Shipping and returns
Times, customs, returns, refunds and guarantees.
Shipping information
We ship to most countries worldwide. Delivery is free.
- Baltic States (Lithuania, Latvia and Estonia): 5–7 business days
- European Union: 8–10 business days
- United Kingdom, Norway, Switzerland and Iceland: 10–12 business days
- United States, Canada and other countries: approximately 15 business days
Business days exclude weekends and public holidays. Delivery dates are estimates and may change because of carrier, customs or force-majeure delays. Need an urgent delivery? Contact us before ordering at contact@cartes-du-monde.com.
Customs and import charges
Orders delivered within the European Union do not incur import customs duties. Orders delivered outside the EU may be subject to local import taxes, duties or handling fees charged by the destination country or carrier. Unless mandatory law provides otherwise, these charges are paid by the customer.
Returns and the right of withdrawal
Standard, non-personalised goods
Where the statutory right of withdrawal applies, a consumer may notify us of withdrawal within 14 calendar days after receiving the goods and must return them within 14 days after sending that notice.
Made-to-order and personalised maps
The right of withdrawal does not apply to goods made to the customer’s specifications or clearly personalised. This includes maps produced after the order according to individually selected specifications or personalisation where the legal exception applies. The exception is stated before the order is placed. It never limits the customer’s rights if a product is defective, damaged or does not match the order.
Condition of returned goods
You may unpack and inspect a product to the extent reasonably necessary to establish its nature, characteristics and operation. Original packaging is recommended but is not an absolute condition of return. Opened or damaged packaging alone is not grounds to reject a return. The customer may, however, be responsible for diminished product value caused by handling beyond what would be permitted in a shop. Please pack the product securely and return all parts and accessories.
How to return an eligible product
- Email contact@cartes-du-monde.com, stating the order number, the product and the requested solution.
- After receiving our instructions, send the parcel with tracking to: POULOU LLC, 3513 Florida St NE, Albuquerque, NM 87110, United States.
- Keep the dispatch receipt and tracking number until the return is completed.
Refunds and shipping costs
- Statutory 14-day withdrawal: we refund the product price and the cost of the least expensive standard outbound delivery offered at the time of purchase. Any extra amount paid for a premium or faster delivery option is not refunded. The customer pays the direct return shipping cost when properly informed in advance.
- Voluntary 30-day guarantee: for an eligible, non-personalised product returned after the statutory period, we refund the product price. Original outbound and return shipping costs are not refunded unless the return is caused by our error or a defective product.
- Our error, damage or defect: we cover reasonable return and replacement delivery costs. Do not send a parcel before receiving our instructions.
Refunds are made to the original payment method within 14 calendar days after valid notice of withdrawal. We may withhold the refund until we receive the goods or proof of dispatch, whichever occurs first. Any lawful deduction for diminished value will be explained.
Unclaimed, refused or undeliverable parcels
If a parcel is returned because it was not collected, was refused, or the delivery details supplied by the customer were incorrect or incomplete, please contact us. Reshipment is arranged after the actual reshipping charge has been paid. If the order is cancelled, the refund is calculated under mandatory consumer law; additional actual carrier costs caused by the failed delivery may be deducted only where the law permits.
Damaged, incorrect or defective goods
Contact us promptly and include the order number, a description and clear photos. Depending on the circumstances and the legal requirements, we will provide a free repair or replacement, an appropriate price reduction, or a refund. Necessary shipping is paid by us. These remedies also apply to personalised goods and are not restricted by this policy.
30-day satisfaction guarantee
Our voluntary 30-day guarantee runs from the day the eligible product is received. It applies to standard, non-personalised goods that meet the return conditions above. It does not apply to made-to-order or clearly personalised maps, except where a product is defective or does not match the order. This commercial guarantee does not limit any statutory consumer rights.
Legal basis and contact
This policy is governed by mandatory consumer law, including Articles 6.22810–6.22812 and the provisions on product conformity and consumer remedies in the Civil Code of the Republic of Lithuania, together with applicable EU consumer law.
Seller: POULOU LLC,
Email: contact@cartes-du-monde.com
Phone: +351 961 019 363