SHIPPING, DELIVERY AND COLLECTION
The purchased Products shall be delivered by a courier service selected by us (“Courier”). Products shall be delivered to the address indicated by the customer in the order form. We are not responsible for any delivery problems arising from incomplete or incorrect address details supplied by the customer and/or any other reason. Please note that we will not deliver to PO Boxes, addresses of freight forwarders, or hotels.
The purchased Products will be shipped out only after we receive the payment in full. If we do not receive full payment, whatever the reason, we can delay or refuse to dispatch the Products without liability to the customer.
We will take all reasonable steps to deliver the purchased products or make them available for collection at the customer’s selected store within the estimated periods communicated to the customer during the checkout process before he/she confirm his/her order, except if a force majeure event, an event beyond our reasonable control or any unforeseeable circumstance occurs. If the delivery has not occurred within thirty (30) days of the Order Acceptance, the customer will be entitled to cancel the Contract and we shall refund him/her all sums paid under the Contract within fourteen (14) days from the date he/she cancels the Contract.
Upon delivery of the products by the Courier, the user (or the person designated by the latter) are required to:
(i) Verify that the number of packages delivered corresponds to that indicated on the delivery note;
(ii) Verify that the packages and their seals are intact, undamaged, not wet or altered in any manner;
(iii) Verify that the delivered products conform to the style, model, color, size, and other characteristics of the products, as described in the Order Confirmation/Acceptance are free from any patent defects (including but not limited to cracks, scratches, color variations or other color defects, etc.), and are not incomplete (e.g. missing buttons or attachments);
(iv) Sign the delivery note; and
(v) If requested by the Courier, show his/her ID.
Any damages to the packages and/or the products, or discrepancies in the number of packages or documentation, or any lack of conformity or patent defects of the products must be immediately mentioned in writing on the Courier’s delivery note. To the extent permitted under applicable laws, once the customer has signed the Courier’s delivery note, he/she may no longer make a claim with respect to the delivered packages, provided that he/she is entitled to subsequently make a claim in relation to the manufacturing defects of the products.
The users can track the status of their shipment by clicking on the link included in the Order Acceptance.
SUSTAINABLE DELIVERIES
Ecology is an important matter for Quetsche. Therefore, we keep looking for new ways of reducing the ecological footprint of our deliveries. On the one hand, we try to reduce the fuel consumption of our deliveries. We achieve that by optimizing the size and format of the packaging where the customer receives his/her order. On the other hand, we are continuously looking for new materials that are more sustainable, recyclable, or reusable, to package customers’ orders. Hence, it is more important for Quetsche that the package is ecological, rather than beautiful. We strongly believe that it would be irresponsible to use non-ecological materials in a package whose useful lifetime is a maximum of 5 days.
RETURN AND EXCHANGE CONDITIONS
Quetsche accepts returns or exchanges of Quetsche products eligible to return within 14 calendar days of receipt of the products.
The right of withdrawal/exchange does not apply to orders for (i) personalized products, (ii) products made to measure or to the customer specifications; (iii) products likely to be easily deteriorated or expired; and (iv) products that cannot be sent back given their nature (e.g. unsealed fragrance or cosmetics products), or for hygiene reasons (such as underwear, bathing suits, swim trunks, earrings, and pierced jewelry), (v) latex products and (vi) any other product that the user was informed at the time of submitting his/her order could not be returned.
Quetsche only allows exchanges on the same product (same price) in a different size/color. If the user would like to receive a different product or the same product in a different color instead, he/she may return his/her product for a refund. Then he/she may place a new order online for the product he/she would like.
Products shall be returned in their original condition, unaltered, unused, and undamaged, in their original package, if any, and with original tags and labels attached along with all related accessories, documents (e.g. instructions booklet, product certificates), and protective covers included. Once we receive the returned item, the Quetsche team will check for wear and tear and that the item is in new, unused, and saleable condition. Returns or exchanges of incomplete, altered, worn, damaged, soiled products will not be accepted and will be returned to the customer.
The above does not affect the user’s legal rights in relation to products that have manufacturing defects or are not as described.
RETURN AND EXCHANGE PROCESS
To return a product, the customer must inform Quetsche of his/her intention to return or exchange a product. To this effect one may:
Connect to www.quetsche.shop, log in to his/her account, go to Order History and complete the online return form by selecting the product(s) he/she would like to return and indicating the quantity and reason for return. Every return must first be notified to Quetsche.
You may also contact our Client Service for assistance by sending an email to shop@quetsche.studio.
To exchange a Product, you must notify Quetsche by contacting our Client Service at shop@quetsche.studio. The customer will receive an email confirming his/her return or exchange request. Please follow the instructions below to return the product(s) to our warehouse:
- The customer may wrap the products he/she wish to return or exchange safely to avoid damage; Place them in their original package, if any, and then inside the shipping box in which he/she received your order;
- Attach the return prepaid shipping label included in the shipping box to the outside of the box, on top of the original label, and seal the box securely; If you have lost the label, please contact our Client Service for assistance;
Visit the carrier website or contact the Client Service to arrange for collection.
Please note that products must be returned within 14 calendar days from your request for return or exchange.
If incorrect items are sent back to us, including items that are not Quetsche branded items, then we can at our discretion destroy them or send them back to the customer at his/her own cost, requiring upfront payment.
REFUNDS AND EXCHANGE
Upon receipt of a Product for which a return or exchange was requested, Quetsche will inspect the product to ensure that the return/exchange conditions specified above are met. Subject to the product meets those conditions, exchange or refund will be made.
Refunds will be made to the original purchaser, in the original method of payment, and in the same currency as purchase except in case of payment by cash on delivery where refunds will be made by bank transfer.
Refunds will occur no later than 14 days from the date we received back from the customer the products, or he/she has provided evidence that he/she has returned them, whichever is the earliest. A confirmation email will be sent to the customer.
For international returns (outside France)
The outside of the parcel needs to be clearly marked as “RETURNED FRENCH GOODS – OF NO COMMERCIAL VALUE” to prevent the parcel from being held in customs or refused on delivery back to France. Ensure you keep and provide us with your tracking number, so we can monitor the return.
FAULTY ITEMS
If an item is considered damaged or faulty, to be eligible for a refund the customer will need to contact Questche within 48 hours of delivery with as much information and imagery as possible. Please email shop@quetsche.studio and be sure to include your name, order number, and address for reference.
Please note that we are able to track when an order has been successfully delivered, so it is always best to open and review the order as soon as possible to allow time to contact us if necessary.
CANCELLING ORDERS
We are only able to accept cancellations if the order has not been dispatched. If you wish to cancel your order, please contact shop@quetsche.studio as soon as possible. Please note that we will be monitoring communication Monday – Friday from 10 am to 6 pm, so despite emailing regarding the cancellation, the order may still be dispatched.
Kindly note we are unable to accept cancellations on Pre-Orders as these are final sales.