General Conditions
Last updated: 02/28/2025
Welcome to Charme Maison . As a refined and discerning interior design house, we are committed to offering more than just a purchase: an experience imbued with elegance, transparency, and trust. These General Terms and Conditions of Sale (GTC) define the rules that govern the relationship between Charme Maison and its customers. By confirming your order, you acknowledge that you have read, understood, and accepted all of these conditions.
1. Acceptance of the conditions
By accessing our website or making a purchase, you confirm your full acceptance of our terms and conditions. These terms and conditions form a clear and fair contract, guaranteeing both your rights as a customer and our commitments as a leading brand in the world of decoration. Any order implies unconditional acceptance of these T&Cs.
2. Order and delivery tracking
As soon as your order is shipped, you will receive a tracking link allowing you to locate your package at each stage of its journey. We recommend checking this link regularly to facilitate timely delivery. If you do not receive this notification, we invite you to contact our customer service. Charme Maison cannot be held responsible for any unclaimed package due to a lack of tracking.
3. Incorrect delivery address
We encourage you to carefully check your delivery information before confirming your order. An incomplete, incorrect, or outdated address may result in a failed delivery or automatic return. In this case, the customer will be responsible for any costs associated with reshipping or lost packages. Our team is always available to correct any errors before shipping if they are reported in time.
4. Refusal of receipt or return without agreement
Refusing a package without a valid reason or making a return without first contacting our customer service team constitutes a breach of our terms and conditions. In this case, no refund can be guaranteed. Any decision regarding a possible goodwill gesture remains at the sole discretion of Charme Maison, in accordance with the quality of our service and our ethical commitment.
5. Stock errors and unavailability
In rare cases, a product listed as available may become unavailable while your order is being processed. If this happens, we promise to notify you immediately and offer you an equivalent or superior alternative at no additional cost. You are free to accept or decline this solution. Your trust remains our top priority.
6. Customized or custom products
Custom-made or personalized products are created exclusively for you. For this reason, they cannot be returned or refunded, except in the case of a proven defect. By confirming your order, you accept this unique nature and the impossibility of cancellation once production has begun. We support you with transparency throughout the creation process.
7. Delivery & Returns
Each order is prepared with meticulous attention and entrusted to trusted logistics partners. The delivery times displayed on the site are indicative, and may be influenced by the period, the destination or events beyond our control. In the event of absence at the time of delivery, your package may be sent to a relay point, where it must be collected within 15 to 20 calendar days. After this period, the package will be returned to us. No refund will be given for an unclaimed package. Reshipment is possible, but the costs will be at your expense. For more details: Refund Policy .
8. Inspection of returns
Every return received is carefully inspected by our quality team. The item must arrive in perfect condition, in its original packaging, unused, unwashed, and accompanied by all the delivered elements (accessories, instructions, protections). If the return does not meet these criteria, we reserve the right to refuse the refund or to issue a partial refund. This rigor ensures compliance with our standards and protects the overall customer experience.
9. Improper Use
Our products are designed for domestic, decorative, or functional use under normal conditions. Any misuse, abuse, or use not in accordance with the recommendations may damage the product and result in a warranty exclusion. Charme Maison declines all liability for damage caused by improper use, negligence, or modification of the product by the customer or an unauthorized third party.
10. Assembly and installation
Some of our furniture requires home assembly. It is essential to carefully follow the provided instructions, or to seek professional assistance if necessary. Incorrect assembly may result in defects, instability, or structural damage. Charme Maison cannot be held responsible for any damage or defect caused by improper assembly.
11. Illustrations and staging
Our product images are carefully crafted to reflect their true aesthetic. However, slight variations in color, texture, or finish may occur depending on lighting, viewing screen, or manufacturing batch. Items shown in photos for decorative purposes are not included unless explicitly stated. These illustrations are intended to inspire and project your interior into the world of Charme Maison.
12. Packaging
Concerned about its environmental footprint, Charme Maison favors responsible packaging, without compromising product safety. Some items may be compressed or packed compactly to optimize shipping. This method does not affect their quality or integrity. Upon receipt, a slight delay may be required for the product to regain its fullness and final appearance.
13. Quantity limitation
As part of our ethical distribution policy, we reserve the right to limit the number of copies of the same item ordered per customer. This measure aims to prevent speculative purchases and unauthorized resale, and to ensure fair access to all our customers.
14. Unauthorized Resale
Charme Maison designs its products for a specific clientele seeking authenticity. Any attempt to resell without prior written consent constitutes a violation of our commercial rights. We reserve the right to suspend or cancel any suspicious order and take appropriate legal action.
15. Promotional Codes
Our promotional offers are one-off and subject to specific conditions. A promotional code cannot be combined, is non-transferable, and can only be used once unless otherwise stated. Any fraudulent or automated use of these codes may result in the cancellation of the order in question without notice.
16. Taxes and customs
For orders delivered outside the European Union, local taxes or customs duties may apply upon receipt of the package. These charges are not included in the sales price and are the sole responsibility of the customer. We advise you to check with local authorities before placing any international orders.
17. Fraud and Chargebacks
Charme Maison adheres to a strict payment security policy. Any attempt at fraud, unjustified chargebacks, or identity theft will be immediately reported to the appropriate authorities. We reserve the right to block an order, request supporting documentation, or suspend a customer account in the event of suspicious behavior.
18. Transfer of ownership
The transfer of ownership and risks occurs upon delivery of the package to the carrier. From this point on, Charme Maison cannot be held responsible for any loss, theft, or damage occurring during transport. We recommend increased vigilance upon receipt of the package and, if necessary, to make reservations to the delivery person.
19. Force majeure
Charme Maison cannot be held liable for any failure to fulfill its obligations in the event of force majeure. This includes, but is not limited to, natural disasters, pandemics, strikes, logistical blockages, or armed conflicts. In such situations, we are committed to keeping our customers informed and doing everything possible to find an appropriate solution.
20. Archiving and proof
Electronic records (orders, invoices, emails) are stored by Charme Maison under optimal security conditions. They are considered proof of transactions between our company and its customers, and may be used in the event of a dispute.
21. Severability
If any provision of these T&Cs is declared null and void or unenforceable by a competent authority, the other provisions shall remain in full force and effect. This clause guarantees the continuity of the contractual agreement between the parties.
22. Language of the contract
These terms and conditions are written in French. In the event of a conflict between a translation and the French version, only the latter shall prevail before the competent courts.
23. Complaints & Disputes
Our customer service team is available to answer any questions or address any complaints. In the event of a persistent disagreement, the parties may refer the matter to the competent courts of the client's country of residence or our head office, in accordance with applicable law. We always favor dialogue and the search for an amicable solution before any legal proceedings.
24. Contact
For any request, our team will respond to you with the kindness and professionalism that are the hallmarks of Charme Maison.
📩 contact@charme-maison.com
🏢 24-26 Arcadia Avenue, FIN009, N3 2JU, London
Thank you for choosing Charme Maison, where every detail is designed to enhance your daily life with elegance.
