo Tracked service, depending on the destination and type of merchandise. This service delivers within 48 hours in metropolitan France and gives you the option of picking up your ordered products at your nearest post office to the delivery address if you are absent from the original delivery location when the postman calls. Specifically, if you are absent on the day of delivery, your postman will leave a missed delivery notice in your letterbox, allowing you to collect your parcel at your post office during opening hours, within a period of 15 days. Colissimo Tracked is a highly reliable service. However, as with any shipment, there may be delivery delays or a product may go astray. In the event of a delivery delay compared to the date we indicated in the shipping email, we ask that you notify us of this delay by calling us by phone or sending us an email. We will then contact La Poste to initiate an investigation. A La Poste investigation can last up to 21 days from the date the investigation begins. If during this period the product is found, it will be immediately re-routed to your home (in the majority of cases). If, however, the product is not found at the end of the 21-day investigation period, La Poste considers the parcel lost. Only at this point can we send you a replacement product, at our expense. If the ordered product(s) are no longer available at that time, we will refund the amount for the products affected by the carrier's loss. If the product(s) are still available but their selling price on the site has changed, we will apply the new selling prices, either by refunding the difference by cheque or by requesting an additional cheque for this price difference. We accept no liability for extended delivery times due to the carrier, particularly in the event of lost products or strikes.

DPD

Items may be shipped by DPD instead of La Poste, depending on your choice. This service delivers within 24 to 48 hours in metropolitan France, excluding Corsica, and can drop parcels off at a nearby relay point close to the destination in the event of absence when the delivery driver calls. Specifically, if you are absent on the day of delivery, DPD will send you a text message informing you of where to collect your parcel within 10 working days. In the event of a delivery delay compared to the date we indicated in the shipping email, we ask that you notify us of this delay by calling us by phone or sending us an email. We will then contact DPD to initiate an investigation. A DPD investigation can last up to 72 working hours from the date the investigation begins. If during this period the product is found, it will be immediately re-routed to your home (in the majority of cases). If, however, the product is not found at the end of the investigation, DPD considers the parcel lost. Only at this point can we send you a replacement product, at our expense. If the ordered product(s) are no longer available at that time, we will refund the amount for the products affected by the carrier's loss. If the product(s) are still available but their selling price on the site has changed, we will apply the new selling prices, either by refunding the difference by cheque or by requesting an additional cheque for this price difference. We accept no liability for extended delivery times due to the carrier, particularly in the event of lost products or strikes.

Article 13: Delivery Issues Due to the Carrier

Any anomaly regarding delivery (damage, missing product compared to the delivery note, damaged parcel, broken products, etc.) must be indicated on the delivery note in the form of "handwritten reservations", accompanied by the customer's signature. The consumer must simultaneously confirm this anomaly by sending the carrier, within two (2) working days following the delivery date, a registered letter with acknowledgement of receipt detailing the said complaints. The consumer must send a copy of this letter by fax or standard mail to our customer service department:

Franc Online SARL 7 rue Claude Monet 27920 St Etienne sous Bailleul Tel 09 72 43 16 46 Fax 09 72 42 05 72

Article 14: Delivery Errors

• 14-a: The consumer must submit to Franc Online, on the same day of delivery or at the latest on the first working day following delivery, any complaint regarding a delivery error and/or non-conformity of products in nature or quality compared to the information shown on the order form. Any complaint submitted beyond this deadline will be rejected.
• 14-b: This complaint may be submitted to Franc Online as follows: - preferably by logging into our website under the "My Orders" section where, after entering your customer number, you can submit your query through the contact us menu, making sure to specify the order reference, - by phone at 09 72 43 16 46, Monday to Friday from 9am to 12:30pm and from 2pm to 5pm.
• 14-c: Any complaint not made in accordance with the rules defined above and within the allotted timeframes cannot be taken into account and will release Franc Online from any liability towards the consumer.
• 14-d: Upon receipt of the complaint, Franc Online will assign an exchange number for the product(s) concerned and will communicate it to the consumer by email, fax, or telephone. The exchange of a product can only take place after an exchange number has been assigned to the consumer following the procedure described above.
• 14-e: In the event of a delivery error or exchange, any product to be exchanged or refunded must be returned to Franc Online in its entirety and in its original packaging, via Registered Colissimo, to the following address:
  • Franc Online Returns Department, 7 rue Claude Monet 27920 St Etienne sous Bailleul
  • To be accepted, any return must be reported in advance to the Franc Online Customer Service department. You have 14 working days to return, at your own expense, any products that do not suit you. This period runs from the day of delivery of the consumer's order. If this deadline falls on a Saturday, Sunday, or public holiday, it is extended to the next working day.