Shipping policy

Shipping Policy

Updated on 25 September 2026. This policy forms an integral part of the General Terms and Conditions of Sale, which apply to any matter not addressed herein.

Delivery consists of the transfer to the Customer of physical possession or control of the Product.

1. Delivery and handling charges

For each order, a flat-rate contribution towards delivery and handling charges is requested, which covers postage, packaging and order processing. This contribution depends on the delivery method chosen by the Customer when placing the order and is inclusive of all taxes. Its amount is shown to the Customer before the order is confirmed.

All small and medium-sized Products are shipped via La Poste's Colissimo Suivi tracked service.

If the Customer is absent when the postal worker calls, a delivery notice is left in their letterbox, allowing them to collect the parcel from the post office, during opening hours, within fifteen (15) days.

The Customer can track their order using the Colissimo number sent to them by email on the day of dispatch.

For availability reasons, an order may be delivered in several shipments. In that case, the Customer only pays for one delivery.

2. Delivery times

In accordance with Article L. 216-1 of the French Consumer Code, HEDONIST LABS delivers the Products on the date or within the period indicated to the Customer at the time of the order and, in the absence of any indication, without undue delay and no later than thirty (30) days after the conclusion of the contract.

The transit time announced by Colissimo is forty-eight (48) hours in mainland France. This time frame is indicative and does not constitute a contractual commitment by HEDONIST LABS as to the delivery date.

If your order does not arrive

If the Products ordered have not been delivered within thirty (30) days of the order being placed, the Customer should inform HEDONIST LABS as soon as possible, by email at support@hedonistlabs.com or by telephone on 01 82 28 67 47.

HEDONIST LABS then contacts the carrier so that it can open an investigation, which may take up to twenty-one (21) days.

  • If the Products are found, they are redirected to the Customer's home address.
  • If they are not found at the end of the investigation, they are deemed lost and HEDONIST LABS sends the Customer replacement Products, at no additional cost.
  • If the Products ordered are no longer available, HEDONIST LABS refunds the amount of the Products deemed lost.

Applicable price. The applicable price is the price in force on the day the order is confirmed. It cannot be changed unilaterally by HEDONIST LABS after the conclusion of the contract. If a Product deemed lost has to be replaced and its selling price has changed since the order, the replacement is made at no additional charge to the Customer; if the price has decreased, HEDONIST LABS refunds the difference.

Your rights in the event of a delay

If HEDONIST LABS fails to meet its delivery obligation, the Customer may exercise the rights provided for in Article L. 216-6 of the French Consumer Code, in particular suspend payment and terminate the contract after a formal notice has gone unanswered, or immediately in the cases provided for in paragraph II of the same Article.

If the contract is terminated, HEDONIST LABS refunds the Customer all sums paid, no later than fourteen (14) days after the date on which the contract is terminated, in accordance with Article L. 216-7 of the French Consumer Code. This refund does not preclude the Customer from being awarded damages.

As a commercial gesture, HEDONIST LABS also offers the Customer the option of requesting cancellation of the sale if the Products have not been delivered within ten (10) days after the indicative delivery date, for any reason other than force majeure or the Customer's own actions. This option is in addition to the Customer's statutory rights and does not replace them.

3. Delivery address

The Products are delivered to the address given by the Customer when placing the order. The Customer is responsible for ensuring it is correct.

When a parcel is returned to HEDONIST LABS because of an incorrect or incomplete delivery address provided by the Customer, the cost of re-shipping is borne by the Customer. This provision does not relieve HEDONIST LABS of the strict liability provided for in Article L. 221-15 of the French Consumer Code for any other cause of non-performance.

If the Customer wishes to be delivered to two different addresses, they must place two separate orders, with the corresponding delivery charges.

4. Receipt of the order

In accordance with Article L. 221-15 of the French Consumer Code, HEDONIST LABS is strictly liable to the Customer for the proper performance of the order, including where delivery is entrusted to a carrier.

The Customer is not required to check the condition of the parcel at the time of delivery, or to express reservations to the carrier, in order to benefit from their rights against HEDONIST LABS.

Damaged parcel

If the Customer notices on delivery that the parcel is damaged, they may, if they wish and without this being a condition of their rights, refuse the parcel — which will then be returned to HEDONIST LABS — or accept it while noting the damage to the packaging on the delivery slip.

Missing or broken seal

Each Product is shipped with a seal, a security device ensuring the container has not been tampered with. If the Customer notices on delivery that the seal is missing or broken, they may refuse the parcel or accept it while reporting this anomaly. Here again, this check is an option and not an obligation.

Anomaly noticed after opening

If the Customer notices damage, a missing item or a non-conformity after opening the parcel, they inform HEDONIST LABS:

  • by email: support@hedonistlabs.com;
  • by telephone on 01 82 28 67 47, Monday to Friday from 9:30 a.m. to 6:30 p.m.;
  • by post: HEDONIST LABS, 10 rue de la Paix, 75002 PARIS.

HEDONIST LABS then, at the Customer's option, replaces the Product(s) concerned or refunds the order, at no cost to the Customer. HEDONIST LABS handles any claims against the carrier itself.

HEDONIST LABS may ask the Customer to return the damaged Product(s), in which case the return costs are borne by HEDONIST LABS. In the event of proven fraud, HEDONIST LABS reserves the right to refuse to fulfil any subsequent order from the Customer.

These provisions are without prejudice to the statutory warranty of conformity (Articles L. 217-3 et seq. of the French Consumer Code) and the warranty against hidden defects (Articles 1641 et seq. of the French Civil Code), detailed in our Return and Refund Policy.

5. Returned parcels: "NPAI" or "unclaimed"

Returns marked "NPAI" are parcels returned by the carrier with the note "N'habite Pas à l'Adresse Indiquée" (recipient not known at the address given).

Returns marked "unclaimed" are parcels that were not collected by the Customer from the post office or the pickup point chosen at the time of the order within fifteen (15) days of the delivery notice.

In either case, after receipt and acceptance of the returned parcel, the Customer obtains, at their option, a refund of the order amount, less shipping costs, or a store credit of an equivalent amount credited to their customer account and usable for a subsequent order. The refund or store credit is issued as soon as possible and no later than fourteen (14) days after HEDONIST LABS receives the parcel.

6. Orders delivered outside the European Union

Orders shipped to countries outside the European Union, including Switzerland and Norway, are priced exclusive of taxes. Taxes are payable by the Customer on receipt of the parcel, in accordance with the laws in force in the destination country.

It is the Customer's responsibility to check with the local authorities regarding customs duties, local taxes and other import duties that may be charged to them, as these duties are outside the control of HEDONIST LABS.

The Products sold by HEDONIST LABS comply with French regulations. It is the Customer's responsibility to check with the competent authority in their country regarding any restrictions on the import and use of the Products ordered. HEDONIST LABS cannot be held liable for any failure to comply with the regulations of a third country resulting from such lack of information, without this provision releasing it from its obligations under the contract and the statutory warranties.

HEDONIST LABS — SAS (simplified joint-stock company) with a share capital of 11 875 €, registered with the Paris Trade and Companies Register (RCS) under No. 884 875 295 10 rue de la Paix, 75002 PARIS — Intra-Community VAT No. FR28884875295 support@hedonistlabs.com — 01 82 28 67 47