DELIVERY OF PRODUCTS

The Products are delivered to the address provided at the time of validation of the Order, at the latest on the date indicated in the confirmation message of your Order. You must therefore ensure the accuracy of this address. Alaena Cosmétiques delivers to all territories, with the exception of territories applying official standards prohibiting the importation of all or part of the Products sold on the Site. Alaena Cosmétiques entrusts the delivery of the Products to the Colissimo services of La Poste. Delivery times run from receipt of the e-mail confirming the Order. The transfer of the risks of loss and deterioration relating to the Products will be transferred to you upon their delivery. In the event of a delay in delivery, we will inform you by e-mail as soon as possible and we will offer you a new date. In the event of a delay not due to a case of Force Majeure, you have the possibility of canceling the Order. You must first send a formal notice, by registered letter with acknowledgment of receipt or by e-mail to Customer Service, requesting delivery within a reasonable additional period. If this new deadline is not respected, you have the possibility of requesting the resolution of the Order under the same formal conditions. You can then be reimbursed for the total amount of the Order including delivery costs, as soon as possible and at the latest within fourteen (14) days following receipt, by Alaena Cosmétiques, of the registered letter with acknowledgment of receipt or the e-mail. If you, or the recipient, are absent on the day of delivery, the delivery person leaves a notice in the mailbox, to allow you to collect the package at the place and during the period indicated. In the event that the package is not collected within the indicated period, the package is reshipped to Alaena Cosmétiques, and you have the choice between reshipping the package at your expense, or reimbursement of the Order, delivery costs deducted. No dispute regarding the delivery is possible if the package appears to have been delivered, the computer system (scanning) of La Poste being proof. In the event of receipt of a damaged package (damaged, torn, opened package, etc.), you can: - either refuse the package, under the conditions provided by the carrier, the package then being returned to Alaena Cosmétiques, - or receive the package while reporting the deterioration of its packaging to the carrier, under the conditions provided by the carrier, as well as to Customer Service within a maximum period of three (3) days. You must check the condition of the items delivered. In the event of damaged or missing items or in the event of a delivery error (Products not corresponding to the Order), you must file a complaint with Customer Service within a maximum period of three (3) days accompanied by any evidence supporting the complaint. We may carry out any useful verification on this occasion. In the event of a delivery error or damaged Products, the Products must be returned to us in their entirety and in their original packaging by Colissimo, to the following address: Alaena Cosmetics – Returns –  Villa Sion,  79 Bis Rue d'Espagne, 64200 Biarritz. These return costs are the responsibility of Alaena Cosmétiques. Failure to comply with these procedures excludes any recourse against Alaena Cosmétiques and you will not be able to claim, in particular, any refund or for Alaena Cosmétiques to deliver new Products ordered to you.

YOU CHANGE YOUR MIND

You have a period of fourteen (14) days from the day after delivery to return the Products without penalty, by notifying your withdrawal to Customer Service.You must return the Product(s) concerned to us at the following address: Alaena Cosmetics – Returns –  Villa Sion,  79 Bis Rue d'Espagne, 64200 Biarritz. The Products must be returned in their original packaging, in perfect condition, unopened and accompanied by its/their possible accessories. We advise you to return them by a mode of transport with a tracking number in order to provide you with proof of return. The return costs are your responsibility. You cannot exercise your right of withdrawal on unsealed Products whose remarketing would present risks for reasons of hygiene or protection of consumer health. Subject to compliance with the conditions of the right of withdrawal provided for above, we will reimburse you for the amount of the Products concerned as well as the delivery costs, within a maximum period of fourteen (14) days from receipt of the Products by Alaena Cosmétiques.