Refund policy
we deliver within France, across the European Union and internationally.
for deliveries outside the EU, customs duties, local taxes or import charges may be required by the authorities of the destination country. these charges remain the responsibility of the customer.
Timescales & tracking
delivery times and costs are specified when you place your order. once your order has been dispatched, a confirmation email containing a tracking link is sent to you.
indicative timescales are:
- France: 2 to 5 working days
- European Union: 3 to 7 working days
- international: depending on destination
Important information
the customer is responsible for the accuracy of the delivery details entered when placing the order.
in the event of any difficulty or delay, please write to us at: contact@orvaine.com
Right of withdrawal
in accordance with the French Consumer Code, you have 14 days from receipt of your order to exercise your right of withdrawal.
to do so, please write to us at: contact@orvaine.com
Return conditions
given the nature of our products (foodstuffs), only products that are:
- new
- unopened
- with the seal intact
- unused
- returned in their intact original packaging
may be refunded.
any product that has been opened or unsealed cannot be taken back, for reasons of hygiene and health protection.
products must be returned within 7 days of notifying your withdrawal. return costs are borne by the customer, except where the error is attributable to Orvaine.
Damaged product or error
if your parcel arrives damaged or an error is identified, please contact us within 3 days of receipt, attaching:
- photographs of the parcel and/or the product
- a precise description
- your order number
after verification, we can offer a replacement, a refund or a credit note.
Refund
if the conditions are met, the refund will be issued via the same payment method used for the order, within a maximum of 30 days after receipt of the returned products.
the original delivery charges are not refundable, except where the error is attributable to Orvaine.