Shipping & Returns
Where do we deliver?
We are able to deliver to the address that you have chosen, in Portugal or abroad.
For deliveries outside the European Union, taxes and customs fees will be charged to the delivery address and will be requested at the time of the delivery.
The bill will be sent with the parcel unless the delivery and invoice addresses are different.
If you have chosen to be contacted prior to delivery, the courier company will call you within 3 to 5 days to arrange for a delivery date and time.
All deliveries of big/bulky items are automatically kerbside deliveries. Should you wish to be delivered to your flat or into you house, this is possible on request with extra delivery charges. In order to get a quote for this type of delivery, please contact us by mail at email@example.com.
For very heavy items, and to ensure optimal conditions of transport, your items may arrive shrink-wrapped on a pallet. Our service doesn’t include the removal of packaging (including the pallet itself), assembly or setup of your item(s).
Under Regulation 10 of the Distance Selling Regulations, the Customer has the legal right to cancel his Order within fourteen (14) working days, starting on the day after the day on which the goods are received. Please note full inspection and processing of returns can take 2-3 weeks.
To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. If it is a standard product, it must also be in the original packaging. Return is only accepted on standard items. Custom pieces are not subject to return or refund unless defective.
To initiate a return or exchange, you must first contact a Customer Representative at firstname.lastname@example.org with a detailed description of what you want to return or exchange plus your order number and we will get back to you with confirmation within 1-2 business day(s). For exchanges, please specify the new piece /color / dimension you wish to receive.
ROMAIN JEANTET reserves the right to assess merchandise and determine whether damage is a result of defective production or normal wear-and-tear. Discoloration, tears, and/or other material deterioration that occur with use will not be regarded defective. We do not replace products that have previously been replaced. Please note that availability of the replacement item is not guaranteed.
To complete your return or exchange, please ask us for a Return or Exchange Form at email@example.com. Once sent by us: Print, fill and include both the completed form, and your receipt of purchase, in your return package.
To avoid any excess charges by returning the product(s) to our French warehouse, we can organize a courier service to pick up the goods. The courier service will call you to arrange a good time to pick up the un-wanted product(s).
The fixed prices for returning un-wanted products are as follows:
8.50€ for small/light parcels (<3kg). Pre-paid returns label to be taken to your nearest post office.
22.00€ for small/light parcels (<10kg) pick up service
60.00€ for small parcels (10-20kg) pick up service
120.00€ for big products to be returned on palette. Pick up service
You are also able to organise the return yourself, at your expense.
If you are shipping a return or exchange to us using your own mail carrier (at your cost), we suggest you insure the package via Mail or UPS and purchase tracking services for your protection. Please provide our Customer Service team with your tracking information (the easiest way is to follow up with firstname.lastname@example.org on the same email thread where you initiated the request)
Save the shipping receipt for your records.
Once your return has been processed, you will automatically receive a notification.
We only accept returns or exchanges purchased from email@example.com and not through any of our retail stores or distribuitors.