Free delivery in France, Belgium and Luxembourg on orders from 65€

Shipping & Returns

WHAT ARE THE TYPES OF CARRIERS, COSTS AND DELIVERY TIMES?

Delivery is offered to France, Belgium and Luxembourg from 65€ of purchases on the www.OTRERABEAUTY.com site. We also have several types of shipping and have carefully chosen different carriers to meet your needs. Here is a summary of what we offer at the moment 😉 If you have any questions, we’re here to help.

* Customs fees or local taxes are the responsibility of the recipient. We recommend that you contact your local customs office for more information.

* Delivery times are given as an indication by the carriers. Delivery times depend on local carriers and customs controls, we cannot be held responsible for delays. If you have any questions, contact us via our CONTACT form available at the bottom right of the page. We will get back to you as soon as possible.

Orders shipped to Switzerland or outside Europe are subject to possible additional costs such as taxes and import charges that will not be recorded during your order confirmation and payment. These fees will not be covered or reimbursed by www.OTRERABEAUTY.COM. Do not hesitate to determine with the customs service of your country, what would be the amount of these fees before placing your order to avoid surprise when receiving the package. We are not responsible if a delivery is affected by an import procedure.

HOW MANY DAYS WILL MY ORDER BE SHIPPED?

Our team does its utmost to send you your order as soon as possible. The deadlines are between 1 and 3 days after the order placed. This preparation and shipping time is given as an indication and can be extended during the period of private sales, the period of launch or restocking of products, the holiday period, sales or Black Friday and holidays.

Any erroneous or missing mention in the delivery address and the identity of the customer relieves OTRERA of the responsibility of the delivery. OTRERA is not responsible for delays in delivery caused by the indication of an incorrect or incomplete address. Please check if your address is correctly filled in before placing an order, it is always more pleasant to receive your order without problem. In any case, we will always be at your side to find a solution.

HOW DO I TRACK THE DELIVERY OF MY ORDER?

Upon validation of your payment and order, you will receive a confirmation email containing all the details of it. Once the order has been shipped, you will receive a second email containing the tracking number to track it.

I WANT TO MAKE A CLAIM

In case of ORDER not recovered by the customer from a relay point (Delivery Mondial Relay) within 15 days, it will be returned to OTRERA. Upon receipt, OTRERA will refund the amount of the products of the order. OTRERA declines all responsibility for delays in delivery caused by the absence of the recipient of the package or its non-withdrawal within the time provided for this purpose.

It is specified that in case of unavailability of the relay point initially chosen by the customer, especially during summer leave or high activity, Mondial Relay may deliver the order to another relay point.

Upon receipt of the order, you must make all reservations and complaints to the transport provider or refuse the package if it is likely to have been opened or damaged; AND to report these incidents to customer service via the CONTACT section at the bottom right of the page accompanied by photos (outside the package, inside the package, damaged product(s)).
Complaints must be made without delay and at the latest within 3 working days from receipt of the order.

Otherwise, the order is deemed to be delivered in good condition and OTRERA is relieved of all liability.

Each delivery is deemed to have been made as soon as the carrier makes the order available to the Customer or to a third party designated by him, materialized by the control system used by the carrier. Unless proven otherwise, no dispute relating to the delivery itself will be possible if the package appears to have been delivered, the carrier’s computer system being authentic.

HOW DO I MAKE A RETURN?

If you change your mind and wish to return your order, you must contact customer service within a maximum of 14 business days. To do this, you can use the CONTACT section available at the bottom right of the website OTRERABEAUTY.com for simplicity.

The products must imperatively be returned in a condition suitable for a new marketing (complete products and in perfect condition with their original packaging, accessories, instructions …) within 14 days from the date on which you informed the OTRERA customer service of your intention to withdraw and at the latest within 14 days of their date of receipt. Returns of products returned beyond this period will not be accepted.Open, damaged, soiled or incomplete products are not taken back for reasons of hygiene, safety and health protection.

The refund of the returned product(s) as well as the delivery costs (at standard cost) of the order, will take place at the latest within 14 days, from receipt of the returned product(s)). Please note that Otrera Beauty will only refund the cost of the products and not the return or original shipping costs (if charged).

If the amount of the original order has allowed you to obtain an advantage (shipping costs offered, gifts …), the refund of the returned products will be possible subject to the return of the benefits.

If the total amount of the returned items lowers the amount of the original order below the threshold that gave access to the free shipping, then the said shipping costs will be deducted from the amount of your refund.

Returns must in all cases be made in their original packaging and in a perfect state of resale to the following address: BSL – Site de la Touche Tizon, 8 rue René Panhard 35230 NOYAL – CHATILLON SUR SEICHE. The products must be accompanied by the order number, your name, your first name and the address on free paper or via the return form that you can request from the customer service by email: [email protected] or via our CONTACT section at the bottom right of the page. Direct return costs (return delivery costs, any export/import taxes resulting from the return) are your responsibility.

We strongly advise you to return the package by any means that provides proof of its shipment and gives it certain date.

OTRERA reserves the right to exclude the right of withdrawal of the customer for the returned products damaged, soiled or incomplete are not taken back for reasons of health, safety and health protection.

OTRERA does not accept parcels or mail addressed in due port.

I RECEIVED A DAMAGED ORDER

Upon receipt of the order, you must make all reservations and complaints to the transport service provider or refuse the package if it is likely to have been opened or deteriorated; AND report these incidents to Customer Service via the CONTACT section at the bottom right of the page.
Complaints must be made without delay and at the latest within 3 working days from receipt of the order.

Otherwise, the order is deemed to be delivered in good condition and OTRERA is relieved of any responsibility.

Each delivery shall be deemed to have been made available by the carrier of the order to the Customer or to a third party designated by him, materialised by the control system used by the carrier. Unless proven otherwise, no dispute regarding the delivery in itself will be possible if the package appears to have been delivered, the carrier’s computer system being authentic. It is therefore very important to contact us as soon as possible so that we can provide you with a solution;-) You can contact us simply via the CONTACT section at the bottom of the page, on the right.