FAQs


DELIVERY

WHAT ARE THE DELIVERY TIMES?

From the dispatch of the order, the average delivery times are as follows:

  • 1 to 2 working days by standard Colissimo for France
  • 1 to 2 days collection from the Collioure store
  • 2 to 4 working days by Tracked Letter for France
  • 2 to 4 working days by Mondial Relay for France
  • 5 to 10 working days by Colissimo International for abroad

For all orders made outside of France, delivery times may vary slightly depending on their destination.

WHICH DELIVERY PERSON DO YOU USE?

The company ROUROU ET LULI uses the services of La Poste Colissimo and Mondial Relay, for mainland France and Colissimo International for shipments abroad.

HOW TO USE MY TRACKING NUMBER

You can track your order with the dedicated tracking number, which will have been sent to you by SMS or email beforehand, by accessing it directly via the La Poste website: www.laposte.fr .

You can track your order using the dedicated tracking number, which will have been sent to you by SMS or email in advance. You can track your package directly via the Mondial Relay website: www.mondialrelay.fr .

DOES ROUROU ET LULI DELIVER WORLDWIDE?

Absolutely. We ship worldwide!

DO I HAVE TO PAY ADDITIONAL DUTIES AND TAXES?

You will be responsible for all import duties, customs, and taxes. These will be due at the time of, or after, delivery.

Please note that ROUROU ET LULI has no control over customs duties, taxes and duties levied by the country where your order is shipped.

We cannot advise you on the cost, please contact your local customs office for more information if you are unsure of the charges.

HOW MUCH DOES SHIPPING COST?

For France and abroad, shipping costs include handling, packaging and postage; these may vary depending on weight, volume and number of items.

IS SHIPPING FREE?

Yes, but only from a certain amount:

  • €50.00 order shipping costs are free in mainland France and at relay points only for a weight less than 2 kg.
  • €185.00 order, shipping costs are free in the EU zone including Switzerland and the United Kingdom and the French overseas departments and territories.
  • 285.00 € order, shipping costs are free abroad.

RETURNS

WHAT IS YOUR RETURN POLICY? ?

We offer a 14-day hassle-free return!
Items must be in their original condition with return labels.

Unfortunately, we cannot accept returns that do not meet the requirements of the terms and conditions of sale.

HOW MUCH DOES A RETURN COST?

The shipping costs incurred for the return are your responsibility, we do not cover them and do not reimburse them.

TO WHICH ADDRESS SHOULD I SEND MY RETURN PACKAGE?

Your package should be sent directly to the following address:

SARL Rourou and Luli

8 Fraternity Street

66190 Collioure

France

RETURN, WHICH SHIPPING METHOD SHOULD I CHOOSE?

We leave it to you to choose your carrier yourself.

Please ensure that the package arrives directly at our premises and not at a Relay Point, in which case your return will unfortunately not be able to be processed.

Shipping costs are your responsibility and we will ask you to send us the tracking number by email: rouroululi@gmail.com.

We recommend that you keep proof of parcel deposit provided by your carrier. If you do not provide proof of parcel deposit, no refund will be issued if the parcel is lost.

HOW LONG WILL IT TAKE TO GET MY MONEY BACK?

Upon receipt of the goods at our premises and after confirmation of the condition of the product(s), we will refund the amount invoiced (less shipping costs) to the account used to pay for the order within 30 days.