Shipping policy

Shipping and Deliveries

Deliveries are made to the address of your choice, as specified during the order process. It is your responsibility to provide us with all the exact details necessary for the proper delivery of your order.

Delivery Times

Any order placed between Monday and Friday will be shipped within 24 to 48 hours (unless otherwise stated).

The Seller undertakes to make its best efforts to deliver the products ordered by the Buyer within the timeframes indicated above. These timeframes are provided as estimates, and any delay shall not give rise to damages, withholding, or cancellation of the order by the Buyer. However, if the products ordered have not been delivered within 15 days after the indicated delivery date, for reasons other than force majeure, the sale may be canceled at the written request of either the Buyer or the Seller. The amounts paid by the Buyer will then be refunded without delay, excluding any compensation or withholding.

L’Or Vert Trading reserves the right to send your order via a carrier if the weight and volume of the order do not allow the transport method chosen by the customer.

Delivery Methods

L’Or Vert Trading offers 4 delivery methods for EU countries (Mondial Relay, Colissimo, UPS, and Chronopost) and 1 delivery method for International shipping.

You may, subject to prior notification by phone at +33(0)7.67.84.07.72, pick up your order directly at L’Or Vert Trading - Customer Service - 8a rue d'Oetrange - L5411 Canach, Luxembourg. However, if the pickup involves prepayment by credit card or bank transfer, identification matching the name of the payment issuer will be required at the store to collect your goods.

Deliveries are made to the address indicated in the order form, which must be within the agreed geographical area. The customer must ensure the completeness and accuracy of the information provided to L’Or Vert Trading, which cannot be held responsible for any input errors and their consequences in terms of delivery delays or mistakes. In this context, any costs incurred for the reshipment of the order will be fully borne by the customer.

L’Or Vert Trading cannot be held responsible for delivery delays caused by errors or disruptions attributable to carriers (such as strikes affecting postal services or transportation and communication networks).

Parcel Insurance

To benefit from the loss and damage insurance included in the shipping cost, you must open the package in the presence of the delivery person and check the condition of the goods at the time of receipt (damage, missing products compared to the delivery note, damaged package, broken products, etc.).

• For shipments via Mondial Relay, Colissimo, UPS, Chronopost: if the goods are damaged or incomplete, you must refuse the package and provide a written, signed explanation of the reasons to the delivery person.
• For shipments via a carrier: any issue regarding the delivery (damage, missing products compared to the delivery note, damaged package, broken products, etc.) must be noted on the delivery receipt in the form of "detailed and complete handwritten reservations," signed by the customer, and in the presence of the delivery person.

If you choose to refuse the goods upon delivery, in addition to the "handwritten reservations," you must request the carrier to return the package to its sender along with a "spoliation report" and keep a copy of this form.

The customer must also confirm the issue by sending the carrier a registered letter with acknowledgment of receipt detailing the claims within three business days following the delivery date.

Simultaneously, the customer must notify L’Or Vert Trading by sending a copy of this letter (with the original "spoliation report," if applicable) to L’Or Vert Trading - Claims Department - 8a rue d'Oetrange - L5411 Canach, Luxembourg, or by email at lorvert.trading@gmail.com within two business days. After this period, and if these formalities are not followed, no claim will be validly accepted by the Seller.

Lost Parcels: Report the delay to the seller as soon as the delivery deadline indicated in the order acknowledgment has passed. The seller will then conduct an investigation with the delivery service. Tracking a lost package may take up to 21 days. If you have not received your delivery after 31 days, you may request a refund, regardless of the reason.