Delivery and return

Delivery terms

We deliver free of charge throughout North America and Europe.

This price may vary depending on the delivery address and for certain products depending on their weight.

Terre de Siam works with different suppliers, manufacturers and craftsmen from the Asian continent, mainly Southeast Asia. We are always looking for quality, fair trade products, while maintaining advantageous prices.

Your order can therefore be shipped from our warehouses or directly from our manufacturers and craftsmen.

In order to deliver to you as quickly as possible, several items in your order may be delivered separately. Delivery times vary from 7 to 20 working days.

Note: During the Vietnamese and Chinese New Year (mid-February), delivery time is delayed by two weeks due to the annual holidays of our partner carriers. Please anticipate your orders. Thank you for your understanding.

Shipped orders may be subject to customs fees, import taxes, or other fees related to local regulations in the destination country. These charges, where applicable, are established by local customs authorities and are the sole responsibility of the recipient.

We cannot predict whether charges will be applied or estimate the amount, as they depend on the policies in effect in the country being delivered to. We encourage our customers to inquire with the relevant authorities before placing an order.

By validating an order on our site, you accept this responsibility and acknowledge that we cannot be held responsible for any additional costs charged by local customs.

Return conditions

Our return policy lasts 14 days. If 14 days have passed since your purchase, no refunds or exchanges are possible.

To be eligible for a return, your item must be unused and in the same condition you received it. It must also be in the original packaging.

Exceptions

Several types of products cannot be returned:

Gift cards
Certain health and personal care products
Furniture, headboard, wall panel, Fountain And Lighting

Special cases

In the event of damage to the headboards and wall panels, please send us photos of the exterior and interior packaging within 24 hours, as well as photos of the damaged parts by email to contact@terredesiam.com.

Once the photos are received, your complaint will be processed, and you may be credited with partial compensation for the inconvenience caused.

Indeed, wooden panels can be repaired using wood glue or strong glue.

How to make a return?

To make a return, you must show us a receipt or proof of purchase.

Please do not return your purchase to the manufacturer.

There are certain situations where only a partial credit is granted (if applicable):

Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to error on our part
Any item that is returned more than 15 days after delivery

Refund (if applicable)

Once we receive the returned item, it will be inspected by our quality department. We will send you an email to confirm that we have received it. We will also inform you of our decision regarding the approval or rejection of your reimbursement request.

Sale items (if applicable)

Only items at cost price can be refunded (in the form of a credit). Sale items are not refundable.

Exchange (if applicable)

We only replace an item if it is defective or damaged. If in this case you wish to exchange it for the same item, first send us an email to contact@terredesiam.com before sending.

Gifts

If the returned item was marked as a gift when purchased and was sent directly to you, you will receive a gift credit equal to the value of your return. Once we have received the returned item, a gift certificate will be emailed to you.

If the item was not marked as a gift when purchased, or if the gift giver preferred to receive the item first and give it to you later, we will send a refund to the gift giver and they will know that you returned the item.

Shipping

Please do not return the item to the manufacturer. Contact us by email at contact@terredesiam.com before any return shipment.

You will be responsible for paying your own shipping costs to return your item. In the case of a return for reimbursement in the form of a credit, shipping costs, not being refundable, will be deducted from it.

Depending on where you live, the time it takes to receive your exchanged product may vary.

If you are shipping an item worth more than €70.00, we recommend using a trackable delivery service or purchasing delivery insurance. We do not guarantee that we will receive the item you return to us.