Shipping policy

ARTICLE 4: PRODUCT PICK-UP AND/OR DELIVERY ARRANGEMENTS

At the time of ordering, depending on the Products the Customer intends to purchase, several shipping services may be offered, subject to certain conditions set out below.

4.1. Home delivery

When placing an order, the Customer may choose home delivery of the Products. Delivery is made in Metropolitan France and Monaco by handing over the Products directly to the named recipient. At all times, the Customer is informed of the status of his/her order by means of the tracking number and carrier link communicated at the time of shipment. For deliveries by Colissimo, Products are deposited directly in the recipient's letterbox, size permitting. If this is not possible, a notice is left in the letterbox to inform the recipient of the address where the Products can be collected. If there is no letterbox or if the letterbox is inaccessible at the delivery address indicated, the Products will be delivered to a collection point and the delivery will be deemed to have been made. If the recipient does not show up within the time limit indicated on the delivery notice or if the parcel is sent back to LA MAISON DU SAVON DE MARSEILLE, the delivery will be considered completed and no refund or reshipment of the Products to another address will be made.
  

4.2 Pick-up at Relay Points

When placing an order, the Customer may choose to collect the Products:

  • in one of Mondial Relay's 9,000 relay points;
  • at one of La Poste's 10,000 collection points; or
  • at one of the 4,200 retailers in the Pickup network, Groupe La Poste with Colissimo.

4.3. Delivery times

LA MAISON DU SAVON DE MARSEILLE commits to deliver the ordered products as soon as possible and in any case no later than thirty (30) days following the validation of the order, subject to the availability of the ordered product and unless otherwise specifically agreed between the parties.

The delivery time takes into account the preparation time in the factories of LA MAISON DU SAVON DE MARSEILLE as well as the carrier's delivery time. Delivery times may be extended during periods of high carrier activity (Christmas, New Year, Black Friday, etc.).

4.4. Transfer of ownership / Transfer of risk

The transfer of ownership of the Products to the Customer only takes effect after full payment of the price by the latter.

However, LA MAISON DU SAVON DE MARSEILLE only bears the risks of loss and deterioration of the Products until the delivery of the Products to the recipient. The transfer of risks therefore occurs from the moment the recipient takes physical possession of the Products.

During the withdrawal period mentioned in article 6 below, the Customer is responsible for the Product as its custodian. In the event of deterioration or destruction of the Product while in the custody of the Customer, the latter will suffer all consequences.

4.5. Claims / Warranties

Upon receipt of the Products, the Customer must ensure that the delivery conforms to the order. Any damage must be the subject of precise, dated and signed reservations on the delivery slip. However, if the Customer is a "consumer" or a "non-professional", the absence of reservations formulated by the latter upon receipt of the Products does not exonerate LA MAISON DU SAVON DE MARSEILLE from the guarantee of conformity of the Products that it owes to the "consumer" or "non-professional" Customer.

Any claim must be made within a short time of receipt of the order, to the customer service of LA MAISON DU SAVON DE MARSEILLE :

  • directly via the "Contact Customer Service" section on the Site, specifying the order number concerned.
  • by e-mail to the following address, for the attention of Customer Service: service-client@maison-du-savon-de-marseille.fr.
  • by mail to the postal address LA MAISON DU SAVON DE MARSEILLE - Service Client - 145 Allée Louis Montagnat à Vedène (84270).
  • by telephone on 04 28 70 53 49, specifying the number of the order concerned if applicable.

If the Product has not been delivered, for any reason other than force majeure or the aforementioned cases (absence of the recipient, erroneous information...), the Contract may be terminated and the Customer may obtain restitution of the amount of his order to the exclusion of any other indemnity or damages, under the conditions provided for in article L. 216-6 of the French Consumer Code. The Customer must therefore, in the first instance, enjoin LA MAISON DU SAVON DE MARSEILLE, by registered letter with acknowledgement of receipt or by another written document on a durable medium (electronic message for example), to deliver the Product within a reasonable additional time. Only if LA MAISON DU SAVON DE MARSEILLE does not comply with this new deadline, the customer may, in the same way, inform LA MAISON DU SAVON DE MARSEILLE that he is cancelling the sale.

Reimbursement will be made by the means of payment used at the time of the order within fourteen (14) working days from receipt by LA MAISON DU SAVON DE MARSEILLE 's Customer Service of the written notice informing it of the cancellation of the Contract, unless delivery of the Product has been made between the sending of the written notice and its receipt.