Shipping policy

DELIVERY

Transport - Transfer of risk

    Delivery is governed by the 2020 ICC DAP Incoterms® rules.

    Taxes are entirely at your expense and prices are exclusive of VAT. We offer free shipping for deliveries worldwide from €175.

    Deliveries are made to the address indicated in the order form.

    Delivery methods and the service providers we work with are indicated on our Website at the time of your order or on request for orders placed by telephone or email. 

    The delivery slip must be signed and the goods checked on receipt in accordance with the following conditions.

    Partial deliveries are allowed.

    Time of delivery to the carrier


      We undertake to deliver the Products ordered as soon as possible to our carrier and to do our best to ensure that any order placed before 2pm is delivered the same day to our carrier.

      The maximum delivery time depends on our carrier DHL Express and the destination. The usual delivery time is 48 hours for Europe, 3-5 days for the rest of the world.

      Any delay due to our suppliers may be passed on to the Customer without this constituting a fault on our part.

      Obligation to inspect the package on delivery

        You undertake to check the condition of the package on receipt.

        In the event of damage to the packaging resulting in damage to the package, a note must be made on the delivery slip. 

        Customer's commitment to check the Products upon receipt


          You are responsible for verifying the condition and completeness of the Products delivered, and as such, you undertake to check the condition of each of the Products upon receipt. Each of the Products received must be checked upon delivery and before use of any kind.

          In the event of a Defect (as defined below), you must refuse delivery and inform us without delay of any difficulties encountered in this regard.

          Please note that any fabric that has been altered in any way (e.g. cut, made-up, washed etc.) cannot be returned or refunded.

          Acceptance of Products


            Signature of the carrier’s delivery slip is considered as acceptance of the package, its completeness and the condition of the Products.

             

            COMPLAINTS/ RETURNS / ERRORS / DEFECTS


            Claims for Product Defects

            You may return the Product to us if Maison Hellard determines that the Product is defective, i.e. unfit for the purpose for which it was intended and does not meet your legitimate expectations (the "Defect").

            Please note that:

            • Quality control is carried out by us before the Products are delivered.
            • Linen is a natural material that has some rough aspects that cannot be described as a Defect.
            • Depending on the ambient humidity, variations in the width and length of the fibres (of the order of 15%) are considered normal and cannot be qualified as a Defect.
            • A difference in colour shade between several batches or manufacturing baths shall not be considered a Defect.

            In the event of fabric being found to be defective, our liability is strictly limited to the value of the invoiced Product and may not be extended to any other reimbursement (labour, supplies, damages, etc.).

            Maison Hellard does not accept any claim on a Product already used (washed, cut, sewn, marked, soiled, etc.).A Product that has been used even partially by the customer shall not be subject to any discount, compensation, commercial gesture, replacement or refund, even partial, even if the Product was visibly defective, even if the customer had identified that it was not the right Product.

            Use of the Product constitutes acceptance of its condition and nature, regardless of the urgency with which the Customer wishes to use it.

            What to do in case of error or missing Products or Defects?

            All complaints must be made by email (info@maisonhellard.com) within 15 days of delivery of the Products. You must also provide us with any information that will enable us to verify the Defect (written description, photos, videos, etc.).

            In the event of an error or oversight during the preparation of the order, the Customer has 15 days from receipt of the package to report the problem in detail to Maison Hellard by email (info@maisonhellard.com).

            As a matter of principle, missing Products that have not been shipped will be refunded to you without shipping.

            If you receive an incorrect or incomplete Product (e.g. wrong reference number, missing quantity), you must provide us with all the information we need to confirm the error (detailed description, photographs, videos) and return the Product concerned to us. This return can be made at our expense once the return request has been accepted by Maison Hellard.

            We reserve the right to contact you again before accepting the return request, particularly if the request concerns a defective or faulty Product, in order to obtain further information on any difficulty you may be experiencing.

            Product return

            A request for return, for whatever reason, must first be accepted by Maison Hellard.

            Maison Hellard reserves the right to assess the condition of a returned Product by a thorough examination and reserves the right to make only a partial refund of the price of the Product if the Product does not comply with the return conditions stated above.

            We shall not be held responsible for any defects resulting from clumsiness or incorrect handling.

            In order to ensure that the return costs are covered, we will indicate the conditions under which the return must be made (2020 Incoterms® rules applicable to the order).

            Any refund accepted by Maison Hellard will be made within a maximum of 30 working days from the receipt of the returned Product.

            Products that cannot be returned or refunded

            Some specific orders cannot be returned - this will be indicated on your order confirmation.

            For example, weave-to-order items, as well as:

            • incomplete, damaged or soiled items,
            • items that have been washed, stained or marked, or have holes or tears,
            • cut, sewn or made-up items,
            • items not returned intact with their labels in their original packaging
            • items returned without any identifying information such as order number, invoice number or customer name.
            • any items that have not been requested to be returned
            • any items whose return request has not been accepted by Maison Hellard.

            In case of abusive, i.e. unjustified, requests to return Products, we reserve the right to refuse any new order from you.