Delivery Policy


1. Order Preparation

Orders are prepared and shipped within 1 to 3 business days after payment validation.

 

During peak periods (launches, promotions, events), this timeframe may be exceptionally extended.

 

2. Shipping Methods and Times

RASTELLI offers several shipping methods, provided by partner carriers.

 

Delivery times are indicative and may vary depending on the destination, period, or circumstances beyond our control (logistical delays, weather conditions, etc.).

A tracking number is provided to the customer as soon as the order is shipped.


 

 

3. Delivery Responsibility

 

RASTELLI remains responsible for the proper execution of the order until its delivery to the customer.

However, delays attributable to the carrier may occur and do not entitle the customer to an automatic refund.

In case of a delivery issue, an investigation may be opened with the carrier.

 

 

 

4. Unreceived Package

If a package is marked as delivered but has not been received, the customer must contact our customer service within 7 days.

An investigation will then be opened with the carrier.

No solution (reshipment or refund) can be offered before the closure of this investigation.

 

 

 

5. Lost Package

 

If the package is officially declared lost by the carrier, RASTELLI will offer the customer:

  • either a reshipment of the product
  • or a credit note

No immediate refund will be made without official confirmation of loss.

 

 

6. Damaged Package

The customer is required to check the condition of the package upon receipt.

 

In case of an anomaly (opened, damaged package, missing product), a claim must be made to the carrier within 3 days, then reported to RASTELLI with evidence (photos).

 

 


7. Delivery to Pickup Point / Locker

 

When delivery is made to a pickup point or locker, the customer is required to collect their package within the timeframe specified by the carrier.

In case of non-collection:


  • the package will be automatically returned to our warehouse
  • no refund will be made

After receiving the returned package and verifying its condition, a new shipment may be offered, subject to payment of new delivery fees.

 


 

 

8. Delivery Address

 

The customer is responsible for the information provided when ordering.

In case of an incorrect, incomplete, or erroneous address resulting in a package return:


  • no refund will be made
  • a reshipment may be offered after payment of new delivery fees

 

9. Package Refusal

In case of package refusal by the customer:

  • the package will be returned to RASTELLI
  • return and reshipment costs will remain at the customer's expense

No refund will be made.

10. Returns Due to Delivery Failure

Any package returned for the following reasons:

  • unclaimed
  • incorrect address
  • refused

will be treated as a logistical return.

After receipt and verification of the product, only a reshipment will be offered (costs at the customer's expense).

 

 

 

11. Force Majeure

RASTELLI cannot be held responsible in case of delay or impossibility of delivery due to a case of force majeure (strike, natural disaster, pandemic, logistical blockade, etc.).

 

 

 

12. Customer Service

 

For any questions regarding delivery, the customer can contact our customer service at the following address:

20 Rue Jacques Prévert- Beryl 2A 

Merignac - 33700

+ 33 6 65 78 34 56

sav@rastelliparis.fr