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Delivery / Returns


1. Terms of delivery

1.A General rules

Products ordered by the Buyer will be delivered to the address indicated by the Buyer on the order form.

By default, invoices are sent by e-mail to the e-mail address indicated by the Buyer at the time of his registration as well as on his customer account created on the Site Failure to comply with the contractual terms and conditions described below will result in no claim by the Buyer.

Depending on the size of the parcel and the place/country of delivery indicated by the Buyer, one or more delivery methods will be proposed to the Buyer at the time of the Order.

Whatever the method of delivery, the Buyer or the recipient of the ordered products is invited to check the apparent state of the products upon delivery.

1.B Delivery characteristics

1.B.1 Delivery methods


In case of absence, the Buyer or the recipient of the order receives a notice of passage/notification by mail/SMS from the Chronopost delivery service, allowing him/her to withdraw the ordered products in a relay point or in the nearest post office, indicated in the notice of passage/notification by mail/SMS during a period of fifteen days.

Chronopost Points Relay

The parcel containing the ordered and paid products is dropped off at the relay selected by the Buyer at the time of his Order.

The Buyer of the Order receives an email allowing him/her to withdraw the parcel at the relay during the time indicated in the email from Cousin.e.s Cosmetics or its carrier. The withdrawal in relay is possible only on presentation of the above-mentioned email, the ID and a signature of the Buyer.

The signature affixed by the Buyer or the recipient of the Order on the PDA is proof of delivery and receipt by the Buyer or the recipient of the Order of the products ordered. No dispute relating to the delivery itself is possible, the package can be delivered only on presentation of a proof of identity.

1.B.2 Returns in the absence of withdrawal

Whatever the method of delivery, in the event that the package is not collected within the time indicated on the notice of passage, the package is returned to the logistics department of Cousin.e.s Cosmetics: SFFP/Bogart located at 20 rue du General Leclerc 27120 Pacy sur Eure.

In this case, the Buyer will be reimbursed for the amount of the Order, minus shipping costs, by the same means of payment used for the purchase.

1.B.3 Loss of packages

In case of loss of package, Cousin.e.s Cosmetics is responsible for taking action against the carrier to report the loss and request an investigation of the package.

Being obliged to respect the deadlines of the investigation and the refund/return of the order imposed by Chronopost, the Buyer is also bound by these deadlines.

The claim file allowing to open an investigation generally consists of several documents (certificate of honor, identity documents, Chronopost personal claim number) which will be requested from the Buyer by the Customer Service of Cousin.e.s Cosmetics, during their exchanges.

The results of the investigations are given by the carriers within 1 to 3 weeks. A refund or a new shipment of the order will be offered to the Buyer according to the findings of the investigation. Cousin.e.s Cosmetics will do its best to reduce these delays.

1.B.4 Delivery times

For any order confirmed from Monday to Friday (excluding holidays) before 12:00 on the website, the preparation of the order will take place within 2 days.

After preparation, the delivery times of your order are as follows:

  • Shipment by Chronopost: Home delivery in 24h-72h (working days) excluding processing time valid for Metropolitan France, Belgium and Switzerland
  • For DOM TOM and Europe 5 to 15 days and international 8 to 15 days.
  • Chronopost Relay : France 2-4 days (working days)
  • For DOM TOM and Europe 5 to 15 days and international 8 to 15 days.

Nevertheless, the Buyer is informed that the ordered products will be delivered within a maximum of thirty days, excluding processing time and subject to full payment of the price.

In the event that the delivery time is exceeded by the carrier, as mentioned above, and exceeds 15 days and is not due to a case of force majeure, the Buyer must formalize his choice to cancel or keep his order by e-mail sent back to the Customer Service.


There are no customs duties for products delivered in France or in the European Community.

For other countries, customs taxes may be payable. It is up to the Buyer to contact the customs services of his country to make a customs declaration if necessary. The company Odyssée Cosmetics / Cousin.e.s Cosmetics can in no way be held responsible for any additional costs related to these customs taxes.

As a reminder, the French overseas departments and territories are considered to be outside the European Union and therefore subject to customs clearance.

Shipping costs

Shipping costs are charged according to the weight of the package, the country of delivery and the chosen carrier.

1.B.5 Delivery anomaly

Any anomaly concerning the delivery (damage, damaged package, broken products …) must be reported to the Customer Service of Cousin.e.s Cosmetics, within 3 days after delivery. This process of notification of a delivery anomaly is not exclusive of the benefit of legal guarantees from which the Buyer benefits.

The Buyer or the recipient of the Order must report the absence or deterioration of the product to Cousin.e.s Cosmetics’ Customer Service:, who will remind him/her of the procedure to follow, as indicated below, in order to request a refund or a new shipment of the ordered products.

Customer Service may request any information relating to the identity of the Buyer or the recipient, the Order and the package in order to proceed with any useful verification, on this occasion and in order to respond to the claim. It is strongly recommended to the Buyer, if he notices any defect at the time of the delivery, to take pictures of the packaging (including labels) and of the products in order to be able to provide the necessary documents for the examination of his claim.

Cousin.e.s Cosmetics will bear all costs of return / reshipment concerning an anomaly arising prior to taking possession of the product and therefore the transfer of risk to the consumer.

A compensation, refund or exchange of the product will be offered to the Buyer, depending on the anomaly found.

2. Transfer of risks

4.A. Legal right of withdrawal

You have the right to withdraw from this contract without giving any reason within fourteen days. The withdrawal period expires fourteen days after the day on which you, or a third party other than the carrier and designated by you, takes physical possession of the goods. In the case of an order sent in several packages, the withdrawal period for the order begins on the day following receipt of the last product in the order.

To exercise your right of withdrawal, you must notify us of your decision to withdraw from this contract by means of an unambiguous statement via your customer account.

If you use this option, we will immediately send you an acknowledgement of receipt of the cancellation in a durable medium (by e-mail).

As an exception to the above and in accordance with Article L.221-28 of the Consumer Code, the Buyer is informed that the right of withdrawal cannot be exercised when the subject of the contract concerns the supply of goods that have been unsealed by the consumer after delivery and that cannot be returned for reasons of hygiene or health protection.

4.B. Effects of withdrawal

The right of withdrawal entails an obligation to return the products of the order. In accordance with Article L. 121-23 of the Consumer Code, following the exercise of his right of withdrawal, the Buyer has a period of 14 (fourteen) clear days from the date of receipt of his order by himself or by the recipient of the order, to return at its expense the entirety of his order and obtain, at the option of the Buyer the exchange of products, or a credit or refund corresponding to the amount of his order. The products must be returned according to the procedure described in Article 5 – below.

5. Return of products

Any risk related to the return of the product is the responsibility of the Buyer.

Cousin.e.s Cosmetics does not accept parcels sent postage due.

The costs of return or voluntary exchange will be charged to the Buyer.

The products must be returned to the following address

SFFP / Bogart
20 General Leclerc Street
27120 Pacy sur Eure.



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