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Shipping and Returns

DELIVERY AND RECEPTION

a) Delivery terms

Once the order has been prepared, it is sent to the delivery postal address provided by the Buyer when ordering.

The Product(s) is/are delivered by a specialist UPS service provider (hereinafter the “Carrier”). If the Purchaser is absent, the Carrier will leave a notice in the Purchaser's mailbox. The Purchaser must then contact the Carrier in order to agree a new delivery date. It is nevertheless specified that if the Purchaser does not resume contact with the Carrier, the Carrier will perform two further delivery attempts, the dates and times of which will be determined at the discretion of the Carrier.

The Purchaser is informed that the package is kept by the Deliverer for a period of ten (10) days after the first delivery attempt.


b) Time limits

Orders paid by credit card are processed within a maximum of two (2) working days.

It is recalled that an order is only shipped once it has been processed.

From the processing of the order, the corresponding Product(s) is/are routed and delivered by the Carrier within the following periods:

- standard delivery: two (2) to five (5) working days


Sundays and holidays are not considered to be working days.

In any event, the order is executed within a maximum period of thirty (30) days from the day following that on which the Buyer validated his or her order, subject to full payment of the price and compliance with the conditions of purchase.

In the absence of delivery at the expiration of this period, the Buyer has the option of canceling his or her order under the conditions provided for in the section "Late Delivery" below.


c) Late delivery

In the event of a delay in delivery (exceeding the indicated delivery time or, failing this, the maximum delivery time of thirty (30) days after validation of the order), the Purchaser must, as soon as possible, report this delay to the Seller by email by clicking here, so that the Seller can have the Carrier make an inquiry.

If the order is found during this investigation, it is immediately redirected to the place of delivery designated in the order. On the other hand, if at the end of this investigation the loss of the order is confirmed, the Seller will carry out, at the Seller’s expense, a reshipment of the Product(s) to the Buyer or, in the event of definitive unavailability, a reimbursement of all sums paid by the Buyer (delivery costs included), according to the method of payment used.

In any event, in case of a delay in delivery of more than ten (10) working days from the Purchaser’s email reporting the delay and not due to a case of force majeure, the Purchaser has the option of canceling his or her order by contacting Customer Service here

If the Buyer exercises this right of termination under the conditions of this article, the price of the order will not be collected by the Seller.

In the event that the payment for the order has already been processed, the Seller will reimburse all of the sums paid by the Buyer (delivery costs included), according to the method of payment used, within a maximum of fourteen (14) days from receipt of the information, to the exclusion of all other compensation.


d) Receipt

Each delivery is deemed to have been made as soon as the Product(s) is/are made available by the Carrier to the Buyer, or to a third party indicated by the Buyer. It is the Buyer's responsibility to immediately check the conformity and integrity of the Product(s) shipped upon receipt of the Product(s).

Any anomaly/reservation identified at the time of delivery (in particular late delivery, or missing or damaged Product(s)) must be reported in a comprehensive and precise manner by the Purchaser on the receipt given by the Carrier when the Product(s) is/are made available and/or confirmed by registered letter to the Carrier within ten (10) days of receipt of the order.

Any such reservation must be notified in parallel and as soon as possible to the Customer Service of the Seller here. A copy of the complaint addressed to the Carrier must be attached.


LEGAL GUARANTEES

a) Description of legal guarantees

The Seller is required to deliver a Product conforming to the order made by the Buyer and must answer for any lack of conformity existing at the time of delivery of the Product.

As such, to be in conformity with the contract, the Product must:

1) Be suitable for the use usually expected of a similar Product and, if necessary:

  • correspond to the description provided by the Seller and have the qualities presented to the Buyer in the form of a sample or model;
  • have the qualities that a Buyer can legitimately expect in view of the public statements made by the Seller, by the producer or by the producer’s representative, in particular in advertising or labeling;

2) Or have the characteristics defined by mutual agreement by the Parties or be suitable for any special use sought by the Buyer, brought to the attention of the Seller and accepted by the Seller


b) Procedure to follow

If the Product(s) delivered does/do not conform to the Product(s) ordered by the Buyer or if the Product(s) has/have hidden defects, the Buyer must send an email to the Customer Service of the Seller here to notify the Seller of the non-compliance or hidden defects of his or her Product(s).

IThe Seller's Customer Service will acknowledge receipt of the Buyer's request and confirm the procedure to follow. Upon receipt of instructions from the Seller's Customer Service, the Buyer will return the Product(s) that is/are non-compliant or affected by a hidden defect to the Seller at the following address:

CrossLog Moissy, 104 rue Denis Papin, 77550 MOISSY-CRAMAYEL, FRANCE

The Product(s) must be (i) returned complete, unused and in its/their intact original packaging and (ii) as far as possible accompanied by its/their original packaging as well as the return slip and a photocopy of the invoice.

In addition, the Seller does not accept packages sent with postage due. Any risk related to the return of the Product(s) is the responsibility of the Buyer.

Upon receipt of the Product(s) presumed to be non-compliant or affected by a hidden defect, the Seller will examine the Product(s) to determine whether or not the Product(s) is/are compliant. Likewise, the Seller may carry out a quality test on the Product(s) returned by the Buyer to verify that the Product(s) returned is/are indeed original Product(s). It is understood that these checks are carried out as soon as possible and within a maximum of one (1) month.


c) Content of legal guarantees

As part of the implementation of the guarantee against hidden defects of the thing sold by the Buyer, he or she can choose between the cancellation of the sale or a reduction in the sale price.


RIGHT OF WITHDRAWAL

a. Notification to the Seller of the withdrawal decision

The Buyer has a right of withdrawal which he or she can exercise within fourteen (14) clear days, without having to give reasons or pay penalties, with the exception of return costs which are required of him or her. This withdrawal period expires fourteen (14) clear days after the day on which the Buyer, or a third party designated by him or her other than the Carrier, physically takes possession of the Product(s).

If the Buyer has ordered multiple Products in a single order, or if the delivery of the Products has been made in several parts, the withdrawal period does not begin until the Buyer, or a third party designated by him or her other than the Carrier, physically takes possession of the last Product or the last part of the delivery.

To exercise his or her right of withdrawal, the Buyer must send his or her decision to withdraw to the Seller by an unambiguous declaration before the expiration of the withdrawal period, in particular by email to the following address: contact@helenarubinstein.com

For the withdrawal period to be respected, it is sufficient for the Purchaser to communicate his or her exercise of the right of withdrawal before the expiration of the withdrawal period.


b. Return of the Product(s) subject to withdrawal

Following the communication of the Purchaser of his or her decision to withdraw, the Purchaser must return to the Seller the complete Product(s), unused, in its/their intact original packaging and as far as possible accompanied by its/their original packaging, in addition to the return slip and a copy of the invoice, without undue delay and at the latest within fourteen (14) days following the communication by the Purchaser of his or her decision to withdraw, to CrossLog Moissy, 104 rue Denis Papin, Parc d'Avirgny, 77550 MOISSY-CRAMAYEL, FRANCE. This period is deemed to be respected if the Product(s) is/are returned before the expiration of the fourteen (14) day withdrawal period.

In the absence of the return of the Product(s) within fourteen (14) days following the communication by the Purchaser of his or her decision to withdraw, no refund may be made. The costs of returning the Product(s) remain the responsibility of the Buyer.


c. Refund of Product(s) subject to withdrawal

The Seller undertakes to reimburse the Buyer for all the sums paid, including the delivery costs (with the exception of additional delivery costs arising from the fact that the Buyer has chosen, if necessary, a method other than the least expensive standard delivery method offered by the Seller). Unless the Purchaser expressly agrees to another means of reimbursement, the reimbursement of the Product(s) shall be made according to the original method of payment used by the Purchaser, without undue delay and, in any event, within a maximum period of fourteen (14) days from the day on which the Seller is informed of the Buyer's decision to withdraw. This refund will not incur any costs for the Buyer.

The Buyer is informed that the right of cancellation cannot apply to Product(s) unsealed after delivery and which cannot be returned for reasons of hygiene or health protection (in particular, and without this example being considered exclusive, cosmetic products from which the cover has been removed).

For any further information on the scope and content of, and instructions regarding, the exercise of the Buyer's right of withdrawal, the Buyer may contact Customer Service by email at the following address: contact@helenarubinstein.com

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