Delivery

You will find all the necessary information regarding the shipping and delivery of your orders. Need more information ?

PRECISE INFORMATION:

Excluding sales periods, any order placed on the website www.mephisto-dejean-biarritz.com before 1 p.m. from Monday to Friday (excluding public holidays) will be prepared and shipped the same day, subject to validation of the payment.

Orders placed after 1 p.m. Monday to Friday (excluding public holidays) will be prepared and shipped the next day, subject to payment validation.

All our packages are encoded and provided with a tracking number which allows you to follow the delivery of the package(s) at any time. The package number for tracking shipments can be communicated upon customer request.

Except in special cases or unavailability of one or more items, the products ordered will be delivered in one go to the customer's delivery address indicated when taking the order.

www.mephisto-dejean-biarritz.com undertakes to deliver the items ordered and paid for by the customer within the following deadlines:

Average delay observed

If the said items have not been delivered within 7 days from the delivery date planned when ordering, and if this overrun is not due to a case of force majeure, the customer may proceed to the resolution of the sale by sending a registered letter with acknowledgment of receipt to the following address: MEPHISTO SHOES BIARRITZ - INTERNET SERVICE - 4 Avenue Maréchal Foch, 64200 BIARRITZ, France.

The amounts paid by the customer will then be returned in full.

The customer has a period of 60 working days from the date of shipment of the order to request cancellation of the sale and reimbursement of the items on the grounds that they were not delivered.

No delivery dispute will be accepted after this 60-day period.

The customer is required to check the condition of the items delivered.

Any anomaly concerning the items (damage, item missing from the order form, damaged or opened package, broken item, defective, etc.) must be indicated within 3 days following delivery.

Any opened, incomplete package, and/or any damaged item must not be accepted by the Customer. The Customer will inform www.mephisto-dejean-biarritz.com of the problem encountered the same day.

All items offered by www.mephisto-dejean-biarritz are subject to the legal guarantee provided for by articles 1641 et seq. of the Civil Code. (See Guarantee paragraph).

For the Overseas Territories

For the French Overseas Territories, your package will be sent via La Poste in Colissimo. The estimated time varies depending on the destination, the minimum time is 15 working days depending on the overseas region.

COM-TOM Delivery

According to the tax law in force, items delivered in COM-TOM are paid excluding taxes. The local customs administration is free to charge you VAT. When you order, the order will be directly established excluding taxes before payment as soon as you have provided the delivery address.

Delivery outside the European Union

For international outside Europe, your package will be sent via La Poste in Colissimo Expert International. The estimated delivery time varies depending on the destination, the minimum delivery time is 10 working days depending on the recipient country.

Any errors concerning inconsistency between the postal code and the selected country will be subject to order cancellation and automatic refund. In this case, you will be informed by email and redirected to our website.

All products intended to be delivered outside the European Union are invoiced excluding taxes and the invoice is therefore established excluding taxes. The local customs administration is free to charge you import duties or other import taxes. These vary depending on the country. When you order, the invoice will be directly issued excluding VAT before payment as soon as you have entered the delivery address.

Customs documents for all overseas parcels summarize the total value of the contents of your order and the description of the items.

Customs or import taxes are due as soon as the package reaches its destination country.

You must pay any additional customs clearance taxes. We have no control over these taxes and cannot predict them, as customs policies vary greatly from country to country. Please contact your local customs office for further information.

ERRORS AND PROBLEM IN CASE OF DELIVERY:

In the event of an error in model or size when preparing the order, the website “www.mephisto-dejean-biarritz.com” undertakes to exchange the item as soon as possible, and to take into account bears the return and reshipping costs.

Returned items must be in perfect condition and in their original packaging.

For order errors with international countries, the advance of shipping costs is to be borne by the customer. However, the site www.mephisto-dejean-biarritz.com undertakes to reimburse the cost upon presentation of proof.

In the event of an error by the customer, who provides an incorrect, non-existent or incomplete address, all reshipment costs will be their responsibility. To do this, he must pay the amount of postage costs, i.e. €8 for France and an amount identical to the first delivery for abroad and purchases of less than €60.

In the case of a package not delivered due to the absence of the customer or another case of force majeure (forgotten at a Relay Point, etc.) all reshipping costs will be the responsibility of the customer. To do this, he must pay the amount of postage costs, i.e. €8 for France and an amount identical to the first delivery for abroad and purchases of less than €60.

SATISFIED OR REFUNDED:

The consumer has a period of fourteen working days, from the date of receipt of the goods, to exercise his right of withdrawal without having to justify himself or pay penalties, with the exception of return costs.

A return request in your customer area is mandatory. The return will not be supported by www.mephisto-dejean-biarritz.com if no request is made from your customer area.

- The return is free only for France, for a first request for an exchange with another product or another size.

- The return is the responsibility of the customer for abroad, a second exchange or any request for reimbursement. if no request is made from your customer area.

HOW TO MAKE A RETURN:

For mainland France

Before returning the item(s) to us, it is essential to make a request in advance via your Customer Area. By indicating the order number that you will find on your invoice. To connect to your loyalty area, enter your email address and password at the top right of your screen, by clicking on “connection”.

Note:

- Reimbursement is made via the same payment method as that used when placing your order.

- The credit note is sent to you by e-mail. You will find it directly in your basket and can use it for your next online order. The credit is available for 6 months.

Regarding refunds:

Your request will be processed within 48 to 72 hours (working days). Once your return request is accepted, you will receive a refund confirmation email. Return costs are your responsibility. In the event of an error on our part, we will bear the return costs. Any package returned to our head office without having previously requested a return cannot be accepted.

Your returns will be processed as soon as possible and you will be kept informed by email. On average, it takes 15 working days from the date the products are returned.

Please note: the Satisfied or Refunded guarantee is only valid for Internet orders.

Outside mainland France

Note:

- Reimbursement is made via the same payment method as that used when placing your order.

- The credit note is sent to you by e-mail. You will find it directly in your basket and can use it for your next online order. The credit is available for 6 months.

All returns from countries outside mainland France are the responsibility of the customer.

Regarding refunds:

Your returns will be processed as soon as possible and you will be kept informed by email. On average, it takes 15 working days from the date the products are returned.

EXCHANGE YOUR ITEM:

- The return is free only for a first request for exchange with another product or another size for mainland France.

- For countries outside mainland France, the reshipment of an exchanged product is the responsibility of the customer. www.chaussuremephisto.fr reserves the right to claim from the customer the sum of the shipping costs incurred by the reshipment of the exchanged item or items.

You have a cooling-off period of fourteen days, from the day of receipt at your home or at a relay point, to return unworn items to us in their original packaging. Only items purchased through the website can be returned.

Any return must be requested online via the Customer Area. Requests are processed within 48 to 72 hours (working days).

- From the second exchange, reshipment costs are the responsibility of the customer, i.e. a cost of €7.

In the event of an error made by www.chaussuremephisto.fr and confirmed by the latter, the return costs will be borne by the website. When making the request, the customer must specify whether they want an exchange, a credit or a refund.

A return request in your customer area is mandatory. The return will not be supported by www.mephisto-dejean-chaussures.com if no request is made from your customer area.

ATTENTION :

Please return the package with the NAME of the person who placed the order.

If you return the package under another name or with a company account it will be refused and returned.

CONDITION OF THE ARTICLES:

All returned items (shoes, original packaging, accessories, instructions, etc.) must be returned perfectly intact.

Upon receipt of the package, www.chaussuremephisto.fr will judge the perfect condition of the returned merchandise. No returns will be accepted if the returned items have been visibly used or damaged by the customer and this use or damage renders the items unfit for sale. If the return is refused bywww.mephisto-dejean-chaussures.com, the items will then be returned to the customer at the expense of www.chaussuremephisto.fr without the customer being able to demand any compensation or right to reimbursement, with the exception of the subsequent exercise of its warranty rights on the goods sold.

In the case of an exchange, if the returned items have been visibly used or damaged by the customer and this use or damage renders them unfit for sale, www.mephisto-dejean-chaussures.com may exercise any corresponding recovery actions with the customer.

REFUND OF RETURNS:

ATTENTION :

Please return the package with the NAME of the person who placed the order.

If you return the package under another name or with a company account it will be refused and returned.

MEPHISTO SHOP BIARRITZ

INTERNET SERVICE

4 Avenue Maréchal Foch

64200 Biarritz

Subject to compliance with these return conditions, www.mephisto-dejean-biarritz will reimburse the items returned within 30 days following the goods being returned to stock.

Return and shipping costs relating to orders cannot under any circumstances be reimbursed by www.mephisto-dejean-chaussures.com.

Only the purchase price of the items will be refunded to the customer.

It is possible to request a CREDIT which will replace the reimbursement.

The credit is valid in stores in Biarritz and Bayonne and on our online store. Its validity period is 6 months.

For partial reimbursement taking part in an order paid in several installments, this can only be made once all installments have been paid.

The banking system requires us to wait for the order to be paid in full before issuing a refund.

Delivery methods:

Our packages are shipped by the carrier Colissimo, Mondial Relay or Chronopost in:

France
Spain
Belgium
Germany
Italy
Portugal
Netherlands.

You generally receive your order within 2 to 8 working days, or Mondial Relay with its in-store collection points or its Lockers available 7/7!

If you are close to Biarritz, Bayonne and St Jean de Luz, you can choose to collect your order in Click & Collect or choose Home Service (our teams will personally deliver to your home in complete safety according to the hygiene standards established during the health crisis).

Shipping:
If you order before 2 p.m., your packages will be processed and shipped the same day. After 2 p.m. they will be processed the following day.* *Excluding weekends and public holidays.

Delivery Area:

We deliver your packages throughout mainland France and the Dom-Tom, Sint Maarten, St Barth, Guadeloupe and Martinique regions.

Details of Delivery methods:

Colissimo Tracked with signature:

Sending by Colissimo is free for all orders over €100. Below this amount, shipping costs will be €8. You will be delivered between 48 hours and 72 hours. To follow the delivery of your package, go to your customer area, "My orders" section.

In the event of absence during delivery, a delivery notice will be left in the mailbox allowing you to collect your package from the post office near you within 10 working days.

Mondial Relay:

Receive your package with Mondial Relay® in one of the 16,000 Relais® Points or 4,000 Lockers, everywhere In France. Delivery in 3 to 5 working days.

Click & Collect :
When ordering, select in-store collection from the store of your choice. After confirmation by email from our teams, you can collect your order whenever you want.

Home service:
Do you live near Biarritz, Bayonne and St Jean de Luz? Stay at home, we take care of everything! Select “Home Service” delivery when ordering (service charged €10).

We will contact you to confirm that your order is complete in the store near you, and will arrange an appointment for your delivery (generally possible during the day).

If your order is in stock in our second store, we will reimburse you for the service costs and send your package to you by Colissimo Suivi with signatur

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