Delivery & returns
Delivery times are between 2 and 10 working days from the date the order is confirmed. This delivery time is indicative and may be modified: in this case, you will be informed directly.
At home, at work, at your neighbours’… Have your parcel delivered wherever you want in Europe.
Deliveries to countries belonging to European countries but outside Europe are not considered as European deliveries (it is not possible to deliver to French overseas territories by selecting France as the delivery country, for example in the DOMTOM). Overseas territories are considered as countries outside Europe from a logistics and customs point of view. Deliveries outside Europe are also possible but we ask you to contact our customer service beforehand: [email protected] An e-mail with a tracking number will be sent to you when your order is shipped.
Except in special cases or when one or more items are unavailable, the products ordered are delivered in one go.
1. Shipping and Deliveries – Delivery zones
Once the payment for the order has been registered, the articles will be delivered to the delivery address that you indicated during the ordering process. Any delivery address outside the buyer’s country of residence may be refused during the ordering process.
2. Shipping and Deliveries – Delivery fees
Currently, we deliver exclusively with Bpost. Delivery times depend on our carrier and can vary between two and three working days depending on the day you order.
Before you confirm your order, delivery costs will be indicated with the summary of your order. This amount is due in addition to the price of the products purchased.
Delivery is free for orders over €150. Express deliveries are possible on request by e-mail at [email protected]
|taxes and customs fees|
|Order value over 150€|
|The Netherlands & Luxemburg||comprises||6,95 €||free|
|Germany & France||comprises||10,00 €|
|The rest of Europe||comprises||15,00 €|
|Norway, Romania, Estonia, Slovakia, Latvia, Slovenia, Lithuania, Croatia||comprises||25,00 €|
FOR ALL DELIVERIES OUTSIDE EUROPE, PLEASE CONTACT our e-shop department at [email protected]
3. Shipping and Deliveries – Delivery times
The seller undertakes to deliver the items ordered as soon as possible and at the latest within 30 days from the day after the order, subject to full payment of the price. During the ordering procedure, the seller will stipulate the possible delivery times and methods for the products purchased.
4. Shipping and Deliveries – Delivery problems
If, upon delivery, the appearance of the package is not perfect, the buyer will proceed to open it in the presence of the delivery person to check the condition of the item.
The buyer must check that the goods are compliant upon delivery and note any irregularities (package opened or damaged, etc.) in handwriting, if possible, on the delivery note, along with their signature. The buyer must then contact Senteurs d’Ailleurs Customer Service by e-mail or by telephone. If the products purchased are not compliant or damaged before delivery, the buyer may return them for exchange provided the problem is reported upon delivery.
5.Right of Withdrawal
You have the right to withdraw from this contract without giving a reason within fourteen days. The withdrawal period expires 14 days after the day on which you, or a third party designated by you, other than the carrier, takes physical possession of the item. If your order includes several items that are delivered separately, this period expires 14 days after the day on which you, or a third party designated by you, other than the carrier, takes physical possession of the last item.
To exercise the right of withdrawal, you must notify us of your decision to withdraw from this contract by means of a clearly worded statement (for example, a letter sent by post, fax or e-mail to Senteurs d’Ailleurs SPRL, rue de Stassart, 131-1050 Brussels, by fax +32 2 502 58 43 or by e-mail [email protected]).
You can also complete and submit the model withdrawal form or any other clearly worded statement via our website www.senteursdailleurs.com. If you choose this method, we will immediately send acknowledgement, in a durable medium (e.g. by e-mail), that we have received the withdrawal. For the withdrawal period to be honoured, simply send your statement exercising the right of withdrawal before the withdrawal period expires.
The right of withdrawal only applies if:
- Sealed products have not been unsealed or opened ;
- Products are complete and in their original packaging ;
- Products have been kept somewhere dry away from light, heat, and damp;
- The invoice is with the product
The buyer can return any product purchased on the website for exchange within 14 days of the delivery date if:
- Sealed products have not been unsealed or opened;
- lProducts are complete and in their original packaging;
- lProducts have been kept somewhere dry away from light, heat, and damp;
- The invoice or delivery note is with the product.
Returned items that are open, incomplete, damaged, or soiled will not be exchanged. A product ordered on the website that is part of a personalised order at your request cannot be returned for exchange. With the exception of such a case, the recipient of a gift may exercise the right to exchange, bearing in mind that in the case of a remote exchange via Senteurs d’Ailleurs’ Aftersales Department, the recipient of the gift will not be refunded if there is a difference in price. In the case where an item is exchanged, the initial sale will be cancelled. Payment from the previous sale will be used for the new sale, with any surplus payment leading to a credit note in favour of the buyer, provided they contact the Senteurs d’Ailleurs Aftersales Service.
The delivery fees incurred when returning products will only be refunded if the return is justified by the non-compliance of the products delivered (reference error, damaged product, etc.). Senteurs d’Ailleurs will not be responsible in the event of loss, shipment to the wrong address or late delivery of a product that the buyer wishes to return to the seller. The risks pertaining to the transport you choose and instigate are your sole responsibility.
7. Compliance – Warranty
Upon delivery, the buyer must ensure that the articles delivered correspond to their order. The products sold on the website are subject to legal warranty conditions. The seller is bound by the warranty concerning hidden defects that render the item sold unfit for the usual use for which it is intended, or diminishes that use in such a way that the buyer would not have bought it, or would only have paid a lower price, if they had known about them. If the product is non-compliant or faulty, the seller can freely choose between replacing the product, repairing it, or offering a discount, excluding damages. The seller is entitled to replace or repair the product several times in succession. The buyer can only demand a discount or cancellation of the contract after several unsuccessful replacements or repairs.
Warranties no longer apply in the event of abnormal use, treatment or handling of the product or in the event of use, treatment or handling of the product that is contrary to the product guidelines or the instructions provided by the seller.
8. Limitation of liability
Under no circumstances can the seller be held liable for any indirect, incidental, special, or consequential damages that result from the purchase of products on the Senteurs d’Ailleurs website. The seller can only be held liable, whether in tort or contract, for direct damage caused to the buyer or any other person as a result of fraud (fraudulent misrepresentation) committed by the seller, subject to the mandatory provisions of the Belgian law of 25 February 1991 on liability for defective products.