Terms of use

Legal notice

Conception and production
109 rue de la Tombe Issoire 75014 Paris France
Tel. +33 6 62 31 97 48
R.C.S. PARIS 834 122 038
Intra-community VAT number FR90834122038
Capital : 5000 €

Art direction
Delphine MONTEAU (president – co-founder) and Elise VANDAMME (general manager – co-founder)

Managing edition
Delphine MONTEAU and Elise VANDAMME

Identity, webdesign & photographs
Thierry COSSON — Visual Artisan —
All rights reserved © Thierry Cosson.
Photographs reproduction prohibited without prior agreement or without mention of the author.

Web host
2 rue Kellermann 59 100 Roubaix France
T. +33 3 20 45 36 80


The present general Terms of Use (hereinafter TOU) detail the rights and obligations of the company MAISON POLLUX SAS, located at 109 rue de la Tombe Issoire – 75014 PARIS, registered with the RCS of PARIS under the number 834.122.038 and its client in the part of the sale of his goods.

The Terms of Use relate to natural persons and legal persons.

The order of the customer implies that he has read these terms of sale, and accepts them without reservation. The MAISON POLLUX SAS company ensures that their acceptance is clear and unreserved by setting up a checkbox and a validation click when the order is made via the website accessible at

Thus, the customer expressly acknowledges having read it before any prior order and accept them without restriction or reservation.

These Terms may be modified at any time and without notice by the company. In this case, the conditions applicable will be those in force on the date of the registration of the order.

Product availability and shipping times

Available products on Maison Pollux are considered as in stock. Our offers of products and prices are valid as long as they are visible on the site, within the limits of available stocks.

If the visible product is not available when you visit the website you can choose to be informed by email when stock is available, by entering your email address in the field reserved for this purpose.

We retain the right to limit the number of orders of the same product per account.

Unless you would rather replace the original product with a similar one, your out-of-stock order can be cancelled simply by asking and you will be refunded into the account which was debited.


Shipping costs vary according to weight and destination of the package in line with Colissimo and DHL pricing. In France shipping is always free. The same goes for return shipping.

Deliveries are sent to the address entered into the order form which must be located in a country where delivery is possible.

Delivery is subject to the following conditions:

  • We deliver from Monday to Friday;
  • We will attempt delivery of your package to the delivery address at least twice;
  • You are responsible for a package once delivery has been received;
  • You should inspect the products within a reasonable time once you receive them, and it will be deemed that you accept the product unless you have informed us that you do not accept it within fourteen (14) days of receiving the product.

Delivery times are only a guide.

Payment methods

Payments can be made by Paypal account (or by credit card via PayPal) .
Payments use the SSL (Secure Socket Layer) protocols, encrypting any data transferred with the help of specialised software so that no third party can obtain this information while it is being transferred over the network.

The buyer’s account will be debited for the amount of the products ordered, once the order has been confirmed.

The data recorded and kept by MAISON POLLUX SAS constitute the proof of the order and all the past transactions. The data recorded by Paypal constitute proof of financial transactions.

Products purchased online at unused and in their original packaging, may be returned for reimbursement within fourteen (14) days from the delivery date, without having to provide a reason for return nor pay any fees.

For all personalized products (initials placed on the bag, alterations to an element of the product…) once the client has given their approval, Maison Pollux will not accept refunds or exchanges.

Once this timeframe has passed your cooling off period expires. If the expiry date is at the weekend or public holiday it is carried over until the next working day.

In order to ensure your return is well managed, please let us know about the return by email before you send it.

The return process is as follows:

  1. Get hold of your order or invoice number;
  2. With this number, contact our customer service by emailing;
  3. The products should be in their original box, pack them and clearly display the Return Number on the outer part of the parcel;
  4. Print the colissimo ticket that we will supply and drop off the parcel at your nearest Post Office.
    We cannot accept « C.O.D » deliveries (-Collect on delivery -)(meaning deliveries paid by the recipient upon reception).  »
    Send your returns to the following address: MAISON POLLUX, 109 rue de la Tombe Issoire – 75014 Paris.
  5. Returns are reimbursed once the items have been received at our distribution centre. Plan at least ten (10) days for your return to be processed before you received the reimbursement into your account. If you would like to receive a replacement article, please contact us via email.

If you have any other questions, please send us an email at:


In accordance with Articles L.211-4 to L.211-11 of the French Consumer Code, items purchased on our website are covered by a non-conformity guarantee, which is valid on condition that the fault existed on the date of purchase and may be invoked for up to two (2) years after that date. The non-conformity is assumed to be present within six (6) months of the date of purchase.

In order for the guarantee to be valid for your order, the item must match the description provided on our website and possess the characteristics described or exhibit characteristics that a buyer might reasonably expect in view of public claims by the seller, manufacturer or agent, such as through advertising or labelling.

In such cases, you should notify us in writing of all identified faults by email to or by post to Customer Services, MAISON POLLUX, 109 RUE DE LA TOMBE ISSOIRE 75014 PARIS returning the item(s) in question. Where non-conformity is confirmed, we will exchange or repair the item, depending on the respective costs involved, in accordance with Article L.211-9 of the French Consumer Code.

In accordance with Article L.211-11 of the French Consumer Code, you will be reimbursed for the cost of returning the item by providing proof of payment, after returning your item, where the non-conformity is confirmed.

You are recommended to hold on to your return receipts. If you do not enclose these, you will be refunded the standard postage rate for parcel dispatch.

The statutory conformity guarantee shall apply regardless of any commercial guarantees offered.

In accordance with Article 1641 of the French Civil Code, the seller is bound by the guarantee in relation to hidden defects that render the good sold unfit for its intended use, or which impairs such use to the extent that the buyer would not have purchased it, or would have purchased it for a lower price, had he or she known of the faults.

The customer must provide evidence of a hidden defect prior to sale which prevents use of the item.

Actions resulting from hidden defects must be taken by the buyer within a period of two years of discovery of the fault.

Once the time limits for exercising the statutory conformity guarantee and hidden defect guarantee have lapsed, items shall be considered compliant and free from all visible or hidden faults. Maison Pollux shall accept no claims after this time.

Maison Pollux accepts no responsibility for misuse and/or heavy use of items by the customer.

Furthermore, Maison Pollux accepts no responsibility for returns of rival products, and/or items not sold on the website, by the Customer. The Customer is responsible for ensuring that the correct item is sent.


For sales within the EEC, the prices listed in the catalogue are prices inclusive of VAT in euro taking account of the tax applicable on the day of the order; Any change in the rate may be passed on to the price of the goods or services. For sales outside the EEC the prices listed in the catalogue are HT prices.

Maison Pollux reserves the right to change its prices at any time, on the understanding that the buyer shall be bound by the price displayed on the website on the date of the order.

Prices indicated include order processing fees but exclude the cost of transport and delivery to countries outside France.

For orders outside mainland France, the customer is the importer of the item(s) in question.

Items dispatched outside the European Union and French Overseas Departments and Territories may be subject to customs fees, local taxes, import duties and/or government levies.

Such fees and amounts are beyond the control of Maison Pollux. You are responsible for payment and declaration of such fees and amounts to the relevant authorities and organizations in your country of residence.

Customers shall be entitled to a refund of French VAT for the item(s) in question where they meet the eligibility conditions for a tax refund.

We reserve the right to reject any tax refund application that does not meet the conditions specified in these specific terms and conditions, as well as those of the Customs service.

All requests regarding tax rebates and/or intra-community VAT must be made following invoice of the relevant item(s).

Where customers live outside the European Union and French Overseas Departments and Territories and the purchased item is exported outside of France with the corresponding invoice sent to their home address, they may contact us to request an export sales note should they wish to avail of a tax refund. The price displayed on the invoice is inclusive of all taxes. Goods purchased for your personal use at tourist retail outlets and for which you have documentary proof of export are eligible for a tax refund. The value of purchases must be greater than or equal to €175.00 incl. taxes, excluding delivery costs and/or service offers and/or promotional offers.
You must request export sales notes from us by telephone or by post.

You must provide the following documents as proof before we can send a tax refund form: a legible double-sided copy of an identification document (e.g. passport, residency permit, identity card, etc.), affidavit (handwritten or using the template indicated by customer services) and documentary proof of foreign residence.

Having examined these documents, an export sales slip with unique identifier barcode is then generated by us and sent out by post. Once Customs have stamped the note (by PABLO barcode reader or Customs stamp) as proof of export within three months of purchase and on production of all required documents, we will be able to make payment by money transfer of the amount of VAT owed on the item(s) in question. Refunds will be sent for processing within four (4) to six (6) weeks of receipt of the full application.

In the event of non-compliance with conditions and/or formalities which are subject to change, we may refuse to issue the tax refund slip.

Service offers and/or promotional offers, as well as contributions to delivery costs, are not liable for a tax refund.

VAT-registered entities in another EU Member State that use goods purchased for their taxable business must be able to claim back VAT charged by MAISON POLLUX SAS, subject to compliance with the conditions set out in the relevant EU VAT directives.

Residents of Belgium and Luxembourg are charged VAT directly in their country of residence.

Residents of other Member States will be charged French VAT unless they provide their intra-community VAT number to MAISON POLLUX SAS prior to invoicing.

All of the above scenarios assume that the item is dispatched to the buyer’s home address.

Countries we deliver to

Online sales of the products and the services that appear on this website are reserved for buyers living in the following countries:

South Africa, Germany, Andorra, Saudi Arabia, Argentina, Australia, Austria, Bahrain, Belarus, Belgium, Brazil, Bulgaria, Canada, Cape Verde, Cyprus, Korea South, Croatia, Denmark, Eire, United Arab Emirates, Spain, Estonia, United States, Falkland, Faroe Islands, Fiji, Finland, France, Gibraltar, Greece, Grenada, Greenland, Guadeloupe, Guernsey, Hong Kong, Hungary, Mauritius, British Virgin Islands, of United States Virgin Islands, India, Indonesia, Iceland, Israel, Italy, Jamaica, Japan , Jersey, Kuwait, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Malaysia, Maldives, Malta, Morocco, Martinique, Mayotte, Mexico, Moldova, Monaco, Montserrat, Norway, New Caledonia, New Zealand, Netherlands, Poland, French Polynesia, Portugal, Qatar, Dominican Republic, Czech Republic, meeting island of la, Romania, United Kingdom, Russia, Saint-Barthélemy, Saint Lucia, Seychelles, Singapore, Slovakia, Slovenia, Sweden, Switzerland, Taiwan, Thailand, Turkey, Wallis and Futuna.

Right to refuse an order

We reserve the right to refuse any order or cancel any purchase for any reason.

We also reserve the right to cancel any purchase (an order that we have already accepted) in the following situations (among others), without being held responsible for any damages or expenses:

  • The product is not available/in stock (all payments will be reimbursed);
  • Bank details are incorrect or unverifiable;
  • The order has been detected by our security systems as an unusual order or likely to be fraudulent;
  • The product price (or products) was wrong.