Politique d’expédition

1. Order Processing

Orders are reviewed for payment authorisation, address completeness, stock availability and fraud prevention before dispatch. Processing commonly takes 1–3 business days, excluding weekends and public holidays, but may take longer during peak periods or where an order requires clarification. Processing time is separate from the estimated 15–20-calendar-day transit period.

2. Free Standard Delivery

Standard delivery is free for every order. If an optional faster or specialised service is ever offered, its price and terms will be displayed before checkout. Free delivery does not reduce statutory delivery rights or permit undisclosed fees to be added after purchase.

3. Delivery Estimate

The standard estimate is 15–20 calendar days after dispatch. The date or period communicated before purchase and in the order confirmation is the applicable delivery commitment. If no delivery date or period is provided, mandatory French rules generally require delivery no later than 30 days after conclusion of the contract. Delivery estimates may be affected by carrier congestion, remote locations, customs procedures, public holidays, weather, industrial action, security events or force majeure.

4. Tracking

When tracking is available, it will be sent to the email address used at checkout. Tracking may take several days to activate or may not display every handover between carriers. A lack of scans does not necessarily mean that the parcel has stopped moving. Contact us if tracking shows no meaningful progress for an unusual period.

5. Multiple Parcels

Products may be dispatched from different fulfilment locations. An order may therefore arrive in more than one parcel and on different dates. Separate tracking numbers may be issued. You will not be charged additional standard delivery fees because we split an order.

6. Address Accuracy

Customers must provide a complete deliverable address, including apartment, building, access code and correct postal code. Contact us immediately if an address is wrong. We cannot guarantee a change after processing begins. If a parcel is returned or redirected because the customer supplied an incomplete or incorrect address, reasonable redelivery costs may be requested where permitted by law and disclosed before redelivery. This does not apply where the error was caused by us or the carrier.

7. Delivery and Risk

For consumer orders, risk generally passes when the customer or a nominated third party physically receives the goods. A carrier scan is evidence but may not be conclusive if the customer reasonably disputes receipt. We may ask the carrier to provide delivery evidence and may require a signed declaration for a lost-parcel investigation.

8. Late Delivery

If an order is late, contact info@cookinstores.shop with the order number. We will investigate with the carrier and provide available information. Where a binding delivery date has passed, French law may allow the consumer to require delivery within an additional reasonable period and then cancel if delivery still does not occur. In circumstances where the delivery date was an essential condition or the seller refuses delivery, cancellation may be available without an additional period. A refund following lawful cancellation for non-delivery will be made within the applicable statutory period, generally no later than 14 days after cancellation.

9. Lost Parcels

A parcel may be treated as lost when the carrier confirms loss or when tracking and the elapsed time reasonably support that conclusion. We may offer replacement or refund according to the customer’s legal rights and stock availability. Customers should check household members, neighbours, safe places and local collection points before reporting non-receipt, but doing so does not transfer carrier risk to the consumer.

10. Damaged Parcels

If the parcel or product is damaged, photograph the outer parcel, shipping label, internal protection and item before discarding packaging. Contact info@cookinstores.shop promptly. If possible, note visible damage with the carrier at delivery. Failure to do so does not automatically remove statutory rights. We may provide replacement, repair, refund or another lawful remedy depending on the circumstances.

11. Customs, Taxes and Cross-Border Fulfilment

Orders may be fulfilled through cross-border supply chains. Any taxes or charges collected by cookinstores.shop will be shown at checkout where applicable. If an unexpected customs or carrier charge is requested, do not pay it without first contacting us. We will explain whether the charge is legitimate and who is responsible under the order terms and applicable law.

12. Unclaimed or Refused Parcels

If a parcel is not collected or is refused without prior agreement, it may be returned to the fulfilment location. Contact us to determine whether redelivery or refund is available. Lawful return costs or loss in value may be deducted only where permitted and properly explained. Refusal alone is not the preferred method for exercising withdrawal; an explicit withdrawal notice should also be sent.

13. Contact

For tracking, address corrections, delays, damage or non-delivery, email info@cookinstores.shop. Include the order number, delivery address and relevant photographs or tracking details. We will never ask you to send a password or complete payment-card number by email.