Shipping policy

This shipping policy applies to all orders placed on empereur.fr, operated by Maison Empereur, whose shop is located at 4 rue des Récolettes, 13001 Marseille, France. All orders are prepared and dispatched from this address.

Where we deliver

We deliver to mainland France (including Monaco), the French overseas territories, most European Union countries, Switzerland, the United Kingdom, Norway and a selection of international destinations (including North America, Asia, the Middle East and Oceania). The full list of destinations and indicative rates can be found on our Delivery page. If your country is not listed, contact us: we will look into shipping by quotation.

Order preparation

Orders are prepared Monday to Friday, excluding public holidays. They are handed to the carrier within 1 to 2 working days of payment confirmation. During busy periods (the festive season, sales events), this may take slightly longer.

If an item in your order turns out to be unavailable despite our checks, we will let you know as soon as possible and offer to hold the order, replace the item or refund it.

Delivery methods and carriers

Depending on the destination and the contents of your basket, we offer home delivery, delivery to a pick-up point and express delivery. Our parcels are entrusted to established carriers, including Colissimo, Mondial Relay, Chronopost and UPS. The options actually available for your order, and their exact price, are displayed automatically at checkout, based on the parcel weight and the delivery address.

Home delivery is made against signature. If you are out, the parcel is left at a pick-up point near the address given, where it can be collected within the time limits communicated by the carrier. A tracking e-mail is sent to you before delivery, then at each stage of the journey.

Shipping rates

Shipping costs are calculated according to the weight of the order and the destination. They are shown inclusive of all taxes, before payment is confirmed. Pick-up point delivery is free in mainland France for orders of €89 or more.

Collection in store

Free collection from our Marseille shop is offered at checkout. You will be notified by e-mail as soon as your order is ready. Please bring your order confirmation and proof of identity when collecting.

Delivery times

Transit times depend on the carrier and the destination; they are shown when you choose your delivery method. They are expressed in working days from the moment the parcel is handed to the carrier, and are given as an indication. A carrier delay does not automatically entitle you to cancel the order; in the event of a clearly abnormal delay, contact our customer service so that we can open an enquiry with the carrier.

Delivery address

It is the customer's responsibility to check that the delivery address entered at the time of ordering is accurate and complete (number, building, access code, phone number). Maison Empereur cannot be held liable for a failed delivery due to an incorrect or incomplete address; any resulting re-shipping costs may be charged to the customer.

Customs and import taxes

For deliveries outside the European Union (including the United Kingdom, Switzerland, Norway, the United States, Canada and long-haul destinations), the order may be subject to customs duties, import taxes and handling fees collected by the carrier on delivery. These charges, which are neither included in our prices nor under our control, remain the sole responsibility of the recipient. Refusing a parcel because of these charges does not entitle you to a refund of the shipping costs.

Products subject to transport restrictions

Some items in our catalogue (flammable products, aerosols, solvents and other regulated goods) cannot be transported by air or shipped to certain destinations, in accordance with dangerous goods transport regulations. Some items may be unavailable for delivery to your destination.

Receipt, damage and loss

We invite you to check the condition of the parcel in the presence of the courier or upon collection. If a parcel is damaged, note precise reservations with the carrier (or refuse the parcel) and report the incident to us within 48 hours of receipt, with photographs, at the address below. If a parcel has not arrived although tracking shows it as delivered, or if tracking has not been updated for several days, contact us: we will open an enquiry with the carrier and, depending on its outcome, re-ship or refund your order, in accordance with the applicable regulations.

Contact

For any question about shipping or tracking your order, our customer service team is available via the site's Contact page, quoting your order number.