Shipping policy

1. Order preparation

Orders are generally prepared and dispatched within 24 to 48 business hours after payment has been confirmed, excluding pre-orders, periods of high activity, stocktaking, stock shortages or special circumstances.

This period covers the processing of the order by Poke-Geek and its handover to the carrier. Acceptance by the carrier, transit time and activation of tracking are separate stages.

2. Delivery and timeframes

The goods are delivered on the date or within the timeframe communicated to the Customer, unless otherwise agreed by the parties. Where no date or timeframe has been agreed, the statutory delivery rules apply.

Transit estimates may vary depending on the destination, delivery method, carrier and circumstances encountered. They do not deprive a consumer Customer of the rights attached to the agreed delivery date or timeframe.

If the delivery timeframe is not met, the consumer Customer may exercise the remedies provided by law, including requesting performance within a reasonable additional period where this step is required, and then terminating the contract if the statutory conditions are met. The Customer may terminate the contract immediately in the circumstances provided by law, in particular where the date or timeframe was an essential condition and was not observed. In the event of valid termination, the sums paid are refunded within the statutory period.

3. Delivery methods and carriers

The available delivery methods depend in particular on the destination, the contents of the cart, the weight or volume of the parcel, the period and the options offered when the order is placed.

Delivery may be offered to a home address, a parcel shop, a collection point or by an express service. Carriers offered may include Mondial Relay, Chronopost or Shop2Shop, Colissimo, UPS or other operators depending on the destination. This list is not exhaustive.

The delivery method, price and any transit estimate offered are displayed before the order is finally confirmed.

4. Carrier acceptance and tracking

A tracking number or link is sent by email after the parcel has been dispatched or accepted by the carrier. Its activation may be delayed depending on the carrier.

A temporary absence of tracking events does not necessarily mean that the parcel has not been handed over to the carrier. The Customer may contact info@poke-geek.fr if tracking remains inactive or inconsistent.

5. Pre-orders and mixed orders

Pre-order products are dispatched after they have actually been received by Poke-Geek, subject to allocations and the release schedules of publishers, manufacturers, distributors or suppliers.

A change to a release, arrival or dispatch date does not deprive the Customer of their statutory rights relating to delivery, termination of the contract and reimbursement.

Where an order contains both in-stock and pre-order products, the entire order is dispatched once all products are available, unless another option was offered when the order was placed or a specific arrangement was agreed with customer service. Separate dispatch may incur additional charges accepted by the Customer in advance.

6. Incorrect address, failed delivery or unclaimed parcel

The Customer must check that their address is accurate and complete before confirmation. If an error is identified before dispatch, the Customer must immediately contact info@poke-geek.fr, without any guarantee that a change will still be possible.

If a parcel is returned because of an incorrect or incomplete address, refusal, failure to collect it from a parcel shop, or a delivery failure attributable to information supplied or inaction by the Customer, a new dispatch may be offered subject to payment of new carriage charges.

Any other financial consequence is assessed according to the actual circumstances, after the parcel has been returned and inspected, within the limits permitted by law and without affecting any statutory right of the Customer. No automatic deduction is applied.

7. Warehouse collection

Where this option is offered when the order is placed, collection is possible after availability has been confirmed by email, by appointment, Monday to Saturday from 10 a.m. to 3 p.m., on presentation of an identity document bearing the name used for the order.

The collection address and instructions are provided in the confirmation email. Collection cannot be guaranteed without prior confirmation of availability and an appointment.

8. Transfer of risk and issues upon receipt

The risk of loss or damage remains with Poke-Geek until the Customer, or a third party designated by the Customer other than the carrier, takes physical possession of the parcel. Where the Customer personally chooses a carrier that was not offered by Poke-Geek, risk passes to the Customer when the goods are handed over to that carrier, without prejudice to any remedies the Customer may have against it.

The Customer is invited to check the apparent condition of the parcel upon delivery, make specific reservations with the carrier where possible, retain the packaging and take photographs of the parcel, label and products.

The Customer is invited to report any visible issue as soon as possible, ideally within 48 hours of receipt, in order to facilitate findings and recourse against the carrier. This timeframe is a handling recommendation and does not deprive the Customer of any statutory warranties or remedies. The absence of reservations upon delivery does not deprive the Customer of their statutory warranties.

9. Liability for performance of the contract

In relation to a consumer Customer, Poke-Geek remains strictly liable for the proper performance of the obligations arising from the distance contract, including where certain obligations are performed by a carrier or another service provider, without prejudice to its right of recourse against that party.

Poke-Geek may be released from all or part of its liability only in the circumstances provided by law, in particular where non-performance or improper performance is attributable to the Customer, to the unforeseeable and unavoidable act of a third party to the contract, or to force majeure.

10. International deliveries

For destinations outside the European Union or the territories concerned, customs duties, local taxes, import charges or administrative fees may be charged to the recipient. Unless stated otherwise, these charges are not included in the delivery fees charged by Poke-Geek.