Shipping Policy
This Shipping Policy describes how we process and deliver orders placed on cibili.com. It forms an integral part of our Terms of Sale.
1. Processing Time
Orders are processed within 1 to 3 business days after payment confirmation. Orders placed on weekends or French public holidays are processed the next business day.
You will receive a confirmation email when your order ships, with a tracking number when available.
2. Carriers
We currently ship via Colissimo (La Poste, France). Additional carriers (such as PostNL) may be introduced in the future depending on the destination.
3. Shipping Zones and Delivery Times
We ship worldwide. Estimated delivery times below are counted in business days from the date of shipment (not from the date of order):
| Zone | Estimated delivery time |
|---|---|
| France (metropolitan) | 2–4 business days |
| European Union | 5–8 business days |
| Rest of the world | 7–14 business days |
These timeframes are estimates provided by the carrier and are not guaranteed. Customs processing, postal strikes, or peak periods may cause delays.
4. Shipping Costs
Shipping costs are calculated at checkout based on destination and order weight. The total amount is displayed before payment confirmation.
5. Tracking
Once your order is dispatched, you will receive a tracking link by email. You can follow the delivery progress directly on the carrier's website.
6. Customs Duties and Taxes (International Orders)
For orders shipped outside the European Union, import duties, taxes, and customs fees may apply depending on the destination country. These charges are the responsibility of the Customer and are not included in the order total.
We recommend checking your local customs regulations before placing an order. If a parcel is refused or unclaimed due to unpaid customs fees, the cost of return shipping will be deducted from any refund issued.
7. Address Accuracy
You are responsible for providing a complete and accurate shipping address. We cannot be held liable for non-delivery, delays, or loss caused by an incorrect or incomplete address.
If a package is returned to us due to an invalid address, we will contact you to arrange a new shipment. Additional shipping fees will apply.
8. Lost or Damaged Parcels
If your parcel arrives damaged:
- Document the damage with photos at the time of delivery if possible;
- Report the issue to us at support@cibili.com within 72 hours of receipt, including photos of the damaged package and product;
- We will open a claim with the carrier and arrange replacement or refund once the claim is resolved.
If your parcel is lost in transit:
- Contact us at support@cibili.com if your tracking has not updated for more than 10 business days (France/EU) or 21 business days (international);
- We will open an investigation with the carrier;
- Once the parcel is officially declared lost by the carrier, we will arrange replacement or refund.
For non-EU customers, the same procedure applies, but resolution depends on the cooperation of local postal authorities and may take longer.
Claims reported after the timeframes above cannot be guaranteed to be processed.
9. Failed Delivery
If you are absent at the time of delivery, the carrier will typically leave a notice and hold the parcel at a pickup point for a limited time (usually 14 days). If you do not collect the parcel within this period, it will be returned to us and treated as a return at the Customer's charge (see Refund Policy).
