General Terms and Conditions of Sale

Article 1 – General Terms 

These general terms and conditions of sale govern the sale of products presented on the website www.celine-opticien-lunetier.fr
Céline Roland Opticien Lunetier reserves the right to modify these general terms and conditions of sale, it being specified that the new general terms and conditions of sale will only take effect for orders placed after the publication of the new terms.

Céline Roland Opticien Lunetier reserves the right to modify its prices at any time but undertakes to apply the rates in force that were indicated to you at the time of your order.

The profession of optician is governed by a regulated profession under the law.
The Céline Roland Opticien Lunetier online sales service is managed by a qualified optician. Customers may contact a Céline Roland Opticien Lunetier advisor for any useful information or to submit a complaint via the online contact form available on the website www.celine-opticien-lunetier.fr, or by post at the following address:

SAS OCR
6 Rue du Stade
68400 Riedisheim
France

Article 2 – Offer

The products presented on the website www.celine-opticien-lunetier.fr are described in French as precisely as possible.

The photographs representing the products are for illustrative purposes only and alterations may occur due to their reproduction on the Céline Roland Opticien Lunetier website.

Should an error occur, the customer may benefit from the warranties set out in Article 7 or exercise their right of withdrawal under the conditions of Article 8.

Clause relating to the post-order promotional code – Loyalty reward As part of its loyalty policy, CELINE ROLAND OPTICIEN LUNETIER may grant certain customers, following the validation of an order, a post-order promotional code issued free of charge as a token of appreciation for their loyalty and trust in the brand. This code is strictly personal, non-transferable, single-use, and exclusively valid for any order with a minimum value of €190 incl. VAT, on a selection of products from our largest partner brands. Use of the code is only possible on products from eligible brands. Conversely, the presence in the cart of one or more items from excluded brands automatically makes it impossible to apply the code, without a detailed error message specifying the brands concerned being required. The following brands are expressly excluded from the application of this code (non-exhaustive list, subject to change without notice): Ray-Ban, Persol, Oakley, Vogue Eyewear, Alain Mikli, Oliver Peoples, Emporio Armani, Giorgio Armani, Prada, Linea Rossa, Dolce & Gabbana, Burberry, Michael Kors, Miu Miu, Tiffany & Co., Versace, Valentino. This code cannot be exchanged, refunded, or converted into cash. It cannot be applied retroactively to a previous order, nor combined with other ongoing promotional offers or codes. CELINE ROLAND OPTICIEN LUNETIER reserves the right to modify at any time, without prior notice, the conditions of allocation, eligibility, validity, or use of the post-order promotional code. The benefit of this advantage does not constitute an acquired right for the customer under any circumstances. Use of this code implies full and unconditional acceptance of these terms and conditions.

Article 3 – Order

3.1 – Product orders are placed exclusively on the website www.celine-opticien-lunetier.fr and are delivered to the customer's home or to the address they have provided during the ordering process.

3.2 – Prior to placing any order, the customer certifies:

- be a legally capable natural person aged at least eighteen (18) years;
- be the holder of or duly authorized to use the payment card used to settle the total amount of the order; it being specified that said payment card provides access to sufficient funds to cover the total amount of the order.

When ordering corrective contact lenses, the customer certifies, by placing their order, that they are in possession of a valid medical prescription for the corrective contact lenses ordered, issued by an ophthalmologist and valid on the date the order payment is validated.
The customer is reminded that the first supply of corrective contact lenses requires medical supervision. The supply of corrective contact lenses on the website www.celine-opticien-lunetier.fr may only take place after an adaptation carried out by the customer's ophthalmologist and the issuance by them of an appropriate medical prescription.

Payment in 3 or 4 installments: by these presents, the customer accepts the Oney legal terms and conditions accessible here: https://f.hubspotusercontent00.net/hubfs/508350/ONEY/cgv-payplug-oney.pdf

Article 4 – Pricing

4.1 – The prices of products sold on the website www.celine-opticien-lunetier.fr are listed in euros (€) inclusive of all applicable French taxes and take into account the value-added tax (VAT) in force on the date the customer's payment is validated.
Céline Roland Opticien Lunetier reserves the right to modify the prices of products sold on the website www.celine-opticien-lunetier.fr at any time and without prior notice; it being understood, however, that the applicable price of products sold on the website www.celine-opticien-lunetier.fr is the price shown on said website on the date the customer's payment is validated. The prices of products sold on the website www.celine-opticien-lunetier.fr are exclusive of delivery charges.

4.2 – Orders delivered to the customer's home or to the address provided by the customer during the ordering process, in accordance with Article 3, are payable immediately.

The following payment methods are accepted on the website www.celine-opticien-lunetier.fr:

• Credit card: We accept credit card payments processed via the secure server of our partner Payplug.
  
• American Express: We accept American Express payments processed through the secure server of our partner Payplug.
  
• Apple Pay: Apple users can enjoy the simplicity and security of Apple Pay to pay for their purchases via the secure server of our partner Payplug.
  
• Oney: Oney is a payment service that allows you to benefit from payment facilities via the secure server of our partner Payplug. You can choose this option when placing your order. (Payment in 3 or 4 installments)
  
• Bancontact: If you are in Belgium, you can use the Bancontact payment system to pay for your online purchases in a secure and convenient manner via the secure server of our partner Payplug.
  
• Cryptocurrencies: We also accept cryptocurrency payments, offering a modern and secure alternative. You can make your payment in Bitcoin, Ethereum, or any other accepted cryptocurrency.
  

Please note that all our transactions are secured and that we do not retain any sensitive information related to your payment method.

4.3 - No refund method other than the one used at the time of the order will be accepted.

For certain payment methods, we may ask you to provide a copy of your identity document or proof of address in order to validate your order.

The bank account of the holder of the payment card used by the customer to pay for the order will be debited from the time the order is confirmed.

4.4 - Payments are processed through the secure 3DS system, which uses the SSL (Secure Socket Layer) protocol, so that the information transmitted by the customer is encrypted by software and no third party can access it during transmission over the network.

Credit card data is only used for the purpose of completing the transaction. For any order placed on the website www.celine-opticien-lunetier.fr, following validation of the payment by the customer, the latter will receive an invoice by email.

4.5 - Céline Roland Opticien Lunetier reserves the right to cancel any order with a value of €0 or at a loss, following a technical error.

4.6 - The prices displayed on the website www.celine-opticien-lunetier.fr are exclusive online prices. As such, prices at our points of sale may be higher.

Article 5 – Product Unavailability

If a product you have ordered is ultimately unavailable, we undertake to take the following steps by email within 15 days of your order being validated:

• Inform you of the availability timeframe: We will keep you informed of the expected time for the product to become available again. You will then be able to decide whether to keep your order as is while waiting for the product to arrive.
  
• Offer you a similar product: We will offer you a similar product that meets your needs and is offered at a similar price. You will therefore be able to choose to replace the originally ordered product with a comparable alternative.
  
• Refund: If none of the above options is suitable, we will refund the amount of your order. You will receive a full refund of the payment made within 14 days.

Article 6 – Delivery

6.1 – Products sold on the website www.celine-opticien-lunetier.fr are delivered within France and internationally.
Ordered products are delivered to the customer's home or to the address provided by the customer during the ordering process. Delivery is carried out by Chronopost, DHL, or partner carriers.

* In France, our delivery rate is set at €12. Free delivery to a pickup point is available from €90 of purchases in France.

A tracking number is assigned to the customer's parcel, allowing them to track the delivery process of their order.
The customer will be informed by email of the dispatch of the product(s).

6.2 – Delivery of ordered products to the customer's home or to the address indicated by the customer during the order process is subject to a delivery charge.

* An address change for a parcel already dispatched will incur a fee of €6.

6.3 – Delivery times are not defined in a specific manner and may vary depending on circumstances. The customer will be informed of the estimated delivery time at the time of order confirmation.
In the event of a delivery delay of more than seven (7) days, and except in cases of force majeure, the customer will have the option, within sixty (60) days from the expiry of the aforementioned seven (7)-day period, to request cancellation of their order by sending a registered letter with acknowledgment of receipt to SAS OCR. This applies only if the parcel has not yet been dispatched.
In the event of cancellation of the sale under the aforementioned conditions, the customer will be refunded in accordance with Article 10 below.
Céline Roland Opticien Lunetier reserves the right to split shipments into multiple parcels when the customer orders several products at the same time and those products have different delivery dates.
The delivery date of the order is deemed to be the date of the last delivery, it being understood that the flat-rate delivery charges (Article 6.2 above) will only be invoiced once.

6.4 – Shipping: Instructions to follow for receiving and inspecting the parcel:

Please follow these instructions in order to be able to benefit from any possible recourse:

1 - If the packaging is in good condition, accept the parcel.

Check the contents of the package as soon as possible, in the presence of the carrier if possible, otherwise immediately after their departure. If one or more items are damaged, you must notify us within (48) hours by email at the following address: contact@celine-opticien-lunetier.fr or via the contact form. In addition, send a registered letter with acknowledgment of receipt to the carrier within (48) hours, specifying your contact details, the parcel number, the delivery circumstances, the reservations noted on the delivery note, as well as the damaged items and their value. If you do not complete these steps, your options for subsequent recourse may be limited or even impossible. Also keep the packaging (the parcel) in order to provide proof of any potential shipping issue if necessary.

2 - If the packaging is slightly damaged, indicate reservations and accept the parcel.

If the package shows minor damage, please note precise and detailed reservations on the delivery note. Use the mention "DAMAGE" followed by a precise description of the damage observed. The mention "subject to unpacking" has no legal value.

Check the contents of the parcel as soon as possible, in the presence of the carrier if possible, or immediately after their departure. If one or more items are damaged, you must notify us within 48 hours by email at the following address: contact@celine-opticien-lunetier.fr or via the contact form. In addition, send a registered letter with acknowledgment of receipt to the carrier within 48 hours, specifying your contact details, the transport reference, the reservations noted on the delivery note, the circumstances, as well as the damaged items and their value. If you do not take these steps, your options for subsequent recourse may be limited or even impossible. Keep the packaging (the parcel) in order to provide proof of the transport issue if needed and to support your reservations.

3 - If the packaging is severely damaged or has been opened, do not open it and refuse the delivery.

If the parcel shows crushing, cuts, is wet, or is open and the adhesive is not the original one, unless you are certain that the items are in perfect condition, do not open it and refuse it! Please contact us as quickly as possible by phone at 03 67 26 73 13, by email at the following address: contact@celine-opticien-lunetier.fr or via the contact form.

If you place an order on our website and it is delivered outside Metropolitan France, please note that it may be subject to taxes and customs duties once the parcel reaches its destination. Any such customs fees and taxes are your responsibility.

OPENING A DISPUTE FILE FOR A PARCEL NOT RECEIVED OR DELIVERY FAILURE:

Dispute for non-receipt of parcel or delivery failure

In accordance with Articles L.216-1 to L.216-3 of the French Consumer Code, any consumer who has placed an order has the right to report a delivery failure or non-receipt within the applicable legal timeframes.

Claim timeframes

To ensure your claim is processed, it must be submitted within the following timeframes:

• 3 business days for domestic delivery,
  
• 21 calendar days for international delivery.
  

For any dispute relating to an order indicated as "delivered" in a country outside the European Union, the buyer must file an official complaint with the competent French Embassy. This complaint must be filed before a claim can be opened with the shipping company and before any request is addressed to the seller.

Any claim must be submitted in writing to the following email address: contact@celine-opticien-lunetier.fr. This ensures compliance with Article L.111-1 of the French Consumer Code regarding the traceability of exchanges.

Conditions for valid reservations

For your reservations to be admissible in accordance with the legal provisions, they must:

• Be issued at the time of delivery, in accordance with Article L.133-3 of the French Commercial Code,
  
• Be precise, complete, dated, and signed,
  
• Be recorded on the carrier's delivery sign-off sheet.
  

Non-receipt declaration

A non-receipt declaration must be completed to open a case. To obtain this document, please contact our customer service at the address mentioned above. This declaration must be signed to be deemed valid, in accordance with Article 1376 of the French Civil Code.

Required supporting documents

To enable the processing of your file, we ask you to attach the following documents in PDF format:

1. The order invoice, in accordance with Article L.121-17 of the French Consumer Code,
   
2. The photographs supporting the dispute,
   
3. A police report filed with the Police or the Gendarmerie, including the official stamp of the law enforcement authorities, in accordance with the regulatory requirements for reporting damage.
   

Claims processing

In accordance with Article L.133-4 of the French Commercial Code, any omission or missing document in the file will result in a refusal to process the claim. No incomplete file can be processed.

We thank you for your understanding and remain available by phone for any further assistance.

Customs fees and returns policy

The customer is responsible for paying all applicable customs duties and taxes related to the importation of products, directly to the competent authorities in their country (customs). Any return shipping costs, if applicable, also remain the customer's responsibility and will be deducted from the refund.

Return fees

If your parcel is returned to our premises, it means that you have not accepted or collected your parcel. In this case, additional charges will apply: in France, a surcharge of 9 euros will be added to the delivery costs. In Europe, this surcharge will be 20 euros, and internationally, a surcharge of 45 euros will be added to the delivery costs.

Return costs and customer liability

All returns are made under the sole responsibility of the customer, both logistically and financially. Under no circumstances will return shipping costs be covered, refunded, or advanced by SAS OCR, regardless of the reason for the return or the circumstances. The customer is solely responsible for choosing the carrier and the shipping method. It is the customer's responsibility to opt for a delivery service with a tracking number and signature upon delivery, in order to ensure traceability and proper receipt of the parcel. Any returned parcel remains in the customer's custody until it is effectively received at our premises. In the event of loss, theft, damage, or non-delivery of the parcel, no refund or exchange will be granted. The mandatory return address is as follows:

SAS OCR 19 Avenue de Hollande 68110 ILLZACH – FRANCE

Any parcel returned to a different address or without following the procedure described in the return form will neither be processed nor refunded. It is essential to retain proof of postage as well as the tracking number until written confirmation of the return has been received from our customer service.

Express delivery

The express delivery timeframe applies from the date of dispatch of the order and not from its validation or payment date. The announced timeframe begins only once the order has been prepared, handed over to the carrier, and a shipping confirmation has been sent to the customer. Order preparation times remain separate from express delivery times and may vary depending on product availability and logistics activity.

Article 7 – Warranties

All products sold on the website www.celine-opticien-lunetier.fr benefit from legal warranties against hidden defects and non-conformity, as provided by:

- The Civil Code and in particular the following articles:

Article 1641: "The seller is bound by the warranty for hidden defects in the item sold which render it unfit for the purpose for which it was intended, or which so impair that purpose that the buyer would not have purchased it, or would have paid a lower price for it, had they been aware of them."

Article 1648, paragraph 1: « The action resulting from latent defects must be brought by the buyer within two years of the discovery of the defect. »

- The Consumer Code and in particular the following articles:

Article L211-4: « The seller is required to deliver goods that conform to the contract and is liable for any lack of conformity existing at the time of delivery. The seller is also liable for any lack of conformity resulting from the packaging, the assembly instructions, or the installation when the latter has been made their responsibility under the contract or has been carried out under their supervision. »

Article L211-5: "To conform to the contract, the goods must:

1° Be fit for the purpose normally expected of similar goods and, where applicable:

- correspond to the description given by the seller and possess the qualities that the seller has presented to the buyer in the form of a sample or model;
- present the qualities that a buyer may legitimately expect in light of the public statements made by the seller, the manufacturer, or their representative, particularly in advertising or labeling;

2° Or present the characteristics agreed upon by both parties, or be suitable for any special use sought by the buyer, brought to the seller's attention and accepted by the latter. »

Article L211-12: "The action resulting from a lack of conformity shall be time-barred after two years from the delivery of the goods."

Article L211-16: When the buyer requests the seller, during the course of the commercial warranty granted at the time of purchase or repair of a movable item, to carry out a repair covered by the warranty, any period of immobilization of at least seven days shall be added to the remaining warranty period. This period runs from the buyer's request for intervention or from the time the item is made available for repair, if that availability is subsequent to the request for intervention.

The aforementioned warranties do not apply to products that have been modified or repaired in any way and by any person other than the product's supplier.

In application of the foregoing provisions, defective, damaged, or non-conforming products may be replaced or refunded, subject to stock availability, after return of the product(s) under the conditions defined in Article 9 below.

In the event that the ordered product(s) cannot be replaced, the customer may return the said product(s) and be refunded the price paid, under the conditions defined in Articles 9 and 10 below.

The provisions of this article apply, without prejudice to the legal warranties, only provided that the customer identified the defect at the time of delivery of the product(s) and informed the Céline Roland Opticien Lunetier customer service department thereof, under the conditions set out below.

Any request by the customer under the statutory warranty of conformity provided for in Articles L.211-4 et seq. Of the Consumer Code, or the warranty against defects in the item sold within the meaning of Article 1641 of the Civil Code, must be submitted to the Céline Roland Opticien Lunetier customer service department, whose contact details are indicated in Article 1, or by post.

The warranty covers:

• manufacturing defects
• hidden defects
  

The warranty does not cover:

• scratches, breakage
• damage caused by the intervention of a third party outside of a Céline Roland Opticien Lunetier after-sales service optician
• damage caused by an accident or impact
• damage caused by improper use

We can repair your glasses provided you return them to us at your own expense.

We will assess the damage and provide a repair quote.

Article 8 – Right of Withdrawal

The customer has a 14-day right of withdrawal from the date of receipt of the order.

The customer must inform Céline Roland Opticien Lunetier of their intention to withdraw by returning the product(s), in accordance with the conditions of Article 9 below, in order to obtain a refund of their order pursuant to Article 10 below.

This article applies exclusively to products sold online in accordance with Article 3.

Since the reservation is not accompanied by a purchase obligation, this article does not apply to products reserved in accordance with Article 11.

However, in accordance with Article L121-21-8:

"The right of withdrawal cannot be exercised for contracts for the supply of goods made to the consumer's specifications or clearly personalized."

No exchange or refund can be made on vision-corrective equipment.

A security tag is placed on all eyewear; no withdrawal will be possible if the security tag has been removed.

Céline Roland Opticien Lunetier reserves the right to refuse to make a delivery or process an order due to technical issues related to the operation of the website, including IT issues. In such cases, we will be required to cancel the order and fully refund any funds already paid. You will receive a confirmation email to notify you.

Please note that if you cancel an order when the product is already ready for dispatch, a preparation fee of €15 will be charged to you.

Article 9 – Returns

For any return request, we invite you to proceed exclusively through our website by completing the dedicated form:

? REQUEST A RETURN

This form allows you to submit the necessary information, as well as the requested photographs for the review of your return. Once completed, our team will proceed with an authenticity verification of the item before any final approval.

You can track your return directly through this same form.

If the status of your request shows "Awaiting receipt of the parcel at our premises", this means the return has been pre-approved. After receipt and inspection of the product by our teams, we will confirm your definitive eligibility for the return.

To speed up the processing of your request, we kindly ask you to indicate in the comments the serial number of your frame, located on one of the temples or on the bridge. This number is a combination of digits and letters engraved into the frame. Please note: this is not the model reference, which is also present on the temples.

We also draw your attention to the fact that we reserve the right to refuse a return in the following cases:

– if the product shows damage not visible in the photographs submitted,

– if authenticity cannot be verified,

– or if the return conditions are not met.

Under no circumstances does a pre-approval for return constitute an agreement for reimbursement.

The customer is responsible in the event of depreciation of the product resulting from handling other than that necessary to establish the nature, characteristics, and proper functioning of the product.

If a customer returns a product that does not meet the above conditions, or that is damaged, incomplete, deteriorated compared to its original condition, or different from the original order, said product will not be refunded.

Please note that no refund will be issued for a frame fitted to your prescription or a model from which the security tag has been removed.

If you refuse delivery of your parcel or if it is returned to us for any reason, we will charge you the return shipping costs.

* Frames and lenses fitted to prescription do not carry a security tag, as they are non-refundable.

Return and Refund Conditions: Unclaimed returns within 14 days of receipt of the product will be fully refunded for the amount of the eyewear. However, shipping costs will be deducted as follows:

For a pickup point delivery: €6.00 will be deducted from the refund. For a home delivery: €12 will be deducted from the refund.

These fees will be automatically deducted from the refunded amount.

If the security tag is detached from the eyewear upon return, we will not be able to process the refund.

For international returns, the customer must indicate that it is a sender's return. Failure to comply with this procedure will result in the parcel being refused and returned to the sender.

Return fees

If your parcel is returned to our premises, it means that you have not accepted or collected your parcel. In this case, additional charges will apply: in France, a surcharge of 9 euros will be added to the delivery costs. In Europe, this surcharge will be 20 euros, and internationally, a surcharge of 45 euros will be added to the delivery costs. (Switzerland, Norway, and the UK are considered international.)

For any delivery to Corsica, a surcharge of €25.60 applies to standard shipping costs and a surcharge of €22.60 applies to Chrono 18 shipping costs.

Important:

return policy for Ray-Ban Meta models Please note that Ray-Ban Meta models, including the Headliner, Wayfarer, and Skyler models, are neither returnable, nor exchangeable, nor refundable. We invite you to carefully check your selection before finalizing your purchase, to ensure it fully meets your expectations.

The returns policy for all Oakley Meta models states that they are non-returnable, non-exchangeable, and non-refundable. We therefore invite you to carefully check your selection before finalizing your purchase to ensure it fully meets your expectations.

Important: Any return of eyewear where the product or accessories (case, cleaning cloth, etc.) are damaged, scuffed, scratched, soiled, or deteriorated will be subject to a flat-rate deduction of €10 from the refund.

Article 10 – Refund

Refunds for products are processed within a maximum of fourteen (14) days from receipt, by Céline Roland Opticien Lunetier, of the return form accompanied by the returned product(s) in accordance with Article 9 above.

The refund is processed using the same payment method as the one used by the customer to pay for their order.

No refund will be issued to a payment method other than the one used at the time of payment.

Orders paid with a gift card are neither exchangeable nor refundable.

Gift cards cannot under any circumstances be refunded, even partially.

Article 11 – Reservation

11.1 – As a reservation does not constitute a purchase act and is not accompanied by an obligation to purchase, the in-store purchase by the customer of the reserved product(s) will take place after a quote has been established in-store.

The reservation does not take into account any agreements your optician may have entered into with your supplementary health insurance or mutual insurance provider. Depending on these agreements, your optician may be able to offer you a more suitable option in store.

Article 12 – Liability

Products sold on the website www.celine-opticien-lunetier.fr comply with French regulations.

It is the customer's responsibility to comply with the applicable regulations when using the product(s) in a country other than France.

Article 13 – Intellectual Property

All elements appearing on the website www.celine-opticien-lunetier.fr, whether visual or audio, including the underlying technology, as well as the texts, trademarks, logos, designs, and models appearing on the site, are protected by copyright, trademarks, or patents.

Any reproduction or representation, in whole or in part, of the elements appearing on the website www.celine-opticien-lunetier.fr is strictly prohibited.

Céline Roland Opticien Lunetier holds and retains all exclusive intellectual property rights over all elements of the site www.celine-opticien-lunetier.fr. No person is authorized to reproduce, exploit, redistribute, or use, even partially, the elements of the site, whether of a software, textual, visual, or audio nature, without the express authorization of Céline Roland Opticien Lunetier. However, hyperlinks or similar links pointing to the site are permitted without requiring specific requests.

Article 14 – Personal Data

Data related to completed transactions, including medical data, will not be retained for a period exceeding 5 years.

An irregular declaration or anomaly may also be subject to specific processing.

In accordance with the French Data Protection Act (loi Informatique et Libertés) of January 6, 1978, the customer has the right, at any time, to access, rectify, and object to all of their personal data by writing, by post and proving their identity, to:

SAS OCR
6 Rue du Stade,
68400 Riedisheim

We use Review Collect, a review management tool from REVCOL TECHNOLOGY LLC, to collect your post-purchase feedback (by email, SMS, or WhatsApp) and allow you to rate our services on Trustpilot.

Your data (name, email, phone number, order date and number) are processed on the basis of our legitimate interest (Art. 6(1)(f) GDPR) and are automatically deleted 2 months after your purchase. They are stored in the EU/EEA and are not transferred outside this area.

You may object to this processing at any time by contacting our data controller. For more information: https://www.review-collect.com/privacy-policy

Article 15 – Dispute Resolution

These general terms and conditions of sale are governed by French law.

Unless an amicable agreement is reached between the parties, the French courts of the claimant's domicile shall have sole jurisdiction in the event of a dispute.

For any claim, please contact customer service by email at the following address: contact@celine-opticien-lunetier.fr within 48 hours of receiving the parcel.

Article 16 – Anti-Fraud Controls

Céline Roland Opticien Lunetier reserves the right to verify orders validated on its website in order to prevent any fraudulent activity. In certain situations, for example when an order shows an IP address or delivery address different from the billing address, our teams may contact both parties involved: the person linked to the billing address and the person indicated for the delivery address.

As part of these procedures, our services may ask you to provide the necessary supporting documents to release your order, such as proof of address in your name, a copy of your identity document, as well as proof of address in the name of the person indicated for the delivery address, etc. All such requests will be sent by email.

Article 17 – Mediation

Any consumer customer has the right to refer, free of charge, to a consumer mediator with a view to the amicable resolution of disputes of a contractual nature relating to the performance of a contract for the supply of goods or services. Useful information for implementing mediation is available on the website www.economie.gouv.fr/mediation-conso.

In the event of a dispute between the professional and the consumer, both parties will endeavor to find an amicable solution. Failing an amicable agreement, the consumer has the option of referring the matter free of charge to the consumer mediator with jurisdiction over the professional, namely the MCCA (Médiation du Commerce Coopératif Associé).

You may contact the MCCA at the following address:
Médiateur du Commerce Coopératif et Associé
FCA 77 rue de Lourmel 75015 Paris

You will find more information on the mediator's website: www.mcca-mediation.fr

Link to the online dispute resolution platform:
https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show

Article 18 – After-Sales Service

The return of your eyewear to our premises is at the customer's expense, as is the shipping from our premises to your home.
Some after-sales services may be subject to additional charges, particularly in the event of breakage of your eyewear or if they are no longer covered by the warranty.