Customer service

Customer service

Countries list for the e-boutique

 

A

Andorra

Austria

 

 

B

Belgium

Bulgaria

 

C

Croatia

Cyprus

Czech Republic

 

D

Denmark

 

E

Estonia

 

 

F

Finland

France

 

G

Germany

Greece

 

H

Hungary

 

I

Iceland

Ireland

Italy

 

L

Latvia

Lithuania

Luxembourg

 

M

Malta

Monaco

 

N

Netherlands

Norway

 

P

Poland

Portugal

 

R

Romania

 

S

San Marino

Slovakia

Slovenia

Spain

Sweden

Switzerland

 U

United Kingdom

 V

Vatican

 

 

Customer service

For any question pertaining to our e-boutique, please feel free to refer to our  general terms and conditions of sale.
For any additional information, we invite you to write to the following address: boutique@duralex.com
In order to better serve you, our e-commerce service is at your disposal by email only (no telephone service).

Secure Payment

Bank card payments are a simple, quick and safe method for online purchases. Payments are fully secure due to our bank partner's online payment system: Caisse d'Epargne.

The transmission of your personal information and bank details is fully secure.
We use the SSL encryption process in order to transfer your payment details.
This encryption enables us to ensure you a high level of security for your transactions.

These details are only accessible to our bank partner in order for it to communicate with your bank. At no time can DURALEX or any other third party access your bank details. 

By paying with PayPal, there is no need to enter your card number on our website, therefore your bank details are never communicated to us.

Moreover, should your financial information be used without your authorisation, Paypal commits to refund you the full amount.

PayPal's security and prevention tools are among the most reliable on the market. All the data registered on your PayPal account is encrypted.

 

Delivery and Returns

Our e-commerce parcels are delivered by our partner La Poste.

- In France: SoColissimo, choice between home delivery or collection at the post office, your cityssimo consignment or delivered to your local shop.
- In Europe: Colissimo, home delivery.

Transport fees are calculated as accurately as possible depending on the weight (in Kg) of your order.
We only take into account the weight of the products and their packaging

Please find below a few examples of typical orders with the corresponding transport fees:

 

FRANCE

Weight

Home delivery without signature + collection at the post office  + cityssimo consignment

Collection from your local shop

Prices inc. taxes

Prices inc. taxes

4 kg

10,39 €

9,88 €

8 kg

13,80 €

13,72 €

15 kg

19,76 €

20,44 €

 

EUROPE

Weight

ZONE 1

ZONE 2

ZONE 3

ZONE 4

4 kg

13,13 €

 16,09 €  18,72 €  22,24 €

8 kg

16,20 €

19,56 €

29,92 €

39,90 €

15 kg

22,15 €

25,79 €

40,87 €

62,81 €

Zone 1: Germany, Belgium, The Netherlands, Luxembourg

Zone 2: United Kingdom, Ireland, Italy, Spain**, Portugal **, Austria

** Excluding specific territories (Canaries, Baleares, Ceuta, Melilla, Acores, Madera)

Zone 3: Denmark, Hungary, Poland, Czech-Republic, Slovakia, Slovenia, Estonia, Leetonia, Lithuania, Switzerland 

Zone 4: Greece, Iceland, Finland, Norway, Sweden, specific, other Eastern European countries

Weight examples :

4 kg = 1 set of 6 Picardie Clear tumblers 22 cl - 7 3/4 oz + 1 Lys Carré Clear Bowl with Blue Lid 23 cm - 9" + 1 set of 4 Ramekins 8.5 cm -  3 3/8 "

8 kg = 1 set of 6 Picardie Colors tumblers 25 cl - 8 3/4 oz + 1 Saisons Clear Salad Bowl 28 cm - 11" + 1 5-pieces Stackable Lys set + 1 set of 6 Versailles mugs 26 cl - 9 1/8 oz

12 kg = 1 set of 6 Wave Clear tumblers 27 cl - 9 1/2 oz + 1 set of 6 Cosy mugs 35 cl - 12 3/8 oz + 1 5-pieces Lys Carré set + 1 Ovenchef oval roaster 39 cm -  15 3/8 " + 1 set of 6 Paris Clear Dessert Plates 20.5 cm -  8 1/8 "

The maximum delivery time frame for articles available in stock is of 3 to 4 business days for a home delivery in mainland France and 7 to 8 business days for home deliveries outside of mainland France. These time frames are not contractual. La Poste will inform the Customer of the delivery date or time frame through email once the order has been placed.

In certain cases, and in order to optimize the delivery of orders, DURALEX reserves the right to use a logistics provider other that La Poste.  The customer will be informed by mail in order to fix a delivery date and time. No extra charges will be invoiced to the customer for this service.

Any risk of loss or damage to the goods is transferred to the customer at the time when the customer or a third party designated by the customer, and other than the carrier proposed by DURALEX, physically takes possession of the goods

 

RETURNS

In the case of a withdrawal or claim, you have a period of 14 days maximum – starting from the reception of the products ordered - to send us a return request for the replacement or refund of your order.

Return procedure

In the case of a withdrawal or claim, please fill in our  return request form, downloadable here and send it to us by email at the following address: boutique@duralex.com. Our e-commerce service will process your request and send you an authorisation along with return instructions within a week.

→    In the case of a withdrawal (after receiving the parcel): Once our e-commerce service has replied, you must send back (at your own expense) the new products in their original packaging and undamaged, along with any and all accessories, instruction guides and documents and a copy of the bill to the following address:

  1. Duralex International
  2. Retours e-commerce
  3. Rue des Forges
  4. 45380 La Chapelle-Saint-Mesmin
  5. France

We will then process your request and refund or replace your products, whichever you prefer, free of charge excluding the return fees.

→    In the case of a withdrawal (before receiving the parcel): If the parcel is already shipped, refer to the case of a withdrawal after receiving the parcel.

If the parcel is being prepared or pending dispatch, we will cancel the shipment at no cost to you.

→     In the case of a claim: Duralex commits to replace or refund any faulty product following a return request sent along with photos showing the observed defect. Once our e-commerce service has replied, you must send back (at our expense) the products along with a copy of the bill to the following address:

  1. Duralex International
  2. Retours e-commerce
  3. Rue des Forges
  4. 45380 La Chapelle-Saint-Mesmin
  5. France

 

0