Shipping policy
DELIVERY AND RECEIPT
General Provisions
All articles ordered by the purchaser in accordance with these general terms and conditions of sale will be delivered to the address indicated by the purchaser as the delivery address for the order in question (the “delivery address”).
Information concerning delivery methods may also be obtained from the basket confirmation page, as well as from the order summary page, prior to payment. Delivery charges are to be added to the total price of the order and will be notified to the purchaser prior to validation of his or her order.
No delivery will be made by Caroline du Chastel if it proves impossible to obtain full payment of the price. Articles may only be delivered in a country and to the delivery address indicated by the purchaser at the time of the order. The purchaser may have articles delivered to an individual designated by the purchaser in a country, for example, when purchased as a gift. No deliveries will be made to shippers, campuses, outlets, po boxes and hotels (others than those on a list that can be provided to the purchaser by customer service upon request), notably for security reasons. Articles will only be delivered once payment for the order has been recorded.
Transfer of risk and loss or damage of the purchased good is carried out from the delivery of the item.
Delivery Schedules & Cost
Regarding Belgium, delivery is free for all orders over 150€. Otherwise the shipping costs for Belgium are 15€.
Regarding Luxembourg, Netherlands, France, Germany, Austria, Denmark, Finland, Ireland, Sweden, Switzerland, Bulgaria, Cyprus, Estonia, Hungary, Latvia, Lithuania, Malta, Poland, Romania, Slovakia, Slovenia, Greece, Italy and Spain delivery is free for all orders over 300€. Otherwise the shipping costs for those countries are 25€
We aim to deliver your order within a delay of 3 to 5 working days after your order. If for any reason whatsoever, the products are not delivered within 30 days of the order confirmation email, you are entitled to cancel the contract and be refunded for any amounts paid to you.
Delivery times vary depending on the type of product you order, the availability of the product, your delivery address and the delivery method you choose. Delivery dates are indicative and shall not be regarded as strict deadlines. When you order a product in “pre-order” the delivery time can be extended or at least be different from a product already in stock. Caroline du Chastel may therefore provide for a different delivery timeframe depending on whether certain products have been pre-ordered and whether certain products are in stock at the time of the order.
Countries of delivery
We will deliver the products to the delivery address that you indicated when placing the order. We only deliver to addresses within the following countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Switzerland. Orders cannot be placed for delivery addresses situated outside these territory. Unless agreed otherwise, the suitable mode of delivery and the carrier is determined by Caroline du Chastel.
RETURNS
We of course hope you will be very satisfied with your purchase. If for some reason you are not, you have 14 days from the date you received your order to exchange or return. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
The Products must be returned in the same condition as they were delivered, together with their original or copy of the purchase invoice. You must consequently ensure that the Products are intact and complete, that they have never been used, worn or damaged in any manner whatsoever, and that they are returned in their original Caroline du Chastel packaging (the box and if possible the shipping carton) and bearing all the labels, and tags that they had at the time of delivery and the safety tag still attached. All our jewelry come with a Caroline du Chastel tag attached. A sale will be deemed final if this seal has been broken, or if the item is used or incomplete. We will check the packaging and the condition of each returned Product, the substantial integrity of the Products being an essential condition of exercise of the right of withdrawal.
Caroline du Chastel reserves the right to refuse the return of Products which have been damaged, deteriorated, stained or which are in a condition that clearly shows that they have been used for purposes other than the controls which are strictly necessary for the evaluation of the nature and characteristics of the purchased Product.
In the event that the return of the Product is refused, we will inform you of this by email and we will not credit you for the amount paid for the Product in question.
Gift cards are exempt from being returned.
To complete your return, we require a receipt or proof of purchase.
You can find here under a withdrawal form that you can send us by email at info@carolineduchastel.com
https://economie.fgov.be/sites/default/files/Files/Forms/Formulaire-de-retractation.pdf
From the moment the Purchaser expresses his intention to return part or all of his Order, he has seven (7) business days to return the Products to the Seller (at his own expense) within Europe and fourteen (14) business days for returns from the rest of the World. The non-compliance with that delay shall cause the Purchaser to be deprived of this Cancellation right. In consequence, he shall loose his right to reimbursement.
The Products must be returned to the address of the Seller mentioned in the email subsequent the withdrawal demand unless otherwise specified to the Purchaser, by any means of transport left to the choice of the Purchaser, who must keep the dispatch proof. The costs and risks of the return dispatch are supported by the Purchaser, whom we vividly recommend to duly insure the parcel.
in case of defective or wrongly delivered items at the fault of caroline du chastel, exchange or refund of payment shall be issued, upon request, unless the defect or the wrong delivery has taken place or is attributed to the postal carrier’s negligence. If an order is received damaged please do not accept the delivery. If you realize that an order is damaged after opening the parcel, please photograph the damaged item immediately and notify us as soon as possible. Please note that we insure all orders against damage during transit. No reclamation will be accepted after 3 working days.
Please note, that international custom charges, duties and sales tax are non-refundable for shipments outside the european community (eu).
when a ring is re-adjusted on a specific size on demand, it becomes custom made and it is not returnable and not refundable.
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, we will refund the cost of the item(s) less our delivery charge once the goods are returned, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MIISING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@carolineduchastel.com
SALE ITEMS
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
EXCHANGES
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at caroduchastel@gmail.com and send your item to: Caroline du Chastel, please email us at info@carolineduchastel.com to get the adress.
SHIPPING
To return your product, you should mail your product to: Caroline du Chastel, please email us at info@carolineduchastel.com to get the adress.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping and return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
The costs and risks of the return dispatch are supported by the Purchaser, whom we vividly recommend to duly insure the parcel and to use a trackable shipping service.
The articles sent but not accepted for return (for any of the above mentioned reasons, which shall be set out in an e-mail to the Purchaser) shall be kept by the Seller at the Purchaser’s disposal. The Purchaser must take them back and shall have no right to reimbursement. The Purchaser shall have the option to either have it resent to the same or a different address at his own expenses (which shall have to be paid through the above mentioned payment methods) or to pick it up in the office of the Seller. In case of abnormal or excessive returns, the Seller reserves the right to refuse any further Order.