RETURN/EXCHANGE*
Dear customer, placing an order on our website, you agree to all the rules and conditions regarding the purchase, return, and exchange of goods.
1. Please send an e-mail to: octave999.customerservice@gmail.com
The letter should contain the following information:
- Subject of the letter: RETURN, FULL NAME (be sure to specify the full name for which the order was placed)
- Order number
- Reason for the return
- Product name/size/height to be replaced
2. Within 1 (one) business day, you will receive a reply letter with contact details for sending the goods for return/exchange (delivery address, recipient's contact details).
3. The product must be returned to our warehouse in Paris no later than 5 calendar days** from the date of delivery*, including the day of delivery. (*Point 4)
4. If the customer is absent at the time of the order delivery by the courier or does not accept the package during the delivery attempt, as per the official information from the postal service, and the package is subsequently returned to the postal service pickup point, the customer is obligated to collect the package from the pickup point within 3 working days. If the customer does not accept or retrieve the package after 3 working days period, the seller's obligations regarding the delivery of the order to the customer shall be considered fulfilled in full, and the package will be regarded as delivered to the recipient. In such cases, the delivery date of the order will be deemed to be the date the package arrived at the postal service pickup point following the unsuccessful delivery attempt to the customer. For returns and exchanges, the delivery date of the product will be considered the date the package arrived at the postal service pickup point after the unsuccessful delivery attempt to the customer.
5. The return / exchange of goods is carried out by and at the expense of the Buyer by courier service to the specified address. The return/exchange package must be additionally insured in case of damage during transportation. Buyer pays full shipping costs including customs duties
6. The refund is carried out up to 8 working days from the date of the refund.
7. The replacement item is shipped within 7-8 business days after we receive your replacement item. If the size you need is available, it will be shipped within 2 business days.
8. By placing your order you agree to be bound by these terms and conditions, or the "Terms" as we will call them from now on. Therefore, please make sure you have read and understood them before ordering.
9. Returns are only possible if all conditions regarding the item's appearance and package completeness are met (all tags/labels are intact, the item is returned with all accessories, the branded packaging is undamaged, and the item is in its original condition, not damaged or soiled). If any of the above conditions are not met, returns are not possible, and the Seller reserves the right to send the item back to the Buyer at the Buyer's expense.
10.OCTAVE999 is responsible for the correct shipment of the order to the address and contact details provided by the customer at the time of ordering, or subsequently communicated via email or WhatsApp.
11. OCTAVE999 is also responsible for informing the customer about the shipment of the package by providing the tracking number to the specified email.
12. It is the customer's responsibility to track the package using the provided tracking number and to collect the package in a timely manner. If, due to the customer's fault (incorrect contact details provided, recipient was unavailable for courier service calls, package was not collected in time from the pickup point, incorrect address provided, the customer refused the package for other reasons), the package is returned to the OCTAVE999 warehouse, we will resend the package to the customer at the customer’s expense according to the shipping cost tariffs.
13. Dear customers, most of the goods in our store are made to order, in our own production. You can cancel or adjust your order within 24 hours after placing your order. The buyer cannot cancel the order or make changes if more than 24 hours have passed since the order was placed.
14. In the case of returning a product purchased under the 1+1=3 promotion, the item received as a gift from the promotion must also be returned. Alternatively, if a refund is requested for a product purchased under the 1+1=3 promotion without returning the gift item, the Seller will issue a refund for the product minus the current value of the item on the website that was received as a gift in the 1+1=3 promotion.
15. After receiving a product of improper quality or with defects, the customer must submit a complaint regarding the non-conformity of the goods to our email octave999.customerservice@gmail.com within one day of receiving the product
* - If any clause in these Terms is found to be unenforceable for any reason, this will not affect the enforceability of any other clause in these Terms.
** - For international deliveries no later than 5 days from the date of delivery including the day of delivery. For local deliveries within France, no later than 7 days from the date of delivery including the day of delivery.