Shipping and Delivery

Last updated: [07.06.2024]

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Shipping Policy

Delivery timeframes

We strive to fulfill all orders within two business days of receipt (Monday-Friday). However, in the exceptional event of unforeseen circumstances, fulfillment may take slightly longer. Please note that orders placed on Friday or over the weekend (Saturdays and Sundays) will be processed and shipped the following business day.

Please be aware that order processing times may be extended during certain periods, including holidays, public holidays, and major sales events like Cyber Monday, Black Friday, and Boxing Day. While we aim to fulfill all orders within our standard timeframe, these periods can experience higher volume, and earlier order placement helps us prioritize your request.

Following order fulfillment, delivery is entrusted to our trusted carriers. Delivery times vary depending on your chosen carrier and typically range from 48 to 72 business hours for standard options. Delivery timeframes for all delivery methods (Colissimo Standard Home Delivery or Mondial Relay),  are for informational purposes only and may be subject to external factors beyond our control, such as carrier workload and general transport conditions,  please note that we are not responsible for carrier delivery times, especially during busy periods.  For example, Mondial Relay deliveries have been known to experience delays of up to 3 weeks during peak periods, depending on local delivery volume. We cannot predict or control such delays.  We recommend familiarizing yourself with carrier delivery timeframes and potential variations before selecting your preferred service. However, we are committed to working with our carriers to ensure efficient delivery whenever possible. Shipping costs are non-refundable.

Complaint deadlines

To ensure a prompt resolution to any delivery concerns, please notify us of any delivery discrepancies within 14 days of order confirmation receipt.

Similarly, all product concerns must be reported within 48 hours of receiving your order.

We kindly ask that you adhere to our established timelines for reporting delivery concerns and product issues. Unfortunately, requests submitted after these deadlines may be subject to limitations.

International Shipping Coverage

To ensure a smooth and efficient shopping experience, kindly select the appropriate website for your location.

The cheery-k.fr website is dedicated to serving customers within France.  If you reside in another country, please visit our global website, cheery-k.com, to browse and purchase our products.  We kindly advise that orders placed on the incorrect website may be subject to delays or cancellations due to potential address verification issues.

For a complete list of countries served by us, please refer to the following section:

• Metropolitan France
• European Union: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Germany, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden

Customs fees

Please be aware that while our packages originate in France, deliveries to certain non-Schengen Area countries (e.g., Switzerland, Canada) may incur customs fees, VAT, or other taxes.    In such instances, your local post office may contact you for additional documentation to facilitate customs clearance, such as proof of payment. Customs fees, and VAT or other taxes, are country specific, depending on your location, the amount of your order and beyond our control.  We kindly remind you that any such fees are your responsibility. We recommend familiarizing yourself with potential customs fees associated with your destination country, where fees apply, they are your responsibility.

For a delivery address located in mainland France, there will be no customs fees to pay.

Shipping Methods

We offer various delivery options to cater to diverse needs and preferences.

Delivery within France:

• Colissimo Standard (Home Delivery): Convenient delivery directly to your doorstep.
• Mondial Relay (Delivery Point): Choose a pick-up location near you for added flexibility.

Delivery within the European Union and beyond:

• Colissimo International: Reliable delivery to international destinations.
• Colissimo International Authorized Partners: Expanded network for seamless delivery worldwide.

 Colissimo Standard Home Delivery

To view available delivery options, proceed to the "Checkout" page from your cart. Before selecting the payment method, you will be prompted to enter your shipping address. Once you fill in the address details, the applicable delivery methods will be displayed.

 Delivery Options:

• Colissimo Standard (Home Delivery "Ship to Address"): Convenient delivery directly to your specified address.
• Mondial Relay Delivery Point ("Ship to Relay Point"): (Available only in mainland France) Choose a Mondial Relay pick-up location near you for added convenience.

Upon selecting "Ship to Address," the shipping costs for Colissimo Standard Home Delivery will be automatically calculated and applied based on the provided shipping address and order volume. Please ensure the accuracy of the provided shipping address before submitting your order. It is your responsibility to confirm the shipping address the accuracy of this information before submitting your order. You agree to provide a valid email address and complete shipping address when placing an order on our site.   

We strongly recommend creating a customer account. This allows you to freely cancel your order within 2 hours of payment if the chosen delivery method does not meet your requirements.

Mondial Relay Delivery Point

Upon selecting " Ship to Relay Point" (Available only in mainland France), on the payment page, you will be prompted to enter your shipping address or select “use my location”. Whether you enter the address manually or use the “use my location” option a map will conveniently appear allowing you to select your preferred relay point for delivery.  The shipping costs for Mondial Relay Delivery will be automatically calculated and applied based on the provided shipping address and order volume. Please allow the page to load fully and avoid closing your browser window.  If no selection is made, the carrier will efficiently choose a nearby relay point by default and inform you by email.

For maximum flexibility, we highly recommend creating a customer account.  This allows you to cancel your order free of charge within two hours of payment if the chosen relay point does not meet your needs.

Please note the following important information:

• Effective November 1, 2022, storage for packages at relay points has been reduced to 7 days. Kindly ensure timely collection of your orders to avoid any inconvenience.
• During peak periods like Christmas or Black Friday, relay point storage capacity may be limited. In such exceptional circumstances, the carrier may automatically redirect your package to an alternative relay point. You will be notified of this change via email. We kindly emphasize that we are not responsible for these decisions that made solely by the carrier and are beyond our control.

Shipping costs

We are committed to providing you with the most accurate estimates possible for both shipping times and costs. However, we recognize that unforeseen circumstances can occasionally arise, leading to slight variations in these estimates, please note that we are not responsible for carrier delivery times and costs. We remain dedicated to maintaining efficient delivery processes and will keep you informed of any significant changes that may impact your shipment.

Shipping costs in mainland France with Colissimo Standard Home Delivery: 8,90€

Shipping costs in mainland France to Mondial Relay collection point:

• orders with total value equal or less than 49€ : 3,90€
• orders with total value more than 49€ : free delivery

Shipping costs within the European Union (Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Germany, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland , Portugal, Romania, Slovakia, Slovenia, Spain, Sweden) with home delivery: 12€

Please note that gift cards themselves do not contribute to shipping calculations. Therefore, orders containing only gift cards will not incur any shipping charges. However, if your order includes both physical products and one or more gift cards, the shipping cost will be based on the combined weight and dimensions of the physical products in your order.

Order tracking

We are committed to keeping you informed throughout the delivery process.  Once your package is under delivery, you will promptly receive an email (and/or message, if applicable) with a tracking number.  For enhanced tracking details, especially upon arrival in your destination country, we recommend using this tracking number on the website of your local postal service.

Please note that there may be a slight delay between the shipment of your package and the availability of detailed tracking information, due to the real-time nature of tracking updates. We appreciate your patience as the tracking information becomes more comprehensive within a few hours after the package is picked up by the delivery person.

In the event that tracking information appears to be stalled while your package is in transit, it is likely that the system has not yet received an update from the next sorting facility. This can happen when a package is moving between sorting facilities and has not yet been scanned at the next location. We recommend checking the tracking status again within the next 24-48 hours. Should the tracking information remain unchanged after this timeframe, please feel free to contact our customer service team for further assistance.

Delivery address

By placing an order on our website, you acknowledge and agree to provide a valid email address and a complete and accurate shipping address. To expedite the delivery process and minimize potential delays, we recommend double-checking this information before order confirmation. In the unfortunate event that an incorrect address provided by you results in a failed delivery attempt and a return to our warehouse, we will process a refund for the value of your order, minus a non-refundable fee of 13,9€ to cover associated logistics and delivery costs.

Delivery error

Once your package is collected, carrier assumes responsibility for its delivery. In the event that Colissimo Standard Home Delivery was choosen by you during the order, La Poste remains the primary decision-maker regarding delivery methods after your package is picked up. If the delivery person deems home delivery to be impractical due to access limitations or other unforeseen circumstances, they may opt for a successful delivery by leaving the package at a designated collection point, typically the nearest post office in your registered address. You will be notified of this alternate delivery location to ensure timely collection of your package.

Undelivered order

In the event that the tracking information indicates your package as delivered, we kindly recommend waiting until the end of the business day before contacting customer service.  Occasionally, this could occur if the delivery personnel may scan packages as delivered slightly in advance of the actual delivery time.  This does not necessarily signify a delay.  

In the event that your order is not readily apparent at your delivery address, we encourage you to take the following proactive steps to locate it:

• Check with your caretaker or neighbors to see if they have received your package on your behalf.
• Inquire at your local post office to determine if your package is being held there for pickup.

Should these efforts be unsuccessful and your package remain undelivered, once you have completed these checks, we encourage you to reach out to our customer service team for further assistance. We are committed to working with you to find a solution and ensure you receive your order.

Returned shipments

In the event that your package has been returned to our warehouse, we kindly recommend verifying the accuracy of the shipping address you provided during checkout. Should you require further assistance after reviewing the address information, please do not hesitate to contact our customer service team at contact@cheery-k.com with your order number.

Should you choose not to collect your delivered package or refuse it upon delivery without prior notification of withdrawal via email to contact@cheery-k.com (excluding exceptional circumstances, such as a damaged product causing leakage), we will wait for the package to be returned to our warehouse.  In such instances, a full refund will not be possible.  However, we will issue a voucher for the value of your order, minus a 13.9€ fee to cover associated logistics and delivery costs.  We kindly recommend notifying us of your intent to cancel an order by email to ensure a smooth return process and receive a full refund. For returns to be accepted and refund to be possible, products must be new, unopened, and in original, undamaged packaging. Due to hygiene concerns, opened or used products cannot be returned. We reserve the right to verify this upon receipt. Proof of purchase (receipt) is also required. Products not meeting these requirements will be ineligible for refunds.

Order cancellation

Upon completion of the payment process, an order confirmation page will be displayed. This page allows you to cancel your order within two hours of confirmation, with an automatic refund.

While creating a customer account is not mandatory during the checkout process, we highly recommend doing so.  A customer account grants you access to a personalized portal where you can conveniently view your order history and cancel eligible orders (those placed within the past two hours).

Given our commitment to efficient order fulfillment, delays in cancellation requests may occur as orders are prioritized for prompt shipment. While we strive to accommodate cancellation requests whenever possible, following these procedures will maximize the likelihood of a successful cancellation within the allotted timeframe.

Order consolidation

To ensure accurate order fulfillment and avoid potential delivery delays, we do not currently offer order merging. If you inadvertently place multiple orders consecutively, each order will be processed and shipped individually. It's important to note that orders are not cumulative for promotional discounts or shipping costs.  Delivery charges will be applied to each order based on its weight and value, and unfortunately cannot be refunded once the order is processed.

We understand that combining multiple orders may be preferable.  If your orders are still awaiting preparation,  we recommend  to cancel your orders awaiting preparation within two hours of confirmation.  Place a single new order encompassing all desired products.

Product availability

 We strive to maintain accurate product availability on our website,  indicating "out of stock" items to prevent inadvertent ordering. However, occasional inventory discrepancies can occur.  In the rare instance that an item you ordered becomes unavailable after your order placement, we will promptly notify you. This notification will include two options:

• Estimated Delivery Date: If the product is expected to be restocked soon, we will provide you with an estimated delivery timeframe.
• Full Refund: If you prefer not to wait for the product to be restocked, we will issue a full refund for the item using your original payment method.

Contact

Customer satisfaction is our priority, we do everything we can to provide a quality delivery experience. If you have any questions about this Shipping and Refund Policy, or any other order inquiries (delivery, receipt), do not hesitate to contact us at contact@cheery-k.com with your order number.