Delivery & Returns
RETAIL CUSTOMERS: DELIVERY & RETURNS INFORMATION

COVID 19 UPDATE:

Due to the current situation in the UK, safe contactless deliveries are still being made, both to you, or to a friend or relative.

Our warehouse is taking all sanitising precautions as you would expect and all staff are aware of their personal hygiene requirements. They are also supplying medical items, which we agree they should prioritise.

We will endeavour to work with our partners to ensure the orders are getting through to you, but it may or may not be in the timescales we normally achieve. Delays are to be expected. We apologise for this, but urge you to track your order so you are aware of where it is…

Every order is tracked, and we send you tracking numbers once your payment is processed and your order is packed. Royal Mail and DPD are generally very good at keeping tracking information up to date. For European, US and other global destinations, Royal Mail tracking works, but their partners in your country also have tracking once it reaches your shores! Please be sure to check both if there is an issue as one may be more up to date than the other. USPS also offer an email service to update you on progress – we have found this helps move it along!

All orders submitted from this web site are deemed to constitute acceptance of our terms and conditions. A contract between the customer and Le Papillon Vert will only be completed upon authorised payment receipt from our Payment Acceptance company.

At the time of ordering the Customer must provide a correct daytime telephone number and e-mail address. Failure to provide this may result in a delay in shipping or delivering your order.

Le Papillon Vert cannot be held responsible for incorrect information supplied by our customers.

Le Papillon Vert offer to supply the product selected by the customer. Should more than one basket/item be ordered for the same delivery address, efforts will be made to send them together in the same bag should the packaging allow. Only one charge for postage and packaging will be made. We will confirm this when you place your order.
Once a delivery has been made to the address specified on the original order, Le Papillon Vert will no longer be responsible and refunds will not be given if the basket does not pass on to the named recipient.

UK RETAIL ORDER DELIVERY:

THIS YEAR IS OUR 10th ANNIVERSARY OF STARTING THIS BUSINESS. THANK YOU FOR YOUR SUPPORT IN THESE TRICKY TIMES – WE HOPE TO BE SUPPLYING BASKETS FOR ANOTHER 10 YEARS AND SO FAR SO GOOD…

We have a Royal Mail collection Monday-Friday in the afternoon. We try (but do not guarantee) to dispatch orders placed prior to 12 o’clock Mid-day on the same day. After this, the order will be dispatched on the next working day. Orders can be tracked on Royal Mail’s website.

Royal Mail 48 TRACKED – takes 2-3 working days – £4.99/FREE for all orders OVER £50
Royal Mail 24 TRACKED – takes 1-2 working days – £5.99
DPD TRACKED NEXT WORKING DAY – £7.99 / Saturday £25)
EUROPEAN AND REST OF WORLD DELIVERY (may be disrupted due to border controls):
Royal Mail collect from our warehouse Monday-Friday in the afternoon. We try (but do not guarantee) to dispatch orders placed prior to 12 o’clock mid-day on the same day. After this, the order will be dispatched on the next working day. Orders can be tracked on Royal Mail’s website, but may also be tracked on local mail sites once in the destination country e.g. USPS for USA customers. SOME DELAYS ARE BEING EXPERIENCED FOR EXPORT AT THE MOMENT, PARTICULARLY TO USA AND CANADA. ORDERS ARE TAKING AROUND A MONTH TO ARRIVE AT THEIR DESTINATION. WE APOLOGISE FOR ANY INCONVENIENCE, BUT AS YOU CAN EXPECT THIS IS NOT WITHIN OUR CONTROL. PLEASE TRACK THE ITEM AND ASK FOR UPDATES BY EMAIL FROM USPS. THIS SEEMS TO GET THINGS MOVING A LITTLE!

Delivery – Europe £15
Royal Mail Air Mail (Tracked and Signed For) – takes 3-5 working days
Delivery – Rest of World £15-20 – per item (please note on checkout, it may only charge you for one. If you have more items in your basket, we will ask you to pay for the rest to be shipped before we dispatch.

More than 3 items will be quoted separately as shipping bulky items means we are charged volumetric weight. Royal Mail Air Mail (Tracked) – takes 5-10 working days

If you want us to ship to a country that is not available on checkout, please email us with your requirements and we will provide you with a shipping quotation.

MISSED DELIVERY
Should your order not arrive within the expected delivery time (allowing for exceptional circumstances such as storms or postal strikes), please check the Tracking number provided to you on your order confirmation. This is there so you can see where the parcel is, and so you can arrange redelivery at a convenient time for you. It is likely that the delivery company has tried to deliver but not left a note, so please ask your postman or contact your local delivery office in the first instance. If you do not get a satisfactory outcome, please contact us and we will try to help.

Please be polite – it is very frustrating for all concerned, but we will not tolerate rudeness.

RETURNS
French Basket: Rustic Round

Ideally at this time, we would prefer not to accept returns, but understand if you absolutely have to! Some delays are possible.

If for any reason you are not happy with an item, or just wish to return it, please let us know within 2 working days of receipt. All returns should be sent back to us within 5 working days of receipt, in the original packaging – complete with inflated bag or other ‘stuffing’ so it does not get squashed – and in a re-saleable condition.

A re-stocking fee of 10% plus original postage cost may be deducted from your refund should our tracked delivery service be refused or an order is not collected from a delivery office after attempted delivery.

Our baskets are packed with care so that they do not get squashed in the post. We would appreciate the use of all original packing, especially the inflatable bag to be used when returning your basket. If the bag is no longer inflated, please stuff the basket with lightweight packing such as bubble wrap, newspaper or other clean stuffing material. Should the basket be returned squashed it will be deemed unsalable.

If it is received in an unsalable condition, we reserve the right to not refund the item. In this case, we will offer to return the item to you, or dispose of it.

PLEASE NOTE: YOUR NAME, ADDRESS AND ORDER NUMBER MUST BE INCLUDED in all correspondence/return packaging and should be marked clearly on the original order sheet or written on your own paper. Our warehouse will not be able to identify any packages which do not comply with this request. Any unidentifiable packages will be kept for 7 days, but will be returned to stock or destroyed after this time. We cannot issue a refund if we do not know who has sent it!

Once we have received the returned goods into the warehouse, we will inspect them, and check that the correct goods have been returned. Refunds are wholly conditional upon these terms being met. We will complete the credit process within 10 working days from receipt (normally sooner but this covers busy periods). NB: Any further delay in refund payments may be down to your bank.

TRACKED RETURNS LABEL:
We provide a Tracked returns label at a cost of £4.99 which will be deducted from your final refund. This is normally a lot cheaper than sending by most postal services and is charged at our cost from Royal Mail. The link to print this label is below. Please note that you are agreeing to £4.00 deduction/charge when you use this service.
https://www.royalmail.com/track-my-return/create/2018

If you prefer to return the basket by another method (wholly at your cost),
the return address is:

Le Papillon Vert Ltd (returns),
Walker Logistics
Ramsbury Road
Lambourn Woodlands
Berkshire
RG17 7TJ

(Please do not use our PO Box address for returns – this is a correspondence address only).

If you have any questions or need any help please do not hesitate to get in touch with us at
contact@lepapillonvert.co.uk 

PACKAGING:

Our packaging is designed to be low-weight and can be recycled after use. The inflatable bag inside the basket is recyclable, and the grey outer mailing bag is biodegradable. We are constantly looking into new packaging options which are environmentally friendly AND deliver the products to you in the condition you expect. Watch this space!

WHOLESALE CUSTOMERS: DELIVERY AND RETURNS INFORMATION

All orders submitted from this web site are deemed to constitute acceptance of our terms and conditions. A contract between the customer and Le Papillon Vert will only be completed upon authorised payment receipt from our Payment Acceptance company, cleared bank transfer or confirmation from PayPal.

At the time of ordering the Customer must provide a correct daytime telephone number and e-mail address. Failure to provide this may result in a delay in shipping or delivering your order.

Le Papillon Vert cannot be held responsible for incorrect information supplied by our Customers.

Le Papillon Vert offer to supply the product selected by the customer. We advise that we ship in boxes that can normally accommodate up to 20 baskets, therefore to optimise shipping costs, we advise ordering in multiples of 20. Only one charge for postage and packaging will be made for UK customers. However deliveries to countries outside of the UK are charged at cost, per box. Our website will confirm delivery cost when you place your order in the cart.

Once a delivery has been made to the address specified on the original order, Le Papillon Vert will no longer be responsible and refunds will not be given if the basket does not pass on to the named recipient. All deliveries are tracked and signed for with DPD or UPS partners.

Please bear in mind this is a hand made product and unlike a machine made product, sizes will vary within any order. If you are re-selling as a bespoke product you will need to communicate the size differences to your customers as we cannot sort orders to specific sizes.

DPD TRACKED UK NEXT WORKING DAY – £15 / SATURDAY DELIVERIES £25
UPS TRACKED EUROPEAN AND REST OF WORLD DELIVERY:
See cart for details. As a rough guide, shipping costs start at £20 per box for Europe; £130 per box for USA.

If you want us to ship to a country that is not available on checkout, please email us with your requirements and we will provide you with a shipping quotation.

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