Questions about managing your order? Its delivery? Solutions in case of glitches?
You will find many answers on this page (hereafter the "Terms of Shipping & Returns").
Short legal note
These Terms of Shipping & Returns form an integral part of the General Terms and are therefore applicable to the sale contract concluded between the Shop Customer (hereafter "you") and Xilam Animation (hereafter "Xilam" or "us").
Without a definition to the contrary stipulated on this page, terms beginning with a capital letter have the same definition as the one stipulated in the General Terms.
When you place an order on the Shop, you will tick a box by which you acknowledge having read and accepted these Terms of Shipping & Returns.
This is why we advise you to read them carefully.
How is your order prepared and shipped?
We ship orders only to the European Union, the United Kingdom and Switzerland.
Orders are prepared within 72 hours of order placement (excluding Saturdays, Sundays and public holidays in France).
In 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 completion of its preparation.
How to know the amount of the shipping costs?
When your cart is finalized, you will be informed of the exact amount of the shipping costs applicable to your order.
For delivery outside the European Union, a customs fee may be applied and will be charged to you.
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: via 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 parcel at any time.
If you are in mainland France, you will receive your package no more than 6 working days after your order.
If you live elsewhere, the time frames can be extended up to 9 working days after your order.
How to buy a gift card and spend it on the Shop?
We offer on the Shop gift cards of a determined amount (20€, 50€ or 100€) (the “Xilam Shop Gift Card”).
Once your order of a Xilam Shop Gift Card is validated, you will automatically receive by email a unique code associated with such Xilam Shop Gift Card.
If you want to offer this Xilam Shop Gift Card to someone as a gift, you just have to communicate this unique code to this person.
A Xilam Shop Gift Card is valid for a period of 1 year following its purchase, and may be used as follows:
- A Xilam Shop Gift Shop may only be used for purchases on the Shop.
- You may spend a Xilam Shop Gift Shop on more than one order if the balance of this Xilam Shop Gift Card is sufficient. To check the balance of a Xilam Shop Gift Shop, you just have to click on the « Voir le solde de la carte-cadeau » button that you will find in the email presenting the code associated with this Xilam Shop Gift Card.
To spend a Xilam Shop Gift Card, you just have to enter the unique code in the dedicated field at the time of payment. The amount of such Xilam Shop Gift Card will then be deducted from the total amount of your order, taxes and shipping costs included. If the balance available on the Xilam Shop Gift Card is lower than the total amount of your order, you will be invited to choose a second payment method to pay the balance and thus place your order.
What happens if a Product you ordered is no longer in stock?
Exceptionally, it may be that a Product is no longer in stock when you ordered it.
We will then refund the price of the Product concerned and its shipping 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 the Product(s) you do not wish to keep.
In legal jargon, this is called "the right of retraction".
This change of mind is free of charge, without penalty, with the exception of the cost of returning the Product to us.
The only exception is Customized Products, which unfortunately cannot be returned (see the paragraph “What if a customized Product does not meet your expectations? » below for further explanation).
To change your mind, you have a period of 14 days from the date of receipt of your order.
More details on the applicable timeframe can be found in paragraph 2.8 of the General Terms.
Within this 14-day delay, here are the steps you will need to undertake:
-
The reference of the Product(s) concerned,
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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 "What address should be used to return a Product?” below.
In order for your Product return 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, if applicable.
After our review, we will determine if your request meets the above conditions for return.
If this is the case, we will proceed with the refund under the conditions stated below.
This refund does not include any return charges that you will pay to return the Product.
You can also change your mind in respect of a Xilam Shop Gift Card. You can ask for a refund, provided the Xilam Shop Gift Card was not used, by writing at the help.shop@xilam.com address within a 14-day delay following its purchase.
What if you discover an anomaly on one or more Products in your order?
Despite all the care we take with your order, an anomaly may occur due to our fault and/or that of the transporter.
For example, this may involve a damaged package, a Product missing from the delivery note, a broken or damaged Product, etc.
Below are 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:
1) If you discover an anomaly at the time of delivery, we invite you to do the following: Refuse to sign the delivery note, or else sign it, precisely indicating your remarks, in the form of "handwritten reservations", and specifying any Products affected or missing,
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 your handwritten reservations,
- If possible, with photos of the anomaly you have noticed.
B. If you discover an anomaly after the delivery of your order:
As a consumer, you benefit from 2 guarantees for 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 2 years afterwards. If you need more details, you can refer to paragraph 2.9. of the General Terms.
2) The guarantee for hidden defects: It protects you in the event that you discover a defect that makes the Product unfit for its intended use. If you need more details, you can refer to paragraph 2.10. of the General Terms.
Warning: these guarantees 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 should be done to request that we apply one of the guarantees?
To request application of one of the guarantees for a Product that you have ordered, send us an email at the address help.shop@xilam.com, indicating, in the body of the email:
- The reference of the Product(s) concerned,
- The explanation of the anomaly you have encountered, if possible, with 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 that you return it to the address indicated in the paragraph "What address should be used to return a Product?” below.
Upon review by us, we will determine whether your guarantee claim meets the above requirements.
If this is the case, we will proceed with the refund under the conditions stated below.
What if a customized Product does not meet your expectations?
Unfortunately, you will not be able to change your mind and return a customized Product to us.
In fact, given the uniqueness of a Product customized upon Customer’s request (printing on textile, embroidery, etc.), a customized Product may not be returned or exchanged, in accordance with Article L.121-21-8 of the French Consumer Code.
However, you will be protected by the legal guarantee of compliance and the guarantee of hidden defects.
For example, if printing on a customized Product does not comply with the purchase order, you will be able to ask us for a refund for the customized Product under the legal guarantee of compliance.
You will be able to implement these guarantees under the same conditions as those indicated in the paragraph "B. If you notice an anomaly after delivery of your order" above.
What are the solutions if my order does not suit me?
Given the nature of the Products offered by the Shop, we cannot offer you an exchange.
Depending on your situation, here are the different solutions we offer you:
A. A refund if you have a change of mind (right of retraction):
If you change your mind about a Product you have ordered, we will issue a refund if your return meets the conditions detailed in the "If you change your mind and wish to return one or more Products from your order (excluding customized Products)" paragraph above.
This refund will be equal to the sum of:
- The price of the Product concerned, the return of which has been accepted by Xilam,
- Shipping costs paid for the Product at the time of your order.
This refund does not include return fees, which are 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 re-ship the Product concerned, at our expense, under the same conditions of preparation and shipment as those described above.
C. A full or partial refund if your Product is non-compliant or has a hidden defect (exercise of a guarantee)
If we accept your request related to the legal guarantee of conformity or the guarantee of hidden defects, we will offer you:
1) Either a full refund, provided that the Product is returned to us beforehand. In legal jargon, this is called "resolution of the sale". In this case, the refund will be an amount equal to the sum of:
- The price of the Product concerned by your guarantee claim,
- Delivery fees paid for the Product concerned at the time of your order,
- Return fees that you paid to return the relevant Product to us.
2) Or a reduction in the sale price, an amount that we will determine in good faith. In the case of a non-compliant Product, the price reduction will be proportional to the difference between the value of the Product delivered and the value of this Product in the absence of the lack of conformity. The amount of this discount will be paid to you under the same conditions as a refund.
If the lack of conformity is minor, only a price reduction will be possible.
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 at the time of order placement. If you used a Xilam Shop Gift Card to pay your order, the refund will be done as a credit note sent to your email address.
Transactions related to refund transactions on your bank account can sometimes take a while.
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 following receipt by Xilam of the returned Product(s), and at the latest 14 days following your complaint (provided that it is valid).
After this time, if you still haven't received your refund, please email us at help.shop@xilam.com.
What address should be used to return a Product?
If you wish to return a Product to us, here is the postal address to use:
The Products thus returned are processed within 5 working days of receipt.
We specify that any Product is returned at your 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 Shop's customer service team?
Questions, requests or comments should be sent to our customer service team at 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 processing your requests related to your order (retraction, delivery anomaly, guarantees, etc.), we ask you to indicate in each of your emails:
- Your order number,
- Your last and first names,
- The delivery address as stated in the purchase order.
These Terms of Shipping & Returns were last updated on May 30th, 2023.