Frakt

Premiere Peau - Shipping, Delivery & Claims Policy

(effective 7 March 2026 - supersedes all prior versions)

Acceptance of Terms

By completing checkout and placing an order on this store, the customer expressly acknowledges having read, understood, and accepted every term in this Shipping, Delivery & Claims Policy in its entirety. This includes, without limitation: delivery timeframes, shipping rates, DAP Incoterms, customs and import duty responsibilities, return address requirements, the 55 EUR return-logistics fee, damage claim documentation requirements (photographs, parcel label, signed statement, government-issued ID), chargeback contest procedures, and all refund conditions. This acceptance is a binding condition of purchase. If you do not agree to these terms, do not place an order.

Nature of Products - Perfume & Cosmetics

Premiere Peau sells extrait de parfum (concentrated perfume). These are personal care and cosmetic products subject to the following rules:

Opened, used, tested, or partially consumed products cannot be returned or refunded under any circumstances, in accordance with Article L221-28 of the French Consumer Code and EU Directive 2011/83/EU, Article 16(e), which exempts sealed goods unsuitable for return due to health or hygiene reasons once unsealed by the consumer.
Fragrance is subjective. "I do not like the scent," "the fragrance does not smell as expected," "this is not what I imagined," or any variation of personal preference does not constitute a defect, damage, or grounds for return, refund, or chargeback. You are purchasing a specific formula - not an expectation.
All product descriptions, ingredients, and concentration levels (20% extrait de parfum) are accurately stated on the product page. A product that matches its description is not "not as described."
Discovery Sets exist specifically so that customers can test before committing to full-size bottles. We strongly recommend purchasing a Discovery Set first.

Shipping Rates

We ship worldwide from France. Rates depend on destination, cart value, and speed. All shipments include tracking.

Where three rates are shown (e.g. 21.90 / 19.90 / 19.90 EUR), they correspond to: orders under 200 EUR / orders 200 EUR+ / orders 350 EUR+.

France

Standard (Colissimo) - 1-5 business days: Free

Express (Chronopost 13H) - 1-2 business days: 8.90 EUR

EU Zone 1 - Germany, Belgium, Luxembourg, Netherlands

Standard (Spring) - 5-10 business days: Free

Tracked (Colissimo) - 3-7 business days: 18.90 / 15.90 / 15.90 EUR

Express (Chronopost) - 2-5 business days: 29.90 / 26.90 / 28.90 EUR

EU Zone 2 - Austria, Spain, Ireland, Italy, Portugal

Standard (Spring) - 5-10 business days: Free

Tracked (Colissimo) - 3-7 business days: 21.90 / 20.90 / 20.90 EUR

Express (Chronopost) - 2-5 business days: 29.90 / 26.90 / 28.90 EUR

EU Zone 3 - Denmark, Estonia, Hungary, Latvia, Lithuania, Poland

Standard (Spring) - 5-12 business days: Free

Tracked (Colissimo) - 4-8 business days: 24.90 / 22.90 / 22.90 EUR

Express (Chronopost) - 2-5 business days: 35.90 / 32.90 / 35.90 EUR

EU Zone 4 - Bulgaria, Cyprus, Croatia, Finland, Greece, Iceland

Standard (Spring) - 7-14 business days: Free / 11.90 / 11.90 EUR

Tracked (Colissimo) - 4-8 business days: 28.90 / 27.90 / 27.90 EUR

Express (Chronopost) - 3-6 business days: 52.90 / 49.90 / 54.90 EUR

United Kingdom

Standard (Spring) - 5-10 business days: Free

Tracked (Colissimo) - 4-8 business days: 26.90 / 24.90 / 24.90 EUR

Express (Chronopost) - 2-5 business days: 34.90 / 31.90 / 33.90 EUR

Switzerland & Norway

Standard (Spring) - 5-10 business days: Free / 13.90 / 13.90 EUR

Tracked (Colissimo) - 4-8 business days: 28.90 / 27.90 / 27.90 EUR

Turkey

Standard (Spring) - 7-14 business days: Free / 12.90 / 12.90 EUR

Tracked (Colissimo) - 5-10 business days: 28.90 / 27.90 / 27.90 EUR

Express (Chronopost) - 3-6 business days: 52.90 / 49.90 / 54.90 EUR

North Africa - Morocco, Tunisia, Algeria

Standard (Spring) - 7-14 business days: 27.90 / 49.90 / 60.90 EUR

Tracked (Colissimo) - 5-10 business days: 32.90 / 38.90 / 38.90 EUR

United States

Standard (Spring) - 7-14 business days: 21.90 / 19.90 / 19.90 EUR

Express (FedEx) - 3-6 business days: 45.90 / 44.90 / 42.90 EUR

Canada

Standard (Spring) - 7-14 business days: 21.90 / 19.90 / 19.90 EUR

Express (FedEx) - 3-6 business days: 51.90 / 50.90 / 48.90 EUR

Japan

Standard (Spring) - 7-14 business days: 21.90 / 19.90 / 19.90 EUR

Express (FedEx) - 3-6 business days: 53.90 / 50.90 / 48.90 EUR

Asia 1 - Singapore, South Korea, Hong Kong, Taiwan, China

Standard (Spring) - 7-14 business days: 20.90 / 18.90 / 18.90 EUR

Express (FedEx) - 3-6 business days: 53.90 / 50.90 / 48.90 EUR

Asia 2 - India, Thailand, Vietnam, Indonesia, Malaysia, Philippines

Standard (Spring) - 10-18 business days: 26.90 / 47.90 / 57.90 EUR

Express (Chronopost) - 4-8 business days: 63.90 / 63.90 / 73.90 EUR

Gulf States - UAE, Saudi Arabia, Qatar, Kuwait, Bahrain, Oman

Standard (Spring) - 10-18 business days: 25.90 / 46.90 / 57.90 EUR

Express (Chronopost) - 4-8 business days: 61.90 / 61.90 / 71.90 EUR

Middle East - Jordan, Lebanon, Israel, Iraq, Egypt

Standard (Spring) - 10-18 business days: 25.90 / 46.90 / 57.90 EUR

Express (Chronopost) - 4-8 business days: 61.90 / 61.90 / 71.90 EUR

Oceania - Australia, New Zealand

Standard (Spring) - 10-18 business days: 23.90 / 21.90 / 21.90 EUR

Express (Chronopost) - 4-8 business days: 56.90 / 53.90 / 59.90 EUR

Latin America - Mexico, Brazil, Argentina, Chile, Colombia, Peru

Standard (Spring) - 10-20 business days: 27.90 / 50.90 / 62.90 EUR

Express (Chronopost) - 5-10 business days: 66.90 / 66.90 / 66.90 EUR

Africa - South Africa, Nigeria, Kenya

Standard (Spring) - 10-20 business days: 27.90 / 49.90 / 60.90 EUR

Express (Chronopost) - 5-10 business days: 61.90 / 61.90 / 71.90 EUR

Rest of World - Uzbekistan, Kazakhstan, Armenia, Azerbaijan, Belarus, Russia

Standard (Spring) - 10-20 business days: 27.90 / 49.90 / 60.90 EUR

Express (Chronopost) - 5-10 business days: 63.90 / 63.90 / 73.90 EUR

Overseas Territories - Faroe Islands, French Guiana, Martinique, Reunion, New Caledonia, French Polynesia

Standard (Spring) - 10-20 business days: 27.90 / 49.90 / 60.90 EUR

Delivery Timeframes & Limitations

Delivery estimates are in business days only (excluding weekends, public holidays, and customs processing). They begin from the date of dispatch, not the date of order.
Premiere Peau is not liable for delays caused by customs clearance, carrier operational issues, force majeure, weather events, strikes, incorrect delivery addresses, or the customer's failure to collect the parcel.
A delivery delay does not entitle the customer to a refund or chargeback as long as the parcel is in transit or ultimately delivered.
Standard international delivery uses Spring postal service. Tracked and Express options provide full end-to-end tracking.

Proof of Delivery

Carrier tracking confirmation constitutes proof of delivery. This includes: GPS-confirmed delivery scan, delivery to the address provided by the customer, handoff to building concierge or neighbor per local carrier practice, deposit at a pickup point or post office, or a signed delivery confirmation. Once the carrier confirms delivery, Premiere Peau's obligation is fulfilled. Claims of non-receipt after confirmed delivery will be evaluated on a case-by-case basis and may be denied if tracking evidence supports successful delivery.

International Shipments - DAP (Delivered At Place) - Incoterms 2020

ALL international shipments (outside the European Union) are sold and shipped exclusively under DAP - Delivered At Place (Incoterms 2020). This is non-negotiable and constitutes the governing trade term for every non-EU order. By completing checkout, the customer irrevocably accepts DAP terms for the transaction.

Under DAP:

Premiere Peau delivers the goods to the destination country. Risk of loss or damage transfers to the buyer upon the carrier's arrival at the destination address.
The buyer is solely and entirely responsible for ALL import duties, taxes, customs fees, brokerage charges, VAT, GST, sales tax, and any other levy, surcharge, or charge imposed by the destination country, its customs authorities, or the delivering carrier. Premiere Peau does not collect, estimate, prepay, reimburse, or absorb any of these charges under any circumstances.
Products are priced and sold tax-exclusive. The checkout price does not include any import duty, VAT, GST, sales tax, or equivalent. These are additional charges determined by your country.
The customer may not dispute, charge back, or request a refund for import duties and taxes. These are sovereign government levies outside Premiere Peau's control.
Premiere Peau will not under-declare customs values, mark parcels as "gift," or misrepresent contents on customs declarations. All shipments are declared at their true commercial value as required by international trade law.

United States - Specific Provisions

U.S. Customs and Border Protection (CBP) or FedEx may assess and collect federal duties and/or state sales taxes directly from the recipient. These are mandatory under U.S. law.
Premiere Peau is a French company with no U.S. nexus. We have no obligation to collect, estimate, or prepay U.S. duties or taxes.
Duty/tax amounts depend on HS code classification, declared value, and recipient's state. Premiere Peau cannot predict or guarantee these amounts.
Refusing delivery because of import duties does not entitle the customer to a free return or full refund. The 55 EUR return-logistics fee applies.
Orders shipped to forwarding addresses, P.O. boxes, or freight forwarders ship at the customer's sole risk. Premiere Peau's delivery obligation ends at carrier handoff to the forwarding agent.
U.S. customers: by placing an order, you explicitly acknowledge that you may be required to pay import duties and/or state taxes upon delivery, and that these charges are your sole responsibility.

Gulf States, Middle East & Regions with Cash-on-Delivery Customs

Countries including UAE, Saudi Arabia, Qatar, Kuwait, Bahrain, Oman, Jordan, Lebanon, Egypt, and others operate customs regimes where duties are collected in cash upon delivery. By ordering:

You acknowledge import duties and local VAT/GST will be collected by the carrier or customs at delivery.
Charges can range from 5% to 25%+ of declared product value.
Premiere Peau cannot waive, reduce, or absorb these charges.
Failure to pay results in parcel return. The 55 EUR return-logistics fee (or actual cost if higher) applies.

Returns Address

The sole authorized return address is:

SAS DAT CLIENT PREMIEREPEAU RETOUR
1 Rue Jules Valles
95670 Marly-la-Ville
France

Returns sent to any other address (including our registered office, any warehouse not listed above, or any third-party address) will not be accepted, acknowledged, or refunded.
All returns must be pre-authorized by contacting contact@premierepeau.com. Unsolicited returns (sent without prior authorization) will not be processed.
The customer bears all return shipping costs, customs fees, and re-import charges unless otherwise agreed in writing.
Items must be returned sealed, unopened, unused, in original packaging, with all tags intact. Opened, used, sprayed, tested, or partially consumed perfume products are non-returnable (EU Directive 2011/83/EU, Art. 16(e)).

Refusal of Delivery, Uncollected Parcels & Return-to-Sender

If a parcel is refused, uncollected from a pickup point after the carrier's holding period, returned to sender because the customer declined to pay import duties, or undeliverable due to incorrect address:

The parcel will be returned to France at the carrier's return rate. This cost is borne by the customer.
A flat fee of 55 EUR will be deducted from any refund, covering: outbound shipping (even if originally free), return shipping charged by the carrier, customs re-import processing, and warehouse handling.
If actual return-logistics costs (outbound + return + re-import duties + handling) exceed 55 EUR, the actual cost will be deducted instead.
Refunds are issued only after the merchandise is physically received at our warehouse, inspected, and confirmed sealed and in resalable condition. Processing takes up to 30 business days from warehouse receipt.
Goods returned damaged, opened, used, without original packaging, or not in resalable condition: Premiere Peau reserves the right to reduce the refund proportionally or deny the refund entirely.
No refund will be issued for the shipping portion of any order. Shipping fees are non-refundable.
If the parcel is not returned to our warehouse (e.g. destroyed by customs, abandoned by carrier), no refund will be issued.

Damaged Shipments - Mandatory Claim Procedure

If a parcel arrives damaged, the customer must contact contact@premierepeau.com within 7 calendar days of delivery and provide ALL FOUR of the following items:

Clear photographs of the damage to BOTH the outer shipping packaging AND the product itself (minimum 3 photos: box exterior, box interior showing product placement, close-up of product damage).
A photograph of the carrier parcel label clearly showing the tracking number.
A signed written statement in the body of the email confirming: (a) the product arrived damaged, (b) the damage was not caused by the customer, and (c) the customer requests a refund or replacement. The statement must include the customer's full legal name as it appears on the order.
A copy of a valid government-issued photo ID (passport, national ID card, or driver's license) where the name matches the name on the order.

All four items are mandatory. Incomplete claims will not be processed. Premiere Peau will acknowledge receipt of a complete claim within 14 business days. Claims filed after 7 calendar days from delivery are not eligible for replacement or refund.

Additional damage claim rules:

The customer must retain the damaged product, all packaging materials, and the parcel label until the claim is fully resolved. Disposing of the product or packaging before resolution voids the claim.
Premiere Peau reserves the right to request return of the damaged product for inspection before issuing any refund or replacement. Return shipping for verified damage claims will be covered by Premiere Peau.
Premiere Peau reserves the right to open a parallel investigation with the carrier. The carrier's determination may be used as evidence in evaluating the claim.
Damage caused by the customer after delivery (drops, spills, improper storage, exposure to heat) is not covered.
Cosmetic damage to outer shipping packaging that does not affect the product itself (dented box, scuffed corners) does not constitute product damage and is not grounds for a refund.

Lost Shipments

If a tracked shipment shows no movement for 20+ business days after dispatch, contact contact@premierepeau.com with the order number. We will open a carrier investigation.
If the carrier confirms the parcel is lost, Premiere Peau will reship or issue a full refund at our sole discretion.
If tracking shows delivery but the customer claims non-receipt, Premiere Peau will file a carrier investigation. The customer may be asked to file a report with local police. Refunds in this scenario are at Premiere Peau's sole discretion based on carrier evidence.
For untracked Standard shipments (Spring postal), delivery is considered complete when the estimated delivery window has elapsed plus 10 additional business days. Claims before this period cannot be processed.
Premiere Peau is not liable for parcels stolen after confirmed delivery (porch theft, mailbox theft). This is between the customer and their local carrier or police.

Chargebacks & Payment Disputes

A chargeback is not a refund mechanism. It is not a substitute for contacting customer service. We respond to every legitimate inquiry within 14 business days at contact@premierepeau.com.

Premiere Peau maintains comprehensive records for every order: carrier tracking numbers, proof of dispatch (origin scan), transit scans, proof of delivery or attempted delivery, customs declarations, commercial invoices, packing photographs, and signed delivery confirmations where available.

Premiere Peau will systematically contest chargebacks in ALL of the following cases:

The order was delivered and tracking confirms delivery to the customer's address.
The order was dispatched, tracked in transit, and the customer refused delivery or failed to collect.
The customer claims non-receipt but tracking shows successful delivery.
The customer disputes import duties or taxes that are the customer's responsibility under DAP.
The customer claims "not as described" for a product that matches its published description, or because they do not like the fragrance.
The customer claims "not as described" but has not returned the product or contacted us first.
The customer opened/used the product and then filed a dispute.
The customer filed a dispute without first contacting Premiere Peau to resolve the issue.
The customer filed a dispute for a delivery delay while the parcel was still in transit.

In every contested case, Premiere Peau will submit to the card network/payment processor:

This complete Shipping, Delivery & Claims Policy (accepted at checkout as a condition of purchase).
Full tracking history from dispatch to delivery/return.
Proof of delivery or proof of attempted delivery.
Customs declaration and commercial invoice with declared values.
Screenshots of the product page showing accurate product description.
Checkout confirmation showing the customer's acceptance of terms.
Any email correspondence with the customer.
Evidence of the customer's IP address, device fingerprint, and billing/shipping address match (where available via Shopify).

Consequences of fraudulent chargebacks:

The customer will be permanently blocked from all future purchases on premierepeau.com and any affiliated stores.
The customer's name, email, shipping address, IP address, and payment details will be flagged in cross-merchant fraud prevention databases (including but not limited to Shopify's internal fraud tools and third-party networks).
Premiere Peau reserves the right to pursue legal action for fraudulent chargebacks under French commercial law, including recovery of the disputed amount, chargeback fees (typically 15-25 EUR per dispute), administrative costs, and legal fees.
For disputed amounts exceeding 500 EUR, Premiere Peau may refer the matter to a debt collection agency or initiate legal proceedings in the competent French court.

Refund Rules - Summary

Opened, used, sprayed, or tested perfume: NO REFUND. (EU Directive 2011/83/EU, Art. 16(e) - hygiene exemption for unsealed cosmetics.)
"I don't like the scent": NO REFUND. Fragrance preference is subjective and does not constitute a product defect.
Import duties/taxes: NO REFUND. These are government levies, not Premiere Peau charges.
Shipping fees: NON-REFUNDABLE on all orders, including free-shipping orders where the return-logistics fee applies.
Refused/uncollected parcels: Refund minus 55 EUR (or actual cost if higher), after warehouse receipt and inspection.
Sealed, unopened returns (pre-authorized): Refund of product value minus return shipping cost, after warehouse receipt and inspection, within 30 business days.
Damaged in transit: Refund or replacement after complete 4-item claim (photos, label, signed statement, ID) is verified.
Lost in transit (carrier-confirmed): Reship or refund at Premiere Peau's sole discretion.
All refunds are issued to the original payment method only. No refunds by bank transfer, cash, check, cryptocurrency, store credit (unless offered by Premiere Peau), or any other method.
Maximum refund period: All refund requests must be initiated within 30 calendar days of the delivery date (or estimated delivery date for untracked shipments). Requests received after 30 days will not be processed.
One claim per order. Multiple claims for the same order (e.g. claiming both "not received" and "damaged") will be treated as a red flag and may result in denial of all claims and referral to fraud prevention.

EU 14-Day Withdrawal Right

For customers within the European Union, the 14-day right of withdrawal (Directive 2011/83/EU) applies to sealed, unopened products only. Once the seal on a perfume product is broken, the right of withdrawal is extinguished under Article 16(e) (hygiene exemption for cosmetics). To exercise the withdrawal right: contact contact@premierepeau.com within 14 days of delivery, receive a return authorization, and ship the sealed product to the authorized return address at your cost. Refund will be issued after inspection confirms the product is sealed and unused.

Address Accuracy

The customer is solely responsible for providing a correct and complete delivery address at checkout, including apartment/unit/floor numbers, building codes, and any delivery instructions. Premiere Peau is not liable for failed deliveries, parcels delivered to wrong addresses, or parcels delivered to neighbors/concierges due to incomplete address information. Reshipping due to address errors is at the customer's expense.

Third-Party Purchases & Gifts

Only the person who placed and paid for the order may submit claims, request refunds, or communicate with Premiere Peau regarding that order. Gift recipients must contact the original purchaser, who must then contact us. We will not process claims from anyone other than the account holder/payment cardholder on the order.

Communication & Claims Channel

The sole authorized channel for all shipping claims, refund requests, and dispute resolution is: contact@premierepeau.com. Claims submitted via social media (Instagram, TikTok, Facebook, Twitter/X), online reviews, direct messages, comments, third-party platforms, or any channel other than the authorized email address will not be acknowledged or processed. Response time: up to 14 business days (CET, excluding weekends and French public holidays).

Abuse & Fraud Prevention

Premiere Peau monitors order patterns and claim histories. Customers who exhibit patterns consistent with refund abuse, serial chargebacks, identity fraud, or policy exploitation (including but not limited to: multiple "not received" claims, repeated damage claims, ordering to known re-shipping addresses, using multiple accounts or payment methods to circumvent blocks) may be:

Denied future claims on current and past orders.
Permanently blocked from purchasing.
Reported to fraud-prevention networks and payment processors.
Subject to legal action under applicable French and international law.

Emergency & Headquarters Fulfillment

In exceptional circumstances and at Premiere Peau's sole discretion, individual orders may be processed and shipped directly from our headquarters in Deauville, France, rather than from our standard fulfillment warehouse. This may occur for urgent replacements, VIP orders, or operational reasons. The carrier, shipping method, and delivery timeframe may differ from the standard rates listed above. This does not create any entitlement or expectation for future orders to be handled in the same manner.

Peak Seasons & Exceptional Conditions

Delivery estimates may be extended during high-demand periods (Black Friday, December holidays, Ramadan, Lunar New Year), logistics congestion, customs backlogs, carrier disruptions, weather events, strikes, or internal quality-control operations. Extended delivery times do not constitute grounds for refund or chargeback provided the order is ultimately delivered.

Currency

All amounts in this policy are stated in EUR (Euros). If the customer paid in a different currency, the EUR amount applies and any foreign exchange difference is the customer's responsibility.

Severability

If any provision of this policy is found to be unenforceable by a court of competent jurisdiction, the remaining provisions remain in full force and effect. The unenforceable provision shall be modified to the minimum extent necessary to make it enforceable while preserving its original intent.

Governing Law & Jurisdiction

This policy is governed by French law. Any dispute shall be subject to the exclusive jurisdiction of the courts of Lisieux, Normandy, France, except where mandatory consumer protection law of the buyer's country of residence provides otherwise (notably within the European Union). The parties agree to attempt amicable resolution before initiating legal proceedings.

Contact

PREMIERE PEAU (SAS)
contact@premierepeau.com
10 Rue Princesse Sophie Troubetskoi, 14800 Deauville, France
+33 1 88 24 41 62
SIRET: 98171098100014 | VAT: FR40981710981

Monday-Friday 10:00-18:00 CET. Closed weekends and French public holidays.

This policy was last updated on 7 March 2026 and supersedes all previous versions of the Shipping Policy, Delivery Policy, and Claims Policy published on this store.