Delivery and Return



1. Delivery methods and costs
1.1 Delivery methods
1.2 Delivery times
1.3 Delivery costs
2. Tracking, delivery anomalies and reception
2.1 Tracking your order
2.2 Absence at the time of delivery / collection of the order
2.3 Delivery delays
2.4 Delay in the preparation of your order
2.5 Uncomplete delivery
2.6 Parcels returned to The Different Company and / or unclaimed
2.7 Reception of the package and anomaly
3. Right of withdrawal and return
3.1 Exercising the right of withdrawal
3.2 Returning a product
3.3 Reimbursement


 




1. Delivery methods and costs
 
1.1 Delivery methods 
We offer one or more delivery methods depending on the delivery address provided upon validation of your basket.

Delivery by Colissimo
The products ordered will be delivered to the postal address given during the validation of the order, or at the creation of your customer account. To consult your registered delivery addresses, log into your account, heading Your Account, Your address details and Your delivery addresses
 
Once your order has been shipped by our services, you can track its shipment using the Colissimo tracking code that is sent to you by email or that you can find on www.thedifferentcompany.com, heading Your Account (Your Orders).

Once your package leaves France, our transporter Colissimo collaborates with the local postal services to deliver your order. Then the local postal service in charge of the package applies its conditions.
As deliveries are handled by a third party service provider, THE DIFFERENT COMPANY cannot be held responsible if the non-execution or poor execution of this obligation is attributable to the consumer, or to an unforeseeable or insurmountable fact of a third party to the contract, or to a case of force majeure. 

Delivery by courier (only within Paris itself)
We also offer fast delivery by courier within one (1) business day. Order before 11:59 p.m., and it will be delivered the next day afternoon (business day following the day you placed your order) between 4:00 p.m. and 6:00 p.m. . 
Deliveries by couriers are only available in Paris.

When you order on our website and select the courier delivery method, we invite you to give us more details in the "comments" box: additional delivery information, delivery to someone else if necessary, etc. You will be informed by email and SMS of the delivery of your order.

Click and Collect in our Parisian boutique
In-store collection is only available in our boutique The Different Company located in Paris, 10 rue Ferdinand Duval (75004).
The order is available the day after the date of order (working days) in the shop./> This delivery mode is not available for Sample Boxes.
 
 
1.2 Delivery Delays
Orders are prepared within an average of two (2) working days. In any event, the order will be executed within a maximum period of thirty (30) days from the day following the date of order on our site, under reserve of full payment of the price. 

Delivery by Colissimo
The orders taken in charge by the Colissimo carrier will be delivered within an average time of:
  • France: 2 working days from shipment 
  • Europe: 2 to 7 working days from shipment 
  • World: 2 to 15 working days from shipment
COVID-19 : In this sensitive period, all necessary measures are being taken by our partners and other international postal services to guarantee your safety and that of their teams. However, delivery times cannot be guaranteed during this period, but every effort is being made to deliver to you within the time limits set out above.
COVID-19 France : TAll necessary measures are taken by our partner Colissimo to guarantee your safety and that of its teams. However, delivery times cannot be guaranteed in this period, but everything is done to deliver you within the deadlines stated above. Deliveries with signature are suspended, your package will be left in your letter box or given to the nearest post office.

Saturdays, Sundays, and public holidays in France are not considered as working days.

Delivery by courier (only within Paris itself)
The preparation time for an order delivered by courier is one (1) business day. It will therefore be delivered to you the next day (working day following the date of order on our site) from 4:00 pm to 6:00 pm. You will be informed by email of the dispatch of your order.

Click and Collect in our Parisian boutique
Orders to be picked up at The Different Company boutique, located at 10 rue Ferdinand Duval, 75004, Paris, are prepared within one (1) day. The consumer's order will be available in the shop on the working day following the date of order on our site.
Orders can be picked up from Tuesday to Saturday, from 2pm to 6pm. The consumer will be informed by email as soon as his order is available in the shop and can come to collect it within fifteen (15) working days.

To collect your order, we invite you to come to the shop with an identity card and the email confirming that your order is available in the shop.

COVID-19 France : we ask you to go to the shop alone, or with only one companion, and with a mask to collect your order.

Saturdays, Sundays, and public holidays in France are not considered as working days.
 
 
1.3 Delivery costs
In these complicated times, we offer shipping costs according to different conditions.

Colissimo shipping costs
  • Metropolitan France: shipping is free from 1€ of purchase, and the withdrawal of order in our Parisian shop is free.
  • Europe: shipping is free from 1€ of purchase. List of countries concerned by this offer: Albania, Armenia, Austria, Belgium, Bosnia-Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Moldova, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Ukraine, United Kingdom..
  • World (except Metropolitan France and Europe - see the list of countries above): shipping costs are free from 80€ purchase.
Delivery costs are calculated according to the weight of the order and the place of delivery. The possible and additional customs charges are in charge of the customer.

Courier delivery charges and Click-and-Collect are only available in Paris
Delivery by courier is offered for 90€ purchase and more. Below that amount, delivery by courier fees are about 8€.
Collection of your order in the shop is free.
 


 
2. Tracking, delivery anomalies and reception
 
2.1 Tracking your order delivery
As soon as your package is handed over to the carrier, you will receive a shipping confirmation email from us. You can then track the shipment of your order via your customer account on our website, heading "Your orders".

For Colissimo deliveries, we will send you the tracking code of your order. You can also find this code on your customer account. To track your package, go to the website of our partner Colissimo and fill in the tracking code that has been provided to you (here). Our partner Colissimo will also keep you informed of the shipment of your package via notifications sent by email to the email address provided on your customer account on our website.

For courier deliveries, you will be kept informed by our partner by SMS.

Finally, concerning in-store pickups, you will receive an email as soon as your order is available in the store.

 
2.2 Absence at the time of delivery/collection of the order
Delivery by Colissimo
  • France: in the event of absence at the time of delivery of your package to your home (packages are delivered against the signature of the recipient), our Colissimo carrier will leave a delivery notice in your mailbox. You must then contact Colissimo again to agree on a new delivery date or collection point for your package. It is nevertheless specified that if you do not contact Colissimo back, they will make two (2) additional delivery attempts, the date and time of which will be determined at their discretion.
  • World (outside France): in case of absence of the client, the local postal service applies its conditions and will make the package available at the nearest post office.
To avoid this type of situation, we invite you to give as much information as possible when validating your order online on our website, and to name a second trusted person as the recipient of your order in case of absence (a person who lives at the same address or a neighbour).

Click and Collect in our Parisian boutique
Your order will be waiting for you in the store for a period of fifteen (15) days. Beyond this period, if you have not picked up your order, it will be cancelled, and you will be reimbursed within seven (7) days from the sending of the notification of cancellation of your order.

You can also mandate a relative to come and pick up your order in the shop. In this case, we ask you to contact our shop manager Yoann, on +33 (0)1 42 78 19 34 or by email at ylb@thedc.fr, to inform and give him the name and surname of the person who will come to collect your order on your behalf. This person will have to present an identity document and the email confirming your order in the shop to be able to collect it for you.
 
2.3 Delivery delays
Livraison by Colissimo
We invite you to report any delay or anomaly of delivery as soon as possible by email to info@thedc.fr, or to contact us by phone at +33 (0)9 81 72 83 95 so that we can provide you with more information and, if necessary, open an inquiry with our partner Colissimo.
The duration of an investigation depends on the Colissimo teams. We will keep you informed by email of each step and will give you all the essential information concerning the delivery of your order. If during this investigation, the package is found, it will be immediately returned to the place of delivery indicated at the time of your order.
 
Nevertheless, if at the end of this investigation it is confirmed that the package containing the product(s) ordered has been lost, THE DIFFERENT COMPANY will, at its own expense, reship your order or, in the event of the definitive unavailability of one or certain products, will reimburse you, via the payment method chosen at the time of the order, for the amounts collected in accordance with the modalities of the present General Terms and Conditions of Sale
 

Click and Collect in our Parisian boutique
You will be informed by email of the availability of your order in the boutique. We ask you not to go to the boutique until you have received the email confirming the availability of your order.
 

2.4 Delay in the preparation of your order
It is possible that we may encounter a delay in the preparation of your order. In these rare cases, we will notify you by email and keep you informed of the progress of the preparation of your order and its shipment.

If the maximum delivery time of thirty (30) days is exceeded, and if your order has not been dispatched by our services, you can cancel your order within fourteen (14) days, by registered letter with acknowledgement of receipt, sent to the following address : 
 
THE DIFFERENT COMPANY 
Service Consommateur Internet 
37/39 rue Louise Weiss 
75013 PARIS, France
 
Or by sending an email to info@thedc.fr.
 
Upon receipt of your mail or your withdrawal form, and if the delivery has not taken place in the meantime, THE DIFFERENT COMPANY will reimburse the totality of the amount of your order via the means of payment used during your purchase on our site, within seven (7) days following receipt of the withdrawal of your order. 
 
2.5 Uncomplete delivery
If you do not receive all of your parcels or ordered products, we invite you to contact our customer service as soon as possible: by phone, at +33 (0)9 81 72 83 95, or by email, at info@thedc.fr.
We will ask you to send us a copy of your invoice as well as photos of the package and the products received. 

After investigation, if it appears that one or more products are missing, or that one or more parcels have been lost, we will send you, at our expense, the product(s) missing from your order.

 

 

2.6 Parcels returned to the sender by the carrier and / or unclaimed

Delivery by Colissimo
When a package made available at the post office is not claimed for more than fifteen (15) days, it is returned to us by the carrier. You will therefore be informed when your package is returned to our premises. In this case, we can, if you wish, re-ship your package upon receipt of it; this will be at your expense. If you do not wish the package to be reshipped, your order will be cancelled and we will reimburse you the full amount of your order via the payment method you chose when you placed your order on our site, within seven (7) days of the cancellation of the order. 

A package may be returned to us due to lack of information, or because the postal services were unable to deliver to the address provided. In this second case, you will be contacted by our customer service upon receipt of the package by our services. We will ask you for additional information about your delivery address or to propose a new delivery address (in the same country). The packages will then be redelivered to you free of charge.

Click and Collect in our Parisian boutique (Paris)
Any order not claimed within fifteen (15) days will be cancelled. The total amount of the order will be refunded within seven (7) days following the cancellation of the order.

 

2.7 Reception of the package and anomaly

Each delivery shall be deemed to have been made upon confirmation by our carrier, as evidenced by the control system used by the carrier.  
 
It is your responsibility to check immediately upon receipt of your package, the conformity and integrity of the product(s) shipped. 
In case of damage, we invite you to immediately contact our customer service by email, at info@thedc.fr, and to provide us with a copy of your invoice, as well as one or more photos of the damage observed. After investigation, if the damage is found to have been caused by transport (or if it is a production defect), we will send you a new product to replace the damaged and unusable product at our expense.

In case of failure, we invite you to consult the dedicated paragraph, "Uncomplete delivery".

In the event of an exchange, i.e. if you have received one or more products in place of the product(s) ordered, we invite you to quickly contact our customer service by email at info@thedc.fr, , sending one or more photos of the products received and a copy of your invoice. If it turns out that there was indeed an error in the preparation of your order, we will send you a colissimo return voucher to send us the non-ordered products received, in perfect condition, and we will send you at our expense the products missing from your order.

 
 
3. Right of withdrawal and return. 
 
3.1 Exercising the right of withdrawal
You have a withdrawal period of fourteen (14) days from receipt of your order. In the case of an order including different items delivered in several times, the fourteen (14) day period will run from receipt of the last product or package. 
 
In this case, we invite you to send your request via the Withdrawal Form on the website www.thedifferentcompany.com or by email to info@thedc.fr. You can withdraw from your order for the totality of the products or only for certain products in your order. Once your request for withdrawal has been received, you will be contacted by our customer service department which will indicate the terms and conditions for returns. See below for more information.
 
3.2 Returning a product
Once your request for Cancellation Form is received by our services, we will send you the necessary information to make your return for the product(s) concerned. The products must be sent complete, in perfect condition, in their original packaging and with a copy of the withdrawal form, to the following address:
 
THE DIFFERENT COMPANY 
Service Consommateur Internet 
37/39 rue Louise Weiss 
75013 PARIS, France
 
The costs of return are at the customer's expense, under reserve of error coming from THE DIFFERENT COMPANY. In the latter case, we will send you a Colissimo return voucher or reimburse you the return costs (see paragraph "Reception of the package and anomaly")
 
Once the products have been received, we will carry out an inspection to ensure that all the above requirements are met.
 
3.3 Reimbursement
If the Consumer withdraws from the totality of his/her order, THE DIFFERENT COMPANY must reimburse the totality of the sums paid, including delivery costs.

We undertake to reimburse the returned products (or the totality of the order) using the same initial means of payment, within a maximum period of seven (7) days from the date of receipt of the products by our services, subject to compliance with the above-mentioned conditions. 
 
In the event of return of the product(s) outside the above-mentioned period, or not respecting the requirements set out above, you will not be reimbursed.
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