Shipping policy

Orders placed on TOURSEKEV.com are prepared and shipped from France.

01. Preparation time
02. Transit time
03. Delivery time
04. Destinations and fees
05. Customs duties and import taxes
06. Carrier
07. Change of delivery method
08. Pickup point changed by the carrier
09. Tracking
10. Order not delivered within the time limit
11. Parcel marked as delivered but not received
12. Parcel refused or not collected
13. Incorrect delivery address
14. Damaged parcel
15. Contact

01. Preparation time

The preparation time starts after the order is confirmed. An estimate is shown on the product page before payment.

Products may be made to order. In the event of a stock shortage or ongoing production, this estimate may be extended. During periods of high demand, an updated estimate may be displayed at the top of the site.

This estimate is not a commitment. The delivery commitment remains 45 days from confirmation of the order.

To check the progress of your order, contact us using the contact form.

02. Transit time

The transit time starts when the parcel is handed over to the carrier. Its estimate, in calendar days, is displayed before payment, when you choose the carrier or the delivery method. If no estimate is displayed, the carrier’s usual time for the selected service is used as the estimate.

This estimate is not a commitment. The delivery commitment remains 45 days from confirmation of the order.

After the tracking number is sent, up to 48 working hours may pass before the parcel is actually handed over to the carrier. Public holidays and days when the carrier is closed are not counted in this period.

03. Delivery time

The estimated time includes preparation, a possible period of up to 48 working hours between the sending of the tracking number and handover to the carrier, and transit.

Shorter times announced on the site, before payment, are indications only. They may change in the event of a stock shortage, ongoing production, or a delay by the carrier. They do not constitute a commitment.

The delivery commitment is 45 days from confirmation of the order.

04. Destinations and fees

The destinations served, the delivery methods, and the corresponding fees are shown before payment, on the shop page and when you choose the delivery method.

Destinations may be changed, suspended, or removed at any time, without notice, for future orders.

If, after an order has been confirmed, the destination can no longer be delivered and no other solution is possible, the order is cancelled and refunded in full using the payment method used. The refund is made within 14 days of cancellation.

05. Customs duties and import taxes

For delivery outside mainland France, taxes, customs duties, or the carrier’s customs clearance fees may be payable depending on the destination. The carrier may also charge these fees when it advances them.

These amounts are not included in the order price and remain the customer’s responsibility.

If these fees are not paid, the parcel may be held or returned. As long as the parcel can still be collected by paying these fees, no refund is made.

A refund is made only when tracking shows that the parcel is being returned to the sender, or when it can no longer be collected. It then covers the price of the products. Delivery charges are not refunded.

06. Carrier

If the selected carrier is unavailable, it may be replaced by another. The original carrier may also entrust the final stage of delivery to another carrier. No additional charge is requested.

For an order over €400, delivery against signature may be requested. It is not systematic. It does not change the selected delivery method and does not result in any additional charge.

07. Change of delivery method

If, before shipment, the selected method, home delivery or pickup point, cannot be provided, we contact you at the email address used for the order to offer another solution. The method is not changed without your agreement. No additional charge is requested.

You may refuse. If no other solution is possible, the order is cancelled and refunded in full using the payment method used.

If there is no reply within 14 calendar days of our proposal, the proposal is deemed refused. The order is then cancelled and refunded in full. No reminder is sent.

The refund is made within 14 days of cancellation.

08. Pickup point changed by the carrier

The carrier may change the pickup point on its own initiative. It does not inform us, so we cannot notify you.

As long as the parcel can be collected from the pickup point shown in the tracking, no refund is made.

If this pickup point does not suit you, contact us using the contact form before the end of the collection period. If the parcel is returned to us, a new shipment to the pickup point selected in the order may be arranged after the return is confirmed. You will not be charged for it.

If you do not inform us and the parcel is not collected, the situation is treated as an uncollected parcel. If the new pickup point is clearly remote or unusable, this rule does not apply.

09. Tracking

After shipment, a tracking number is sent by email. Tracking information may take time to appear or to be updated.

If the tracking does not change for more than 7 days, contact us using the contact form. We ask the carrier to check and inform you of the next step.

A lack of tracking updates for 7 days does not, by itself, constitute non-delivery.

10. Order not delivered within the time limit

If the order is not delivered within 45 days of its confirmation, contact us.

This rule does not apply when the parcel can still be collected, when the address entered is incorrect, or when the parcel has been refused or not collected. These situations are covered in their own sections.

After verification, a refund or a new shipment may be offered. This solution is not automatic. For a new shipment, the time frame is communicated to you and your agreement is requested before shipment. You may refuse the new shipment and request a refund.

If the refund is granted, it covers the amounts paid, including delivery charges, and it is made within 14 days.

11. Parcel marked as delivered but not received

If you write from the email address used for the order, a sworn statement of non-receipt may be requested for the carrier’s investigation. If the carrier also requires a copy of an identity document to open its file, it may be requested. The first and last names must match those on the order.

These documents are used only to be sent to the carrier for its investigation. Our copy is deleted once the file has been sent. Any retention by the carrier is governed by its own rules.

If you write from a different email address, provide the following information as it appears on the order:

the order number
the buyer’s first and last name
the email address used for the order
the full delivery address

The order number alone, an incomplete reply, or information that does not match does not allow us to link the request to the order. In that case, we do not provide any information about the order and we do not process it.

If you are acting for the buyer, the buyer must confirm their authorization from the email address used for the order, stating your email address and your first and last name.

Once the link to the order has been verified, we review the tracking and, if necessary, ask the carrier for clarification. We inform you of the outcome.

As long as the parcel can still be collected, in particular from a pickup point or a locker, no refund is made.

If proof of delivery exists, such as a signature, a collection, or delivery to a person designated by the buyer, the request may be refused.

If a solution is offered, it may be a refund or a new shipment, after confirmation by the buyer. This solution is not automatic.

If, after a solution has been granted, it appears that the parcel was received, or that it can still be collected at the time of the decision, that solution may be cancelled.

If the disagreement continues, you may refer the matter to the consumer mediation service, whose contact details are set out in the terms and conditions of sale.

12. Parcel refused or not collected

If the parcel is refused or not collected within the pickup point or locker time limit, inform us so that we can follow the return and so that you can request a refund. The carrier does not always inform us of the return or of the actual delivery. Without this notification, the refund is not automatic.

As long as the parcel can still be collected, no refund is made.

If you did not collect the parcel, or were unable to collect it, without stating that you are withdrawing from the purchase: once tracking shows a return to the sender, the parcel can no longer be collected, and you have notified us of the situation, the price of the products is refunded within 14 days. Delivery charges are not refunded, whether or not the parcel reaches us.

If you withdraw from the purchase, state this in your message. The refund is then the one provided for in the terms and conditions of sale, including standard delivery charges. The rule above does not apply.

A new shipment or a new order may be accepted if you are acting in good faith and if you notified us as soon as possible that you were unable to collect the parcel. The new delivery charges remain your responsibility.

If a second order is not collected or is refused under the same conditions, without a withdrawal, further orders are refused until the seller agrees.

13. Incorrect delivery address

This rule applies when the address entered in the order is incorrect or incomplete, or does not allow delivery, and the parcel is returned for that reason.

You must inform us of the situation in order to request a refund. Without this notification, the refund is not automatic.

As long as the parcel can still be delivered or collected, no refund is made.

Once the return is shown in the tracking, or the parcel has been received, and after your notification, only the price of the products is refunded, even if the parcel does not reach us. Delivery charges are not refunded. The refund is made within 14 days, using the payment method used for the order.

A new order to a corrected address may be accepted. Its charges remain the customer’s responsibility. Delivery charges already paid are not deducted from this new shipment.

If a second delivery fails for the same reason, further orders are refused until the seller agrees.

14. Damaged parcel

1. Damage visible on delivery

If the parcel is visibly damaged on delivery, you may refuse it or make reservations with the carrier. If you accept it, contact us using the contact form and describe the damage.

2. Damage found on opening

If the product is damaged when opened, contact us as well using the contact form.

3. Review of the request

Photos of the parcel, the packaging, and the product may be requested in order to review the request. They are not a condition of the claim.

Until we indicate otherwise, keep the parcel, the product, and the protective packaging.

4. Solution offered

If a solution is offered, it may be the sending of a replacement part, a new shipment, or a refund, after confirmation by the buyer.

A replacement part may not be offered when the product does not allow it for technical reasons.

5. Return of the product

The return is made only with our agreement. A return label is then offered to you. A parcel sent back without this agreement may not be processed until it has been identified.

The product may be returned in a different box and with different protection from the original ones. It must nevertheless be protected, and the returned order must be complete.

Unless we agree otherwise, the new shipment and the refund take place after the product has been returned.

6. Returned parcel not matching the order

If the returned parcel does not contain the product from the order, if it is incomplete, or if it contains another item, the refund is refused.

If the product is returned without suitable protection, loose, or soiled by a liquid or debris, the refund may be refused or reduced according to the condition of what was received. The file is not closed without a decision: we inform you of the refusal or of the amount withheld.

Photos and a description of what was received are kept for the duration of the dispute, then deleted once the file is closed.

If you challenge this decision, you may refer the matter to the consumer mediation service, whose contact details are set out in the terms and conditions of sale.