Shipping Policy

1. Delivery Areas

Hexeli currently delivers to the following countries:

  • France;

  • Belgium;

  • Luxembourg;

  • Switzerland.

Available destinations are displayed during checkout.

2. Order Preparation

Unless otherwise indicated on the product page, orders are generally prepared and shipped within 1 to 2 business days, excluding weekends and public holidays.

The cut-off time for processing is 2 PM, Paris time, Monday to Friday.

Orders placed after 2 PM, on a weekend, or a public holiday generally begin processing on the next business day.

A confirmation is sent by email after the order is validated.

3. Delivery Times

After dispatch, delivery typically takes between 4 and 6 business days, depending on the product and destination.

The estimated total time between order validation and delivery is therefore generally 5 to 8 business days.

Certain bulky products, large orders, or items requiring special logistics may incur an additional delay. When a specific delay applies, it is indicated on the product page, during the order process, or communicated to the Customer.

Unless a different delivery time is expressly announced and accepted during the order, delivery will occur no later than 30 days after its validation.

4. Delivery Costs

Delivery costs are calculated based on the destination, weight, volume of the order, and the proposed transport method.

Their amount is indicated before the final validation of the order.

For deliveries outside the European Union, particularly in Switzerland, customs duties, import taxes, or administrative fees may apply in accordance with the regulations of the destination country.

When they are not included in the price paid on Hexeli.com, their coverage is specified at the time of order.

5. Order Tracking

As soon as the information is communicated by the carrier, the Customer receives an email containing the tracking number or link for their package.

A short delay may be necessary before the first information appears on the carrier's website.

In case of prolonged lack of updates, the Customer can contact our customer service at support@hexeli.com.

6. Delivery Address

The order is delivered to the address provided by the Customer during validation.

The Customer must carefully check the accuracy of the information provided, including:

  • the recipient's name;

  • the street number and name;

  • the apartment or building number;

  • the postal code and city;

  • the country;

  • the phone number.

In case of an error or missing information, the Customer must contact Hexeli as soon as possible at support@hexeli.com.

If the order has not yet been shipped, Hexeli will do its best to transmit the correction. However, a modification can no longer be guaranteed after the package has been taken over by the carrier.

Additional costs resulting from an incorrect or incomplete address provided by the Customer may be charged to them after review of the situation.

7. Package Receipt and Verification

Upon delivery, the Customer is invited to check the external condition of the package as well as the conformity and quantity of the products received.

If the package shows visible damage, it is recommended to:

  • take photographs of the package before opening it;

  • make precise reservations with the carrier;

  • photograph the product and its packaging;

  • keep the packaging and the shipping label;

  • contact Hexeli quickly.

The absence of reservations made with the carrier does not deprive the consumer Customer of their legal guarantees.

To allow for quick processing, the Customer must provide their order number, a description of the problem, and relevant photographs to support@hexeli.com.

8. Missing, Incorrect, or Damaged Product

If a product is missing, incorrect, or damaged upon receipt, the Customer must contact our customer service as soon as possible.

After reviewing the submitted evidence, Hexeli will propose an appropriate solution in accordance with the Customer's rights: sending the missing product, replacement, repair, price reduction, or refund when legal conditions are met.

No fees will be charged to the Customer when a return or replacement results from an error by Hexeli or a defect covered by a legal warranty.

9. Package Indicated as Delivered But Not Received

When a package is indicated as delivered but cannot be found, the Customer must quickly contact Hexeli at support@hexeli.com.

Before writing to us, they can also check:

  • potential drop-off locations around their address;

  • with other members of their household;

  • with their neighbors or building caretaker;

  • messages and delivery notices left by the carrier.

Hexeli may open an investigation with the carrier and request necessary information or attestations from the Customer for its processing.

The "delivered" status displayed in the tracking does not automatically negate the Customer's rights. Each situation is examined based on available evidence and the results of the carrier's investigation.

10. Delivery Delay

In case of an unusual delay, the Customer can contact our customer service so that a check can be performed with the carrier.

When the announced delivery time is not met, the consumer Customer can ask Hexeli to make the delivery within a reasonable additional period.

If delivery does not occur within this additional period, the Customer can cancel the order under the conditions provided by the Consumer Code.

The Customer can also cancel immediately when Hexeli refuses to deliver or when the delivery date constituted an essential condition of the order brought to Hexeli's attention before its validation.

In case of a valid cancellation due to non-delivery, the amounts paid are refunded according to legal deadlines.

11. Delivery in Multiple Packages

Depending on the number, nature, or dimensions of the products ordered, a single order may be shipped in multiple packages.

These packages may be delivered on different dates and each have their own tracking number.

No additional delivery charges will be incurred when the separation of the order is decided by Hexeli.

12. Customer Service

For any questions regarding order preparation, tracking, or delivery:

Hexeli
60 rue François 1er
75008 Paris
France

Email: support@hexeli.com
Phone: 01 84 16 45 42

Our customer service is available Monday to Friday, from 9 AM to 6 PM, excluding public holidays.