Shipping policy

Products purchased on the www.beorlov.com or www.orlovparis.com or byorlov.com website may be delivered worldwilde to a mailing address. 

Deliveries are subject to Colissimo costs, depending on the carrier elected. Before final confirmation of your order, the amount of shipment costs is clearly stated.

The products are shipped to the delivery address indicated by you when ordering.

In the event of more than 7 days' delay, you have the option of cancelling your order, pursuant to the statutory provisions. In this case, if you received the product after having cancelled, we shall refund you for the product and the costs of return shipment, to be effected within fourteen (14) days of our receiving that shipment, complete and in its original condition.

For security and safety reasons among others, AG THOMAS MÉAULLE will process no order for which a general delivery, post-office box, university residence or CEDEX address is supplied.

AG THOMAS MÉAULLE reserves the option of splitting deliveries. The charge to your credit or debit card will be similarly split to correspond to the prices of the products actually delivered. Shipment costs will be invoiced only for a single shipment and in accordance with the indications in your order summary.

7 - Problems with delivery

Any failure to deliver or delay in delivering beyond seven (7) days must be reported to our Customer Service Department without delay.

You must check the goods for conformity at the time of delivery and indicate – if possible on the delivery note – in the form of handwritten reservations over your signature any anomalies observed (package open, damaged product, etc.). You should then, within three (3) days from delivery (or ten (10) days from delivery if the carrier cannot provide evidence of having enabled the consumer to check the condition of the products), contact the Customer Service Department by e-mail at: contact@orlovparis.fr

8 - Cancellation, returns, exchanges, refunds

8.1 Cancellation

Once it is complete, your order is forwarded to AG THOMAS MÉAULLE for processing. You may modify or cancel the order by contacting the Customer Service Department by e-mail at contact@orlovparis.fr

8.2 Right of withdrawal (Returns, Exchanges, Refunds)

As required by applicable statutory provisions, you have 14 (fourteen) days from receipt of your products in which to exercise your right of withdrawal without having to state reasons, and without penalty. In the event of staggered partly deliveries, the right of withdrawal runs from the last delivery. A standard withdrawal form is set out hereafter. A customer may use the withdrawal form below, or exercise that right using any other medium provided it is exercised unambiguously and unequivocally.

Consumer withdrawal form pursuant to new Article R.121-1 and the Annex to the French Consumer Code

Please complete and return this form only if you wish to withdraw from your Order made on the ORLOVPARIS Website – unless exclusions or limits apply to the exercise of the right of withdrawal in accordance with the applicable General Terms of Sale – and return the form directly to contact@orlovparis.fr

 

I hereby notify to you my withdrawal from the contract relating to the sale of the goods (*) below:

Ordered on ......................................... / Received/withdrawn on ......................................... (*)

Order number: ..................................................................................

Name(s) of consumer(s): ..................................................................................

Address(es) of consumer(s): ..................................................................................

Signature(s) of consumer(s) (only in the event of notification of this form in paper version):

Date: .........................................

(*) Cross out the items that do not apply.

In the event of the right of withdrawal being exercised within the above-mentioned time limit, the price of the goods purchased and the shipment costs shall be refunded in full; costs of returning the goods remain payable by you. Returned products must be in their original condition and complete (packaging, accessories, instructions, etc.) to enable them to be re-marketed new, and returns must enclose a copy of the purchase invoice to optimize processing.

Pursuant to applicable regulations, the right of withdrawal cannot be exercised for products unsealed by the customer or products with customized marking added at your request.

You may return any product ordered on the ORLOVPARIS Website for an exchange request or for refund on the terms applying to a delay of more than 7 days from the indicative delivery date or for the right of withdrawal. Refunds on returned products are made within fourteen (14) calendar days from the date when we receive the products returned by you.

For a return request, please complete and send the withdrawal form above to contact@orlovparis.fr .This will enable our Customer Service Department to contact you and give you instructions on how to proceed.

Pursuant to statutory provisions, the right of withdrawal does not apply to consumable products that have been opened and/or used, products of which foil or other seals have been opened, or to products or their packaging which are damaged, thus precluding their re-sale.

For legal reasons in connection with transport, the return of these products, which contain alcohol, is subject to a special procedure. The following conditions apply to the return of perfumes:

  • The product must not be opened, and must be returned in its original packaging (wrapped in the transparent film).

  • In the case of a product returned because it is defective or damaged during outward shipment, the customer must ensure that the bottle is still leak-tight (otherwise, please contact our Customer Service Department).

 

You may then return your parcel by carrier to the following address: ORLOV PARIS/AG THOMAS MÉAULLE, 5 rue Quentin Bauchart 75008 Paris

 

In the case of an exchange (excluding any product received as a gift):

  • if the replacement product(s) selected is/are higher in value than the amount of the product(s) returned, you must pay the difference in price in accordance with these General Terms of Sale.

  • if the replacement product(s) selected has/have a lower value than the amount of the product(s) returned, AG THOMAS MÉAULLE will refund you the difference in price in accordance with these General Terms of Sale, except for gift orders.

In the case of an exchange, the shipment costs for the first delivery shall be refunded, but the shipment costs for the second delivery shall be invoiced.

The products must be returned as indicated in the previous paragraph. AG THOMAS MÉAULLE will make the refund within fourteen (14) ordinary working days of receipt of the returned products, by crediting your credit or debit card.

We make no refund, even in part, if you have received the product as a gift.

8.3 Refund process

We receive payments over the internet and issue refunds through our partner Stripe. Stripe is an American financial services company headquartered in San Francisco, California, United States. The company allows businesses to receive payments over the Internet.

Stripe
510 Townsend Street
San Francisco, CA 94103, États-Unis

Refunds can be sent back only to the original payment method used in a charge. It’s not possible to send a refund to a different destination (e.g., another card or bank account).

Refunds to expired or canceled cards are handled by the customer’s card issuer and, in most cases, credited to the customer’s replacement card. If no replacement exists, the card issuer usually delivers the refund to the customer using an alternate method (e.g., check or bank account deposit). In rare cases, a refund back to a card may fail.

A refund can fail if the customer’s bank or card issuer has been unable to process it correctly (e.g., a closed bank account or a problem with the card). The bank returns the refunded amount to Stripe and Stripe send it back to our account balance. This process can take up to 30 days from the post date. In the rare instance that a refund fails, we will arrange an alternative way of providing the customer with a refund (wire transfer).

Tracing a refund

Once we initiate a refund, Stripe submits refund requests to our customer’s bank or card issuer. Our customer sees the refund as a credit approximately 5-10 business days later, depending upon the bank.

A customer may contact us if they don’t see the refund. A refund may not be visible to the customer for several reasons:

  • Refunds issued shortly after the original charge appear in the form of a reversal instead of a refund. In the case of a reversal, the original charge drops off the customer’s statement, and a separate credit is not issued.

  • Refunds can fail if the customer’s bank or card issuer has been unable to process it correctly. The bank returns the refunded amount to Stripe and Stripe add it back to our account balance. This process can take up to 30 days from requesting the refund.

When a customer is asking about a refund, it can be helpful for him to ask the Acquirer Reference Number (ARN) corresponding to the refund. An ARN is a unique number assigned to a card transaction as it moves through the payment flow. The customer can then take the ARN to his bank, which will be able to provide more information about when the refund will be available.

ARNs are available under the following conditions:

  • They are only supported for Visa and Mastercard transactions.

  • It takes 1-3 business days after initiating the refund to receive the ARN from downstream banking partners.

  • An ARN is not available in the case of a reversal, since the original charge is not processed.