Shipping channels
Shipping Channels
Orders placed on our website are shipped via the (POST OFFICE OR TRANSPORTATION COMPANY) service, via the Post Office and transport companies to all regions of Europ and other countries, up to (1) business days after receipt of payment confirmation from the institution responsible for the collection.
To check the shipping cost and delivery time, choose which items you want to buy and click on “Add to Cart”. Then, enter your zip code, the cost and delivery time will be calculated automatically.
Attention:
– The delivery time starts after payment approval. As soon as your payment is approved, you will be notified by email;
– All orders are subject to analysis and approval of registration data, which may cause delays in payment confirmation;
– The delivery time indicated includes the order processing time within our company and also the delivery time by the carrier. There may be delays.
Delivery Policy
1) Delivery Time:
The delivery time indicated in the order starts counting from the date of payment identification, which varies according to the payment method:
– Credit Card between four (4) and seventy-two (72) business hours
– Cash Deposit or western union : up to four (4) business hours after sending the receipt
– Bank transfer : after compensation
Therefore, if you need to receive the delivery urgently, we suggest paying by Credit Card or cash money transfer.
Deliveries take place from Monday to Friday from 9 am to 6 pm. In some zip codes in some cities, there may be deliveries on Saturdays during business hours. If the customer is absent or there is a need to confirm the address and/or name of the recipient, or even if the box is retained at the Treasury Department of the destination state for inspection purposes, the delivery time will be paused.
2) Situations in which the order is not delivered as expected
2.1 – Incorrect or incomplete registered delivery address
The address considered for delivery purposes is the address registered in the customer's account and selected as the delivery address at the time of placing the order. This address will be included in the copy of the sales order sent to the customer via email. If the address registered by the customer is incomplete or incorrect, the order will be returned to Emy & Stefan's headquarters. The customer will then be notified and a new shipping fee will be charged for resending the products.
2.2 – Changing the address after completing the order
Under no circumstances will it be possible to change the delivery address after completing the sales order. If the order has an incorrect or incomplete address, the customer must contact us at contact@emyandstefan.com within 1 hour of completing the order to inform us of the incident so that we can analyze the possibility of making the change, subject to an update of the shipping fee according to the changed delivery area.
If contact is made after 1 hour, the order may be sent to the incorrect or incomplete address provided by the customer. In this case, it will be necessary to wait for the box to be returned so that it can be resent, and the customer will be charged a new shipping fee.
2.3 – Order retained at the border inspection between states
The Treasury Department of the destination state may retain the merchandise. In such cases, the customer must go to department to pay any outstanding tax debts and collect the merchandise. If the customer chooses not to collect the merchandise at the treasury department, Emy & Stefan will not be able to refund the order amount.
2.4 – Late delivery
E-commerce is not free from the risk of delivery delays. Unfortunately, there are numerous factors that can cause unexpected delays. Once a delivery delay is detected, Emy & Stefan company will make every effort with its logistics partners to ensure prompt delivery. Therefore, when making a purchase in our online store, the customer is aware that delivery delays may occur. If a delay occurs, the customer is aware that they may request cancellation of the order and a refund of the amount paid at any time by sending an email to contact@emyandstefan.com, and may not subsequently file a legal complaint regarding delivery delays.
3) Situations in which the order is damaged while in the possession of the shipping company
If the order is damaged while in the possession of the logistics partner or even if the box delivered by the shipping company does not contain information that identifies Emy & Stefan, the customer must reject the delivery so that the damaged or suspicious box can be returned to Emy & Stefan's headquarters. Once the damage to the products is confirmed, Emy & Stefan company will send a new shipment to the customer at no additional cost.
If, instead of being rejected, the order that is damaged, tampered with or even in a box without Emy & Stefan's information is received by the customer, neighbors or employee, it will not be possible to proceed with the refund or reshipment of the products.
4) Situations in which the contents of the order are different from the items listed in the order
If there are discrepancies between the contents of the order and the order, the customer must contact the store, via the contact email within a maximum period of 48 hours after receiving the goods. The store will analyze the case and provide feedback within 2 business days. Under no circumstances will we be able to accept complaints regarding discrepancies between the contents of the order and the order for goods that were delivered more than 48 hours ago.
5) Situations in which the customer requests cancellation of the order and refund of payment
If the cancellation and refund request occurs within the delivery period, only the value of the products will be refunded, since the logistics partner charges the shipping service at the time of collection and will also charge for reverse logistics, that is, for the return of the order to the store's headquarters.
6) Who can receive the order?
In addition to the individual or legal entity indicated in the purchase order, any and all individuals who are on the premises of the address indicated as being the recipient, including doormen, guardians, receptionists and others responsible for receiving orders, will be considered the recipient. The store will not be responsible for orders that have been lost within the delivery address, such as residential or commercial building, and it is therefore the buyer's responsibility to define a reliable address for delivery.
7) Inability to meet the delivery deadline
It is possible that due to logistical, quality, or unforeseen operational problems, the company is unable to meet the deadline for a delivery.
In this situation, it is our procedure to immediately inform the customer of the difficulties, possibly communicating the new delivery deadline. However, if the customer wishes, it is possible to exchange the product for another product in stock or even request the cancellation of the order at no additional cost.
7) International Shipping
For international shipping, we follow the same guidelines as for national shipping. The shipment will be made via France post office or via Sweden post office where we have our headquarters and will be delivered by the Post Office of your country. If you want a personalized DHL or FEDEX shipment, please contact us after the purchase.
For more information,
Please contact us by email contact@emyandstefan.com