Ethics and Quality Charter
Fair trade
All our products are made in independent companies that are not subject to international laws on modern slavery. Our products come from fair trade or from our factories and workshops, where a respectful working atmosphere prevails and where every employee is treated as a human being with a decent wage.
Satisfied or refunded
Our company accepts any product returned in its original packaging within fifteen (15) working days of receipt. This provision does not apply to used, damaged or personalised items. Personalised items mean embroidery carried out on request. If you have already paid for all or part of the item, a refund or exchange, according to your choice, will be made.
Point 1
If a refund is requested when the item is returned to the company, it will be made within a maximum of 15 days after this receipt.
Point 2
Except where an exchange of the item is requested, you will receive a refund of your purchase.
Point 3
If we offer a substitute item, its characteristics and price will be at least equivalent to those of the item ordered. If you do not wish to accept it, you may obtain, upon simple request, a refund of the initial item, including any return costs where applicable.
Point 4
When you return one or more paid items and request a refund, the following terms apply: if the item or items are returned on your initiative, we refund the item or items at the purchase price, but the initial shipping and return costs remain at your expense. If the item or items are returned due to a quality defect or shipping error for which our company is responsible, we refund the item or items at the purchase price and cover the initial shipping and return costs. Deadlines and availability
Point 5
We ship your order no later than 48 hours after it has been registered. Remember to add the delivery time of the parcel by La Poste or the carrier.
Point 6
Stock is permanently updated on our website and informs you of temporary shortages. In the exceptional case where a product is out of stock after your order, we will inform you by e-mail.
Point 7
When one or more ordered items are unavailable, we inform you very quickly, specifying the estimated time within which they can be shipped to you. For items requiring personalisation, the maximum shipping time is 4 weeks. For specific orders based on a quotation, as precise a time as possible is
indicated in the offer, depending on the type of product or product family.
Point 8
As soon as it appears that the initially announced deadline cannot be met, a new offer is sent to you including a new deadline with a proposal for cancellation and/or replacement, and a refund where applicable. This proposal is made before the expiry of the initial deadline.
Point 9
Our company undertakes to offer you a fair balance between the price of each item and its quality, technical characteristics, material composition or precious components.
Point 10
All information relating to the products and our offers, as well as the terms of your purchase, is permanently available on our site. This information is clearly reproduced on the invoice that accompanies your delivery.
Point 11
This Quality Charter and our General Terms and Conditions of Sale (GTC) can be downloaded from our site. Download: · The Quality Charter · General Terms and Conditions of Sale. To read and download the General Terms and Conditions of Sale (GTC), you will find a link at the bottom of the main pages of the site.
Point 12
All our contact details are located in the “Contact us” chapter of our General Terms and Conditions of Sale (GTC). To read the General Terms and Conditions of Sale (GTC), you will find a link at the bottom of the main pages of the site.
Point 13
If electronic communication does not fully satisfy you, you may choose another way to contact us. On the “other ways to order” page, you will find all the elements and instructions for this purpose. You should then allow an additional processing time of a few days for your order. You will find an “other ways to order” link at the bottom of the main pages of the site. If payment by bank card is not currently possible, there are various other ways to pay us, as indicated in the “order” section. You will find a link at the bottom of the main pages of the site.
Implementation of the after-sales service (SAV) guarantee
Point 14
All our items are guaranteed.
Point 15
The duration of this guarantee is 15 working days, unless otherwise specified in the presentation of a particular item, indicating that this guarantee is longer. This guarantee covers manufacturing defects or technical defects. It excludes damage and improper use of a product, for example washing. Items concerned by a warranty claim must be returned to us with a precise explanation of the reason for return. Returned items are examined to determine the origin of the damage. After examination by our technical department, we will inform you whether this claim is admissible, that is to say whether the defect found is the responsibility of our company. In this case, we either repair the item, exchange it for an identical new product, propose an exchange with a product at least equivalent to the one purchased, or refund the amount paid plus any return costs.
Settlement of disputes
Point 16
Our customer service is at your disposal to find the best solution for the prompt settlement of any disputes that may arise between us.
Point 17
This customer service can be reached during working hours by messaging or by fax-telephone at 01.46.54.07.03. We undertake to answer all your questions within a maximum of 24 hours.
Point 18
Whatever your request for information, our customer service will provide you with an answer within a maximum of 24 hours.
Point 19
Each response given will be personally signed by the person who handled your request or followed up the settlement of any dispute.
Point 20
We undertake to reply within 24 working hours to inform you of the progress of your request and to set a new response time if necessary. In the event of a dispute, we undertake to make one or more fair settlement proposals before the end of this new deadline.
Point 21
Complaints are processed within 10 days of receipt. If no satisfactory solution is found within this period, an acknowledgement of receipt is sent to you with an indication of the time required to process your complaint. Commitment to data protection Our company complies with the Code of Ethics for Direct Marketing Professionals regarding the Protection of Personal Data.
Point 22
The collection of data from public or published sources is carried out in accordance with the regulations in force and with the operating licences for such data, and the persons concerned are informed when this data is first used.
Point 23
If you receive sales offers or newsletters following your registration, whether by your own action or by a third party without your knowledge, you have the option to unsubscribe.
Simply reply to one of our messages by typing “UNSUBSCRIBE” in the subject line, following the instructions accompanying each of our mailings. Please note: your unsubscription is total and applies both to our commercial messages, such as promotional offers, and to our information messages, such as references to new products.
Point 24
Our company undertakes to use only external databases or files that comply with regulatory provisions and are duly declared to the Commission Nationale Informatique et Liberté (CNIL).
Point 25
Our company requests disclosure of the prospecting documents that will be used by the third-party partner proposing to use our addresses for a mailing operation, prior to any transfer of data.
Point 26
We will only agree to transfer data if we consider that the documents to be used do not hinder compliance with the Code of Ethics for Direct Marketing Professionals regarding the Protection of Personal Data, do not harm our image or, more generally, the image of the profession.
Point 27
Responsibility for data protection issues is assigned by name to the manager of our company.
Point 28
Our company undertakes to use only external files from which the opposition list known as “Liste Robinson - Stop Publicité” has first been removed.
Point 29
Our company undertakes to implement the necessary means to take into account the wish of persons not to be canvassed, whether they have made this request directly to our company or indirectly via the “Liste Robinson - Stop Publicité”.
Point 30
Any transfers of data to third parties will be the subject of a written contract mentioning the purpose and conditions of use. Other specific commitments
Point 31
Counterfeiting Our company constantly ensures, both with its suppliers and internally, that all products offered comply with the legal provisions on counterfeiting.
Point 32
Social clause Our company asks its suppliers to offer only products manufactured by a workforce working in conditions compliant with the labour laws of the countries concerned.
Point 33
Our company does not work with suppliers exploiting child labour. Point 34 Our company asks its suppliers to offer only products that comply with the standards and regulations in force regarding hygiene and safety.