Deliveries – Returns – Purchase Withdrawal

The transport of your package

Packages are generally dispatched within 48 hours after receipt of your payment. The standard shipping method is Colissimo without signature. If you prefer delivery with signature, an additional fee applies; please contact us. Regardless of the chosen shipping method, we will provide you as soon as possible with a tracking link so you can follow the delivery of your package online.

Shipping charges include packaging, handling, and postage. They may include both a fixed and a variable component depending on the price or weight of your order. We advise you to group your items into a single order. We cannot combine two separate orders, and you will have to pay shipping fees for each one. Special care is taken to protect fragile items. Packages are oversized and well-protected.

ARTICLE 1 – DELIVERY TERMS

Products are delivered to the address specified by the customer on the order form. The customer must check the condition of the package and goods upon delivery and report any damage to the carrier on the delivery slip and to Karawan authentic within one week. The customer may request to receive the invoice at the billing address rather than the delivery address.

For shipping, we primarily work with Colissimo Access France. Once your order is shipped, you will immediately receive an email notification.

ARTICLE 2 – DELIVERY COST

Shipping fees are based on the weight of your package and the chosen delivery method. These are specified during the ordering process.

Delivery Location
Karawan-Authentic delivers throughout Europe, the French overseas departments and territories (DOM/TOM), Canada, and the USA. By clicking on "Your Account", you can easily manage an alternative delivery address. You may choose to have your order delivered to your home, workplace, or a friend’s address (for gifts or holidays).

LA POSTE – Colissimo
In France, to minimize transport costs, all small and medium parcels are shipped via Colissimo Access France. In addition to being economical, this service delivers within 48 hours throughout France and allows you to collect your parcel from your local post office if you are not present at the delivery address. If you are absent at the time of delivery, the postman will leave a delivery notice in your mailbox, allowing you to retrieve your parcel from your post office within 15 days.

Colissimo Access France is a very reliable service. However, as with any shipment, delays or loss can occur. In the event of a delivery delay compared to the indicated date, please contact us by phone or email. We will then contact the postal service to initiate an investigation. A postal investigation can take up to 21 days. If the package is found during this period, it will be forwarded to you. If not, the package is considered lost, and we will send you a replacement at our expense. If the ordered products are no longer available, we will refund the corresponding amount. If the products are available but the prices have changed, the new price will apply. We will adjust the difference either by check or by request.

We decline any responsibility for extended delivery times due to the carrier, especially in cases of lost parcels or strikes.

ARTICLE 3 – DELIVERY ISSUES DUE TO THE CARRIER

Any delivery anomaly (damage, missing product, damaged package, broken item, etc.) must be noted on the delivery slip with handwritten comments and the customer's signature. The customer must confirm this by sending a letter with acknowledgment of receipt to Karawan authentic within two (2) business days of delivery. A copy of the letter must also be sent by fax or email to:

Karawan authentic
28 Montée des Carmélites
69001 LYON – FRANCE
Tel: +33 (0)4 72 00 09 54

ARTICLE 4 – DELIVERY ERRORS

4-a: The customer must notify Karawan-Authentic on the same day of delivery or at the latest on the first business day following delivery of any claim regarding a delivery error and/or non-conformity of the products in kind or in quality with respect to the order.

4-b: This claim may be submitted:
• By phone at +33 (0)4 72 00 09 54, Monday to Friday, 9am–12pm and 2pm–6pm.
• By logging into our website under "Track Your Order" and submitting your question through the "Contact Us" section, referencing your order number.

4-c: Any claim not submitted in accordance with the above procedure will not be considered.

4-d: Once the claim is received, Karawan authentic will assign an exchange number for the affected product(s) and communicate it to the customer by email, fax, or phone. The exchange can only take place once this number has been assigned.

4-e: In the event of a delivery error or exchange, the product must be returned to Karawan authentic in full, in its original packaging, and sent via tracked Colissimo to:

Karawan-Authentic
28 Montée des Carmélites
69001 LYON – FRANCE
Tel: +33 (0)4 72 00 09 54

ARTICLE 5 – RETURNS

If for any reason you are not satisfied with your product, you have the right to withdraw and request a refund. Simply notify us of your decision and return the item(s)  with the shipping label provided by karawan within 14 days from the delivery date to:

Karawan authentic
28 Montée des Carmélites
69001 LYON – FRANCE

Upon exercising your right of withdrawal, Karawan authentic will refund you within 14 days of being informed of your decision. The refund will be issued by bank transfer in your name and sent to the billing address.

To be accepted, any return must first be reported to Karawan authentic’s Customer Service by using the withdrawal form:

👉 Click to download the withdrawal form

Shipping costs will be covered by Karawan authentic, except if it is proven that the returned product does not match the original declaration made by the customer.

(**) NOTE: Only complete products returned in their original packaging and in perfect resale condition will be accepted. Products must be properly packaged for transport.