Questions about managing your order? His delivery? The solutions in case of glitches?
You will find many answers on this page (hereinafter the “ Delivery & Returns Conditions ”).
A little legal note
These Delivery & Returns Conditions are an integral part of the General Conditions , and are therefore applicable in the context of the sales contract concluded between the Customer of the Shop (hereinafter " you ") and Xilam Animation (hereinafter " Xilam "). or " we ").
Without contrary definition provided on this page, the terms beginning with a capital letter have the same definition as that provided for in the General Conditions .
When you place an order on the Shop, you will tick a box by which you acknowledge having read and accepted these Conditions of Delivery & Returns.
This is why we advise you to read them carefully.
How is your order prepared and shipped?
We only ship orders to the European Union, United Kingdom and Switzerland . These restrictions will also be notified before ordering.
Orders are prepared within 72 hours of your order (excluding Saturdays, Sundays and public holidays in France).
During periods of high activity such as the Christmas period, this preparation time is likely to be exceptionally extended and will be indicated on our Shop.
Your order will be shipped on the Tuesday or Thursday following the finalization of its preparation.
How to know the amount of the delivery costs?
It is during the finalization of your basket that you will be indicated the exact amount of the delivery costs applicable to your order.
For delivery outside the European Union, customs fees may be applied and will be at your expense.
When and how will your order be delivered?
Your order will be delivered:
- To France (including DROM-COM): via the transport company La Poste (Colissimo),
- For destinations other than France: through the transport company La Poste (Colissimo) or the transport company Delivengo.
A tracking number will be sent to you by email at the time of shipment, which will allow you to know the location of your package at any time.
If you are in mainland France, you will receive your package a maximum of 6 working days after your order.
If you live elsewhere, the deadlines can be extended up to 9 working days after your order.
How do I buy a gift card and spend it on the Shop?
We offer gift cards for a specific amount (€20, €50 or €100) on the Shop (the “Xilam Shop Gift Card”).
Once your Xilam Shop Gift Card order has been validated, you will automatically receive by email a unique code linked to this Xilam Shop Gift Card.
If you want to offer this Xilam Shop Gift Card to someone, you just have to communicate this unique code to this person.
A Xilam Shop Gift Card is valid for 1 year from the date of purchase, and can be used as follows:
- A Xilam Shop Gift Card can only be used to make purchases on our Shop.
- You can spend a Xilam Shop Gift Card on more than one order if the balance of this Xilam Shop Gift Card is sufficient. To check the amount of the balance of a Xilam Shop Gift Card, simply click on the button "View the balance of the gift card" that you will find in the email containing the code linked to this Xilam Gift Card Shop.
To spend a Xilam Shop Gift Card, simply enter the unique code in the dedicated field at the time of payment. The amount of this Xilam Shop Gift Card will then be deducted from the total amount of your order, taxes and delivery costs included.
If the amount available on the Xilam Shop Gift Card is less than the total amount of your order, you will be prompted to choose a second payment method to pay the balance and thus finalize your order.
What happens if a Product you ordered is no longer in stock?
It may exceptionally happen that a Product is no longer in stock when you ordered it.
We will then refund you the price of the Product concerned and its delivery costs under the conditions specified in the paragraph “When and how will the refund be made?” " below.
What if you change your mind about your order?
You have the right to change your mind and return to us the Product(s) that you do not wish to keep. This is what is called in legal language "the right of withdrawal".
This change of mind is free of charge, without penalty, except for the cost of returning the Product that you will send back to us.
The only exception is for personalized Products, which unfortunately cannot be returned (see the “What to do if a personalized Product does not meet your expectations” paragraph below for further explanation).
To change your mind, you have 14 days from the date of receipt of your order.
You will find more details on the applicable deadline in paragraph 2.8 of the General Conditions.
Within this 14-day period, here are the steps you will have to take:
1. Send us an email at help.shop@xilam.com , indicating in the body of the email:
- The reference of the Product(s) concerned,
- By stating that you have changed your mind and wish to return them to us – no need to explain why.
2. Return the Product(s) concerned in accordance with the conditions of the paragraph "Which address should I use to return a Product to us?" " below.
For your return of a Product to be accepted, we specify that the Product must be in the same condition as you received it, without having been worn or used, in its original packaging and with its original label on optionally.
After review by us, we will determine if your request meets the above return conditions.
If this is the case, we will proceed with the reimbursement under the conditions set out below.
This refund does not include the return postage you will pay to return the Product.
You can also change your mind for a Xilam Shop Gift Card.
You can request a refund, provided that the Xilam Shop Gift Card has not been used, by writing to us at help.shop@xilam.com within 14 days of its purchase.
What should you do if you discover an anomaly on one or more Products in your order?
Despite all the care that we bring to your order, it may happen that an anomaly occurs, our fault and/or that of the carrier.
It may be, for example, a damaged package, a missing Product compared to the delivery note, a broken or damaged Product, etc.
We indicate below the steps to follow depending on when you discover the anomaly:
A. If you discover an anomaly at the time of delivery of your order:
If you discover an anomaly at the time of delivery, we invite you to take the following steps:
1. Refuse to sign the delivery note, or else sign it indicating your comments precisely, in the form of "handwritten reservations", and specifying any affected or missing Products,
2. Send us an email at help.shop@xilam.com, indicating in the body of the email:
- your complaint,
- If applicable, a copy of the delivery note with the handwritten reservations you have written,
- If possible, with photos of the anomaly you have observed.
B. If you discover an anomaly after delivery of your order:
You benefit, as a consumer, from 2 guarantees on the Products you order:
1. The legal guarantee of conformity: It protects you in the event that you discover a lack of conformity of your Product at the time of delivery of the Product, or within a period of 2 years from this. If you need more details, you can consult paragraph 2.9. of the General Conditions.
Please note: these warranties are only applicable if the defect existed before or at the time of delivery. They do not cover normal wear and tear of the Product.
What can I do to ask us to apply one of the guarantees?
To invoke one of the warranties on a Product you have ordered, send us an email at help.shop@xilam.com , indicating in the body of the email:
- The reference of the Product(s) concerned,
- The explanation of the anomaly you are encountering, with, if possible, the name of the guarantee you wish to assert,
- Photos of the anomaly you have observed, if possible.
If you wish to request a full refund of the Product under one of the guarantees, we kindly ask you to return it to the address indicated in the paragraph "Which address should I use to return a Product to us?" " below.
After review by us, we will determine whether your warranty claim meets the above conditions.
If this is the case, we will proceed with the reimbursement under the conditions set out below.
What if a Personalized Product does not meet your expectations?
Unfortunately, you cannot change your mind and return a personalized Product to us.
Indeed, given the unique nature of a personalized Product at your request (in textile printing, embroidery, etc.), a personalized Product cannot be returned or exchanged, in accordance with Article L .121-21-8 of the Consumer Code.
However, you will be protected by the legal guarantee of conformity and the guarantee against hidden defects.
For example, if the printing on a personalized Product does not comply with the order form, you can ask us for a refund of the personalized Product under the legal guarantee of conformity.
You will be able to implement these guarantees under the same conditions as those indicated in paragraph "B. If you notice an anomaly after the delivery of your order" above.
What are the solutions if my order does not suit me?
Given the nature of the Products offered on the Shop, we cannot offer you an exchange.
Depending on the situation in which you find yourself, here are the different solutions we offer:
A. A refund in the event of a change of mind on your part (right of withdrawal):
If you change your mind about a Product you have ordered, we will proceed with a refund if your return meets the conditions detailed in the paragraph "If you change your mind and wish to return one or more Products from your order to us (excluding Custom Products)” above.
This refund will be an amount equal to the sum:
- The price of the Product concerned, the return of which has been accepted by Xilam,
- Delivery costs paid for the Product concerned at the time of your order.
This refund does not include the return costs, which remain your responsibility.
B. A new shipment at our expense in the event of an anomaly at the time of delivery
If the anomaly is discovered at the time of delivery of your order (see paragraph "A. If you discover an anomaly at the time of delivery of your order" above), we will proceed to a new shipment of the Product concerned, to our costs, under the same preparation and shipping conditions as those described above.
C. A refund if your Product does not conform (legal guarantee of conformity)
If we accept your request related to the legal guarantee of conformity or the guarantee of hidden defects, we will offer you:
- The price of the Product concerned by your warranty claim,
- The delivery costs of the Product concerned that you paid at the time of your order,
- Return costs paid by you to return the relevant Product to us.
When and how will the refund be made?
A refund will be made within 14 days, on the card used or any other means of payment used when ordering. If you used a Xilam Shop Gift Card to pay for your order, the refund will be made in the form of a credit note sent to your email address.
Transactions related to refund transactions on your bank account can sometimes take a little time.
If the refund is delayed, we advise you to contact your bank first.
At the latest, your bank account should be credited within 14 days from receipt by Xilam of the returned Product(s), and at the latest 14 days from your complaint (subject to its good foundation).
After this time, if you still have not received your refund, please email us at help.shop@xilam.com .
What address should I use to return a Product?
If you wish to return a Product to us, here is the postal address to use:
Products thus returned are processed within 5 working days of receipt.
We specify that any Product return is at your own risk.
This means in particular that we will not be responsible and/or obliged to accept your return if your package is lost.
What is the response time for the Boutique's customer service?
Your questions, requests or remarks should be sent to our customer service at the email address help.shop@xilam.com .
They will be processed within a maximum of 24 hours by our service provider (excluding Saturdays, Sundays and public holidays in France).
For the processing of your requests related to your order (withdrawal, delivery anomaly, guarantees, etc.), we ask you to indicate in each of your emails:
- Your order number,
- Your first and last name,
- The delivery address as indicated in the order form.
These Delivery & Returns Conditions were last updated on 05/16/2023.