FAQ: Shipping and Returns
SHIPPING AND DELIVERY
Where do we ship to?
We ship to Metropolitan France, the French Overseas Territories (DOM-TOM), Europe, and internationally.
What are the shipping costs?
We offer three shipping rates:
- Standard Delivery
Standard shipping costs in Metropolitan France are Free.
Standard shipping costs to Europe are €9.90.
No tracking, notification at the time of shipment and after delivery. Average standard delivery time: 10 days to France – 7 to 21 business days depending on the period and destination (EU, DOM-TOM).
- Tracked Delivery
Tracked shipping costs in Metropolitan France are €7.90, and FREE on orders over €60.
Tracked shipping costs to Europe are €19.90.
With tracked delivery, you benefit from a faster delivery time and receive tracking notifications at every step. Average tracked delivery time (5 to 19 business days).
- Premium Delivery
Premium shipping costs in Metropolitan France are €29.90.
Premium shipping costs to Europe are €49.90.
With premium delivery, you benefit from priority shipping, the fastest delivery time, and tracking notifications at every step. The parcel is delivered against a signature by a private carrier (DHL, UPS, FedEx, or other depending on the destination). Average premium delivery time (3 to 16 business days).
DOM-TOM and the rest of the world (outside the EU)
The cost of shipping to the DOM-TOM and the rest of the world varies between €29.90 and €49.90. Depending on the period, destination, or size of the order, the cost of the postal service may be excessively higher than the price indicated on our site; in such cases, we reserve the right to cancel the order. Do not hesitate to contact us before confirming your order, and we can verify and confirm the delivery rate.
Customs duties and taxes may apply for parcels shipped overseas; these may be collected by the post office upon delivery.
I paid for my order, but I did not receive the confirmation email.
An order confirmation message is sent to you immediately after payment, to the email address you provided. Check your "junk" or "spam" folder, as legitimate emails are sometimes placed there by mistake.
Where are the products shipped from?
Our offices are located in France, and we ship our products from several warehouses around the world (France, Europe, and Asia) to best manage logistics and keep delivery costs as low as possible. This allows us to offer free shipping to Metropolitan France.
What is the delivery time?
Orders are handed over to the delivery service on average within 24 to 72 hours. Additional time may apply during periods of high activity.
Standard delivery generally takes between 7 and 21 business days depending on the destination country (10 days on average). Additional time may apply for shipments to overseas territories. Tracked and premium shipments have shorter delivery times.
We have chosen group shipping, which significantly reduces the carbon footprint of deliveries as well as their cost. Inexpensive and good for the Planet!
Given current circumstances, it is possible that delivery services may be delayed or that our warehouses may experience a slight delay in shipping orders.
We are doing our best to ensure fast service. All orders will be shipped.
Who handles the delivery?
Standard and tracked deliveries are carried out by your local post office or its local service providers (e.g., Colis Privé, ColiColi, or other).
Premium delivery is carried out by a private delivery service (DHL, UPS, FedEx, or other).
When is my parcel delivered?
Your parcel is delivered during business hours (8 a.m. to 5 p.m.). If you are not there, your mail carrier will leave the parcel in the mailbox. If they cannot access it, or if the parcel is too bulky, you will have to pick up the parcel at your local post office.
In the case of a premium delivery, you will be contacted by the delivery service before the driver arrives (don't forget to include your phone number). If you are absent, the driver may make a second attempt before dropping the parcel off at a pickup point. Please note: after two unsuccessful attempts, fees may apply for additional attempts, depending on the delivery company.
How do I track my parcel?
A tracking number is included in the shipment confirmation email. You can use it to track your parcel worldwide. To track your parcel, you can use your national post office's website or visit our site, under the "track my parcel" section. If the order is sent in several parcels, click on "Shipment #1", "Shipment #2", etc., to view the tracking for each shipment.
It may take a few days before tracking information is transmitted and viewable online.
I have not received my parcel. What should I do?
Your parcel is likely being delayed by French customs. In this case, you have a period of 30 days (from the date of shipment) to receive it. Beyond 30 days, a parcel search will be requested from the post office and a commercial gesture will be offered to thank you for your patience.
Some items are missing from my order, what is happening?
Products in the same order may be shipped separately. For example, if it contains two items from two different warehouses, there will be two separate deliveries. The rest of your order will very likely arrive shortly. You can check the tracking of your parcels on our site, under the "Track your parcel" section. If you still have not received anything within 30 days, contact our customer service.
I am a professional; can I order on behalf of my company?
No, we only accept orders from individuals, as the shipping method is not suitable for professionals.
RETURNS AND REFUNDS
I received a damaged order, what should I do?
If your order is damaged upon receipt, please know that we are sorry for this inconvenience. Although we take particular care to ensure the complete satisfaction of our customers, it is possible that the product may be damaged during transport. In this case, send us an email at contact@boutique-bidet-portable.com. Please provide video proof of the damaged item and the packaging with the visible logistics tracking number. Once your file is validated, we will send you a similar replacement item as quickly as possible and a commercial gesture will be made to thank you for your patience.
There is an error with my order, what should I do?
If you have not received the correct reference, please contact us by email attaching a photo of the item received, in order to open an exchange procedure.
If items seem to be missing, please check the shipping confirmation email before contacting our support team. Indeed, we sometimes ship orders in multiple parcels.
My purchase does not suit me, what can I do?
Please send us a return request within 14 days of receiving the product.
After validation, we will send you the return procedure by email, including a payment link for the return shipping costs*. A return label will be sent to you after receipt of your payment.
You must return your parcel within 14 days of the request to be refunded or to obtain an exchange.
This right only applies to shipments within Metropolitan France.
Only products returned in their original, complete, intact packaging and in perfect condition for resale will be accepted. Any product that is damaged, soiled, or whose original packaging has been deteriorated will not be refunded, taken back, or exchanged. Gel packs that have been activated (placed in heat or cold) cannot be taken back or exchanged. Products that have come into contact with water are not taken back or exchanged for hygiene reasons.
In the case of a refund, it is validated after receipt and inspection of the returned parcel. The amount is paid within 5 business days following the refund notification, to the bank account that made the purchase.
In the case of an exchange, we will ship a new item upon receipt of the returned product.
BEFORE making a return, contact us by email to discuss the terms. We will not be responsible for parcels returned to the wrong address or past the deadline.
Do I have to pay for the return?
Return shipping costs are your responsibility. A refund is possible if the error is ours (defective product, wrong color, incorrect reference, etc.).
We can provide a return label at the preferential rate of €4.90*, when the product, supplier, and return method allow it, via our partner services (La Poste, Mondial Relay, Relais Colis). This label is valid for 14 days and can only be issued once.
In some cases, we may provide a return label for free (only on certain defective products, when our supplier handles the support).
*return costs include shipping fees (€3.50) and processing fees (€1.40).
Product exchange / Return due to a delivery error
In case of a delivery error (e.g., non-compliant product, wrong color, incorrect model), the customer is required to inform customer service within 14 days of receipt of the order.
A new shipment may be made exceptionally before receipt of the initial product, for the sake of efficiency and customer satisfaction.
In this case, a prepaid return label will be provided by us. The customer agrees to return the original product within a maximum period of 14 days following receipt of the replacement parcel.
Dropping off parcels in a locker
Products returned with different return labels must be dropped off separately (only one parcel per locker). Failure to comply with this rule may result in the loss of one of the parcels. We are not responsible for losses following deposits not conforming to the instructions.
Failure to return the replaced product
In case of failure to return the initial product within the deadlines mentioned in article 8, and without valid justification, we reserve the right to invoice the said non-returned product at the current rate, increased by flat-rate late penalties of 10% of the price inclusive of tax per week of delay, up to a limit of 30% of the total amount.
The customer will be informed by email before the invoice is issued.
Penalty clause and false declaration
In case of a false declaration regarding the non-receipt of a parcel when delivery tracking confirms a compliant delivery, a sworn statement may be requested. Any false declaration is punishable by criminal sanctions under articles 441-7 and 441-10 of the Penal Code.
