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Order validation and modification

It is not possible to modify an order once it has been placed, except in the following specific cases: - express request by email to contact@charlottebio.fr within 15 minutes of order confirmation. The request must be clear and explicit to be processed upon receipt of the email, during business days/hours. (modification of logistics information, delivery method if the order conditions allow, modification of a product of the same value, change of postal address, removal and refund of a product, cancellation of an order) . Adding a product is not possible.

Requests can only be processed during business hours: Monday to Friday, from 9:00 AM to 5:00 PM. As order modifications or cancellations require human intervention, CBB reserves the right to be unavailable at the time of the user's request and therefore unable to fulfill it. The user will be notified by email.

If the order status is "being prepared" or "prepared," it can no longer be modified. In this case, if the customer wishes to modify or cancel their order, they have two options:

• Refuse the order upon delivery (if hand-delivered) or do not collect it from the collection point (if delivered to a collection point).

• Return the order (at your expense) to our logistics platform.

As soon as the order is returned to us and after checking the products, we will proceed with the refund.

Secure payment

For your online purchases, Charlotte Bio offers several fully secure payment options thanks to an encryption system that never puts the website in contact with your personal data:

  • PayPal
  • Your Bank Card
  • Apple Pay
  • Alma (payment in 2 or 3 installments with no fees) (payment in 2 installments available from €50, in 3 installments available from €80)

Packaging

We strive daily to reduce our delivery times and the amount of plastic in your orders. However, customer service and your satisfaction are our top priorities, and we know that sometimes carriers aren't always careful with your packages. Therefore, we try to find alternative ways to secure products during shipping and protect them from breaking or damage.

All components used for shipping your packages are either cardboard, recycled kraft paper or recycled PE .

Delivery

    The 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 working 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 time of 2 to 8 working days (excluding weekends and public holidays) from receipt of the order form, depending on the delivery method chosen and at most within 30 days from receipt of the order.

    Once the order is prepared and ready to be shipped, 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 .

    Prices and delivery times in Metropolitan France:

    • Colissimo without signature : €5.95 . Ideal for small parcels, delivered to your mailbox, delivery within 48 to 72 business hours.
    • Colissimo with signature : €6.95 . Ideal for small parcels, hand delivery against signature, delivery within 48 to 72 hours.
    • Chronopost Collection Point: €3.95 . Delivery to a Chronopost Shop 2 Shop collection point (please note, the collection point is chosen after payment), delivery within 48 to 72 working hours .
    • Chronopost : € 10.95 . Delivery against signature in person. 24-hour delivery .
      Next-day delivery if ordered before 12pm, otherwise delivery in 2 business days (always in working days).

    📬 All deadlines are understood to be in working days and therefore do not take into account weekends and public holidays.

    Shipping rates and delivery times for French overseas departments and territories and international destinations:

    Delivery to French overseas territories (except Réunion) and Europe is finally available! Here are the current rates.

    ☀️ French Overseas Departments and Territories* > Guadeloupe, Martinique, Saint-Barthélemy, Saint-Martin, Saint-Pierre-et-Miquelon, French Guiana, New Caledonia, French Polynesia

    *VAT exemption pursuant to Article 294 of the General Tax Code

    📬 Colissimo with Signature (Hand delivery to your home or to a collection point if you are absent; delivery time 8-10 business days from dispatch) > €16.95

    🎁 Free Colissimo delivery with signature (hand-delivered): for orders over €150 , excluding shipping costs

    🇧🇪 Belgium

    📦 Chronopost Shop2shop - delivery to a pickup point (choose your pickup point after payment) - delivery time 3-4 business days from dispatch > €5.95

    🎁 Free delivery to a Shop2shop collection point: from €60

    📬 Colissimo with Signature - hand delivery to your home (or to a collection point if you are absent) - delivery time 5/6 working days from dispatch > €7.95

    🎁 Free delivery via Colissimo with signature (hand-delivered): from €120

    Spain 🇪🇸 /Italy 🇮🇹 /Austria 🇦🇹 /Ireland 🇮🇪 /Portugal 🇵🇹

    📦 Chronopost Shop2shop - delivery to a pickup point (choose your pickup point after payment) - delivery time 3-4 business days from dispatch > €6.95

    🎁 Free delivery to a Shop2shop collection point: from €60

    📬 Colissimo with Signature - hand delivery to your home (or to a collection point if you are absent) - delivery time 5/6 working days from dispatch > €9.95

    🎁 Free delivery via Colissimo with signature (hand-delivered) on orders over €120

    Netherlands 🇳🇱 / Germany 🇩🇪 / Luxembourg 🇱🇺

    📦 Chronopost Shop2shop - delivery to a pickup point (choose your pickup point after payment) - delivery time 3-4 business days from dispatch > €6.95

    🎁 Free delivery to a Shop2shop collection point: from €60

    📬 Colissimo with Signature - hand delivery to your home (or to a collection point if you are absent) - delivery time 5/6 working days from dispatch > €7.95

    🎁 Free delivery via Colissimo with signature (hand-delivered): from €120

    Please note that delivery times are estimates only. Once orders leave our warehouse, we, like you, are dependent on the services of the carriers.

    Delivery Delay

    Carriers guarantee delivery within a maximum of 30 days. Any delivery delay (i.e., exceeding the maximum 30-day period after order confirmation), except in cases of force majeure, entitles the customer to cancel the order and receive a refund.

    In the event of a delay caused by Charlotte Bio, we undertake to inform the Customer by email that the delivery will be delayed.

    The Customer may, however, request a refund of the Price of the Product concerned by sending an email to Charlotte Bio requesting cancellation of the Order.

    Charlotte Bio will refund the Product within a maximum of fourteen (14) days of receiving the Customer's cancellation request, according to the payment method used, excluding any other compensation.

    Orders not collected from collection point

    In the event that the customer has not collected their order within the time allotted and communicated by the delivery person, the package will be reshipped at Charlotte Bio's expense, automatically, without any action required from the customer.

    Upon receipt of the order, a quality control check will be performed on the products included. Unless the products are found to be defective, the refund will be issued to the original payment method. Shipping costs (if included in the order) will not be refunded.

    Returns and right of withdrawal

    The Buyer has a period of 14 clear days from the date of receipt of the product to return, at his own expense, the ordered products for a refund.
    The products must be in their original packaging , unopened and unused .
    The refund will be made by any means of payment chosen by the Buyer after exercising their right of withdrawal, at the latest within 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

    ZAC de la Delle du Clos Neuf

    14840 DEMOUVILLE

    The Product(s) must be returned (i) complete, unused, in their original, undamaged packaging and (ii) if possible, accompanied by their original packaging and a separate sheet of paper with the original order number. Furthermore, the Seller does not accept packages sent with postage due. All risks associated with the return of the Product(s) are borne by the Buyer. Upon receipt of the Product(s) presumed to be non-compliant or affected by a hidden defect, the Seller will inspect the Product(s) to verify their conformity. Similarly, the Seller may perform a quality test on the Product(s) returned by the Buyer to verify that they are indeed the 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.