DELIVERY & RETURN

Delivery Method

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The Customer selects one of the delivery methods offered by the Seller on the Website at Step 5 of the Order process.

The Seller offers in-person collection at the address indicated for this purpose or delivery to the address specified by the Customer during the Order process. For delivery, the Seller uses La Poste’s Colissimo service. For large or non-standard parcels, the Seller may use another courier service such as DPD, DHL, UPS or others.

 

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Delivery Address

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Deliveries are limited to the French territory only and the UK.

The Customer must choose a delivery address located either in France or the UK.

The Customer is solely responsible for any delivery failure resulting from an incorrect delivery address entered at Step 5 of the Order process.

 

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Delivery Fees

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Delivery fees may vary depending on the weight and size of the parcel.

The amount of the delivery fees is communicated to the Customer before confirming the Order, during the "Delivery Options" step of the Order process as described in Article 7 of these terms.

 

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Delivery Times

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Estimated delivery times are provided for each Product or Service on its description page on the Website. This timeframe may vary depending on whether the Product is in stock.

If the Product is unavailable, the Seller commits to informing the Customer and refunding the affected portion of the Order.

Delivery times are expressed in working days and correspond to the average time required to prepare and deliver the Order within France. The timeframe begins from the date the Order is confirmed by the Seller.

Unless otherwise specified on the Product or Service description page, Products will be dispatched within a maximum of 8 days from the day after the Order is confirmed by the Seller, excluding weekends, public holidays, and school holidays.

If multiple Products are ordered simultaneously with different delivery times, the delivery time for the entire Order will correspond to the longest delivery time of the Products or Services included.

 

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Delivery Delay

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In the event of a delivery delay, the Order is not automatically cancelled.

The Seller will inform the Customer by email of the expected delay. The Customer may then cancel the contract in accordance with Article L.138-2 of the Consumer Code and request cancellation of the Order. To do so, the Customer must send an email to contact@moodbox.fr indicating their intention to cancel the Order.

If the Order has not yet been dispatched when the Seller receives the cancellation notice, the Customer will be refunded any amounts paid within fourteen days. If the Order has already been dispatched, the Customer may refuse the parcel. The Seller will then refund the Customer, including return costs, within fourteen days after receiving the returned parcel, provided it is complete and in its original condition.

 

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Order Tracking

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The Seller provides a contact phone number (local call rate from a landline), listed on the Website and in the order confirmation email, to ensure the Customer can track their order.

 

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Order Inspection Upon Delivery

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It is the Customer’s responsibility to check the condition of the packaging and the Products upon delivery. If necessary, the Customer should express any concerns or even refuse the parcel if it appears damaged. Claims should be addressed to the carrier by registered post with proof of receipt within 3 working days of receiving the Products (excluding public holidays), and a copy should be sent to the Seller.

In accordance with Article L.133-3 of the Commercial Code, failure to make a claim within this timeframe nullifies any recourse against the carrier.

The Seller reminds the Customer that once the physical possession of the Products is taken, all risks of loss or damage are transferred to the Customer.

The Customer must ensure the Products delivered match the Products listed in the Order confirmation and verify the correct quantities. In case of discrepancies, the Customer must notify the Seller by email at contact@moodbox.fr, quoting the Order number.

 

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Right of Withdrawal​

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In accordance with Article L.121-20 of the French Consumer Code, “the consumer has a period of fourteen (14) clear days to exercise their right of withdrawal without needing to provide any reason or pay penalties, except for return shipping costs.” This period begins upon receipt or collection of the goods, or, in the case of services, upon acceptance of the offer.

 

Return costs following a withdrawal are borne by the Customer.

Return costs are only covered by Moodbox in the case of an error or exchange. However, the Seller reminds Customers that they offer handmade artisanal products such as textiles, baskets, tableware, and accessories, which may have variations in shape, finish, colour, and shading, and are not considered defects. Illustrative product photos are not contractually binding. Products with such variations will not be deemed faulty, and return costs will not be covered by Moodbox.

 

The right of withdrawal can be exercised by contacting the Seller by email at contact@moodbox.fr or by post at Moodbox, 16 rue de l'ancienne mairie, 92100 Boulogne Billancourt.

If the withdrawal right is exercised within the time limit, only the cost of the Product(s) and initial delivery fees will be refunded; return shipping remains the Customer’s responsibility.

Returned products must be sent in their original condition and complete (including packaging, accessories, instructions, etc.) to: Moodbox, 16 rue de l'ancienne mairie, 92100 Boulogne Billancourt. They should be in resaleable condition; if possible, returns should include a copy of the proof of purchase. In accordance with legal provisions, a standard withdrawal form is available by clicking here.

Refunds will be processed as soon as the returned goods are received by Moodbox at the above address. Refunds will be made via bank transfer using the account details provided by the Customer or by cheque sent to the billing address provided when placing the Order.

 

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Guarantees

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In accordance with Articles L.211-4, L.211-5, and L.211-12 of the Consumer Code and Articles 1641 and 1648 of the Civil Code, the Seller offers two guarantees: a guarantee of conformity and a guarantee against hidden defects.

Article L.211-4: "The seller is obliged to deliver a Product that conforms to the contract and is responsible for any lack of conformity existing at the time of delivery. They are also liable for any lack of conformity resulting from the packaging, assembly instructions or installation when this was the Seller’s responsibility or was carried out under their supervision."

Article L.211-5: "To comply with the contract, the Product must:

• Be fit for the usual purpose of such a product and, where applicable:

• Match the description given by the seller and have the qualities presented in a sample or model;

• Have the qualities that a buyer might reasonably expect, based on public statements made by the seller, producer or representative (including advertising and labelling);

• Or have the features agreed upon by both parties, or be suitable for any specific use made known to the seller and accepted by them."

Article L.211-12: "Legal action due to lack of conformity must be taken within two years of delivery of the Product."

Article 1641 of the Civil Code: "The seller is liable for hidden defects in the item sold that render it unfit for its intended use or reduce its use to such an extent that the buyer would not have purchased it, or would have paid less for it, had they known."

Article 1648 of the Civil Code: "Legal action due to redhibitory defects must be initiated within two years from the discovery of the defect. In the case provided for by Article 1642-1, the action must be brought within one year from the date on which the seller could be discharged from liability for visible defects."

The Seller will refund or exchange products that are found to be defective or do not match the Order. Requests must be made by post to: Moodbox, 16 rue de l'ancienne mairie, 92100 Boulogne Billancourt.

The Seller offers handmade artisan products such as textiles, baskets, tableware, and accessories which may display natural variations in shape, finish, and colour. These are not considered defects. Illustrative product photos are not contractually binding.

The Seller reminds Customers that they have 2 years from delivery to act against the Seller. The Customer may choose repair or replacement of the Product (subject to conditions above), and within the first 2 years is not required to prove the defect. The Customer may also invoke the guarantee against hidden defects under Article 1641 of the Civil Code and, in such cases, may opt to cancel the sale or request a price reduction (Article 1644 of the Civil Code).

 

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Claims

 

If necessary, the Buyer may submit any claims by post to:
Moodbox, 16 rue de l'ancienne mairie, 92100 Boulogne Billancourt
or by email to: contact@moodbox.fr

Moodbox does not offer exchanges.

Only claims relating to online sales or legal guarantees will be considered.