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Delivery Policy

a) Delivery terms

Once the order has been prepared, it is sent to the postal address provided by the Buyer when placing the order on the website www.muscintime.fr.
In France, deliveries are made either with “Mondial Relay” at a relay point, with “Colissimo à domicile”, with “Colis Privé” or even with “Chronopost” (depending on the case and/or the delivery options selected when of payment) (hereinafter the “Carrier”).


Delivery with “Colissimo Domicile”

LAPOSTE will inform by email that the Buyer has provided information when ordering, all the steps for tracking the customer's order, from shipping to placing the package in the mailbox. The LAPOSTE tracking number and the progress of the delivery stages indicated will be taken as proof for all exchanges with
our after-sales service.


All complaints regarding the progress of delivery will be made with the after-sales service of SAS SEKAYA with rigorous photos to support it. In the event of a dispute, the follow-up steps provided on the LAPOSTE website will prevail.


Delivery with “Mondial Relay”

“MONDIAL RELAY” gives itself the right to modify the customer's collection point within a 5km radius if the selected relay point is no longer able to receive the public or closed or in the event of a situation
unusual.


“Mondial Relay” tracking emails are sent automatically by the SEKAYA Company and by Mondial Relay.


All complaints regarding the progress of delivery will be made with the after-sales service of SAS SEKAYA with rigorous photos to support it. In the event of a dispute, the follow-up steps provided on the LAPOSTE website will prevail.


Delivery with “Colis Privé”

COLIS PRIVÉ will inform by email that the Buyer has provided information when ordering, all the steps for tracking the customer's order, from shipping to placing the package in the mailbox. The PARCEL PRIVÉ tracking number and the progress of the delivery stages indicated will be taken into account for all exchanges with our after-sales service.


All complaints regarding the progress of delivery will be made with the after-sales service of SAS SEKAYA with rigorous photos to support it. In the event of a dispute, the follow-up steps provided on the LAPOSTE website will prevail.


Delivery with “Chronopost”

CHRONOPOST will inform by email that the Buyer has provided information when ordering, all the steps for tracking the customer's order, from shipping to placing the package in the mailbox. The CHRONOPOST tracking number and the progress of the delivery stages indicated will be taken as proof for any exchange with our after-sales service.

Any complaints regarding the progress of delivery will be made with our after-sales service with rigorous photos to support it. In the event of a dispute, the follow-up steps provided on the LAPOSTE website will prevail.


b) Deadlines

Processing times are for business days only (Monday to Friday and excluding public holidays).
The logistics department does not work on weekends.


Mondial Relay delivery times: delivery within 3 to 5 working days
Colissimo Domicile delivery times: delivery 2 to 3 working days
Delivery times Private parcel: delivery within 3 to 4 working days
Chronopost deadlines: delivery the next day before 1 p.m. if order placed and prepared before 6 p.m.

Orders placed on weekdays before midday are shipped the same evening, those placed in the afternoon are shipped the next day.

PLEASE NOTE: the SEKAYA Company draws attention to the fact that the deadlines cited above are given during normal periods of activity (excluding a state of emergency, health crisis, black Friday, sales, peak activity at the end of year …)

In the event of an epidemic or exceptional situation, the SEKAYA Company cannot be held responsible for late delivery.

An order is only sent once it has been processed by the SEKAYA Company

In any case, the order is executed within a maximum period of thirty (30) days from the day following that on which the Buyer validated his order, subject to full payment of the price and compliance with the conditions of purchase. defined in the “Conditions of Purchase” article of these General Terms and Conditions.

The SEKAYA Company undertakes to respect its shipping deadlines. “La Poste” or “Mondial Relay” will be held responsible for any undue delay.

The date of departure from the carrier's premises will be taken into account and not the final delivery to the customer.

If there is no delivery at the end of this period, the Buyer has the option of canceling his order under the conditions provided for in the article “Delay in Delivery” below.

The request for dispute processing will only be made with real and rigorous supporting photos, without a photograph of the shipping box with the total weight of the package clearly visible, any request for processing will be considered unfounded and abusive.


c) Late delivery

If the maximum delivery time of thirty (30) days is exceeded, the Buyer may exercise his right to cancel the order with Customer Service by sending an email to sav@muscintime.com.

From the exercise of the right of denunciation, the SEKAYA Company will reimburse the totality of the sums paid by the Buyer (delivery costs included), according to the payment method used within a maximum period of fourteen (14) days from receipt of the complaint, to the exclusion of any other compensation.

In the event of partial delivery, delivery may be made in several installments, and this right only concerns the undelivered balance of the order.

Any delay in delivery must be reported as quickly as possible by the Buyer by email by clicking sav@muscintime.com


d) Loss of the package

An investigation into the difficulties encountered during delivery may be carried out.

The Buyer is informed that the duration of carrying out a survey is uncertain and can be relatively long, the Seller not having control over its carrying out.

If during this investigation, the order is found, it is immediately redirected to the delivery location designated in the order.

If at the end of this investigation the loss of the order is confirmed, the SEKAYA Company will, at its expense, reship the Product(s) to the Buyer or in the event of definitive unavailability, reimburse, on the bank account debited at the time of the order, the Buyer of the sums collected.


e) Reception

Each delivery is deemed to have been made as soon as the Product(s) are made available to the Buyer by the Carrier.

It is up to the Buyer to immediately check the conformity and integrity of the Product(s) shipped upon receipt of the Product(s).

If the Buyer has chosen delivery to a “Mondial Relay” collection point, the package must be collected within a maximum of 8 days. Without withdrawal on his part, the package will be automatically returned to SAS SEKAYA and the Seller will reimburse the amount of the items ordered with return costs amounting to €3. (Only for customers who have not collected their orders from a collection point).

Any anomaly/reservation identified at the time of receipt or delivery of the package (in particular late delivery, missing or damaged product) must be reported completely and precisely with supporting photos/videos by the Buyer to the Seller as soon as possible. Once all the elements are in hand, the Seller will be able to open a ticket with its logistics platform and make an inquiry with the carrier. The Buyer may be required to contact the Carrier in parallel, if necessary.

Any reservation of this type must be notified in parallel and as soon as possible to the Seller's Customer Service: sav@muscintime.com.