Shipping Policy
DELIVERY POLICY
Last Updated: 20/05/2026
INTRODUCTION
KESSØ Femmes is committed to delivering your orders quickly and securely.
This policy details our delivery areas, times, costs, and responsibilities.
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1. DELIVERY AREAS
1.1 METROPOLITAN FRANCE
**Delivery Time:** 3-7 business days after dispatch
**Cost:** €4.90 (FREE for orders over €60)
**Supplier:** Spocket
**Carrier:** DPD, La Poste, or Colissimo (depending on location)
**Tracking:** Tracking number sent by email
**Please note:**
— Delivery time = estimate (possible delays from supplier/carrier)
— Weekends/public holidays: Not counted
— Weekend orders: Dispatched the following Monday
— Seasonal peaks (Christmas, sales): +3 days delay possible
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1.2 EUROPEAN UNION (22 countries)
**Countries delivered to:**
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
**Delivery Time:** 7-14 business days after dispatch
**Cost:** €9.90 (NOT reduced for orders > €60)
**Supplier:** Spocket
**Carrier:** Varies by country (DPD, GLS, etc.)
**Tracking:** Tracking provided
**Please note:**
— EU customs possible (customer responsible for duties/VAT)
— Delivery time may vary by country (Italy/Spain = +7 days vs Belgium = +5 days)
— Certain countries = +14 days delay (Greece, Cyprus, Bulgaria = islands/remote)
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1.3 INTERNATIONAL (OUTSIDE EU)
**Zone:** All countries except customs restrictions
**Delivery Time:** 14-30 business days (highly variable)
**Cost:** By custom quote
**Procedure:**
1. Contact support@batai.fr before purchase
2. Specify country + estimated order weight
3. Receive quote within 24h
4. Accept quote = order validated with additional charges
**Please note:**
— Customs = customer 100% responsible (duties, VAT, import permits)
— Delivery time may be longer (depends on country/customs situations)
— Insurance strongly recommended (KESSØ not responsible for loss)
— Some countries impossible (Russia, Iran, embargoed countries, etc.)
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1.4 UNDELIVERABLE AREAS
**Delivery impossible:**
— French overseas departments and territories (Reunion, Martinique, etc.)
— Non-EU countries outside the program (inquire about feasibility)
— Conflict zones/government restrictions
— Remote areas (inaccessible islands, etc.)
**Action:** Contact support@batai.fr for alternative solutions (possible fees).
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2. DISPATCH TIMES
2.1 PROCESSING TIME
**Before dispatch:**
— Orders received before 2 PM = dispatched same day
— Orders after 2 PM = dispatched next day
— Weekend/public holiday orders = following Monday
**In practice:**
— Friday 1 PM = Dispatched Friday
— Friday 3 PM = Dispatched Monday
— Sunday = Dispatched Monday
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2.2 INDICATIVE DELIVERY TIMES (NOT GUARANTEED)
**Important:** Delivery times displayed on the site are **estimates** and **not contractual**.
**Possible reasons for delays:**
— Spocket supplier out of stock
— Carrier seasonal overload
— Customs (inspection, delay)
— Extreme weather conditions
— Carrier strike
— Public holiday closures
**KESSØ is not responsible for delays** caused by third parties.
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2.3 LATE ORDERS
**Orders without immediate delivery:**
— If product unavailable from supplier = KESSØ contacts within 48h
— Option 1: Wait for restock (+7 days communicated)
— Option 2: Substitute similar product (approval requested)
— Option 3: Full refund (no justification needed)
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3. DELIVERY CHARGES
3.1 CHARGE CALCULATION
**France:**
— Basket < €60: €4.90
— Basket ≥ €60: FREE
**EU:**
— All baskets: €9.90 (NO free shipping even > €60)
**International:**
— Custom quote (email before purchase)
**Example:**
— 2 dresses = €140 → FREE delivery to France
— 1 dress = €50 → Delivery €4.90
— Same dress EU → Delivery €9.90
3.2 CHARGES NOT INCLUDED
**VAT:** Included in prices displayed for France/EU
**Customs:** Customer's responsibility (import duties/taxes outside EU)
**Reinforced packaging:** Optional (+€2 if requested)
**Insurance:** Optional (+3% of order value recommended)
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4. PARCEL TRACKING
4.1 TRACKING NUMBER
— Sent by email automatically
— Available 24-48h after dispatch
— Direct link to carrier website
— Automatic updates (carrier delays)
4.2 CHECK TRACKING
**Steps:**
1. Click email link or KESSØ account dashboard
2. Enter tracking number (optional)
3. Check real-time parcel location
4. SMS notification possible (depending on carrier)
4.3 LOST PARCEL
**Procedure if not delivered after expected time:**
1. Wait 2-3 days after expected date
2. Check tracking = "Not found" or "Return"
3. Email support@batai.fr: "Lost parcel [number]"
4. KESSØ investigates with carrier (7 days)
5. If confirmed lost: **Full refund or free re-shipment**
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5. DELIVERY RESPONSIBILITY
5.1 KESSØ'S RESPONSIBILITY
KESSØ is responsible until **handover to the carrier**:
— Correct packaging
— Parcel sent to correct address
— Exact tracking number
5.2 CARRIER'S RESPONSIBILITY
Once entrusted to the carrier = **carrier is responsible** for:
— Delivery to the address
— Adherence to delivery time
— Protection against damage
— Parcel insurance (unless customer declined)
5.3 CUSTOMER'S RESPONSIBILITY
Customer is responsible for:
— Correct address (KESSØ not responsible for wrong address)
— Absence from home (parcel returned to KESSØ = re-shipment at customer's expense)
— Parcel protection upon receipt (apparent damage)
— Insurance in case of high value (optional but recommended)
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6. DELIVERY TO ADDRESS
6.1 REQUIRED ADDRESS
**Mandatory:**
— Street + number
— Postal code
— City
— Country
— Recipient's first name + last name
**Optional (but useful):**
— Apartment/floor number
— Intercom code
— Special instructions (hand to caretaker, leave in yard, etc.)
6.2 INCOMPLETE ADDRESS
If address is incomplete = **customer responsible for relocation**:
— KESSØ contacts for clarification (48h)
— If no response = parcel returned after 5 days
— Customer pays for re-shipment (€4.90 France, €9.90 EU)
6.3 ADDRESS CHANGE
**Before dispatch (< 24h):**
— Urgent email: support@batai.fr
— Possible to modify: Quick response
**After dispatch:**
— Not possible to modify address via KESSØ
— Contact carrier directly (redirection sometimes possible)
— Payment may be required for redirection
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7. DAMAGED PARCELS
7.1 APPARENTLY DAMAGED PARCEL
**Upon receipt:**
— Refuse parcel or document damage (photos)
— Report refusal on delivery note
— Email KESSØ immediately: "Damaged parcel [number]"
**Procedure:**
1. Photos of parcel + packaging + damage (mandatory)
2. KESSØ investigates with carrier (7-10 days)
3. If carrier's responsibility: Replacement or refund
7.2 DAMAGE DISCOVERED AFTER RECEIPT
— Report within 48h of receipt
— Photos of damage + product
— Email support@batai.fr: "Damaged product [number]"
— KESSØ analyzes + contacts supplier
— Replacement/refund if manufacturing defect
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8. RETURNED PARCELS
8.1 IF PARCEL RETURNED TO KESSØ
**Possible reasons:**
— Address not found
— Refusal of receipt (customer)
— Repeated absence
— Customs return (international)
**Processing:**
— KESSØ contacts customer (email + phone if provided)
— Customer can:
* Correct address + reship (customer pays)
* Refund
* Wait for restock (re-order if available)
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9. RETURN SHIPPING COSTS
9.1 FREE RETURN
KESSØ pays return if:
— **KESSØ error** (wrong product, wrong size)
— **Product defect** (broken stitching, factory stain)
— **Order not received** (proven lost parcel)
Return label provided = 100% free.
9.2 RETURN AT CUSTOMER'S EXPENSE
Customer pays return if:
— **Customer withdrawal** (changed mind)
— **Too big/small** (customer responsible for size choice)
— **Different color** (customer satisfaction)
**Approximate costs:**
— France: €5-8 (La Poste Simple)
— EU: €15-25 (DHL/DPD depending on country)
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10. BUSINESS DELIVERY / QUOTES
10.1 ORDERS > 10 ITEMS
— Possible discounts (> 20%)
— Reduced/free shipping costs
— Contact: support@batai.fr + order details
10.2 CUSTOM QUOTE
— Request custom shipping cost estimate
— Response within 24h
— Validation before payment debit
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11. DELIVERY INSURANCE
11.1 INCLUDED INSURANCE
— NOT included standard
— Simple KESSØ insurance: Only covers leakage/water
11.2 CUSTOMER INSURANCE (OPTIONAL)
**Recommended if:**
— Order > €200
— International
— Sentimental value
**Cost:** +3% of order value
**Coverage:** Total loss/damage
**Subscription:**
— Optional at checkout
— Included in email confirmation
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12. CUSTOMS INFORMATION
12.1 FRANCE/EU
— 20% VAT included in displayed price
— No additional customs fees
— Direct delivery without customs delays (generally)
12.2 INTERNATIONAL (OUTSIDE EU)
— **Customer 100% responsible for customs duties**
— Amount can be 10-50% of order value (depends on country)
— KESSØ declares true value (no under-declaration)
— Payment upon receipt (generally before delivery)
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13. SPECIAL CASES
13.1 WEEKEND DELIVERY
— Some carriers deliver on Saturdays
— NOT guaranteed
— Visible on tracking if possible
13.2 PUBLIC HOLIDAY DELIVERY
— Carriers closed on public holidays
— Time not counted
13.3 RURAL ADDRESS DELIVERY
— +2-3 days delay possible
— Same fees
— Some carrier limits (contact to verify)
13.4 HOTEL / AIRBNB DELIVERY
— Possible (specify room number/guest name)
— KESSØ not responsible if lost/stolen upon receipt
— Hotel may refuse large parcels (contact beforehand)
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14. CONTACT AND SUPPORT
**Delivery questions:**
— Email: Support@batai.fr
— Subject: "Delivery - [your question]"
— Response: Guaranteed 48h
**Lost parcel:**
— Urgent email + phone if provided
— Tracking proof + location attempt
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END OF DELIVERY POLICY
Version 1.0 - [DATE]
Thank you!