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Shipping and returns

1. Delivery areas

DSWOOD ships orders to mainland France, Corsica, Belgium, Luxembourg and Germany. For delivery to any other destination, please contact us at dswood.alsace@gmail.com.

2. Preparation and shipping times

As each piece is made by hand in our workshop in Alsace, 3 to 7 working days are needed to prepare your order before it ships.

Products with the custom engraving (or custom plaque) option need an additional 2 to 4 working days.

During busy periods (end-of-year holidays, events), these times may be slightly longer. You will be informed by e-mail if this is the case.

3. Delivery methods and costs

Orders are shipped via Colissimo (tracked) or Mondial Relay (pick-up point), depending on the method chosen at checkout. A signature may be required on delivery.

The exact costs are calculated automatically according to the weight of the parcel and the destination. They are displayed before you confirm payment.

4. Tracking your order

As soon as your order ships, a confirmation e-mail is sent to you with the tracking number, which lets you follow the parcel in real time on the carrier's website.

In the event of an unusual delay, a damaged parcel or non-delivery, please contact us within 48 hours at dswood.alsace@gmail.com, with photos.

5. Right of withdrawal

In accordance with article L221-18 of the French Consumer Code, you have 14 days from receipt of your order to exercise your right of withdrawal, without having to give a reason.

To do so, please contact us at dswood.alsace@gmail.com stating your order number. We will then send you the return procedure.

6. Products excluded from the right of withdrawal

In accordance with article L221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for:

  • made-to-measure or clearly personalised products, in particular items bearing a custom engraving or a custom plaque;
  • products unsealed after delivery that cannot be returned for hygiene reasons (opened wood balm, unsealed care products).

7. Return conditions and costs

The product must be returned in its original packaging, in perfect condition, unused, together with the invoice.

Return costs are borne by the customer, except in the case of a faulty product or an error on our part.

We recommend sending it by tracked Colissimo. Any product lost or damaged during the return remains the customer's responsibility.

8. Refund

The refund is made within a maximum of 14 days of receipt of the returned product, using the same payment method used for the purchase.

9. Faulty or damaged products

If your order arrives damaged or with a defect, please contact us within 7 days of receipt at dswood.alsace@gmail.com, with photographs of the product and of the packaging.

Depending on the case, we will replace the product, repair it or give you a full refund, in accordance with articles L217-4 et seq. of the French Consumer Code on the legal guarantee of conformity.

10. Contact

For any question about delivery or a return: