Shipping policy
1. Delivery Areas
Products offered by SOOTRASHOP are shipped:
within mainland France,
to countries within the European Union,
and internationally (outside the European Union), depending on available destinations at the time of ordering.
Eligible delivery countries are indicated during the checkout process.
SOOTRASHOP reserves the right to modify delivery areas at any time.
2. Order Processing Times
Orders are prepared and dispatched within 1 to 5 business days after payment confirmation (excluding weekends and public holidays).
During periods of high activity (sales, promotions, holidays), these timeframes may be exceptionally extended.
3. Delivery Times
Estimated delivery times are as follows:
Mainland France: 2 to 5 business days
European Union: 3 to 7 business days
Outside the European Union: 5 to 15 business days depending on the destination
These timeframes are provided for indicative purposes only.
In accordance with the French Consumer Code, delivery will take place no later than 30 days from order confirmation.
4. Shipping Costs
Shipping costs are clearly indicated before final validation of the order.
They vary in particular depending on:
the destination,
the selected delivery method,
the weight and volume of the parcel.
SOOTRASHOP reserves the right to modify shipping costs at any time, without retroactive effect on already confirmed orders.
5. Carriers and Tracking
Deliveries are handled by carriers selected by SOOTRASHOP (La Poste, Colissimo, Mondial Relay, international carriers, or logistics partners).
A tracking number is provided to the customer by email upon dispatch.
The customer may track the status of their delivery directly via the carrier’s website.
6. Transfer of Risk
In accordance with Article L216-4 of the French Consumer Code, the risk of loss or damage to the products is transferred to the customer upon physical possession of the goods, whether delivery takes place in France or internationally.
SOOTRASHOP shall not be liable for delays, loss, or damage occurring after the products have been handed over to the carrier.
7. Customs Duties, Taxes, and Import Charges (International Deliveries)
For deliveries outside the European Union, customs duties, local taxes, or import charges may be required by the authorities of the destination country.
These charges:
are entirely borne by the customer,
are not included in the product price or shipping costs,
remain the sole responsibility of the customer.
SOOTRASHOP has no control over these charges and cannot determine their amount.
8. Delivery Address and Returned Parcels
The customer is solely responsible for the accuracy of the information provided when placing the order.
In the event of an error, omission, or refusal of the parcel resulting in its return to the seller:
reshipping costs will be charged to the customer.
SOOTRASHOP shall not be held liable for any delay or non-delivery.
9. Receipt of the Order
Upon receipt of the parcel, the customer must check:
the condition of the packaging,
the conformity and integrity of the items.
In the event of:
a damaged parcel,
a missing item,
a damaged item,
the customer must:
make reservations with the carrier where possible,
contact SOOTRASHOP as soon as possible via the website contact form, providing evidence (photos).
10. Lost or Undelivered Parcels
In the event that a parcel is marked as delivered by the carrier but not received:
an investigation will be initiated with the carrier,
no refund or reshipment can be issued until the investigation has been fully completed.
11. Force Majeure
SOOTRASHOP shall not be held liable for any delay or failure in delivery resulting from a force majeure event or circumstances beyond its control (strikes, severe weather, transport disruptions, customs blockages, health crises, etc.).