DELIVERY AND RETURN
DELIVERY
THEM ships worldwide.
All the orders are shipped once every 7/10 days. All the parcels are shipped from France. No custom fees for orders from European Union countries. Some duty fees could be apply for countries outside European Union. All duty fees are at your charge.
Delivery to France
For orders from France, point delivery for accessories and small decoration objects is 2,50€-5€ for home delivery with Colissimo.
For berber rugs, the delivery is from 29,99€ (for S, M, L rugs), 39,99€ (for XL rugs), can be 49,99€ in the case of an order of several rugs.
Delivery to the rest of the world
For the rest of the world, the shipping cost depends on the country. To know the shipping cost, you only have to add the product(s) you want to order on the basket, enter your address and the shipping cost will be automatically calculated.
RETURN
You have a right of cancellation, without having to indicate the reasons for such cancellation, within a cooling-off period of 14 days from receipt of the products ordered. You have the possibility to exchange with another product on our eshop, to obtain a credit note valid for 2 years or to receive a refund.
This right to withdraw can only be used for products that have not been used in any way or altered by the Client. We will check if the product you returned is in perfect condition. If the product has been damaged or used, a refund will not be possible. The product will be send back to you, at your charge.
Potential duty taxes due to the return of a product are also at your charge.
What’s the process for a return ?
Contact hello@them.fr and specify in your email: name and surname, date of the order, reference of the order.
You will receive an email explaining the process for the return
Does a return is at my charge ?
For french orders
In case of an exchange/credit note : a return label will be send to you (return will be at the charge of THEM) and the shipping of the new product will be free. So for an exchange you don’t have anything to pay. The return label offered is without insurance. Please note that return packages are your responsibility until they arrive with us. If you wish to send your package with insurance, you must use your own label purchased from your carrier.
In case of a refund : the return is at your charge. The parcel must be ship with a tracking. You also must to get a return proof from the shipping company. Taking an insurance is an advise (return risks as a loosing parcel, degradation) is at your charge.
For orders from the rest of the world
In case of an exchange/credit note : the return is at your charge and the shipping of the new product will be free.
In case of a refund : the return is at your charge. In that case. The parcel must be ship with a tracking. You also must to get a return proof from the shipping company. Taking an insurance is an advise (return risks as a loosing parcel, degradation) is at your charge.
What’s happen when THEM receive the return ?
In the case of a refund, you will receive the refund directly on your bank account on the next 14 days.
In the case of an exchange, the new item chosen will be shipped after receipt of the first package.
FOR CUSTOM MADE ORDERS
The custom made orders will be shipped after we received your last payment.
For custom made orders, a return with a refund will not be possible if the product corresponds to the request. A second and new model will be launched for you according to your new desires. Second option, we will offer you the possibility to exchange it with a model on stock on the eshop.
All the berber rugs are handmade on a traditional weaving loom in the middle atlas mountains from Morocco. Handmade two 100% identical models is technically impossible. So the colors and the designs could be not exactly the same but the custom made model will be very very similar. Sizes, could be 10cm more or less than what you asked for.