DELIVERY & RETURNS
1. PRODUCT AVAILABILITY AND DELIVERY
We ship our Products worldwide. We work with several carriers such as Chronopost, Colissimo, Mondial Relay and Relais colis.
Shipping costs are at the expense of the Customer.
The price paid by the client doesn’t include customs and others taxes. Such additional costs shall be directly paid by the client to the carrier
In accordance with MADOAK’s ethical production policy, the shipping date of the Products differs:
- The Products which are in stock will be shipped within 2-4 days;
- The Products which are available for pre-order will be shipped within 1-2 weeks;
Other exclusive deadlines may be announced on a case-by-case basis directly on the relevant Product page on the website.
The standard delivery time is between 3 and 5 days in Metropolitan France and between 5 and 15 days for the rest of the world.
If the production of one or more pre-ordered Product(s) is impossible after the order has been finalised, the Customer will be notified by email. The total value of the Customer’s order shall be recalculated to take into account the missing Products and the Customer shall only be charged for the available items, or partially refunded in the event that the withdrawal has already been made. MADOAK cannot be held responsible for any prejudice suffered by the Client, nor be liable for any damages.
In case of impossibility to deliver the products due to an incorrect delivery address or to the Customer’s failure to collect the Order from the selected collection point, MADOAK shall not be held responsible for the impossibility to deliver the Products, no reshipment shall be made and the Customer shall be reimbursed within a maximum period of 14 days following the date of receipt of the returned Order by MADOAK.
IMPORTANT NOTICE: Please pay attention to the conditions of the package upon reception and, if it is not in perfect conditions, write immediately the defects next to the signature on the reception documents given by the carrier. This is the only way we have to be able to open a formal complaint with the carrier.
In case of damaged packages (already opened, missing products…), the Customer must notify MADOAK, by any means, of all the reservations within 3 days of receipt of the Product.
MADOAK cannot be held responsible for the consequences due to a delay in delivery that are not caused by MADOAK.
2. PRODUCT RETURNS AND REFUNDS
1. Product return
The customer can exercise his right to return one or more Products within 30 calendar days following delivery. The Customer must send a statement that formally and unambiguously expresses his/her wish to return the product(s) and details the reasons for the return, by email at the following address: firstname.lastname@example.org. MADOAK will reply to the Customer as soon as possible. Then the Customer will have further 30 calendar days to return the goods to MADOAK by Registered Mail. The cost of return is borne by the customer.
The Product will be refunded or exchanged only if it is returned in its original packaging, clean, unworn and undamaged. If the Product(s) is (or are) not returned within the time limits or in the conditions specified above, the return will not be considered valid.
In the case of a refund, MADOAK will recredit the amount of the returned Product(s) to the Customer’s bank account within 14 days after receiving the returned Product. Repayment will be made through the same payment means used to pay the Order.
2. Defective product return
If the Product is defective, the Customer may return it at MADOAK’s expense and receive a new one within the limits of available stocks. In case of unavailability of a Product ordered, the Customer will be informed as soon as possible. The customer will then have the option to be reimbursed the amount of the order within 14 days of his/her payment of the order or to exchange the product.
No additional compensation or other commercial gesture shall be claimed by the Customer. The Customer is required to systematically inform MADOAK of the reasons for the return of the defective Product(s) (for example: damaged or missing product, package arrived open), within 30 calendar days after receiving the package. The Customer shall only benefit once from free returns, regardless of the number of Products involved. For any additional request, the shipping costs will be fully charged to the Customer.