Shipping policy
This page sets out our delivery terms in detail. They form part of our terms of sale (article 7), which prevail in case of doubt.
Preparation
Your order is prepared within 24 to 96 working hours (excluding weekends and public holidays), and within up to 10 working days during busy periods. If a size is being restocked, the expected dispatch date is shown in its name on the product page, before you order.
Countries, methods and rates
We deliver to mainland France, the French overseas departments and territories, the European Union and several other countries. The delivery methods available for your address (Colissimo, Mondial Relay pick-up point, TNT or DHL depending on the country), their rates and their delivery times are displayed on the checkout page, before you confirm your order. Unless a different date is indicated before the order is placed, your parcel is delivered no later than 30 days after the order.
Tracking
As soon as your order is dispatched, you receive an email with your tracking number. For delivery to a Mondial Relay pick-up point, you choose your point after ordering and also receive a notification from Mondial Relay. The parcel is kept there for 5 days.
If you are out, the carrier puts the parcel through your letterbox or leaves you a delivery notice; the parcel is then available for up to 10 days at the post office or collection point.
Parcel not collected or incorrect address
If the parcel is returned to us because it was not collected or because the address entered was incomplete or incorrect, we contact you to offer either redelivery, at your expense, or a refund of the products. Please check your address carefully when ordering.
Delayed or lost parcel
If your parcel has not arrived 7 working days after dispatch, write to us at bienvenue@herapreg.com: we open an investigation with the carrier (its reply can take one to three weeks). You may at any time choose to cancel your order because of the delay and receive a refund. If the parcel is declared lost, we refund you in full (products and delivery charges) or send you a new order, as you prefer.
On receipt
The parcel is our responsibility until you receive it. If it has visibly been opened or damaged, you can refuse it or record your reservations with the delivery driver; please let us know, with a photo, and we will find a solution.
Deliveries outside the European Union
For delivery outside the European Union (Switzerland, the United Kingdom, the United States, etc.), customs duties, the VAT of the destination country and customs clearance fees may be charged on delivery by the carrier or the local authorities. These are payable by you.