Shipping policy
Delivery
When will I receive my order?
In general, it takes 3 to 7 days to process an order, after which it is dispatched. Shipping time depends on your location, but can be estimated as follows:
- United States: 3-4 working days
- Europe: 6-8 working days
- Australia: 2-14 working days
- Japan: 4-8 working days
- International: 10-20 working days
Where will my order be shipped from?
We work with an on-demand fulfilment company with facilities all over the world!
Will I have to pay customs duties on my order?
Additional customs duties and taxes may apply to international orders. We have no control over these charges, which are assessed by your local customs office. Customs policies vary considerably from one country to another.
Please check with your local customs office to see if they apply duties and taxes to your purchases.
My order should have arrived, but I still haven't received it. What should I do?
We can help you. Before contacting us, please make sure you follow these steps:
- Check your shipping confirmation email to see if there is an error in the delivery address.
- Ask your local post office if they have your parcel.
- Visit your neighbors in case the courier has left the parcel with them.
If the delivery address is correct and the parcel has not been dropped off at the post office or your neighbor’s house, contact us at shop@pro.root-me.org quoting your order number. We will get back to you as soon as possible.
Orders
How can I track my order?
You will receive a tracking link by e-mail when your order is dispatched. If you have any questions about the tracking or shipping of your order, please contact us at shop@pro.root-me.org.
I have received an incorrect/damaged product, what should I do?
We're sorry if the product you ordered arrived damaged. To help us resolve this problem quickly, please email us at shop@pro.root-me.org within a week with photos of the damaged product, your order number and your telephone number.
We will offer you a prompt solution!
Returns - withdrawal rights
We do not offer product replacement in the event of a size change or for other reasons outside the legal withdrawal period.
If you're not sure which size is best for you, check our size guides before you buy: we have one for every item listed on our shop, in the product description section.
In all cases, if you have any difficulty with the item(s) you have received, please contact us directly at shop@pro.root-me.org
Do I have a right of withdrawal and and under which terms?
In accordance with the provisions of the French Consumer Code, you have a period of fourteen (14) working days from the date of delivery of your order to return any product that does not suit you and request an exchange or refund without penalty, with the exception of the cost of return, which remains your responsibility.
This period runs from the day after delivery of the product(s). If this period expires on a Saturday, Sunday or public holiday, you have until the next working day.
In order to be returned, your item must be unused and in the condition in which you received it. It must also be in its original packaging and returned within fourteen (14) days of notification of your decision to cancel. Damaged, soiled or incomplete products cannot be returned.
In accordance with the regulations in force, the right of withdrawal does not apply to sealed products which have been unsealed after delivery and which therefore cannot be returned for reasons of health protection or hygiene, or to goods made to the consumer's specifications or clearly customised.
How can I exercise my right of withdrawal?
The right of withdrawal can be exercised using the withdrawal form available here: Shop Root-Me withdrawal form, to be completed and returned to us by e-mail to: shop@pro.root-me.org
You can also submit your return request via this link:
https://shopify.com/76202049885/account- Log in to your account:
- In the "E-mail" field, enter your e-mail address, then click "Continue".
- In your e-mail account, open the e-mail sent from our store and copy the six-digit verification code included in the e-mail.
- Return to the online store, then enter a six-digit verification code.
- Click on the order for which you wish to request a return.
- If your order contains more than one item, select those you wish to return.
- Select a reason for return and add a note for the store.
- Click on "Request a return". If your return request is approved and requires shipping, you'll receive an e-mail with shipping instructions. Once the product has been returned, you will receive a refund.
Will I receive a full refund?
You are responsible for the shipping costs associated with returning your item. They are not refundable. If you receive a refund, the cost of return postage will not be included in the amount refunded.
The refund will be made within fourteen (14) days of notification of the decision to withdraw, subject to the effective return of the products concerned.
Where should I send my parcel?
The return address to use to send your item back depends on the reason for your return:
- In the case of damaged items or an error on our part in the order (you have not received the right size, the right item or the right colour of item): we invite you to return the item(s) concerned to Printful, our service provider. You will find the correct address on the parcel label and on the delivery note enclosed with the parcel. If you have any problems identifying this address, please contact us at shop@pro.root-me.org.
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If you wish to exercise your right to withdraw from the order to obtain a refund or a product exchange (size exchange): please return the item(s) to us at the following address: Root-Me Pro, 29 bis Chemin de grave, 69450 Saint Cyr au Mont d'Or, FRANCE.
If you have any questions about the delivery address, please contact us here: shop@pro.root-me.org