Delivery and return
Article 7 - Delivery
1. Shipping and delivery costs
The products marketed by Naturare, in particular on the internet, can be delivered in France and abroad. Delivery costs or shipping costs are the responsibility of the Customer.
Deliveries are made to the address indicated on the order form which can only be in the agreed geographical area. Deliveries are made by La Poste via Colissimo or Mondial Relay or TNT, delivery service with tracking, delivery without signature. Delivery times are only indicative. The company Naturare can provide the buyer with the tracking number of his parcel by e-mail. The buyer is delivered to his home, his office or a relay point of his choice. If the buyer is absent, he will receive a delivery notice from La Poste, allowing him to collect the products ordered at the nearest post office, during a period indicated by the postal services. Thanks to his tracking number, he also has the possibility of being informed at any time of the progress of his delivery or of the place to collect his package. He can at any time launch a follow-up search for his parcel on the site of our delivery provider, La Poste, Mondial Relay or TNT. At the time of the order, the buyer is informed of the service provider who will take care of the delivery of his package. The risks associated with transport are the responsibility of the purchaser from the moment the items leave the premises of the company Naturare. The buyer is required to check, in the presence of the La Poste employee or the delivery person, the condition of the packaging of the goods and their contents on delivery. In the event of damage during transport, any protest must be made to the carrier within three days of delivery. Delivery costs are calculated according to the amount, weight and volume of the order according to the terms and prices of our various delivery providers La Poste, Mondial Relay or TNT.
2. Processing / preparation / shipping / delivery times
The preparation of your orders is carried out upon receipt of your payment, it generally takes 4, 5 days, in normal crowds. We make every effort to process your orders as quickly as possible. If, however, you do not have a shipping confirmation, this may be due to a high influx of orders extending the preparation time for your order. Do not worry if your order has been confirmed and your payment has been received, you will be informed of the departure of your order from our company and its delivery to the delivery services. You will thus obtain the tracking number allowing you to follow the delivery of your package at any time via the sites of our delivery providers. It sometimes happens that the parcel is not yet visible on the respective sites of the delivery services, this is normal, a small time of computer processing and updating of their service is sometimes necessary before your parcel appears on the follow-up. If, however, its routing has been unavailable for several days, do not hesitate to contact the service provider in question directly.
After delivery by our Shipping Department, your order is delivered in 2 to 3 days by Coliposte (colissimo followed) or TNT, in 3 days via Modial Relay for delivery in France. For deliveries within the European Union, the delay is 2.3 depending on the carrier. For international deliveries, the delay is 3 to 6 working days depending on the destination, depending on the delivery service. Delivery times vary according to the day and time of the parcel's drop-off, its destination and any transport hazard is beyond our control.
These deadlines are understood in working days, excluding postal delivery problems of any kind.
These deadlines are given as an indication, however the responsibility of Naturare could not be engaged in the event of delay of delivery independent of its will. Our delivery providers make every effort to get your orders as quickly as possible. Stay Slow Life, No Stress. Everyone does their best to satisfy you.
4. Delay / lack of delivery
Colissimo, Mondial Relay and TNT are very reliable services. However, it is possible, as in any expedition, that there is a delay in delivery or that the package gets lost. In the event of a delay in delivery, do not hesitate to contact the delivery provider in question to clarify the situation or to contact Naturare. So that Naturare can transmit the information to the Post Office or to Mondial Relay or to TNT to trigger the opening of an investigation. If during the investigation the package is found it will be immediately forwarded to the Customer's home.
Any anomaly concerning the delivery (damage, open package, damaged package, broken products, etc.) must be indicated on the delivery slip in the form of "handwritten reserves", accompanied by the Customer's signature. The Customer must immediately report the anomaly to Naturare Customer Service accompanied by photos illustrating the anomaly so that a complaint can be made to the delivery providers.
Return and exchange policy
Before undertaking any return process, it is essential to contact customer service at the following e-mail address: firstname.lastname@example.org. The Customer must return the Products no later than fourteen (14) days after having communicated their decision to withdraw to the following address communicated by e-mail
The return of the package must be made by the customer, via Colissimo or Mondial Relay or chronopost or TNT or DHL, and will be the responsibility of the customer.
Returned products must be in good condition, in their original packaging, unopened, unused, unopened, complete and undamaged. Articles which have been unsealed after delivery cannot be returned for reasons of hygiene or health protection, as well as for articles which have been consumed, even partially. Our products meet fairly strict conditions, hygiene and quality standards also any product returned without taking into account the points exposed above, the buyer runs the risk that the product will not be accepted, it cannot be taken back, exchanged because it will no longer comply with our charter and quality requirements. It will become unusable and impossible to market. Returned products must be accompanied by the return form requested by email, the delivery note and invoice. Consult the withdrawal & return procedure in the General Terms and Conditions of Sale of the Naturare site.
Complaints and right of withdrawal from internet sales
The Naturare company is the only company authorized to deal with all complaints relating to the products sold, their delivery and their payment. If the dispute relates to payment transactions by credit card, the Stripe Payment service and the Naturare bank may be consulted.
For any questions or information, customer service is available by email at: email@example.com.
You have fourteen (14) clear days to inform us of your desire to retract. This period starts from the day after receipt of your order. To exercise your right of withdrawal, you must notify us by email of your decision within the time limit. It is not possible to exchange products.
A withdrawal form can be sent to any customer who wishes. For this, he will have to make a request to our customer service by sending an e-mail to firstname.lastname@example.org.
The item (s) must be returned in their original packaging and packaging (carefully packaged) accompanied, inside the package, by the withdrawal form duly completed by the customer and enclose inside the delivery slip received. in your package or the invoice sent by e-mail. Stick the La Poste label on the cardboard box and drop off your package at the post office. Upon receipt of your package in our depot, you will receive a message and a credit note. The amount will then be refunded to you at the latest within fourteen (14) days depending on the method of payment used to place your order. You must return or return the goods to us without undue delay and in any event no later than fourteen (14) days.
The item (s) will then either be exchanged. The return of goods is made at the expense, risk and peril of the customer. This right of withdrawal cannot be exercised in the cases provided for in Article L. 121-21-8 of the Consumer Code, and in particular for items which have been unsealed after delivery and which cannot be returned for hygiene or health protection reasons, and in accordance with article L221-28 of the Consumer Code, as well as for items that have been consumed, even partially, Products that have been opened by the Buyer after delivery cannot be subject to a right of withdrawal and therefore a refund.
Our products meet fairly strict conditions, hygiene and quality standards also any product returned without taking into account the points exposed above, the buyer runs the risk that the product will not be accepted, it cannot be taken back, exchanged or refunded because it will no longer comply with our quality charter.