Heritage Hub Shipping Policy

This policy explains the procedures for the preparation, shipping, tracking, and delivery of orders placed on heritagehub.fr. It also outlines the procedures applicable in the event of delay, loss, damage, or return.

1  Order preparation

Orders are typically prepared within 1 to 2 business days following confirmation and payment processing. Saturdays, Sundays, and public holidays are not counted as business days.

This period may be extended during peak seasons, if verification is required to prevent fraud, for orders containing multiple items, or when the product page indicates a specific lead time. If a significant delay affects preparation, Heritage Hub will inform the customer as soon as possible.

An order already handed over to the carrier can no longer be modified or cancelled due to a simple change of address. The customer must verify the accuracy of their name, address, postal code, phone number, and, if applicable, access information before finalizing their order.

2  Delivery zones, methods, and costs

The delivery destinations and methods actually available are indicated at the time of payment. An order can only be delivered to a destination offered by the Site.

The advertised free delivery applies to standard delivery. Any surcharges related to express delivery, a specific option, or re-delivery of the package after a failed attempt attributable to the recipient remain the responsibility of the customer when announced before ordering.

3  Delivery times

The applicable delivery time or date is displayed before the order is finalized and is then reiterated in the order confirmation when this information is available. It includes preparation time and transit time.

Transit times presented as estimates may vary depending on the destination, carrier, customs inspections, weather conditions, peak periods, or force majeure events. This indication does not deprive the consumer of their rights when the agreed date or deadline is not met.

In the absence of an indication or agreement on another date, delivery occurs no later than thirty days after the contract is concluded, in accordance with the rules applicable to consumers.

4  Shipping and tracking

When the order is handed over to the carrier, the customer receives a shipping email containing, where the service allows, a tracking number or link. It may take up to 48 hours before the initial tracking information is updated.

Depending on the value, nature of the product, and method chosen, a signature upon delivery or identity verification may be required. The customer must follow the carrier's instructions and make the necessary arrangements to receive the package.

If tracking does not update for five business days, if the package is marked as delivered but has not been received, or if the announced delivery date has passed, the customer must write to contact@heritagehub.fr, indicating their name, order number, and any relevant information. Heritage Hub will open an inquiry with the carrier.

5  Transfer of risks and proof of delivery

For an order placed by a consumer, the risk of loss or damage is transferred when the customer, or a third party designated by them other than the carrier, physically takes possession of the product. The customer therefore does not bear the transport risk when the carrier has been proposed or chosen by Heritage Hub.

If the customer chooses their own carrier that was not proposed by Heritage Hub, the transfer of risks occurs upon delivery of the product to that carrier, in accordance with applicable legal provisions.

6  Delivery delay

When delivery does not occur on the date or within the agreed period, the consumer may request that Heritage Hub make the delivery within a reasonable additional period. If delivery still does not occur within this new period, they may terminate the contract according to the terms provided by law and the General Terms and Conditions of Sale.

The consumer may terminate the contract immediately when Heritage Hub refuses to deliver, or when the agreed date constituted an essential condition of the order and this resulted from the circumstances or an express request made before the order. In the event of valid termination, sums paid are refunded within the statutory period.

7  Damaged or incomplete package or non-conforming product

Upon receipt, the customer is invited to check the external condition of the package and, where possible, its contents. In the presence of a visible anomaly, they may formulate precise reservations with the carrier and keep the packaging, label, and protective materials.

The customer must also contact Heritage Hub as soon as possible at contact@heritagehub.fr, indicating their order number and attaching photographs of the package, the label, the protections, and the product. Failure to make reservations with the carrier does not cancel the legal warranties from which the consumer benefits.

When a product is damaged, missing, or does not correspond to the order or its description, Heritage Hub will examine the situation and propose the legally appropriate solution, including remediation, replacement when possible, a price reduction, or a refund. The costs necessary for the return of a non-conforming or damaged product are not borne by the consumer.

8  International delivery and customs formalities

For deliveries outside the European Union, the package may be subject to customs duties, import taxes, processing fees, or local inspections. Unless otherwise indicated before the order, these amounts are not included in the price billed by Heritage Hub and are the responsibility of the recipient.

The customer is responsible for verifying the import rules applicable in the destination country. Heritage Hub cannot guarantee customs clearance times or cover a refusal, seizure, or delay resulting from local regulations, except in the event of a breach attributable to it.

9  Incorrect address, refusal, and absence of the recipient

When delivery fails due to an incomplete or incorrect address provided by the customer, unjustified refusal, repeated absence, or failure to collect the item within the period set by the carrier, the package may be returned to Heritage Hub.

After receiving and checking the product, Heritage Hub will contact the customer. A new shipment may be offered upon payment of actual costs. If the order is cancelled or the customer validly exercises their right of withdrawal, the refund will be processed according to applicable rules, deducting only the costs that may legally remain their responsibility.

10  Returns and right of withdrawal

10.1  Legal right of withdrawal within fourteen days

Where applicable, the consumer has fourteen days from receipt of the product to notify their decision to withdraw, without having to justify their decision. When several products from the same order are delivered separately, the period runs from the receipt of the last product.

The product must then be returned no later than fourteen days following the notification of withdrawal, according to the instructions provided by Heritage Hub. Direct return costs remain the responsibility of the customer, unless Heritage Hub agrees to cover them or the law provides otherwise.

Heritage Hub will refund the sums due, including the standard delivery costs initially billed, under the conditions and deadlines provided by law. The supplement paid for a delivery method more expensive than the standard method offered is not refunded. The refund may be deferred until the product is recovered or until proof of shipment is provided, whichever is earlier.

The customer may handle the product only to the extent necessary to establish its nature, characteristics, and proper functioning. Their liability may be incurred in the event of depreciation resulting from excessive handling. Legal exceptions to the right of withdrawal, where applicable, are specified in the General Terms and Conditions of Sale.

10.2  Commercial return between the fifteenth and thirtieth day

Without prejudice to the legal right of withdrawal, Heritage Hub accepts, as a commercial gesture, a return request made up to thirty days after delivery, subject to its prior agreement and the following conditions:

·        the product must be complete, in its original condition, and without degradation, excessive handling, additions, inscriptions, or alterations;

·        accessories, certificates, documents, protective materials, and packaging elements received must be returned;

·        the product must be packed with a level of protection appropriate to its value and, when requested, shipped with tracking, insurance, and signature upon delivery;

·        the costs and risks of the return remain the responsibility of the customer, unless otherwise agreed in writing by Heritage Hub.

For a commercial return accepted between the fifteenth and the thirtieth day, Heritage Hub will refund the product price after receipt and inspection. Initial shipping costs, express surcharges, import duties and taxes, and return costs are not refunded, unless required by law or otherwise agreed in writing.

11  Return Procedure

Before any return, the customer must write to contact@heritagehub.fr, providing their name, order number, the product in question, and the reason for their request. Heritage Hub will provide the return address and appropriate instructions. No returns should be sent to any other address without prior confirmation.

Given the unique nature and, at times, the value of the items offered, the customer must retain proof of shipment and use protective packaging. Heritage Hub may recommend a level of insurance corresponding to the value of the product. This procedure does not limit the consumer's mandatory rights.

12  Contact

For any questions regarding shipping, delivery, or returns: contact@heritagehub.fr. Please include your name and order number to ensure prompt processing of your request.