Shipping
Shipping and delivery
Packages are shipped as soon as the ordered item is ready, with delivery times varying from 1 to 6 weeks.
The order processing time is due to our production method: each piece is 100% custom-made in our Parisian workshop. This choice allows us to avoid overproduction and preserve an entirely artisanal manufacturing process, carried out by hand by the designer.
We process and ship orders Monday through Friday, excluding holidays.
We cannot be held responsible for delivery delays or lost packages caused by:
one third,
yourself, or
an unforeseeable cause attributable to force majeure.
If a package is not received within the specified time frame, an investigation will be conducted with the carrier, which may take several days. During this period, no refunds or returns can be made.
Once the package has been handed over to the carrier, we are no longer responsible for theft or loss. In this case, contact the carrier with your tracking number to open an investigation into the shipment.
No disputes will be accepted if the package is marked as delivered, as the carrier's records are considered proof of delivery. We recommend checking with your neighbors or post office to see if the package has been received on your behalf.
Returns
Return and Refund Policy
Our return policy lasts 30 days. After this period, we unfortunately cannot offer refunds or exchanges.
To be eligible for return, your item must be unused, in the condition you received it, and in its original packaging.
Non-returnable items:
Gift cards
To complete your return, we require a receipt or proof of purchase.
Partial refunds (if applicable):
Any item that is not in its original condition, is damaged, or is missing parts for reasons not attributable to an error on our part.
Refund procedure:
Once your return has been received and inspected, we will send you an email to confirm receipt and indicate whether your refund has been approved or declined.
If the refund is approved, it will be processed and credited to your original payment method within a few days.
Delayed or missing refunds:
First, check your bank account.
Contact your credit card issuer, as there may be a delay in the transaction appearing on your statement.
Then contact your bank.
If, after taking these steps, you still have not received your refund, please contact us at: info@krystenpautremat.com.
Sale or promotional items:
Only items at regular price are refundable.
Sale items and promotional items are non-refundable.
Exchanges (if applicable):
We only replace items that were initially defective or damaged.
For an exchange, contact us at info@krystenpautremat.com and send your item to:
93 avenue de la Dhuys, Bagnolet, Île-de-France, 93170, France
Shipping:
Return shipping costs are your responsibility and are non-refundable.
If you receive a refund, the return shipping cost will be deducted.
The time it takes to receive an exchanged product may vary depending on your location.