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It is not possible to modify a placed order, except in these specific cases: -
express request by email to contact@charlottebio.fr within 15 minutes of order validation, only during business hours (Monday to Friday, excluding public holidays, from 9 AM to 5 PM). The request must be clear and explicit to be processed upon receipt of the email, on business days/hours. (modification of logistical information, delivery method if order conditions allow, product modification of the same value, postal address modification, product deletion and refund, order cancellation). Adding a product, however, is not possible.
The request can only be taken into account during business hours: Monday to Friday, from 9 AM to 5 PM. Order modification or cancellation requires human intervention, so CBB reserves the right not to be available at the time of the user's request and therefore not to be able to fulfill the request. The user will then be informed by return email.
If the order is in "in preparation" or "prepared" status, it can no longer be modified. In this case, if the customer wishes to modify or cancel their order, two options are available to them:
• refuse the order upon delivery (if hand-delivered) or not pick it up at the relay point (in case of delivery to a pickup point), return shipping costs charged by the carrier may, if applicable, be re-invoiced to the end customer,
• return the order (at their expense) to our logistics platform.
As soon as the order has returned to us and after product inspection, we will proceed with its refund.
To make your online purchases, Charlotte Bio offers several types of fully secure payment through an encryption system that never puts the site in contact with your personal data:
We strive daily to reduce our lead times, and also the presence of plastic in your orders. However, customer service and your satisfaction come first, and we know that sometimes carriers are not very gentle with your kind orders. So, we try to find alternatives to brace products in shipments, and protect them so that they do not arrive broken or damaged.
All components used for shipping your packages are either cardboard, recycled kraft, or recycled PE.
Products will be delivered to the address indicated by the Buyer on the order form, according to the delivery method chosen from the methods described below.
It takes 24 to 48 business hours (excluding weekends and public holidays) from the time your order is placed for it to be prepared in our logistics warehouse.
Delivery will take place within an average of 2 to 8 business days (excluding weekends and public holidays) from receipt of the order form, depending on the chosen delivery method and a maximum of 30 days from receipt of the order.
Once the order is prepared and ready for shipment, the delivery time depends on the delivery method you choose.
As soon as your order exceeds €39, you can benefit from free delivery via Chronopost Shop2Shop Pickup Point in Metropolitan France.
As soon as your order exceeds €59, you can benefit from free delivery via Colissimo Without Signature in Metropolitan France.
📬 All deadlines are in business days and therefore do not include weekends and public holidays.
Delivery to French Overseas Territories (except Reunion) and Europe is finally available! Here are the current rates.
☀️ French Overseas Territories* > Guadeloupe, Martinique, Saint-Barthélémy, Saint-Martin, Saint-Pierre-et-Miquelon, French Guiana, New Caledonia, French Polynesia
*VAT exemption under Article 294 of the General Tax Code
📬 Colissimo With Signature (hand-delivered to your home or a relay point if absent, delivery time 8/10 business days from dispatch) > €16.95
🎁 Free Colissimo delivery with signature (hand-delivered): from €150 of order, excluding shipping costs
📦 Chronopost Shop2shop - delivery to a relay point (choice of relay point after payment) - delivery time 3/4 business days from dispatch > €5.95
🎁 Free delivery to a Shop2shop Pickup Point: from €60
📬 Colissimo With Signature - hand-delivered to your home (or a relay point if absent) - delivery time 5/6 business days from dispatch > €7.95
🎁 Free Colissimo delivery with signature (hand-delivered): from €120
📦 Chronopost Shop2shop - delivery to a relay point (choice of relay point after payment) - delivery time 3/4 business days from dispatch > €6.95
🎁 Free delivery to a Shop2shop Pickup Point: from €60
📬 Colissimo With Signature - hand-delivered to your home (or a relay point if absent) - delivery time 5/6 business days from dispatch > €7.95
🎁 Free Colissimo delivery with signature (hand-delivered): from €120
Please note that deadlines are provided for informational purposes only. Once orders have left our warehouse, we are, like you, dependent on the services of the carriers.
Carriers guarantee delivery within a maximum of 30 days. Any delivery delay (i.e., exceeding the maximum period of 30 days after order confirmation), except in cases of force majeure, entitles the Customer to cancel the Order and receive a refund of the Price.
In case of delay caused by Charlotte Bio, we commit to informing the Customer by email that delivery will be delayed.
The Customer may, however, request a refund of the Price of the Product(s) concerned by sending an email to Charlotte Bio requesting cancellation of the Order.
The refund of the Product by Charlotte Bio will be made within a maximum of fourteen (14) days following receipt of the Customer's cancellation request, according to the payment method used, to the exclusion of any other compensation.
In the event that the customer has not collected their order within the time limit indicated and communicated by the delivery person, the package will be automatically re-shipped at Charlotte Bio's expense, without any action from the customer.
Upon receipt of the order, a quality check will be performed on the products it contains, and unless the products are in a problematic condition, a refund for the products will be made using the payment method used for the order. Shipping costs (if paid in the order) will not be refunded.
The Buyer has a period of 14 clear days from the date of receipt of the product, to return the ordered products, at their own expense, for a refund.
Products must be in their original packaging, unopened and unused.
The refund will be made by any payment method chosen by the Buyer after exercising their right of withdrawal, no later than 14 days following the date on which the right is exercised (upon receipt of the returned order or proof of shipment of the returned product).
Return address:
SUPPLYWEB – Charlotte Bio Returns
Z.A.C de la delle du clos neuf
14840 DEMOUVILLE
The Product(s) must be (i) returned complete, unused, in their original intact packaging and (ii) as far as possible accompanied by their original packaging as well as a blank paper with the initial order number. Furthermore, the Seller does not accept packages sent with postage due. Any risk related to the return of the Product(s) is borne by the Buyer. Upon receipt of the Product(s) presumed non-compliant or affected by a hidden defect, the Seller will inspect the Product(s) to verify the compliance or non-compliance of said Products. Similarly, the Seller may carry out a quality test on the Product(s) returned by the Buyer to verify that the returned Product(s) are indeed original Product(s). It is understood that these checks are carried out as soon as possible and within a maximum period of one (1) month.
