Delivery costs & returns

Delivery costs

Our logistics service can organise deliveries for anywhere in the world. The products are delivered to the address specified by the customer in the purchase order. Delivery costs may change, depending on the destination country, the town post code, the delivery time and services involved. We negotiate with our transporters and carriers the best rates on the market. All overseas deliveries are made by Delivengo, DHL, Fedex or UPS.

For destinations in France, we suggest using So Colissimo: a multi-choice delivery service by La Poste [state post office] delivered to your home, to be collected from your local Post Office, or from a local parcel pick-up point. Deliveries are made within 48h – 72h (whether to a private customer or a company), throughout metropolitan France to the destination of your choice. The exact cost is calculated on the page 'Delivery Costs' when placing an order. No receipt signature is required by the carrier. With this method of delivery we have no liability for theft or loss. If, however, you wish to sign a receipt upon delivery, please choose to use DHL, Fedex or UPS as your carrier. We do not deliver to P.O. Box addresses, nor to military addresses (AFO or FPO).

For all on-line orders on the website, delivery costs are free of charge worldwide, except for France with Service DHL Express, UPS Express Saver, UPS Standard, So Colissimo Domicile and So Colissimo Bureau de Poste. Delivery lead times will be respected if the product(s) ordered are in stock. As soon as we dispatch an order, the customer immediately receives an email with a tracking number, which allows you to follow your parcel on the website of your chosen carrier. If a product is made to order, the lead time will include the production time, details of which are given in our General Sales Terms and Conditions.

Returns | Exchanges | Delivery Error

Upon delivery and receipt of the parcel, the customer must check the state of the packaging and the product. Any damage caused by the carrier must be noted on the delivery slip, and the company Innovacases must be notified within 7 working days. On receipt of the parcel the customer must send to the company Innovacases a claim of any product non-conformity, whether in nature, quality or quantity in relation to the information specified on the Invoice, by fax, email or letter. Such non-conformity claim must be sent within two working days following the delivery of the parcel.

Upon receiving such a complaint, the company Noreve will attribute an exchange reference number for the product(s) concerned and will notify the customer of the number by email or fax. Only once an exchange number has been attributed, as per above, can goods be exchanged. If an error occurs in the delivery or exchange of goods, the goods being exchanged or refunded must be returned to Innovacases in full and in their original packaging. The goods should be sent by recorded post to the following address:

Innovacases SAS | Dept. Noreve
Returns Service (customer order number)
52, avenue du Général Leclerc
83990 Saint-Tropez

To be accepted, the customer must notify Innovacases of the return of the product(s) in advance by email. Noreve guarantees that customers will be reimbursed within 30 days. A refund will be made once we have received and checked the product(s). If Noreve is responsible for a delivery error, they will pay the return delivery costs. If a parcel is undeliverable and returned by the carrier, due to a customer error when placing the order, a re-delivery charge of €20-30 Inc VAT will be made (re-packing and administration costs) in addition to the re-delivery costs.

The charge for changing an order more than 24 hours after it was placed and confirmed (address, product reference etc.) is €45Inc VAT. If a product colour is changed within 24h from a proposition from our Customer Services department, then no charge is incurred.

Refund terms and conditions

Refunds are made using the same payment method as the original purchase order payment. Refunds are made within 30 working days from receipt of the returned product. Purchases made by credit/debit card will be refunded using the same card.