Politique d’expédition

1. Shipping charge

All orders receive free standard delivery. There is no minimum purchase requirement unless a promotion expressly says otherwise. If optional expedited, timed or specialist services are introduced, their price and terms will be displayed before checkout.

2. Processing and delivery estimate

Orders are normally prepared within 1–3 business days after payment authorisation, excluding weekends and public holidays. Our estimated delivery time is 15–20 calendar days after dispatch. The estimate is not a guarantee unless a fixed date is expressly agreed before purchase. The date or period presented during checkout forms part of the pre-contract information.

Custom, cut-to-size, back-ordered or specialist components may require additional production time, which will be disclosed where applicable. An order containing several items may be shipped in separate parcels, and each parcel may have its own tracking reference.

3. Delivery destinations and carriers

We arrange delivery to supported addresses shown at checkout. Carriers are selected according to parcel size, fragility, destination and service availability. A carrier may use a local delivery partner for the final stage. Tracking events can appear in a different language, time zone or transit location and may update after operational scans.

4. Address accuracy

Enter a complete deliverable address, apartment or access code, recipient name and telephone number where requested. Contact us immediately if a correction is needed. We cannot promise changes after fulfilment begins. We will not charge the customer for a correction caused by our error; additional direct costs caused by an incorrect customer-supplied address may be recoverable only where lawful and disclosed.

5. Tracking

When tracking is available, we send it electronically. Allow reasonable time for the first carrier scan. A status such as pre-advice, label created or information received can mean the parcel is awaiting its first physical scan. Contact us if tracking remains unchanged for an unusually long period or indicates delivery but the parcel cannot be found.

6. Receiving fragile and technical goods

Inspect external packaging before opening and handle stove or fireplace glass with suitable care. If damage is visible, note it with the carrier where possible and take photographs before moving or discarding packaging. Never install cracked glass, a damaged motor, compromised wiring or any component that could be unsafe. Promptly email us with the order number and evidence so we can arrange an appropriate remedy.

7. Delivery attempts and collection

The carrier may make more than one attempt, leave the parcel at an authorised safe location, deliver to a pickup point or contact the recipient, depending on the selected service and local rules. Follow tracking instructions promptly. We are not responsible for theft after valid delivery to a location expressly selected by the customer, but mandatory risk-transfer rules remain applicable.

8. Risk and title

For consumer sales, risk of loss or damage generally passes when the consumer, or a third party designated by the consumer other than the carrier, takes physical possession. If the consumer independently appoints a carrier not offered by us, different statutory rules may apply. Ownership passes subject to full payment and applicable law.

9. Delay

Weather, industrial action, customs controls, transport disruption, peak demand, natural events, security incidents or remote-area handling can cause delay. We will provide available information and take reasonable steps with the carrier. A delay does not cancel mandatory consumer rights.

If delivery does not occur by the agreed date or within the agreed period, the consumer may require delivery within an additional reasonable period in accordance with French law. If delivery still does not occur, the consumer may terminate the contract. An additional period may not be required where we refuse delivery, the delivery date was an essential condition made known before contracting, or another statutory exception applies. Following valid termination for non-delivery, sums paid will be reimbursed within the legally required period, generally no later than 14 days.

10. Lost parcels

If tracking does not show delivery and the expected period has passed, contact info@total-hearth.shop. We may ask the carrier to trace the parcel and may confirm the address and surrounding delivery locations. If the parcel is confirmed lost, we will provide the remedy required by law, which may include replacement or refund. Customers are not required to pursue the carrier for a parcel sent under our delivery contract.

11. Delivered but not found

Check the mailbox, reception, household members, neighbours where appropriate, safe places and pickup-point notifications. Tell us promptly if the parcel remains missing. We will review proof of delivery and open a carrier enquiry. Any decision will take account of evidence and mandatory consumer-risk rules.

12. Split shipments

Several parcels may arrive on different dates. The order confirmation or tracking page may identify partial shipment. A missing parcel should not be treated as lost merely because another parcel arrived first, but contact us when its separate expected period has passed.

13. Customs and cross-border fulfilment

Products may be dispatched from different fulfilment locations. Where import charges or formalities could apply to a consumer delivery, required information should be presented before the order is placed. We will not request undisclosed customs payments by unsolicited message. If you receive a suspicious request, contact us before paying.

14. Changes and cancellations

We try to accommodate cancellation or address changes before dispatch, but cannot guarantee interception. Once dispatched, the return and withdrawal rules apply. Refusing a parcel does not always replace the requirement to send a clear withdrawal notice, so email us as well.

15. Returns are governed separately

Delivery refusal, return shipment and refund are governed by the Return and Refund Policy. Always request the confirmed return destination before sending an item. Fragile or specialist items should be returned using suitable protective packaging and, where appropriate, tracked and insured transport.

16. Contact

For dispatch, tracking, delay, damage or loss enquiries, email info@total-hearth.shop with the order number. We normally reply within two business days and may require additional time to obtain a carrier investigation result.