DELIVERIES & RETURNS

 

• THE ORDER
  
  

The order will be validated once the buyer has:

- accepted the general terms and conditions of sale,
- provided the correct shipping and billing address and the delivery method,
- confirmed the payment method.

The sale will be considered final:

- after the seller has sent the buyer a confirmation of order acceptance by email
- and after the seller has received full payment of the price.

An order may be refused if the buyer already has a dispute with THE CARE or if THE CARE deems that there is a risk of non-payment. In this case, THE CARE reserves the right to request additional information from the buyer (a scan of their ID or proof of address). Without a response from the buyer, the order and payment will be cancelled and closed.

THE CARE commits to fulfilling orders received within the limits of available stocks.

 

• ORDER PROCESSING TIMES
  
  

All orders are prepared and shipped within 24 business hours after receipt of payment, from Monday to Friday (French time).

Orders placed on the weekend or on a public holiday are shipped the next business day.

As soon as your package is shipped, you will receive an email with your tracking number.

• SHIPPING OPTIONS AND SHIPPING FEES
  
  

Shipping costs are the responsibility of the Customer*. Costs and delivery times vary depending on the destination, weight, and chosen delivery method. The shipping fees for your order will be calculated and displayed at checkout, once the shipping address has been entered.

*Delivery is free for:

- orders over €80 via Mondial Relay pickup point (Metropolitan France)
- orders over €120 via Colissimo home delivery (Metropolitan France)
- orders over €150 for other destinations served.

• Metropolitan France:

Delivery method	Delivery time (after shipment)	Rate below threshold	Free delivery from
Colissimo without signature	2 - 3 business days	Calculated at checkout	€120
Mondial Relay	3 to 4 business days to pickup point	Calculated at checkout	€80

 

• Other Countries eligible for delivery:

Germany, Austria, Belgium, Denmark, Spain, Finland, Greece, Ireland, Italy, Luxembourg, Netherlands, Portugal, Sweden.

We will soon be shipping to Switzerland, Andorra, and Monaco.

Delivery method	Delivery time (after shipment)	Rate for all purchases < €150	Rate for all purchases ⩾ €150
Colissimo with signature*	3 to 6 business days	Calculated at checkout	Free delivery
Chronopost with signature*	2 to 4 business days	Calculated at checkout	Free delivery

 

* Some carriers will not appear depending on the region because we have prioritized certain rates to offer you the best deals.

Delivery times are the sole responsibility of the carriers. THE CARE cannot be held liable under any circumstances for failure to meet delivery times or in the event of a strike.

• REFUNDS, RETURNS, AND EXCHANGES
  
  

Any Customer may request a refund for their item within 14 days from the date of receipt of the order.

For any return, please send us an email at hello@thecare.fr to notify us. Please include:

• your order number
• the returned product(s)
• the reason(s) for the return as well as a request for a voucher or a refund

You will then receive an email with a link where you can complete your return by following the instructions.

Returns of orders shipped within Metropolitan France and outside Metropolitan France are the responsibility of the Customer.

If you are shipping an item valued over €40, you should consider using a shipping service that allows you to track the shipment or purchasing shipping insurance. Otherwise, we do not guarantee that we will receive the item you are returning to us.

The product for which the Customer is requesting a return must be intact, unopened, and in its original packaging.

If the item is refused by THE CARE, it will be returned to the Customer without the Customer being able to claim any compensation whatsoever.

• DAMAGED ORDERS
  
  

In the event that your order arrives damaged, please send us an email on the same day or at the latest the following day to hello@thecare.fr with your order number and a photo of the item. We will handle these matters on a case-by-case basis, but we will do our best to find a satisfactory solution.

 

• INCORRECT ORDERS
  

 

If the contents of your package do not correspond to your order, unless a written agreement was made between THE CARE and the Customer (e.g., to replace an out-of-stock item), please send us an email on the same day or at the latest the following day to hello@thecare.fr with your order number and a photo of the item.

 

In this case, shipping costs will be covered by THE CARE.

 

If you have any further questions, please do not hesitate to contact us at hello@thecare.fr

 

• HOW CAN I CHECK THE STATUS OF MY ORDER?
  
  

When your order is shipped, you will receive a notification email from us that will include a tracking number that you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you have not received your order within 10 days of receiving your shipping confirmation email, please contact us at hello@thecare.fr with your name and order number, and we will look into it for you.