1. Order Processing, Delivery Times and Shipping Fees
We deliver throughout mainland France. Orders are processed within 2 to 3 business days and are then delivered within 10 to 14 business days by Colissimo, Colis Privé, ColiColi or La Poste, depending on the product.
Standard tracked shipping costs €4.90. Shipping is free (€0.00) on orders of €75 or more.
The exact shipping charge and estimated delivery time for your order will be displayed before you confirm payment.
2. Tracking Your Order
Once your order has shipped, you will receive your tracking number by email within 24 hours. You can use it on our Track My Order page or on the carrier’s website.
3. Receiving Your Parcel
Please inspect the condition of your parcel upon delivery. If you notice any issue (including a damaged parcel or a missing or broken product), note any reservations on the delivery slip where possible and contact us. Failure to record reservations does not affect your statutory rights, including the legal guarantees and right of withdrawal described in Articles 7 and 8 of our Terms and Conditions of Sale.
If your parcel is marked as delivered but cannot be located, or if it never arrives, email us at contact@imaginelamaison.com or call +1 (438) 502-0838. We will open an investigation with the carrier and, where appropriate, resend your order at our expense or issue a full refund.
4. Delivery Delays
Unless otherwise stated when you place your order, delivery will take place no later than thirty (30) days after the contract is concluded, in accordance with Article L. 216-1 of the French Consumer Code. If this period is exceeded, Article 6 of our Terms and Conditions of Sale explains your rights, including the right to cancel the order and receive a full refund within 14 days.
5. Duties, Taxes and Final Price
The price shown when you place your order is the final price and includes VAT and any applicable import duties. No customs duties or additional charges will be payable upon delivery in mainland France (see Article 5 of our Terms and Conditions of Sale).
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Returns and Refunds
6. Our 30-Day Money-Back Guarantee
You have thirty (30) days from receipt of your order to return a product that does not meet your expectations and request an exchange or refund. The product must be returned complete and must not be damaged beyond what is reasonably necessary to inspect it. This commercial guarantee is in addition to, and does not replace, your statutory rights described in Sections 7 and 9.
7. Your Statutory 14-Day Right of Withdrawal
Separately from the guarantee above, you have a statutory right to withdraw from your purchase without giving any reason within fourteen (14) calendar days of receiving your order, in accordance with Articles L. 221-18 et seq. of the French Consumer Code.
You may exercise this right in any of three ways: through the online “Withdraw from the contract here” function available in the footer (you will immediately receive a dated acknowledgement), by using the model withdrawal form on our dedicated page, or by sending us any other clear statement by email. Full terms, including the 14-day return period, reimbursement of standard outbound shipping costs and applicable exceptions, are set out in Article 7 of our Terms and Conditions of Sale.
8. How to Return a Product
Notify us by email at contact@imaginelamaison.com or by telephone at +1 (438) 502-0838, stating your order number, the product concerned and whether you would prefer an exchange or a refund.
We will confirm the return instructions within 72 business hours.
Send the complete product to:
GESTION CHEF PAUL TOUSSAINT INC (Imagine La Maison)
2025 rue d’Auvergne
Laval, Quebec H7G 2G8
Canada
The return period begins on the date of your request. We recommend using a tracked shipping service.
Your refund or exchange will be processed once the returned product has actually been received; see Section 10.
Return shipping costs are your responsibility, including when exercising the statutory right of withdrawal, as explained in Article 7 of our Terms and Conditions of Sale. No restocking fee applies, regardless of the reason for the return.
9. Parcel Not Received, or Incorrect or Damaged Product
These situations are fully covered at no cost to you: an order that never arrives, a product that arrives damaged or defective, or a product that differs from the one ordered. Contact us by email or telephone and, where possible, include a photograph. We will promptly offer either to send the correct product at our expense or to issue a full refund, at your choice. Your statutory guarantees—including the two-year legal guarantee of conformity and the warranty against hidden defects—apply in all circumstances, as detailed in Article 8 of our Terms and Conditions of Sale.
10. Refunds
Refunds are issued, without charge, to the payment method used for the order within fourteen (14) calendar days after the returned product has actually been received and, in all cases, within the statutory time limits. Depending on your bank, it may take an additional 3 to 5 business days for the funds to appear. Where the statutory right of withdrawal is exercised, the refund includes the original standard shipping charges.
11. Questions?
Customer Service: contact@imaginelamaison.com — +1 (438) 502-0838 — Monday to Friday, 9:00 a.m. to 6:00 p.m. (Paris time).
We respond within 72 business hours. You may also consult our FAQ and our Terms and Conditions of Sale (Articles 5 to 8).
Page last updated September 6, 2026.