Frequently asked questions
In order to facilitate your use of the website, we have grouped together all the questions that we are regularly asked. However, if you do not find the answers to your questions, do not hesitate to contact us!
1. What is the delivery time?
What are the shipping costs and the delivery time?
Shipping costs start at 2.50 euros and are based on weight, shipping method and destination country. Delivery times vary from 4 to 30 working days, depending on the destination country.
How can I know in advance how much the delivery costs will be?
You just need to create an account on the store and log in, when you add your items to your cart, the shipping cost will be automatically estimated.
How do I know the delivery time?
Packages are generally dispatched within 72 hours after receipt of payment, excluding weekends and holidays. Delivery times may vary depending on the destination country, the shipping method chosen and the speed of the postal service.
Packages are sent with a tracking number that will allow you to follow the progress of your order and will certify its delivery.Different delivery methods can be offered to customers, depending on the destination country and the weight of the order.
Breakdown by country of delivery times:
Letter with tracking number
Letter with tracking and insurance
|3 to 7 business days||2 to 3 business days||Not available||Not available|
|5 to 15 business days||5 to 15 business days||5 to 10 business days||7 to 20 business days|
Canada and USA
|7 to 20 business days||7 to 20 business days||7 to 15 business days||7 to 30 business days|
Rest of the world
|15 to 30 business days||15 to 30 business days||15 to 30 business days||15 to 30 business days|
2. My package was not delivered, what can I do?
In case of non reception of the parcel
In case of non-receipt of the parcel, the tracking number will attest to the delivery or non-delivery of the parcel, and will allow, if necessary, to make an inquiry with the postal service.
If you have not received your package, you must contact us as soon as possible to report the incident. After examining the situation, and if the facts allow it, we will file a claim with the postal service.
The tracking number of your package is there to protect your purchases and to help us find them via the claim made with the Post Office. Please know that we take this type of situation very seriously and make it a point to resolve them.
If after filing the claim the Post Office confirms that your package is lost, we will send another package to you. Please note that a claim systematically involves an investigation by the postal service and that this can take up to 2 months if you are located outside of France (in metropolitan France this research usually takes about 10 days).
The tracking number being proof of the shipment of the package, The Witching Hour can not be held responsible for the possible non-receipt of the package and / or its loss by the postal service.
Therefore, no refund or exchange can be claimed without a complaint to the Post Office (made by us), and a response from the Post Office stating that the package is lost.
If the tracking number of the package indicates that it has been delivered, no claim can be made to the postal service, and no exchange or refund can be made.
If you frequently encounter difficulties in having your order delivered by the postal service, we invite you to choose the delivery method "Colissimo with delivery against signature", or if you are abroad, the registered letter or the Colissimo, in order to avoid any problem.
It is also up to the customer to make sure that his name is on his mailbox so that the letter carrier can make the delivery of the package.
3. Custom charges, taxes...
Custom charges, taxes for international customers:
During international shipping, customs charges or taxes can be asked to the customer in case of control of the package.
This fact is totally out of The Witching Hour control, so their amount cannot be asked to the store. Only the buyer will have to pay every taxes and custom charges asked by the postal service.
4. Return and exchange
Return of the items:
According to the law, the buyer has a time allowed of 14 days from the reception of the order to return the item bought.
The right of return can be applied only if the procedure below is respected and only if the items returned during the time allowed of 14 days still be sealed and in perfect condition.
Above all return, the customer has to contact the customer service of The Witching Hour by email, via the contact form of the online store.
The returned package must be shipped with a tracking number. In case of loss of the package by the postal service, The Witching Hour will ask you the number to track the package.
The shipping costs of the package to return the items are chargeable to the sender. No package sent in mode with repayment will be accepted by The Witching Hour.
If the procedure above is respected, The Witching Hour makes a commitment to make an exchange or a refund of the items for a maximum time allowed of 14 days following the reception of the returned goods.
Please note: Custom orders are not eligible for the return procedure.
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