1. Delivery and combined orders

The delivery date or period for each item is shown on its product page before checkout. It takes into account the time required for that item, including manufacturing for pre-orders, preparation and transport. There is no single manufacturing lead time for all pre-orders.

When several items are combined in one order for delivery together, the delivery date or period for the entire order is that of the item scheduled for delivery last. Items available earlier are held until the combined order can be dispatched. This also applies to orders combining in-stock items and pre-order items.

The applicable delivery time is the one communicated when the order was placed. A later change to a product page does not automatically change that time. Where separate deliveries are expressly agreed, the delivery dates for the relevant items apply.

2. Notifying us of withdrawal

You have 14 calendar days from the day after receiving your items to notify us of your decision to withdraw, without giving a reason. If items from a single order are exceptionally delivered separately, the period starts on the day after the last item is received. If the deadline falls on a Saturday, Sunday or public holiday, it is extended to the next working day.

This right applies to standard pre-order items. The period does not start when you pay or place the order. You may also exercise your right of withdrawal before delivery. Statutory exceptions include goods made to your specifications or clearly personalised; starting manufacture after an order is placed does not, in itself, amount to personalisation.

To withdraw, send us a clear statement, for example by email to bonjour@orta-store.com or by post to the seller’s address in these terms. You may use the model withdrawal form, but this is not compulsory. You do not have to use your customer account. Providing your order number and the relevant items helps us process your request.

3. Sending items back

After notifying us, you have 14 days to send the items back. Dispatch before that deadline is sufficient: the parcel does not need to have reached the warehouse by then. Keep proof of postage. Please include the return slip available in your customer account if you have it; its absence does not remove your right of withdrawal.

4. Condition of items and return costs

You may try on items as you would in a shop to assess their nature, characteristics and size. Protect them for transport and retain packaging and labels where possible. You may be liable for a justified loss in value resulting from handling beyond this assessment. No automatic washing, dry-cleaning or restoration fee is charged merely because you return an item.

Returns are covered from mainland France, Belgium, Germany, the Netherlands and Luxembourg under Orta’s communicated return procedure. From other countries, you bear the direct return costs if informed of them before ordering. Contact us for instructions and the return address. These arrangements are separate from the handling of defective goods.

5. Refunds

We refund the amounts due without undue delay and no later than 14 days after receiving your withdrawal notification. Unless we offer to collect the goods ourselves, we may withhold the refund until we receive the goods or evidence that you have sent them back, whichever occurs first.

If you withdraw from the entire order, the refund includes the original standard delivery charges; any extra cost for a more expensive delivery method you selected is excluded. We use the original payment method unless you expressly agree to another method at no cost to you. We do not impose store credit instead of a refund that is due.

6. Exchanges and statutory guarantee

We do not offer standard exchanges for a different size, colour or model: you can return the item and place a new order subject to availability, which is not guaranteed after a pre-order closes. This does not limit your remedies for non-conforming goods under article 13.2. Earlier orders retain any more favourable terms applicable to them.

Non-conforming goods are covered by the statutory guarantee, separately from change-of-mind returns. New consumer goods benefit from a two-year statutory conformity guarantee from delivery, without prejudice to any more favourable mandatory rights. The 14-day withdrawal period does not limit this guarantee.

What the guarantee does not cover : The guarantee does not cover normal wear and tear or damage caused by an accident, improper use or care that does not follow the instructions on the label, including washing, drying or ironing instructions.

Each claim is assessed individually, in accordance with the legal rules on the burden of proof. Premature wear caused by a lack of conformity of the product remains covered.

Contact bonjour@orta-store.com with your order details and a description of the defect. Photos can help us assess the issue. Failure to request a return within 14 days does not remove your statutory guarantee rights.

Under the conditions laid down by law, you may request repair or replacement free of charge, unless impossible or disproportionate. A price reduction or termination of the sale with a refund is available in the circumstances provided by law, including where bringing the goods into conformity is impossible or is not completed within a reasonable time and without significant inconvenience. Orta bears the costs necessary to remedy a defect covered by the guarantee.