Delivery and acceptance

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

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, allowing him to withdraw the ordered products at the nearest post office indicated in the notice of passage during a period of fifteen days.

The Buyer or the recipient of the ordered products is invited to verify the apparent state of the products upon delivery.

In the case where the parcel is not collected within the time limit indicated on the notice of passage, the parcel is returned to the SECRETS DE LOLY logistics department (VEOLOG, Bâtiment 13, Niveau 1, 110 bis avenue du Général Leclerc, 93500 PANTIN). In this case, the Buyer will be reimbursed for the amount of the Order, delivery costs deducted, on the same means of payment as for the purchase, unless the Buyer expressly agrees to another means of reimbursement.

DHL

In case of absence, the parcel is automatically re-delivered on the next working day and if the Buyer or the recipient is still absent at the time of the second delivery of the order, he/she will receive a notice of passage, allowing him/her to collect the ordered products from the nearest DHL ServicePoint depot or DHL sorting center indicated in the notice of passage during a period of five to fourteen days, depending on the place of collection.

The Buyer or the recipient of the ordered products is invited to verify the apparent state of the products upon delivery.

In the case where the parcel is not collected within the time limit indicated on the notice of passage, the parcel is returned to the SECRETS DE LOLY logistics department (VEOLOG, Bâtiment 13, Niveau 1, 110 bis avenue du Général Leclerc, 93500 PANTIN). In this case, the Buyer will be reimbursed for the amount of the Order, delivery costs deducted, on the same means of payment as for the purchase, unless the Buyer expressly agrees to another means of reimbursement.

Mondial Relay

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/her to withdraw the parcel at the relay during the time indicated in the email from SECRETS DE LOLY or from 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.

After this delay, the package is returned to SECRETS DE LOLY. In this case, the buyer will be reimbursed for the amount of the order, on the same means of payment as for the purchase, except if the buyer expressly agrees to another means of reimbursement.

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 Loss of a parcel

In this case, LOLY'S SECRETS is obliged to respect the deadlines imposed by the Post Office or by the transporters concerning the declaration of loss and the refunding of the sending. In fact, the customer is also bound by these deadlines.

The file of complaint allowing to open an investigation is generally constituted of several parts (certificate on the honor, identity papers, 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 order will be proposed to the customer following the conclusion of the investigation. SECRETS DE LOLY will do its best to satisfy the customer and to shorten the delays.

1.2.3 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 SECRETS DE LOLY customer service, in the 3 days following the delivery.

The Buyer or the recipient of the Order will have to report the absence or the degradation of the product to the Customer Service of SECRETS DE LOLY at contact@secretsdeloly.com.

The Buyer or the recipient of the Order must follow the procedure provided by the client service, which corresponds to the conditions of the Order.

The non-respect of the procedure provided by the customer service excludes any recourse towards 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.
A compensation, a refund or an exchange of the product will be proposed to the customer, according to the noted anomaly.

The Customer Service of SECRETS DE LOLY can ask for any information concerning 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 in order to answer the complaint. It is strongly recommended to the Buyer, if he notices the slightest defect upon delivery, to take pictures of the packaging (including the labels) and of the products in order to provide SECRETS DE LOLY with the necessary documents to examine his claim.

SECRETS DE LOLY will take in charge all the expenses of return / reshipment concerning the error resulting from its fact.

Upon reception of the package by the customer, the latter must formulate by e-mail or postal mail to the SECRETS DE LOLY any complaint of nonconformity of the products in kind, in quality or in quantity compared to the indications appearing on the invoice.

LES SECRETS DE LOLY will refund the expenses of return concerning the error resulting from its fact.

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:

  • Colissimo followed-up against signature: less than or equal to 5 working days in metropolitan France, 5 to 8 working days for DOM and Europe and 8 to 15 days internationally.
  • DHL France: 24 to 48 hours
  • DHL International (+DOM) : 72h to 8 days depending on the destination
  • Mondial Relay France : 3 days

In case of overtaking of the delivery periods mentioned above and exceeding 15 days not due to a case of absolute necessity, the Buyer will have the possibility of cancelling his order by registered letter with request for acknowledgement of receipt addressed to the coordinates indicated in the heading "Contact us" of the Internet Site of LES SECRETS DE LOLY. SECRETS DE LOLY will then proceed to an investigation with the concerned carrier before the refund of the ordered products not delivered.

The Buyer can exercise this faculty of cancellation of his order for defect of delivery in the contractual delay, within a maximum delay of sixty working days running from the overtaking of the maximum delay indicated for the delivery of the products. The totality of the sums paid by the Purchaser will then be restored to him if the entirety of the order is returned, in the form of a credit note or refund, at the choice of the Purchaser, as soon as possible and at the latest within thirty days following the date on which the Purchaser exercised his right to obtain the cancellation of his order.

Customs

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.

Shipping costs

The shipping costs are invoiced according to the weight of the parcel, the country of delivery and the carrier chosen.

Shipping fees



The free shipping is applied to every order over 75€, to metropolitan France only.

3. Delivery area and costs

Metropolitan France

  • Colissimo
  • Mondial Relay
  • DHL

Dom-tom

Mayotte, Guadeloupe, Martinique, Reunion Island, Sainte Lucia

  • Colissimo
  • DHL

French Guiana, New Caledonia, French Polynesia, Saint-Pierre and Miquelon, French Southern and Antarctic Lands, Wallis and Futuna

  • DHL

Europe

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

  • Colissimo
  • DHL

Cyprus, Finland, Greece, Hungary, Iceland, Czech Republic, Slovakia, Slovenia, Bosnia-Herzegovina

  • Colissimo
  • DHL

Malta, Roumania

  • DHL

International

Canada, United States

  • Colissimo
  • DHL

Argentina, Australia, Bahamas, Bahrain, Brazil, Belarus, Chile, China, Comoros, Cuba, Guyana, Haiti, Hong Kong, India, Israel, Japan, Kuwait, Latvia, Lithuania, Madagascar, Mexico, New Zealand, Oman, Qatar, Russia, Saudi Arabia, South Africa, Taiwan, Turkey, Ukraine, United Arab Emirates

  • DHL

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, contact@secretsdeloly.com 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
94100 Saint-Maur-des-Fossés

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 contact@secretsdeloly.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 contact@secretsdeloly.com 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

94100 Saint-Maur-des-Fossés

FRANCE

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.