Shipping & returns

This is a translation of the French original (« Livraison & retours »); in the event of any discrepancy, the French version prevails.

Here is everything you need to know about the delivery of your Bivoa orders, sold by [to be completed], and about returns. The full rules are set out in the general terms of sale.

1. Destinations

We deliver to the following destinations: France, European Union, and rest of the world (excluding Russia, Belarus, North Korea, Iran, Syria and Cuba, which are subject to restrictive measures). The countries served are offered on the payment page.

2. Delivery times and deadline

Your order is prepared and handed over to the carrier within 3 working days after your payment is confirmed, then shipped with tracking, generally in 5 to 10 working days. Some products are shipped directly from their supplier's warehouse, sometimes located outside the European Union: the product page then shows the shipping origin and the product's own delivery time.

Before you pay, your cart shows the delivery deadline for your order, calculated from the product with the longest delivery time: we undertake to deliver by that date at the latest and, if no date is indicated, within 30 days of the order. An order of several products may arrive in several parcels.

3. Delivery costs

Standard delivery costs €4.90 per order; it is free for orders of €49.00 or more. The exact costs are always shown in your cart, before payment.

4. Duties and taxes

For parcels shipped from a country outside the European Union, import VAT, customs duties and the carrier's clearance fees may be charged to you on delivery, including within the European Union; the parcel's origin is shown before you order. For deliveries outside the European Union, customs duties, taxes and clearance fees of the destination country are payable by you.

5. Tracking and delivery problems

As soon as your order ships, you receive a tracking number by email for each parcel. You can also follow your order from your account or the order tracking page.

Late parcel, tracking stuck, parcel shown as delivered but not received: write to us at contact@bivoa.shop with your order number. Transport risks are borne by us until you take possession of the parcel (article L216-4 of the French Consumer Code): a lost or damaged parcel is re-sent or refunded, without any action on your part with the carrier. If an item arrives damaged or does not match your order, send us a photo: we will offer you a replacement or a refund, free of charge. Reporting the problem quickly helps us solve it fast, but no deadline limits your rights under the legal guarantees.

6. Withdrawal and returns

You have 14 days from receipt of your order (or of the last parcel) to withdraw, without giving any reason, for all or some of the products.

1. Declare your withdrawal online using the Withdraw from the contract here function (no account needed, with your order number and email), by email to contact@bivoa.shop or by post. You immediately receive an acknowledgement of receipt by email.
2. Return the products within 14 days of your statement, to the following address: [to be completed].
3. We refund you within 14 days of your statement (see below).

The direct cost of returning the products is borne by you. You may examine the products as you would in a shop; the original packaging is not mandatory, but recommended to protect them in transit. Personalised products, perishable products and hygiene items unsealed after delivery cannot be returned under the right of withdrawal (article L221-28 of the French Consumer Code): they are flagged on their product page and in the cart.

7. Defective or non-conforming product

A defective or non-conforming product is covered by the legal guarantees of conformity and against hidden defects, set out in the general terms of sale: repair or replacement free of charge, failing which a price reduction or refund. The return costs are then borne by us.

8. Refund

The refund covers the price of the products and the initial delivery costs (based on the standard delivery rate) when the whole order is returned. It is made no later than 14 days after your withdrawal statement, using the means of payment used for the purchase; it may be withheld until we receive the products or until you send us proof of having shipped them.

9. Any questions?

Our customer service replies by email at contact@bivoa.shop and by telephone on [to be completed] (standard-rate call).