Velay Green Clay

• THE ORDER
  
  

The order will be validated once the buyer has:

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

The sale will be considered final:

- after sending the buyer confirmation of acceptance of the order by the seller by e-mail
- and after receipt by the seller of the full price.

An order may be refused if the buyer already has a dispute with THE CARE or if THE CARE believes there is a risk of default. In this case, THE CARE reserves the right to request additional information from the buyer (scan of their ID or proof of address). If the buyer does not respond, the order and payment will be canceled and filed without further action.

THE CARE undertakes to honor orders received within the limits of available stocks.

• ORDER PROCESSING TIMES
  
  

- Orders received before 12pm* Monday to Friday will be shipped the same day.

- Orders received after 12pm* Monday to Friday will be processed the following business day.

- Orders received between Friday 12pm* and Sunday evening will be processed the following Monday.

- Orders received on public holidays will be processed the following business day.

*(French time)

After receiving your order confirmation email, you will receive a further notification when your order has been shipped.

• SHIPPING OPTIONS AND SHIPPING COSTS
  
  

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

* Delivery is free for:

- orders over €120 in Metropolitan France
- orders over €150 for other destinations served .

• Metropolitan France:

• 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.

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

** Only for Belgium and Luxembourg.

Delivery times are the sole responsibility of the carriers. THE CARE cannot be held liable under any circumstances in the event of non-compliance with delivery times or strikes.

• REFUNDS, RETURNS AND EXCHANGES
  
  

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

For any returns, please send us an email to hello@thecare.fr to let us know. Please specify:

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

You will then receive an email with a link on which you can make your return by following the instructions.

Returns of orders shipped to mainland France and outside mainland France are the responsibility of the Customer.

If you are shipping an item over $40, you should consider using a trackable shipping service or purchasing shipping insurance. Otherwise, we don't guarantee we will receive your returned item.

The product for which the Customer requests 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 demand any compensation whatsoever.

• DAMAGED ORDERS
  
  

If your order arrives damaged, please email us the same day or the next day at hello@thecare.fr with your order number and a photo of the item. We will handle these issues 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 match your order, unless a written agreement was made between THE CARE and the Customer (for example to replace an out-of-stock item), please send us an email the same day or at the latest the next day to hello@thecare.fr with your order number and a photo of the item.

In this case, the shipping costs will be borne 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 ships, you will receive an email notification from us that will include a tracking number you can use to check its status. Please allow 48 hours for tracking information to be 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 review it for you.

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