Shipping policy

Delivery Issues

Lost Package:
Once the order has been shipped, Artifice. commits to doing everything possible to ensure proper delivery. If the package is lost during transit, Artifice. will contact the carrier to initiate an investigation.
In accordance with Article L.221-15 of the French Consumer Code, Artifice. remains responsible for the proper execution of the contract until the package is effectively received by the customer.
If the package is confirmed to be lost and an investigation confirms this situation, Artifice. will offer a solution to the customer, either by reshipping the order or issuing a refund.
In case the package is returned to the seller without being delivered to the customer, Artifice. commits to reshipping the order as soon as possible.

Incomplete or Incorrect Delivery Address: If the delivery information provided during the order is incomplete or incorrect and the package is returned to the sender, Artifice. will require the customer to cover the cost of the second delivery, as the error is on the customer’s part. If the package is marked as delivered to an incomplete or incorrect address due to the customer's error, Artifice. will not be held responsible and will not be able to intervene to resolve the issue. The customer must address this directly with the delivery service.

Unclaimed Package at the Local Post Office: If the package cannot be delivered because your mailbox is too small (France) or you’re unavailable to sign for it (outside France), and it is held at the local post office with a notice left for you or an email sent, and you do not pick up the package, causing it to be returned to Artifice., the customer will be responsible for the cost of the second delivery.

Unpaid Customs Fees (UK/Canada): If the package is returned to Artifice. because the customs fees were not paid by the customer, the customer will be responsible for the cost of the second delivery.

Package Marked as Delivered:

If the package is marked as delivered to the correct address, but the customer claims not to have received it, Artifice. considers that the delivery has been made in accordance with the tracking information provided by the carrier. In this case, Artifice. cannot be held responsible for the loss of the package. Artifice. will request an investigation with the delivery service to clarify the circumstances of the delivery.

In case of dispute, the customer may initiate an investigation with the carrier to determine the circumstances of the delivery. However, in accordance with Articles L.216-2 and L.221-15 of the French Consumer Code, which specify that the risk of loss or damage is transferred to the consumer at the moment the consumer takes possession of the goods, Artifice. may consider the contract as fulfilled once the delivery is marked as completed.

Responsibility in case of delivery to mailbox:
Delivery is deemed completed once the package is placed in the customer’s mailbox, according to the tracking information provided by the carrier. From this moment, the package is considered to be in the customer’s possession, and the risk of loss or theft is transferred to the customer, in accordance with Articles L.216-2 and L.221-15 of the French Consumer Code. In case of theft from the mailbox, the customer must contact the relevant authorities to file a report and, if applicable, their insurance company for compensation.

However, in order for Artifice. to take this claim seriously, the customer must provide the following documents to demonstrate the customer's good faith and allow for a thorough investigation:

1. An affidavit stating that the customer has not received the package.
2. A copy of the customer's identity card (front and back) to verify their identity.
3. A copy of the police report filed with the relevant authorities for theft from the mailbox, in accordance with the legal provisions for disputes related to theft (Article L.216-6 of the French Consumer Code).

Once these documents are provided, Artifice. may, as an exceptional measure, offer a solution of reshipping the product, provided that the customer pays for the cost of the item at zero profit for Artifice. and the delivery fees, due to the significant costs involved in this process. This solution aims to satisfy the customer while respecting the company's economic constraints.

Right of Withdrawal: The customer has a 14-day period from the receipt of the goods to exercise their right of withdrawal, as per applicable legal provisions. The return shipping costs are at the customer's expense unless the seller agrees to cover them.