Shipping policy

6/ Deliveries

Shipping your package:

Delivery is offered for orders for mainland France more than € 300. Packages are shipped via DHL  With a tracking number and awarded with signature. We send you a link to follow your package online. If, after the second passage of our delivery man, he still fails to deliver your package to you then it will be deposited in a DHL point near you.

Your order will be delivered to the address indicated when ordering.

In view of the realization of its diligence, the Customer Service La SARL DUCHATEL may require additional information to that provided online (copy of identity document, proof of address). In order to send your order to ship as soon as possible and resolve any possible difficulty, we recommend that you indicate a phone number where you will be easily reachable.

The customer is informed by e-mail, once the order has been sent, that his invoice including the delivery costs and the applicable VAT is accessible on his customer account, or it will be sent by email or at the time of delivery.

SARL DUCHATEL delivers all countries of the world, except in exceptional locations, except countries with which trade is legally limited/prohibited according to international standards, cases of force majeure, armed conflict, health context, etc., etc. which would prevent and/or prevent our partners from carrying out our mission. In such a case, after possible online purchase, our company will contact you to explain the problem encountered and will reimburse you within 14 days, via the system used for purchase.

Our shipments (and your regulations) are all taxes included (TTC) according to the tax rate on added value in force on French territory.

All any additional taxes in force according to the destination countries are to be paid by the customer in addition to the price of the product and any delivery costs, most often upon receipt of the package, according to the laws applied in the country of destination and the terms of the carrier.

 

Delivery is made up of the transfer to the customer of the physical possession of the products.

Pursuant to the legal provisions of the consumer code, any risk of loss or damage to property is transferred to the consumer at a time when the latter or a third party designated by him, and other than the carrier proposed by the professional, physically takes possession of these goods.

It is up to the customer to check that the products received comply with their order, This in the presence of the carrier; That these, in particular, were not damaged during transport. In the event that he notes any anomaly (missing, defective, deteriorated product, damaged delivery, etc.), He must express his reservations most precisely to the carrier, in writing, when the package is handed over and report it as soon as possible, by email, to the Sarl Duchatel ("contact@duchatel.com").

We will indicate by email the procedure to be followed in the event of a non-compliant order, in application of the provisions of article 7 below.

For an optimal delivery service, SARL Duchatel has chosen a partnership with DHL in France, Europe and internationally.

A tracking number may be communicated to you for monitoring delivery.

DHL conditions, especially transport, can be viewed online:

https://mydhl.express.dhl/fr/fr/legal.html

 

The following deadlines, simply indicative, will be sought by the Sarl Duchatel and DHL:

• Within 5 working days for France, the European Union, the United Kingdom, Switzerland and Norway, except in exceptional cases,
• Within 10 working days for destinations outside the European Union, except in exceptional cases.

We obviously do at best, with our DHL partner, to ensure deliveries as fast as possible. However, for delivery times which are contractually imposed on SARL Duchatel, the latter intends to prevail from the legal provisions recalled below, namely a maximum legal period of 30 days.

 An order placed on a Saturday, Sunday or public holiday will only be validated and processed from the next working day. Your signature will be requested on delivery (except in the event of a particular situation such as the measures taken with the health crisis linked to the COVID 19, for example). In the event of absence, a passing notice is filed in your mailbox and allows you to withdraw your package from the carrier or to program a new delivery.

 

When ordering a product on our site, before the finalization and payment of the price, it will always be indicated to the customer the total cost (product price with the cost of transport).

 

Possibly, due to the company's trade policy, an occasional promotion, a reduction voucher, a specific order amount, the transport prices may be reduced or deleted, which will be indicated during the finalization of online order.

SARL DUCHATEL makes every effort to comply with the delivery times mentioned when registering your order.  In the event of non-reception of a package within the indicated time, an investigation will be carried out with the carrier. This can take up to 30 working days maximum since the day of sending the confirmation by email from receipt of the order (subject to payment made).

The SARL Duchatel cannot be held responsible in the event of force majeure or made of the customer for any delivery defect. In any case contrary, the non-reception by the Customer of the order within the period indicated above 30 days may lead to the resolution of the sale, on the express written request of the Customer, by mail LRAR (SARL DUCHATEL, 48 Avenue Édouard VII 64200 Biarritz / France), under the conditions provided for in articles L216-2 and L 216-3 of the Consumer Code.

 

SARL Duchatel can freely call on other providers than DHL for the fulfillment of its delivery obligations.

Article L111-1 of the French Consumer Code has in particular:

"Before the consumer was bound by a contract for the sale of goods or providing services, the professional communicates to the consumer, in a readable and understandable manner, the following information:
1 ° The essential characteristics of the property or service, taking into account the communication medium used and the good or service concerned;

2 ° The price of the property or service, in application of articles L112-1 to L 112-4;

3 ° In the absence of immediate execution of the contract, the date or the period to which the professional undertakes to deliver the property or to execute the service;

4 ° Information relating to his identity, his postal, telephone and electronic contact details and his activities, provided that they do not emerge from the context;

5 ° If applicable, information relating to legal guarantees, the functionalities of the digital content and, if necessary, to its interoperability, to the existence of any restriction of software installation, to existence and to procedures for implementing guarantees and other contractual conditions;
6 ° The possibility of using a consumption mediator under the conditions provided for in title I of Book VI. »»

Pursuant to legal provisions, the professional delivers the property on the date or within the period indicated to the consumer. He delivers the good without unjustified delay and no later than thirty days after the conclusion of the contract. Delivery means the transfer to the consumer of physical possession or the control of the property. In the event of a breach of SARL Duchatel to its obligation to delivery of the property no later than thirty days after the conclusion of the contract, the consumer can resolve the contract, by registered letter with request for acknowledgment of receipt, if, after having enjoined, Depending on the same terms, the professional to make the delivery or provide the service within a reasonable additional time, the latter did not execute himself within this period.

The contract is considered to be resolved at the reception by the SARL DUCHATEL of the letter or the writing informing it of this resolution, unless it has been executed in the meantime.

When the contract is resolved by the Customer under the conditions provided for in article L216-2 of the Commercial Code, the SARL Duchatel will reimburse the consumer from all the sums paid, at the latest within fourteen days of the date on which the contract was denounced.

 

7/ Non -compliant delivery

If the item is not in accordance with the order (for example, delivery error by the SARL DUCHATEL on the reference of the ordered product, deteriorated product during transport or defective, etc.), after control during delivery by the carrier, You can refuse delivery, by expressing in writing all reservations to the carrier and by informing us by email as soon as possible.

If you have accepted delivery by expressing your reserves and after informing us by email (contact@duchatel.com), we will tell you the procedure to return the product to us as soon as possible, always with our partner DHL, who will be able to pick up the product at your address, or agree on another means with you, at our expense.

Our imposing our transport providers for returns procedures produced produced non -compliant by customers, the cost of returning products being at our expense.

You have the compliance guarantee provided for in article L217-4 of the Consumer Code and the compliance obligation provided for in article 1604 of the Civil Code.

You can choose, by expressing it by email (contact@duchatel.com):

 Insofar as you have returned the defective/non-compliance with the order/deteriorated and we will have received it for verification of non-compliance,

or request a new delivery compliance with the initial order (unless the items are not available, which will be indicated to you, a refund that can then be offered, or a credit, according to your choices);

or request the exchange by an article of the same value;

Or request the cancellation of the order and reimbursement of the sums paid, reimbursement that will take place within 14 days of your request, via the means of payment used.

 

The SARL Duchatel conditions and differs all the dedicated diligence, depending on the choice above, upon reception in its shop in Biarritz of the return of the products considered as non-compliant. No action will be taxable to our company before receipt of the products deemed to be non -compliant (other shipment, having, reimbursement, etc.)

In case a returned product is actually being in accordance with the order, without deterioration, without defect, the SARL Duchatel may in this case prefer to operate the customer of the purchased product, but not to follow up any other request , which would be equivalent to a new product order. Likewise, she may later refuse any possible new order of the Customer in question, if she considered that the return was abusive.

In all hypotheses, including exercise of the right of withdrawal (see article 8), if the company Duchatel were to note an abusive return situation, it could refuse to honor a possible subsequent order.

 

8 / Right to retract

The Customer has a period of fourteen (14) days from the date of receipt to exercise his right of withdrawal with SARL DUCHATEL, without having to justify reasons or pay penalty, Provided that the product (s) either (or have been returned in its original state, neither worn nor washed in the fourteen (14) days following the communication of the retraction decision.

 

The withdrawal form provided for this purpose with the delivery must be used to request the withdrawal, by mail, at our registered office, using the DHL services offered by SARL DUCHATEL for this purpose (or those of another chosen service provider by the SARL DUCHATEL).

In the absence of use of the form, after receipt by you or after sending your package by us by us, you will have to express your retraction wish in a clear way, in writing also and always to the address of the registered office of the Sarl Duchatel, Indicated in the form and recalled on the first page of the CGV contract, 48 avenue Édouard VII 64200 Biarritz.

In this case, you can also use the DHL services offered (or those of our then privileged partner). The SARL Duchatel has chosen this partner due to the quality of the services, in particular by facilitating the management of parcels and competitive prices.

 

If you retract immediately after your order, since you clearly express your decision by email ("contact@duchatel.com"), Before we have shipped your package, We will cancel the sending of the package and the sale. In this case, we will offer you a full refund, which will take place before 14 days via the means of payment that you had chosen, unless you prefer an exchange for an equivalent value product or benefit from a credit. We will communicate the procedure to set up these services and confirm the procedure by email or information on your personal account.

 

If you express your wish to withdraw after receiving the package, it will be imperative to follow the planned approach. Mainly, it will first be necessary to express your wish to withdraw by email ("contact@duchatel.com"). We will answer you within 48 hours (working days) to give you the procedure to follow.

 

We favor the use of our carrier for product returns. Therefore, we organize, with your collaboration, to take charge of the return package by our carrier at your home (initial delivery location). This requires knowing your availability. The return costs are your responsibility. Consequently, the reimbursement which will take place after receipt of the return package in Biarritz, subject to the planned conditions (see infra), will be done with a miniway costs advanced by us.

 

The client's attention is drawn to the return conditions.

The 14 -day period mentioned short from the day of receipt of the property by the consumer or a third party, other than the carrier, appointed by him, for contracts for the sale of goods. For contracts concluded outside the establishment, the consumer can exercise his right of withdrawal from the conclusion of the contract.  In the case of an order relating to several goods delivered separately or in the case of an order of an property made up of lots or multiple parts whose delivery is staggered over a defined period, the time runs from receipt of the last good or lot or the last room.  For contracts providing for regular delivery of goods for a defined period, the time short from receipt of the first property.

In accordance with Regulation No. 1182/71/ EEC of the Council of June 3, 1971 determining the rules applicable to deadlines, dates and terms: 

• 1 ° The day the contract is concluded or the day of receipt of the property is not counted within the period mentioned;
• 2 ° The deadline begins to run at the start of the first hour of the first day and ends at the end of the last hour of the last day of the deadline; 
• 3 ° If this deadline expires on a Saturday, a Sunday or a holiday or an unemployed day, it is extended until the first following working day.

The burden of proof of the exercise of the right of withdrawal under the conditions provided for on the consumer.

The consumer returns or restores the goods to the SARL DUCHATEL or to a person designated by the latter, in this case via the services of the DHL company (or other partner designated by the SARL DUCHATEL), by communicating the form without excessive delay and , at the latest, within fourteen days of the communication of his decision to retract.

The Customer only supports the direct costs of referring property.

As a rule, the customer must bear a cost of return of products, as part of the withdrawal, similar to that calculated/indicated for the delivery of the order concerned. If the customer has benefited from a decrease in prices or a delivery/cancellation of transport costs when ordering, they must honor the cost of return. This will take the form of a reimbursement reduced to transport costs for the return.

 

If the Customer makes the decision not to call on the services of our DHL carrier partner (or the carrier we have appointed), in the event of an exercise of withdrawal only, he must nevertheless continue to use the form received at the Reception of the package, or express in writing your right of withdrawal in a perfectly clear way. He will also have to use a carrier Assuming, such as our DHL partner, a parcel monitoring service and a similar delivery quality; The service must also include a handing over against signature. In this case, the Customer pays for their return all the return costs, whatever they are. The choice of another carrier than DHL (or another designated carrier) according to the proposal of SARL Duchatel is under the responsibility of the customer.

 

Delivery must always be made to the following address: SARL DUCHATEL 48 avenue Édouard VII 64200 Biarritz, France.

 

When the consumer entrusts the delivery of the property to a carrier other than that offered by the professional, the risk of loss or damage to the property is transferred to the consumer when the property is handed over to the carrier.

If the customer has paid the return costs, the reimbursement of the products will take place without a reduction in costs, subject to the infra conditions.

Attention : The customer's responsibility can be engaged in the event of depreciation of goods resulting from manipulations other than those strictly necessary to establish the nature, the characteristics and proper functioning of the goods purchased online.

 

To make an opinion on a product, you are entitled to handle it and inspect it in a way that would also be allowed in our Biarritz store, under the same conditions.

 

You can therefore try a garment and not wear it, use it under penalty of being held responsible for its depreciation (see article L221-3 of the Consumer Code).

 

The products must be returned perfectly new, with intact labels always attached, creative labels, as well as any other brand identification device present on the product or securing / proof, without any exception, authenticity cards always attached and intact , in their packaging, protective covers, Exactly as they were delivered to you and in the same state.

All shoes must be tried on a carpet, a carpet, as in our store, to avoid any sole wear.

Skin care, all cosmetic products must be returned perfectly intact, not open or used, in their original packaging, otherwise they will be returned to you and/or will not be refunded. Perfumes, nail polish and aerosols are neither exchangeable nor repayable.

Bathroom jerseys, panties, must be tried on underwear, without removing the adhesive protective bands. The items devoid of the latter or salis (in addition to the general defects exposed above such as the absence of labels or of original packaging) will not be accepted and will be returned to you without refund.

 

The depreciation of the value of the property can result in cleaning, repair costs, or if goods can no longer be sold as new, in the shortfall, objectively justified by the professional, as well as the systems protection/identification are deteriorated/missing.

The damaged or dirty, worn, washed, depreciated parts (within the meaning of law and case law, in particular because we could not resell items like new), used in any way (see also specific products below below ), will not be accepted.

 

In such hypotheses of deterioration/depreciation of returned products, these will be returned to you at our expense and will not be refunded.

An email or more emails will be sent to you for the return/possible reimbursement procedure.

 

Your possible refusal of receipt of a product returned by us due to the prior non-compliance with our withdrawal conditions is under your responsibility vis-à-vis the carrier and the SARL Duchatel. No refund or compensation can intervene, including after refusal to receive a product returned by us.

When the right of withdrawal is exercised in a legitimate way, without abuse and in accordance with our policy, the SARL DUCHATEL will reimburse the customer from all the sums paid, including any delivery costs which would have been paid by the customer initially, without delay Unjustified, within fourteen days from the date of receipt, in Biarritz, against signature, of the package containing the products which are the subject of a withdrawal. ``

 

However, the return costs are always the responsibility of the customer.

Consequently, when our company has taken care of the return procedure with its partner, the reimbursement will be reduced by the costs incurred by the SARL DUCHATEL.

The SARL Duchatel differs any reimbursement until the property is recovered and examining them to verify their condition.

 

We therefore commit you to favor a return with our partner DHL (or that designated by us), which is likely to accelerate and secure the reimbursement procedure, under the conditions provided above.

If the company Duchatel were to note a situation of exercise of abusive or too frequent rights of withdrawal, it could refuse to honor a possible subsequent order.