Delivery &d ReturnsPROCESSING ORDERS
All orders are usually dispatched within 1 to 2 business days. If the ordered items are out of stock or made to measure, you will be sent a delivery estimate when you place your order.
You must understand that our production is artisanal and that the Couleur Chanvre team does its best to process orders as quickly as possible.
Once your order has been dispatched, you can follow the different stages of its delivery through the tracking number which will be emailed to you once the parcel has been given to our courier.
Delivery prices and timings
Delivery costs depend on the weight of your order and which country it is being sent to.
For mainland France:
DPD Home Delivery or at a Point Relais [Collection Point]: delivery is free when you spend €200 or more for collection at a Point Relais and €350 or more for home delivery. Delivery in 24-48 hours.
For French overseas departments and territories:
Home delivery via Colissimo or another courier of our choice: delivery costs will be confirmed depending on weight and destination when you place your order.
Delivery is normally within 4 to 6 business days.
For countries within the European Union:
Home Delivery via DPD or another courier of our choice: delivery is free when you spend €350 or more. Delivery in 3 to 4 days.
For countries outside the European Union:
Home delivery via Colissimo or another courier of our choice: delivery costs will be confirmed depending on weight and destination when you place your order. Delivery is normally within 4 to 6 business days.
If you are out when we try to deliver at home, we will leave a non-delivery note with a tracking number and then you can reschedule the delivery from the following day. If you are out when we try to deliver the second time, the courier will leave the parcel at the point relais of your choice and you will have 9 days to collect it by showing proof of identity. After this, the parcel will be automatically returned to us. In this case, you will be charged for the return costs.
You have 15 days from receiving your order to cancel part or all of your order. You will be refunded for the delivery costs, however you will be charged for the return costs.
Returns and exchanges
Your satisfaction is our priority!
If you do not like a product, you ordered the wrong size or the colour does not suit, you can return the product(s) which you are unhappy with within 15 days of receiving your order.* You will be charged for the return costs.
Firstly, contact our customer service on email@example.com then return the parcel with the courier of your choice, enclosing the return slip which is in your parcel and tell us your reasons for return on the following address:
202 rue des artisans
64500 St Jean de Luz
Please keep the proof of posting for your parcel, as it remains your responsibility until it is returned to our workshop.
You must send us the articles within 14 days of contacting customer service to request a return. The items must be returned with their labels on and all their accessories, in a perfect state for resale. They must not have been worn, washed or damaged.
Once your parcel has been received and checked, you will be notified and refunded within 14 days, via the same method you used to pay (credit or debit card, wire transfer, PayPal).
If your item arrives with a small defect or the order contains an error
We are hugely attentive to the quality of our products. However, if, despite all our quality controls, the product arrives with a small defect, or if we have made an error, please contact us on firstname.lastname@example.org or by telephone on +33 (0)5 59 47 34 59.
Do not forget to include a photo of the faulty product in your message.
We will then exchange the item or refund you as quickly as possible and, of course, we will take care of the return and resending costs.