GENERAL TERMS AND CONDITIONS OF SALE

 

Orders made on the Souleiado website will only be accepted if the delivery and invoice addresses are situated in mainland France (including Monaco and Corsica), in the European Union countries, Luxembourg, Switzerland, the United States, Australia, New Zealand or Canada.

By making an order on the website the customer acknowledges that he is aware of these general sales conditions and agrees to them without exception.

Approval of these general sales conditions is not determined by the customer’s handwritten signature.   

Orders delivered outside the European Union do not incur French VAT (20%). The customer agrees to pay local taxes and customs duties on delivery. If the customer does not agree to pay these costs, the transporter cannot ensure the delivery. 

The products shown on the website and offered for sale by Souleiado are those available on the day of the customer’s visit to the website and while stocks last.

If a product becomes unavailable, in the case of the same product being ordered simultaneously by several clients, Souleiado’s customer service (service.client@souleiado.com) will inform you by email as soon as possible of the partial delivery or cancellation of the order, or the possibility of ordering another article from the website in replacement.

If the customer does not reply within 72h, the partial order will be sent through the post. 

If an order is cancelled by the customer or by Souleiado due to a product being unavailable, we undertake to refund the customer within a maximum of 14 days. 

The information provided about our products is as detailed as possible in accordance with article L111-1 of the French Consumer’s code, in order to inform the customer of the basic characteristics of each product before ordering. The product photos are chosen to be a faithful representation of each product and its colours and patterns.  

All the prices shown on the website are in euros and subject to French VAT. The current prices are those shown on the website at the time of the customer’s order.  The shipping costs are shown in addition to the order when the details of the order are displayed, and in the mail confirming the order which lists all the invoiced amounts, inclusive of taxes. 

Souleiado reserves the right to modify its prices at any time and without notice. These modifications will not affect orders made and validated before the changes have been brought into effect 

Order procedure and payment confirmation 

By browsing the website customers can order products by clicking on the “Add to my basket” button. The list of products can then be seen in the top right hand corner of the page in “My Basket”.
The customer can decide to confirm his order at any time and proceed to payment by clicking on the “Order" button in "My Basket".

The customer is then requested to give his email address and password if he already has a customer account. If not, he is asked to create an account by filling in the required fields.


It is essential to provide complete and precise information such as the invoicing and delivery address for your order to be dispatched, and a mobile phone number for updates on the delivery of your order.

When paying, the customer can choose to pay either by credit card via Paypal or by the Paybox system. He will then be redirected either to the Paybox secure site or the Paypal secure site where he will be invited to provide the necessary banking details to pay for his order. 

The recorded data will be the proof of all the transactions made between the customer and Souleiado.

When the order and payment have been validated, the customer will receive confirmation of his order by e-mail from Souleiado, with details of all the products ordered and payable services as well as information about exchanges, refunds and delivery. 

Payment on the website is made when ordering, either by credit card (CB, Visa, Mastercard) or by Paypal. All bank details go directly to Paybox or Paypal through their secure payment systems and Souleiado does not have access to this information. This is why the information is requested for each order.

In the case of refusal by the bank, the order will be cancelled and the customer will be informed.

If you wish to contact our Customer Service, you will be asked to provide your name, email address and order number so we can identify you and access your file.

 

Delivery by Chronopost and Chrono Relais 

Orders are made through the post by Chronopost 13 (next day delivery before 13h). This time limit is for reference only and any delay in delivery cannot give cause for damages or interest or by Chrono Relais. The parcel will be available for 10 days at the chosen distribution point after delivery of the order.

Delivery of the parcel is considered to be effective upon receipt of information from Chronopost through their control system.

Any delay in delivery must be indicated as soon as possible by email to: service.client@souleiado.com, so that we can carry out an enquiry with the postal services. If the parcel is found, it will be dispatched immediately to the address shown on the delivery note. If the parcel is still missing at the end of the enquiry, Souleiado will resend at its own expense the whole order to the customer. 

Delivery is free inFrance(except toCorsica) for a minimum of 150€ of purchases. 

Please note that we do not deliver perfume in countries outside the European Union.

It is the customer’s responsability to check the condition of his order on delivery and if necessary to transmit his remarks and photos by email to service.client@souleiado.com on receipt of the parcel, making his complaint in a precise and complete manner, notably in the case of a damaged or missing article.

A written copy of the claim must also be sent to us as soon as possible by mail to the following address:

 

SOULEIADO

Internet customer service

39, rue Charles Deméry

13150 TARASCON

 

Free delivery to shops

 

Delivery is free to shops.  For an order made between Monday and midday on Tuesday, the delivery will be available on Thursday or Friday at the chosen shop. For an order made after midday on Tuesday, delivery at the shop will be made on Thursday or Friday of the following week. (List of shops and addresses)

As soon as your parcel is available you will receive a call from the boutique

 On receipt of the parcel in the shop you have 15 days to collect your parcel, with the email confirming the order and proof of identity.

Someone else can come to collect the parcel for you, on condition that this person can present the email confirming the order (sent by email to the person who placed an order on souleiado.com). This person must present a copy of your proof of identity and sign for you at the time of collection. 

In the case of certain articles being unavailable, Souleiado undertakes to refund the customer within 14 days, on the account debited when ordering.

 

 

Cancellation rights 

In accordance with article L. 121-20-4 of the French Consumer Code, customers have 14 working days as from the delivery date of the order to return the products with which he is dissatisfied. 

The products must be returned in perfect condition, in their original packaging and with the return coupon and invoice to the following address:

SOULEIADO

ZAC du Roubian

13150 TARASCON

 

You can use the prepaid Chronopost voucher enclosed in your parcel.

Souleiado does not accept returned parcels with postage due.

When the products have been checked we will refund the full amount of the order, including shipping costs, within 14 days to the account debited when the order was placed. All our parcels contain a prepaid return voucher which you can use to send articles back. Damaged, soiled or incomplete articles will not be taken back. Perfumes cannot be returned or exchanged 

 

Return or exchange

 

You have changed your mind? You are not satisfied with one of your articles? You have two solutions:

  • Exchange the product: you have 15 days from receipt of your order to send us the product back. (See details). 
  • Ask for a refund: returns are free, just send us an email at the address service.client@souleiado.com with details of the return and use the return coupon sent with your parcel. When the products have been checked we will refund your order, including shipping costs, with either a credit note to use on the website or a refund within 14 days on the credit card used when the order was placed.

Orders delivered to a shop must be returned to the shop for an exchange after first sending an email to service.client@souleiado.com to let us know that you want to return or exchange your order. The order will be refunded on the credit card used in payment.

The articles sold benefit from a warranty against hidden defects resulting from a fault in the material or conception making them unsuitable for normal use. The warranty does not apply in the case of misuse, negligence or a lack of maintenance.

Perfumes cannot be returned or exchanged

 

Orders delivered abroad

Orders delivered outside the European Union are exempt from VAT (20%). The customer must pay local taxes and customs charges when the parcel is delivered. Souleiado is not liable for these charges.

Orders delivered outside France cannot be returned free of charge. Shipping costs will be payable by the customer.

We do not exchange products sent outside France. When you return a product, the amount of your order will either be recredited in the form of a credit note that you can use to make a new purchase (excluding shipping costs) or refunded on your credit card or Paypal account  (excluding shipping costs).

Personal data

In accordance with the provisions of French law no.78-17 dated 6 January 1978 relating to information technology, files and civil liberties, the automated processing of personal data carried out using this Internet website is subject to a declaration made to the CNIL (the French Data Protection Authority). The Consumer has a right to access, amend, rectify and delete personal data collected by Souleiado concerning him or her. [...]

The consumer is free to exercise this right by sending an e-mail to service.client@souleiado.com or by post to the following address:

SOULEIADO

E-Commerce

39, rue Charles Deméry

13150 TARASCON 

Souleiado does not sell or divulge the information collected on the website to third party companies without the consumer’s prior agreement.