Deliveries & Returns
The products will be delivered to you at the address indicated in your check-out process.
No order can be sent without its payment first being received.
Orders are prepared as soon as possible from Monday to Friday and are shipped by the customer's chosen carrier (except in cases of force majeure).
Delivery times are approximately 48 hours for Metropolitan France. These times may vary depending on the availability of the products.
For overseas territories and countries, customs fees are added to transport costs, which are not attributable to Altearah and are therefore the responsibility of the customer.
Parcel tracking allows us to track your order. If your package does not reach you within 5 days, and without any follow-up news from us, please contact us on +33 (0)4 66 04 07 07 or by email at info@altearah.com.
Return Fees
If a package is not collected or delivered due to the non-presence of the receiving customer or non-compliance with deadlines (9 working days at a relay point), Altearah cannot be held responsible for the state of the order.
The goods may be returned subject to the prior payment of the appropriate delivery costs, regardless of the conditions of the initial order. Any free deliveries can in no case be applied to a second shipment.
In case of parcel refusal, the order will be canceled and refunded, after deduction of a fixed fee of 8€ including tax per package sent for metropolitan France. For other destinations and Dom-Tom, the flat rate will be calculated according to the destination zone and the weight of the package.
Available Delivery Methods
To ensure safe and timely delivery to all of our customers, we offer different means of delivery:
The DPD company:
- Home delivery by appointment and against signature
- Delivery to a relay point
- Delivery to a workplace
Colissimo La Poste *:
- Home delivery without signature
International Post *:
- Delivery outside mainland France and areas not served by the carriers mentioned above.
Free Samples
You may choose to receive or decline free samples in your order. If you consent to receiving samples, they are added as follows:
- 1 product purchased = 1 free sample offered
- 2 products purchased = 2 free samples offered
- 3+ products purchased = 3 free samples offered
Delivery Abroad (outside Metropolitan France)
Shipping costs are calculated automatically according to your country of delivery.
Delivery times may vary depending on the country and any customs formalities.
New Air Transport Regulations (2021)
The airlines of our carrier partners no longer support the transport of "dangerous goods". Altearah Parfums de Soin, containing alcohol, are considered flammable and therefore classified in this category.
We make every effort to transport these items by sea or land when possible, this results in longer delivery times.
When you place your order, depending on your country of delivery, we may be obliged to send you your order in several packages.
Restricted Countries
Through our website, orders and deliveries to the following countries are not possible. We invite you to visit the individual country pages to explore the e-boutiques offered by our authorized distributors:
Belgium & Luxembourg : this link opens in a new page or tab.
ITALY : this link opens in a new page or tab.
SWITZERLAND : this link opens in a new page or tab.
NETHERLANDS : this link opens in a new page or tab.
UNITED ARAB EMIRATES & MIDDLE EAST : this link opens in a new page or tab.
Order Shipment
Your order is dispatched in the days following the validation of the payment, from Monday to Friday.
Parcel preparation takes place each morning, from Monday to Friday.
We do not ship parcels on Saturdays, Sundays, public holidays and during company holidays, mentioned on the home page of the site.
Shipping Costs
France: As soon as your basket reaches 70€ including tax, the shipping costs are free in France. For any orders between 0 and 69€ including tax, the fixed contribution to the shipping costs depends on your choice of delivery (home, office, relay point, etc.). On some occasions, shipping costs are free regardless of the amount of your order.
Outside France: Delivery outside France is subject to carrier fees, the amount is calculated based on the weight of your order. There is no free shipping for international deliveries.
Returns & Damages on Delivery
We make every effort to ensure complete satisfaction and safe deliveries, however if you encounter a problem with our package, please contact us on 04 66 04 07 07 or by email: info@altearah.com.
In case of damage:
No claims can be made during the delivery process to the carrier. The customer should address any complaints to Altearah directly within 24 hours or receipt and before 12 pm noon: this complaint should include: a picture of the goods, picture of the damage, picture of the packaging, and picture of the shipping label. If any of these elements are not shared, the goods will be deemed delivered in good condition.
Withdrawal
In accordance with the law relating to distance purchasing (Legal and Administrative Information Department, Directorate General for Competition, Consumer Affairs and Fraud Prevention (DGCCRF)) verified on January 1, 2020, you have 14 days to change your mind and return your products.
Please take note of the relevant legal references by clicking here.