CUSTOMER CARE

Shipping methods

Mosaisparis.com delivers parcels all over the world via Fedex. All orders are processed within 5 to 10 working days. However, during sale seasons orders might suffer a slight delay due to an excessive amount of orders being filled out.

Mosaisparis.com will not be held responsible for a delay in shipment caused by weather conditions, international customs issues or any other circumstances beyond the control of MØSAÏS. All shipments are accompanied with an official invoice with the exact declared value of each item in euro. Sale and discounted items reflect discounted prices. Worth of goods will be publicly available on the package’s insert for tax reasons on all orders.

Once orders are sent the cancellation of it or a change of delivery address will no longer be possible, please make sure to fill out a correct address when checking out. Once you receive your parcel, you can ask for the return or exchange within 14 days you (or someone you nominate, other than a carrier) received the goods.

Orders

MØSAÏS has created and published the website mosaisparis.com with the mission to offer a service exclusively for its own Clients.

The products on sale on the website mosaisparis.com are destined to the Final Customer. By “Final Customer” mosaisparis.com intends person or persons who do not operate their own entrepreneurial or professional activities that may include but not limited to the re-sale of merchandise purchased at mosaisparis.com. Therefore, mosaisparis.com requests Users who are not considered a “Final Customer” to refrain from attempting to establish business relations with mosaisparis.com or use accounts of third parties to forward purchase orders relative to the merchandise on sale. In regard to the commercial policy described above, mosaisparis.com reserves the right to not process orders from persons that are not the Final Customer and any other orders that are not in conformity with the said commercial policies. mosaisparis.com reserves the right to decline to process an order and/or offer services to anyone at any time.

mosaisparis.com reserves the right to decline an order in the event that the order does not receive express verification or approval from the Client’s bank. mosaisparis.com reserves the right to delay a shipment if the order is not able to be shipped for reasons beyond our control.

Once your order has been placed, you will receive an email acknowledging the details of your order. This email is NOT an acceptance of your order, just a confirmation that we have received it. Unless you cancel your order, acceptance of your order and completion of the contract between you and mosaisparis.com will be completed when we email you that the goods have been dispatched. Neither our third party payment processor nor our nominated courier has the authority to accept an order on behalf of mosaisparis.com. We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorization for payment, that shipping restrictions apply to a particular item, that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn, or that you do not meet the eligibility criteria set out within the Policy. We may also refuse to process and therefore accept a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any merchandise from mosaisparis.com whether or not that merchandise has been sold, removing, screening or editing any materials or content on mosaisparis.com, refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

Whilst every effort is made to make sure details on our website are accurate, we may from time to time discover an error in the pricing of products. If we discover an error in the pricing of a product in your order, we will let you know as soon as possible. We shall be under no obligation to accept or fulfil an order for a product that was advertised at an incorrect price and reserve the right to cancel such an order that has been accepted or is in transit. If you order a product that is priced incorrectly for any reason, we will email or telephone you to inform you that we have not accepted your order and/or that the relevant part of your order has been cancelled. If you have already paid for the goods, we shall refund the full amount as soon as we are able. In the event that products are recalled in transit, we will process your refund once the products have been returned to us.

Available items

Orders made of available items, upon confirmation of their availability and check of the bank transaction, will be processed the next working day of the order’s placement. The amount of the transactions made by credit cards will be settled only when processing the order.

If the payment method chosen is bank transfer, the order will be tendered to the carrier only after the payment is confirmed and validated on our bank account.

Please note that during seasonal sales and promotional sales, delay may occur in the order’s processing.

Pre-orderable items

A pre-order is the reservation of an item that is not yet available for sale, but will be soon. Pre-order items are shipped upon the arrival of the products in the warehouse within the time that is stated on the item’s purchase page. In case the merchandise in pre-order fails in delivery, mosaisparis.com will promptly inform and refund customers. mosaisparis.com will not be held responsible for a delay in shipment caused by circumstances beyond the control of MØSAÏS that cause pre-ordered products to arrive at the warehouse later than the time specified on the product’s purchase page. In Pre-order purchases credit cards are debited at the moment the order is placed. Pre-order products that are purchased by bank transfer must be paid for within 48 hours of placing the order as stated in the bank transfer guidelines.

Regarding order with available items and pre-orderable items, shipment will happen in 2 different phases:

– Available merchandise will be shipped with standard shipping methods.
– Pre-orderable items will be shipped right after items are available in stock

Delivery time

mosaisparis.com processes orders in France, Paris from Monday to Friday. mosaisparis.com processes orders the day after the order’s placement, or the next available working day. Orders placed from Friday to Sunday, or holiday will be processed the following business day.

mosaisparis.com ships all over the world via Fedex. mosaisparis.com cannot be accountable for carrier delays or delays caused by holidays, meteorological conditions, customs inspections and other circumstances that are irrelevant to mosaisparis.com’s control.

Once shipped, arrival time of packages may vary from country to country.

Shipping costs

Free shipping for any orders above 295euros.

25euros for all orders under 295euros

We ship DDU (delivery duties unpaid) which means any duties will be charged once the parcel reaches its destination country. MØSAÏS unfortunately cannot be held responsible for any possible duties and taxes which may be applied by customs in the country where delivery is made. The responsibility for any custom duties, foreign taxes or other fees which may be imposed will rest with the customer. Please contact your local customs offices if you would like to seek more information regarding taxes and duties as these charges vary widely form country to country.

Shipment tracking

When the order will be tendered to the courrier, customers receive an email from Fedex providing the tracking number (AWB) related to the order.

To monitor the status of your order, customers may visit Fedex official website and insert the given AWB number in the specific area “Track Your Shipment”.

Shipment insurance

From the moment of dispatch the package is fully insured with Fedex against damage, theft and loss. Once the package has been signed for by the customer the responsibility shifts to the customer and the insurance is void. We urge customers to not accept packages that are damaged, broken or seem to have been tampered with. In such cases contact our customer care team at contact@mosaisparis.com for support. We do not offer returns based on these accusations once the package has been signed for.

The goods are your responsibility from the time we deliver them to the address you gave us. Any claim regarding damages, missing merchandise and/or delivery to the wrong address, must be received by mosaisparis.com within 10 days from the order’s delivery date, otherwise the claim will not be accepted. If the package is not successfully delivered to the Client’s address due to a lack of cooperation from the Client (wrong telephone number, wrong address, absent at address, non-compliance with import regulations) as per the mosaisparis.com commercial agreement, the package may risk being sent back to France at the Client’s expense including any import fees that may be assessed upon re-entry to Italy. These fees will be deducted from any eventual reimbursement.

At delivery time, customers are kindly invited to carefully inspect the parcel before signing and confirming the completed delivery of the same.

In case the customer receives a parcel that has been opened by Customs or by the Carrier for authorized inspections, the parcel will be closed with a guarantee seal by the specific body.

If the parcel appears damaged, customer is kindly invited to sign the delivery of the parcel with the note “Received unchecked”, or to refuse the delivery of the parcel. In case the parcel will not result untouched, customers is kindly invited to open a claim with the local Fedex office and promptly contact mosaisparis.com at the e-mail address contact@mosaisparis.com.

If the parcel is not intact, and the customer signs the delivery without the note “Received unchecked”, delivery will be deemed automatically accepted and consequently mosaisparis.com will not accept any related claim.

Failed Delivery

By placing an order, customers establish a commercial relationship with mosaisparis.com and commit to accept delivery of the parcel related to the order placed. If the parcel cannot be delivered to the given shipping address due to causes ascribable to the absent cooperation of the customer (wrong or incorrect phone number, wrong or incorrect shipping address, absent receiver), or if the customer refuses to collect the parcel, the parcel will be returned to the sender mosaisparis.com in France at customer’s expense. The expense includes shipping costs and any duty and tax fees; the amount will be deducted from the total amount of the order to be refunded.

WARNING FOR SHIPMENTS TO THE RUSSIAN FEDERATION (RUSSIA) mosaisparis.com informs that it is not allowed to send jewelry to the Russian Federation.

Return and exchange

For any reason, customers can return the order, entirely or partially, mosaisparis.com accepts exchanges or refund within 14 days from the receipt of the merchandise. Items must be returned in the same original conditions, neatly packed.

Please note that we can only accept exchanges from the country which the shipment was sent to.

In order to start the exchange or refund process the customers can contact the MØSAÏS customer care team via email at contact@mosaisparis.com.

Stating the order number, reason for return and whether it’s a request for product exchange or a refund.

The customer will then receive an email with a return authorization which must be sent back with the item/s in question.

Please follow the instructions given by the customer care team while sending your return back to MØSAÏS avoiding any discrepancy.

Item/s that will not match MØSAÏS’s return policy will not be taken into consideration and sent back to the customer at his own cost.

Refund

In case customer requests the refund of the item(s) returned, the credit note will be issued after the parcel is returned to our warehouse and only after the quality check on the item(s).

The refund procedure will take 10 days from the arrival of the item/s at the warehouse. Any changes in currency during the return period will not be reimbursed.

Orders paid by credit card will be refunded to the original card used during checkout. The refunded amount will be available within the next billing statement. This may change depending on banks and credit providers, it could take up to 30 working days.

Bank transfer refunds will be refunded to the original account after the customer has sent the mosaisparis.com customer care team his bank coordinates.

Terms and conditions of return
The returned items must be sent back in their original packaging together with all the materials received and should have a copy of the invoice inside.

The item/s must be unharmed, not worn. The MØSAÏS packaging must not be used as the external parcel for the shipment. If the item does not fit these requirements the item will not be accepted and will be sent back to the customer at their own cost.

Authorized returns must be shipped using the carrier suggested by mosaisparis.com in the email providing the return instructions.

Exchanges for different items are not accepted. An item can only be exchanged once.

All products are checked at the warehouse for any faults. However, if a customer receives an item not in the original state please contact contact@mosaisparis.com

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty.

If your item is faulty when you receive it, you can return it for a refund within 14 days from the date you received it. We have made every effort to display the colors of our products that appear on mosaisparis.com as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor’s display of a color will be completely accurate.

Authorized returns must be shipped using the carrier suggested by mosaisparis.com in the email providing the return instructions. mosaisparis.com reserves the right not to accept returns if customer tenders the box to a different carrier and in case the delivery of the parcel entails extra costs for mosaisparis.com or involves the collection to one of the carrier’s branches.

mosaisparis.com reserves the right to refuse returns that have not been properly authorized or sent not in accordance with the return policy of mosaisparis.com. In these cases, mosaisparis.com can return the box to the sender at the original shipping address. In case mosaisparis.com accepts returns that were not authorized or not in compliance, mosaisparis.com can withhold the 10% of the value of the returned item from the refund.

Payment methods

Credit card

When clients place orders online, credit details are forwarded to a protected online banking system : https://stripe.com/fr

Paypal

PayPal is PCI compliant and is accessed through a secure 128 bit SSL connection (the highest commercially available). Once your information reaches the PayPal site, it resides on a server that is heavily guarded both physically and electronically. PayPal servers sit behind an electronic firewall and are not directly connected to the internet, so your private information is available only to authorized computers.
PayPal is one of the most developed and secure payment gateways available today. For more information about PayPal, please visit: PayPal Buyer Protection

Bank transfer

By clicking on Bank Transfer as payment method, customers automatically receive the order confirmation. In the order confirmation, customers are able to find all the necessary information (bank details, etc.) to complete the payment to mosaisparis.com’s bank account. Bank Transfer orders will be reserved for 48 hours and will only be shipped once the bank transfer has been confirmed. A copy of the bank transfer confirmation must be sent to contact@mosaisparis.com within these 48 hours or the order will be automatically cancelled. The order will be processed the same day the payment is received on the bank account of mosaisparis.com. The customer must specify the order number as the payment reason. In order to proceed with the bank transfer, here are the bank details:

MØSAÏS / BAPTISTE MOREL
Iban: FR7630004007750001020894320
Bic: BNPAFRPPXXX

Possible transfer costs as well as bank charges shall be borne by the customer. Your order will be dispatched upon receipt of payment on our account. Refunds from returns will be charged-back to the bank account which the original order was paid from.

Prices and currencies

Payments as well as refunds for shipments are all invoiced in Euro (EUR). At the beginning of each season, a fixed exchange rate is determined, and it is used to determine the estimated price in the local currency. However, when the order is processed, the exchange rate used is the current exchange rate. For this reason, there may be a difference between the estimated cost, and the cost charged at the time of processing. Credit cards will be debited in Euro, due to exchange rates, the final price will be calculated in the applicable exchange rate the day the credit card company processes the transaction. When a refund is processed, the exchange rate used is that of the current day. This may also cause a variance in the price paid and the price refunded, due to fluctuating exchange rates.

*In accordance with the new EU Regulation UE 2016/679 on Data Protection (GDPR), the data may be transferred to non EU countries or countries not belonging to the European Economic Area, that however grant an adequate level of protection of the personal data. In any case, the data processing will take place in accordance with the provisions of the current rules and regulations.

TERMS AND CONDITIONS

This document contains the terms and conditions that govern the website mosaisparis.com.

MØSAÏS publishes information on its website mosaisparis.com to provide a service to Users, but declines any responsibility of the possibility of eventual technical inaccuracy and/or typographical errors. Once notified, mosaisparis.com will execute an immediate correction.

MØSAÏS also reserves the right to make corrections and changes to the website when necessary without giving prior notice. MØSAÏS does not offer any guaranty that the information published on its own website, is in conformity with the laws of the User’s competent jurisdiction.

mosaisparis.com, the website of MØSAÏS, is a protected website according to international Internet standards which, if used correctly, Users can be reassured not to encounter viruses. However, MØSAÏS declines any responsibility from eventual problems, damages, viruses or risks that the User may incur during the misuse of the website and declines any responsibility from eventual faulty operations of the website due to the deactivation of “cookies” in the User’s browser. Users must accept the terms and conditions of this legal notice, and must be sure to visit these pages periodically for updates, changes and corrections.

By using mosaisparis.com the user agrees to respect and act upon all the terms and conditions in this document and all other policies on mosaisparis.com. Users who do not accept these terms may be asked by mosaisparis.com to refrain from using the site.

We urge users to check back often and stay up to date on the latest updates and legal issues.

The use and access of mosaisparis.com is for personal use only.

Privacy policy

Regulatory Framework
• Directive 2002/58/EC – on “personal data processing and protection of private life in the field of electronic communications”.

• Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (“General Data Protection Regulation”).

Data Controller

While consulting this web site, data on identified or identifiable people can be processed. The Data Controller is MØSAÏS, 188 Rue Cardinet, 75017 PARIS, France.

Type of data processed

Surfing data

The information systems and the software procedures necessary for the functioning of this web site acquire, during their normal exercise, some personal data whose transfer is implicit in the employment of communication protocols on the Internet. This information is not gathered to be associated to identified Data Subjects, but – due to its nature – it could allow the users to be identified. To this category belong the IP addresses and the domain names of the PCs used by the users that connect to the web site, the URI (Uniform Resource Identifier) notation addresses of the resources requested, the time of the request, the method used to submit the request to the server, the dimension of the file obtained, the numeric code indicating the status of the answer given by the server (successful, error, uest, the metho etc.) and other parameters concerning the operation system and the user’s information environment. These data are used only to obtain anonymous statistic information on the employment of the web site and to control it works correctly and are cancelled immediately after the processing. The data, besides, could be used to assess the responsibility in case of possible cyber-crimes against the web site.

Data provided freely by the user

The optional, explicit and voluntary providing of personal data by the user to the contacts and in the registration forms present on this web site entails the subsequent acquisition of the data provided by the sender. Such data will be processed by MØSAÏS mainly with electronic means, in order to follow up the user’s request (for example asking information and/or a demo). Specific concise information notes will be progressively published or displayed in the pages of the web site prepared on purpose for particular services upon request.

Cookies

Cookies are small text files that are deposited on the user’s personal computer by the web sites he/she visits. Their main task is allowing the web site to work and operate in a more efficient way, as well as providing information to the web site owners.

Here is a list of the cookies stored by our web site. Technical cookies, to the extent strictly necessary to use and visit the web site. In particular, the use of session technical cookies is limited to the transmission of sessions identifiers (made by random numbers generated by the server) needed to allow the safe and efficient surfing of the web site. Such cookies avoid having recourse to other information techniques potentially prejudicial for the secrecy of the users’ surfing and they don’t allow the acquisition of personal data that could identify the user. Users’ personal data aren’t acquired by the web site for this purpose. No cookie is used to transmit information of personal nature, nor is any type of so-called persistent cookie used, i.e. user-tracking systems. In case the user doesn’t wish to receive any kind of cookie in his/her personal computer, either from this web site or from other ones, he/she can elevate the data protection level of his/her browser thanks to the special function.

Google Analytics Cookies, used to gather and anonymously analyse the information concerning the behaviours while using the web sites (for example the time and day of the visit, possible previous visits to the web site by the same user, the origin site, etc.). Such information (including the user’s IP address) is gathered by Google Analytics, that processes it in order to make a report concerning the activities on its web site and used by it in order to improve the web site. Google doesn’t connect the IP address to any other datum it owns, nor tries to connect an IP address with the user’s identity. Google can also communicate this information to third parties, in case it’s provided by the law or in case these third parties process the information on behalf of Google. For further information on the methods to gather and employ the data by Google, please visit the web site: www.google.it/policies/privacy/partners/ (or another URL that Google may provide from time to time).

Cookie processing

Here are the methods you can use to disable the cookies.

Technical cookies

MØSAÏS reminds that the total or partial disabling of the so-called technical cookies can compromise the web site functions. Anyway, users can decide whether to accept the cookies or not, by modifying the safety settings of their browser.
• Mozilla Firefox: By clicking here
• Google Chrome: By clicking here
• Internet Explorer: By clicking here
• Safari 6/7 Mavericks: By clicking here
• Safari 8 Yosemite: By clicking here
• Safari (iPhone, iPad, iPod touch): By clicking here

Google Analytics

MØSAÏS reminds that Google Analytics’ action can be selectively disabled by installing on the browser the opt-out component provided by Google. To disable Google Analytics’ action, please follow this link.

Links to other websites
This website may contain links or references for access to other websites. By clicking on the appropriate links you can, for example, share our contents. We inform you that the Data Controller does not control cookies or other monitoring technologies of these websites to which this Policy does not apply.

Discretionary nature of the data providing
Apart from what has been specified concerning the surfing data, users are free to provide their personal data or not. However, the non-providing can entail the impossibility of obtaining what they asked.

Processing methods and storage period
Personal data are processed, even through the use of automated tools, for the time strictly necessary to achieve the purposes for which they were collected.

Personal data are processed also with automated tools, for the time strictly necessary to achieve the purposes for which they have been gathered. Specific safety measures are observed in order to prevent the loss of data, the illegal or wrong use of them and any unauthorized access. MØSAÏS took all minimum security measures provided by the law and inspiring to the main international standards it took further security measures in order to minimize the risks concerning secrecy, availability and integrity of the personal data gathered and processed.

Sharing, communication and spreadaing of data
The gathered data can be transferred or communicated to other companies for activities strictly connected and instrumental to the efficiency of the service, such as the management of the information system. The personal data provided by the users who ask for literature (brochure, leaflets, etc..) are used solely to carry out the service or performance required and are communicated to third parties only if it’s needed for such purpose (companies that take care of packaging, labelling, shipment). Apart from these cases, personal data won’t be either communicated or granted to anybody, unless it’s provided by the agreement or authorized by the subjects. In this case, personal data could be sent to third parties, but only in case:
a) there’s an explicit consent to share the data with third parties;
b) the information must be shared with third parties in order to carry out the service required;
c) it’s needed to meet requests by the Judicial Authority or Public Security. No data deriving from the web service will be spread.

Rights of the interested parties

Regarding the processing of the aforementioned data, pursuant to 15 et seq of the EU Regulation 2016/679, We remind you the right to obtain the access of Personal Data concerning you; the right to obtain the rectification (correction of inaccurate data or integration), the right to erasure the Personal Data processed unlawfully or in case one of the reasons specified in Article 17 of the EU Regulation exists. Furthermore, you have the right to lodge a complaint with a supervisory authority in case you consider that the rights indicated above have not been recognized.

Modifications to this privacy policy

Data Controller verifies its personal data protection and security policy at regular intervals and revises it if needed according to regulatory or organizational changes or to the ones derived from the technological evolution. If the policy should be changed, the new version will be published in this page of the web site.

Questions, claims, suggestions and exercise of the rights

All those who are interested in obtaining more information, providing suggestions or sending claims or objections concerning the personal data protection policy or the way our Company processes the personal data, as well as to assert the rights foreseen by the legislation concerning the protection of personal data, can make it in writing to MØSAÏS 188 Rue Cardinet 75017 PARIS, France or by email to contact@mosaisparis.com

Copyright

All contents of this website are the property of MØSAÏS. No part of this site, including all text and images, may be reproduced in any form without the prior written consent of MØSAÏS.

Publisher and Host

BAPTISTE MOREL
52960460500020
FR52960460500020
188 RUE CARDINET 75017 PARIS
+33652056957
baptiste@mosaisparis.com

OVH
6 BIS RUE RIQUET 75019 PARIS
+33146072341