Shipping and returns

We attach particular importance to the meticulous preparation of your packages.
Each item is carefully packaged, promoting the use of recycled cardboard in order to actively participate in reducing waste.
This approach reflects our desire to minimize waste.

Exceptionally, it may happen that the item ordered is no longer available at the time the order is prepared.
In this case, the customer will be reimbursed without reservation and without delay, or at the latest within thirty days following the observation of this exceptional situation.

We ship your packages within 24 to 96 hours after receipt of payment, Tuesday to Saturday.
For orders placed on Saturday afternoon, Sunday and Monday, shipments will be made from Tuesday.

Once your order has been shipped, you will receive a confirmation email with a tracking link.
You will be able to follow the progress of your package until its delivery.

Delivery times depend on the product and are indicated during the ordering process.

For mainland France:

- Home delivery via Colissimo without signature within 48 hours.
- Delivery to Relay point via within 3 working days.

For Europe:

- Home delivery via Colissimo with or without signature within 48 hours.

For Lyon and its surroundings:

- Delivery by carrier by appointment.
- Free in-store collection at 17 Rue Auguste Comte, Lyon 2 during opening hours.

These deadlines are provided for information purposes only; SAS LA MAISON CRAIE CRAIE cannot be held responsible if these deadlines are exceeded.
Any delay cannot result in the termination of this contract, nor give rise to compensation or damages of any kind whatsoever.
We appreciate your understanding in this regard and are doing everything we can to minimize any impact on your shopping experience.

In the event of a delay, please note that SAS LA MAISON CRAIE CRAIE cannot be held responsible for any reason whatsoever.
We strive to meet announced delivery times, however we remain a small independent structure and unforeseen circumstances can sometimes cause delays beyond our control.
In such cases, no claim for compensation whatsoever may be claimed by the user from SAS LA MAISON CRAIE CRAIE.

If you have any concerns regarding your delivery or experience any problems, please do not hesitate to contact us.

Delivery costs vary depending on the size and weight of your order.
We offer free delivery for orders over 150 euros.

At LA MAISON CRAIE CRAIE, we are committed to offering you quality products and services.
However, it is imperative that you check the conformity of your order upon receipt.
If a non-conformity is detected, such as a defective, damaged, missing or damaged product, we encourage you to notify customer service within a maximum of 72 hours after receipt.

Defective/damaged products:
If you notice that the product received is defective, please contact us as soon as possible by e-mail at shop@craiecraie.com .
Provide us with precise details of the nature of the defect, accompanied by photos.
Our customer service team will review your request and take necessary steps to resolve the issue.

Missing products:
If a product is missing from your order, please check the packaging first to ensure it has not been misplaced.
If the product is indeed missing, contact us immediately by email at shop@craiecraie.com .
Indicate the order number and name of the missing product. We will do everything possible to resolve this situation quickly.

You have 14 days after receipt of the order to inform us of your request to return the product and its refund.
Please contact the service by email shop@craiecraie.com or by using the contact form.
Specify the order number and the name of the product to be returned.

Please ensure that returned items are in original condition with all original packaging. They must be able to be resold.
Products on sale or on promotion are neither returned nor exchanged.

The products must be returned to the following postal address: LA MAISON CRAIE CRAIE, 17 Rue Auguste Comte 69002 Lyon.
Return costs are the responsibility of the customer, and the refund will be made to your account once the product is received in our store.

In the event of an Order to a country other than mainland France, you are the official importer of the Product(s) concerned and as such you must comply with all the laws and regulations of the country in which the Products are received.
Customs duties or other local taxes or import duties or state taxes may be payable. They will be your responsibility and are your sole responsibility.
Any additional customs clearance costs will be your responsibility; SAS LA MAISON CRAIE CRAIE has no control over these costs.
Customs policies vary greatly from country to country, it is your responsibility to contact the local customs department if necessary for further information.