Shipments and returns

Your pack shipment

Packages are generally dispatched within 48 hours after receiving your payment. If you choose to pay by check or bank transfer, please note that your order will not be processed and delivery will be delayed until we have received your payment for the full amount.

Shipping charges include packaging, handling and postage. They may contain a fixed and a variable part based on price or weight of your order. We advise you to group your items in one order. We can not group two distinct orders and you will pay postage for each of them. Your package is shipped at your own risk, but special care is taken to protect fragile parcels.

Boxes are amply sized and your items are well-protected.

The products are delivered to the shipping address the customer provided during the procurement process orders.

Upon receipt, the customer must check the state of the package and immediately signal on the delivery slip any damages due to the carrier as well as inform Atelier du Soleil d’Or within two workable days.

As regards shipping, we work mainly with Colissimo Monitoring with either drop-off without signature or private carrier.

Whatever the chosen method of shipping, a confirmation email will be sent to you the day of the dispatch.

THE POST

To minimize transportation costs, all products of low and moderate congestion are shipped by postal service Colissimo Monitoring. This service delivers in 2 to 5 working days all over France.

If you are absent the day of delivery, your postman will leave a notice in your mailbox; you will collect your parcel at your post office during business hours within 15 days.

Colissimo Monitoring is a very reliable service. However, as in any expedition, there may be a delay of delivery or the product may get lost. In case of late delivery from the date we have indicated in the mail, we ask that you notify us of the delay by sending us an email. We will then contact the Post to start investigation. A post investigation may take up to 21 days from the date of commencement of the investigation. If during this period the product is found, it will immediately re-routed to your home. If however the product is not found at the end of the 21-day period, the Post considers the package as lost. It is only then that we can send you a replacement at our expense. If the product ordered were not available at this time, we will refund the amount of the products affected by the loss of carrier. We disclaim any responsibility for the longer delivery times because of carrier, including for loss of goods or strike.

PRIVATE CARRIER

A private carrier is used only in case of abnormal or heavy shipments and products non-accepted by the Post. Jin case of absence and just like the postman, the deliveryman will leave you a transit advice note and a telephone number in order to agree with you on one day of re-delivery, or on going to collect the package in the nearest agency at your convenience. If you have not received your order within the 21 days following our confirmation email, please do not hesitate to let us know. We will directly deal with them in order for the latter to make the declaration of loss as soon as possible (no minimum period), and we can then proceed to the re-dispatch.  

Delivery problems due to carrier

Any anomaly concerning the delivery (damage, missing product compared to the delivery order, damaged package, broken product…) must be indicated on the delivery slip in the form of “handwritten reserves”, accompanied by the client’s signature. The customer must confirm this problem by sending to the carrier a registered post with recorded delivery stating those claims within 2 working days following the date of delivery. The customer must send a copy of this letter by mail to: Atelier du Soleil d’Or, 3 avenue du Soleil d’Or, 06230 Villefranche sur Mer.

Our company reserves the right to cancel any orders concerning a country where there are specific local regulations. Considering the existing regulatory limitations on air transport of products with alcohol, Eaux de toilette and perfumes orders will be accepted only for the following countries: France*, Germany*, Austria, Belgium, Bulgaria, Denmark*, Spain*, Estonia, Finland*, Great-Britain*, Greece*, USA*, Canada*, Hungary, Ireland, Italia*, Latvia, Liechtenstein, Lithuania, Luxembourg, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Switzerland, Czech Republic.

*Except DOM-TOM, Büsingen, Helgoland, Greenland, the Faeroe Islands, the Canary Islands, Ceuta, Melilla, the Balearics, the Aland Islands, Jersey, Guernsey, Isle of Man, Mount Athos, Campione D’Italia, Livigno, San Marino, Vatican, Madeira.

Delivery errors

The consumer must make to Atelier du Soleil d’Or any claim of error of delivery and/or non-conformity of goods in kind or as compared to the entries on the order form within 48 hours of delivery. Any claims made after this time will be rejected.

The formulation of this claim to Atelier du Soleil d’Or can be made:

- Primarily by connecting on our website under the heading “Contact” where, after entering your customer number, you can ask your question.

- By telephone at 095 380 74 47 from Monday to Friday, 9am to 6pm.

Any claim not made in the rules defined above and within the time limits could not be taken into account and will release Atelier du Soleil d’Or from any responsibility towards the consumer.

Upon receipt of the complaint, Atelier du Soleil d’Or will assign a number of exchange of the concerned product and communicate it by e-mail, fax or telephone to consumers. In order to exchange a product it is advisable to have an exchange number according to the above approach.

In case of error of delivery or exchange, any product for exchange or refund will be returned to Atelier du Soleil d’Or as a whole and in its original packaging. To be accepted, any return must be reported in advance to the customer service of Atelier du Soleil d’Or.

The shipping costs are borne by Atelier du Soleil d’Or, except where the returned item doesn't correspond to the original claim made by the consumer in the return slip.