Deliveries and returns
Delivery and Returns Terms
1- Products purchased on the store.gordon-gaia.com site are subject to delivery by carrier. The price of the delivery is calculated according to the number of articles, their weight, their volume, the type of service chosen and the Customer's place of residence. The total amount of the delivery service will be displayed in the basket at the time of the order, before validation of the payment.
2- The Customer can choose to collect their order directly from the French Riviera Showroom GORDON & GAIA – 13 avenue du Grand Cavalier – 06600 ANTIBES.
The Customer will be notified by telephone and/or e-mail of the availability of his order. An appointment will then be scheduled to collect the order. Only the bearer in the name of the order can come and collect it by presenting proof of his identity corresponding to the name recorded on the purchase invoice, as well as proof of purchase (Invoice). If one or the other is missing, the withdrawal may be refused.
3- The times indicated during the validation of the delivery (Delivery Note) are calculated in working days (Monday to Friday, excluding public holidays).
The shipment takes place within 10-12 working days after the Order Confirmation is sent, excluding annual closures of the GORDON & GAIA Company and cases of Force Majeure.
The responsibility of the company GORDON & GAIA SAS cannot be implemented if the non-execution or the delay in the execution of one of its obligations described in these general conditions of sale results from a case of force. major. As such, force majeure means any external, unforeseeable and irresistible event within the meaning of article 1148 of the Civil Code (bad weather, accident, death, pandemic, strike, etc.).
The delivery time indicated when registering the order is given for information only and is in no way guaranteed.
Consequently, any reasonable delay in the delivery of the products cannot give rise to the benefit of the buyer:
• the award of damages;
• cancellation of the order.
The risk of transport is fully borne by the buyer.
4- Good reflexes to adopt during delivery:
In the presence of the carrier:
● Control the number of packages
● The apparent condition of the packages
● The condition of the products inside the packages
● The good conformity of the products in relation to the delivery note on the one hand and the goods ordered on the other hand
● The performance of all the services to which you have subscribed during the validation of the order.
If the remittance is compliant:
● Mention on the delivery note the good condition of the packaging and the products
● Date, clearly indicate your name in capital letters and sign the delivery slip.
If the remittance is not in conformity
● Mention on the delivery note the problem encountered: Service not performed, damaged packaging, damaged product after unpacking, incomplete product, etc.
● In case of refusal of the goods, please clearly indicate the reason(s)
5- At the slightest question, the Customer can follow the progress of his order and/or contact GORDON & GAIA Customer Service via the link https://www.gordon-gaia.com/en/contact/ and specifying the order reference
6- Home delivery:
Home delivery carries out the deposit of the products ordered at the door of the Customer's home
The Customer must expressly report to GORDON & GAIA Customer Service any difficulties of access or passage that the deliverers may encounter.
The Customer undertakes to be present on the day of delivery and to check the conformity of the order upon receipt.
In the event of impossibility of delivery on the day of the appointment due to access difficulties, passages not indicated in advance or in the event of the Customer's absence, additional costs may be invoiced by GORDON & GAIA. These additional costs will be calculated based on the number of items, their weight and their volume. Customer service will inform the Customer of the amount of said additional costs before a new delivery.
In case of false information by the Customer, the additional costs related to the storage, the return of goods will be exclusively the responsibility of the Customer.
By signing the delivery note without mentioning specific reservations, the Customer certifies that the items have been delivered, and that the delivery has been made in accordance with the sender's conditions of sale. It is the Customer's responsibility to check the packages delivered and to report any defects or shortages within a reasonable time. Any lack of conformity must be reported by the Customer within the time allowed by law, in accordance with the provisions relating to the legal guarantee of conformity.
For international deliveries (outside the European community), packages may be subject to customs duties or other possible taxes. These additional costs are the responsibility of the buyer and the GORDON & GAIA Company is not required to verify and/or inform the buyer of these costs inherent in delivery.
A - Product delivered: Procedure for exercising the right of withdrawal
Pursuant to Article L 221-18 of the Consumer Code, the Customer has a period of 14 clear days to exercise his right of withdrawal. The latter can therefore during this period of 14 days return his product, at his expense, accompanied by his invoice. The period mentioned above runs from the day of receipt of the order and is valid for all products on the site. The Customer is held responsible for the risks of transport when returning the product.
Procedure for returning products:
● The Client must inform GORDON & GAIA of its wish to withdraw by registered letter with acknowledgment of receipt to the following address: GORDON & GAIA - Service Rétractation – 220 rue de Menchecourt – 80100 ABBEVILLE – France.
● Customer Service will inform the Customer of the different means of returning their item. Return and packaging costs are not covered by GORDON & GAIA. Returns will be accepted by GORDON & GAIA only if the procedure below is followed.
● The Customer must return his product directly to the following address, at his expense, enclosing a copy of his invoice and a Bank Identity Statement for the purposes of identifying his order and reimbursement. Without means of identification, or if the product is damaged, reimbursement will be deemed impossible:
GORDON & GAIA
PRODUCT RETURNS DEPARTMENT
220 rue de Menchecourt
80100 ABBEVILLE
FRANCE
8 - If the Customer is unable to return his product by his own means, a product return service may be offered to him. The recovery price will be established according to the Customer's delivery address and the weight of the returned goods.
9 - In the event of a personalized order, the buyer does not have the right to withdraw pursuant to article L121-21-8 of the Consumer Code.
B. Products not delivered and in transit
The Customer is informed by email when his product is delivered to the carrier and leaves our warehouse. The delivery follow-up in his Customer space then switches to “Package taken over by the carrier”. Once the Customer has been notified of the shipment of his product and he wishes to cancel his order, return costs will be invoiced to him up to the totality of the delivery costs. The amount will be notified in writing to the Customer when GORDON & GAIA takes charge of the cancellation.
C. Refund
The refund will be made within a maximum period of 14 days from the request to cancel the order. Reimbursement may be deferred until recovery of the goods, or receipt of proof of their reshipment by the Customer. Only products in new and complete condition will be accepted. Any product that has been damaged or whose original packaging has been damaged in conditions beyond its simple opening, will not be refunded or will be partially refunded. Reimbursement will be made by bank transfer upon presentation of bank details in the name and contact details of the buyer. GORDON & GAIA advises to take out specific insurance with the carrier of the market value of the products if he chooses his own means of return. It is necessary so that the Customer can protect himself against any case of deterioration, spoliation or loss of the products by the carrier.
In all cases, the return is at the Customer's expense, expense and risk.
D. Packaging recycling
The buyer is responsible for the fate of the packaging and filling materials of the package and the packaging of the items purchased.
E. Special case of undelivered or lost packages
Special case of undelivered or lost packages: if a delivery could not be made due to a lost or destroyed package, the Customer must inform GORDON & GAIA (Mail, post, etc.) who will then carry out an investigation with the carrier.
If the parcel is considered as definitively lost at the end of the investigation, GORDON & GAIA undertakes to reimburse the amount paid by the Customer when ordering or to reship the parcel (choice at the convenience of the buyer).
In the event that TNT FedEx and/or DHL indicates that the package has been delivered, no claim of undelivered package will be taken into account.
Any request for reimbursement or return will not be taken into account after the legal withdrawal period (Except for lack of conformity).