Insured delivery
Your purchase is insured during transportation until it is delivered to you. We require a signature for all delivered goods, so that responsibility for your purchased goods passes to you upon signature. If you do not receive the goods in person (i.e. for gift orders or when an item has been signed for by a concierge/receptionist), the person who signs for the package confirms receipt and is responsible for the package.
Missed Delivery
If you are not ready to receive the delivery at the time of attempted delivery, the courier company will leave a card to inform you of the attempted delivery. This will allow you to either call them to arrange a new delivery at a more convenient time, or to collect the package from your local sorting office. For security reasons, all items sent by our delivery method require a signature. If for any reason the item is returned to us (e.g., incorrect address specified, item not requested), we will notify you immediately by email as soon as we receive it. Please note that for items that were not delivered due to the consumer’s fault and a refund is requested, we reserve the right to deduct our one-way shipping costs from the total refund.
Order process
As stated in our terms and conditions, after placing an order, you will receive an e-mail confirming receipt of your order. This e-mail is not an order confirmation/acceptance e-mail, as it will be sent to you after confirmation of the products in your order. It is at this moment of confirmation that our contract is perfect.
After we prepare the order for shipment, we will send you an email with the shipping details.
Delivery
Delivery times vary depending on the country to which the product is to be delivered and the availability of parts.
The approximate delivery time is 5 days, but this may be longer due to availability.
We do not charge shipping fees, but you should be aware that local customs duties and other taxes may apply to the products depending on the destination country.
In this case, we will not be responsible for these costs.
Above, the list of countries covered for delivery:
Austria
Belgium
Cyprus
Finland
France
Germany
Hong Kong
Luxembourg
Netherlands
Norway
Panama
Portugal
Spain
Sweden
Switzerland
These conditions and countries may change at any time and we advise you to keep yourself informed by reading our Terms & Conditions.
Return
At Frederique Constant, we try to comply with current directives and regulations such as the EU Directive 2019/771.
Also, we try to show on our site the most real and faithful image of our products, but we understand that sometimes you may receive products that are not what you expected. For this reason, you will have 14 days to return your product purchased in our online boutique for any reason. The deadline runs from the moment you receive the products.
However, we ask you to contact us as soon as you notice the defect of the product or your decision not to keep it.
The conditions under which we will receive the return of the product are the following: the product must be in perfect condition and as it was at the time of delivery, with its original packaging, its warranty, its instructions, its parts and without signs of having been used. We will not receive products for exchanges or returns with signs of having been used. For this, our technicians will evaluate the product once received and you will be informed about the pertinence of your return.
We process refunds as quickly as possible and you will receive an email notifying you when the refund has been processed. We process most refunds the same day the items were received, but please allow up to 14 days for the money to reach your account. It rarely takes this long, but sometimes it can happen for reasons such as bank delays.
The recommended return methods are secure courier such as FedEx, DHL, La Poste or a similar registered service. We also recommend you to register the tracking number.
Important :
For customized models and those comprising the Vitality line, no exchanges or refunds will be accepted. Please also note that, according to EU legislation, the 14-day cooling-off period does not apply to these products. Exceptionally and in the particular case of an exchange, the customer will bear the costs of the exchange.
In principle, for products purchased in a commercial establishment and not in an online boutique, the right of return does not apply unless they have a defect.
To initiate the product return procedure, pelase fill in the form below and we will get back to you with the next steps: