Shipping policy
This Shipping Policy applies to orders accepted through franceandsona.shop. France and Son A provides free standard shipping on all orders. The standard estimated delivery time is 15-20 business days. This estimate is a planning range, not a guaranteed arrival date, and is subject to the conditions below and mandatory consumer law.
1. Shipping Cost
Standard shipping is free for every order. There is no minimum purchase threshold for the standard method. If the store offers an optional paid upgrade, appointment service, installation, room-of-choice delivery, haul-away, remote surcharge, or other additional service, its price and conditions are displayed before purchase. Choosing or declining an optional service does not change the free standard-shipping commitment.
A carrier or customs authority should not collect a standard freight charge already covered by the order. Separate import duties, taxes, brokerage, recycling fees, or other government-imposed amounts may still apply when clearly not included at checkout. Contact us before paying an unexpected carrier demand so we can verify it.
2. Processing and Delivery Estimate
The published 15-20 business-day estimate is measured from order confirmation and includes normal order processing, which is ordinarily one to three business days. Business days exclude Saturdays, Sundays, and statutory holidays at the processing or delivery location. Orders submitted after the daily cutoff begin processing on the next business day.
The estimate assumes payment approval, available stock, a complete deliverable address, no exceptional carrier interruption, and no required customer response. Special-order, preorder, remote, freight, regulated, personalized, or temporarily backordered products may have a different estimate when disclosed before checkout or communicated for customer approval.
3. Order Review
Before dispatch, we may verify payment, inventory, address format, product restrictions, fraud signals, and any compatibility or delivery details reasonably required. A verification request can pause processing. Customers should respond promptly and should not send passwords or full payment-card details. If verification cannot be completed, we may cancel the affected order and reverse or refund payment.
4. Shipping Confirmation and Tracking
When tracking is available, we send a shipping confirmation containing the carrier, tracking reference, or link. A label-created status means shipment information has been sent to the carrier and does not always mean the parcel has received its first physical scan. Scan frequency varies by carrier, route, service, customs process, and handoff partner.
Allow a reasonable period for the first scan and for updates between facilities. If tracking remains unchanged beyond the normal route pattern, contact us. We may ask the carrier to trace the parcel, verify the address, or wait through the carrier's required investigation window before a loss determination.
5. Multiple Parcels and Fulfilment Locations
Bulky, delicate, multi-carton, or differently sourced products may require protective freight handling, separate tracking, or a delivery appointment. Any delivery-boundary, access, inspection, signature, or assembly limitation must be shown accurately before the order is placed. An order confirmation may therefore produce several tracking numbers and delivery dates. A partial delivery does not mean the remaining item is missing when it has a separate shipment record. Shipping remains free even when we split an order for operational reasons.
Packing slips may identify a warehouse, supplier, logistics provider, or return location rather than the merchant's customer-contact address. Do not send a return to an address found on a parcel without authorization; approved return routing is governed by the Return and Refund Policy.
6. Address Accuracy
The customer must provide a complete and accurate recipient name, street number, unit, access code, city, state or jurisdiction, ZIP code, telephone number where needed by the carrier, and any lawful delivery instruction. We are not responsible for delay caused by an incomplete or incorrect address supplied by the customer, but we will make reasonable efforts to help.
Send an address-change request immediately. We cannot guarantee a change after fulfilment begins or a label is created. A carrier intercept, redirection, correction, storage, return, or re-delivery fee caused by customer-supplied information may be charged or deducted where the amount is actual, reasonable, disclosed, and permitted by law.
7. Address and Service Restrictions
Some carriers cannot deliver certain products to post-office boxes, rural routes, remote communities, military addresses, islands, or locations requiring restricted access. Oversized, hazardous, battery-powered, temperature-sensitive, or high-value items may have service limitations. If the selected address cannot be served, we will request an alternative or offer cancellation and refund.
8. Large, Heavy, or Scheduled Deliveries
Large or heavy goods may be delivered by freight or appointment carrier. The customer must provide safe access, accurate dimensions for doors, halls, stairs, elevators, turns, and loading areas, and any building booking or certificate requirements. Unless an upgraded service expressly includes it, standard delivery may be curbside, threshold, lobby, or another carrier-defined handoff.
Installation, unpacking, assembly, disconnection, haul-away, wall mounting, and removal of packaging are not included unless shown as purchased. The customer must ensure that old equipment is safely disconnected and the site is ready. A failed appointment caused by unsafe or unavailable access may result in a reasonable re-delivery charge where lawful.
9. Delivery Attempts and Pickup Points
A carrier may require a signature, safe-drop the parcel, leave a notice, contact the recipient, or direct it to a pickup point. The customer should monitor tracking and collect the parcel before the carrier deadline. Identification may be required. We cannot control the carrier's exact delivery time or guarantee that a request to call first will be followed.
If a parcel is returned as refused, unclaimed, inaccessible, or undeliverable, contact us. Re-delivery or refund is assessed under the Return and Refund Policy. Actual return or storage costs may be charged where the customer caused the return and law permits, but not when the failure resulted from our error or the carrier's confirmed error.
10. Delivered but Not Received
If tracking shows delivered but the parcel is not found, check the property, household or building members, concierge, mailroom, safe place, nearby door, and carrier notice. Confirm that the order address is correct. Contact us promptly so we can request delivery coordinates, photograph, signature, driver review, or other carrier evidence.
A delivered scan is relevant but not always conclusive. We assess the address, carrier evidence, customer report, account history, and fraud indicators. We may require a signed statement or police report only when reasonable for the value and circumstances. A valid claim may be resolved by replacement or refund, subject to legal rights and stock.
11. Delays and FTC Shipping Requirements
We provide a shipment and delivery estimate in good faith based on inventory, processing, carrier, and destination information. Under the FTC Mail, Internet, or Telephone Order Merchandise Rule, a seller must have a reasonable basis for the stated or implied shipment time. If no clear shipment time is stated, the Rule generally requires a reasonable basis to ship within 30 days.
If we cannot ship within the promised time, we provide a legally compliant delay notice, a revised shipment date where reasonably supportable, and the choice to consent to the delay or cancel for a full and prompt refund. Additional or indefinite delays may require affirmative consent. A Rule-required refund generally must be made within seven working days after cancellation, or within one billing cycle only when the seller itself is the creditor. We do not substitute store credit for a required refund.
Carrier weather, natural disasters, public emergencies, labor disruptions, customs review, security events, address problems, and other circumstances may affect transit after shipment. We will communicate material known delays and work with the carrier, but we do not promise a guaranteed delivery date unless the checkout expressly says so. The advertised 15-20 business-day estimate must be supported by the merchant's actual operations before publication.
12. Lost Parcels
A parcel is treated as lost when the carrier confirms loss or when the route and investigation support that conclusion. Carrier investigations commonly require a waiting period, address confirmation, recipient statement, and review of scans. Customers must cooperate reasonably and must not seek duplicate recovery through simultaneous refund, replacement, insurance, and chargeback claims.
When loss is confirmed and the customer is not responsible, we will offer an appropriate replacement or refund. If a parcel later arrives after a refund or replacement, the customer must notify us so we can provide a prepaid return or another reasonable arrangement.
13. Damaged Parcels
Photograph visible carton damage before opening when safe, then document the internal packaging and product. Keep all materials and contact us promptly, preferably within seven calendar days. Do not operate an item that may be unsafe. We may coordinate inspection, replacement, part supply, return, refund, or a carrier claim under the Return and Refund Policy.
14. Customs and Cross-Border Movement
Some fulfilment routes may cross a border. Customs authorities may inspect, delay, open, or assess a parcel. Customers must not request false values or descriptions. Where duties or taxes are shown as included, we bear the included amount. Where checkout clearly states that import charges are not included, the recipient is responsible for lawful charges assessed by the destination authority.
Refusing a parcel solely to avoid a disclosed import charge may result in actual return or brokerage costs being deducted from an otherwise eligible refund, where permitted. If an unexpected charge appears inconsistent with checkout, contact us before payment so we can review the shipping terms and documents.
15. Risk, Title, and Carrier Responsibility
We remain responsible for fulfilling the merchant's delivery obligations and do not require a customer to pursue a carrier alone for a valid seller responsibility. Risk of accidental loss or damage transfers upon delivery to the customer or an authorized recipient, subject to mandatory law and any separate written term.
If the customer independently selects a carrier not offered by us, risk may transfer when the goods are handed to that carrier where law permits. Carrier limits do not reduce a consumer remedy against the merchant when the law places responsibility on the merchant.
16. Preorders, Backorders, and Product-Specific Timing
A preorder or backorder page may state an expected release or dispatch period. Those estimates depend on production and supply. If timing changes materially, we will provide available information and, where required, an option to continue waiting or cancel. We do not charge or hold funds longer than permitted by the payment method and law.
17. Contact
For tracking, address, damage, delay, loss, or delivery questions, email leroux.annamarie@gmail.com with the order number and relevant photographs or tracking details. Never send a return until the store provides instructions. We aim to acknowledge ordinary shipping inquiries within two business days.
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