Shipping

All articles shown are available from stock, except bedding and decorative items, made to order. The manufacturing lead time will be 6 days after your order has been placed.

Same day shipping is applied for all orders placed before 10 a.m. from Monday to Friday on items available in stock. Please pay attention to the fact that in some countries importations are submitted to customs duties, which can't be estimated by Pyrenex.

Please refer to your local Customs Regulation Offices. We deliver worlwide : please fill in your postcode and country to see if your address is eligible to deliveries by our partner UPS.

What are the shipping times and rates?

All articles sold on our website are available from stock and ready for shipment, except bedding and decorative items, made to order. The manufacturing lead time will be 6 days after your order has been placed.

Same day shipping is applied for all orders placed before 10 am from Monday to Friday on products in stock. For all orders placed after 10 am, your parcel will be shipped the next working day.

Delivery is carried out by UPS. Freight charges are based on your delivery address and are then calculated at the moment when you place your order. You can choose between 2 options : UPS Express Saver or UPS Standard. Your tracking number will be sent by email once the courier takes over your parcel. By clicking on it, you will access an tracking interface from our carrier. Your parcel tracking number will also be available in your customer area, under MY ORDERS.

What happens if I’m not in when my parcel is delivered ?

If the order recipient is absent at the time of delivery, notice will be left to indicate when and where to pick up the package. To collect your parcel, present the delivery notice or the tracking number shown in the shipping confirmation email sent to you by the Pyrenex e-boutique, with a valid identification. If the time limit expiring is your fault (for example, the delivery address you provided was incorrect, or you have not been to collect the parcel within the 10-day limit) you will be responsible for the cost of returning the parcel. If you do not collect your parcel within 10 working days, it will be returned to us.We will then contact you as quickly as possible to confirm your delivery details.

Where will I have to go to pick up my parcel?

For all orders placed on the website, you will receive an email reminding you of the delivery address you supplied. If you are out when the delivery arrives, our partner (UPS) will leave a note explaining which post office you must go to collect your parcel.

Can I change a delivery address / the contents of the delivery?

Once the order has been confirmed, it is unfortunately no longer possible to make any changes. This is because, to guarantee you the shortest delivery times, we prepare and dispatch your order soon after you validate your basket. However, it is possible to amend your default address for your next orders within the ‘my adresses’ section in your client area.

Which countries are eligible for delivery?

Up to this day, PYRENEX ship products worldwide with the exception of the following countries where we don't deliver: Afghanistan, Angola, Anguilla, Armenia, Azerbaïdjan, Bangladesh, Benin, Bhoutan, Botswana, Burkina Faso, Burundi, Cameroun, Cap Verde, Central African Republic, Comores, Congo, Congo RDC, North Corea, Ivory Coast, Djibouti, Erythrea, Gabon, Gambie, Georgia, Ghana, Guam, Guinea, Equatorial Ginea, Guinea-Bissao, Haïti, Mauritius, Iraq, Japan, Kazakhstan, Kenya, Kirghizistan, Lesotho, Liberia, Madagascar, Malawi, Mali, Mauritania, Mayotte, Mongolia, Mozambic, Namibia, Niger, Nigeria, Ouganda, Ouzbekistan, Pakistan, Rwanda, Sao Tomé, Sénégal, Sierra Leon, Soudan, Syria, Tadjikistan, Tanzania, Tchad, Oriental Timor, Turkmenistan, the United Kingdom, Yemen, Zambia, Zimbabwe

Return

Satisfied or money back guarantee Counting from the date your order is received, you have 30 (thirty) working days in which to return the products ordered. Returns to shops are not accepted. Returns can only be made by adhering strictly to the procedure below. Your refund will take effect within 30 (thirty) days of receiving the items. You will be refunded by crediting the bank account used for your payment. To make a return, you must connect to your client account and fill in the return sheet. Once completed, print it to join it to your parcel.

How do I return goods ?

Counting from the date your order is received, you have 30 (thirty) working days in which to return the products ordered. Returns to shops are not accepted.

Products must be returned in their original packaging, with their labels intact and any accessories included, in perfect condition for re-sale. They must not therefore have been worn, washed or damaged, or used in case of bedding items.

Returns can only be made by adhering strictly to the procedure below.

Return process :

  • - Connect to your account at www.pyrenex.com
  • - Click on «details» regarding your order
  • - Select the product(s) you wish to return, the quantity and fill in a reason in the specific field.
  • - Validate


If the order was delivered to a country inside the European Union :

  • - Your UPS return label will be available by selecting “print out” under the corresponding field in the return section of your account. It will also be sent to you by e-mail.
  • - Print it and place it on your package. You will be able to drop it off at the nearest UPS Access Point.
  • - Find the closest UPS access point to return your package at https://www.ups.com/dropoff/
  • - For Pyrenex to take responsibility for any loss of products during transporting returns, we would advise you to send all your returns by registered post with acknowledgement of receipt, without which we will be unable to refund the cost of the items.
  • - It is your responsibility for you to check that the shop manager scans the label as soon as the parcel is dropped at the UPS Access Point in your presence, as you will not get a paper receipt. In case of loss or damage of your package, Pyrenex should not be held responsible for any claim if this condition is not met.
  • - Returns are free of charge.


If the order was delivered in the United-Kingdom :

  • - Your UPS return label will be available by selecting “print out” under the corresponding field. It will also be sent to you by e-mail. Print it and place it on your package using the provided adhesive sleeve. You must enclose with it the « Proforma Invoice » which you will be able to print in your return section as well. You will be able to drop it off at the nearest UPS Access Point.
  • - Find the closest UPS access point to return your package at https://www.ups.com/dropoff/
  • - For Pyrenex to take responsibility for any loss of products during transporting returns, we would advise you to send all your returns by registered post with acknowledgement of receipt, without which we will be unable to refund the cost of the items.
  • - It is your responsibility for you to check that the shop manager scans the label as soon as the parcel is dropped at the UPS Access Point in your presence, as you will not get a paper receipt. In case of loss or damage of your package, Pyrenex should not be held responsible for any claim if this condition is not met.
  • - Returns are free of charge.


If the order was delivered in a country outside the European Union and the United-Kingdom :

  • - The customer should send the package back to Pyrenex with the return slip inside the parcel, by all appropriate means and at customer's expense at following address:
PYRENEX ENTREPOT
RETOURS ESHOP
267 ROUTE DU CALOY
40090 SAINT-PERDON, FRANCE

  • - In this case, Pyrenex should not be held responsible for any loss or damage that may occur during transport.
  • - Return shipping costs are not covered by Pyrenex. We do not cover the cost of transport or customs duties for returns outside the EU and the UK. Should any costs be incurred by Pyrenex regarding your return, these costs will be deducted from your refund.

If the above conditions are met, the total amount of the items returned, including VAT, will be refunded (for returns from outside the European Union, Pyrenex reserves the right to deduct 16 to 20 € from the refund of returned articles, in participation of customs clearance fees the forwarder may apply). Your refund will take effect within fifteen (15) days of receiving the items. You will be refunded by crediting the bank account used for your payment.

Is it possible to return my item in a store?

No, items can only be returned following the procedure described above.

Have you received my returns ?

You will receive an email as soon as your parcel is received at our logistics centre. If you have not received an email confirming receipt within 10 days of returning your items, please contact the Customer Service Department and we will get back to you as soon as possible. We would recommend including your parcel reference number with your message.

What should I do if my parcel is damaged on arrival ?

On receipt of your parcel, if you see that the packaging is showing signs of damage, you may either : refuse the parcel, in which case it will be returned straight to our logistics centre : or ask for it to be delivered to your post office so that you can open it in the presence of an authorised officer. If your parcel has been accepted by an unknown third party, you can fill in the Post Office contact form. A customer advisor will look into your request and you will be sent a response within 2 working days. In any case, you may not accept the parcel whilst expressing reservations.