Conditions of purchase

Shipping Costs:

Except for special promotions, shipping costs are borne by the customer. They depend on the destination and the shipping method chosen, and are shown at checkout before the order is placed. All current rates are set out in our Shipping Policy. For deliveries outside the European Union, import duties, taxes and fees are not included and are payable by the customer.

Upon confirming the purchase, the user will receive an automatic response confirming the purchase, along with an order number. Subsequently, LE MARSHAND SL will send an email to the user informing them that the order has been dispatched from the warehouse. This email will also provide the tracking number and the customer service number of the courier company so that, in the event of any issues with delivery, the user can contact the courier to resolve it.

If the user is absent at the time of delivery, the courier will leave a notice indicating how to arrange a second delivery. If, after 7 business days from the time the order is out for delivery, no delivery has been arranged, the user must contact LE MARSHAND SL. If the user does not do so, after 10 business days from the time the order is out for delivery, the order will be returned to LE MARSHAND SL’s warehouse, and the user will be responsible for both the shipping and return costs, as well as any associated handling fees. If delivery could not be made due to the package being lost, our courier will start an investigation. In these cases, our couriers’ response times typically range from one to three weeks. In such cases, LE MARSHAND SL will contact the user to decide whether to cancel the order and refund the amount paid (product cost and shipping costs), or to resend a new order at no additional cost.

At the time of delivery, the user must check the condition of the package with the courier company, which is responsible for delivering the requested product on behalf of LE MARSHAND SL, and note any anomalies in the packaging on the delivery note. If later, upon reviewing the product, the user detects any issues such as damage, breakage, or any defects caused during shipping, they must report it by email to LE MARSHAND SL within 24 hours, providing the following documents:

• Online order delivery note.

• A copy of the invoice, which you will always receive with your order.

• A photograph of the damage.

Once your claim is registered, our agents will process your request as quickly as possible, while also arranging the collection of the damaged merchandise from your home to our warehouse and will contact you to either arrange a replacement shipment or refund the cost if the item is out of stock.

Returns and Refunds:

Returns, exchanges and refunds are governed by our Returns Policy, which forms part of these terms. In summary: the customer has fourteen (14) calendar days, counting from the day after the order is received, to exercise the right of withdrawal. Return shipping costs are borne by the customer, except for defective products or errors attributable to LE MARSHAND SL. Refunds are made using the same payment method used for the purchase. If any point in these terms differs from the Returns Policy, the Returns Policy prevails.

Warranty:

All our items carry the statutory guarantee of conformity of three years from delivery, as provided for in Royal Legislative Decree 1/2007 of 16 November, approving the consolidated text of the General Law for the Protection of Consumers and Users.

Our pieces are handmade from natural materials, so two units of the same item may differ slightly. These variations are part of handcrafted work and are not a defect. The warranty does not cover damage caused by improper use or handling, or normal wear from use.

For any warranty claim, the customer must email info@lemarshand.com with the order number, a description of the problem and photos of the item. LE MARSHAND SL will explain how to send it. If the defect is covered by the warranty, LE MARSHAND SL will repair or replace the item and cover the shipping costs.