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Delivery and Return

 

-        How much does delivery cost and how long does it take ?

-        How can I return a product/do I have the right to cancel ?

-        The goods I received were damaged or did not comply with my order, what can I do ?

-        The goods I received were faulty, what can I do ?

-        How can I track delivery of my parcel ?

-        Where does Durance deliver to ?

-        How can I obtain an invoice ?

-        What should I do if I don't receive my order?

-        What should I do if my parcel arrives damaged ?


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How much does delivery cost and how long does it take ?

Our sales and prices are inclusive of shipping costs from Grignan in France. Our products can only delivered to countries listed in the drop-down menu (shown when a client account is created and when an order is placed) in conformity with the address chosen by you as indicated during the order process. It is important to provide us with all relevant details for your order to be correctly delivered.

>Delivery methods for metropolitan France, Corse and Monaco :

Business days : From monday to friday except national holidays. 
Delivery days : From monday to saturday except national holidays. 

Preparation time: orders received from Monday to Friday are usually processed the same day or the following working day. Orders received on Saturday or Sunday are processed the following Monday or Tuesday. There is no Chronopost delivery on saturday . Orders placed on thursday afternoon and friday will be delivered the following Monday.

Corse : The Chronopost delivery method is not available. 

The delivery relay point is available only on metropolitan France and Corse. 

>For international deliveries, shipping costs are shown at the time of ordering and are calculated according to the weight of the parcel at the tarif agreed with the postal services. 


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How can I return a product/do I have the right to cancel ?

 

If you are not entirely satisfied with a purchase, despite all the care with which our products are made, you have the right to cancel your order within 14 days of receipt of your order. 

Under Article L 121-21-4 of the French Consumer Code the refund will cover the amount paid when the order was made, including delivery costs. Only standard delivery costs will be refunded (extra charges for express delivery or more expensive delivery will not be refunded) and under the following terms: 

  • If the parcel is returned in its entirety we will refund the whole order and any shipping charges (standard delivery charge). The cost of returning the goods will be paid by the customer.
  • If the parcel is not returned in its entirety (if you keep one or more of the articles ordered) we will refund you the price of the returned product(s), excluding shipping charges, and the cost of returning the goods will be paid by the customer.

Any goods which are returned incomplete, used or damaged will not be refunded.


Here are the instructions for returning goods :

 

1/ Prepare the goods to be returned. They must be intact, in the original state and packaging, with accessories and instructions, and must not have been used.

2/ The goods must be well wrapped to protect them from damage during return. We advise using the original packaging.

3/ Print and complete the cancellation form ( available here ).

4/ Put the completed cancellation form in your parcel.

5/ Use sufficient stamps to cover the cost of postage and send to

 

DURANCE

Service Retours Internet

ZI la Grèze

84600 Valréas

 

We strongly recommend that you until a complete refund has been made you retain the proof that the goods have been sent back  which means sending the articles back by registered post with advice of delivery, Colissimo Suivi or Chronopost, stating the value of the goods or order.

Durance cannot be held responsible for goods which are not received. Durance reserves the right to refuse goods sent back after the legal cancellation date. Durance cannot accept goods sent back carriage forward.

A confirmation email will be sent to inform you when your parcel has been received and the processing of your request.

If it meets the conditions for returned goods, we will make a refund using the original method of payùment or using another payment method with the buyer's agreement.

 

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The goods I received were damaged or did not comply with my order, what can I do ?

 

  • If the order received at your home address does not comply with the order made on our website, or if you have received broken or damaged goods, please contact Customer Service by mail at the address e-boutique@durance.fr and using the model below: 

-        Order number :

-        Lastname - Firstname :  

-        Adress : 

-        Ordering date :

-        Produit concerned :

-        Reason for complaint  :

(For broken goods please include a photo of less than 5 mo of the article concerned or for the non-compliant goods please send a photo of less than 5 mo of the whole order).

 

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The goods I received were faulty, what can I do ?

If your goods are faulty please send a mail to boutique@durance.fr using the model below:

-        Order number :

-        Lastname - Firstname :  

-        Adress : 

-        Phone number : 

-        Ordering date :

-        Produit concerned :

-        Reason of complaint :

 

We will reply as soon as possible with instructions on how to proceed.

 

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How can I track delivery of my parcel ?

 

When your order has been dispatched you will receive email confirmation including your tracking number.

-If you have chosen delivery by socolissimo you just need to connect to http://www.colissimo.fr/portail_colissimo/suivre.do and enter your tracking number to track your delivery.

-If you have chosen express delivery via Chronopost you can enter your tracking number on the following website: http://www.chronopost.fr/transport-express/livraison-colis

 

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Where does Durance deliver to ?

 

We deliver all the countries except Germany and Belgium. 

 

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How can I obtain an invoice ?

Durance no longer sends an invoice inside its parcels for logistical and ecological reasons.

As soon as your order is dispatched you can download your invoice from your customer account, like this :

  • Log onto "My Account".
  • Click on  "My Orders".
  • Click on your order referernce number to get an invoice which you can save or print.  

You can also find your account information (goods,invoices) in the order confirmation sent by email.

 

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What should I do if I don't receive my order ?

-Your parcel may not be ready for dispatch.

Click here to find out how to track the status of your order :  

-If your parcel has been dispatched (completed status):

You can track the delivery using the tracking number in the dispatch notification sent by mail.  

-Your parcel is shown as delivered but you have not received it.

If you were absent at the time of delivery, your parcel may have been given to a neighbour or caretaker. It could also be waiting in your local post office.

Contact the carrier with your tracking number for further details: (colissimo : http://www.colissimo.fr/contact/accueilService.do , chronopost : http://www.chronopost.fr/transport-express/livraison-colis/pid/714 ).

  

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What should I do if my parcel arrives damaged ?

If the parcel is damaged, always check the contents in the presence of the carrier. If the goods are damaged, refuse to take the parcel and it will be sent back automatically.

Please inform Customer Services in order to be refunded as quickly as possible. Alternatively, if you have accepted the parcel and want to make a claim for goods damaged during transport, you can also contact Customer Services but the refund procedure will take longer. 

 

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