Delivery

Surprise ships all orders via Colissimo. The tracking number will be sent to you by email after Surprise ships your order.

Surprise makes every effort to deliver the Order within 2 to 10 working days from the Order and undertakes to ensure delivery is made within a maximum of 20 calendar days.

In the event of a delivery delay of more than 7 working days compared to the maximum delivery time mentioned above, the Customer may contact Surprise by email at [email protected] . An investigation will then be opened with La Poste to locate the package. The duration of this investigation can vary from 3 weeks to 1 month, depending on the period.

If the package is found, it will be immediately reshipped to the address indicated when ordering.

If the package is declared lost by La Poste, the Items will be reshipped (while stocks last) or refunded. No refund or return of the Items will be made before the investigation is closed.

Each delivery is deemed to have been made upon the package being made available to the Customer, in particular by the carrier, as evidenced by the control system used by the carrier.

If the package is damaged or if the Item does not correspond to the Customer's Order, the Customer must initiate the return procedure described in Article 10 below within 30 calendar days after shipment.

In the event of delivery of an Item that does not correspond to the Customer's Order, or of a defect related to transport, the Customer may return said Item to Surprise by following the procedure provided below.

This refund procedure is exclusive of any exchange, in order to save the Customer the time and modalities of exchange procedures which could present a major inconvenience for the latter.

In order to benefit from the reimbursement:

The Customer must, at the latest within 30 calendar days following the dispatch of his Order, contact Surprise by email who will send him a Return Slip. The return slip must be printed and included in the package to be returned; no return can be validated without it. Any claim made after this deadline cannot be accepted and Surprise will be released from all liability, Surprise will cover the return costs: to this end, Surprise will reimburse the Customer for the return costs at the same time as the reimbursement of the Order.

Any non-compliant return (without the return slip) will be rejected and Surprise will be released from all liability.

Once the returned Items have been checked, Surprise undertakes to reimburse the Customer as soon as possible and at the latest within thirty (30) calendar days following the date of receipt of the return package, to the Customer's bank account used for payment of the Items.