General Terms and Conditions of Sale

Last updated: 22 October 2026
 
  • Article 1 – Seller Information
    The website www.belleetvoilee.com is operated by EI NISREEN TREFI, a sole proprietorship trading under the name Belle et Voilée, also known as B.V. By Nisreen.
    - Registered business address: 48 rue Alsace-Lorraine, 69500 Bron, France
    – SIREN : 951 743 624
    – SIRET : 951 743 624 00011
    - Business registration: RCS Lyon, A 951 743 624
    - Business telephone: +33 6 11 09 45 20
    - WhatsApp: same number as the business telephone
  • Article 2 – Purpose and Scope
    These General Terms and Conditions of Sale (hereinafter referred to as the “Terms”) govern purchases made on the website www.belleetvoilee.com by consumers acting for personal purposes.
    Belle et Voilée offers, in particular, hijabs, under-hijabs, prayer outfits, modest clothing and clothing accessories. By placing an order on the website, customers acknowledge that they have read and accepted these Terms before confirming their purchase.
    The applicable Terms are those in force on the date the order is placed. They remain accessible on the website at all times.
    Sales made in person at fairs or exhibitions may be subject to different rules, particularly regarding the right of withdrawal.
  • Article 3 – Products and Availability
    The essential characteristics of each item, including its description, composition, dimensions, sizes and available colours, are displayed on the relevant product page. Belle et Voilée makes every effort to present its products accurately. However, slight colour differences may occur depending on the settings of the screen used.
    Products are offered subject to availability. If an item becomes unavailable after an order has been confirmed, the customer will be informed as soon as possible. An appropriate solution will be offered, including a replacement product with the customer's agreement or a refund for the unavailable items. No replacement with a different item will be imposed without the customer's consent.
  • Article 4 – Prices and Promotions

    Belle et Voilée benefits from the French VAT exemption scheme for small businesses: VAT not applicable, Article L. 233-3 of the French Code of Taxes on Goods and Services (CIBS), subject to continued eligibility for this scheme.
    Prices displayed on product pages do not include any applicable delivery charges, which are specified before the order is finally confirmed. The total amount payable is displayed in the order summary.
    Belle et Voilée may change its prices at any time. Products are invoiced at the price applicable when the order is confirmed.
    Promotional codes and commercial discounts are subject to the conditions communicated with the offer, particularly regarding their validity period, eligible products and whether they can be combined with other offers.

  • Article 5 – Placing and Confirming Orders

    To place an order, the customer selects the desired products, adds them to the shopping cart and provides the information required for billing and delivery. Before final confirmation, the customer can review and correct the order details. Confirming an order entails an obligation to pay the full amount indicated, using the selected payment method. An order confirmation is sent by email to the address provided by the customer. 
    The customer is responsible for ensuring that the information provided is accurate, particularly the delivery address and contact details. Belle et Voilée reserves the right to refuse or cancel an order for a legitimate reason, including proven fraud, clearly abusive use of the service or product unavailability.
    If a paid order cannot be fulfilled, the relevant amounts will be refunded in accordance with applicable regulations.

  • Article 6 – Payment Methods
    Electronic transactions are processed by secure payment service providers. Payment information is handled in accordance with the security standards applicable to those providers.
    For orders involving payment on delivery, the applicable conditions are specified before final confirmation.
    The available payment methods are those displayed at checkout. They may include:
    • - Secure payment by bank card;
    • - Electronic payment solutions displayed on the website, including Apple Pay and Google Pay when available;
    • - Cash payment when an order is personally delivered to the customer's home, only when this option is offered within the Lyon metropolitan area;
    • - Any other payment method expressly offered during checkout.
  • Article 7 – Delivery and Shipping Costs
    Belle et Voilée offers several delivery methods depending on the destination and available services: delivery to a pickup point or parcel locker, home delivery, or personal delivery to the customer's home by appointment within eligible areas of the Lyon metropolitan area.

    • 7.1 – Order Preparation and Dispatch
      Orders are usually prepared and dispatched within 48 business hours, except in special circumstances or where otherwise indicated. Transit times vary according to the destination and selected delivery method.
      Information about delivery methods and estimated delivery times is available on our page: Shipping Policy. Where no delivery deadline has been agreed upon, the legal provisions of Article L216-1 of the French Consumer Code apply.

    • 7.2 – Shipping Costs

      Shipping charges and any free-shipping thresholds vary depending on the destination country, delivery method and order value. All conditions are detailed on our page: Shipping Policy. The shipping charges applicable to each order are indicated before final confirmation.

    • 7.3 – Personal Delivery
      When the customer selects personal delivery to their home, Belle et Voilée contacts them to arrange an appointment. The delivery date and time are agreed upon with the customer. Where cash payment is offered, payment is made when the items are handed over. This delivery method is only available in eligible geographical areas.
    • 7.4 – Delayed or Missing Deliveries

      In the event of a delay or delivery problem, Belle et Voilée will take the necessary steps with the carrier to locate the parcel. If the order has still not been delivered after 30 days and no reliable information is available to locate the parcel or estimate its delivery, the customer may request a full refund without waiting for the carrier's investigation to be completed.
      This provision does not restrict the consumer's statutory rights in the event of delayed delivery, including the right to cancel the order under the conditions provided by law. If an order is cancelled due to non-delivery, the refund will be issued within a maximum of 14 days, in accordance with the French Consumer Code.

  • Article 8 – Right of Withdrawal

    In accordance with the French Consumer Code, the customer has 14 days from receipt of the order to exercise the right of withdrawal, without having to provide a reason. To submit a request, the customer may use our online form, which is accessible without creating an account: Withdrawal form. 
    The customer may also notify us of the decision to withdraw by sending a clear and unambiguous statement by email to info@belleetvoilee.com. An acknowledgement of receipt is sent by email when the request is submitted through our online form.
    After exercising the right of withdrawal, the customer has a further 14 days to send the returned items to the address provided. Return shipping costs are borne by the customer, unless otherwise required by law or expressly agreed by Belle et Voilée.
    Items must be returned complete, together with any accessories. They may be tried on as they would be in a physical shop. Any excessive handling that reduces the value of a product may result in the customer's liability under the conditions provided by law. Statutory exceptions to the right of withdrawal apply, in particular, to items made to the customer's specifications or clearly personalised, and to items unsealed after delivery that cannot be returned for reasons of health protection or hygiene.
    For further information, please visit our page Returns and Refunds.

  • Article 9 – Refunds
    In the event of a valid withdrawal, Belle et Voilée will refund the amounts due within a maximum of 14 days from notification of the withdrawal. However, the refund may be withheld until the returned items have been received or until proof of their dispatch has been provided, whichever occurs first.
    Where withdrawal concerns the entire order, the original delivery charges will be refunded within the limits prescribed by law. Any additional costs resulting from the customer's choice of a delivery method more expensive than standard delivery will not be refunded. In the case of a partial return, the refund covers the items concerned and, where applicable, any delivery charges that are legally refundable.
    Refunds are made using the original payment method, unless the customer expressly agrees to another method that does not incur any additional fees.
    • Special Case: Parcels Not Collected from a Pickup Point or Parcel Locker

      The customer is responsible for collecting the order within the period indicated by the carrier. If failure to collect the parcel results in its return to Belle et Voilée, a new shipment may be offered at the customer's expense, subject to their agreement.
      If the parcel has not been collected despite notifications and reminders, and the right of withdrawal has not been exercised, Belle et Voilée reserves the right to claim reimbursement of actual, documented expenses where the failure to collect is attributable to the customer, in accordance with applicable regulations.
      This provision does not restrict the consumer's statutory right of withdrawal.

  • Article 10 – Exchanges

    If an item is unsuitable, the customer may contact Belle et Voilée to request an exchange. Exchanges are offered subject to product availability and customer service approval. Any return shipping costs and charges for sending the replacement item are communicated to the customer before the exchange is confirmed. The option to exchange an item does not restrict the statutory right of withdrawal or any applicable legal guarantees.
    In the event of a defective or non-conforming product, the provisions concerning statutory guarantees apply.

  • Article 11 – Statutory Guarantees

    Products sold by Belle et Voilée are covered by the statutory guarantees provided under French law.
    Statutory guarantee of conformity: The customer has two years from delivery of the product to exercise their rights in the event of a lack of conformity, in accordance with Articles L217-3 et seq. of the French Consumer Code. Under the conditions provided by law, the customer may obtain repair or replacement of the product or, where the statutory conditions are met, a price reduction or termination of the sale
    Guarantee against hidden defects: In accordance with Articles 1641 et seq. of the French Civil Code, the customer may also bring a claim in respect of a hidden defect within two years of discovering it.
    If an item is defective, damaged or does not match the order, the customer may contact info@belleetvoilee.com, providing the order number and a description of the problem.
    Where required by a statutory guarantee, the costs necessary to implement that guarantee are borne by Belle et Voilée. The statutory information notice on legal guarantees, provided for under Article D211-2 of the French Consumer Code, supplements this article.

  • Article 12 – Liability

    Belle et Voilée undertakes to fulfil orders in accordance with these Terms and applicable regulations. If a problem arises concerning an order, customers are invited to contact customer service so that an appropriate solution can be sought. Belle et Voilée cannot be held liable for consequences arising from the customer's fault or from an event meeting the legal criteria for force majeure. Nothing in these Terms restricts the consumer's statutory rights, particularly regarding delivery and legal guarantees.

  • Article 13 – Protection of Personal Data

    Personal data provided when placing an order is used in particular to process the order, receive payment, arrange delivery and manage customer relations. Such data is processed in accordance with applicable personal data protection regulations.
    Information about the use and retention of personal data and customers' rights is detailed in our page Privacy Policy.

  • Article 14 – Customer Service and Complaints

    For any questions about an order, delivery, return or refund, customers can contact Belle et Voilée by email at info@belleetvoilee.com, or by telephone or WhatsApp using the contact details provided in the seller information. For a faster response, we encourage customers to contact us via WhatsApp or email. Belle et Voilée endeavours to process each request as promptly as possible and to offer an appropriate solution.

  • Article 15 – Consumer Mediation
    In the event of a dispute between the customer and the business, both parties will endeavour to resolve it amicably. The customer should first submit a written complaint to the seller or, where applicable, to the seller's customer relations department.
    If no amicable agreement is reached, or if the seller fails to respond within a reasonable period of one (1) month, a consumer within the meaning of Article L.612-2 of the French Consumer Code may, if the disagreement persists, refer the dispute free of charge to the competent mediator listed by the French Commission for the Evaluation and Supervision of Consumer Mediation pursuant to Article L.615-1 of the French Consumer Code:
    La Société Médiation Professionnelle
    http://www.mediateur-consommation-smp.fr
    Alteritae 5 rue Salvaing 12000 Rodez
    Using mediation does not deprive the consumer of the right to bring proceedings before the competent courts.
  • Article 16 – Applicable Law and Dispute Resolution

    These Terms are governed by French law, without prejudice to any mandatory consumer protection provisions applicable in the customer's country of residence. In the event of a dispute, Belle et Voilée gives priority to reaching an amicable solution. If no amicable resolution can be reached, the dispute may be brought before the competent courts in accordance with applicable legal rules. These Terms may be consulted in the languages offered on the Belle et Voilée website.

Products sold by Belle et Voilée are covered by the statutory guarantee of conformity and the guarantee against hidden defects, in accordance with French law. The statutory information detailing consumers' rights is set out in the notice below, pursuant to Article D211-2 of the French Consumer Code.
 
Statutory Information Notice – Legal Guarantees
 

The consumer has a period of two years from delivery of the goods to obtain implementation of the statutory guarantee of conformity if a lack of conformity becomes apparent. During this period, the consumer is only required to establish the existence of the lack of conformity, not the date on which it appeared.

Where the contract for the sale of goods provides for the continuous supply of digital content or a digital service for a period exceeding two years, the statutory guarantee applies to that digital content or digital service throughout the agreed supply period. During this period, the consumer is only required to establish the existence of the lack of conformity affecting the digital content or digital service, not the date on which it appeared.

The statutory guarantee of conformity requires the seller, where applicable, to provide all updates necessary to maintain the conformity of the goods.

The statutory guarantee of conformity entitles the consumer to repair or replacement of the goods within 30 days of the request, free of charge and without major inconvenience to the consumer.

If the goods are repaired under the statutory guarantee of conformity, the consumer benefits from a six-month extension of the original guarantee.

If the consumer requests repair but the seller imposes replacement, the statutory guarantee of conformity is renewed for a period of two years from the date of replacement.

The consumer may obtain a reduction in the purchase price while keeping the goods, or terminate the contract and receive a full refund in exchange for returning the goods, if:

1. The seller refuses to repair or replace the goods;

2. The repair or replacement takes place more than 30 days after the request;

3. The repair or replacement causes major inconvenience to the consumer, particularly where the consumer permanently bears the cost of taking back or removing the non-conforming goods, or the cost of installing repaired or replacement goods;

4. The lack of conformity persists despite an unsuccessful attempt by the seller to bring the goods into conformity.

The consumer is also entitled to a price reduction or termination of the contract where the lack of conformity is sufficiently serious to justify an immediate price reduction or termination. In such circumstances, the consumer is not required to request repair or replacement beforehand.

The consumer is not entitled to terminate the sale if the lack of conformity is minor.

Any period during which the goods are unavailable for repair or replacement suspends the remaining guarantee period until the repaired or replacement goods are delivered.

The rights described above arise from Articles L. 217-1 to L. 217-32 of the French Consumer Code.

A seller who acts in bad faith to obstruct implementation of the statutory guarantee of conformity may be subject to a civil fine of up to €300,000, which may be increased to 10% of the average annual turnover (Article L. 241-5 of the French Consumer Code).

The consumer also benefits from the statutory guarantee against hidden defects under Articles 1641 to 1649 of the French Civil Code, for a period of two years from discovery of the defect. This guarantee entitles the consumer to a price reduction if the goods are retained or a full refund in exchange for returning them.

You can exercise your right of withdrawal directly using our online withdrawal form, which is accessible without creating an account. You may also use the model form below and send it to us by email at info@belleetvoilee.com.
 
Model Withdrawal Form
 
(Complete and return this form only if you wish to withdraw from the contract.)
 
To:
 
Belle et Voilée – EI NISREEN TREFI
48 rue Alsace-Lorraine
69500 Bron – France
 
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods:
 
Product(s) concerned:
…………………………………………………………….
 
Ordered on / received on:
…………………………………………………………….
 
Name of consumer(s):
…………………………………………………………….
 
Address of consumer(s):
…………………………………………………………….
 
Signature of consumer(s):
(Only if this form is submitted on paper)
 
…………………………………………………………….
 
Date:
…………………………………………………………….
 
(*) Delete as appropriate.