Star Water Filter® Delivery Conditions

General information

• Delivery is free to a collection point or home address, depending on the destination country and the available delivery methods, for orders of €150 or more, excluding zones 3 and 4, Overseas territories and countries or territories subject to customs formalities.
• The collection-point holding period is the period stated by the carrier in the parcel-availability notification. It is generally 5 days.
• Our parcels are dispatched from France.
• We do not offer delivery to the United Kingdom.

Formalities according to the delivery country

Check below the invoicing status and any formalities applicable according to your delivery country.

Table of available carriers

Carrier	Countries	Delivery	Indicative time
	Germany (excluding specific territories) Austria Belgium Bulgaria Cyprus Croatia Denmark (excluding specific territories) Mainland Spain Estonia Finland (excluding specific territories) France (including Monaco and Corsica) Greece (excluding Mount Athos and the Cyclades) Hungary Ireland Italy (excluding Campione d’Italia, Livigno, San Marino, Vatican City) Latvia Lithuania Luxembourg Malta New Caledonia Netherlands Poland Portugal (excluding specific territories) French Polynesia Romania Slovakia Slovenia Sweden Czech Republic	Home and/or collection-point delivery	Varies by destination (see details below)
	Canary Islands, Mayotte	Home delivery	Approx. D+8
	Spain France (including Corsica) Belgium Luxembourg	Collection point	3 to 6 days

Delivery zones

FRANCE: France, Corsica, Monaco
ZONE 1: Germany, Austria, Belgium, Spain, Italy, Luxembourg, Netherlands
ZONE 2: Denmark, Finland, Greece, Ireland, Portugal, Sweden
ZONE 3: Andorra, Bulgaria, Croatia, Estonia, Hungary, Latvia, Lithuania, Poland, Romania, Slovakia, Slovenia, Czech Republic
ZONE 4: Cyprus, Malta, French Polynesia
ZONE 5: Canary Islands, Mayotte
ZONE 6: Guadeloupe, Martinique, French Guiana, Réunion, Saint Martin, Saint Barthélemy

Detailed delivery conditions by carrier

Chrono Classic, GLS, FedEx, DPD, Colissimo, Mondial Relay

Order < €150
- France zone, zone 1: from €5.90
- Zones 2 and 3: from €9.90

Order ≥ €150
- France zone, zones 1 and 2: free
- Zone 3: from €11.90

DHL Express Worldwide

- Zone 4: from €30

TNT Express 24 h / Chrono 13 Pickup

- France zone: from €11.90

Colissimo International

- Zone 5: from €35

Tracked Letter* / Delivengo* (order < €32)

- France, Corsica and Monaco: €4.50
- Zones 1, 2 and 3 (excluding Andorra) + Cyprus and Malta: €6.90

Shipments handled by a carrier are delivered against signature or according to the specific instructions provided for the selected service. Delivery methods deposited directly in the letterbox do not benefit from the same handover arrangements as delivery against signature.

Information on Chrono 13 deliveries

For any order prepared and handed over to the carrier under the conditions allowing the Chrono 13 service to apply, delivery is scheduled before 1 p.m. on the following working day. This time frame excludes Saturdays, Sundays, public holidays and exceptional circumstances or exclusions provided for by Chronopost.

If the guaranteed delivery time is not met, our customer service can submit a compensation request to Chronopost. In order to comply with the carrier's claim deadline, the customer must notify us of the delay within a maximum of 5 days.

Where the request is accepted by Chronopost, the compensation currently provided by the carrier corresponds to 30% of the transport charges, as Chronopost considers that the delivery service has nevertheless been performed despite the delay.

The time frame is assessed on the basis of presentation of the parcel at the delivery address. Accordingly, where a presentation took place within the stated period but delivery could not be completed because the recipient was absent or due to a circumstance attributable to the recipient, no delay compensation may be claimed from the carrier.

This delivery method is available only for France, Corsica and Monaco.

Any compensation request must be sent to customer service stating the order reference. The request is then forwarded to Chronopost for review.

* The delivery times stated are indicative unless an express service with a guaranteed time has been specifically offered. Rates stated “from” vary in particular according to parcel weight and destination.

Important: for international deliveries outside the EU, delivery charges do not include any customs duties, taxes or charges payable at destination. Store prices are displayed without French VAT when the customer is logged in and identified with a delivery address located in a territory where French VAT does not apply.

General delivery conditions

Products are delivered to the address or collection point selected when the order is placed.

Premium Water Distribution SAS delivers the products on the date or within the period indicated to the customer when the order is placed. Where no specific indication is given, delivery takes place without undue delay and within the period provided for by the applicable regulations.

The delivery times shown on this page correspond to the times usually observed or communicated by the carriers. They are indicative unless an express delivery service with a guaranteed time has been specifically selected.

A tracking number is normally sent to the customer by email, SMS or carrier notification so that the parcel can be tracked.

Parcels are generally delivered against signature depending on the selected service. Tracked Letters and certain postal services may be deposited directly in the letterbox.

For sales concluded with a consumer, any risk of loss of or damage to the products passes to the consumer when the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the goods.

Where the consumer personally entrusts delivery to a carrier other than those offered by Premium Water Distribution SAS, the risk passes to the consumer when the goods are handed over to that carrier.

Delivery tracking

The customer is invited to track the parcel using the tracking number provided.

If the customer is absent during a home delivery, the carrier may in particular arrange another delivery attempt, make the parcel available at a collection point in its network or ask the recipient to provide new delivery instructions.

The customer must consult the tracking information and carrier notifications to find out which arrangements have been made and, where applicable, collect the parcel within the stated holding period.

Collection point changed while the parcel is in transit

A carrier may have to change the collection point initially selected due to operational constraints, closure, saturation or unavailability of the chosen location.

The customer is informed of the new collection point by the carrier or through the tracking information.

Where the replacement collection point is located an abnormally long distance from the location initially chosen, the customer is invited to contact our customer service so that a solution can be sought.

Non-collection, incorrect address or failed delivery

The customer is responsible for the accuracy of the contact and delivery information provided when placing the order.

Where a parcel is made available at a collection point, the customer must collect it within the holding period stated by the carrier.

Failure to collect a parcel, refusal for a reason unrelated to visible transit damage, or return due to an incorrect or incomplete address attributable to the customer does not constitute exercise of the right of withdrawal.

Where, for one of these reasons, the parcel is returned to Premium Water Distribution SAS, the order is refunded after receipt and inspection of the return, less the initial delivery charges actually incurred and the actual return charges invoiced to Premium Water Distribution SAS by the carrier.

If the customer ultimately wishes to receive the products, a new order must be placed.

Parcel damaged by the carrier

The customer must inspect the external condition of the parcel when it is handed over or collected.

If the parcel is open, torn, crushed, dented, repackaged, wet or shows signs of impact or any other visible damage, its condition and, where possible, its contents must be checked immediately.

Home delivery

For home delivery, the customer must inspect the parcel in the presence of the driver.

Where visible damage is present, precise, complete and detailed reservations must be entered on the carrier's delivery note or terminal before signing or confirming receipt.

The reservations must state the condition of the parcel and, where damage to the contents is found, the name or reference of the part concerned and the exact nature of the damage.

General wording such as “subject to unpacking”, “subject to inspection”, “parcel damaged” or “packaging damaged” is insufficient to identify the damage precisely.

Where the parcel and its contents are clearly very seriously damaged, the customer must refuse delivery and state the nature of the damage precisely on the carrier's document.

Collection from a parcel shop or retailer

The customer must inspect the external condition of the parcel before leaving the collection point.

If visible damage is present, the customer must report it immediately to the retailer or person responsible for the collection point and ask for the issue to be recorded where the carrier's system allows this.

Where possible, the contents of the parcel must be checked on site.

If the collection point cannot formally record a reservation, the customer must immediately take photographs on site and contact Star Water Filter® customer service without delay.

Collection from an automated locker

When collecting from an automated locker, the customer must inspect the condition of the parcel as soon as the locker is opened.

If the parcel shows visible damage, it must be photographed immediately, before any further handling, and Star Water Filter® customer service must be contacted without delay.

Photographs and evidence required for a carrier claim

To open any carrier-damage claim, the customer must provide the photographs needed to establish the facts.

The photographs must in particular show:

• the parcel as a whole;
• the areas of the box showing impacts, crushing, openings, tears or other damage;
• the shipping label still attached to the parcel and perfectly legible;
• the internal protective materials and packaging;
• the damaged product(s) and the precise nature of the damage.

The box, protective materials, shipping label and packaging items must be kept until the claim is closed.

The carrier or Premium Water Distribution SAS may request additional photographs or require the parcel to be retained for inspection.

Failure to make precise reservations or immediately report visible damage may prevent Premium Water Distribution SAS from successfully pursuing a claim against the carrier.

Where damage could not be identified at the time of delivery or collection, the customer must contact Star Water Filter® as soon as it is discovered and send the photographs and information needed to examine the case without delay.

Where the reservations, photographs or evidence required to open a carrier claim are unavailable, any complaint will be examined in light of all available evidence, including the condition of the parcel, the nature of the damage, the time taken to report it, available photographs, the shipping label, protective materials and tracking data.

These provisions governing carrier claims do not affect the consumer's statutory rights against the seller.

Damaged product, incomplete parcel or incorrect product

The customer must check the contents of the order as soon as it is received.

In order to preserve evidence and allow us to carry out the necessary checks quickly, any visible issue, damaged product, missing part, missing product or incorrect reference must be reported to customer service within 48 hours of receipt.

The customer must keep the box, protective materials, bags, shipping label and products received until the case has been processed.

Premium Water Distribution SAS may request photographs and compare the complaint with objective information available regarding preparation and dispatch of the order, including references picked, logistics checks, parcel-weight data and other available traceability information.

A report made after the 48-hour period does not deprive the consumer of statutory rights. The time elapsed and the available physical and traceability evidence may nevertheless be taken into account when assessing the reality, circumstances and origin of the alleged issue.

Where a product was sent in error by Premium Water Distribution SAS, return instructions are provided to the customer and the corresponding costs are borne by Premium Water Distribution SAS.

Where a product is genuinely missing, it is dispatched as soon as possible after the complaint has been checked.