Delivery and Return


1. Delivery address

Place of delivery:

For the moment, the products can only be delivered in Metropolitan France to the delivery address that the customer will have given on their order.
The customer can also opt in for delivery to the Point Relais of their choice in Metropolitan France when placing the order on the site.

2. Address, delivery times and methods


Delivery address: Products are delivered to the address indicated on the order form. The billing address may be different from the delivery address provided that the customer has indicated this in the order form by activating the option provided for this purpose.

Timeframe: The average processing time of a paid order is 1 working day from the receipt by NOVALINE of the payment of the total price of the order made by the customer.

Delivery methods: The products ordered on the Website are delivered by GLS. As a reminder, to the delivery times indicated below must be added the average processing time of the order, i.e. 1 working day.

  • Standard delivery: delivery to the address indicated or in a relay point in 2 to 3 working days.

In the context of a delivery point relay, it may be that the point relay chosen by the customer is closed (holidays of the merchant, ...), in this case the package will be deposited at the point relay closest to the customer's home. This information will be indicated in the customer's Point Relais order tracking system.

If, however, the ordered products should not be delivered within the indicated time limits (except in cases of force majeure or fortuitous event), the customer may, under the conditions provided for in articles L. 216-2 and following of the Consumer Code, cancel the contract concluded with NOVALINE, by registered letter with acknowledgement of receipt or by a written document on another durable medium, if, after having enjoined NOVALINE, according to the same modalities, to carry out the delivery within a reasonable additional time limit, NOVALINE has not complied with this time limit.

It is expressly agreed between NOVALINE and the customer that a partial delivery of the ordered products is valid and that the customer cannot refuse it.

Delivery means the transfer to the customer of physical possession or control of the ordered product.

In the event that delivery is not possible, GLS France undertakes to keep the packages for 8 working days from the time the customer is informed of the pending delivery.

Failing this, the parcels may be returned to NOVALINE from the 9th day.
In any case, the period of custody of the parcels may not exceed 10 calendar days (with the exception of parcels delivered to a relay point, which will be subject to the conditions of custody set by each relay point)

GLS France company will present the parcels entrusted to their addressees by means of the endorsement of the latter or their representatives on the electronic consignment note.

Saturdays, Sundays, public holidays and local holidays are neutralised in the time count.

3 Checking the Products

The Customer is required to check the condition of the packaging of the Product (s) on delivery and to report any damage that may have been caused by the carrier on the delivery slip, as well as to the company NOVALINE, in within 7 days.

In accordance with the applicable legal provisions, any risk of loss or damage to the products is transferred to the customer at the moment when the latter or a third party designated by him/her, and other than the carrier proposed by NOVALINE, takes physical possession of these products.

4 Delivery problems due to the carrier

Any anomaly concerning the delivery (damage, late delivery, missing product compared to the delivery note, damaged package, broken products...) must imperatively be indicated on the delivery note in the form of "handwritten reserves", accompanied by the customer's signature. The Customer must at the same time confirm this anomaly by sending the carrier within two (2) working days following the delivery date a registered letter with acknowledgement of receipt setting out the said complaints.


The Customer shall forward a copy of this letter by registered mail to:

  • NOVALINE 07 rue de l'industrie 68360 SOULTZ-HAUT-RHIN

5 Delivery errors

5.a In the event of an error in the content of the delivery attributable to NOVALINE, any product to be exchanged must be returned to NOVALINE in its entirety, in its original packaging, without having been opened.
The Customer must contact NOVALINE to arrange for the transport of the product(s) via the GLS carrier. The product(s) should be returned to the following address:

  • NOVALINE 07 rue de l'industrie 68360 SOULTZ-HAUT-RHIN

5.b Upon receipt of the claim, and after acceptance, NOVALINE will assign an exchange number for the product(s) concerned and communicate it by e-mail to the Customer. The exchange of a product can only take place after the Customer has been given an exchange number according to the procedure described above.
To be accepted, all returns must be reported to NOVALINE beforehand, which will give the Customer a "return number". Any return made without a "return number" will be refused by our services.

Delivery costs

Delivery charges are requested for all orders deliverable in metropolitan France and amounting to less than 79 euros including VAT.
The delivery charges vary according to the total weight of the package.

For all orders over 79 euros including tax, the customer will be offered free standard delivery (express delivery is excluded from this offer) to the address chosen by the customer or in Points Relais.

Outside metropolitan France, delivery charges are requested for all orders regardless of the amount.

The delivery costs depend on both the delivery address indicated and the delivery method chosen by the customer during the contractual process.

The total amount of the delivery charges that will effectively apply to the customer's order will be indicated in the order summary, which the customer will be invited to check before validating it to express his/her final acceptance to the purchase contract proposed by NOVALINE.


Prior to any return, the Customer must obtain a "return number" from NOVALINE. The product will have to be returned by an adapted delivery service.

In the event of a return, the Customer must pack the item concerned carefully and enclose in his shipment his return number(s) received by email by printing them out or copying them onto a blank piece of paper.
NOVALINE does not assume any transport insurance costs, nor the cost of transport and cannot be held responsible for the non-receipt of the Customer's package.
In general, all costs and risks related to the return of the product(s) are to be borne by the customer.

Only products returned complete, in perfect condition and in their original unopened packaging will be accepted. Otherwise, the return will be considered as a non-conforming return and will not be taken in charge by NOVALINE.

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