Shipping policy
Shipping Policy
We make it a point of honor to ensure every step of your shopping experience is as smooth as possible: from clicking on your cart to receiving your order.
1. Delivery Zones
We deliver our products throughout the European Union. For shipments outside the EU, no taxes or customs formalities apply.
2. Order Processing Times
All orders placed Monday through Friday are generally processed daily upon confirmation. Processing begins after payment confirmation. Orders placed after 2pm, on weekends, or on public holidays will be processed starting the next business day.
If you notice an error in the information provided (address, name, etc.), please contact us immediately at contact@napoon.fr, ideally within hours of placing your order. Once the package has been handed over to the carrier, we will no longer be able to modify the information, and any reshipping costs will be your responsibility.
3. Delivery Methods and Estimated Times
Shipping is free for any order of €100 or more. Below this threshold, a flat shipping fee of €4.90 applies. Here are the available shipping methods:
● Home delivery Taking processing time into account, your package will be delivered between 2 and 3 business days after your order.
● Pickup point delivery Taking processing time into account, your package will be delivered between 3 and 5 business days after your order. Before finalizing your order, you will be asked to choose the pickup point closest to you.
Please note : The delivery times indicated are estimates and depend on the carriers. They may be affected by various factors beyond our control, such as weather conditions, peak periods (Black Friday, Christmas, sales...), strikes, or unforeseen logistical issues related to carriers. Our team remains available to keep you informed.
4. Tracking Your Order
Once your order has shipped, you will receive an automatic email containing your package's tracking number, along with a link to track it in real time on our Napoon website.
You can also track your order on the carriers' websites: Colissimo Tracking | Mondial Relay Tracking | FedEx.
5. Lost Package
If you have not received your package 7 business days after your order, here are the steps to follow:
- Contact Mondial Relay customer service: 09 69 32 23 32 (toll-free call)
- Contact Colissimo customer service: 3631 (toll-free call). If needed, you can also fill out their lost package declaration form.
- Contact FedEx customer service via their contact page.
At the same time, write to us at contact@napoon.fr. We will open a claim with the carrier. If the package is declared lost, we will resend your items at no additional cost.
6. Delivery Issues
In case of an unusual delay, a damaged package upon receipt, or a package marked as "delivered" that you have not received, please contact us right away at contact@napoon.fr.
Please send us your order number, a precise description of the situation, and photos if possible (especially for damaged packages). We systematically investigate with the relevant carrier and commit to finding a fast and fair solution: reshipment, refund, or other, depending on the case.
7. Incorrect or Incomplete Delivery Address
It is your responsibility to provide a complete and accurate address when placing your order. If you notice an error after confirming your order, please write to us the same day at contact@napoon.fr, so we can correct your order before it ships.
Once the package has been handed over to the carrier, no changes can be made. If the package is returned to sender due to an incorrect or incomplete address, reshipping costs will be your responsibility.
8. Returns and Exchanges
You have 30 days from receipt of your order to return an item if it doesn't suit you. Full return conditions, refund terms, and exclusion cases are detailed in our returns policy.
9. Contact
For any questions regarding shipping, tracking, or a logistics issue, our team is available by email at: contact@napoon.fr Our teams are responsive and committed to responding within 24 business hours.
