Terms and Conditions
Article 1: Scope of application of the terms and conditions
The following conditions apply to any orders placed on the website ellylafripouille.com. Changes to the terms and conditions can be made at any moment. For all orders, the current terms and conditions will be applied.
Article 2: Availability of products
After your order has been placed, we check the availability of the product(s). If the product(s) is/are not available, we will send it to you within a 30 days’ notice period or replace it with a similar product or refund you the money.
In order for us to properly process your order, please enter your full contact and delivery information.
Article 3: Order confirmation and electronic signature
Any purchase order confirmed and signed by a "click" constitutes a binding acceptance of the purchase. The "click" during the purchase order accounts for a signature, this cannot be called into question.
Article 4: Price
At any time, ellylafripouille.com reserves the right to modify the prices. Elly commits itself to apply the current prices mentioned at the time of the order.
Article 5: Payment and safety
5.1 - Methods of payment
· By credit card / debit card / Apple Pay
Elly offers the highest level of secured payment systems ensuring your personal safety. Your bank data will never be communicated and passed through ellylafripouille.com. Your order will be registered and your product sent after the acceptance of your payment.
· Bank fees
The customer is fully responsible for any fees or additional charges that incur from their bank or bank transfers. Elly shall refund any order which is partially paid omitting the bank charge.
5.2 - Safety
Bank data are encoded with the SSL system (Secure Socket Layer) which prevents the data from circulating openly. Payments are made directly from bank to bank. ellylafripouille.com cannot get access to the customer's bank data and does not keep any records of it on the server. Due to this measure, you will be required to enter the payment details for each order made via ellylafripouille.com.
5.4 - Ownership
Elly retains the full ownership of the products until the complete payment of the order by the customer.
5.4 - Non-payment
ellylafripouille.com reserves the right to refuse to deliver or to accept the order of a customer who fails to submit full payment for his orders or who is still in dispute for payment failure. If the payment hasn't been made within the time frame requested, the order will be cancelled.
5.5 - Anti-fraud control
ellylafripouille.com security system checks all the order placed on the website. This control aims at preventing frauds. As part of our safety procedures, our services can put on hold your order and request a copy of your personal details such as written proof of address or any relevant documents in order to reactivate your order. You will be informed accordingly by email. ellylafripouille.com reserves the right to cancel your order if the necessary documents are not received.
5.6 - Credit card refused
When paying by credit card, these are the 2 situations you may face:
1 - The payment is accepted and your order is fulfilled.
2 - The payment is denied: the payment may be blocked by the inter-bank network, the customer will then be informed by email and the order put on hold until the payment is confirmed. In the situation where the payment is temporarily refused (for instance if the customer has exceeded the spending limit), then the transaction will be submitted again until the validation.
Article 6: Shipping and delivery times
Products are delivered to the address the customer has entered during the order process.
6.1 - Shipping fees
You can find the details of our shipping and handling fees in our shipping page.
6.2 - Delivery time
The estimated delivery times are all calculated in terms of working days. These are average times, including the processing, packing and departure from our warehouse of your order. Once your order has departed from our warehouse, delivery times from our forwarding company must be added.
Regarding orders including pre-ordered or backordered items, the delivery time will be longer as your order will be sent in one batch with the pre-ordered or backordered item.
If needed, ellylafripouille.com reserves the right to divide up your order into several parcels and deliveries without any additional cost for the customer. If any delays in shipping incurs, you will be informed by email by our customer service.
6.3 - Delivery delay
Elly cannot be held responsible for the delays and non-fulfilment in time of the deliveries by our carrier. Products are sent through the postal network or through an independent carrier, depending on the product and delivery address of the order. Delivery delays after your order has left our warehouse shall lead to no penalty or compensation, nor be ground for any order cancellation or termination.
Some additional delay may apply:
- if the product is not available in the warehouse nearest the delivery location, and needs to be sent from another of our warehouse.
- due to customs process.
- in periods with high volume of orders (such as Christmas) that includes a surcharge from our forwarders.
6.4 - Package and delivery
Before signing the delivery note, it's the customer's responsibility to check if the goods delivered correspond to their initial order. Any damage must be mentioned (in writing) on the delivery note accompanied with your signature. The checking of the products is considered as done when the customer or anyone else has signed the delivery note.
In the case of defective items, you must contact our customer service first for further assistance. Any defective items or damages must be indicated and confirmed within 14 working days from the receipt of your package to our customer service by email.
If the product needs to be returned you must contact the Customer Service at firstname.lastname@example.org within 15 days after the delivery. After 15 days of the delivery, no claim will be accepted. Only the return of items in their original state (packaging, tags, accessories, props...) will be accepted.
If upon delivery, the package is damaged or opened you must check the conditions of the item(s). In case there is any damages, you must refuse the package and write down the issues on the delivery note.
6.5 - Address changes
If a package is returned because of a mistake in the address, Elly has the right to ask for additional shipping fees if:
- The customer did not write his address properly on the purchase order.
- The address entered is invalid.
However if the carrier is responsible for the mistake, Elly will open a claim because of "incorrect return" and will resend the package without any additional costs.
6.6 - Unclaimed parcels
If a package is unclaimed and you wish for us to resend your order, Elly has the right to ask for additional shipping fees in order to resend the package. If you wish for a refund, handling and restock fees may be applied and shall be deduced from your refund.
Caution: If the package remains unclaimed beyond 15 days to Elly after the return (meaning 30 days in total including 15 days for the parcel to be returned, then 15 days remaining at Elly warehouse), the order cannot be cancelled and a refund will not be granted.
6.7 - Late parcel
In case of delays in your delivery:
- if you chose Standard non-guaranteed shipping services, investigation might take up 8 weeks starting claim opening date
- if you chose Express shipping services, investigation might take up to 2 weeks starting claim opening date
Elly will always commit its best effort to find a solution in the best of our capacity.
6.8 - Lost parcel
If the parcel is lost even if the tracking indicates it was delivered, Elly can ask the customer for an ID with signature to proceed for a claim. In case of refusal, Elly will not provide any kinds of compensation.
6.9 - Principle of good faith
Elly is committed to inform the customers about the delivery details via an automatic email that is sent out (to the stated email address provided by the customer in the purchase order) which includes the tracking number. If an issue arises with our forwarder during the delivery process, Elly shall open an enquiry with said forwarder.
It's the customer's responsibility to track the parcel until delivery. If a claim regarding the delay in delivery process is not made within 20 days after your order is shipped, your request will not be taken into account by our customer service.
6.10 - Customs fees
All our rates are excluding custom fees, customs could charge the recipient. All custom fees are charged to customers and are for the national territory of the recipient, unrelated to ellylafripouille.com therefore we take no responsibilities for the payment of this fee. If you need further information about custom fees, please contact the custom services of your country.
If your parcel is returned because custom fees are not paid in time or if you fail to complete clearance, Elly will have to deduct the return fees from your refund.
Article 7: Responsibilities
• ellylafripouille.com is not responsible for shipping or delivery issues caused by strikes, flood, fire or any circumstances that are beyond our control. Moreover Elly cannot be charged for any indirect damages made to the products by these circumstances.
• The customer is directly responsible for the choice made for any service or products. No refund or replacement will be accepted if the product is partially or completely unusable due to incompatibility or lack of equipment. The responsibility of Elly cannot be questioned except in case of a hidden flaw, nonconformity, defective item, or if the customer uses his retraction rights provided under Article 9. If a product has any defects, you can request the cancellation of the order or keep the item and ask for a price reduction.
• In case of non-delivery of the entire or part of the order:
- If the package is marked as delivered by the carrier, you have 14 days from the date of delivery declared by the carrier to submit your claim by email.
- If the package is NOT marked as delivered by the carrier, or encounters a delivery problem and is not returned to the sender, you have 30 days from the shipping date to submit your claim.
Any claims made after the period of time stated above will not be accepted.
• Elly will send an automatic email to inform you of your order status and the day your parcel leaves our warehouse. A statement of your order is also available in "Account" area if you have created an account.
In the case of a delivery is made without a signature required (super saver delivery or “colissimo sans signature”), Elly commitments are limited to forwarding the order to the selected carrier as quickly as possible. However, the responsibility for the delivery will be entirely dependent on said carrier. Elly will not be liable for damage or loss of the package due to the carrier.
In case of a dispute in delivery, Elly reserves the right to request identification, including the signature of the customer and / or person living at the address and / or the person may have received the package. If the customer refuses to comply, Elly would not refund, exchange the product, nor provide any form of compensation.
Article 8: Right of withdrawal
Before returning the product under the right of withdrawal, you must have a return of merchandise authorization number (please refer to Article 9 for the full return process). The return product should be in its original packaging, without any damages and signs of use. The item must be accompanied with all the accessories if applicable (instructions, guarantee booklet, certificate of authenticity etc.). If any item or accessories are missing, you will not be able to benefit from the right or withdrawal, and the product will be returned at your expenses.
Article 9: Right of return
9.1 - Return process
You have a period of 14 days to contact our customer service by email for any return request. No product will be accepted if it is not in the original packaging.
The product must be shipped to the following address:
Fame Bros Returns
(Elly la Fripouille)
895 Towbin Avenue - Unit A
Lakewood NJ 08701
Tel: +718 687 2973
• You have 14 days from the reception of your package to exercise your right of withdrawal. The product must be returned in good condition in the original packaging as stated in Article 8.
• You have 14 days to report a flaw or defect.
After the approval of the return from our Customer Service, you have 15 days to return the product to our warehouse. After this period, any product returns will be refused.
9.2 - Return costs
Shipping fees for the return items are at the customer's expense.
9.3 - Returns for wrong address or package unclaimed or denied
Your package may be returned to us by the carrier for the following reasons:
· Wrong, insufficient or fake address
· Package not claimed
· Package refused at the delivery
After the confirmation from our warehouse the products were returned in approved conditions, we will proceed to a refund of the value of the item. In order to properly process your request, please include in your email the order number and your complete contact information.
9.4 - Refund process
If you return the product within 15 days after receiving your RMA and if the product is confirmed in acceptable condition, we will proceed with the refund. Please note that it may take a few days for the money to be wired back into your account depending on your bank.
Article 10: Company data
Ellylafripouille.com is managed by the Company Fame Bros. Limited.
Elly Fripouille® is a registered trademark.
Ellylafripouille.com is hosted in the USA by Shopify.
- Design, Marketing et Communication
Elly La Fripouille
5 rue du Moulin Saint Laurent
- Centre Logistique Europe
Elly La Fripouille - Brandecision
23 Avenue du Chemin des Reniers
- Centre Logistique Asie
Elly La Fripouille - Fame Bros Limited
Hundsun International Center, Suite 1510
14 Wong Chuk Hang Road
Aberdeen, Hong Kong S.A.R.