Shipping policy

SHIPPING POLICY

Last updated: 1 March 2026

ARTICLE 1 — INTRODUCTION AND SCOPE

This Shipping Policy (hereinafter "the Policy") is established by H and R Agency FZ-LLC, a Free Zone Limited Liability Company incorporated and registered with the Ras Al Khaimah Economic Zone Authority (RAKEZ), under licence number 17005362 and registration number 0000004065895, with its registered office at Compass Building, Al Hulaila, AL Hulaila Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates (hereinafter "the Company", "we" or "H and R Agency").

This Policy sets out in a transparent, comprehensive, and binding manner the terms governing the processing, dispatch, and delivery of products sold via the e-commerce platform accessible at https://www.marcomoretti.shop (hereinafter "the Site"), dedicated to the retail sale of premium sunglasses and fashion accessories, to all customers (hereinafter "the Customer") who have placed an order on the Site.

H and R Agency FZ-LLC commits to organising the dispatch of orders as promptly as possible, through logistics providers recognised for their reliability and professionalism, and to ensuring secure and individualised tracking of every shipment. By validating an order on the Site, the Customer fully and unreservedly accepts the provisions of this Shipping Policy.

Guaranteed delivery period: 5 to 8 business days maximum from payment confirmation, for all delivery zones served.

ARTICLE 2 — GEOGRAPHICAL DELIVERY ZONES

2.1 — European Union

H and R Agency FZ-LLC delivers to all EU Member States, including France, Germany, Spain, Italy, Belgium, the Netherlands, Portugal, Finland, Sweden, Poland, Denmark, Ireland, Austria, Luxembourg, Greece, the Czech Republic, Hungary, Romania, Bulgaria, Croatia, Slovakia, Slovenia, Estonia, Latvia, Lithuania, Cyprus, and Malta.

France is the Company's primary geographical market, where the majority of its commercial activity is concentrated.

2.2 — United Kingdom and rest of Europe

Delivery is also available throughout the United Kingdom, including Northern Ireland, as well as to European countries outside the European Union, subject to the customs and regulatory conditions applicable in each territory.

2.3 — North America

Deliveries to Canada and the United States are fully covered, including remote states and territories such as Alaska, Hawaii, US overseas territories, Yukon, Northwest Territories, and Nunavut.

2.4 — Additional international destinations

Subject to logistical feasibility at the time of ordering, deliveries may also be arranged to the following countries:

  • Middle East: United Arab Emirates, Saudi Arabia, Qatar, Kuwait, Bahrain;
  • Asia: Japan, South Korea, Singapore, Hong Kong, Taiwan;
  • Oceania: Australia, New Zealand;
  • Latin America: Mexico, Brazil, Argentina, Chile, Colombia.

H and R Agency FZ-LLC reserves the right to temporarily or permanently exclude certain destinations due to customs, health, security, or logistical restrictions. Customers are invited to contact our customer service team at contact@marcomoretti.shop (available 7 days a week, 24 hours a day) to check delivery availability for destinations not listed above.

ARTICLE 3 — DELIVERY TIMEFRAMES

All delivery timeframes are calculated from the business day following payment confirmation. Saturdays, Sundays, and public holidays are not included in the calculation. Orders placed before 12:00 noon on a business day are processed the same day; orders received after 12:00 noon or on a non-business day are processed on the next business day.

Delivery zone Estimated timeframe
France (mainland) 3 to 5 business days
France (overseas territories) 5 to 8 business days
Belgium, Germany, Netherlands, Spain, Italy 4 to 7 business days
Rest of the European Union 5 to 8 business days
United Kingdom 5 to 8 business days
United States and Canada 5 to 8 business days
Middle East and Asia 5 to 8 business days
Oceania 6 to 8 business days
Latin America 6 to 8 business days

Under no circumstances shall the total delivery period exceed eight (8) business days from the date of payment confirmation, regardless of the destination zone, except in cases of force majeure, customs delay, or duly communicated exceptional and unforeseeable logistical circumstances.

These timeframes may be affected by circumstances beyond the control of H and R Agency FZ-LLC, including extreme weather conditions, periods of high logistical activity (end-of-year holidays, Black Friday, sales periods), local public holidays in the country of origin or destination, or any force majeure event within the meaning of Article 1218 of the French Civil Code.

ARTICLE 4 — FREE DELIVERY

Delivery is free on all orders, with no minimum purchase requirement, regardless of the destination zone and regardless of the dimensions or weight of the product ordered. No additional delivery charges will be applied at the time of order validation on the Site.

ARTICLE 5 — LOGISTICS PARTNERS AND CARRIERS

H and R Agency FZ-LLC carefully selects its logistics partners based on the delivery destination, the required service level, traceability requirements, and the specific shipping conditions of each geographical zone. Carrier partners used include in particular YunExpress, DHL Express, and FedEx, without this list being exhaustive.

H and R Agency FZ-LLC reserves the right to change its carrier partners at any time and without notice, provided that such a change does not affect the delivery timeframe and quality of service commitments made to the Customer.

ARTICLE 6 — ORDER TRACKING

Every order dispatched by H and R Agency FZ-LLC is individually tracked. A unique tracking number is systematically generated at the time of dispatch and communicated to the Customer by email at the address provided when placing the order.

The Customer is invited to use this tracking number to monitor the progress of their delivery in real time directly on the relevant carrier's website. If the Customer does not receive the dispatch confirmation email and tracking number within two (2) to three (3) business days following order confirmation, they are invited to check their spam folder and, if necessary, to contact our customer service team at: contact@marcomoretti.shop (available 7 days a week, 24 hours a day).

ARTICLE 7 — DELIVERY FAILURES AND DELAYS

7.1 — Main causes of delay

The main factors likely to cause a delivery delay beyond the communicated indicative timeframes are as follows:

  • Retention of the parcel by customs services of the destination country for inspection or regulatory control purposes;
  • Extreme weather conditions affecting air, sea, or land transport networks;
  • Periods of logistical overload, including end-of-year holidays, sales periods, or major commercial events;
  • Local public holidays in the country of dispatch or destination affecting parcel processing times;
  • Any force majeure event within the meaning of Article 1218 of the French Civil Code.

In the event that the guaranteed delivery period of eight (8) business days is exceeded, the Customer is invited to contact H and R Agency FZ-LLC's customer service team immediately at contact@marcomoretti.shop (available 7 days a week, 24 hours a day), providing their order number and tracking number, so that an investigation may be promptly initiated with the relevant carrier.

7.2 — Absence at time of delivery

In the event that the Customer is absent at the time of a delivery attempt:

  • A delivery notice will be left by the carrier, detailing the available collection options (re-delivery attempt or collection from a designated pick-up point);
  • The carrier will make a maximum of three (3) delivery attempts. After this number of unsuccessful attempts, the parcel will be automatically returned to the sender;
  • In the event of a parcel being returned to the sender due to a prolonged absence or failure by the Customer to collect within the timeframe set by the carrier, re-delivery charges at the applicable carrier rate may be charged to the Customer.

ARTICLE 8 — DELIVERY INCIDENTS

8.1 — Damaged product received

In the event of receiving a parcel with visible and external signs of damage, the Customer is strongly advised to:

  • Refuse acceptance of the parcel and request its return to the sender, by expressly recording reservations with the carrier at the time of the delivery attempt;
  • If the damaged parcel is nonetheless accepted, send clear, sharp, and detailed photographs of both the damaged parcel and the damaged product within a maximum of forty-eight (48) hours of receipt to: contact@marcomoretti.shop (available 7 days a week, 24 hours a day), together with the corresponding order number.

Following verification of the information provided and confirmation of damage sustained during transit, H and R Agency FZ-LLC will offer the Customer, at their sole choice, free replacement of the damaged product or a full refund of the order, in accordance with the conditions set out in the Return and Refund Policy.

8.2 — Lost or blocked parcel

In the event that fifteen (15) business days have elapsed from the confirmed dispatch date without the order having been received by the Customer, and with no tracking update recorded for more than ten (10) business days, the Customer is invited to:

  • Contact H and R Agency FZ-LLC's customer service team immediately at contact@marcomoretti.shop (available 7 days a week, 24 hours a day), quoting their order number and tracking number;
  • An official logistics investigation will be opened without delay with the relevant carrier partner.

In the event of an official declaration of parcel loss by the carrier following the investigation, H and R Agency FZ-LLC commits to offering the Customer, at their sole choice, re-dispatch of the ordered product(s) or a full refund of the order amount, including any delivery charges originally paid.

ARTICLE 9 — CUSTOMS DUTIES AND IMPORT TAXES

9.1 — Customer's customs responsibility

For deliveries to countries outside the European Union, the ordered products may be subject to customs duties, import taxes, local VAT, and other mandatory levies, set and collected by the customs and tax authorities of the destination country in accordance with applicable local regulations.

It is expressly stipulated that these customs duties and import taxes:

  • Are not included in the purchase price displayed on the Site or in any delivery charges paid by the Customer at the time of order validation;
  • Are solely and exclusively the personal responsibility of the recipient Customer;
  • Are collected directly by the local customs authorities or by the carrier on their behalf, and are beyond the control of H and R Agency FZ-LLC.

9.2 — Prior recommendation

Any Customer residing outside the European Union is strongly advised to enquire with the competent customs authorities in their country of residence before placing an order, in order to ascertain the duties and import taxes likely to apply to the ordered products. H and R Agency FZ-LLC shall not be held liable for any customs refusal, seizure, or additional cost resulting from the application of customs regulations in the destination country.

ARTICLE 10 — CUSTOMER OBLIGATIONS

In the context of the commercial relationship and order delivery, the Customer expressly undertakes to:

  • Provide, when placing their order, a complete, accurate, and valid delivery address, including all information necessary for parcel delivery (street number, building, floor, access code, postcode, city, country);
  • Personally ensure proper receipt of the parcel at the stated delivery address, or arrange for its collection without undue delay in the event of a delivery notice;
  • Promptly pay, where applicable, all customs duties and import taxes applicable in their country of residence;
  • Promptly report to H and R Agency FZ-LLC's customer service team any incident occurring during delivery.

In the event of an error in the delivery address provided by the Customer, unjustified failure to collect the parcel within the timeframe set by the carrier, or unjustified refusal of the parcel, H and R Agency FZ-LLC reserves the right to charge the Customer for the return costs actually incurred, as well as any applicable re-delivery charges.

ARTICLE 11 — APPLICABLE LAW AND DISPUTE RESOLUTION

For Customers residing within the European Union, this Shipping Policy is governed by the mandatory provisions of the French Consumer Code and Directive 2011/83/EU on consumer rights, in particular its articles relating to delivery timeframes and conditions.

In the event of a dispute relating to the application of this Policy, the Customer is invited to contact H and R Agency FZ-LLC's customer service team in the first instance at contact@marcomoretti.shop (available 7 days a week, 24 hours a day). Failing an amicable resolution, Consumer Customers residing in France may refer the matter to a consumer mediator, pursuant to Article L. 612-1 of the French Consumer Code. For cross-border disputes within the European Union, the Online Dispute Resolution (ODR) platform is accessible at: https://ec.europa.eu/consumers/odr.

ARTICLE 12 — CONTACT AND ASSISTANCE

For any question regarding delivery, order tracking, or the management of a transport incident, the Customer may contact H and R Agency FZ-LLC's customer service team:

LEGAL INFORMATION

  • Company: H and R Agency FZ-LLC
  • Type: Free Zone Limited Liability Company (FZ-LLC)
  • Supervisory authority: Ras Al Khaimah Economic Zone Authority (RAKEZ)
  • Licence number: 17005362
  • Registration number: 0000004065895
  • Registered office: Compass Building, Al Hulaila, AL Hulaila Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates
  • Email: contact@marcomoretti.shop
  • Website: https://www.marcomoretti.shop
  • Hosting provider: Shopify Inc., 151 O'Connor Street, Ground floor, Ottawa, Ontario, Canada K2P 2L8
  • Customer service: Available 7 days a week, 24 hours a day — contact by email only