DELIVERY TIMES
The delivery time is approximately 3 to 7 days depending on the delivery destination. The indicated time frames are for information purposes and correspon to average processing and delivery times.
In any case, the maximum delivery time is 30 working days from the order date unless otherwise specified at the time of the order.
Carte Kencre cannot be held responsible for any consequences due to a delay in delivery that is not within its control.
PRODUCT COLLECTION IN CASE OF ABSENCE
In case of absence during delivery, the carrier will leave a delivery notice at the specified delivery address. The order must then be collected or retrieved at the address and according to the instructions provided by the carrier. In the event of failure to collect within the time frame set by the carrier, the order will be returned to Carte Kencre. The order will then be refunded, except for the shipping costs, which remain the responsibility of the customer.
PACKAGE DAMAGE DURING DELIVERY
If, during delivery, the external appearance of the package is not free of damage, the recipient shall open the package in the presence of the carrier to check the condition of the products. In case of damage resulting from transportation, the recipient must refuse the damaged products and indicate "refusal for damage" on the return form. In case of apparent defects in the package, the recipient must make all justifiable reservations and claims; if necessary, the recipient must refuse the package.
For any complaint regarding an apparent defect or damage during product delivery, please contact our customer service as soon as possible.
RIGHT OF WITHDRAWAL
Carte Kencre believes that any customer who is not satisfied with the ordered products should be able to exercise their right of withdrawal without penalties, under the best conditions. In accordance with articles L.221-18 and following of the Consumer Code, the legal withdrawal period is 14 clear days from the date of product delivery. The refund will be made a few days after the receipt of the product by the Returns department, using the payment method used for the Order and no later than within 30 days from the receipt of the exercise of the right of withdrawal. Only returns or exchanges of products in their original packaging, complete (accessories, instructions...), and in perfect resale condition (unsoiled, undamaged, unworn) will be accepted. Return costs remain the responsibility of the customer, except in cases of non-compliance or proven hidden defects in the product. In the event of partial use of the right of withdrawal for only part of the order, only the price charged for the returned products will be refunded. In the case of partial withdrawal of the order, the customer who benefited from free delivery during the initial order, due to exceeding a certain order amount, may be charged the delivery costs corresponding to their effective order if it falls below the free delivery threshold. As an exception, the right of withdrawal cannot be exercised for contracts listed in article L.221-28 of the Consumer Code, including contracts for the supply of goods made to the consumer's specifications or clearly personalized or which, by their nature, cannot be returned or are likely to deteriorate or expire rapidly.
RETURN PROCEDURE
Please contact our Customer Service through the "Contact Us" section of our website. Products must be returned to Carte Kencre at the following address: 21 rue du Molinel, 59000 Lille, France. Products must be returned in their original packaging, properly protected, and in perfect resale condition. Any returned product that is incomplete, damaged, washed, damaged, deteriorated, or soiled, even partially, will not be refunded or exchanged. We recommend keeping proof of return to facilitate procedures in case of problems during transport. We also suggest returning the product via Colissimo or another carrier for an oversized package, with a recommendation or additional insurance for the market value of the products, ensuring, if necessary, compensation for the products up to their actual market value in case of spoliation or loss of merchandise. In any case, the return is at the customer's risk. It is your responsibility to keep any proof of return. Unless there are defects or hidden defects in the product, return costs are the responsibility of the customer.