ARTICLE 1 – DELIVERY AREAS

ELORIS PARIS delivers to mainland France excluding Corsica, and to several European countries, including Belgium, the Netherlands, Luxembourg, Germany, Italy, Spain and Portugal.

Shipping costs vary according to the destination, parcel weight and shipping method selected when ordering.

The Seller reserves the right to change the areas served and delivery terms at any time.

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ARTICLE 2 – PROCESSING AND DELIVERY TIMES

Orders are usually prepared and shipped within 24 to 72 business hours after payment has been approved.

Estimated delivery times:

• Mainland France: 3 to 5 working days;

• Europe and international: 7 to 14 working days.

These times are provided for guidance only.

The Seller cannot be held responsible for delays attributable in particular to:

• the carrier;

• customs formalities;

• an event of force majeure;

• a period of high activity;

• an incomplete or incorrect address provided by the Customer.

No change of address can be guaranteed after the order has been confirmed.

The Seller cannot be held responsible for failure to perform resulting from an event of force majeure.

The Seller reserves the right to suspend any order or refund request in the event of suspected fraud.

The Seller reserves the right to refuse or cancel any order presenting a risk of fraud or involving a previous dispute.

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ARTICLE 3 – SHIPPING COSTS

The delivery methods offered may include:

• home delivery by Colissimo;
• delivery to a pickup point or locker by Mondial Relay.
  

Available methods and their prices depend in particular on the destination, parcel weight and options offered when ordering.

The applicable shipping costs are shown to the Customer before final confirmation and payment of the order.

Delivery to a Mondial Relay pickup point or locker is free for purchases of €60 including VAT or more for orders delivered to mainland France excluding Corsica.

Mondial Relay and Colissimo shipping rates are those displayed when ordering. They may change according to carrier rates, without affecting orders already confirmed.

Other free shipping offers may apply according to the promotional terms in effect when ordering.

ARTICLE 3.2 – DELIVERY BY MONDIAL RELAY

For delivery to a Mondial Relay pickup point or locker, the Customer selects a preferred collection location from those offered when ordering.

The Customer is responsible for the accuracy and completeness of the information provided when ordering, including their first and last name, email address and telephone number.

These contact details may be shared with Mondial Relay to allow notifications about dispatch, tracking and availability of the parcel for collection.

If the email address or telephone number is incorrect, incomplete or out of date, the Customer may not receive carrier notifications. The Customer is also responsible for tracking their parcel using the tracking number provided.

If the location initially selected is closed, full, unavailable or cannot receive the delivery, Mondial Relay may redirect the parcel to another available pickup point or locker, in accordance with its carriage terms.

The final collection location may therefore differ from the one initially chosen. The carrier will inform the Customer, provided the contact details supplied are correct.

The Customer must collect the parcel within the period specified by Mondial Relay. If it is not collected within this period, it may be returned to the Seller. Any return and redelivery costs may be charged to the Customer within the limits permitted by applicable regulations.

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ARTICLE 4 – ORDER TRACKING

Once the order has been shipped, an email containing a tracking number is sent to the Customer so they can track the parcel.

The risk of loss or damage to the products passes to the Customer or any third party designated by them upon taking physical possession of the products.

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ARTICLE 5 – RIGHT OF WITHDRAWAL

In accordance with Articles L.221-18 to L.221-28 of the French Consumer Code, the Customer has a statutory period of fourteen (14) calendar days from receipt of the products to exercise their right of withdrawal without having to provide a reason.

The Customer must notify the Seller of their decision to withdraw by any written means that allows proof to be retained.

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ARTICLE 6 – EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

In accordance with Article L.221-28 of the French Consumer Code, certain products cannot be returned or refunded, including:

• opened products;

• unsealed products;

• fragrances that have been tested or used;

• personalised products;

• damaged products;

• products that cannot be returned for hygiene or health protection reasons.

For hygiene and safety reasons, any fragrance that has been opened, used or unsealed cannot be refunded.

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ARTICLE 7 – RETURN CONDITIONS

Returned products must:

• be new;

• be unused;

• be returned in their original packaging;

• be complete;

• be in perfect resaleable condition.

Any product that is incomplete, opened, used, damaged or shows signs of use may be refused or subject to a reduction in value.

The Customer remains responsible for any reduction in the product's value resulting from handling beyond what is necessary to establish its nature, characteristics and proper functioning.

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ARTICLE 8 – RETURNS PROCEDURE

All return requests must be sent to customer service at the following address:

contact@elorisparis.com

The request must include:

• the order number;

• the Customer's identity;

• the reason for the request;

• photographs if necessary.

Return instructions will be provided after the Seller has approved the request.

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ARTICLE 9 – RETURN COSTS

Unless there is an error attributable to the Seller or the product is confirmed defective, return costs remain payable by the Customer.

Returns must be sent to the address provided by the Seller using a tracked shipping method that provides proof of receipt of the parcel.

Unless the Seller has given prior written agreement, no return may be sent to a pickup point, automated locker or any other location requiring collection by the Seller.

The Customer must provide the Seller with the parcel tracking number as soon as it is dispatched.

Returns sent without a tracking number or by a delivery method that does not provide proof of delivery to the Seller may not be taken into account until the parcel has actually been received.

The Customer remains responsible for transport risks associated with the returned product until it is actually received by the Seller.

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ARTICLE 10 – REFUNDS

In accordance with Article L.221-24 of the French Consumer Code, refunds are issued within a maximum of fourteen (14) days after receipt, inspection and approval of the returned product.

Refunds are made using the same payment method used for the order, unless expressly agreed otherwise.

The Seller reserves the right to withhold the refund until the product is actually recovered or proof of dispatch is received from the Customer.

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ARTICLE 11 – UNCLAIMED, REFUSED OR RETURNED PARCELS

If a parcel is refused, is not claimed within the period specified by the carrier or pickup point, or an incorrect address is provided by the Customer, the Seller reserves the right to deduct from the refund the outbound transport costs actually incurred, return costs, redelivery costs and any logistics or storage costs directly related to managing the order, within the limits permitted by applicable regulations.

Refusing a parcel or failing to collect it does not, by itself, constitute a valid exercise of the right of withdrawal under the French Consumer Code.

Any request to withdraw must be clearly notified to the Seller in accordance with these terms.

In the event of abusive behaviour, proven fraud or attempted fraud, the Seller reserves the right to refuse any refund of transport, return, logistics and storage costs and other costs directly incurred as a result of the Customer's behaviour, within the limits permitted by applicable regulations.

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ARTICLE 12 – DELIVERY PROBLEMS

In the event of loss, delay or a delivery issue, the Customer is asked to contact customer service as soon as possible.

The Seller may assist the Customer in dealing with the carrier, without guaranteeing the outcome of any procedures initiated by the carrier.

The Customer must check the apparent condition of the parcel and, where possible, its contents at the time of delivery.

If the parcel is damaged, opened, deteriorated or shows a visible issue, the Customer is asked to refuse it or immediately record precise, complete and substantiated reservations with the carrier upon receipt.

Reservations must describe the damage observed precisely. General wording such as "subject to unpacking" does not, by itself, establish the nature of the damage.

If the product or its contents appear damaged, the Customer must inform the Seller as soon as possible, preferably within forty-eight (48) hours of receiving the parcel.

The claim must include photographs clearly identifying:

– the parcel's outer packaging;
– the shipping label;
– the inner protective materials;
– the product or products concerned;
– the damage observed.

Failure to record reservations with the carrier at delivery does not automatically deprive the Customer of their statutory rights. However, it may make it harder to establish the existence and origin of visible transport damage.

All claims must include sufficient supporting evidence for the Seller to verify their validity and circumstances. The Seller reserves the right to request any additional document or information necessary to investigate the claim.

The provisions of this article do not prevent the application of the statutory warranties available to the consumer Customer.

ARTICLE 12.2 – PARCEL MARKED AS DELIVERED

When the carrier indicates that the parcel has been delivered to the address provided by the Customer, delivery is presumed to have taken place.

Before making a claim, the Customer is asked to check with household members, neighbours, the building caretaker or any third party who may have received the parcel.

In the event of a dispute, the Customer must provide any evidence supporting their claim.

The Seller may request any appropriate investigation from the carrier before deciding on a possible refund or replacement.