Shipping policy
This policy details how MARGO ships orders. All shipments are operated by Kelyon Group LTD from our European fulfilment partner, in cooperation with the carriers listed below.
1. Order processing
Any order placed before 2pm (Paris time, CET/CEST) on a working day is processed the same day. Orders placed after 2pm, on weekends or French bank holidays are processed the next working day.
Average preparation time: 1 to 2 working days.
During sale or peak periods (December, January, June), please allow up to 2 additional working days for preparation.
You receive a confirmation email when the order is registered, and a second email with your tracking number when the parcel is dispatched.
2. Shipping zones, services and costs
We currently ship to France (primary market) and the following European countries: Belgium, Luxembourg, Germany, Italy, Spain, Portugal and Switzerland. All prices are shown in Euros (EUR, €), inclusive of VAT where applicable. Shipping cost is shown clearly at checkout before payment.
| Destination | Service | Estimated time | Cost |
|---|---|---|---|
| France (mainland) | Standard (Colissimo / Mondial Relay) | 2–4 working days | €6 (free over €100) |
| France (mainland) | Express (Chronopost / DPD) | 1–2 working days | €12 |
| Belgium, Luxembourg | Standard (DPD / Mondial Relay) | 2–4 working days | €8 |
| Germany, Italy, Spain, Portugal | Standard (DHL / DPD) | 3–6 working days | €12 |
| Switzerland | Standard (DHL Express) | 4–7 working days | €18 |
Free standard shipping is offered on orders over €100 within mainland France.
3. Customs duties and import taxes (Switzerland)
Switzerland is not part of the European Union customs territory. For shipments to Switzerland, customs duties, Swiss VAT (TVA / MWST) and import taxes are payable by the recipient and are not included in the order total or shipping cost. The carrier may contact you directly to collect these fees before final delivery. Refusal to pay applicable duties may result in the parcel being returned at the Customer’s cost.
4. Order tracking
As soon as your order is dispatched, you receive an email with your tracking number and a direct link to the carrier’s tracking page. Please check your spam folder if you have not received it within 48 hours of ordering.
If no tracking event appears for more than 5 working days after dispatch, please contact us at contact@margo-paris.com — we open a carrier investigation immediately.
5. Delivery options
- Home delivery: door-to-door delivery; signature required for orders over €200
- Pickup point: where available (Mondial Relay in France and Belgium, DPD Pickup across the EU)
- Locker delivery: where available, depending on the carrier and destination
6. Address modification
Address changes are possible only before dispatch. Contact us as soon as possible at contact@margo-paris.com with your order number and the new full delivery address.
Once the parcel is dispatched, the address can no longer be modified. You will need to wait for receipt and proceed with a return if necessary.
7. Lost or undelivered parcel
If the carrier marks your parcel as “delivered” but you have not received it:
- Check with neighbours, your concierge, your letterbox and any safe place noted on the delivery confirmation
- Wait 48 hours: a number of “delivered” notifications precede physical delivery by a few hours
- If still not found, contact us at contact@margo-paris.com within 14 days of the supposed delivery date
- We open a carrier investigation immediately (typically resolved within 5 to 10 working days)
- Depending on the outcome, we will offer either a re-shipment or a full refund
Until physical delivery, the goods remain at our risk, in accordance with EU Directive 2011/83/EU (Article 20) and Article L.216-4 of the French Consumer Code.
8. Damaged parcel on arrival
If the parcel arrives visibly damaged, we recommend that you note your reservations on the delivery slip and refuse the parcel where the damage is significant. Then contact us at contact@margo-paris.com within 48 hours with your order number and clear photographs of the parcel and contents. We arrange a free replacement or a full refund.
9. Packaging
Each piece is delivered in its cotton dust bag and presentation packaging. The whole is protected by recycled, recyclable shipping packaging. We avoid plastics wherever possible and select FSC-certified materials.
10. Force majeure and exceptional circumstances
Estimated delivery times are given in good faith. They may be exceeded in case of events beyond our control (weather events, strikes, sanitary restrictions, customs disruptions, public holidays in transit countries). We keep you informed and assist you to find the best solution.