Delivery

1. Information

Products can only be delivered within the timeframes stated below if the Customer has provided Château de la Négly with accurate recipient details: last name, first name, address, postcode, city, country, door codes, landline and mobile phone numbers. If any information given when ordering is incorrect or missing, Château de la Négly cannot be held liable for being unable to deliver the products at the agreed place and time.

2. Timeframes

Delivery times range from 2 to 5 working days from the order, depending on the delivery method chosen by the Customer. This period starts on the day after the Customer sent their order to Château de la Négly. These delivery times are given as an indication.

However, if delivery has not taken place by the end of the maximum period of 30 days, the Customer may formally request Château de la Négly to deliver the product within a reasonable time by email, ordinary letter or registered letter with acknowledgement of receipt. If delivery does not take place within this new period, the Customer may cancel the contract (article L. 138-2 of the French Consumer Code) by registered letter with acknowledgement of receipt, by email or by ordinary letter.

In accordance with article L. 138-3 of the French Consumer Code, when the contract is terminated under these conditions, Château de la Négly must refund the Customer in full for all sums paid, no later than fourteen days after the date on which the contract was terminated.

3. Delivery terms

We mainly work with the following carriers: Geodis France Express, Chronopost (La Poste). Deliveries are made on the ground floor only, never to upper floors; for apartment buildings, deliveries are made to the building lobby (not to the apartment door).

Delivery to the Customer’s home: delivery takes place within 48 to 72 hours of the order (indicative times for mainland France, excluding weekends and public holidays). The Carrier contacts the Customer by phone to agree on a delivery day between Monday and Friday, for delivery during the day (9:00 am to 5:00 pm).

If the Customer is not present at the agreed delivery time, the driver will leave a notice in the letterbox so that the Customer can contact the Carrier again to arrange a new delivery (slots available Monday to Friday, 9:00 am to 5:00 pm). If the Customer is absent on the second attempt, the goods will be returned 6 days after the driver’s second visit.

Home delivery by appointment (“on demand”): the delivery date is set by mutual agreement between the Carrier GEODIS France Express and the Customer. As soon as the order reaches the delivery depot, the Customer will receive an email or text message from the Carrier inviting them to choose their delivery date, within a 9:00 am to 5:00 pm time slot, Monday to Friday. Appointments can be booked over a two-week period from receipt of the email and/or text message.

The Customer can track their order through email or text notifications, as they prefer. Three (3) days after arrival at the delivery depot, if no appointment has been made, the Customer will receive a reminder by email and/or text message from the Carrier. After eight (8) days without an appointment, the Carrier alone decides on a delivery date and time slot and informs the Customer. If the Customer is not present for this delivery, the products will be returned to Château de la Négly.

4. Receipt

Given the value and fragile nature of the Products, the Customer must check them in the presence of the Carrier. Procedure:

– On receiving the order at home, the Customer must unpack the parcel and check its contents.

– If the Products are damaged, the Customer must refuse the parcel and write the damage found on the delivery note.

– If the Carrier refuses to attend the unpacking, write on the delivery note: “Delivery accepted with reservations as the Carrier refused to stay during inspection of the parcel”.

WARNING: if the Customer accepts the parcel without checking it or stating reservations, it will be deemed undamaged and no subsequent claim can be made.

5. Delivery problems

a) Caused by the carrier: any anomaly concerning the delivery (damage, product missing compared with the delivery note, damaged parcel, broken products, etc.) must be stated on the delivery note as handwritten reservations, together with the Customer’s signature. The Customer must also confirm this anomaly by sending the carrier a registered letter with acknowledgement of receipt setting out these complaints within two (2) working days of the delivery date.

The Customer must send a copy of this letter by fax or ordinary post to: Château de la Négly Service Client, Domaine de la Négly, 11560 FLEURY, France. If the Customer does not state any reservations, the product delivered is deemed satisfactory and cannot be disputed subsequently on this ground.

b) Error: the Customer must notify Château de la Négly on the day of delivery, or at the latest on the first working day after delivery, of any complaint regarding a delivery error and/or products not matching in kind or quality the details on the order form. This complaint can preferably be made by phone on +33 4 68 32 41 50, Monday to Friday from 8 am to 12 pm and from 2 pm to 5 pm, or through the “contact us” menu, stating the order reference.

In the event of a delivery error or exchange, any product to be exchanged or refunded must be returned to Château de la Négly as a whole and in its original packaging, to the following address: CHATEAU LA NEGLY, 16 ROUTE DE LUNES, 11100 NARBONNE, France.

6. Transfer of risk

Delivery will be made by a Carrier selected by Château de la Négly to the delivery address given by the Customer. In this case, all risk of loss or damage to the products passes to the Customer when the Customer, or a third party designated by the Customer (other than the Carrier proposed by Château de la Négly), takes physical possession of these products.

If the Customer entrusts delivery of the product to a carrier other than those proposed by Château de la Négly and Château de la Négly accepts this request, the risk of loss or damage to the product passes to the Customer when the product is handed over to that carrier.