Delivery

Extract from Part V of our terms and conditions of sale, which are authoritative. Version in force on 26 September 2026.

Part V — Delivery

Article 18: Delivery areas

We deliver to mainland France, to Monaco, to the French overseas departments and territories, to all European Union countries, and to the other countries offered at the time of the Order. The list of available destinations is displayed at the delivery stage. Certain Products may not be deliverable to certain countries because of local rules.

Article 19: Delivery times and charges

19.1. Preparation. Orders are prepared and handed to the carrier within 24 to 48 working hours of payment confirmation, other than pre-orders. This time may be longer during busy periods (sales, holidays, promotional events). The Customer is then informed.

19.2. Charges and indicative times (times after dispatch, in working days):

The free delivery thresholds are assessed on the amount of the Products after reductions. The charge and the time that apply are those displayed when the Order is confirmed.

19.3. Delivery deadline. In accordance with Article L. 216-1 of the French Consumer Code, we deliver the Products within the time stated at the time of the Order at the latest. Failing any such indication, delivery takes place no later than 30 days after the contract is concluded.

Article 20: Tracking, receipt and reservations

20.1. A dispatch e-mail containing a tracking link is sent to the Customer as soon as the parcel is handed to the carrier.

20.2. The Customer is responsible for the accuracy of the delivery address given. A parcel returned to sender because of a wrong or incomplete address, or a parcel not collected from a pick-up point within the time allowed, may be sent out again at the Customer's expense or refunded, less the initial delivery charges and the return charges invoiced by the carrier.

20.3. Damaged parcel. On receipt, the Customer is invited to check the condition of the parcel. If it is damaged or open, we recommend that they make precise reservations with the carrier or the pick-up point, or refuse the parcel, then tell us within 7 days at contact@mushngo.com, with photographs of the parcel and of the Products. These steps make handling easier, but their absence does not deprive the Customer of their legal guarantees.

20.4. Missing or wrong product. Any Product that is missing or does not correspond to the Order must be reported to us as soon as possible at contact@mushngo.com, with the Order number and a photograph. We dispatch the missing or correct Product free of charge, or refund it, as the Customer prefers.

Article 21: Parcel lost, delayed or not delivered

21.1. Transfer of risk. In accordance with Article L. 216-4 of the French Consumer Code, the Products travel at the Seller's risk, until they are physically taken into possession by the Customer or by a third party designated by them.

21.2. Lost parcel. If tracking stops moving for 7 working days, or if the parcel is declared lost by the carrier, the Customer must contact us. We open an enquiry with the carrier. If the parcel is confirmed lost, or if it is not found at the end of the enquiry, we send the Order again or refund it, as the Customer prefers, at no cost.

21.3. Parcel shown as delivered but not received. The Customer must inform us within 7 days. We open an enquiry with the carrier and may ask the Customer for a sworn statement of non-receipt. We provide them with a solution (re-dispatch or refund) at the end of the enquiry, within a maximum of 30 days.

21.4. Late delivery. If delivery has not taken place within the time provided, the Customer may require us, by e-mail or by post, to deliver within a reasonable additional period. If we do not deliver within that period, they may terminate the contract (Article L. 216-6 of the French Consumer Code). They may also terminate it immediately if the delivery time was an essential condition of the Order. They are then refunded all sums paid, including delivery charges, within 14 days at the latest of the termination of the contract (Article L. 216-7).

21.5. “Parcel insurance” option. When placing their Order, the Customer may add the optional “Parcel insurance” option, at a price of €2.90 including VAT. In the event of loss or theft of the parcel, it entitles them to immediate re-dispatch of their Order, without waiting for the outcome of the enquiry opened with the carrier. This option in no way conditions the application of articles 21.1 to 21.4: with or without it, a lost parcel is always re-dispatched or refunded at no cost to the Customer.

Article 22: Deliveries outside the European Union and to overseas territories

22.1. For deliveries outside the European Union, as well as to certain overseas territories (including Guadeloupe, Martinique, Réunion, Mayotte, New Caledonia and French Polynesia), customs duties, the octroi de mer levy, local taxes and customs clearance fees may be payable on import. Unless stated otherwise at the time of the Order, they are at the Customer's expense, the Customer being regarded as the importer. We invite them to check with the authorities of their country.

22.2. The Customer is responsible for complying with the rules of their country of delivery concerning the import of food supplements. A parcel held or destroyed at customs because of those rules, or a parcel refused because duties have not been paid, can only be refunded less the delivery and return charges.