General delivery terms
Deliveries and returns of your hats
The transport of your package
Packages are generally shipped within 48 hours after receipt of your payment. The standard shipping method is Colissimo tracked, delivered without signature. If you wish for delivery with signature, an additional cost applies, please contact us. Regardless of the chosen shipping method, we will provide you with a tracking link as soon as possible that will allow you to follow the delivery of your package online.
Shipping costs include packaging, handling, and postage. They may contain a fixed part and a variable part depending on the price or weight of your order. We advise you to group your purchases into a single order. We cannot group two separate orders, and you will have to pay shipping costs for each of them. Your package is shipped at your own risk, special care is taken with packages containing fragile products.
The packages are oversized and protected.
Shipping costs
Products are delivered to the address indicated by the consumer on the order form.
The consumer is responsible for checking the condition of the product packaging upon delivery and reporting any damages due to the carrier on the delivery note, as well as to the company, within one week. The consumer can, upon request, obtain an invoice sent to the billing address rather than the delivery address by selecting the appropriate option on the order form. Regarding shipping, we primarily work with Colissimo Suivi. As soon as we process a shipment, you will immediately receive an informational email. LA POSTE
To minimize transportation costs, all products of low or medium bulk are shipped via Colissimo Suivi, a postal service. Besides being economical, this service delivers within 48 hours throughout France and offers you the possibility to retrieve ordered products at your local post office near the delivery address in case of absence from the initial delivery location when the postal worker attempts delivery. Specifically, if you are absent on the day of delivery, your postal worker will leave a delivery notice in your mailbox, which will allow you to collect your package from your post office during opening hours, within a period of 15 days. Colissimo Suivi is a very reliable service. However, as with any shipment, there may be a delivery delay or the product may get lost. In case of a delivery delay compared to the date we indicated in the shipping email, we ask you to report this delay by calling us or sending us an email. We will then contact the Post Office to initiate an investigation. A Post Office investigation can take up to 21 days from the start date of the investigation. If during this period, the product is found, it will be immediately re-routed to your home (in most cases). If, however, the product is not found at the end of the 21-day investigation period, the Post Office considers the package as lost. Only at this point can we send you a replacement product, at our expense. If the ordered product(s) were no longer available at that time, we would refund you the amount of the products affected by the carrier's loss. If the product(s) were still available but had changed in price on the website, we would apply the new selling prices, either by refunding you the difference by check or by requesting an additional check for this price difference. We decline all responsibility for extended delivery times due to the carrier, particularly in case of product loss or strike.
In case of exchanges, return shipping costs will be charged to you if you request a credit note or refund.
Article 13: Delivery problems due to the carrier Any anomaly concerning the delivery (damage, missing product compared to the delivery note, damaged package, broken products...) must be imperatively indicated on the delivery note in the form of "handwritten reservations", accompanied by the customer's signature. The consumer must simultaneously confirm this anomaly by sending a registered letter with acknowledgment of receipt to the carrier within two (2) working days following the delivery date, detailing the said complaints. The consumer must transmit a copy of this letter by fax or by regular mail to our customer service:
Chapellerie Traclet 4 rue de Cadore 42300 Roanne
Article 14: Delivery errors
• 14-a: The consumer must report to Chapellerie Traclet on the day of delivery or at the latest on the first working day following delivery, any complaint of delivery error and/or non-conformity of products in nature or quality compared to the indications on the order form. Any complaint made after this deadline will be rejected.
• 14-b: This complaint to Chapellerie Traclet can be made: - primarily by phone at 04 77 71 66 36 from Monday afternoon to Saturday from 9am to 7pm, - by connecting to our website in the "track your order " section where, after entering your customer number, you can ask your question through the contact us menu, making sure to specify the order reference.
• 14-c: Any complaint not made according to the rules defined above and within the specified time limits cannot be taken into account and will release Chapellerie Traclet from all responsibility towards the consumer.
• 14-d: Upon receipt of the complaint, Chapellerie Traclet will assign an exchange number for the product(s) concerned and communicate it by email, fax, or phone to the consumer. The exchange of a product can only take place after the consumer has been assigned an exchange number according to the process described above.
• 14-e: In case of delivery error or exchange, any product to be exchanged or refunded must be returned to Chapellerie Traclet in its entirety and in its original packaging, by Colissimo Suivi, to the following address: Chapellerie Traclet 4 rue de Cadore 42300 Roanne
To be accepted, any return must be reported in advance to the Customer Service of Chapellerie Traclet. Shipping costs are not borne by Chapellerie Traclet, except in cases where it turns out that the returned product does not correspond to the original declaration made by the consumer in the return form.