Shipping policy

Contents

1. Delivery destinations
2. Made-to-order production
3. Delivery times
4. Delivery charges
5. Orders containing several prints
6. Order tracking
7. Delivery address
8. Parcel handover and transfer of risk
9. Insurance included: defects, breakage or damage
10. Delayed or missing delivery
11. Customs and import taxes
12. Contact

1. Delivery destinations

AluArtMountains currently delivers prints from its standard catalogue to the following countries:

• France;
• Belgium;
• Germany;
• Austria;
• the Netherlands;
• Luxembourg;
• Switzerland;
• Liechtenstein.

The actual availability of delivery to a destination and address is checked during checkout.

If a country or address cannot be selected at the next step, delivery there is not available for that order.

2. Made-to-order production

Each AluArtMountains print is printed and made to order by a professional production partner, selected according in particular to the photograph, size and delivery address.

Production generally takes 1 to 2 days from confirmation of the order.

This period may be extended, in particular:

• during periods of high demand;
• if a production site is exceptionally closed;
• if a technical incident affects the file or production equipment;
• if an additional check is needed before production;
• if a size requires a specific production process.

When a difficulty likely to cause a significant delay to the order is identified, AluArtMountains informs the customer as soon as possible.

3. Delivery times

After production and handover of the parcel to the carrier, transit generally takes 2 to 4 days.

The total time from ordering to receipt is therefore usually 3 to 6 days.

This is a usual estimate. It may vary depending in particular on:

• the product and size ordered;
• the production site available;
• the delivery country and address;
• the carrier’s delivery times;
• weekends and public holidays;
• weather conditions;
• any customs formalities;
• any external event that could not reasonably be avoided.

The date or time frame shown during checkout and confirmed to the customer is the estimate applicable to that order.

If no specific date or time frame is given, delivery takes place without undue delay and no later than the applicable statutory deadline.

Orders needed by a specific date

For a birthday, Christmas, an opening, a professional installation or any other event with a set date, customers are encouraged to order in advance.

If a date is an essential condition of the purchase, the customer must inform AluArtMountains before ordering so that it can check whether that date can be expressly accepted.

4. Delivery charges

For an order containing a single print from the standard catalogue, the tracked delivery charges currently applied to the destinations served are:

• 30 × 45 cm: €9.90
• 40 × 60 cm: €14.90
• 50 × 75 cm: €19.90
• 60 × 90 cm: €19.90
• 70 × 100 cm: €19.90

The cart may show an estimated total including delivery where a reliable calculation is possible before the next step.

In all cases, the amount applicable to the order is shown before final confirmation.

If the store or checkout is displayed in another currency, the converted amount shown to the customer before confirmation is the applicable amount.

Bespoke projects, special sizes or orders using a specific production or transport process may be subject to separate conditions, communicated before confirmation.

5. Orders containing several prints

If an order contains several prints or sizes, these may fall under different shipping profiles, be produced at different sites and be dispatched separately.

The customer may therefore receive:

• several parcels;
• several shipping confirmations;
• several tracking numbers;
• parcels delivered on different dates.

The total delivery charge for an order containing several prints is calculated automatically according to the contents of the cart.

It may therefore differ from the rates applicable to a single print.

If the charge cannot be reliably determined directly in the cart, it is calculated and confirmed at the next step, before final confirmation of the order.

The order is considered fully delivered when the last product has been handed over to the customer or the person designated to receive it.

6. Order tracking

A confirmation is sent when the order, or part of it, is shipped.

When the carrier provides tracking, the message contains a link or number that can be used to follow the parcel.

Several hours may pass between creation of the shipping label and the first visible update in the carrier’s system.

A lack of movement immediately after the shipping confirmation therefore does not necessarily mean that the parcel has not been taken in charge.

The customer should nevertheless contact AluArtMountains if tracking remains inactive for an abnormally long period or if an anomaly appears.

7. Delivery address

The customer must check that their address is accurate and complete before confirming the order.

In particular, they must check:

• the recipient’s name;
• the street number and name;
• the postcode and town or city;
• the country;
• any building, floor, apartment or access code;
• the telephone number;
• the email address used for tracking.

Customers are encouraged to contact AluArtMountains immediately if they notice an error.

However, an address change can no longer be guaranteed once the order has entered production, the shipping label has been created or the parcel has been dispatched.

If additional costs result directly from:

• an incorrect or incomplete address supplied by the customer;
• a prolonged absence preventing delivery;
• an unjustified refusal of the parcel;
• failure to collect within the period specified by the carrier;

the costs needed for a new shipment may be charged to the customer after they have been informed.

8. Handover and transfer of risk

Where delivery is carried out by a carrier offered as part of the order, AluArtMountains remains responsible for proper performance of the delivery until the product is physically handed to the customer or to a third party designated by the customer, other than the carrier.

The risk of loss or damage transfers to the customer when the customer physically takes possession of the product.

Where the customer chooses a carrier selected independently and not offered by AluArtMountains, risk may transfer when the product is handed to that carrier.

Receipt of the parcel

Where possible, the customer is advised to check the external condition of the parcel when it is handed over.

If there is visible damage, the customer may refuse the parcel or make precise reservations with the carrier.

The absence of reservations at the time of delivery does not remove the customer’s rights against AluArtMountains.

9. Insurance included: printing defects, breakage or transit damage

The commercial statement “Insurance included” refers to AluArtMountains’ handling of documented printing defects, breakage and transit damage.

This coverage is included in the price of the print and does not limit the applicable statutory guarantees.

If the print is defective or arrives damaged, even if the packaging appears intact, the customer must contact AluArtMountains as soon as possible.

To help process the claim, the customer is asked to provide:

• the order number;
• a photograph showing the entire print;
• detailed photographs of the defect or damage;
• if the packaging is marked or damaged, photographs of the outer packaging, internal protective materials and shipping label.

The print, box and protective materials must be kept until the claim is closed or other instructions are given.

Once the claim has been approved, a new conforming print is produced at no charge.

Where the circumstances warrant it, any other remedy provided by statutory guarantees remains applicable.

The product must not be sent back without prior instructions to the manufacturer, carrier or AluArtMountains’ administrative address.

10. Delay or non-delivery

In the event of delay, interrupted tracking or a parcel not received, the customer is advised to:

1. check the available tracking information;
2. check messages and any delivery notices;
3. check that the delivery address is correct;
4. contact AluArtMountains and state the order number.

AluArtMountains handles the necessary investigations and communications with the carrier or production partner.

The customer does not have to resolve the dispute alone with the carrier when that carrier was offered as part of the order.

Delivery beyond the stated period

Where the order is not delivered on the stated date or within the stated period, the customer may ask AluArtMountains in writing to make delivery within a reasonable additional period.

If delivery still does not take place by the end of that additional period, the customer may notify termination of the order.

The customer may also terminate the contract immediately where:

• AluArtMountains refuses to make delivery;
• the stated date or period was an essential condition of the order and AluArtMountains had been informed of that condition.

Where the order is validly terminated for failure to deliver, the amounts paid are refunded within the applicable statutory period.

11. Customs and import taxes

For deliveries within the European Union, import customs formalities do not normally apply to the recipient when the goods are shipped from within the European Union.

For Switzerland and Liechtenstein, duties, import taxes, customs clearance charges or administrative fees may apply depending in particular on:

• the production location;
• the origin of the shipment;
• the order value;
• the applicable local rules.

If these amounts are not included in the sum paid on the website, they may be charged to the recipient upon import or delivery.

12. Contact

For any question about production, shipping, tracking or receipt of an order:

AluArtMountains
Pierre Thiaville — Sole trader
7 rue Aristide Briand
69003 Lyon, France
Email: info@aluartmountains.com
Telephone: 06 27 07 55 18

The administrative address above is not an automatic returns address. Any return shipment must be preceded by contact with AluArtMountains so that the appropriate instructions can be provided.