Refund policy

At Maison Oravera, we want to offer you a calm and worry-free online shopping experience.
This page details our delivery and return policies, providing you with clear information about your rights and the practical steps involved.
Our approach is responsible, reassuring, and transparent, reflecting the gentle elegance and attention to detail that define Maison Oravera.

Delivery

Delivery Zones

Maison Oravera currently delivers its handcrafted home fragrances throughout mainland France.
If you wish to receive your order elsewhere (Overseas territories or abroad), please contact us in advance — we will assess feasibility on a case-by-case basis.

Available Delivery Methods

Colissimo (La Poste) – Home delivery or pick-up point.
A reliable service that usually delivers within 2 to 3 business days after dispatch. The parcel is placed in your mailbox if its size allows, or delivered against signature.
In case of absence, the parcel may be dropped off at your local post office, and a delivery notice will be left.

Mondial Relay – Delivery to a pick-up point (Point Relais).
An economical option allowing you to collect your parcel from a convenient nearby location (shop, dry cleaner, etc.).
Average delivery time is 3 to 5 business days after dispatch. You’ll be notified by email or SMS once your parcel arrives.

(The choice of delivery method is made at checkout — the available options and their costs will be displayed at that time.)

Delivery Fees

Shipping fees are automatically calculated based on the selected delivery method and the weight/volume of your order.
They start at a reasonable rate and may be offered for higher-value orders (e.g. free shipping above a certain purchase threshold, as indicated on the website when applicable).
In all cases, the exact delivery cost will be displayed before final checkout — with complete transparency.

Shipping Times

We prepare your orders with care.
Parcels are generally shipped within 48 business hours following order confirmation (excluding weekends and holidays).
During busy periods or depending on product availability, this delay may be slightly extended — but we always strive to ship as quickly as possible.
You will receive a dispatch confirmation email with a tracking number as soon as your parcel has been handed to the carrier.

Tracking Your Delivery

No matter which delivery option you choose, you can track your parcel easily:

  • Colissimo: Tracking number (often starting with “6A…”) to follow each step via La Poste’s website.

  • Mondial Relay: Tracking number allowing you to check when your parcel is in transit or ready for pick-up at your chosen relay point.

If you experience any issues (unusual delay, problem retrieving your parcel, etc.), please don’t hesitate to contact us — we’ll do everything possible to assist you promptly.

Upon Delivery

Please check the condition of your parcel upon receipt.
If it appears significantly damaged, you may refuse delivery or note your reservations in writing on the delivery slip.
Then, notify us as soon as possible so that we can take the necessary measures (carrier claim, product replacement, etc.).
Your satisfaction remains our priority.

Returns & Withdrawal Policy

We hope our Maison Oravera home fragrances meet your expectations.
However, if for any reason you are not fully satisfied, we offer a fair and compliant return policy so you can order with total peace of mind.

Right of Withdrawal – 14 Days

In accordance with French consumer law, you have 14 days from receipt of your order to exercise your right of withdrawal.
During this period, you may return one or more items without needing to provide justification.

Return Conditions

To be eligible for a return, products must be unopened, unused, and in perfect original condition.
As our fragrances are sealed products for hygiene and safety reasons, only unopened bottles and intact packaging can be refunded.
Opened or tested products cannot be returned under a simple change-of-mind request.

Return Procedure

  1. Contact us first
    Send an email to contact@oravera.fr indicating your order number, the items you wish to return, and the date you received your parcel.
    We’ll register your request and provide detailed instructions (including the return address if different).

  2. Prepare your parcel
    Place the item(s) in their original packaging and then into a shipping box.
    Protect the products well — ideally reuse the original packaging and padding.
    Include a copy of your invoice or a note with your contact details and order number.

  3. Ship your return
    Return shipping costs are your responsibility (unless the return is due to our error).
    You may use the carrier of your choice (La Poste, Mondial Relay, etc.), as long as you provide tracking.
    Keep proof of shipment.

    Return address:
    Maison Oravera – Service Retours
    7 rue des Clairs Bassins
    58400 La Charité-sur-Loire – France

Refund Process

Once your return is received and inspected, and provided it meets all conditions (new, sealed, etc.), we will issue a refund within 14 days of receipt.
Refunds are made via the same payment method used for your purchase, and you’ll receive an email confirmation once processed.
Depending on your bank, funds may take 2–5 business days to appear in your account.

Return Costs

In case of withdrawal, return shipping costs are borne by the customer, as required by law.
If you return your entire order, we will refund any initial standard delivery fees you paid.
However, if only part of the order is returned, the original delivery fees will not be refunded.

Returns Due to Error or Defect

Your satisfaction is essential to us.
If the return is due to an error on our part (wrong item, missing product, damaged or defective item), please contact us immediately at contact@oravera.fr with details and photos if possible.
In such cases, we will cover all return shipping costs.
We’ll offer you either an exchange (replacement product sent at our expense) or a full refund (including any delivery fees related to the item).

Refund Timeframe

After receiving and verifying your return, the refund is typically processed within a few days.
You’ll receive an email confirmation once the refund is issued.
Please allow 2–5 business days for the credit to appear on your account (depending on your bank or card issuer).
For PayPal payments, the refund usually appears instantly.

In Summary

Our return policy is designed to be simple and fair:

  • 14 days to change your mind

  • Returns accepted for unused, sealed products

  • Quick and transparent refunds

If you have any questions or doubts, please don’t hesitate to reach out — our team is here to assist you with care and professionalism.

Thank you for your trust in Maison Oravera.
Your serenity and confidence are at the heart of our philosophy, and we hope this transparency helps you shop for our artisanal Mediterranean home fragrances with complete peace of mind.