Shipping policy

Order fulfilment

COAL’O orders are generally processed and dispatched within 24 working hours, excluding weekends and public holidays.

This timeframe covers the preparation of the order and its handover to the carrier.

Areas served

We offer delivery:

  • to mainland France
  • to the French overseas departments listed at the time of ordering;
  • to the European countries available at the time of payment.

Courier Services

Depending on the destination and the delivery method selected, your order may be handled by, amongst others:

Colissimo, Chronopost or Mondial Relay.

The available options and their prices are displayed at the checkout.

Delivery Times

Estimated delivery times are shown at the time of ordering, depending on the courier and the destination.

Where COAL’O specifies a precise delivery time, this time constitutes the binding commitment. If no delivery time is specified, the regulations stipulate that delivery must take place no later than 30 days after the contract is concluded.

Tracking

Where tracking is available, the Customer will receive the necessary information to track their parcel.

Collection point

Where delivery to a collection point is selected, the Customer must collect their parcel within the timeframe specified by the carrier.

If the parcel is returned to COAL’O because it has not been collected, the Customer may be liable for the cost of re-dispatch.

Incorrect address

The Customer is responsible for ensuring the accuracy of the delivery address provided when placing the order.

If a parcel is returned due to an error or an incomplete address, you may be charged for a new delivery.

Damaged parcel

If your parcel arrives visibly damaged, please take photographs of it before opening it, if possible, and contact us as soon as possible at:

coalocontact@gmail.com

Parcel shown as delivered but not received

If the tracking information shows that your parcel has been delivered but you have not received it, please first check with your family and friends, caretaker, neighbours or any designated collection point.

Then contact:

coalocontact@gmail.com

We can raise a claim with the carrier where necessary.

French Overseas Departments and Territories (DOM) and certain destinations

Depending on the destination, taxes, local charges or formalities may apply.

Where these charges are not collected directly at the time of ordering, they remain the responsibility of the recipient.