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General Terms and Conditions of Sale (T&Cs)

for your company OLIVIA BALM SAS – 935 100 776 00027, operating via the site www.oliviabalm.com:

OLIVIA BALM SAS – 41 Rue de la Bourse, 69002 Lyon – www.oliviabalm.com

Contact: 04 22 91 95 87 – contact@oliviabalm.com

Last updated: 2 June 2026

Article 1 – Scope and enforceability of the T&Cs

These General Terms and Conditions of Sale (T&Cs) govern all sales of products concluded between OLIVIA BALM SAS, a company with a share capital of €10,000, registered with the Lyon Trade and Companies Register under number 935 100 776, and any natural person of legal age making a purchase via the site www.oliviabalm.com.

Any order placed on the site implies the customer's full, complete and unreserved acceptance of these T&Cs. They apply to the exclusion of any other document, in particular the customer's general purchase conditions.

OLIVIA BALM SAS reserves the right to modify its T&Cs at any time. The applicable T&Cs are those in force on the date the order is validated.

Article 2 – Products and commercial offer

The products offered on www.oliviabalm.com are described with the greatest possible accuracy (description, photograph, composition, use, etc.). Photographs are non-contractual. Minor variations may exist, without affecting the conformity of the product.

In the event of an obvious error in the price or description of a product, OLIVIA BALM SAS reserves the right to cancel the order in question, with full refund.

Our offers are valid within the limits of available stock.

Article 3 – Orders

3.1 Purchase conditions

The customer certifies that they are a natural person of legal age, legally capable, acting as a consumer. They guarantee the accuracy of the information provided when placing the order.

3.2 Ordering process

Any order placed online is subject to a summary before final validation. The order is confirmed only after receipt of payment.

3.3 Medical prescription

For products requiring a prescription (corrective lenses, contact lenses), the customer undertakes to hold a valid prescription issued by a duly qualified professional in their country of residence (ophthalmologist or, depending on the country, optometrist). OLIVIA BALM SAS reserves the right to require a copy before validating the order and to refuse any order not accompanied by a valid prescription. The applicable validity period is the one provided for by the regulations of the customer’s country.

Article 4 – Prices and means of payment

4.1 Prices

Prices are expressed in euros, all taxes included. They take into account the VAT applicable on the day of the order. Prices do not include delivery charges, which are indicated during the ordering process.

For deliveries outside mainland France: within the European Union, prices include French VAT. For deliveries outside the European Union (in particular the United Kingdom and Switzerland), products are invoiced exclusive of French VAT; customs duties, import taxes and clearance fees may be levied on entry into the country of destination. These amounts, set by the local authorities, remain the customer’s sole responsibility (shipment under the DAP incoterm – Delivered At Place) and are added to the price of the products and the delivery charges.

OLIVIA BALM SAS reserves the right to modify its prices at any time. The applicable price is the one indicated at the time the order is validated.

4.2 Payments

Payment is due immediately. The accepted means of payment are:

  • Bank card (Visa, Mastercard, American Express via Payplug)
  • PayPal

All transactions are secured via SSL/3D Secure. No banking data is stored.

4.3 Refusal or cancellation

OLIVIA BALM SAS reserves the right to cancel any order:

  • presenting an inconsistency in billing/delivery,
  • not complying with these T&Cs,
  • containing a price anomaly.

Article 5 – Unavailability

In the event of a product being unavailable:

  • The customer is informed by email within 15 days.
  • They may maintain the order, opt for an equivalent product or obtain a full refund within 15 days.

Article 6 – Delivery

6.1 Areas and rates

Deliveries are made in mainland France, within the European Union and to a selection of countries outside the European Union (in particular the United Kingdom and Switzerland). The exact shipping cost, depending on the destination and the weight of the parcel, is calculated and displayed before the order is validated. The rates below are given for guidance.

France: Free at pick-up points and home delivery from €50 of purchase.

European Union: €10 for Germany, Belgium, Spain, Italy, Luxembourg and the Netherlands; €15 for the other member states.

United Kingdom: €18. Switzerland and other non-EU European countries: €30. Rest of the world: from €25 to €45 depending on the destination (French overseas territories up to €45). The exact amount, depending on the country, is shown before the order is validated; delivery is provided by Chronopost or FedEx depending on the destination.

Additional charges:

  • Address change after dispatch: €6
  • Unclaimed parcel (not collected / NPAI, carrier return): €9 (France), €20 (Europe), €30 (outside the European Union)

6.2 Lead times

Lead times are estimated when ordering. In the event of a delay >7 days (excluding force majeure), the customer may cancel their order before dispatch and obtain a full refund.

6.3 Receipt and complaints

The customer must:

  • Check the condition of the parcel on receipt,
  • Issue precise and complete reservations in the event of damage,
  • Preserve the parcel and packaging for any complaint.

Any incident must be reported within 48 hours to contact@oliviabalm.com. An official declaration with supporting documents (invoice, photos, complaint where applicable) may be required.

6.4 Transfer of risk

The risk of loss or deterioration is transferred to the Customer upon receipt of the products.

6.5 Customs duties and import formalities (deliveries outside the European Union)

For any delivery outside the European Union (in particular the United Kingdom and Switzerland), the order is shipped under the DAP incoterm (Delivered At Place): the products travel cleared for export but not cleared for import. Customs duties, import VAT and any carrier clearance fees are the customer’s sole responsibility and are paid by the customer at the time of clearance or delivery, in addition to the price of the products and the shipping costs.

These amounts are determined by the customs authorities of the country of destination; OLIVIA BALM SAS has no control over them and cannot be held liable for their amount or for clearance delays. If the order is refused at the time of clearance, or if non-payment of duties and taxes causes the parcel to be returned, the order is handled in accordance with Article 6.1 (unclaimed parcel fees) and Article 10 (refund, less the shipping and return costs actually incurred).

6.6 Parcel not delivered due to the customer

Where a parcel cannot be delivered for a reason attributable to the customer (non-payment of the required customs duties and taxes, refusal of receipt, repeated absences), it is returned to OLIVIA BALM SAS. The outbound and return shipping costs, as well as any duties applied on return, are deducted from the refund made after receipt and inspection of the parcel (for guidance: €20 for a return from Europe, €45 for an international return). Where the return results from an error attributable to OLIVIA BALM SAS (non-compliant or damaged product), all return costs, including customs duties, are borne by OLIVIA BALM SAS.

Article 7 – Legal warranties

The products benefit from:

  • The legal warranty of conformity (articles L.217-3 to L.217-14 of the French Consumer Code),
  • The warranty against hidden defects (articles 1641 to 1649 of the French Civil Code).

Exclusions:

  • Damage due to misuse, impact or unauthorised third party,
  • Products modified without authorisation,
  • Scratches, accidental breakage.

OLIVIA BALM SAS may offer a repair after quotation if possible.

Optical after-sales service: in addition to the legal warranties, frames sold by OLIVIA BALM benefit from an after-sales service in store and remotely: adjustment and fitting, replacement of nose pads and tightening of screws. In the event of a manufacturing defect found under normal conditions of use (hinge, temple, lens coating), the frame or lens concerned is repaired or replaced free of charge.

Deterioration resulting from an impact, a fall, mishandling or normal wear is not covered but may be the subject of a repair quotation. Any after-sales request is made to contact@oliviabalm.com or in store, with the invoice; the cost of shipping a product handled outside warranty is borne by the customer.

Article 8 – Right of withdrawal

The customer has 14 days to exercise their right of withdrawal from receipt of the order.

Exceptions (article L221-28):

  • Personalised products (e.g. prescription glasses)
  • Products worn, scratched or without their original seal

To exercise their right of withdrawal, the customer notifies their decision by an unambiguous statement (return form available on the site, email to contact@oliviabalm.com or letter). The product must then be returned complete and intact, in its original packaging, no later than 14 days after this notification. No restocking or preparation fees are applied.

OLIVIA BALM SAS refunds all sums paid, including standard delivery charges, no later than 14 days after being informed of the withdrawal decision. The refund may be deferred until the products are recovered or until the customer has provided proof of their dispatch. The direct cost of return is free from mainland France; from abroad, it remains the responsibility of the customer.

Article 9 – Returns

Returns are free from mainland France within 14 days of receipt, in accordance with Article 8. For returns from abroad, the reshipping costs remain the responsibility of the customer, except for a non-compliant product or an error attributable to OLIVIA BALM SAS.

Any return request must be made via the dedicated form on our site.

Mandatory conditions:

  • Product unworn, intact, with its accessories and original packaging
  • Return with tracking and delivery against signature (return label provided according to the terms of the form)
  • Compliance with the instructions on the return form

Certain models (in particular personalised / made-to-order) may be excluded from return in accordance with Article 8 and the legal exceptions (L221-28).

Return address:
OLIVIA BALM SAS – Returns Service
41 Rue de la Bourse, 69002 Lyon, France

Article 10 – Refund

The refund is made no later than 14 days after receipt of the compliant returned product or, where applicable, after proof of its dispatch. It is made via the same means of payment used when ordering, unless the customer expressly agrees to another means.

In the event of withdrawal, the cost of returns from mainland France is covered by OLIVIA BALM SAS according to the terms of the return form; from abroad, it remains the responsibility of the customer. Any customs duties and import taxes paid by the customer are not refunded by OLIVIA BALM SAS and must, where applicable, be claimed directly from the customs administration of the country concerned.

Article 11 – In-store reservations

Reserving an item via the site does not constitute a purchase. It is not accompanied by any purchase obligation. A quote will be drawn up in store, potentially adjusted according to mutual agreements or 100% health offers.

Article 12 – Liability

OLIVIA BALM SAS declines any liability in the event of non-compliant use of the products, prescription errors or misuse by the customer.

Article 13 – Intellectual property

All content (visuals, brands, logos, texts, codes) present on the site www.oliviabalm.com is protected by intellectual property rights. Any reproduction, in whole or in part, without express authorisation is strictly prohibited.

Article 14 – Personal data

In accordance with the French Data Protection Act and the GDPR, the customer has the right to access, modify, delete and object to their data.

Request by email or post:
OLIVIA BALM SAS – DPO
41 Rue de la Bourse, 69002 Lyon
contact@oliviabalm.com

Medical data is kept for a maximum of 5 years.

Article 15 – Disputes and applicable law

These T&Cs are governed by French law. However, a consumer residing in another State of the European Union retains the benefit of the more protective mandatory provisions of the law of their country of residence (Regulation (EC) No 593/2008, known as “Rome I”, Article 6).

In the event of a dispute, the customer first contacts OLIVIA BALM SAS in order to seek an amicable solution. Failing agreement, the consumer may bring the matter, at their choice, before the court of the place where they were domiciled when the contract was concluded, that of their current domicile, or the competent French court. No provision herein deprives the consumer of the right to bring proceedings before the courts of their place of residence.

Article 16 – Fraud prevention

OLIVIA BALM SAS may carry out checks on identity, address and means of payment before validating an order. Any proven fraud will result in the immediate cancellation of the order.

Article 17 – Consumer mediation

In accordance with articles L611-1 et seq. of the French Consumer Code, the customer may call upon a mediator free of charge:

Médiateur du Commerce Coopératif et Associé (MCCA)
FCA – 77 Rue de Lourmel – 75015 Paris

The customer may also submit their complaint via the European Online Dispute Resolution (ODR) platform provided by the European Commission: https://ec.europa.eu/consumers/odr

Referral to the mediator or to the ODR platform is only admissible after a prior written complaint sent to OLIVIA BALM SAS that has remained without a satisfactory response.