Stocks & Deliveries
- For all orders, shipping fees are automatically calculated and displayed in the shopping cart, or on the checkout page. Shipping fees will depend on the order contents, total order weight and/or size, and the destination country.
Stocks & Shipping Hours
Our stock levels are displayed in real time on the website, and also mentioned in the shopping cart for each product. Do not hesitate to contact us for any questions about products availability or estimated lead times.
Most orders placed before 3:00 pm French C.E.T. time will be shipped the same day. Orders can usually be dispatched up to 4 pm C.E.T. time. In case of an emergency, you can reach our customer service on +33 (0) 185 086 186.
Shipments to destinations outside of the EU (e.g. Switzerland) may require between 2 or 3 days of additional lead time before dispatch, due to customs formalities or the use of specific carriers.
Delivery Zones and VAT
On our website, you can automatically order online and have your products delivered in many European countries. Please contact us for a quote if your country is not listed.
Excluding VAT is possible once a Europe-based pro account has been set up, which requires prior approval and off-line assistance from Origin Labo Europe. Please refer to our Pro Account page for further information.
Shipping Methods and Order Tracking
When a shipment leaves our warehouse in France, an e-mail is automatically sent to you specifying the package contents, carrier name and tracking number. This information is also available from your customer account on the website, after logging in.
How can I track my order?
To track your parcels online, simply visit the website of the carrier and enter your tracking number. Most of our shipment notification emails already include a direct link that allows you to track your parcel. Often, online tracking is not available immediately after receiving the shipment notification. Please allow up to 1 working day for the online tracking option to be available.
Delivery of your Order, Claims and Insurance
It is the customer's responsibility to verify the package before accepting the goods and signing for delivery. In case of a problem, correct claims have to be issued, along with your signature, and the words: "damaged goods / missing items" (for example). If claims have not been issued properly, you are responsible having accepted the delivery and no additional claims will be accepted, either by Origin Labo Europe or by the carrier.
What shall I do if I'm not available while the carrier attempts to make a delivery?
Our packages usually contain valuable items. For this reason, all packages have to be signed for, and can't be delivered to a pick up point, someone in the neighbourhood, or left at your front door. If you are not available during delivery, the carrier will usually leave a note in your mailbox or call you to make an appointment. You will then be able to contact them at your convenience and organize a new delivery attempt, or a pick up. If possible, for peace of mind, try to have your orders delivered at a business address (office, workshop, garage).
What if the carrier does not find my address?
Origin Labo Europe will be notified immediately and automatically. We will then contact you to ask for more information, to make sure that your order reaches you as soon as possible. We usually ask carriers to phone customers if they encounter difficulties during delivery, so please provide us with a correct phone number when placing your order.
What if my package gets lost?
All of our shipments are insured. In case of a loss, theft, broken or missing goods, Origin Labo Europe will be held responsible and cover all fees, if correct claims have been issued to the carrier during delivery.
Customer Service, Returns and Refunds
According to French Consumer law, customers can freely return an order for a refund within 14 days after delivery. To exercise this right, please contact our customer service by e-mail. Origin Labo Europe commits to refunding orders within 2 working days after receiving them and verifying the state of the products. All returns have to be complete (packaging, manuals, accessories, original invoice), and any returned product will have to be in perfect shape for restocking, brand new, unused, clean, without any visible marks of previous use. Return shipping has to be covered by the customer (except of course if the reason for returning is an error from Origin Labo Europe).
Applying to article L121-20-2, returns are not allowed for customized products, built to order products, special orders requested by the customer, or used parts. Our highly qualified staff is here to help you prior to order: please do ask for help before placing your order rather than guessing what the right part might be.
Any return has to be approved by Origin Labo Europe before sending your products back. Please contact our customer service to obtain approval and return address, before sending your order back. Any goods returned without approval will be refused.