Shipping policy

1 - Shipping Regions & Carriers

Metropolitan France: Colissimo.

European Union (26 countries): Colissimo International.

International: United Kingdom, Switzerland, Norway, United States, Canada, Australia, New Zealand, Japan, South Korea, Hong Kong, Singapore, Malaysia, Israel and United Arab Emirates, via Colissimo International or DHL Express.

Your country is not listed? Contact us before ordering. We do not ship to P.O. Boxes, military addresses or destinations subject to embargo.

2 - Order Processing Times

Preparation time: your order is handed to the carrier within 1 to 3 business days (excluding weekends and public holidays).

3 - Estimated Delivery Times

All orders ship from France. Once handed to the carrier, delivery takes 2 to 8 business days depending on the destination.

These are carrier estimates and are not guaranteed. Delays beyond our control may occur (customs, weather, strikes, peak seasons).

4 - Shipping Fees

France: €8.80 — free from €200.

European Union: €22 — free from €200.

International: €29.

Shipping fees are shown at checkout before payment. Free shipping applies automatically once your order total reaches €200.

5 - Shipment Tracking

A tracking number will be emailed once the carrier collects your parcel. Tracking may take 24–48 hours to update after dispatch notification.

6 - Shipping Address & Changes

Please make sure your name, address, postal code and phone number are accurate. Once an order has been dispatched, it cannot be modified. Reshipment due to an incorrect or incomplete address may incur additional fees.

7 - Failed / Unclaimed Deliveries

In case of absence, the carrier may attempt redelivery, leave the parcel at a pickup point, or return it to sender. Unclaimed or refused parcels may be returned. A reshipment fee and/or return costs may be deducted from any refund (excluding defective items).

8 - Taxes, Duties & Customs

EU: VAT charged at checkout; no customs duties within the EU.

UK, Switzerland & International: shipments are DAP (Delivered At Place). Any duties, import taxes and brokerage fees are payable by the recipient and may be collected by the carrier before delivery. If these fees are refused, the parcel may be returned; any incurred costs will be deducted from the refund. Customs clearance may delay delivery.

9 - Pre-Orders & Mixed Orders

Orders containing pre-order items ship in one parcel at the latest estimated ship date, unless you request split shipments (additional fees may apply). Estimated pre-order dates are indicative and subject to change.

10 - Lost, Stolen or Damaged Parcels

If your tracking appears stalled for more than 7 business days, contact us at contact.guillaume.alexandre@gmail.com with your order number and tracking link.

For damaged parcels: keep all packaging, take photos (outer box + product) and contact us within 48 hours. We will file a claim with the carrier and propose a suitable remedy (replacement, credit or refund, subject to stock and eligibility).

We cannot be held liable for theft after confirmed delivery at the address provided. A police or carrier declaration may be required for any claim.

11 - Delays & Force Majeure

We are not responsible for delays caused by circumstances beyond our reasonable control (strikes, severe weather, natural disasters, government actions, carrier disruptions, seasonal peaks). Timelines remain estimates.

12 - Packaging & Sustainability

We strive to use recyclable materials and reduce single-use plastics wherever possible. Please recycle according to local guidelines.

13 - Return / Sender Address

Atelier Medoosa
30 chemin de Montrabé
31240 Saint-Jean, France
Email: contact.guillaume.alexandre@gmail.com

14 - Questions

For assistance, contact contact.guillaume.alexandre@gmail.com. We reply Monday to Friday, excluding public holidays (Paris time).