Because of the perishable nature of the product, no return/refund will be accepted once it has shipped.

If the product hasn't shipped yet :
     -   case 1 : your package hasn't been prepared at all. You will be fully refunded.

    -  case 2 : your package has been prepared for shipping and we already paid the shipping costs to our transporters. You will be refunded the price of the product but not the shipping costs.

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SHIPPING ADRESSES 

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Please be very careful when filling your address details : the shipping labels are generated automatically from your indications only (SENDCLOUD).
If you checkout with PayPal, check the address there too and make sure it corresponds to the address you want the order to be shipped to. 

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​ABOUT SHIPPING 

 

   > To avoid any confusion about "contracts" :

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Unless the delivery method mentions "X days guarantee", the travelling time mentioned (or not) under the delivery method in an estimation provided by the transporter and reflects what it should be during normal traffic for no prioritized package. This has no contract value. The "X day guarantee" is a specific contract with specific conditions (refund if not delivered in the agreed time) and it is a higher price than usual non guarantee shipping because of the risk taken by the brand/transporter. 

An estimation is not an "agreed time". An agreed time appears in written contracts after both parties agreed on that time about the delivery of some product or service.

We do not propose any guarantee option.
If your order is taking more time than you wished, please be reassured you will be refunded at the 45 days mark from shipping if the transporter confirms it is stuck or lost. This has been determined based on the actual European e-shopping laws.
If it is moving, we will ask you to be patient. You still can do a reclamation to the transporter to express your disappointment in their service. Transporters and our brand are two distinct entities, as long as we understand frustration, we are evidently not to blame for any delay. 
 

   > About the probability of delays : 

Travel time estimation varies by essence, and those variations are caused by events during the transport of your order : sales, strikes, Olympics, bank holidays, war, Christmas, human error... and that it can add great delay (several weeks) we won't be able to shorten in any way because we have no action possibility once the package has been handed over to the transporter.
So be careful about the period you order, especially international orders. That day you place your order will determine the probability of delays. Brands are not allowed, in any case, to give a "maximal" travelling time, just the time after which you will be refunded if a loss occurred. That interdiction is made to protect the costumer from abusive delays a brand could fix before taking responsability.

By law, if no "X days guarantee" has been bought with your order,  you should get a package under 30 days. If not please contact us we will look into it with the transporter. If he considers the package to be lost and not delayed, we will refund you under 14 days.

 

   > About different distribution stream types that have direct impact on shipping time

There are several "Flux" used by transporters to deliver your orders. If the method is qualified as "Mail stream" or "flux courrier", it means your order is treated like a letter and will be transported with the associated distribution webs. Those are different from packages streams only. This shipping method is slightly slower, but it allows us to propose decent shipping prices and again, the guarantee of refund if loss occurs still is our responsibility, so don't worry.

THIS IS OUR CASE. Packages under 2 kg are treated with DHL Globalmail tracked Go Green solution for every order that is not going to France. Because our brand is located in a very remote location (yup, sparkles are living here 1200 m high), it can take several days before the first tracking step appears. This is normal, it is the time your order is picked up by a third part transporter and brought to DHL's distribution center, in Frankfurt, Germany. There, you will have the first update.
Then, you will only have about 3 more : 
   - when it is ready to fly (DHL Globalmail being a Deutsche Post branch, everything is distributed from Fankfurt - Germany);

   - when it arrived at the destination country
   - when it is delivered.  

 

Those steps can be distanced from each other by days or several weeks, especially during Christmas time. No notification doesn't mean lost. It means the package just hasn't reached the next checking point yet. Therefore, please do not contact us because your package didn't move for 10 or 14 days : no action will be taken before a 30 days mark from the day of shipping.

Please contact us only if the package didn't move for at least 3 weeks and you reached the 30 days mark. We will then contact the transporter and depending their response, we will refund you or ask you to be patient if the transporter confirms movement.

 

   > Orders that would ship two times (private US gift for example).

 

If you order and send the order to a European contact, then this one sends the parcel to you, you have to know that we only are responsable for the shipping you paid on our Website : the one from the Brand to your contact. We highly advise you to ask your contact to open the palette to verify if there is any damage after that first shipping part, and if it does, contact us as usual with quality pics in the first 48 hours after reception.
Any damage that would be reported after that time window and after having reached its final destination (2nd shipping) can't be compensated as there is no way to prove this happened on the first transport section, the one we are responsable for.
Should the palette have an original defect (production), please contact us immediately, this of course will be considered.
 

            Please note : We will only deal with the person who placed the order.

 

     YOU WERE NOT THERE FOR DELIVERY, YOUR PACKAGE IS MENTIONNED "AT PICKUP POINT"

When it enters your country, your package will be handed over to your official postal service. Please contact them with your tracking number if you had no note left.

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     ABOUT LOSS, AND DAMAGE

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Products are checked before leaving our warehouse and only perfectly intact products will be shipped. Therefore we are not responsable for any degradation or loss that may occurs during shipment. BUT. Under french law the seller has the obligation to guarantee the delivery of the product. You will be refunded regarding the visible damages, each case is considered individually.

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   > LOSS

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If your package is lost DURING transit (proven thanks to the tracking that shows the package looks stuck for 3 weeks and after investigation with the transporter), you will be refunded at the 45 days mark from the shipping day. If the package suddenly moves before the refund, we will ask you to wait for it to be delivered.
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   > DAMAGE
 

If the palette arrives damaged, take immediately pictures into 48 hours so we know it is from shipping and not an accident that happened after delivery. Nothing will be considered after this period of time as no explanation can be verified.
Please do not touch/repair the palette before taking the pictures showing the damage, your pictures have to align with your claims.

We will ask for several good quality pictures from your order : package (several), label, filling (kraft paper, bubble wrap, fizzles),  and your damaged product. We will need those to be able to do a reclamation on our side to the transporter.
Damages will be addressed regarding each individual case.

Please note :  personal situations or characteristics do not enter in consideration in the evaluation of a refund. The refund is conditioned by the aspect and percentage of degradation of the product(s) only.
 

   > TIP to avoid further disapointment if your pressed pigments palette(s) arrived broken because of rought handling :

Because of the nature of the product, never ever will we take back any of them. Regardless of a partial refund or a complete refund and reorder after the refund, products will stay in your posession. And things can be greatly fixed.
Thanks to their nature, the pressed pigments can be pressed back with rubbing alcohol when they break, this occuring during shipment or sometimes at home during manipulation (who hasn't already broken a fave..).
We strongly suggest you to lay the palette(s) flat on any surface before lifting the lid for the first time : by doing so, you will avoid the pigments to travel further more out of their pan if there has been some shattering.

Youtube is the place to find great tutorials to find out how to press pigments back, it is very easy and doesn't affect the pigment's performance.