Where can I receive my order?
Customers can register multiple delivery and invoicing addresses in the "My Account" section. They can then select one of these addresses when confirming orders.
Always choose an address where someone is available to collect the package.
The complete order is then delivered to the address specified by the customer when ordering.
How soon will I receive my order?
Except in exceptional circumstances (stocktaking, holidays, etc.) or in the event of other delays in the post, WEILL makes every effort to deliver customer orders within 5 working days in France and between 5 and 10 days to other countries but will not be held liable for any delay as this delivery time is only a guide.
Les frais de livraison pour un envoi par le transporteur Colissimo en France Métropolitaine vous sont offerts pour toute commande.
What are my shipping options?
The shipping costs are free of charge through Colissimo for any purchase in France.
The shipping costs for EU destination through Colissimo are 20 €
The shipping costs for the rest of the world through Colissimo are 50 €
The shipping costs through the courier Chronopost vary according the destination and the weight of your package.
Can I track the status of my order?
From the pickup of your package by our transporter, a link to track your order will be available in the section « My Orders » on our website. You will be able to track the status of your order.
How will I be informed if my order is missing one or more items?
In accordance with Article 7 of the General Terms and Conditions of Sale, WEILL cannot guarantee that orders will be delivered in full.
Should shortages be noted after order confirmation or during order preparation, the customer is sent an email as soon as possible informing him of the items that cannot be delivered.
The balance of the order can still be delivered as normal. If the shortages apply to the entire order, the customer is informed in the same way as above of cancellation of the order.
What is the refund process if part or all of my order is missing?
In the event of partial delivery or cancellation in full of an order because of shortages, and where payment has already been made by the customer, WEILL agrees to promptly refund the amount corresponding to the undelivered items to the bank card used to pay for the order.
The value date of the credited amount will depend on the customer's card agreement. In the event of problems with the value date, customers should check that WEILL has processed the refund and then contact their bank.
What must I do when the courier delivers my package?
Customer are strongly advised to inspect deliveries and record any reservations in the presence of the delivery person if the outer packaging has been tampered with or is damaged in any way.
The WEILL delivery note is attached to the package for this purpose. Any claims are to be made to LA POSTE, the French postal service, under the conditions it has specified.
What happens if I am not at home when the courier arrives?
The courier will leave a note with their contact details.
Either the courier will proceed to delivery the next day, or he will leave your package in the post office of your area. You will be inform by email. Please note that if you do not get your package in the post office within 10 working days, it will be send us back.
You will be contacted by the Client Services Department to see if you want the package to be delivered again or if you would like a refund.
What happens if I have received a faulty item?
We are committed to ensuring our customers receive quality products. So if you think that there is a fault with one of the items you have received, please contact our customer service team straight away.
We want to resolve any issues with faulty items without delay so please contact us as soon as possible.
Please give us as many details as possible about the order and the problem in question so that we can handle your query as quickly and efficiently as possible.
What happens if the item I have received is not what I ordered?
If you have received an incorrect item, please contact our customer service team without delay. They will do their best to sort this out for you within 48 hours.