Delivery, exchange and refund

1. What is the delivery area covered by turtledove - shop.fr ?

TURTLE DOVE delivers in Metropolitan France, Corsica, Monaco and Andorra as well as in other countries of the European Union (Germany, Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Spain, Estonia, Finland, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Czech Republic, Romania, United Kingdom, Slovakia, Slovenia, Sweden) and in Switzerland, in the United States, in Canada and in Japan.

Customers located outside the above areas may contact Customer Service by phone +33 (0)6 19 59 01 32 (from Monday to Friday, excluding public holidays, from 10 am to 4 pm) or by email: contact@turtledove.fr which will make every effort to meet the delivery request and study the terms and conditions of delivery to the location in question.

2. What are the delivery options and periods ?

Delivery by Standard Colissimo:
Deliveries are made within 48h from Monday to Saturday morning, excluding public holidays for orders to Metropolitan France, Monaco, Corsica and Andorra.
Orders to other countries are made within 3 to 8 working days.
Customer order is delivered against signature of receipt at the delivery address shown on the purchase order form. If you are absent at time delivery, a failed delivery advice note is left to enable retrieval from the nearest Post Office. Packages are kept at the Post Office for 15 calendar days and if not claimed within the time stipulated by the carrier, will be returned to TURTLE DOVE.
 
Delivery by UPS:
Deliveries are made within 24h to 48h from Monday to Friday, excluding public holidays for orders to Metropolitan France.
Orders to other countries are made within 5 working days.
The order is delivered against signature of receipt at the delivery address shown on the purchase order form. When ordering, you should ensure that you give, in writing, all necessary details about the place of delivery (door entry code, building, floor numbers, etc.), as well as a valid contact phone number. If you are absent, carrier will leave a notice of failed delivery and expected time of next delivery. You may call UPS Customer Service to set a new delivery time at your convenience. Once 3 (three) attempts at delivery have been made unsuccessfully to the address shown for delivery, products will be returned to TURTLE DOVE.

Deadlines and delivery costs depend on the country of destination and weight of package.

3. How to qualify for free shipping ?

Standard delivery by Colissimo is free of charge for orders over 100 Euros (all taxes included) for deliveries to metropolitan France, Monaco, Corsica and Andorra.
4. How to track the delivery of my order ?

You may track order processing and delivery status by going to <My orders> in <My account>.
5. What should I do if my package is damaged ?

On receipt of your package, you must check the contents of your order. If the package appears to be slightly damaged, you can accept the package, sign and clearly detail concerns on the delivery note with as much information as possible (for example: package wet/open/damaged etc.). Details on the delivery note are essential for any claims.
If the package is very damaged, it is advisable to decline receipt of the delivery and detail all concerns on the delivery note (for example: parcel refused because opened or damaged prior to delivery).

Contact the Customer Service as soon as possible.

6. What should i do if an item is missing in my package, if an item is part damaged or if there is an error with the order ?

In case of any problems with your order contact the Customer Service team as soon as possible, via our online form, our email address (contact@turtledove.com) or by phone at + 33 (0) 6 19 59 01 32 open Monday to Friday, excluding public holiday, from 10 am to 4 pm.

7. How to return a product and get a refund if it does not suit me ?

In accordance with legislative and regulatory provisions, you have a maximum period of 14 days, beginning from the day after receipt of the products, to notify TURTLE DOVE Customer Service that you waive your purchase without justification of the reasons nor to pay penalties.

Any complaint made after this deadline will not be accepted.

When returning products, we recommend you to contact the Customer Service Team (by phone or e-mail).

The cost and risks related to the return of the product are the responsibility of TURTLE DOVE for all orders delivered in metropolitan France, Monaco, Corsica and Andorra. You must contact the Customer Service Team (by phone or e-mail) who will send you a Colissimo shipment label to print and stink on your parcel. For all other orders, the cost and risks related to the return are the responsibility of the Customer, except in the case of a defective item. In this event, you must contact the Customer Service Team as soon as possible, before returning the item.

Products must be returned unused, in their original packaging, with labels attached, and suitable for resale. Please return goods in protective packaging, accompanied by the order form, to the following address: TURTLE DOVE, 4 rue de la Salle l’Evêque, 34000 Montpellier, France.

Any item returned incomplete, damaged, or having been used will not be accepted by TURTLE DOVE.

Products accepted for return will be refunded in the amount of their purchase price by crediting the bank account of the Customer placing the order, no more than fourteen days from the date on which TURTLE DOVE is informed of the decision of the consumer to retract or until receipt of goods returned in acceptable condition if that period is longer.

TURTLE DOVE does not offer an exchange service. If a customer wishes to change a product they must return the item and proceed to order a new item from the website.