Shipping policy
Here's the English translation of the text:
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**1. Shipping Methods and Fees**
1.1 **Shipping Methods**
1.2 **Delivery Times**
1.3 **Shipping Fees**
**2. Tracking, Delivery Issues, and Receipt**
2.1 **Tracking Your Order Delivery**
2.2 **Absence During Delivery/Pickup of the Order**
2.3 **Delivery Delay**
2.4 **Order Preparation Delay**
2.5 **Partial Delivery**
2.6 **Parcels Returned to Sender by Carrier and/or Unclaimed**
2.7 **Receipt of Parcel and Issues**
**3. Right of Withdrawal and Returns**
3.1 **Exercising the Right of Withdrawal**
3.2 **Returning a Product or Products**
3.3 **Refunds**
**1. Shipping Methods and Fees**
**1.1 Shipping Methods**
We offer one or more shipping methods depending on the delivery address provided at checkout.
**Delivery by Colissimo**
The products you order will be delivered to the postal address provided when you placed your order or created your customer account. To review your saved delivery addresses, log in to your account, go to "My Account," and then "Your Information" and "My Delivery Addresses."
Once your order has been shipped by our services, you can track its shipment using the Colissimo tracking code sent to you by email or found at www.thedifferentcompany.com under "My Account" (Your Orders).
When your parcel leaves France, our carrier Colissimo works with local postal services to deliver your order. The local postal service in charge of the parcel will then apply its own conditions.
Since delivery is handled by a third-party provider, THE DIFFERENT COMPANY cannot be held responsible if the failure to deliver or the poor execution of this obligation is attributable to the consumer, an unforeseeable or insurmountable event by a third party to the contract, or a case of force majeure.
**Courier Delivery (Paris and Inner Suburbs Only, Temporarily Unavailable)**
We also offer express courier delivery within one (1) business day. Place your order before 11:59 p.m., and it will be delivered the next day (the business day following the day you placed your order) in the afternoon between 4 p.m. and 6 p.m.
Courier delivery is only available in Paris and nearby suburbs.
When you place an order on our website and choose the Courier delivery option, we invite you to provide additional delivery details in the "comments" section, such as additional delivery instructions or, if necessary, instructions for handing over to a third party. You will be notified by email and SMS about the delivery of your order.
**In-Store Pickup (Paris)**
In-store pickup is only available at our The Different Company boutique located in Paris, 10 rue Ferdinand Duval (75004).
Orders will be available for pickup in-store the next business day. This delivery option is not available for sample sets.
**1.2 Delivery Times**
Orders are typically prepared within an average of two (2) business days. In any case, the order will be fulfilled within a maximum of thirty (30) days from the day after you placed your order on our website, subject to full payment.
**Delivery by Colissimo**
Orders handled by the Colissimo carrier will be delivered within an average of:
- **France**: 2 business days from the time of shipment
- **Europe**: 2 to 7 business days from the time of shipment
- **Worldwide**: 2 to 15 business days from the time of shipment
Saturdays, Sundays, and public holidays in France are not considered business days.
**Courier Delivery (Paris and Inner Suburbs Only)**
The preparation time for an order delivered by courier is one (1) business day. Therefore, it will be delivered the next day (the business day following the day you placed your order on our website) within a defined two-hour window: from 4 p.m. to 6 p.m. You will be notified by email when your order is shipped.
**In-Store Pickup at The Different Company Paris**
Orders for in-store pickup at The Different Company, located at 10 rue Ferdinand Duval, 75004 Paris, are prepared within one (1) business day. The customer's order will be available in-store the business day following the day it was placed on our website.
Orders can be picked up from Tuesday to Saturday, between 2 p.m. and 6 p.m. The customer will be notified by email as soon as their order is available in-store and can pick it up within fifteen (15) business days.
To pick up your order, we invite you to present yourself in-store with an ID and the email confirmation of your order's availability for pickup.
Saturdays, Sundays, and public holidays in France are not considered business days.
**1.3 Shipping Fees**
During this challenging period, we offer free shipping under certain conditions.
**Colissimo Shipping Fees**
- **Mainland France**: Standard shipping is free for purchases over €50.
- Any additional customs fees are the responsibility of the consumer.
**Courier Delivery and In-Store Pickup Fees (Shipping Methods in Paris and Inner Suburbs, Depending on the Period)**
Courier delivery is free for purchases over €100 (excluding shipping fees). For orders under this amount, a fee of €9 is charged.
In-store pickup is free.
**2. Tracking, Delivery Issues, and Receipt**
**2.1 Tracking Your Order Delivery**
As soon as your parcel is handed over to the carrier, you will receive a shipping confirmation email from us. You can then track your order's shipment via your customer account on our website under "Your Orders."
For Colissimo deliveries, we will provide you with your order's tracking code, which you can also find in your customer account. To track your parcel, visit our partner Colissimo's website and enter the tracking code provided. Our partner Colissimo will also keep you informed of your parcel's shipment through notifications sent to the email address registered in your customer account on our website.
For courier deliveries, you will be notified by SMS by our partner.
Finally, for in-store pickups, you will receive an email as soon as your order is available in-store.
**2.2 Absence During Delivery/Pickup of the Order**
**Delivery by Colissimo**
- **France**: If you are absent during the delivery of your parcel to your home (parcels are delivered against the recipient's signature), our carrier Colissimo will leave a delivery notice in your mailbox. You will then need to contact Colissimo to arrange a new delivery date or a pickup point for your parcel. However, if you do not contact Colissimo, they will make two (2) additional delivery attempts at dates and times determined at their discretion.
- **Worldwide (Outside France)**: In the event of the consumer's absence, the local postal service applies its own conditions and will make the parcel available at the nearest post office.
To avoid this situation, we invite you to provide as much information as possible when placing your order online on our website and to designate a second trusted person as the recipient of your order in case of absence (someone who resides at the same address or a neighbor).
**In-Store Pickup of Your Order (Paris)**
Your order will be waiting for you in-store for a period of fifteen (15) days. After this period, if you have not picked up your order, it will be canceled, and you will be refunded within seven (7) days from the date of the cancellation notification.
You can also authorize a friend or family member to pick up your order in-store. In this case, we ask you to contact our store manager Yoann at +33 (0)1 42 78 19 34 or by email at ylb@thedc.fr, to inform him and provide the name and surname of the person who will pick up your order on your behalf. This person will need to present an ID and the email confirmation of your order to be able to collect it on your behalf.
**2.3 Delivery Delay**
**Delivery by Colissimo**
We invite you to report any delivery delay or issue as soon as possible by email at info@thedc.fr, or contact us by phone at +33 (0)9 81 72 83 95 so that we can provide you with more information and, if necessary, initiate an investigation with our partner Colissimo.
The duration of an investigation depends on Colissimo's teams. We will keep you informed by email at each step and provide you with all essential information related to your order's delivery. If the parcel is found during the investigation, it will be immediately redirected to the delivery address provided when you placed your order.
However, if the investigation confirms the loss of the parcel containing the ordered product(s), THE DIFFERENT COMPANY will, at its expense, resend your order or, in the case of permanent unavailability of one or more products, refund the amounts collected using the payment method chosen at the time of the order, according to the terms of these General Terms and Conditions of Sale.
**In-Store Pickup of Your Order (Paris)**
You will be notified by email when your order is available for pickup in-store. We ask that you do not come to the store until you have received the email confirmation of your order's availability.
### 2.4 Delay in Order Preparation
It is possible that we may encounter a delay in preparing your order. In such rare cases, we will notify you by email and keep you informed of the progress of your order’s preparation and shipment.
If the maximum delivery period of thirty (30) days is exceeded, and your order has not been shipped by our services, you may cancel your order within fourteen (14) days by sending a registered letter with acknowledgment of receipt 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](mailto:info@thedc.fr).
Upon receipt of your letter or withdrawal form, and if the delivery has not occurred in the meantime, THE DIFFERENT COMPANY will refund the full amount of your order using the payment method you used for your purchase on our website, within seven (7) days following the receipt of your order cancellation.
### 2.5 Partial Delivery
If you do not receive all of your parcels or ordered products, please 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](mailto:info@thedc.fr).
We will ask you to provide a copy of your invoice as well as photos of the received parcel and products.
After investigation, if it is confirmed that one or more products are indeed missing or that one or more parcels have been lost, we will ship the missing product(s) from your order to you at no additional cost.
### 2.6 Parcels Returned to Sender by the Carrier and/or Unclaimed Parcels
**Delivery by Colissimo**
When a parcel is made available at a post office and is not claimed within fifteen (15) days, it is returned to us by the carrier. You will be informed when your parcel is returned to our premises. In this case, we can, if you wish, reship your parcel upon its return; this will be at your expense. If you do not wish the parcel to be reshipped, your order will be canceled and we will refund the full amount via the payment method you used when placing your order on our website, within seven (7) days of the order's cancellation.
A parcel may be returned to us due to a lack of information or because the postal services were unable to deliver it to the provided address. In this second case, you will be contacted by our customer service upon receipt of the parcel at our offices. We will ask you to provide additional details for your delivery address or to offer a new delivery address (within the same country). The parcel will be reshipped to you at no additional cost.
**In-store Pickup (Paris)**
Any order not claimed within fifteen (15) days will be canceled. The total amount of the order will be refunded to you within seven (7) days following the order's cancellation.
### 2.7 Parcel Reception and Anomalies
Each delivery is considered complete upon confirmation from our carrier, as indicated by the tracking system used by the carrier.
It is your responsibility to immediately check, upon receiving your parcel, the conformity and integrity of the product(s) shipped.
In case of damage, we invite you to contact our customer service immediately by email at [info@thedc.fr](mailto:info@thedc.fr) and to provide a copy of your invoice along with one or more photos of the observed damage. After investigation, if it is confirmed that the damage was caused during transport (or if it is a production defect), we will send you a new product to replace the damaged and unusable one, at no additional cost.
In case of missing items, please refer to the section titled "Partial Delivery."
In case of an exchange, i.e., if you received one or more products different from the ones you ordered, we invite you to contact our customer service quickly by email at [info@thedc.fr](mailto:info@thedc.fr), providing one or more photos of the products received and a copy of your invoice. If it is confirmed that there was indeed an error in the preparation of your order, we will send you a Colissimo return label to return the incorrectly received products, in perfect condition, and we will ship the missing products from your order at no additional cost.
### 3. Right of Withdrawal and Returns
#### 3.1 Exercising Your Right of Withdrawal
You have a withdrawal period of fourteen (14) days from the receipt of your order. In the case of an order including multiple items delivered separately, the fourteen (14) day period will start from the receipt of the last product or parcel.
In this case, we invite you to submit your request at [https://retour.sympl.fr](https://retour.sympl.fr), by filling in the required fields, or by email at [info@thedc.fr](mailto:info@thedc.fr). You may withdraw from the entirety of your order or only from certain products within your order. Once your withdrawal request is received, our customer service team will contact you to provide the return instructions and conditions. See below for more information.
#### 3.2 Returning Product(s)
Once your withdrawal request is received by our services, we will provide you with the necessary information to return the product(s) in question. The products must be shipped complete, in perfect condition, in their original packaging, to the address indicated on the return label.
Return shipping costs are your responsibility unless the error was caused by THE DIFFERENT COMPANY. In this case, we will send you a Colissimo return label or reimburse your return shipping costs (see the section "Parcel Reception and Anomalies").
Once the products are received, we will perform an inspection to verify that all the above-mentioned requirements are met. Samples, whether individual or in kits, are not returnable.
#### 3.3 Refund
If the consumer withdraws from the entirety of their order, THE DIFFERENT COMPANY is obliged to refund the full amount paid, excluding delivery charges.
We commit to refunding the returned products using the same payment method as the original purchase, within a maximum of seven (7) days from the date of receipt of the products by our services, provided that the above-mentioned conditions are met.
If the product(s) are returned outside the specified time frame or do not meet the above requirements, you will not be refunded.
---
**1. Shipping Methods and Fees**
1.1 **Shipping Methods**
1.2 **Delivery Times**
1.3 **Shipping Fees**
**2. Tracking, Delivery Issues, and Receipt**
2.1 **Tracking Your Order Delivery**
2.2 **Absence During Delivery/Pickup of the Order**
2.3 **Delivery Delay**
2.4 **Order Preparation Delay**
2.5 **Partial Delivery**
2.6 **Parcels Returned to Sender by Carrier and/or Unclaimed**
2.7 **Receipt of Parcel and Issues**
**3. Right of Withdrawal and Returns**
3.1 **Exercising the Right of Withdrawal**
3.2 **Returning a Product or Products**
3.3 **Refunds**
**1. Shipping Methods and Fees**
**1.1 Shipping Methods**
We offer one or more shipping methods depending on the delivery address provided at checkout.
**Delivery by Colissimo**
The products you order will be delivered to the postal address provided when you placed your order or created your customer account. To review your saved delivery addresses, log in to your account, go to "My Account," and then "Your Information" and "My Delivery Addresses."
Once your order has been shipped by our services, you can track its shipment using the Colissimo tracking code sent to you by email or found at www.thedifferentcompany.com under "My Account" (Your Orders).
When your parcel leaves France, our carrier Colissimo works with local postal services to deliver your order. The local postal service in charge of the parcel will then apply its own conditions.
Since delivery is handled by a third-party provider, THE DIFFERENT COMPANY cannot be held responsible if the failure to deliver or the poor execution of this obligation is attributable to the consumer, an unforeseeable or insurmountable event by a third party to the contract, or a case of force majeure.
**Courier Delivery (Paris and Inner Suburbs Only, Temporarily Unavailable)**
We also offer express courier delivery within one (1) business day. Place your order before 11:59 p.m., and it will be delivered the next day (the business day following the day you placed your order) in the afternoon between 4 p.m. and 6 p.m.
Courier delivery is only available in Paris and nearby suburbs.
When you place an order on our website and choose the Courier delivery option, we invite you to provide additional delivery details in the "comments" section, such as additional delivery instructions or, if necessary, instructions for handing over to a third party. You will be notified by email and SMS about the delivery of your order.
**In-Store Pickup (Paris)**
In-store pickup is only available at our The Different Company boutique located in Paris, 10 rue Ferdinand Duval (75004).
Orders will be available for pickup in-store the next business day. This delivery option is not available for sample sets.
**1.2 Delivery Times**
Orders are typically prepared within an average of two (2) business days. In any case, the order will be fulfilled within a maximum of thirty (30) days from the day after you placed your order on our website, subject to full payment.
**Delivery by Colissimo**
Orders handled by the Colissimo carrier will be delivered within an average of:
- **France**: 2 business days from the time of shipment
- **Europe**: 2 to 7 business days from the time of shipment
- **Worldwide**: 2 to 15 business days from the time of shipment
Saturdays, Sundays, and public holidays in France are not considered business days.
**Courier Delivery (Paris and Inner Suburbs Only)**
The preparation time for an order delivered by courier is one (1) business day. Therefore, it will be delivered the next day (the business day following the day you placed your order on our website) within a defined two-hour window: from 4 p.m. to 6 p.m. You will be notified by email when your order is shipped.
**In-Store Pickup at The Different Company Paris**
Orders for in-store pickup at The Different Company, located at 10 rue Ferdinand Duval, 75004 Paris, are prepared within one (1) business day. The customer's order will be available in-store the business day following the day it was placed on our website.
Orders can be picked up from Tuesday to Saturday, between 2 p.m. and 6 p.m. The customer will be notified by email as soon as their order is available in-store and can pick it up within fifteen (15) business days.
To pick up your order, we invite you to present yourself in-store with an ID and the email confirmation of your order's availability for pickup.
Saturdays, Sundays, and public holidays in France are not considered business days.
**1.3 Shipping Fees**
During this challenging period, we offer free shipping under certain conditions.
**Colissimo Shipping Fees**
- **Mainland France**: Standard shipping is free for purchases over €50.
- Any additional customs fees are the responsibility of the consumer.
**Courier Delivery and In-Store Pickup Fees (Shipping Methods in Paris and Inner Suburbs, Depending on the Period)**
Courier delivery is free for purchases over €100 (excluding shipping fees). For orders under this amount, a fee of €9 is charged.
In-store pickup is free.
**2. Tracking, Delivery Issues, and Receipt**
**2.1 Tracking Your Order Delivery**
As soon as your parcel is handed over to the carrier, you will receive a shipping confirmation email from us. You can then track your order's shipment via your customer account on our website under "Your Orders."
For Colissimo deliveries, we will provide you with your order's tracking code, which you can also find in your customer account. To track your parcel, visit our partner Colissimo's website and enter the tracking code provided. Our partner Colissimo will also keep you informed of your parcel's shipment through notifications sent to the email address registered in your customer account on our website.
For courier deliveries, you will be notified by SMS by our partner.
Finally, for in-store pickups, you will receive an email as soon as your order is available in-store.
**2.2 Absence During Delivery/Pickup of the Order**
**Delivery by Colissimo**
- **France**: If you are absent during the delivery of your parcel to your home (parcels are delivered against the recipient's signature), our carrier Colissimo will leave a delivery notice in your mailbox. You will then need to contact Colissimo to arrange a new delivery date or a pickup point for your parcel. However, if you do not contact Colissimo, they will make two (2) additional delivery attempts at dates and times determined at their discretion.
- **Worldwide (Outside France)**: In the event of the consumer's absence, the local postal service applies its own conditions and will make the parcel available at the nearest post office.
To avoid this situation, we invite you to provide as much information as possible when placing your order online on our website and to designate a second trusted person as the recipient of your order in case of absence (someone who resides at the same address or a neighbor).
**In-Store Pickup of Your Order (Paris)**
Your order will be waiting for you in-store for a period of fifteen (15) days. After this period, if you have not picked up your order, it will be canceled, and you will be refunded within seven (7) days from the date of the cancellation notification.
You can also authorize a friend or family member to pick up your order in-store. In this case, we ask you to contact our store manager Yoann at +33 (0)1 42 78 19 34 or by email at ylb@thedc.fr, to inform him and provide the name and surname of the person who will pick up your order on your behalf. This person will need to present an ID and the email confirmation of your order to be able to collect it on your behalf.
**2.3 Delivery Delay**
**Delivery by Colissimo**
We invite you to report any delivery delay or issue as soon as possible by email at info@thedc.fr, or contact us by phone at +33 (0)9 81 72 83 95 so that we can provide you with more information and, if necessary, initiate an investigation with our partner Colissimo.
The duration of an investigation depends on Colissimo's teams. We will keep you informed by email at each step and provide you with all essential information related to your order's delivery. If the parcel is found during the investigation, it will be immediately redirected to the delivery address provided when you placed your order.
However, if the investigation confirms the loss of the parcel containing the ordered product(s), THE DIFFERENT COMPANY will, at its expense, resend your order or, in the case of permanent unavailability of one or more products, refund the amounts collected using the payment method chosen at the time of the order, according to the terms of these General Terms and Conditions of Sale.
**In-Store Pickup of Your Order (Paris)**
You will be notified by email when your order is available for pickup in-store. We ask that you do not come to the store until you have received the email confirmation of your order's availability.
### 2.4 Delay in Order Preparation
It is possible that we may encounter a delay in preparing your order. In such rare cases, we will notify you by email and keep you informed of the progress of your order’s preparation and shipment.
If the maximum delivery period of thirty (30) days is exceeded, and your order has not been shipped by our services, you may cancel your order within fourteen (14) days by sending a registered letter with acknowledgment of receipt 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](mailto:info@thedc.fr).
Upon receipt of your letter or withdrawal form, and if the delivery has not occurred in the meantime, THE DIFFERENT COMPANY will refund the full amount of your order using the payment method you used for your purchase on our website, within seven (7) days following the receipt of your order cancellation.
### 2.5 Partial Delivery
If you do not receive all of your parcels or ordered products, please 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](mailto:info@thedc.fr).
We will ask you to provide a copy of your invoice as well as photos of the received parcel and products.
After investigation, if it is confirmed that one or more products are indeed missing or that one or more parcels have been lost, we will ship the missing product(s) from your order to you at no additional cost.
### 2.6 Parcels Returned to Sender by the Carrier and/or Unclaimed Parcels
**Delivery by Colissimo**
When a parcel is made available at a post office and is not claimed within fifteen (15) days, it is returned to us by the carrier. You will be informed when your parcel is returned to our premises. In this case, we can, if you wish, reship your parcel upon its return; this will be at your expense. If you do not wish the parcel to be reshipped, your order will be canceled and we will refund the full amount via the payment method you used when placing your order on our website, within seven (7) days of the order's cancellation.
A parcel may be returned to us due to a lack of information or because the postal services were unable to deliver it to the provided address. In this second case, you will be contacted by our customer service upon receipt of the parcel at our offices. We will ask you to provide additional details for your delivery address or to offer a new delivery address (within the same country). The parcel will be reshipped to you at no additional cost.
**In-store Pickup (Paris)**
Any order not claimed within fifteen (15) days will be canceled. The total amount of the order will be refunded to you within seven (7) days following the order's cancellation.
### 2.7 Parcel Reception and Anomalies
Each delivery is considered complete upon confirmation from our carrier, as indicated by the tracking system used by the carrier.
It is your responsibility to immediately check, upon receiving your parcel, the conformity and integrity of the product(s) shipped.
In case of damage, we invite you to contact our customer service immediately by email at [info@thedc.fr](mailto:info@thedc.fr) and to provide a copy of your invoice along with one or more photos of the observed damage. After investigation, if it is confirmed that the damage was caused during transport (or if it is a production defect), we will send you a new product to replace the damaged and unusable one, at no additional cost.
In case of missing items, please refer to the section titled "Partial Delivery."
In case of an exchange, i.e., if you received one or more products different from the ones you ordered, we invite you to contact our customer service quickly by email at [info@thedc.fr](mailto:info@thedc.fr), providing one or more photos of the products received and a copy of your invoice. If it is confirmed that there was indeed an error in the preparation of your order, we will send you a Colissimo return label to return the incorrectly received products, in perfect condition, and we will ship the missing products from your order at no additional cost.
### 3. Right of Withdrawal and Returns
#### 3.1 Exercising Your Right of Withdrawal
You have a withdrawal period of fourteen (14) days from the receipt of your order. In the case of an order including multiple items delivered separately, the fourteen (14) day period will start from the receipt of the last product or parcel.
In this case, we invite you to submit your request at [https://retour.sympl.fr](https://retour.sympl.fr), by filling in the required fields, or by email at [info@thedc.fr](mailto:info@thedc.fr). You may withdraw from the entirety of your order or only from certain products within your order. Once your withdrawal request is received, our customer service team will contact you to provide the return instructions and conditions. See below for more information.
#### 3.2 Returning Product(s)
Once your withdrawal request is received by our services, we will provide you with the necessary information to return the product(s) in question. The products must be shipped complete, in perfect condition, in their original packaging, to the address indicated on the return label.
Return shipping costs are your responsibility unless the error was caused by THE DIFFERENT COMPANY. In this case, we will send you a Colissimo return label or reimburse your return shipping costs (see the section "Parcel Reception and Anomalies").
Once the products are received, we will perform an inspection to verify that all the above-mentioned requirements are met. Samples, whether individual or in kits, are not returnable.
#### 3.3 Refund
If the consumer withdraws from the entirety of their order, THE DIFFERENT COMPANY is obliged to refund the full amount paid, excluding delivery charges.
We commit to refunding the returned products using the same payment method as the original purchase, within a maximum of seven (7) days from the date of receipt of the products by our services, provided that the above-mentioned conditions are met.
If the product(s) are returned outside the specified time frame or do not meet the above requirements, you will not be refunded.