Charcoal DongDing

Delivery deadlines are provided as an indication only and are not guaranteed. Failure to deliver by the date specified shall not give rise to penalties for delay, damages or interest, withholding payment or cancellation by the customer of the order, irrespective of the causes, length or consequences of the delay.
Furthermore, deadlines quoted shall be suspended ipso jure in the event of any occurrence independent of the will and/or control of Le Comptoir de Formose which results in delivery delay and notably in the event of shortage of raw materials essential to the manufacture, delayed delivery or non-delivery by any supplier to Le Comptoir de Formose, stockout of product(s) in question and any case of force majeure.
All deliveries are systemically delivered by “INTERNATIONAL DELIVERY”, in accordance with the postal tariffs applicable on the order date. All postal expenses will be charged to the customer unless otherwise specified on the invoice.
Orders are usually dispatched by the end of the next business day. Orders are therefore usually delivered anywhere within 2 to 3 weeks.
Shipping costs are quoted automatically on the web order form, at time of checkout, based on the weight of your order and the country of delivery.
All standard shipping may be free for any order over a certain threshold (after discounts) which is specified on the website at the moment of the order.

Cancellation of an order in whole or in part shall take place before it is shipped out, please do so by sending an email to: service-client@comptoir-formose.com
In all circumstances, the cost of returning items is your responsibility.
Returns will be only be acceptable for visible product defects or quality issues and must be addressed to Le Comptoir de Formose, within 7 (seven) days of receipt of products ordered, the customer is deemed to have accepted the products without reservation on expiry of this period
The return request is a prerequisite for the acceptance and repayment of product(s) returned. Only the customer who placed the order has the power to exercise the right of withdrawal.
Please follow the steps below:

• print out the declaration of returns form
• complete it and sign it then sent a pdf scan copy of the form and any other documents needed by email to: service@comptoir-formose.com
• when we receive it, we will contact you to organise the item’s return.
• Once the parcel is received, we will check the compliance of the item(s) returned, which must not be damaged or opened, in order to confirm our final agreement for a refund. A refund will be made via the means of payment used for the purchase.

Once Le Comptoir de Formose has agreed to it, we will refund you within 14 days.
Other required documents may include but are not limited to photos of the parcel label with the tracking number, the damaged / unsatisfactory item and the parcel with its contents.
With any order returned to our premises by our carrier for the following reasons: unclaimed or refused, without having requested withdrawal, we will make a partial refund deducting our incurred costs.

We guarantee the quality and condition of all the items we package for shipping.
Our products are shipped at the risk of the customer. It is the responsibility of the customer to check the package, without fail, as soon as it is delivered by the forwarding company.
The customer must send any claims with regard to damage or partial loss affecting the products delivered, by registered letter with acknowledgement of receipt to the transport company and Le Comptoir de Formose, within a period of three working days from the date on which products are received.
It is the responsibility of the customer to supply Le Comptoir de Formose with any proof required for the claim.
In the event that the customer‘s claim is accepted by Le Comptoir de Formose, the latter shall arrange for, at its discretion and in accordance with stocks available, the exchange or return of said products, credit notes being provided for returned products.

All orders of our products are payable upon order, by bank card only (VISA, EUROCARD, MASTERCARD).
Online payment with bank cards is entirely secure, and uses the SSL (Secure Socket Layer) protocol. The information transmitted is encoded by a software program and cannot be read when it passes through the network.
Any unpaid sum due to insufficient funds in the customer‘s account or due to wrongly communicated bank details on the part of the customer is subject to a 10% fee per payment incident.