Shipping policy

Contents

1. Made-to-order production
2. Delivery times in France
3. Delivery charges in metropolitan France
4. Delivery outside France
5. Orders containing several products
6. Order tracking
7. Delivery address
8. Handover and transfer of risk
9. Delay or non-delivery
10. Damaged parcel or photo print
11. Contact

1. Made-to-order production

Each AluArtMountains photo print is made to order by a professional production partner selected according to the photograph, size, product characteristics and delivery address.

Production is usually completed within 1 to 2 calendar days, including weekends, from confirmation of payment.

This period may be extended in particular:

• during periods of high activity;
• when a size requires a specific production process;
• in the event of a technical incident affecting the file or production equipment;
• when an additional check is required before production;
• in the event of an exceptional closure of the relevant production site.

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

2. Delivery times in France

After production and handover of the parcel to the carrier, standard transport to metropolitan France generally takes 2 to 4 business days.

Delivery therefore usually takes 3 to 6 business days from confirmation of the order.

This is a usual estimate. It may vary according to:

• the product and size ordered;
• the available production site;
• the time of year;
• the address and access conditions at the delivery location;
• the carrier’s transit times;
• weekends and public holidays;
• weather conditions or exceptional events;
• any other external event that could not reasonably be avoided.

The delivery date or period shown during checkout and confirmed on a durable medium constitutes the estimate applicable to the relevant order.

Where no particular date or period is stated, delivery is made without undue delay and no later than within the applicable statutory period.

Order required for a specific date

For a birthday, Christmas, opening, professional installation or any other dated event, customers are advised to place their order in advance.

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

3. Delivery charges in metropolitan France

For photo prints using the standard shipping circuit, charges are calculated according to the size ordered.

Small sizes — €9.90

• 20 × 20 cm;
• 30 × 30 cm;
• 30 × 45 cm.

Medium sizes — €14.90

• 40 × 40 cm;
• 40 × 60 cm;
• 50 × 50 cm.

Large sizes — €19.90

• 50 × 75 cm;
• 60 × 60 cm;
• 60 × 90 cm;
• 70 × 100 cm.

The exact delivery charge is shown during checkout before final confirmation of the order.

Certain products, special sizes or projects handled through a different production or transport circuit may be subject to a different rate.

In that case, the amount clearly displayed before payment is the rate proposed for the relevant order.

4. Delivery outside France

AluArtMountains can deliver to several European countries and certain international destinations, subject to the options available for the product and size ordered.

Shipping charges and transport options are calculated in particular according to:

• the delivery country and address;
• the product and size ordered;
• the available production site;
• the carrier serving the destination;
• any constraints relating to the weight or dimensions of the parcel.

The applicable amount is shown during checkout before final confirmation of the order.

International delivery times vary according to the destination country. The estimate communicated during checkout includes production time and estimated transit time.

Customs, VAT and import taxes

For delivery within the European Union, import customs formalities do not normally apply to the recipient for goods shipped from within the European Union.

For delivery to a country outside the European Union, including Switzerland or the United Kingdom, customs duties, import taxes, customs-clearance charges or administrative fees may be applied by the authorities or carrier.

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

Customers are advised to check the rules applicable in their country before ordering.

5. Orders containing several products

When an order contains several photo prints, sizes or product categories, they may be produced at different sites and shipped separately.

The customer may therefore receive:

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

Separate shipping organised by AluArtMountains does not change the total delivery charge shown and accepted before payment.

The order is considered fully delivered when the final product has been handed 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 the address is accurate and complete before confirming the order.

In particular, the customer must check:

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

The customer is advised to contact AluArtMountains immediately if an error is found.

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

Where 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 the parcel within the period set by the carrier;

the costs required for a new shipment may be charged to the customer after the customer has 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. 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.

10. Damaged parcel or photo print

If the parcel or photo print is damaged, the customer must contact AluArtMountains as soon as possible.

Ideally reporting the damage within 48 hours after delivery helps open and process the case with the carrier or production partner.

This 48-hour period is a practical recommendation. It does not limit statutory guarantees or any other rights available to the customer.

Where possible, the message should include:

• the order number;
• a full photograph of the photo print;
• several detailed photographs of the damage;
• photographs of the outer packaging;
• photographs of the inner protective packaging;
• a photograph of the shipping label.

The customer must retain the product, box, protective materials and other packaging until the case is closed or until instructed otherwise.

The product must not be returned spontaneously to the manufacturer, carrier or AluArtMountains’ administrative address.

After reviewing the material provided, AluArtMountains arranges the appropriate solution, which may in particular include:

• a new conforming print;
• a new shipment;
• a refund where the circumstances justify it;
• any other measure provided by applicable statutory guarantees.

AluArtMountains handles the case with the carrier or production partner.

11. 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.