Pickup and shipment

Are there any shipping fees? insert_link

No. ORNEST covers all shipping fees to ship pieces from owners to our workshop, from our workshop to renters, and from renters to our workshop.

The only exception is for an owner who wishes to recover his/her piece within 2 months of having entrusted it to us and before it has been rented at least twice. In this case, a flat rate of €50 will be charged. Outside of this case, the owner can recover his/her piece free of charge. This amount will not be charged if the owner agrees to entrust the piece to us within 15 days of having recovered it.

If the item you entrust to us is rejected because it is counterfeit, you will be liable to ORNEST for a fixed sum of €100 to cover the costs incurred (transport, authentication, etc.).

What packaging should I use? insert_link

Please return the piece in its original packaging.

Where can I find my shipping label? insert_link

Collections are made by courier, so you do not need a shipping label.

What happens if my package is lost? insert_link

We ask you to contact us as soon as possible if the courier does not show up for the appointment so that we can investigate.

If it is a delay, we will agree with you whether it is better to keep the appointment or reschedule it.

If it is proven that the package is lost, you will not be held responsible and our Customer Service team will contact you to compensate for the inconvenience.

How do I know where my package is? insert_link

Deliveries are made by courier at the agreed time and date, which means that the part leaves our workshops shortly before delivery.

You will receive a reminder 24 hours before the chosen delivery slot, and again 2 hours before. We do not provide GPS tracking at this time.

How does my delivery work? insert_link

Delivery is provided by an ORNEST courier to the address provided when ordering.

72 hours before the start of the rental, our team will contact you by email to agree on the delivery time slot.

You will receive a reminder 24 hours before your chosen delivery slot, and again 2 hours before. We do not provide GPS tracking at this time. 

How much does delivery cost? insert_link

Delivery and return of the piece are free of charge. ORNEST covers 100% of the costs.

How long is the delivery time? insert_link

Delivery is by appointment.

72 hours before the start of the rental, our team will contact you by email to agree on the delivery time slot. 

What should I do if my delivery doesn't arrive on time? insert_link

ORNEST Customer Service is at your disposal:

  • By email: membres@ornest.com
  • On whatsapp: +33 7 45 88 02 57
  • By phone: +33 1 89 70 96 46

We strongly urge you to contact us as soon as possible if the courier does not show up for the appointment so that we can investigate.

If it is a delay, we will agree with you whether it is better to keep the appointment or reschedule it.

If the package is found to be lost, you will not be held responsible and our customer service team will contact you to compensate for the inconvenience.

What if I need to change the delivery address or slot? insert_link

Pleas contact us.

  • By email: membres@ornest.com
  • On whatsapp: +33 7 45 88 02 57
  • By phone: +33 1 89 70 96 46
How does the return of my rented piece work? insert_link

The return is done by an ORNEST courier to the address provided at the time of ordering.

72 hours before the end of the rental, our team will contact you by email to agree on the return time slot.

After that, you just need to place the piece in its original packaging. 

What if I can't return the piece within the expected time frame? insert_link

It is imperative to contact ORNEST Customer Service as soon as possible to find a solution.

  • By email: membres@ornest.com
  • On whatsapp: +33 7 45 88 02 57
  • By phone: +33 1 89 70 96 46

If the delay exceeds 24 hours and you have not contacted us within this time frame, the piece will be considered lost or stolen. In this case, the security deposit will be charged, and you will be liable up to the replacement value of the piece.

Can I return my rented piece on a Sunday? insert_link

Yes, deliveries and collections are guaranteed 7 days a week.

What if the piece I rented is damaged when I receive it? insert_link

If you identify any damage upon receipt of the piece (not mentioned in the online product description), please send us photos of the damage as soon as possible :

  • By email: membres@ornest.com
  • On whatsapp: +33 7 45 88 02 57
  • By phone: +33 1 89 70 96 46

If you do not contact us promptly after noticing the damage, we will not be able to prove that the damage was not your fault, and you may be held liable for it.

We also ask that you contact us as soon as possible if any damage occurs during the rental.