Shipping policy
Last updated: 9 August 2026
Where we deliver
We currently deliver to France, Belgium and Luxembourg. We do not deliver outside these countries. Switzerland and the United Kingdom are excluded because they are outside the EU customs union and orders would be subject to customs formalities.
Processing time
Orders are prepared within [TO BE COMPLETED: 1-2] working days of receipt of payment. Orders placed at the weekend or on a public holiday are prepared on the next working day.
Delivery times and costs
| Destination | Estimated delivery | Cost |
|---|---|---|
| France (mainland) | [TO BE COMPLETED] working days | [TO BE COMPLETED] EUR |
| Belgium | [TO BE COMPLETED] working days | [TO BE COMPLETED] EUR |
| Luxembourg | [TO BE COMPLETED] working days | [TO BE COMPLETED] EUR |
Free shipping applies from [TO BE COMPLETED] EUR of order value.
Delivery times are estimates counted from dispatch, not from the order. They are not guaranteed and may be affected by carrier delays, weather or public holidays.
In any event, and in accordance with Article L216-1 of the French Consumer Code, we will deliver within thirty days of the order at the latest. If we fail to do so, you may cancel the order and obtain a full refund.
Customs and duties
All our delivery destinations are within the European Union customs union. No customs duties or import charges apply to your order.
Tracking
You will receive a dispatch confirmation by email with a tracking number as soon as your parcel leaves our warehouse. Please allow up to 24 hours for the tracking to become active.
Wrong address
Please check your delivery address carefully before confirming your order. We cannot be held responsible for a parcel delivered to an incorrect address supplied by you. If a parcel is returned to us because the address was wrong or incomplete, we will contact you to arrange a new dispatch; the cost of the second dispatch will be charged to you.
Parcel lost or damaged in transit
Risk passes to you when you, or a third party designated by you, take physical possession of the goods. Until then, the risk is ours.
If your parcel arrives damaged, note this with the carrier at the time of delivery and contact us at protocole.storee@gmail.com with photographs within [TO BE COMPLETED: 3] days. If your parcel is declared lost by the carrier, we will resend the order or refund you in full, at your choice.
Returns
Return conditions, including the fourteen-day right of withdrawal and the legal exception applying to unsealed cosmetic products, are set out in our Refund policy and in our Terms of service.
Contact
Any question about an order or a delivery: protocole.storee@gmail.com