Shipping

This Shipping Policy sets out the terms for preparing, dispatching, delivering, and tracking orders placed on Nordelvia. It supplements the provisions of the Terms and Conditions of Sale relating to delivery.

1. Order preparation

After your order is validated and payment is confirmed, your order is prepared and packed in our warehouse or by our logistics provider (depending on the product). Order preparation generally takes 24 to 72 business hours (excluding weekends and public holidays), subject to availability. During peak periods (promotions, holidays), these timeframes may be slightly extended.

We do everything we can to ship your products as quickly as possible. Once the order has been shipped, you will receive a confirmation email with the tracking number(s) associated with the parcel(s).

2. Delivery areas

We deliver to the areas shown when you select a delivery option at checkout. Currently, Nordelvia offers the following delivery methods:

  • standard tracked delivery (parcel delivered to your mailbox or with signature). Usual timeframe: 6 to 9 business days. Cost: free
  • Any applicable import taxes and duties are the customer’s responsibility.

These timeframes are indicative. Any delay due to an event beyond our control (carrier strikes, logistics congestion, customs hold, weather conditions, pandemic, conflicts, etc.) cannot engage our liability. In the event of an unusual delay (more than twice the stated timeframe), please contact our customer service.

3. Shipping fees

Shipping fees are calculated automatically when you build your cart, based on the selected method and the delivery address. The final breakdown of fees appears on the payment page. Express or urgent options may be offered depending on the region, at an additional cost (these are refundable only in the event of order cancellation or a return under the applicable conditions). For any eligible order (minimum threshold), we offer standard delivery.

Shipping fees include packaging, transport, and, where applicable, parcel insurance costs. They are non-refundable in the event of customer withdrawal, unless otherwise required by law (Article L.221-23 of the French Consumer Code). Only the cost of the initial standard delivery (if it was offered) will be refunded where applicable.

4. Order tracking

As soon as your order is shipped, you will be sent an email containing your parcel tracking number. You can track its progress on the relevant carrier’s website. This tracking is shared with us in real time, allowing us to verify proper pickup and successful delivery. If there is a tracking issue (carrier website outage, scan errors), please contact us; we will investigate.

Tracking information is considered proof of successful delivery as soon as it shows “Delivered” (or signature received). However, we invite you to verify correct delivery with the local carrier or the pickup point if indicated.

5. Delivery address

It is the customer’s responsibility to provide a complete and correct delivery address. In the event of an error or omission (apartment number not provided), an inaccurate address, or conditions preventing delivery (gated residential complex, inaccessible mailbox), we cannot be held responsible for delays or non-delivery. If the parcel must be reshipped to the correct address, reshipping fees will be charged to the customer.

6. Receiving the parcel

When receiving the parcel, the customer must:

  • Check the external condition of the parcel (box intact, no major visible impact, seal unbroken) before signing the delivery note.
  • Make reservations with the carrier in the event of any anomaly (crushed, opened, suspicious parcel). These reservations must be noted on the carrier’s delivery slip or in their delivery app.
  • Contact us immediately if an anomaly has been reported (by email or phone), providing photos of the parcel and a description.

Without a prior inspection report, in general, any return or claim relating to delivery must be made within 24 hours after the estimated delivery.

7. Parcel refused, unclaimed, or returned

If a parcel is refused by the recipient without a valid reason, unclaimed at a pickup point, or returned due to an incorrect address, the order will be considered fulfilled. Initial shipping fees will not be refunded. If you want reshipment, the costs will be at your expense. Alternatively, you may request a refund of the product price excluding any fees already incurred (see Terms and Conditions of Sale).

8. Delivery issues

In the event of a lost parcel (neither delivered nor available at a pickup point) or theft, the customer must notify us immediately. We will then open an investigation with the carrier. If the parcel is definitively lost, we may consider either reshipping at our expense (subject to stock availability) or refunding the amount paid for the relevant item(s). If in doubt, we reserve the right to ask the customer to provide any useful information (proof of payment, tracking details, photos of the empty packaging, etc.) to process the claim.

9. Changes

This Shipping Policy may be amended at any time, in particular to adapt to new delivery areas or carrier rates. The applicable version is the one in force at the time of the order.