Deliveries & Returns
1. Delivery conditions
1.1 General rules
Products ordered by the Buyer under the conditions described in Article 3.3 above will be delivered to the address indicated by the Buyer on the order form, only in metropolitan France (including Monaco and Corsica), all member countries of the European Union, Switzerland, the United States and Canada, Africa, Oceania, Asia as well as DOM.
By default, the invoices of purchase are addressed by electronic mail to the e-mail address indicated by the Buyer during his registration on the SECRETS DE LOLY Site. If the contractual conditions described below are not respected, no complaint from the Buyer will be accepted.
1.2 Characteristics of the delivery "Colissimo Suivi" of the Post office
1.2.1 Delivery method
Mail without signature
TThe package containing the ordered and paid products is deposited in the mailbox at the Delivery Address given by the buyer.In the event that the mailbox is insufficient in size, the Buyer or the recipient of the Order will receive a notice of delivery, allowing him/her to pick up the package at the place indicated in the notice of delivery within 10 to 14 days.
he package containing the ordered and paid products is deposited in the mailbox at the Delivery Address given by the buyer.
Colissimo followed-up against signature from La Poste
In case of absence, the Buyer or the recipient of the order receives a notice of passage/notification by mail/SMS of the Colissimo delivery service, allowing him to withdraw the ordered products in a relay point or in the nearest post office, indicated in the notice of passage/email/SMS during a period of 15 days.
In case of absence, the Buyer or the recipient receives a notice of passage, allowing him to withdraw the ordered products at the nearest point of sale indicated in the notice of passage during a period of 5 to 14 days, depending on the place of withdrawal.
The parcel containing the ordered and paid products is dropped off at the relay selected by the Buyer at the time of his Order.
The Buyer of the Order receives an email allowing him to withdraw the parcel at the relay during the time indicated in the email of SECRETS DE LOLY or of its carrier. The withdrawal in relay is possible only on presentation of the above-mentioned email, of the identity card and of a signature of the Buyer.
The signature affixed by the Buyer or the recipient of the Order on the PDA is proof of delivery and receipt by the Buyer or the recipient of the Order of the products ordered. No dispute regarding the delivery itself is possible, as the package can only be delivered upon presentation of proof of identity.
1.2.2 Returns in the absence of withdrawal
Whatever the mode of delivery, in the case where the parcel would not be withdrawn within the time indicated on the notice of passage, the parcel is turned over to the logistic service of the SECRETS DE LOLY (VEOLOG, Bâtiment 13 Niveau 1, 110 bis avenue du Général Leclerc, 93500 Pantin, FRANCE). In this case, the Buyer will get a refund of the amount of the Order, delivery fees deducted, by the same means of payment as the one used for the purchase, unless the Buyer expressly agrees to another means of refund.
1.2.3 Loss of a parcel
In the case of the loss of a parcel, les SECRETS DE LOLY is responsible for taking action against the carrier to report the loss, request an investigation of the package.
The file of complaint allowed to open an investigation is generally constituted of several pieces (certificate on the honor, number of personal complaint Colissimo) which will be asked to the Buyer by the Customer service of SECRETS DE LOLY, during their exchanges.
The results of the investigations are given by the carriers within 1 to 3 weeks. A refund or a new shipment of the order will be proposed to the Buyer according to the conclusions of the investigation. SECRETS DE LOLY will do its best to satisfy the Buyer and to shorten the delays.
1.2.4 Reception of the parcel
Any delivered product must be the object of a control and of possible reserves on the slip of the carrier in case of partial or total deterioration. If no reservations are made, the product is considered to have been delivered in good condition and cannot be contested later.
Any parcel not claimed and returned to the company SECRETS DE LOLY will be able to be reshipped at the expense of the recipient.
1.2.4 Error of delivery
Any anomaly concerning the delivery (damage, missing product compared to the delivery order, damaged parcel, broken products...) will have to be imperatively announced to the Customer service of SECRETS DE LOLY, in the 3 days following the delivery.
The Buyer or the recipient of the Order will have to announce the absence or the degradation of the product to the Customer service of SECRETS DE LOLY at email@example.com, which will remind him the procedure to be followed, such as indicated hereafter to be able to request a refund or a new sending of the ordered products.
SECRETS DE LOLY's Customer Service can ask for any information relative to the identity of the Buyer or the recipient, of the Order and of the parcel in order to proceed to any useful verification, on this occasion and with the aim of answering the complaint. It is strongly recommended to the Buyer, if he notices the slightest defect at the time of the delivery, to formulate reserves on the delivery order, to take photographs of the packing (labels included) and of the products in order to be able to provide SECRETS DE LOLY, the parts necessary to the examination of his complaint.
LES SECRETS DE LOLY will take in its charge all the expenses of return / forwarding concerning an anomaly born before the taking of possession of the product and thus to the transfer of the risks to the consumer.
A compensation, refund or exchange of the product will be offered to the Buyer, depending on the anomaly found.
1.2.5 Delivery time
For any order confirmed from Monday to Friday (except holidays) before 1pm on the SECRETS DE LOLY website, the preparation of the order will take place within 3 days.
Following of your order the preparation, the delivery times of your order in the conditions described in the article 3.3.above, are the following:
- Sending by Post without signature or Colissimo Suivi against signature of the POST: lower or equal to 5 working days in Metropolitan France and 5 to 8 days for the DOM-TOM and Europe, 8 to 15 days for the international.
- UPS France: 4 to 5 days
- UPS International (+DOM) : 5 to 10 days depending on the destination
- Mondial Relay France : 3 days
In any case, the Buyer is informed that the ordered products will be delivered within a maximum of 30 days as from the day following the one when the Buyer has registered his order, subject to the complete payment of the price.
In case of overtaking of the delivery periods by the carrier, such as mentioned above and exceeding 15 days not due to a case of absolute necessity, SECRETS DE LOLY will diligently investigate with the carrier and will contract the Buyer to propose him to cancel his order; the Buyer will have to formalize his choice to cancel the order by e-mail in return addressed to the Customer service.
There are no customs duties for products delivered in France or in the European Community. For other countries, customs taxes may be due. It is up to the customer to contact the customs services of his country to make a customs declaration if necessary. The company LES SECRETS DE LOLY will not be able in no case to be held for the person in charge for a possible overcost bound to these customs taxes.
As a reminder, the DOM TOM are considered outside the European Union and therefore subject to customs clearance.
The shipping costs are invoiced according to the weight of the parcel, the country of delivery and the carrier chosen.
Free shipping applies for all orders over 75 euros, to mainland France and Belgium only on Colissimo or Mondial Relay shipments.
2. Transfer of risks
Delivery shall be deemed to have taken place upon receipt of the products by the Buyer or a person designated by the Buyer. The transfer of risks takes place at the same time.
3. Delivery area and costs
- Mondial Relay
Mayotte, Guadeloupe, Martinique, Reunion Island, Sainte Lucia
French Guiana, New Caledonia, French Polynesia, Saint-Pierre and Miquelon, French Southern and Antarctic Lands, Wallis and Futuna
Germany, Andorra, Austria, Belgium, Bulgaria, Croatia, Denmark, Gibraltar, Ireland, Italy, Liechtenstein, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, San Marino, Spain, Sweden, United Kingdom, Switzerland, Vatican
Cyprus, Finland, Greece, Hungary, Iceland, Czech Republic, Slovakia, Slovenia, Bosnia-Herzegovina
Canada, United States
Argentina, Australia, Bahamas, Bahrain, Brazil, Belarus, Chile, China, Comoros, Cuba, Haiti, Hong Kong, India, Israel, Japan, Kuwait, Latvia, Lithuania, Madagascar, Mauritius, Mexico, New Zealand, Oman, Qatar, Russia, Saudi Arabia, South Africa, Taiwan, Turkey, Ukraine, United Arab Emirates
Countries not supplied
Afghanistan, Albania, Algeria, Angola, Anguilla, Antarctica, Antigua and Barbuda, Armenia, Aruba, Azerbaijan, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Burma, Bolivia, Botswana, Brunei, Burkina Faso, Burundi, Cambodia, Cameroon, Cape Verde, Chad, Colombia, Costa Rica, Côte d'Ivoire, Darussalam, Djibouti, Dominica, Ecuador, Egypt, El Salvador, Eritrea, Estonia, Federated States of Micronesia, Eswatini, Gabon, Gambia, Ghana, Georgia, South Georgia and the South Sandwich Islands, Grenada, Greenland, Guam, Guatemala, Guinea, Guinea-Bissau, Equatorial Guinea, Ethiopia, Fiji, Honduras, Aland Islands, Bouvet Island, Cayman Islands, Cocos (Keeling) Islands, Faroe Islands, Heard and McDonald Islands, Isles of Man, British Virgin Islands, Indonesia, Iran, Iraq, Jamaica, Jordan, Kazakhstan, Kenya, Marshall Islands, Northern Mariana Islands, Solomon Islands, Turks and Caicos Islands, United States Virgin Islands, Kenya, Kyrgyzstan, Kiribati, Laos, Lesotho, Lebanon, Liberia, Libya, Macao SAR China, Macedonia, Malawi, Malaysia, Maldives, Mali, Mauritania, Moldova, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Namibia, Nauru, Nepal, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Central African Republic, Democratic Republic of the Congo, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Puerto Rico, Rwanda, Western Sahara, Uzbekistan, Saint Helena, Saint Kitts and Nevis, Saint Vincent and the Grenadines, Samoa, American Samoa, Sao Tome and Principe, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Somalia, Sudan, Sri Lanka, Suriname, Svalbard and Jan Mayen, Syria, Tajikistan, Tanzania, Thailand, British Indian Ocean Territory, Occupied Palestinian Territory, Timor-Leste, Togo, Tokelau, Trinidad and Tobago, Tunisia, Turkmenistan, Tuvalu, Uganda, Uruguay, Vanuatu, Venezuela, Vietnam, Yemen, Yugoslavia, Zambia, Zimbabwe.
We invite you to consult our ist of distributors in order to find a retailer near you.
4. Right and time of withdrawal
In any case, and in accordance with the provisions of Article L. 121-20-3 of the Consumer Code, the products ordered will be delivered within a maximum period of thirty days from the day after the Buyer has registered his order, subject to full payment of the price.
4.1. Legal right of withdrawal
You have the right to withdraw from this contract without giving any reason within fourteen days. The withdrawal period expires fourteen days after the day on which you, or a third party other than the carrier and designated by you, takes physical possession of the last good.
To exercise the right of withdrawal, you must notify LES SECRETS DE LOLY, 56 rue Coriolis - 75012 Paris, firstname.lastname@example.org of your decision to withdraw from the present contract by means of an unambiguous statement (for example, letter sent by post or e-mail). You can use the model withdrawal form but it is not mandatory.
The Buyer can download the model in PDF right there and send it back to this same email address or to the following address:
SECRETS DE LOLY
À l'attention du Service Retours
44 rue Garibaldi
Alternatively, you can complete and submit the sample withdrawal form or other unambiguous statement on our website www.secretsdeloly.com.
If you use this option, we will immediately send you an acknowledgement of receipt of the withdrawal on a durable medium (by email).
4.2. Effects of withdrawal
In the event of your withdrawal from this Agreement, we will refund all payments received from you, including delivery charges (except for any additional charges arising from the fact that you have chosen a delivery method other than the cheaper standard delivery method offered by us) upon receipt of the return of your order following the refusal of delivery and in any event no later than fourteen days from the day we are informed of your decision to withdraw from this Agreement. We will make the refund using the same payment method you used for the original transaction, unless you expressly agree to a different method; in any event, this refund will not incur any costs for you. We may defer the refund until we have received the goods or you have provided proof of shipment of the goods, whichever comes first.
5. Return of products
In case of anomaly concerning the package (damaged package, open package, trace of liquid, ...) or the product(s) ordered (missing product(s), damaged product(s)), the Buyer or the recipient of the Order must follow the procedure described below that corresponds to the conditions of the Order. Failure to follow the appropriate procedure will exclude any recourse against the carrier and SECRETS DE LOLY. In particular, the Buyer will not be able to claim any refund. The Buyer or the recipient of the Order will not be able to claim that SECRETS DE LOLY delivers the ordered products again.
The Buyer or the recipient of the Order will have to announce the absence or the degradation of the product to the Customer Service of SECRETS DE LOLY at email@example.com as soon as possible and at the latest within 3 working days as from the delivery.
SECRETS DE LOLY's Customer Service may ask for any information relative to the identity of the Buyer or the recipient of the Order and proceed to any useful verification on this occasion.
In this case, the Buyer can notably ask for the model of retraction form at firstname.lastname@example.org and send it back to this same email address or to the following address:
SECRETS DE LOLY
To the attention of the Returns Department
44 rue Garibaldi
SECRETS DE LOLY does not accept packages sent with postage due. Any risk linked to the return of the product is at the charge of the Buyer.