Shipping and returns

The products will be delivered to the address indicated on your order form.
No order can be sent without its payment received in accounting.
Orders are prepared as soon as possible from Monday to Friday and are shipped by the carrier chosen at the time of ordering except in cases of force majeure.
Delivery times are approximately 48 hours for metropolitan France. These times may vary according to product availability.
For the French overseas departments and territories and countries that apply them, customs duties are added to the transport costs, which are not chargeable to Altearah and therefore payable by the customer.
Parcel tracking allows us to track your order.  If it does not reach you within 5 days and without news from us thank you to contact us at 04 66 04 07 07 or by email: info@altearah.com. 

Return fees :

If a package is not picked up or delivered due to the non-presence of the recipient client or failure to respect the deadlines (9 working days at the relay point), Altearah cannot be held responsible for this state of affairs.
The merchandise may be returned subject to prior payment of the appropriate delivery charges, regardless of the conditions of the initial order. The free shipping will not be applied to a second shipment.
In case of refusal, the order will be cancelled and refunded, less a fixed fee of €6.50 including VAT per package sent to metropolitan France. For other destinations, the fixed price will be calculated according to the country of destination.

Available delivery methods

Anxious to answer as well as possible to the whole of its customers, we propose various means of delivery:

The company DPD (France and Europe):
- home delivery by appointment and against signature
- delivery at a relay point
- delivery to the workplace

Colissimo La Poste (France only) *:
- Home delivery without signature

The International Post Office *:
- Delivery outside metropolitan France and areas not served by the above-mentioned carriers.

* NB: Due to health measures related to COVID19 , international flights of the La Poste group are less frequent. Certain international destinations and French overseas departments and territories are therefore impacted, resulting in longer delivery times.

Samples offered

While stocks last, Altearah adds free samples to each internet order to discover other products in its range.
Samples are added as follows:

  • 1 purchased product = 1 free sample
  • 2 products purchased = 2 samples offered
  • 3 products purchased and more = 3 samples offered

Delivery abroad (outside Metropolitan France)

Shipping costs are automatically calculated according to your country of delivery.
The deadlines vary depending on the country and possible customs formalities.
International delivery is free for orders over 150€. 

Shipping your order

Your order is shipped the same day if it is placed before 10:30 am from Monday to Friday.
After that time, it will be shipped the next day.
We do not ship packages on Saturdays, Sundays and public holidays. 

Amount of shipping costs:

As soon as your basket reaches 70 € ttc, then shipping costs are free in France. Delivery outside France is free from 150€ ttc of purchase.
For your orders whose basket is between 0 and 149 € ttc, the fixed contribution to the shipping costs depends on your choice of delivery (home, office, relay point ...).
In certain occasions, the shipping costs are offered whatever the amount of your order. 

Returns and dammage on delivery

We make every effort to give you complete satisfaction, however if you encounter a problem with our products, please contact us at +33 (0)4 66 04 07 07 or by email: info@altearah.com.

In case of damage :

no reserve can be taken at the time of delivery.
The addressee will address his complaint to Altearah :
Directly by email or by any electronic means, or by phone at 04 66 04 07 07.
Within 24 hours after reception before 12:00 noon maximum 

Evidence to be provided :

  • Photos of the goods,
  • Pictures of the damage,
  • Pictures of the packaging,
  • Photos of the transport label

Failing this, the goods shall be deemed to have been delivered in good condition.

Withdrawal

In accordance with the law relating to distance purchasing (Direction de l'information légale et administrative, Direction générale de la concurrence, de la consommation et de la répression des fraudes (DGCCRF)) verified on 1 January 2020, you have 14 days to change your mind.
Please take note of the relevant reference texts: https://www.service-public.fr/particuliers/vosdroits/F10485