DELIVERY AND RETURNS
(A) DELIVERIES
1. Order validation reminder
To place an order on the Website, the Client must be of legal age and have legal capacity.
Any order placed on this Website directly implies acceptance of the General Terms and Conditions of Sale (CGV) by the Client, for an indefinite period. The acceptance of the CGV does not require a handwritten signature.
The products ordered are strictly for personal use. To protect the brand image of MTLP, the Client acknowledges that they will not be able to order more than four (4) units of the same product reference per order.
2. Order procedures
1. Client Account Login: Choice to log in to your account if it exists or Create an account
2. Selection by Client: Select their product from the online product catalogue
3. Checking the basket by the Client: Check the contents of your basket and the accuracy of the products (product, quantity, total order price)
4. Confirmation of the contents of the order by the Client: Validate the contents of your order
5. Communicate and verify the delivery address and billing address (same or different)
6. Confirmation of the order by the Client: Choose and validate the Chronopost delivery method (home or relay point) and payment method.
7. By placing an order, the Client directly and immediately confirms their acceptance of these GTC.
Once this stage has been completed, the Client may no longer modify/cancel his/her order.
8. Order acceptance confirmation: the Client receives an e-mail summarising the contents of their order with:
- Date de commande
- Numéro de commande
- Liste des produits commandés et leurs montants
- Adresse de livraison et adresse de facturation
- Mode de livraison choisi
- Mode de paiement choisi
- Destination : Adresse domicile renseignée ou point relais
9.Order tracking:When a Customer's order is confirmed, our carrier partner CHRONOPOST provides the Customer with a tracking number by e-mail and/or SMS. The Customer can use this number to track their parcel on the carrier's website, chronopost.com. In addition, through the tracking link provided by Chronopost, the Customer will be able to follow updates on the progress of their order, from processing to dispatch.
3. Deliveries
Maison Thishan Les Parfums is currently able to deliver to the following territories:
1. Europe: mainland France.
It is not possible to place an order on the Website for any territory outside Metropolitan France. For all orders from other territories, please contact the Customer Care Department: relationclientele@maisonthishan.com or via the form on the Contact page available on this Website.
Products ordered on the Internet Website will be delivered by CHRONOPOST, our logistics carrier, depending on the Client's choice of delivery: to the Client's home or to the Relay Point of the Client's choice (to be selected and confirmed) when the order is validated.
Orders are processed within 2 working days from MTLP's partner warehouses, while stocks last, with an average estimated delivery time of 2 to 3 working days. Pre-ordered products have a specific estimated delivery time indicated on the product pages. Delivery is free and against signature.
Once the Client signs the delivery receipt, the verification is considered as completed.
8.2. Défauts de livraison
MTLP reminds the Client that before signing the delivery receipt, the Client must ensure the conformity of the delivered Products, check their external condition, and verify the delivered contents. Any anomaly related to the delivery, such as damaged Products or discrepancies with the invoice, for example, must be noted in writing on the delivery receipt, along with the Client's signature.
MTLP reserves the right to request photographic evidence to justify any delivery anomalies.
Defect 1: Reporting of damaged order by the Client
To improve the quality of service provided and open an investigation with the shipping carrier, the Client must report any anomaly to MTLP within 3 business days from the date of receipt of the order via the "Contact Maison Thishan Les Parfums" form available on this Website. We recommend attaching all essential evidence (photographic proof, delivery receipt) to allow us to process your request as quickly as possible.
Defect 2: Reporting a Missing Product or Delivery Delay by the Client
The carrier will be investigated. If the order is found, it will be redirected to the designated delivery address. If it cannot be found, the Customer will be reimbursed within 14 days of the conclusion of the investigation. If the order is delayed by more than 30 days, the Customer may report this to the Customer Relations Department and cancel the contract in accordance with article L.216-6 of the French Consumer Code. In this case, MTLP will reimburse the Customer within 14 days of the date of cancellation.
Defect 3: Non-compliance of Delivered Products
If the Products delivered, ordered via the Website, do not comply with the Client's order or have hidden defects, the Client must inform MTLP as soon as possible by email at the following address: relationclientele@maisonthishan.com.
In general, MTLP is not responsible for actions, fees, taxes, and/or delays caused by customs services.
In general, MTLP will not be held responsible for the final quality of the delivery.
MTLP will not be held responsible for the following reasons:
– In case of incomplete address, incorrect address, or refusal of the package.
– In case of recipient's absence (the Client or a designated third party).
– In case of loss, theft, or damage to products.
We remind that the Client is subject to the delivery conditions of the carrier.
(B) RETURNS
In accordance with the provisions of Article L.221-18 and following of the Consumer Code, the Client has the right of withdrawal, which can be exercised without having to provide reasons, within a period of fourteen (14) days from the receipt of their order.
The Client should fill in the retraction form below, specifying the order date, the order number, the identification of the products, the Client's identity and address. The Client must inform MTLP by e-mail : relationclientele@maisonthishan.com with the subject "Withdrawal request - Order No.".
Withdrawal Form
(Form to be completed and sent in accordance with Article 9 of these General Terms and Conditions of Sale only if you wish to exercise your right of withdrawal)
To: MAISON THISHAN LES PARFUMS – Customer Care Department – 229 Rue Saint Honoré, 75001 Paris – relationclientele@maisonthishan.com
I/we (*) hereby notify you of my/our (*) withdrawal from the contract for the sale of the goods as detailed below:
Ordered on (*)/Received on (*) :
Order number :
Name(s) of Clients(s) :
Address of Clients(s) :
Reason for withdrawal:
Signature of consumer(s) :
Date :
(*) Cross out or delete as appropriate.
5. Return policy:
1ML pre-opening test For each THISHAN Perfume ordered, the Customer is offered a 1ML sample to try the perfume before opening it. This allows the Customer to appreciate the Perfume before opening its packaging. In this way, the Customer has the option of keeping it, offering it to a loved one or returning it.
The Customer has fourteen (14) days - from the date of confirmation of the withdrawal by MTLP - to return the package intact and undetected to MTLP. Any parcel returned after the deadline will be refused and returned to the sender.
For all returns, the Customer must contact MTLP's Customer Relations Department and inform them of their decision to withdraw.
For MTLP's Customer Care to accept the exchange and/or refund, the Product must be returned complete in its original packaging, unopened, undamaged, unused, along with all accessories and a copy of the purchase invoice.
The same shipping box may be used for the return shipment. The Customer must ensure that the return shipment is properly secured to prevent theft. The return parcel must be delivered by the Customer to a Chronopost relay point of his/her choice.
In the event of withdrawal, the Customer will not bear the cost of returning the goods. MTLP will reimburse the full amount (including VAT) indicated on the purchase invoice for the order within a maximum of seven (7) days, by bank transfer to the Customer's name on the account used at the time of purchase.
All returns must be made in a traceable manner. The Client is requested to contact MTLP with their intention to withdraw and return the order. Upon receipt of your request, our logistics carrier, CHRONOPOST, will provide you via email with a return tracking number and a return label.
On receipt of the parcel sent by the Customer, the latter will receive an acknowledgement of receipt by e-mail from MTLP.
Return procedures
Step 1: The Client contacts via e-mail the Customer Care Department with their decision to withdraw and the completed withdrawal form.
Step 2: On receipt of the request, MTLP Operations sends the CHRONOPOST return slip.
Step 3: Delivery of the parcel (secured for dispatch) by the Customer to a CHRONOPOST relay point.
Step 4: On receipt of the return parcel, MTLP operations check the condition of the returned products.
Step 5: If all the return conditions are met, MTLP Operations will refund the order after deducting the return costs from the amount of the order.
No parcels will be accepted without a return number.
