The parameters taken into account in calculating your delivery charges are as follows


Volumetry


The size of your products is the essential parameter that enables us to calculate the shipping costs applied to your order. We offer both standard delivery for small products and bulky delivery for large products. The following products are considered bulky:

  • Bare stretchers / canvas + frames larger than size 20 (73x60cm)
  • Canvas rolls
  • Large-format easels (excluding table easels)



In order to provide you with the safest and most convenient delivery service possible, we only offer home delivery of bulky goods by an approved carrier.


Amount


The price charged is based on the total amount of the order and the place of delivery.


To date, our carriers deliver all year round, excluding public holidays, in mainland France, Martinique, Guadeloupe, Corsica, Belgium, Germany, Luxembourg and Switzerland to your home and/or to a relay point.


Bulky goods


For large parcels, shipping costs depend on the amount and weight of your order. Shipping costs start at €22.90 for home delivery and €8.35 for delivery to a "point relais".

Standard packages


For Standard packages, shipping costs depend on the value and weight of your order. Shipping costs start at €22.90 for home delivery and €8.35 for delivery to a "point relais".


Standard parcels - BELGIUM, LUXEMBOURG, SWITZERLAND

We are also opening up delivery options to Belgium, Luxembourg and Switzerland, this is subject to a "standard" package size of less than 30kg. Maximum standard package sizes are 200cm (length) x 80cm (width) x 60cm (height).


For any specific request, please send us an e-mail to contact@label-art.com so that we can draw up a costed estimate for your request.

Home


We offer delivery to the address of your choice. Please remember to include any additional information that may facilitate delivery (door code, janitor) and, of course, the name of the company and delivery instructions if delivery is to your place of work.

We ask you to provide a valid telephone number when creating your account. It is this number that will be transmitted to the carrier, and only the carrier, to make an appointment for delivery and to contact you if necessary.

Relay point delivery - Standard


We offer you the option of delivery to a relay point. You will be offered this option at step 2 of your order. Point Relais delivery is only available for Standard Parcels.



Available delivery methods and carriers


Each carrier offers a delivery solution based on its own weight and size criteria. We can therefore only offer you the transport options best suited to your order.

Standard :


Orders included in the "standard" formula are those containing no bulky products (see volumetry) and can be delivered by various carriers, depending on the volume of your order. In the case of GLS or DHL, a delivery driver will come to your home and hand over your parcel, or drop it off at the nearest relay point if you're out. Sometimes parcels are also delivered to a warehouse. Colissimo deliveries are made by your regular letter carrier. If you're not home at the time of delivery, he or she can leave the parcel in your letterbox, or leave a note for you to pick up at the nearest post office.



Voluminous :


Bulky orders are those containing at least one bulky product. They are entrusted to the carrier for home delivery. On this occasion, your personal e-mail and telephone details are provided to enable the carrier to schedule a delivery appointment with you. The day after a parcel is dispatched by our services, the carrier contacts the recipient by e-mail to arrange a delivery date. If, despite various reminders from the carrier, the delivery appointment is not made within the allotted time, the cost of shipping and returning the package will be charged to the recipient (as well as the cost of any new delivery).

Please note: GEODIS orders are delivered on the first floor.

All our deliveries are made "door-to-door", i.e. at the bottom of your building or at the entrance to your home. You must therefore make your own arrangements to receive your parcel and transport it by your own means.



For efficient delivery


Not all addresses are easily accessible to delivery personnel, so it's up to you to provide the information required for fast, efficient delivery.

To do this, remember to fill in all the details of your address clearly, with no omissions or spelling mistakes, and don't hesitate to mention in the address details any information that might be useful to the delivery driver: floor, access method, intercom, digicode, name of the main resident of the dwelling, deposit for the janitor if absent, etc. And of course a telephone number, used only for delivery purposes, which will be used to contact you in the event of major impossibility. And of course a telephone number, used only for delivery purposes, which will be used to contact you in the event of major impossibility.


I've entered an incorrect or incomplete delivery address and my parcel can't be delivered. What should I do ?


If the delivery address given on your order contains an error, please contact us as soon as possible via the site's customer service form. We will do our utmost to rectify the error before the order is dispatched.
Please note, however, that it is your responsibility to check that the information entered when placing an order is correct before validating it. In the event of a data entry error resulting in a return to our warehouse, you will be invoiced for the reshipment of the order.


Delivery times


The applicable delivery times are those indicated at the time of validation of your order. These delivery times are based on an average observed and are for guidance only. These times are applicable in working days, excluding Saturdays, Sundays and public holidays.


- 10 to 12 days for metropolitan France

Label Art cannot be held responsible for any delay due to the delivery of the order by its carrier.

School vacations, sales or heavy workloads (e.g. December and January) may extend the above delivery times.

I would like more precise information about delivery ?


These price differences are due to our very particular process, the process applied to the field of fine art and framing in particular. We don't pack brushes like we do your frames, with care and quality, in double cardboard boxes, corners protected by cardboard and bubble wrap. Everything to ensure damage-free delivery of your products. That's why each delivery is priced according to the nature of the products ordered.

We do our utmost to deliver to your home while you are present. We ask for the same commitment from you. Parcels returned to our workshop incur substantial costs for our company. Therefore, in the event of a return, you will be automatically charged for reshipment.


How can I find out the status of my order?


Pre-shipment / In-house processing

Your order is processed by our service between the placing of your order and the receipt of an order confirmation e-mail and the confirmation of shipment by e-mail. So don't worry, there will be no change between the confirmed and dispatched status of your order. You can access this information by logging into your customer account, under "My orders".


After shipment

You will be able to find information about the shipment of your order in the associated shipment confirmation e-mail. You will also have access to the tracking number provided by the carrier. Our packages are tracked from dispatch to delivery. You can access the carrier's website directly by clicking on the link in the e-mail or by entering the tracking number on the carrier's website.



Return your parcel to our workshop


Your parcel can be returned to us in the following two cases:

- Non-recovery, even after reminder from us and the carrier. The parcel will be returned to us after the storage period has expired. This return is subject to invoicing and will be charged to you if your order is reshipped. If, however, you do not wish us to reship the goods and refund your money, we will deduct these costs as a lump sum.

- Despite all the care we take in preparing your parcel, it unfortunately happens that some parcels arrive damaged in transit. In the event of damage to goods, we ask you to open the parcel in front of the carrier and to refuse the parcel with the carrier, explaining the reason for your refusal. Your parcel will then be returned to us, and we will deal with your case and decide whether or not to reship the goods once the damage has been ascertained. Please note that any goods not refused in the first instance cannot be replaced or reimbursed.


- My package is obviously damaged

If your parcel has been damaged in transit and you believe that the contents of the parcel may be damaged, you must refuse the parcel from the carrier, stating your reasons on the delivery note. Any damaged parcel not refused in this way will not be accepted for replacement or refund.


- My parcel is intact but the contents are damaged

If, when unpacking your parcel, you notice that one or more items have been damaged in transit, you must send us a complaint within 24 hours by e-mail to the following address: contact@label-art.com. Please include as much information as possible: order number, carrier, references of the damaged products, photos of the goods. We will then open a dispute file and get back to you as soon as possible. We remind you that, in accordance with our General Terms and Conditions of Sale, it is essential to open the parcel on receipt to ensure that the products are in good condition. A claim does not automatically lead to reimbursement or replacement of damaged products if the contents of the package have not been checked with the signature.


Choice of delivery date

Home - Switchboard


It is not possible to choose a date. The deliveryman will come to the address indicated with the parcel as soon as possible. If there is no one there to receive the goods, he will leave a delivery note with the delivery details, and will either re-deliver the parcel to you or drop it off at a relay point.


At home - Voluminous


The carrier will contact you by e-mail or phone using the information you provided when you placed your order. The service provider will contact you by e-mail to schedule the desired delivery day.

In the workshop


Please have your order number ready and come and pick up your parcel in our store by telling us at reception. The workshop is open Monday to Friday from 7.30 a.m. to 2.45 p.m. non-stop. Please present your documents at the workshop reception desk. You'll see "delivered" on your parcel tracker. This indicates the availability of your order in the workshop, together with a confirmation e-mail. No other notification will follow.


I still haven't received my order


First of all, please check the carrier tracking to find out the status of your order. If this doesn't give you the information you need, please contact us using the contact form provided. In order to respond effectively to your request, we will ask you to provide a certain amount of information to facilitate the search for items: order number / parcel tracking number.


Customer tracking available in your customer area - confirmed to dispatched


You can track the progress of your order by logging into your customer account. Check the status of your order and let us know if you have any complaints.

If your order has been dispatched, we have sent you an e-mail containing a tracking number so that you can trace the progress of your order. If the parcel has not been picked up and the shipment is more than 3 days old, please do not hesitate to contact us so that we can get in touch with the carrier. We'll do everything we can to deliver your order as quickly as possible, and we'll keep you informed by e-mail or telephone, using the contact details you provided when you created your account.


Check the e-mail address linked to the account


We send all important e-mails to the e-mail address attached to your customer account. These e-mails include all the important stages of your order. Confirmation, dispatch and any problems encountered that require us to consult you. If you have not yet received your order, we may have contacted you to inform you of the new delay and the reasons for it. Please also check your SPAM or junk mail folder.

We strongly advise you to add our e-mail address to your contacts to prevent our news e-mails from going to your spam folder.

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