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Shipping policy
This policy explains where we ship, what delivery costs, when your order arrives and what you can do if something does not go as expected. It forms an integral part of the General Terms and Conditions of Sale and does not reduce any of the rights the law grants you as a consumer.
1. Where we ship
We ship only within the European Union, to the Member States shown at checkout.
We do not ship to any country outside the European Union.
If any delivery restriction applies, we tell you at the start of the ordering process.
2. Delivery methods, charges and free delivery
| Destination | Method | Estimated time | Delivery charge | Free delivery |
|---|---|---|---|---|
| France, Germany and the rest of the European Union | Standard | 3-4 business days | €5.90 | On orders of €69.90 or more |
| Italy | Standard | 3-4 business days | €6.90 | On orders of €69.90 or more |
| Portugal | Standard | 3-4 business days | €4.90 | On orders of €49.90 or more |
We offer a single standard delivery method for orders shipped within the European Union.
The delivery charge applicable to your address is shown itemised in the order summary before you confirm your order, alongside the price of the products and the applicable taxes.
Currency. We charge exclusively in euro. If your payment card or account is denominated in another currency, your bank or card issuer may apply a currency conversion charge or an exchange rate spread. Those charges are set by your bank, are not received by FETĒN and are not included in the amount shown at checkout.
3. Delivery times
The times shown are estimates and not binding commitments. They depend on the destination, on the carrier and on circumstances that are not always within our control.
Times are counted in business days from confirmation of the order and do not include preparation time. Saturdays, Sundays and public holidays are not business days.
The maximum delivery time is in any event 30 calendar days from the conclusion of the contract, in accordance with Article 18(1) of Directive 2011/83/EU.
If we do not deliver on time. Under Article 18(2) of that Directive, if we fail to deliver you may call on us to deliver within an additional period appropriate to the circumstances. If we still fail to deliver within that additional period, you are entitled to terminate the contract and to be reimbursed without undue delay for all sums paid. You may terminate immediately, without granting that additional period, if we have refused to deliver or if delivery within the agreed period was essential in the circumstances and you told us so before the contract was concluded.
4. Island and remote areas, and territories outside the EU VAT area
Delivery to island or remote areas within the European Union may take longer than the estimate above, because of the particular features of transport to those destinations.
A small number of territories belonging to Member States lie outside the VAT and customs territory of the European Union. If your delivery address is in one of them, the shipment may be subject to customs clearance and to the local taxes and customs handling charges applicable there. Those taxes and charges are payable by the recipient of the order, are settled locally and are not included in the amount you pay in the shop. Because of the customs formalities, delivery to those destinations may take appreciably longer than the estimate above.
5. Passing of risk
In accordance with Article 20 of Directive 2011/83/EU, the risk of loss of or damage to the goods passes to you when you, or a third party indicated by you other than the carrier, acquire physical possession of them. Until then the risk is ours.
6. If the parcel arrives damaged or incomplete, or does not arrive
Write to hola@somosfeten.com with your order number and a description of what happened. If the parcel arrived visibly damaged, it helps us if you attach a photograph of the packaging and the contents.
You do not need to claim against the carrier: we arranged the carriage and we are answerable to you directly.
Noting the incident on the delivery note is useful, but it is not a requirement: if you do not do it, you keep all your rights in full, including the right of withdrawal and the legal guarantee of conformity, which are explained in the Withdrawal and Returns Policy and in the General Terms and Conditions of Sale.
7. Incorrect or incomplete delivery address
Check the delivery address before confirming your order. If the address given is incorrect or incomplete, delivery may be delayed, fail, or be made somewhere other than intended.
If you notice a mistake in the address after confirming your order, write to us as soon as possible at hola@somosfeten.com: we will try to correct it before dispatch. Once the order has been dispatched, changes may not be possible.
If the order is returned to us because the address given was incorrect or incomplete, or because delivery was not possible, we will contact you to arrange a new shipment. We will tell you in advance what delivery charge that second attempt involves, so that you can decide. If you prefer not to repeat it, we will refund the price of the products.
8. Carriers
FETĒN arranges shipments through Packlink PRO (Auctane), which acts as a logistics intermediary and contracts the carriage on FETĒN's behalf with the operator appropriate to each shipment. Your delivery details are passed to Auctane and, through it, to the carrier, as described in the Privacy Policy.
9. Questions about your order
For any question about the status of your shipment, write to hola@somosfeten.com, quoting your order number.