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Terms and conditions


The General Conditions of Sale detailed below (hereinafter referred to as the "General Conditions"), govern, to the exclusion of all other terms, the contractual relations between any non-professional user of the website (hereinafter referred to as the "User" or "You") and the merchant, that belongs to Made By Hand (Atelier de Production et de Création), a company with share capital of 217,703.98 euros, whose registered office is situated at 39 rue Madame, 75006 Paris, entry No. 334 140 167 in the Paris Trade and Companies Register, with VAT registration No. FR09334140167 (hereinafter referred to as "Made By Hand"). These General Conditions shall be the sole applicable conditions and supersede all other conditions, save as otherwise exceptionally provided in advance, expressly and in writing.

Made By Hand may need to amend certain provisions of its General Conditions without notice and, accordingly, these conditions must be re-read before any order is placed on the website (hereinafter referred to as the "Website").

The General Conditions are accessible at any time on the Website and prevail, if applicable, over any other version or any other contradictory document.

Such amendments shall be binding upon their being put online and shall not apply to contracts concluded previously. Each purchase from the Website is governed by the General Conditions applicable at the date of the order.

The User acknowledges having read these General Conditions and accepted them by checking the box provided for this purpose, before completing an online order. By checking this box, You undertake to abide by these General Conditions and by the Conditions of Use herein.

Made By Hand uses the Website to offer for sale textile products and accessories manufactured by and/or for Made By Hand or its commercial partners, if any, (hereinafter referred to as the "Products") to Users browsing the Website. The principal characteristics of the Products are shown on our Website.

It is hereby stated that the purchase of Products on the Website is reserved for non-professional, natural persons aged 18 years or over who have full legal capacity.

The Website does not allow the purchase of Products for resale. In this respect, the User's attention is especially drawn to the fact that his/her orders must not exceed twenty (20) Products per order. Made By Hand may also, at its discretion, reject any order that is abnormal in character. Any order of a Product offered for sale on the Website implies the User's full and unreserved acceptance of these General Conditions.

Placing an order

The Made By Hand Website: is available 24 hours a day for You to place your order.

The ordering process consists of three (3) steps.

Once You have chosen your Products (size, colour and quantity) and submitted your order, You must:

- create an account, or sign in if You already have one;
- accept the General Conditions by checking the box provided for this purpose on your order summary page (entitled "Order review");
- choose your preferred payment method.

Once You have chosen your payment method, You must make the payment for your order, thereby concluding the sale contract binding You to Made By Hand

The User shall verify the accuracy of his/her order and report any errors immediately.

The creation of an account automatically activates a subscription to Made By Hand informational emails. To unsubscribe, from your account click on "newsletter" and uncheck the corresponding box.

Product information

Made By Hand takes the utmost care in putting information concerning the basic characteristics of the Products online, in particular by using detailed data sheets and numerous photographs illustrating the Products, in compliance with the highest market standards.

Only Products appearing on the Website at the date of the Customer's order are offered for sale.

The Product and price offers shall be valid for as long as they appear on the Website.


The prices charged are those displayed on the Website at the time of ordering.

Sale prices are indicated in euros including VAT and excluding delivery costs. The Value Added Tax is the VAT applicable on French territory.

The User shall be reminded of the fixed sum charged as a contribution to delivery costs when he/she makes his/her product choice, and shall be charged to the User at the end of the order on the ”My Orders” page, in addition to the price of the Products selected.


The Products available for sale are those listed on the Website; offers shall be valid for as long as they appear on the Website.

Secure payment

The price is payable in full, on the day the order is placed by the User.

The following payment methods are accepted by Made By Hand:
- Payment by bank card (Carte Bleue, Visa or MasterCard)
- Payment by American Express card
- Payment by PayPal.

Your order will be debited when shipped, provided authorisation to debit your account has first been received from the relevant payment centres, otherwise your order cannot be completed.

The bank's authorisation server is secured by S.S.L (Secure Socket Layer) encryption to provide optimum protection for all means-of-payment data, and at no time is any User banking data routed through Made By Hand's I.T. system.

Under our commitment to payment security, we wish to inform You that Made By Hand performs a reliability check on the information received when an order is made.

This step is part and parcel of our determination to curb Internet payment fraud and thus protect all consumers.

Accordingly, the Made By Hand customer care team may require You, in certain cases, to provide additional information (e.g. a copy of an identity document, proof of address) to enable us to confirm your purchase and dispatch your parcel.

In this case, to ensure timely dispatch of your order, we advise You to provide a land-line telephone number where You can be easily contacted, and provide us with confirmation of the information entered or send us the documents requested during the day.

Delivery terms and methods

Made By Hand delivers to all countries world-wide, except the United States, Canada, Japan and South Korea. When ordering from these countries, we would ask You to log on to their dedicated websites. For the United States and Canada, click here. For Japan, click here. For South Korea, click here.

All our orders for shipment within the European Union (Germany, Latvia, Austria, Lithuania, Belgium, Luxembourg, Bulgaria, Malta, Cyprus, the Netherlands, Denmark, Poland, Spain, Portugal, Estonia, the Czech Republic, Finland, Romania, France, the United Kingdom, Greece, Slovakia, Hungary, Slovenia, Ireland, Sweden, Italy) are inclusive of VAT charged at the rate of Value Added Tax applicable on French territory.

All our shipments outside the European Union are net of tax, including shipments to Switzerland and Norway. You are responsible for payment of all taxes on receipt of the parcel in accordance with the laws applicable in the destination country.

Your order will be delivered to the address supplied when the order is placed.

Delivery consists of the transfer to the User of the physical possession or control of the Products.

Made By Hand offers delivery by UPS in France and abroad or by Chrono Europe for Europe, as well as by Colissimo, So Colissimo Commerce and La Poste in France only, with the following delivery periods:
- Within two to three (2-3) working days for France, the European Union, Switzerland and Norway, except in exceptional circumstances,
- Within eight (8) working days for destinations outside the European Union, except in exceptional circumstances

The final delivery date for your order will be communicated to You via the Website on your "My Orders" page.

An order placed on a Saturday, Sunday or public holiday will be confirmed and processed on the next working day thereafter.

Your signature will be requested on delivery. If you are not available, a failed delivery notice will be posted in your letterbox, enabling You to collect your parcel from the carrier. Parcels will be held for collection for seven (7) calendar days.

Flat-rate charges apply to shipping costs, according to destination:
- fifteen (15) euros via UPS for France and Monaco, or seven (7) euros via Colissimo Expert or (4) euros via So Colissimo Commerce or La Poste,
- starting from eleven (11) euros for the European Union via Chronopost and/or UPS (Germany, Latvia, Austria, Lithuania, Belgium, Luxembourg, Bulgaria, Malta, Cyprus, the Netherlands, Denmark, Poland, Spain, Portugal, Estonia, the Czech Republic, Finland, Romania, France, the United Kingdom, Greece, Slovakia, Hungary, Slovenia, Ireland, Sweden, Italy, Croatia),
- starting from twenty-five (25) euros for Switzerland and Norway, via Chronopost and/or UPS,
- fifty (50) euros for all destinations outside the European Union, Switzerland and Norway., via UPS.

Shipment is provided free of charge for all orders of at least five hundred (500) euros including VAT.

Made By Hand shall use its best efforts to adhere to the delivery times stated at the time your order is placed.

Where a parcel is not received within the stated time, the matter is investigated with the carrier; this may require up to twenty-one (21) working days.

Where the order is not received within the time specified above, for any reason other than force majeure or the actions of the User, any sale may be cancelled at the Customer’s written request, in accordance with Articles L138- 2 and L138-3 of the French Consumer Code (Code de la consommation). All amounts paid by the User will then be refunded to him/her no later than fourteen (14) days following the date of termination of the contract, save for any compensation or deduction.

On receipt of his/her order, the User shall check the compliance of the Products received in performance of that order. Any anomaly affecting the delivery (namely: missing or damaged Products, damaged parcels) must first, without fail, be noted on the delivery slip in the form of handwritten, signed reservations to the carrier. Following this, any anomaly must be reported as soon as possible after receipt of the Products to the Made By Hand customer care team:
- By letter via ordinary post to Made By Hand, Service clients web, 39 rue Madame, 75006 Paris, France;
- By e-mail by clicking here;
- By telephone on +33 (0)1 53 63 43 79 from Monday to Thursday 9 am to 6 pm and Friday from 9 am to 4:30 pm.

Made By Hand reserves the right to request that the User return the non-compliant or damaged Product to it.

In the event of abnormal or unreasonable returns, Made By Hand may refuse to honour any future order.

Transfer of ownership – transfer of risks

The transfer of ownership of the Products to the User will take place after payment of the price by the latter, and this regardless of the delivery date of the Products.

Pursuant to the provisions of Article L138-4 of the French Consumer Code, the transfer of risk of loss and damage to the Products will occur only when the User takes physical possession of them.

Pre-contractual information – User Acceptance

The User acknowledges having received notice, prior to placing the order, in a legible and understandable manner, of these General Conditions and all information prescribed in Articles L111-1 to L111-7 of the French Consumer Code, and especially:

  • the fundamental characteristics of the Product, taking into account the communication medium used and the Product concerned;
  • the price of the Product and its associated costs;
  • if the contract is not performed immediately, the date on or period in which Made By Hand undertakes to deliver the Product;
  • information regarding the identity of Made By Hand, its postal, telephone and electronic contact details and its activities, provided they are not apparent from the context;
  • information on statutory warranties and how they are implemented;
  • the functionalities of the digital content and, if applicable, its interoperability;
  • the option to make use of conventional mediation in case of a dispute;
  • information regarding the right of withdrawal.

The placing of an order on the Site by a natural person implies agreement to and complete acceptance of all these General Conditions, which is expressly acknowledged by the User, who specifically waives recourse to any document stating otherwise, which documents shall be unenforceable against Made By Hand