The products will be sent to the address indicated by the customer in the order form. Sweet Mellow takes every precaution to ensure that its packages arrive in perfect condition. However, the Client is required to verify the condition of the packaging and the conformity of the delivered product, and to issue any reservation in the shipping certificate of the carrier.
Sweet Mellow processes packages from Monday to Friday. In general, all orders are processed within 2 business days. Additional delays are those applied by our transportation providers. In general, they do not exceed 4 days (for metropolitan France). Attention, in certain periods (Sales, Christmas, Private Sales and others) processing times may be longer due to the large number of packages that must be processed.
The shipping times practiced by our transport partners:
Shipping by Colissimo: minimum of 72 hours and Maximum 15 working days.
Shipping by Mondial Relay: minimum of 72 hours and maximum of 15 working days.
International shipping: 9 business days.
It is specified that orders registered on the Site on Friday afternoon, Saturday or Sunday will be processed the following Monday. Orders placed on the Site on a holiday other than Friday, Saturday and Sunday will also be processed on the next business day. In case of not receiving the item within the advertised delivery period, the Customer must contact the Customer Service by email. - Send an email to the following address: firstname.lastname@example.org
5.1 Delivery methods: Packages are delivered according to the option:
Home delivery by the post office:
Send directly to the mailbox if the dimensions of the package allow it, if its size does not allow it, a notice is left in the mailbox. The package will be stored at the post office closest to the shipping address for 10 business days.
Sending at the relay point: The package delivered by Mondial Relay is saved 14 calendar days (or 10 business days) in the chosen relay. The Client will be notified by email from the arrival of their package in transmission.
International shipping: in person and with signature. In case of absence or impossibility of sending your package, your postman sends you a notice in which you mention the date and address of the post office where you can pick up your package.
Shipping areas in the following countries: Metropolitan France - Germany - Belgium - Spain - Italy - Luxembourg - Portugal - United Kingdom - Netherlands - Ireland. Shipping in the DOM is not available.
5.2 Shipping rates:
Shipping is free in metropolitan France for orders over € 100.
For the other packages, the invoiced prices are the following:
colissimo france: 6.60 euros.
colissimo Zone 1: Germany, Belgium, Luxembourg, The Netherlands: 9.5 euros.
colisssimo Zone 2: Austria, Spain (excluding specific territories), Portugal (excluding specific territories), United Kingdom, Ireland, Italy: 11 euros.
Mondial Relay: France / Belgium / Luxembourg 4.60 euros. 5 working days
5.3 Order tracking
The detail and tracking of the shipment of each order are available at any time on the Site, in "My Account" after the Client has identified himself with his email and password.
5.4 Receipt of the order
Upon receiving the order, the Client will verify the fulfillment of the Products received in the execution of his order. The Client must directly express his reservations in writing to the Sweet Mellow consumer service by email to the following address: email@example.com, within 15 calendar days after receipt of the Products. Except for legitimate reasons, any claim made after the 15 calendar day deadline will be considered inadmissible and the responsibility of Sweet Mellow can not be compromised.
TREATMENT OF ARTICLES THAT WERE NOT DELIVERED BY OUR TRANSPORTATION PROVIDER:
These are packages that have not been delivered to the final recipient for the following reasons: Does not live in the indicated address, unclaimed, rejected, damaged transport.
Returns due to Do not live at the indicated address (NHDI): packages returned by the shipping service provider under the heading: Does not live at the address indicated. After the reception and acceptance of your package by our services, Sweet Mellow will contact the Customer to return your order (shipping at the Customer's expense) if the product is still available or refund the order as desired by the customer. Sweet Mellow reserves the right to reimburse the order and not return it if more than one does not live at the indicated address.
Returns due to "NO RECOVERY": these are items that have not been claimed by the customer at the post office within the time limits. After receipt and acceptance of your package by our services, Sweet Mellow will contact the customer to return your order (shipping by the Customer) if the product is still available or refund the order according to the customer's desire Sweet Mellow reserves the right to reimburse the order and not return it if several "NO CLAIMS" are identified. Returns due to "REJECT": rejected your package at the time of delivery. After our services receive and accept your package, a voucher will be credited to your account within 72 hours after receiving your package. You can request the cancellation of your purchase order and your refund.
In case of return of a package after the causes "NHDI", "NON RECLAME" or "REFUSE", Sweet Mellow does not guarantee the reservation of the requested items and it may be necessary to make the refund of the order if the products are only available.
RETURN / EXCHANGE
The Customer has a right of withdrawal, which may be exercised without reason, within a period of FIFTEEN (15) days from the date of receipt of the order to be exercised with the return of new products. All products returned by the Customer, whether under the right of withdrawal or the money back guarantee, must not have been used, damaged, dirty or washed by the Customer. They must be returned complete, with their plastic or fabric bags and their label in an appropriate package and accompanied by the return receipt (to be completed online and printed entering the customer's account, with the title "My orders").
For international shipments (outside France) the cost of shipping products by return will be borne by the customer. The return can be made through the carrier of your choice. However, it is recommended that you return the products by certified mail or postage and, if necessary, subscribe an insurance with the carrier of the market value of the products to protect it against any loss or damage of the same. SWEET MELLOW will not be responsible for any problem with the package sent. The returned product must be in its original state and must allow SWEET MELLOW to sell it. Please note that we do not accept packages sent to collect.
To exercise your right of withdrawal, the Customer must follow the rules and the return steps mentioned below:
1. Access your order history (My account> History and details of my orders) and select the corresponding order.
2. In the list of products, mark the products you want to return.
3. In the "RETURN OF MERCHANDISE" section, indicate in the available field the reason for your return. Then click on "Validate your return request".
4. Once the return has been validated, you will receive a validation email.
5. Access your return history (My account> Product returns); Print the return ticket and send the package to the address indicated.
In case of abnormal or abusive returns, Sweet Mellow may refuse to validate a subsequent order. With respect to refunds for reimbursement, Sweet Mellow will reimburse the Client for the amounts already paid, minus shipping costs. Sweet Mellow will make the reimbursements of the products within a maximum period of 30 days from the reception of said products. The refund will be made with the same payment method chosen by the customer at the time of your order.