Delivery terms

Delivery in France and Europe

Carrier	Countries	Delivery	Estimated delivery time
	Mainland France and Corsica	Home & collection point	Before 1 p.m. on the following working day, subject to Chronopost conditions
	OM1 Zone OM2 Zone	Home delivery	Approx. D+5 to D+10
	Corsica	Home delivery	Approx. 3 days
	Mainland France Corsica Spain Belgium Luxembourg	Collection point	3 to 5 days
	Germany Austria Belgium Mainland Spain Finland Greece (excluding Mount Athos) Ireland Italy Lithuania Luxembourg Netherlands Portugal (excluding specific territories) Poland Slovenia	Home delivery	Approx. 48 to 72 hours
	Canary Islands, Ceuta, Melilla Azores, Madeira Switzerland Morocco	Home delivery	From D+3

Chrono Classic, Chrono Relais and Mondial Relay

Rates from €4.90.
Estimated specific delivery times: Greece 6 days - Greek islands 7 days - Azores and Madeira 5 days.

Colissimo Overseas

Rates from €20 for OM1 Zone.
Rates from €30 for OM2 Zone.

OM1: Guadeloupe, Saint Barthélemy, Saint Martin, Martinique, Réunion, French Guiana, Mayotte.
OM2: Wallis and Futuna, French Southern and Antarctic Lands, Saint Pierre and Miquelon, New Caledonia and French Polynesia.

Colissimo International

Rates from €20, depending on the destination and parcel weight bracket.

Please note: for international deliveries outside the EU, shipping charges do not include any customs duties, taxes or other charges payable at destination.

Chrono 13 Express Delivery

For any order prepared and handed over to the carrier under the conditions required for the Chrono 13 service, delivery is scheduled before 1 p.m. on the following working day. This timeframe excludes Saturdays, Sundays, public holidays and exceptional circumstances or exclusions provided for by Chronopost.

If the guaranteed delivery timeframe is not met, our customer service may submit a compensation request to Chronopost. In order to comply with the carrier's claim deadline, the customer must report the delay to us within a maximum period of 5 days.

Where the claim is accepted by Chronopost, the compensation currently provided by the carrier corresponds to 30% of the shipping costs, as Chronopost considers that the delivery service has nevertheless been performed despite the delay.

The delivery timeframe is assessed on the basis of the parcel being presented at the delivery address. Therefore, where a delivery attempt has been made within the specified timeframe but delivery could not be completed due to the recipient's absence or another circumstance attributable to the recipient, no compensation for delay may be claimed from the carrier.

This delivery method is available only for France and Monaco.

Any compensation request must be sent to customer service at quoting the order reference. The request is then forwarded to Chronopost for review.

Delivery of small parcels and spare parts - France only

Orders for small items and spare parts with a value of €26 or less may be sent by tracked letter, delivered to the letterbox, at a rate of €3.00 where this shipping method is available.

General delivery information

Products are delivered to the address or collection point selected when the order is placed.

Carriers offered may include Mondial Relay, La Poste, Chronopost and Colissimo depending on the destination and available services.

Premium Water Distribution SAS delivers the products on the date or within the timeframe indicated to the customer when the order is placed. Where no specific indication is provided, delivery is made without undue delay and within the period required by the applicable regulations.

The delivery times displayed on this page correspond to the timeframes generally observed or communicated by the carriers. They are estimates, except where an express delivery service with a guaranteed timeframe has been specifically selected.

A tracking number is normally provided to the customer by email, SMS or carrier notification so that the parcel can be tracked.

Parcels are generally delivered against signature depending on the service selected. Tracked letters are delivered to the letterbox.

For sales concluded with a consumer, the risk of loss of or damage to the products passes to the customer when the customer, or a third party designated by the customer other than the carrier offered by Premium Water Distribution SAS, takes physical possession of the goods.

Delivery tracking

The customer is advised to monitor the progress of the parcel using the tracking number provided.

If the customer is absent at the time of a home delivery, the carrier may arrange a further delivery attempt, make the parcel available at a collection point within its network or ask the recipient to provide new delivery instructions.

The customer must check the tracking information and carrier notifications in order to find out what arrangements have been made and, where applicable, collect the parcel within the holding period specified.

Collection point changed during transit

A carrier may change the collection point initially selected due to operational constraints, closure, capacity limits or unavailability of the chosen collection point.

The customer is informed of the new collection point by the carrier or through the parcel tracking information.

If the replacement collection point is located an abnormally long distance from the collection point initially selected, the customer is invited to contact our customer service so that a solution can be sought.

Non-collection, incorrect address or failed delivery

The customer is responsible for the accuracy of the contact and delivery information provided when placing the order.

Where a parcel is made available at a collection point, the customer must collect it within the holding period specified by the carrier.

Failure to collect a parcel, refusal of the parcel for reasons unrelated to visible transport damage, or its return due to an incorrect or incomplete address attributable to the customer does not constitute the exercise of the right of withdrawal.

Where, for any of these reasons, the parcel is returned to Premium Water Distribution SAS, the order will be refunded after receipt and inspection of the returned parcel, after deduction of the initial delivery costs incurred and the actual return costs charged to Premium Water Distribution SAS by the carrier.

If the customer subsequently wishes to receive the products, a new order must be placed.

Parcel damaged by the carrier

The customer must inspect the external condition of the parcel when it is handed over or collected.

If the parcel is open, torn, crushed, dented, repackaged, wet or shows signs of impact or any other visible damage, its condition and, where possible, its contents must be checked immediately.

Home delivery

For home delivery, the customer must inspect the parcel in the presence of the driver.

Where visible damage is present, precise, complete and detailed reservations must be entered on the carrier's delivery note or terminal before the customer signs or validates receipt.

The reservations must specify the condition of the parcel and, where damage to the contents is identified, the name or reference of the item concerned and the exact nature of the damage.

General wording such as “subject to unpacking”, “subject to inspection”, “parcel damaged” or “packaging damaged” is insufficient to identify the damage precisely.

If the parcel and its contents are clearly very seriously damaged, the customer must refuse delivery and state precisely on the carrier's document the nature of the damage observed.

Collection from a parcel shop or retailer

The customer must inspect the external condition of the parcel before leaving the collection point.

If visible damage is present, the customer must report it immediately to the retailer or person responsible for the collection point and ask for the issue to be recorded where the carrier's system allows this.

Where possible, the contents of the parcel must be checked on site.

If the collection point cannot formally record a reservation, the customer must immediately take photographs on site and contact Berkey® France Millenium customer service without delay.

Collection from an automated locker

When collecting from an automated locker, the customer must inspect the condition of the parcel as soon as the locker is opened.

If the parcel shows visible damage, it must be photographed immediately, before any further handling, and Berkey® France Millenium customer service must be contacted without delay.

Photographs and evidence required for a carrier claim

For any carrier damage claim to be opened, the customer must provide the photographs necessary to establish the facts.

The photographs must in particular show:

• the parcel as a whole;
• the areas of the box showing impacts, crushing, openings, tears or other damage;
• the shipping label still attached to the parcel and perfectly legible;
• the internal protective materials and packaging;
• the damaged product(s) and the precise nature of the damage.

The box, protective materials, shipping label and packaging components must be kept until the claim has been closed.

The carrier or Premium Water Distribution SAS may request additional photographs or require the parcel to be kept for inspection.

Failure to make precise reservations or immediately report visible damage may prevent Premium Water Distribution SAS from pursuing its claim against the carrier.

If damage could not be identified when the parcel was handed over or collected, the customer must contact Berkey® France Millenium as soon as the damage is discovered and provide all photographs and information required to examine the claim without delay.

Where the reservations, photographs or evidence needed to open the carrier claim are missing, any complaint will be examined in light of all available evidence, including the condition of the parcel, nature of the damage, time taken to report it, available photographs, shipping label, protective materials and traceability data.

These provisions governing carrier claims do not affect the consumer's statutory rights against the seller.

INSUFFICIENT RESERVATIONS	RESERVATIONS TO BE STATED
Subject to unpacking / inspection	Describe precisely the condition of the parcel and the damage observed on the product
X parts missing	Parcel open or repackaged + specify the missing parts
Goods damaged	Parcel damaged + specify the product concerned and the exact nature of the damage
Parcel open, badly damaged or crushed	Parcel crushed on the right-hand side + upper chamber dented
Defective packaging / damaged box	Parcel repackaged + specify missing or damaged parts
Signs of impact	Significant impact mark on the box + specify the damaged item or reference
Parcel open	Parcel open on receipt + specify any missing parts

Damaged product, incomplete parcel or incorrect product

The customer must check the contents of the order as soon as it is received.

In order to preserve evidence and allow us to carry out the necessary checks quickly, any visible anomaly, damaged product, missing part, missing product or incorrect reference must be reported to customer service within 48 hours of receipt.

The customer must keep the box, protective materials, bags, shipping label and products received until the claim has been processed.

Premium Water Distribution SAS may request photographs and compare the complaint with objective information relating to preparation and dispatch of the order, including references picked, logistics checks, parcel weight data and other available traceability information.

A report made after the 48-hour period does not deprive the consumer of statutory rights. The time elapsed and the available physical and traceability evidence may, however, be taken into account when assessing the reality, circumstances and origin of the alleged issue.

Where a product has been dispatched in error by Premium Water Distribution SAS, the return instructions are provided to the customer and the corresponding costs are borne by Premium Water Distribution SAS.

Where a product is confirmed as missing, it will be dispatched as soon as possible after the complaint has been checked.