Shipping policy

Shipping Policy

Effective as of May 14, 2026

This English version is provided for information purposes. The French version of the Shipping Policy, available at thefrenchsimracer.com, is the legally binding version. In case of discrepancy, the French version prevails.

This Shipping Policy supplements our Terms of Sale and sets out the practical procedures for order preparation, dispatch and delivery.

1 – Product availability

All orders are subject to product availability. In case of unavailability identified after confirmation, the Customer will be informed as soon as possible and may choose between:

• A full refund on the original payment method;
• An exchange for a Product of equivalent or greater value (with adjustment where appropriate).

The Seller reserves the right to cancel an order in the event of an obvious stock or pricing error, or manifestly incomplete or incorrect delivery information. The Customer will be informed and fully refunded without penalty.

2 – Delivery zones

We deliver worldwide, except in territories where postal services or carriers are suspended, or in zones subject to international sanctions or considered high-risk (armed conflict zones, customs blockade). Where delivery proves impossible, the order is cancelled and fully refunded.

3 – Processing and delivery times

Processing time: 1 to 2 business days after order confirmation (excluding weekends and public holidays).

Delivery time: shown on each Product page as an estimate, calculated from the dispatch date. Times may vary by destination country, carrier and season.

In accordance with Article L. 216-1 of the French Consumer Code, in the absence of an indicated delivery date, the Seller undertakes to deliver within a maximum period of thirty (30) days from the conclusion of the contract. The Customer’s rights in case of delay are set out in Article 9 below.

4 – Shipping costs and taxes

Shipping costs are calculated automatically at checkout based on total weight, destination and chosen method (standard, express, signature, etc.). The total amount is shown before final validation of the order.

Additional fees may apply for remote zones, international deliveries or bulky items; these are indicated before validation.

Deliveries within the European Union: applicable VAT is calculated under the rules in force (in particular IOSS / OSS where applicable) and included in the displayed price.

Deliveries outside the European Union: the Customer is considered the importer of the Products. Customs duties, import taxes and handling fees may be required by local authorities at the time of delivery. These amounts are borne by the Customer and are not refunded in the event of refusal of the parcel for this reason. The Seller cannot be held liable for delays caused by customs services or local authorities.

5 – Partial or split delivery

In certain cases (different warehouses, staggered availability), an order may be shipped in several separate parcels. The Customer is informed of the tracking of each shipment by email. No additional fee is charged to the Customer due to this split.

6 – Order tracking

Once the order is shipped, an email with a tracking link is sent automatically. Tracking information may take 24 to 48 hours to become active.

7 – Receipt of the parcel and damage reporting

In accordance with Article L. 216-4 of the French Consumer Code, the risks of loss or damage of the Products are transferred to the Customer at the moment when the Customer, or a third party designated by the Customer other than the carrier proposed by the Seller, takes physical possession of the Products.

The Customer is invited to:

• Check the external condition of the packaging upon receipt;
• Make detailed reserves on the carrier’s delivery slip in case of apparent damage (e.g. “damaged parcel”, “missing item”);
• Take photos of the parcel and its contents in case of anomaly;
• Report the issue by email to contact@thefrenchsimracer.com, ideally within 3 business days of delivery.

Prompt reporting facilitates carrier claims. However, the absence of reserves on the delivery slip or of notification within this indicative period does not deprive the Customer of legal rights, in particular under the legal guarantees (conformity and hidden defects, two years), which remain fully exercisable within the legal time limits.

8 – Incorrect delivery address or unclaimed parcel

The Customer is responsible for the accuracy of the delivery information provided.

• Incorrect or incomplete address: if the order is returned to the Seller due to an address error attributable to the Customer, reshipment may be carried out after payment of new shipping costs by the Customer.
• Parcel unclaimed at pickup point: if the parcel is returned to the Seller because the Customer did not collect it within the carrier’s deadlines, return costs and, where applicable, reshipment costs are borne by the Customer. The Customer retains the right of withdrawal under the conditions of the Terms of Sale.

9 – Delivery delay and Customer’s rights

In accordance with Article L. 216-6 of the French Consumer Code, if delivery does not take place on the date or within the period indicated to the Customer, or failing that, within thirty (30) days following the conclusion of the contract, the Customer may:

• Give the Seller formal notice to perform delivery within a reasonable additional period;
• Failing performance within this additional period, terminate the contract by registered letter with acknowledgment of receipt or by written notice on any other durable medium.

The contract is considered terminated upon receipt of this notification, unless the Seller has performed in the meantime. The Seller then refunds all sums paid no later than fourteen (14) days following the date of termination.

In case of a parcel that appears clearly lost (in practice, more than 30 days after dispatch without tracking progress), the Customer is invited to contact us: we will perform the necessary checks with the carrier and offer, depending on the result, a full refund or reshipment.

10 – Pre-orders

Lead times displayed for pre-orders are indicative and may vary depending on our suppliers. In the event of a significant delay, the Customer is informed and retains the rights set out in Article 9 above (formal notice and termination with full refund). Conditions for cancelling pre-orders are also described in Article 3 of the Terms of Sale.

11 – Parcel marked as delivered but not received

If a parcel is marked as “delivered” by the carrier but the Customer states they have not received it, an investigation is opened with the carrier. Processing may take up to 15 business days.

Until effective delivery to the Customer (or to a third party designated by them other than the carrier) is established, the risks remain borne by the Seller (Art. L. 216-4 of the French Consumer Code). If the investigation does not establish that the parcel was actually delivered to the Customer or to an authorized person at the indicated address, the Seller will proceed with a full refund or reshipment of the Product, at the Customer’s choice.

For high-value orders, we recommend signature delivery or a secure pickup point.

12 – Peak periods

During certain periods (holidays, sales, seasonal peaks), processing and delivery times may be extended. The Customer is informed where applicable by a banner on the website. These variations do not suspend the legal time limits or the rights described in Article 9.

13 – Force majeure

The Seller cannot be held liable for any delay or impossibility of delivery resulting from a case of force majeure within the meaning of Article 1218 of the French Civil Code, i.e. an event beyond its control that could not reasonably have been foreseen and whose effects cannot be avoided by appropriate measures. In such cases, performance of the contract is suspended for the duration of the event; if the impediment is final, the contract is terminated and amounts paid are fully refunded.

14 – Contact

• Email: contact@thefrenchsimracer.com
• Phone: +33 6 85 39 77 21
• Address: PHOENIX SAS – The French Simracer, 8 Rue Albert Einstein, 85340 Les Sables d’Olonne – France

This Policy applies without prejudice to the consumer Customer’s legal rights under French and European law. In case of conflict with the Terms of Sale, the provisions most favorable to the consumer Customer apply.