SHIPPING AND DELIVERY

For all orders placed on www.luxxa-boutique.fr, we undertake to fulfil the Customer's order within 24 to 72 hours, depending on the complexity of the model.

When placing the order, the Customer must choose the delivery method proposed on the e-shop website, as well as the place of delivery: 

  • Colissimo Domicile On Signature for delivery to the Mainland France (including Monaco), Corsica and Europe (excluding Denmark, Finland, Greece and Sweden).
  • Colissimo Pickup Point for delivery to mainland France (including Monaco), Corsica and Europe (excluding Denmark, Finland, Greece and Sweden).
  • Colissimo Expert at Home On signature for international deliveries (excluding Canada, Ivory Coast, United States, Mexico, Puerto Rico, Tahiti), and for delivery to the French oversea departments and territories and to the overseas territories..
  • Chronopost Pickup Express for delivery to Mainland France (including Monaco) and Europe (excluding Germany, Spain, Belgium, Luxembourg, Italy and Norway).
  • Chronopost Domicile Express for delivery to Mainland France (including Monaco) and Europe (excluding Spain, Belgium, Luxembourg, Italy and Norway).
  • UPS Pickup Point for delivery to Europe (only Germany, Spain, Belgium, Luxembourg, Italy, Norway), the UK and Switzerland.
  • UPS Domicile Express for delivery to Corsica and Europe (only Spain, Belgium, Luxembourg, Norway and Italy), to the French Overseas Departments and Territories (excluding Saint Pierre and Miquelon, the French Southern and Antarctic Lands) and for international deliveries (excluding North Korea, the Mariana Islands, the Falkland Islands, the Isles of Man, Svalbard and Jan Mayen, Aland, Nauru, Niue, the Western Sahara, Sao Tome, the Southern Sudan, Tokelau, Turkmenistan, and the Vatican).

Shipping costs start from €200 for the Colissimo Domicile On Signature or Colissimo Pickup Point deliveries to the mainland France.

Shipping costs vary by country of destination, type of shipment, choice of carrier and weight of the parcel.

Delivery times* vary according to the delivery zone and the delivery method:

  • Colissimo Domicile On Signature: France = 2 to 5 days - Europe = 3 to 7 days
  • Colissimo Pickup Point: France = 2 to 4 days - Europe = 3 to 5 days
  • Colissimo Expert at Home: International and Overseas = 5 to 15 days
  • Chronopost Pickup Express: France = 1 to 2 days - Europe = 2 to 3 days
  • Chronopost Domicile Express: France = 1 to 2 days - Europe = 2 to 3 days
  • UPS Pickup Point: Europe = 2 to 4 days - International = 2 to 5 days
  • UPS Domicile Express: Europe = 2 to 3 days – International = 2 to 5 days

* Delivery times are approximated in working days

1. Colissimo Domicile On Signature

The parcel will be shipped to the address indicated by the sender and delivered against the handwritten or digital signature (the confidential code being received by email or SMS) of the recipient or of any person in the recipient’s service, living with or empowered by the recipient.

As part of its FLEX Service deployment, the Post endeavours for deliveries against a signature to Mainland France (including Corsica), as an obligation of means, to send notifications informing the recipient of the time slot for parcel delivery.

These notifications sent the day before the first presentation to the email address and/or mobile phone number transmitted in the Post’s information system, allow the recipient to change the place and/or date of delivery announced.

In case of recipient’s absence on a Colissimo Domicile On Signature delivery, a missed delivery note is normally submitted by the carrier. The Customer can then go to the Post Office and pick up the parcel as from the date specified on the missed delivery note, based on their identity document, within 15 days following the submission of the missed delivery note. Upon expiry of this period, the parcel will be returned to the LUXXA company. The Customer Relations Department will then contact the Customer for a possible reshipment (at the Customer's expense) or, failing any reply from the Customer, for a refund of the order (excluding shipping costs).

2. Colissimo Pickup Point

For parcel distribution, the Post offers the following points of collection:

  • The Post (network of contact points, in particular post offices or any other postal establishment)
  • Pickup Points (network of local shops)
  • Pickup Station lockers (network of locker stations in mainland France made up of several lockers)

These distribution methods do not apply for reshipped parcels.

Any delivery to a Pickup Point is possible after the recipient has chosen any of the eligible Pickup Points from among those proposed by the Post and made available to the recipient with the delivery methods.

The Post endeavours to inform the recipient of the parcel availability on the day of its drop at the selected point through an e-mail and/or telephone message (SMS).

If a Pickup Point is full, closed or generally inaccessible, the Post shall endeavour to inform the recipient of a replacement Pickup Point.

The picking up of the parcel against confidential code or electronic signature shall serve as proof of delivery.

When delivering the package to a merchant relay - post office, the Customer must bring his identity document and the withdrawal slip communicated.

When delivering the parcel in deposit, the Customer must bring his code received by SMS / Mail.

If 10 days pass (for local shops) – 3 days pass (for Pickup Station lockers) and the Customer does not pick up the parcel, the parcel will be automatically sent back to the sender. A reshipment will be possible at the Customer's expense.

3. UPS Domicile

The parcel will be shipped to the address indicated by the sender and delivered against the paper or digital signature (confidential code received by e-mail or SMS) of the recipient or that of any person attached to the recipient's service, living with him or her or authorised by him or her.

In case of absence, the UPS InfoNotice® service alerts the recipient of an unsuccessful delivery attempt.

With UPS InfoNotice, the recipient can reschedule the delivery of their parcel. Simply log on to ups.com and enter the UPS InfoNotice number in the tracking field on the ups.com homepage, or directly on the tracking page.

The recipient has the following options to choose from:

  • Collect the parcel at an UPS point: Request to hold the parcel in a UPS point, such as a UPS Access Point or UPS Centre.
  • Deliver the parcel to another address: Is the recipient away? The parcel can be delivered to another address.
  • Deliver the parcel on another day: Have the parcel delivered on a different day.

Also, the recipient may opt for another UPS delivery attempt (up to three attempts allowed). After three unsuccessful attempts, the parcel will be returned to sender.

If the recipient does not respond within 14 working days, the parcel will automatically be returned to sender. A reshipment will be possible at the Customer’s expense.

Any item on transit will be handed over to the recipient or the recipient’s representative against submission of an identity document and payment of any duties and taxes (VAT, customs duties, port charges, other fees) in force, as well as the customs clearance services provided by UPS.

UPS MY CHOICE

UPS My Choice is a membership service. Recipients can easily register by e-mail. Once registered, they can set up a personal profile and manage their parcel deliveries.

UPS My Choice allows subscribers:

-To set delivery instructions that apply to all future parcels

- To set up delivery alerts: Members can set delivery alerts that they wish to receive via SMS, email or the UPS mobile application. Such alerts include shipment notification, a delivery time slot announced the day before delivery, the updated delivery schedule, delivery day alert and delivery confirmation.

- Driver instructions : Members can indicate where they want the UPS driver to drop off their parcel. There are 13 different locations to choose from. (For example, on the house porch). This option is only available with a shipping authorization.

- Alternate delivery address : Members can request that all parcels be directed to an UPS Access Point® for pick up.

-Request that UPS hold all inbound parcels for a specific period of time, for instance when they are on holiday

-Delivery change options: UPS My Choice members can also reroute and reschedule UPS deliveries to eligible home addresses.

  • Reschedule delivery: have parcels delivered on another day
  • Deliver to another address: redirect delivery to another address
  • Ship to an UPS Access Point: redirect parcels to the nearest UPS Access Point rather than having them delivered at home (visit www.ups.com/accesspoint to find out more about the UPS Access Point)

-Reship to my address: If UPS delivered parcels to the nearest UPS Access Point because the recipient was not in, the recipient can request that eligible parcels be reshipped to the initial address

-Hold the parcel at a UPS point: store parcels with UPS for a period of time

-Drop off at a neighbour's: deliver parcels to a neighbour

4. UPS Pickup Point

UPS Access Points are convenient UPS outlets for picking up parcels at the recipient’s own discretion, by using businesses such as newsstands, grocery shops and gas stations located on busy streets. To locate all UPS Access Points and their days and hours of operation, the recipient can visit www.ups.com.

Upon a parcel drop off at one of the selected UPS Access Points, the recipient will receive an email or SMS that the parcel is readily available for collection.

Delivery is reputed complete when the parcel has been delivered to the chosen UPS Access Point.

If a Pickup Point is full, closed or generally inaccessible, the Post shall endeavour to inform the recipient of a replacement Pickup Point.

If 14 working days pass and the Customer does not pick up the parcel, the parcel will be automatically sent back to sender. A reshipment will be possible at the Customer's expense.

5. Chronopost Domicile

The parcel will be shipped to the address indicated by the sender and delivered against the paper or digital signature (confidential code received by e-mail or SMS) of the recipient or that of any person attached to the recipient's service, living with him or her or authorised by him or her.

The recipient's digital signature, as well as its reproduction, or any other unquestionable means of secure identification, shall constitute proof of parcel delivery and the parties recognise this signature as having the same legal value as a traditional hand signature affixed on paper.

For shipments to Mainland France and Monaco, unless otherwise specified by the sender, an interactive delivery service (Predict) is offered to the recipient, who receives a delivery notification both when the parcel is taken over and when the delivery is unsuccessful. With Chronopost, the recipient can make the following changes directly:

- the initial delivery date (within a maximum of 6 working days from the initial date)

- choose another delivery point than the one initially chosen by the sender, i.e. a local point (Pickup Point or Chronopost agency), as proposed by CHRONOPOST in the initial delivery area

-choose the address of an identified neighbour

-choose a safe delivery location in agreement with Chronopost.

This service can only be activated if the recipient's mobile phone number and/or e-mail address is provided to CHRONOPOST.

If the recipient does not respond to the first delivery attempt, the parcel will remain on hold at a pickup point, post office or Chronopost agency 14 days. Upon expiry of this period, the parcel will automatically be returned to sender. A reshipment will be possible at the Customer's expense.

For Europe, upon a 1st or 2nd unsuccessful delivery attempt, the parcel will be put on hold locally for 8 to 10 days. Upon expiry of this period, the parcel will automatically be returned to sender. A reshipment will be possible at the Customer's expense.

6. Chronopost Pickup Point

For parcel distribution, Chronopost offers the following points of collection:

  • Pickup Points (network of local shops)
  • Pickup Station lockers (network of locker stations in Mainland France made up of several lockers).

A notification shall be sent by email or SMS to the recipient once the parcel is available at the selected pickup point.

If the pickup point initially chosen is unavailable, the parcel shall be distributed at one of the nearest pickup points. The new point shall be notified to the recipient.

The delivery is reputed complete when the parcel has been delivered to the Chronopost pickup point.

The parcel is put on hold for 7 calendar days at the Pickup Point, and then returned to sender on the 8th day. A reshipment will be possible at the Customer's expense.

7. For all carriers

Each delivery is reputed complete as soon as the product is handed over to the Customer by the carrier, according to the delivery tracking system.

All orders returned by carriers to sender in case of:

  • DRIA (Does not Reside at the Indicated Address) or wrong addresses
  • Missing name on the mailbox
  • Missing personal information (phone number or email)

Will be made available at LUXXA within 15 days. If the Customer wishes to have the parcel returned, he or she will have to pay extra shipping costs.

The products are delivered to the address indicated by the Customer on order placement and visible on his order form. Delivery costs will be indicated to the Customer before any payment. Parcels are shipped Monday to Friday (inclusive), less on weekends and public holidays. The delivery time does not include the time for order preparation and corresponds to the time for transit by the chosen carrier. The delivery time does not constitute an accurate deadline and LUXXA SARL cannot be held liable for a ray material supplier’s stock shortage or for any late delivery.

The Customer can follow the progress of the order by sending an e-mail to the LUXXA Customer service at boutique@luxxaofficial.com to find out about the status of their order. If the order has been sent, LUXXA will provide a tracking number to the Customer, who will then be able to track it by visiting the websites provided by:

Colissimo : https://www.laposte.fr/outils/suivre-vos-envois

UPS : https://www.ups.com/track

Chronopost : https://www.chronopost.fr/fr/suivi-colis

If, within 5 working days after the parcel dispatch, the Customer has no news of the order, he or she must contact the LUXXA company via the Customer Relations Department, which will open an enquiry with the transport services in question. The final response time varies from 72 hours to three weeks from the time the Customer’s request is taken over by the LUXXA company's services. If found, the parcel is sent to the Customer: the reception procedure then follows its normal course (parcel drop off or missed delivery notice). If the parcel is declared lost (the final response is often provided within the maximum time limit, i.e. three weeks), LUXXA then advises the Customer and immediately undertakes to either reimburse the parcel (the value of the product and the port charges) or reship the parcel according to the stock and as the Customer wishes.

The following are mostly considered as instances of force majeure that discharge LUXXA from its obligation to deliver: war, riot, fire, flood, strikes, accidents, impossibility of being supplied, confinement, etc.

In any case, the delivery of our products within the set deadlines can only occur if our purchasers are up to date with their obligations (postal address and details are compliant, the transaction is valid etc.)

It is the Customer's responsibility to check shipments on arrival and raise any objections and complaints that are deemed justified, or even refuse the parcel should it appear to have been opened or bear obvious traces of deterioration. The said objections and complaints must be addressed to the carrier by receipt-acknowledged registered letter within 3 working days (excluding public holidays) from the delivery of the products, with a copy being immediately sent to LUXXA. Failure to file a complaint within the said time limits will preclude any proceedings against the carrier in accordance with the provisions of Article L 133-3 of the Commercial Code.

The Customer shall make sure the items delivered to him/her match the order. If the type or quantity of delivered items do not match the specifications indicated on the delivery note, the Customer must send an email to the LUXXA Customer Relations Department at boutique@luxxaofficial.com and return the items to the address and under the terms and conditions provided for in the "RETURN POLICY".

Taxes and/or customs duties may apply and must be paid by the Customer for delivery to countries outside the EU and to French overseas departments and territories.

However, Luxxa will take care of the mandatory export documents.

RETURN POLICY

In accordance with articles L 121-20 and the following from the French Consumer Code (Code de la Consommation), the Customer is given a reflexion period of thirty clear days from the date of delivery to reconsider their decision and return the ordered item without having to justify their underlying reasons or owing penalties.

The return costs shall be borne by the Customer, except in the event of an error on our part (mistaken items or faulty product).

In case of Luxxa’s mistake, photos justifying the mistaken or faulty products will be requested by Luxxa Customer Service from the Customer.

Beyond this 30-day period, the carrier’s delivery document will be considered as proof of delivery and no returns will be accepted.

Such complaint may be placed with LUXXA:

  • By telephone at +33(0)4.90.24.82.21, Monday to Friday from 9am to 5pm (French hours and contacts)
  • By logging on to our website, Contact Us menu, specifying the order reference
  • By sending an email to boutique@luxxaofficial.com

Any complaint filed contrary to the rules defined above and outside the set time limits will not be taken into account and will release LUXXA from any responsibility towards the consumer. Returns will be accepted if and only if LUXXA has given its prior agreement.

Items must be returned in their original packaging, complete, clean, labelled, new, unworn and unwashed.

Any return risks shall always be borne by the Customer. The Customer is therefore strongly encouraged to return the parcel by any methods bearing proof of dispatch and a certain date (receipt-acknowledged registered letter, Colissimo tracking, etc.). Otherwise, LUXXA will not be able to process the return if the parcel is lost.

Returns should be sent to the following address:

LUXXA BOUTIQUE - Service Retour - 36 Allée des Issards 30650 ROCHEFORT DU GARD France

Items returned by the Customer in a worn, incomplete, damaged, washed, unlabelled condition or without the original packaging or in soiled packaging will not be refunded.

Once the merchandise received, checked and accepted by our services, LUXXA will contact the Customer to confirm the conformity of the return. The Customer will then be asked whether he or she opts for a different size or for a refund. No credit note that could be deducted on future orders will be generated on the Customer's account.

Refunds must be made via the same payment method as initially used by the Customer on order placement.

If the Customer wishes to change the model(s) sought on the initial order placement, he/she must ask for a refund on returned products and place a new order directly in the online shop as invoice amounts differences are not refundable.

If an order was placed with a discount voucher, the value of the voucher will be deducted from the refund amount pro rata the number of items ordered (in case of partial refund of the order).

If the entire order is returned, we shall refund the shipping costs of the original order. If a partial return is sought, the initial shipping costs will not be refunded.

For any other information, complaint or question on mail order conditions laid down by LUXXA, Customers should send an e-mail to boutique@luxxaofficial.com, not forgetting to quote in both cases the reference and the date of the order.