1. DELIVERY AND TRANSPORT
Delivery means the transfer to the Customer of physical possession of the Products (the “ Delivery ”).
The Delivery takes place, according to the Customer's choice, either by the collection of the Products at the selected collection point (in the Boutique or at a Relay Point, subject to the acceptance of the package by the selected Relay Point), or by the receipt of the Products to the postal address indicated, it being specified that this must be the residential address of the Customer, of a natural person of his choice or of a legal person (delivery to his company).
Delivery cannot be made to hotels or to PO boxes.
Transport is provided by the services of DPD or DHL, Monday to Friday.
1. Which countries can we deliver to?
A priori, TIMEOS will initially deliver only the countries listed below. For delivery to another country, you are asked to contact us by email at email@example.com with your request. TIMEOS will look at what is possible and get back to you with a personalized offer.
Here is the list of countries where we can deliver:
United Kingdom (GB)
Czech Republic (CZ)
Bosnia – Herzegovina (BA)
United States (USA)
Delivery costs are not included in the prices and will be invoiced in addition. The delivery charges applicable to your order will be clearly displayed at checkout before you confirm your order and are included in the "TOTAL" amount shown on the order summary page.
2. What are the delivery costs
Subject to energy price increases, delivery charges are currently as follows:
Zone 1: 15 Euros
Area 2: 30 Euros
Zone 3: 50 Euros
Zone 4: 50 Euros
And delivery is free, in Luxembourg exclusively , for any order from 350 Euro.
Depending on your delivery address, different taxation rules and additional charges may apply. If you are shipping items outside of the European Union, you may need to pay import duties upon receipt of the products. TIMEOS has no control over these charges and we cannot advise you on their amount. You will be responsible for paying these import duties and taxes. Please contact your local customs office for more information and a cost estimate before placing your order.
After placing an order, you will receive an email from us containing all the details of your purchase. We may also contact you if we need more information to verify your payment. Once your order has been approved, we will endeavor to ship it within a maximum of 3 working days, unless mutually agreed otherwise (for example when the sale is for inbound items).
The goods ordered will be shipped to the delivery address you provided during the ordering process. Orders are processed and shipped Monday through Friday between 10 a.m. and 5 p.m. Depending on your location, delivery will normally take 2-20 business days from dispatch.
In order for these deadlines to be respected, the Customer must ensure that he has communicated exact and complete information concerning the Delivery address (such as, in particular: full street name, postal code, exact building number, name shown on the mailbox and/or building intercom, etc.).
When shipping the package(s), we will provide you with the tracking number via email. You will be able to follow the progress of the delivery of your order via the site of our carrier. Please keep in mind that our delivery times should only be used as a guide and are based on the time elapsed since dispatch. TIMEOS cannot be held responsible for delays in customs clearance or failure to approve payment, although we will try to minimize any potential delays.
In the event of any loss of your order, confirmed by our carrier, the Customer may request the cancellation of the sale and obtain, within a maximum period of fourteen (14) days of his request, reimbursement of the sums paid on the occasion of the Order. Notwithstanding the foregoing, TIMEOS cannot be held responsible for the harmful consequences resulting from a delay in delivery, only reimbursement of the Product by TIMEOS being possible to the exclusion of any other form of compensation.
At the time of delivery, you must check the conformity of the goods and indicate, if possible on the delivery note, the reservations accompanied by your signature and/or any anomalies observed (open package, damaged product, etc.).
If you notice a problem with your goods upon delivery, please notify our customer service as soon as possible at the following e-mail address: firstname.lastname@example.org
If it is impossible to carry out the Delivery, due to an incorrect delivery address or the absence of collection by the Customer of his Order from the selected collection point, no reshipping can be carried out and the Customer will be reimbursed within a period of five (5) days from receipt of the Order by TIMEOS.
Collection in store (Click & Collect)
If you have chosen the “Click & Collect” option (Collection in store), your order can be collected from our Luxembourg store located at 60, Grand Rue in L-1660 Luxembourg no later than 2 working days after placing your order. We will notify you by email or telephone as soon as your order is ready to be picked up.
Important: Any order placed on Friday from 4 p.m., on Saturday and Sunday, with the Click & Collect option, can only be picked up the following Tuesday.
2. Deadline and procedures for exercising the right of withdrawal
TIMEOS provides high quality products. However, if you are not satisfied with your purchase, we promise to exchange it or refund you.
In accordance with the European legislation in force on the subject, the Customer has a period of fourteen (14) days from receipt of the Order to exercise his right of withdrawal from TIMEOS, without having to justify his decision. Beyond this period of fourteen (14) days, the sale is firm and definitive.
In case of exercise of the right of withdrawal, you are asked to send us beforehand a short email to our address email@example.com to inform us of your wish to return all or part of your order. This email must contain the following information:
- Your order number (shown on your purchase invoice);
- Details of the items you wish to return to us.
Your return should be sent to us at the following address:
TIMEOS / MUSE by – Returns Service
22, rue de l'Industrie (room C06.3)
The Customer cannot exercise his right of withdrawal for a Product made according to his specifications, used, worn, washed, damaged or unsealed (see details below).
2. Procedures for returning the Order under the right of withdrawal
The right of withdrawal is exercised without penalty.
To initiate the return procedure, please contact us beforehand by sending us an email at firstname.lastname@example.org
This email should provide us with the following information:
- Your order number (which can be found on your invoice as well as on the confirmation emails that you will have received following the latter);
- The item or items you wish to return to us;
Once your request has been received and accepted, we will confirm to you by return e-mail our agreement to return the goods to us, as well as the address where we will send the goods back to us.
You have the choice of the carrier but we invite you to use a professional transport service which can guarantee you a fast delivery time as well as a "track & trace" option so that you can have the guarantee that the article will have been sent to us. delivered and received by us.
The return costs will therefore be at your expense, unless the product delivered to the Customer was different from the product ordered or if it was delivered damaged . Customs charges may be withheld in the event of a return from a country outside the EU.
It is mandatory to:
- Return the item(s) in the same condition you received them:
- Items must be returned unworn, undamaged and unused, with all tags and/or tags attached and the original packaging included.
- Shoes and accessories should be returned with the original boxes and dust bags, if applicable, and placed in a protective outer box for shipment. When trying on shoes, be careful not to mark the soles or damage the shoe box.
- We will not accept any worn or soiled returns.
- Jewelry must be returned in the same condition it arrived in, including all branded packaging and documentation that came with it.
- Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact.
If you want to exchange it for another item, or change the size or color, you must request a return and make a new purchase.
You can deposit your returns for free in store but no refund will be made directly in store.
3. Reimbursement of Products returned under the right of withdrawal
Reimbursement of the Order by TIMEOS is made no later than fourteen (14) days from the date on which it is informed of the Customer's decision to withdraw, subject to having received the Product(s) subject to the right of withdrawal within this period and that they meet the conditions for a refund to be possible (see Terms and Conditions)
TIMEOS makes the refund using the same means of payment as the one used to pay for the Order. If this means of payment has expired, the Customer must contact customer service to modify the method of reimbursement. TIMEOS cannot be responsible for the delay in reimbursement.
Reimbursement of an order paid for with an e-gift card, a gift card or a credit note will be automatically carried out with a credit note.
If the Customer fails to comply with these T&Cs, TIMEOS will not be able to reimburse the Products concerned.