Delivery Policy

1. Order preparation

Every order is prepared by hand in our Cholet workshop. It is shipped within 5 working days of payment being confirmed.

Orders are not shipped at weekends or on public holidays.

2. Delivery methods and rates

ZoneDelivery methodRate and conditions
Mainland FranceMondial Relay pick-up point€6.90
Free on orders from €120
Mainland FranceStandard home delivery€9.99
Parcels up to 2 kg
Mainland FranceStandard home delivery€14.90
Parcels over 2 kg
Mainland FranceExpress home delivery€12.99
European UnionInternational Standard€22

Free delivery from €120 applies only to Mondial Relay pick-up point delivery in mainland France. All other delivery methods are charged, whatever the order value.

European Union: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

Destinations not listed above are not served at present. Delivery charges are calculated and displayed before payment is confirmed.

3. Delivery times

Estimated times, counted from payment confirmation, including preparation and transit:

DestinationDelivery time
Mainland France: pick-up point and Standard3 to 10 working days
Mainland France: Express2 to 7 working days
European Union5 to 15 working days

These times may be longer during busy periods (the festive season, sales) or in the event of unforeseen delays with the carrier.

4. Pick-up point delivery

In mainland France, you can have your order delivered to a Mondial Relay pick-up point.

  • Price: €6.90, free on orders from €120.
  • Choosing your pick-up point: select "Livraison en Point Relais Mondial Relay" (Mondial Relay pick-up point delivery) at checkout, then choose your pick-up point on the map that appears just after your order is confirmed.
  • If you don't choose a pick-up point, the one nearest to your delivery address is assigned automatically.
  • The address and opening hours of your pick-up point can be viewed at any time on your order tracking page.
  • Mondial Relay will let you know as soon as your parcel is ready for collection. Please bring a form of ID to collect it.

5. Order tracking

As soon as your order has been shipped, you will receive a confirmation email containing a tracking number. This number lets you follow your parcel's journey on the carrier's website.

6. Delivery problems

If there is a problem (significant delay, or a damaged or missing parcel), please contact us as soon as possible at societe@phlame.live. We will do everything we can to find a solution as quickly as possible.

7. Damaged parcels

If your parcel arrives damaged, you can:

  • refuse it from the carrier;
  • or accept it and report the problem to us, with photos, within 48 hours of receipt.

8. Delivery address

You are responsible for the accuracy of the delivery details provided when ordering. PHLAME cannot be held responsible if delivery proves impossible because of an incorrect or incomplete address.

9. Contact

For any questions about delivery: societe@phlame.live