Delivery - Return

DELIVERY

 

 

HOW LONG WILL IT TAKE FOR MY ORDER TO BE DELIVERED?

  • As soon as possible, depending on the details of your order. All information relating to your order will be communicated directly to you by email. If you would like additional information, the following options are also available:
  • Log in to My Account> Orders> Click on the order.
  • Here you will find all the information concerning your order, including delivery information.
  • In general, we can say the following about your order:
  • If you order something on a working day before 3:00pm CET, we will ship it the same day from our warehouse in Morteau, France and Le Locle in Switzerland.
  • Approximate delivery times:
    •  Switzerland & France: 1-2 business days
    •  Rest of Europe : 2-4 business days*
    • Rest of the world: 5-10 business days*

* According to local customs for non-EU countries.

 

 

 

HOW MUCH ARE THE SHIPPING EXPENSES?

  • Shipping costs to EU countries, Lichtenstein and Switzerland are € 20 for orders under € 200. Galène offers free delivery for orders over € 200 for the above countries.
  • Shipping costs to the rest of the world is € 35.

 

 

 

WHICH COUNTRIES DOES GALÈNE SHIP TO?

  • We ship our products to the following locations:
  • Switzerland, European Union countries, Norway, Iceland, Liechtenstein, Monaco, United States, Canada, Japan, South Korea, Singapore, Hong Kong, Australia, Malaysia, Mexico, Netherlands, New Zealand, Thailand, Vietnam and the UAE (as of 2020: the United Kingdom).

 

 

 

DOES GALÈNE DELIVER TO POSTAL BOXES?

  • Due to restrictions issued by the carrier, we are currently unable to provide delivery to PO boxes.

 

 

 

WILL MY PACKAGE BE INSURED AND DO I NEED TO SIGN UPON DELIVERY?

  • Your package will be insured by Galène for the duration of the transit until its delivery. A signature is necessary for any delivery and signifies the transfer of responsibility for the goods to the person who signs for them.

 

 

 

CAN I CHANGE MY DELIVERY ADDRESS ONCE MY ORDER HAS BEEN SHIPPED?

  • Unfortunately, we cannot change your delivery address once your order has been shipped.

 

 

HOW CAN I TRACK THE SHIPMENT AND DELIVERY OF MY ORDER?

  • Once your order has been shipped, we will send you an email providing you with your tracking number and with details about the carrier. You can use this number to track the delivery of your order. From your Galène account, you can follow the status of your order by clicking on the tracking number next to the details of your order.

 

 

 

CAN I PICK UP MY ORDER IN STORE?

  • At the moment, we are online only. But if you are near Lausanne, Switzerland, please feel free to write to us. We would be happy to meet with you for a coffee.

 

 

 

 

RETURNS

 

 

HOW MUCH ARE THE RETURN FEES?

In accordance with the General Terms and Conditions, any shipment costs related to a product return (s) are the responsibility of the customer. Please contact us by email at services@galenebags.com for more detailed information.

 

 

 

HOW CAN I RETURN AN ITEM?

To return a product, please follow the steps below:
  1. Contact our Customer Service by email at services@galenebags.com. Please note that you have fourteen (14) days from the date of delivery to submit your return request
  2. Our Customer Service will provide you with a Return Authorization Number and arrange for the collection of your package by our carrier at a time of your choice.
  3. Place the returned items (new, unused and in perfect condition with the tags still attached) in their original packaging and insert them into the package.
  4. When your items reach us, they will be inspected by our Quality Department. If the goods are determined to be in perfect condition, unused and with all tags still attached, Galène will refund you. Galène will proceed with the refund using the same method as that used for payment and will deduct the transportation costs for the return. We will send you a confirmation email when your refund has been made.

 

 

CAN I RETURN A DEFECTIVE ITEM?

We are very sorry if you have received a defective item.

If an item is defective or has quality problems, please notify our Customer Service immediately by email at services@galenebags.com

Our Customer Service will give you all the information you need to make your return.

Once we have received the item, we will thoroughly inspect it and if a defect or quality issue exists, we will repair or replace the item for free. If we cannot repair or replace your defective item, we will refund you in full.

Please note: If there is no defect or quality problem, or if your item has been damaged due to improper use, we will not be able to repair/replace it or offer you a refund. Galène will then return the item to you at your expense and under your responsibility.

 

 

 

WILL I BE COMPLETELY REIMBURSED?

If the goods are considered in perfect condition, new and unused and if the tags are still attached, Galène will refund you in full.

Please note: Galène is not able to offer a method of reimbursement other than the one used for payment.

 

 

 

WHEN WILL I BE REFUNDED?

Galène will refund you using the same method used for payment as soon as your items have been checked. We will send you a confirmation email once your refund has been made.

Please note: Galène is not able to offer a method of reimbursement other than the one used for payment. Depending on your card issuer or bank, allow up to 10 days from the date of the refund to see the transaction on your account statement.

 

 

 

CAN I RETURN MY ORDER IN STORE?

For the moment, we are online only. But if you are near Lausanne, Switzerland, please feel free to write to us. We would be happy to meet with you for a coffee.

 

 

 

CAN I EXCHANGE AN ITEM PURCHASED ONLINE?

  • It is currently not possible to exchange an item purchased on our online store. Please refer to the Returns Policy.