FAQ

    • Package damaged upon delivery

      Upon receipt of your order, it is imperative to check the condition of the package before accepting it. If the package is damaged (cardboard torn, crushed, wet, open, etc.), you must:

      • Refuse the package , specifying the reason to the carrier.
      • Or make specific reservations on the delivery slip (e.g., "crushed package, potentially damaged product"). Vague statements like "subject to unpacking" are of no value.
      • Take photos of the package before opening and send them to us within 24 hours at contact@banzai-editions.com

      ⚠️ No claim will be accepted if the package has been accepted without reservation or if no report has been made within 24 hours of delivery.

    • Delivery to relay point / Mondial Relay

      If you choose delivery to a collection point, please select your collection point immediately after confirming your order, as indicated in the delivery options.

      If no preference is selected, our team will automatically assign the nearest pickup point to the address provided to avoid delaying shipment. Once the label is generated, it is technically impossible to change the pickup point through the carrier.

      Therefore, we will not be able to comply with modification requests related to an initial lack of selection.

      Thank you for your understanding and vigilance when placing your order.

    • No collection from a relay point / Mondial Relay / Hermes / InPost

      Parcel not collected from collection point (Mondial Relay – J+5)

      If a parcel is not collected within the time limit set by Mondial Relay (5 days), it is automatically returned to us.

      In this case :

      • Refunds or reshipments can only be processed after we receive the returned package at our premises .
      • In the event of a new shipment, the reshipping costs will be borne by the customer .
      • If the items are damaged during the return (due to non-collection), no refund can be issued .

      We kindly ask you to carefully follow the carrier's notifications (SMS+email) to avoid this type of situation.

      Thank you for understanding..

    • Returns and exchanges

      We accept returns only in the following cases:

      • You received an incorrect item.
      • Your order arrived damaged (excluding minor damage such as a slightly bent corner).

      For any return or exchange request, contact us at contact@banzai-editions.com , specifying your order number and attaching photos of the item concerned.

      Items must be returned in their original packaging, in perfect condition, with all original items included. A prepaid return slip will be provided to you by email.

      ⚠️ If the returned item is damaged or poorly packaged, a partial refund of 50% will be applied to compensate for the loss in value.

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      • Characteristics of our paper

        Our handmade paper may sometimes have small imperfections (such as grooves or variations in texture), which are part of its natural characteristics.

        These small peculiarities contribute to the unique charm of this type of paper, and each copy may vary slightly.