Delivery & Returns
RETAIL CUSTOMERS: DELIVERY & RETURNS INFORMATION

COVID 19 UPDATE:

We are operating as normal and safe, contactless deliveries are being made to you, a friend, colleague or relative. 

Every order is tracked, and we send you tracking numbers once your payment is completed and your order is packed and dispatched. Sometimes we are experiencing a few delays at the moment, but the tracking information will show if there are any issues that are unfortunately beyond our control. No delivery service is guaranteed unless stated.

Unfortunately some delays at EU borders are also currently happening, which is resulting in unacceptably long delivery times.

US PARCELS: Royal Mail tracking also works on USPS who show onward tracking. Please go to their website where you will find an email service to update you on progress. Please register for this as we have found this helps move it along if it has got stuck!

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 e.g. undeliverable address details etc..

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:

2021 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 MAKING OUR SMALL CONTRIBUTION IN THE MOVE AWAY FROM PLASTIC CARRIER BAGS.

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 2-5 working days – £4.99 or FREE when spend => £50
Royal Mail 24 TRACKED – takes 1-3 working days – £5.99
DHL TRACKED – takes 1-2 working days – Weekday Delivery £8.99 / Saturday delivery £25)
EUROPEAN AND REST OF WORLD DELIVERY – normally 7-10 working days (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. 

Delivery – Europe £24
DHL Worldwide – normally an average transit time of 3-10 working days

WE HAVE BEEN EXPERIENCING SOME DIFFICULTIES WITH SOME PARCELS GOING TO EU COUNTRIES (AND N IRELAND) WITH ROYAL MAIL. THEREFORE WE HAVE MOVED TO DHL FOR EUROPEAN DELIVERIES IN THE HOPE THIS WILL IMPROVE MATTERS. HOWEVER IT IS MORE EXPENSIVE.

PLEASE ALSO NOTE POST BREXIT, YOU MAY BE LIABLE FOR TAXES UPON IMPORT. PARCELS COULD BE HELD UNTIL YOU PAY. LE PAPILLON VERT LTD CANNOT PAY THIS ON YOUR BEHALF, AS OUR PRICES FOR EU COUNTRIES DO NOT INCLUDE VAT (sales tax) AND THE TAX AMOUNT DEPENDS ON YOUR OWN COUNTRY’S RULES. IF YOU WOULD LIKE TO PAY WITH DUTY INCLUDED (DDP), PLEASE CONTACT US FOR A QUOTATION. THIS CAN BE ARRANGED THROUGH DHL AT THE APPROPRIATE CHARGES LEVIED.

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.

BE KIND!

Please be polite when enquiring about a delivery – often it is our third party partners that have made a mistake and whilst we will do our very best to ensure your order is delivered on time (it is very frustrating for all concerned when it is late), but we will not tolerate rudeness. Delivery times are indicative, and NOT GUARANTEED by a certain date/time, unless stated. 

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 as we will quarantine incoming stock for a few days.

CLEARANCE/SALE ITEMS AND SECONDS CANNOT BE RETURNED.

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.

You can used our returns label (at a cost of £4.99, which will be deducted from your refund) which can be printed from the Royal Mail website:

www.https://royalmail.com/track-my-return/create/4638

Choose Le Papillon Vert as the retailer and pack the item in the same packaging (with stuffing) it came in to match the dimensions as required.

A re-stocking fee of up to 10% plus return cost will 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.

If you wish to return an item at your cost, our return address is:

Le Papillon Vert Ltd (returns),
Unit 18, Turnpike Industrial Estate, Newbury, RG14 2LR

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

THOUGHTFUL PACKAGING:

Our packaging is designed to be very effective, but low-weight and low impact and can be composted/recycled after use. The inflatable bag inside the basket is recyclable, and the paper potato sack is compostable or reusable. 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.

If you place an order before Midday, we can normally dispatch the same/next working day, and offer a DHL delivery for the following working day. However in the current situation this is NOT GUARANTEED. You will receive a tracking number, so you can see where your delivery is.

DHL TRACKED UK: 1-2 working days – £15 / SATURDAY DELIVERIES £30

We can offer a NEXT DAY GUARANTEED BY 12pm SERVICE – please email/call us for a bespoke cost.

DHL TRACKED EUROPEAN AND REST OF WORLD DELIVERY:

See cart for details. As a rough guide, shipping costs start at £20 per box (up to 20 baskets) for Europe; £130 per box (up to 20 baskets) for USA.

OTHER COUNTRIES:

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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