Delivery Policy

 

 

This Shipping Policy applies to Products sold by MY PILOT COLLECTION (“MPC”) and provides information regarding preparation, dispatch, collection, transport and delivery.

For further contractual information, Consumers should refer to the B2C General Terms and Conditions of Sale, and Professional Customers to the B2B General Terms and Conditions of Sale.

For Consumer Orders, mandatory consumer protection laws and the B2C General Terms and Conditions of Sale prevail over any inconsistent provision of this Shipping Policy.

For Professional Orders, the B2B General Terms and Conditions of Sale, any quotation, Special Terms, contract and, where applicable, agreed Incoterm prevail over this Shipping Policy in relation to delivery obligations, transfer of risk, acceptance, transport claims and liability.

1. Preparation and Dispatch of Orders

Products may be held in stock, made to order, personalised or specifically manufactured for the Customer.

Products in stock are prepared for dispatch as soon as reasonably possible following confirmation of the Order. Made-to-order, personalised or specially manufactured Products are dispatched once the applicable production process has been completed.

Orders are generally prepared and dispatched from Monday to Friday, excluding applicable public holidays.

Due to the nature of MPC’s activities, a Product may be stored, prepared, packed or dispatched directly from: MPC’s premises; an artist’s, craftsperson’s or Partner’s studio or workshop; a manufacturer or supplier; a storage facility; or another location identified or used for fulfilment of the relevant Order.

For Consumer Orders, the fact that a Product is prepared or shipped directly by an artist, craftsperson or other Partner does not create a direct sales contract between that Partner and the Consumer. MPC remains the contractual seller.

2. Orders Containing Several Products

A single Order may contain Products located at different studios, workshops or other locations.

Products forming part of the same Order may therefore be: dispatched separately; packed in separate parcels or crates; shipped from different locations; entrusted to different carriers; and delivered on different dates.

The Customer may consequently receive several dispatch confirmations, tracking numbers or delivery appointments for the same Order. The delivery of one part of an Order does not mean that the remaining Products have been cancelled or omitted.

Any shipping costs payable by the Customer in connection with separate shipments will be disclosed or determined in accordance with the applicable ordering process before becoming payable.

3. Delivery Areas and Restrictions

MPC may arrange delivery within France, within the European Union and internationally, subject to the availability of suitable transport services and any legal, technical or logistical restrictions applicable to the Product or destination.

Available delivery countries and any delivery restrictions are displayed during the ordering process or communicated before the relevant Order becomes binding. Certain Products may not be eligible for standard postal or parcel delivery because of their dimensions, weight, fragility, value, materials or specific regulatory requirements. Delivery to certain destinations, post-office boxes, collection points or other addresses may therefore be unavailable for particular Products.

International shipment may also be restricted or subject to additional formalities because of, in particular, customs rules, export or import restrictions, sanctions, cultural-property legislation, protected materials or species, carrier restrictions or other applicable regulations.

MPC may refuse or suspend a shipment where delivery would be unlawful, prohibited or not reasonably possible, subject to the applicable General Terms and Conditions of Sale and mandatory law.

4. Delivery Methods and Choice of Carrier

Depending on the Product, its location, value, dimensions, destination and the delivery method selected or agreed, delivery may be performed: directly by MPC; directly by the artist, craftsperson or other Partner holding or producing the Product; by a carrier selected by MPC; by a carrier selected by the relevant Partner on behalf of MPC; by a carrier or delivery method selected by the Customer from those offered at checkout; or, where expressly agreed, by a carrier independently appointed by the Customer.

Delivery services may include postal operators, parcel carriers, courier services, freight companies, specialist art carriers or other suitable transport providers.

Carriers may include, depending on availability and destination, Colissimo, Mondial Relay, UPS, DHL, GLS or equivalent or specialist services. Where several delivery options are available, the Customer may select one during checkout. Some deliveries may require an appointment, signature, proof of identity or the presence of the Customer or an authorised recipient.

For Products of significant value or where required for security purposes, MPC, its Partner or the carrier may request reasonable proof of identity before releasing the Product.

For Consumer Orders, choosing one of the carriers or delivery methods proposed by MPC does not constitute the Consumer’s independent appointment of a carrier for the purpose of transferring transport risk.

5. Shipping Costs

Shipping costs depend on factors which may include the Product’s dimensions, weight, value and fragility, its place of dispatch, its destination, packaging requirements, insurance or declared-value requirements, the selected carrier, delivery speed, specialist handling and any installation or delivery service expressly ordered.

Where shipping costs can reasonably be calculated in advance, they are displayed or otherwise communicated to the Customer before the Order becomes binding. Where the exact cost cannot reasonably be calculated automatically, particularly for large, fragile, valuable or international shipments, a specific shipping quotation may be required. In such a case, the applicable shipping cost and any relevant delivery arrangements must be communicated to and, where required, expressly accepted by the Customer before that additional amount becomes payable.

A shipping price displayed as €0.00 constitutes free shipping only where the delivery option is expressly identified as free shipping. A shipping quotation that has not yet been calculated must not be interpreted as free delivery. 

6. Packaging and Transport Insurance

MPC and its Partners take reasonable care to select packaging appropriate to the nature of each Product.

Depending on its characteristics, an artwork or other Product may require reinforced packaging, protective materials, a custom-made box or crate, wooden crating, specialist handling or another adapted packaging solution. Where a specific packaging service gives rise to an additional charge payable by the Customer, the charge will be disclosed or agreed in accordance with the applicable ordering process.

For Products with a value exceeding €500 that are dispatched directly by an artist or other Partner, MPC requires appropriate transport insurance, declared-value coverage or equivalent protection to be arranged, subject to the cover actually available from the relevant carrier or insurer. For other shipments, MPC may arrange transport insurance or declared-value coverage depending on the Product, carrier, destination and circumstances.

The existence, level or availability of transport insurance does not reduce or replace any mandatory statutory rights of Consumers or alter the applicable legal rules governing transfer of risk.

MPC or its Partner may photograph or otherwise document the Product, its condition and its packaging before dispatch for fulfilment, condition, transport or insurance purposes.

7. Delivery Times

The delivery date or delivery period applicable to an Order is the date or period communicated to the Customer before the Order is placed or subsequently expressly agreed between the parties.

For Products made to order, personalised or specially manufactured, the announced period may include both the production period and the subsequent transport period. Carrier transit times and tracking estimates may be provided in addition to the contractual delivery period. Such carrier estimates may evolve during transportation and do not replace the delivery commitment applicable to the Order.

For Consumer Orders, where no delivery date or period has been agreed, MPC delivers the Product without undue delay and no later than thirty (30) days after conclusion of the contract, in accordance with Article L.216-1 of the French Consumer Code.

Where delivery requires the Customer to provide information, approve an element, select an appointment or otherwise reasonably cooperate, any consequences of a delay attributable to a failure to provide the required cooperation are governed by the applicable Terms and mandatory law.

8. Tracking and Delivery Appointments

Where tracking is available, the Customer may receive a tracking number or other shipping information by email, through the Customer account or directly from the carrier.

Certain artworks, large Products, specialist deliveries, personal deliveries and installations may be delivered only by appointment. The Customer must provide accurate contact information and remain reasonably available for the organisation of such delivery.

Tracking information generated by carriers is provided for monitoring purposes. If tracking information appears abnormal, a parcel appears lost or delivery is significantly delayed, the Customer should contact MPC at contact@mypilotcollection.com.

MPC will, where appropriate, contact the relevant Partner or carrier and initiate the necessary investigation.

9. Consumer Delivery Delays and Non-Delivery

For Consumer Orders, MPC remains responsible for the proper performance of a distance sales contract where its contractual obligations are performed by a carrier, artist, Partner or other service provider, subject to the exceptions permitted by applicable law.

If MPC fails to deliver a Consumer Order on the agreed date or within the agreed period, the Consumer benefits from the remedies provided by applicable consumer law. In particular, the Consumer may request delivery within an additional reasonable period and may terminate the contract if MPC fails to perform within that additional period. The Consumer may terminate without first granting an additional period where MPC refuses to deliver or where it is clear that delivery will not take place, or where the agreed delivery date or period constituted an essential condition of the contract in accordance with applicable law.

Where the contract is validly terminated for failure to deliver under Article L.216-6 of the French Consumer Code, MPC refunds all sums paid in relation to the terminated contract within fourteen (14) days of termination.

Nothing in this Shipping Policy restricts the Consumer’s statutory remedies in the event of late or failed delivery.

10. Transfer of Risk

10.1 Consumer Orders

For Consumer Orders, the risk of loss or damage to the Product generally remains with MPC until the Consumer, or a third party designated by the Consumer other than the carrier, takes physical possession of the Product.

This rule applies where delivery is performed by MPC, an artist or Partner, a carrier selected by MPC or its Partner, or a carrier selected by the Consumer from the options proposed by MPC. If the Consumer independently appoints a carrier that was not proposed by MPC, the risk of loss or damage transfers to the Consumer when the Product is handed over to that carrier, in accordance with applicable law.

For collection, risk transfers when the Consumer or their authorised recipient physically takes possession of the Product.

10.2 Professional Orders

For Professional Orders, transfer of risk is governed by the B2B General Terms and Conditions of Sale and, where applicable, the quotation, Special Terms, contract or agreed Incoterm® 2020 rule.

11. Free Collection / Pick-up

Where available, the Customer may collect a Product free of charge directly from MPC, from an artist’s or Partner’s studio or workshop, or from another agreed collection point.

The approximate location or postcode is displayed at checkout where collection is offered. For security and privacy reasons, the precise collection address and practical instructions may be communicated after confirmation of the Order.

Collection is by appointment unless expressly stated otherwise. The Customer must collect the Product within the agreed period and comply with any reasonable appointment or access arrangements.

MPC or the Partner may request proof of identity before handing over the Product. Where the Product is collected by another person, MPC may request evidence that the person has been authorised by the Customer.

The Product is considered delivered when it is physically handed over to the Customer or their authorised recipient, subject to any different rules applicable to Professional Orders.

12. International Deliveries, Customs and Import Charges

International deliveries may be subject to customs clearance, import VAT, customs duties, brokerage fees, handling charges, local taxes or other charges imposed by the country of destination.

Where MPC has agreed to bear such charges or they are included in the price, this will be expressly stated in the applicable delivery option, quotation or Special Terms. Where such charges are payable by the recipient, this will be disclosed before the Order becomes binding insofar as required by applicable law. Where their precise amount cannot reasonably be calculated in advance because it is determined by authorities or third parties in the country of destination, the Customer will be informed that additional import or customs charges may be payable.

The Customer may be required to provide information or documentation reasonably necessary for customs clearance or lawful importation. A delay caused exclusively by customs procedures does not relieve either party of rights and obligations that cannot legally be excluded.

If a Product cannot lawfully be exported from its place of origin or imported into its destination, MPC may suspend or cancel the affected shipment or Order in accordance with the applicable General Terms and Conditions of Sale and mandatory law.

13. Receipt and Inspection

Where materially possible, the Customer is encouraged to examine the external condition of the parcel, crate and Product at the time of delivery.

If the packaging is visibly damaged, opened, crushed, wet, punctured or otherwise appears to have been compromised, the Customer is encouraged to: take photographs before opening the package; make precise written reservations on the carrier’s delivery document where possible; refuse the parcel if the damage appears serious; retain all packaging materials; and notify MPC as soon as reasonably possible at contact@mypilotcollection.com.

Where applicable, a delivery receipt or other written document may allow the Customer to record reservations concerning the Product, its condition or the absence of any installation or operating documentation required to accompany it.

For Consumers, failure to inspect the Product immediately or to make reservations at the time of delivery does not deprive the Consumer of the legal guarantee of conformity or any other mandatory right against MPC.

14. Damaged, Missing or Incorrect Products

Any Product that arrives damaged, appears to have suffered transport damage, is missing from a shipment, or does not correspond to the Order should be reported to MPC as soon as reasonably possible.

The Customer should provide, where available: the Order number, photographs of the Product, photographs of all sides of the packaging or crate, photographs of the shipping label, a description of the damage or missing items, and any carrier delivery document or reservations. The Customer is requested to retain the Product and all original packaging while the claim is being assessed, where reasonably possible, as these materials may be required by the carrier or insurer.

MPC may organise an inspection, collection, return, repair, replacement or other appropriate solution depending on the circumstances and the Customer’s applicable rights.

The Customer’s reasonable cooperation with a transport or insurance investigation does not restrict any mandatory statutory rights applicable to Consumers.

15. Claims Against the Carrier

The Customer’s rights against MPC and any separate rights against the carrier must not be confused.

For carriage governed by French law, Article L.133-3 of the French Commercial Code generally provides that, in order to preserve a direct action against the carrier for damage or partial loss, a motivated protest must be notified to the carrier within three (3) days, excluding public holidays, following receipt, in the legally prescribed manner.

Where a Consumer personally takes delivery and the carrier cannot establish that the Consumer was effectively given the opportunity to verify the condition of the goods, this period is extended to ten (10) days pursuant to Article L.224-65 of the French Consumer Code.

Different rules and time limits may apply to international transportation.

These procedures concern claims against the carrier. They do not remove or reduce the mandatory rights that a Consumer may exercise against MPC as seller.

16. Incorrect Address and Changes to the Delivery Address

The Customer is responsible for providing a complete and accurate delivery address and contact details. The Customer must notify MPC as soon as possible if an error is discovered. MPC cannot guarantee that an address can be changed once preparation or dispatch has begun.

Where a requested address change generates additional transport, storage, handling, customs or administrative costs, such additional costs may be charged to the Customer where they have been properly disclosed or accepted and where permitted by applicable law.

For security reasons, MPC may require additional verification before changing the delivery address for a high-value Order.

17. Failed Delivery, Uncollected Products and Storage

Where delivery or collection cannot take place for reasons attributable to the Customer, including an incorrect or incomplete address, absence at an agreed delivery appointment, failure to collect a Product within the applicable period, unjustified refusal of delivery or failure to provide reasonably required access or reception conditions, the Product may be returned, stored or scheduled for a new delivery.

MPC may charge the Customer reasonable additional costs actually incurred as a result, where permitted by applicable law. These may include return transport, re-delivery, handling, storage and additional insurance costs. Where storage becomes necessary, the amount or basis of any storage charge will be communicated to the Customer before or as soon as reasonably possible after storage begins.

MPC will not use this provision to charge a Consumer for costs resulting from MPC’s own breach, a legitimate refusal based on damaged or non-conforming goods, or circumstances for which the Consumer cannot lawfully be held responsible.

Prolonged failure to collect or receive a Product may be dealt with in accordance with the applicable General Terms and Conditions of Sale and mandatory law.

18. Specialist Delivery and Access Requirements

Large, heavy, fragile or particularly valuable Products may require specialist delivery arrangements.

Before delivery, the Customer may be asked to provide relevant information concerning access to the delivery location, including floor level, lift dimensions, staircase dimensions, doorway width, parking restrictions, pedestrian areas, loading access or any need for lifting equipment.

The Customer must disclose any material access restrictions of which they are reasonably aware when requested. If delivery cannot be completed because of an undisclosed or inaccurate access condition attributable to the Customer, a new delivery may be organised and reasonable additional costs actually incurred may be charged where legally permitted.

Any unusual service requiring additional equipment or personnel will be subject to prior agreement where reasonably foreseeable.

19. Installation, Hanging and Assembly

Delivery and installation are separate services unless the Order expressly states otherwise. Where expressly offered or agreed, a Product may be installed, assembled, positioned or hung by MPC or by the relevant artist or Partner.

Installation may be included in the Product price or charged separately depending on what is stated on the Product page, at checkout, in the quotation or in the Special Terms. Unless expressly included, standard delivery does not include wall mounting, hanging, structural works, electrical connection, specialist assembly, lifting equipment or any other installation service.

Where applicable, Products are supplied with any operating instructions, installation instructions or commercial warranty documentation required by law. Where installation forms part of the contract and is performed by MPC or a Partner acting for MPC, the applicable statutory and contractual obligations remain unaffected.

20. Personal Delivery by MPC or a Partner

Certain Products may be delivered personally by MPC or directly by the artist or Partner. Where this option is available, it may appear at checkout or be agreed separately. A delivery appointment will be arranged with the Customer. For Consumer Orders, personal delivery by an artist or Partner does not alter MPC’s status as the contractual seller.

Where installation is not expressly included, personal delivery consists only of handing over and, where appropriate, reasonably positioning the Product at the agreed delivery location.

21. Returns and Right of Withdrawal

This Shipping Policy governs outbound delivery and does not replace MPC’s rules concerning returns, statutory withdrawal rights, legal guarantees or non-conforming Products.

For information regarding returns, Customers should consult the Return Policy.

Consumers should consult the B2C General Terms and Conditions of Sale for the conditions, deadlines, exceptions and consequences of the statutory right of withdrawal and the legal guarantees applicable to their Order.

Where the statutory right of withdrawal applies, Consumers may also use the dedicated Withdraw from your contract here functionality available on the Website's footer.

The availability of a return or withdrawal mechanism does not create a general right of withdrawal for Professional Customers where no such right exists under applicable law or the B2B General Terms and Conditions of Sale.

22. Contact

For any question concerning preparation, collection, shipping, tracking, delivery or transport damage, please contact:

MY PILOT COLLECTION
Email: contact@mypilotcollection.com
Telephone: +33 7 60 03 92 51

Please provide your Order number whenever possible.

 

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