1. Introduction
Welcome to FrenchForwarders.com by FR HUB SERVICES – SAS 103157459, Share Capital: €1,000.00, Registered Office: 14 Impasse du Grand Large, 22190 Plérin, France. By accessing our website and using our services, you agree to comply with and be bound by the following terms and conditions.
Please read them carefully. If you do not agree to these terms, please do not use our services.
2. Services Provided and Restrictions
FrenchForwarders offers package forwarding services, allowing customers to use our address to receive items from online retailers and other sources. We handle the receipt, consolidation, and forwarding of packages to your specified address. Additionally, we offer proxy shopping, where we order items on behalf of our customers, mail scanning to send French couriers by email, and 3PL services for business customers requiring logistics services.
FrenchForwarders acts solely as a service provider. We are not the sellers or manufacturers of the shipped items and cannot be held responsible for any delays, loss, damage, or issues caused by third-party carriers once the package is in their custody. While we may assist with carrier communications and claims where possible, all responsibility for the shipment lies with the carrier chosen by the customer.
When the total value of the goods in an order or delivery exceeds €4000, or when the weight of the goods exceeds 70kg, or their combined length and girth exceed 2,5m, or if one of it’s dimensions is higher than 1m you must contact us in advance for confirmation that we are willing to accept those restricted goods. As a condition to accepting restricted goods, we will require an additional fee.
When the custome’s package contains more than 7 types of declared products(eg; shoes, toy, CDs, Second hand Clothes…), each additional product type will incur a charge of €1 per line. This is due to the requirement for manual declaration and documentation for legal and customs purposes.
3. Ordering
To use our services, you must register and provide the details of your package(s) on our website. You must provide accurate and complete personal & delivery information and keep it up-to-date.
You are responsible for the information you provide.
Errors or failure to provide a correct address to the seller or us may result in your package being lost in the FrenchForwarders warehouse or any carrier you or us may use. It can otherwise be delayed, and we will not be responsible for any damages you may suffer as a result.
We will not be responsible for ensuring that items are correctly or safely packaged, and we will not be responsible for any damage to fragile or breakable items. All claims of this nature need to be resolved between you and the seller of the items. FrenchForwarders will not mediate or otherwise participate in any disputes between you and the seller.
When placing a request for proxy shopping service, you must provide us with the correct product information to process your order. We do not accept any liability related to any goods we order, except to the extent expressly set out in these Terms of Trade. If the goods are faulty, you must contact the supplier and/or manufacturer directly.
We must receive the full price payable for the goods before we can accept your order. If the goods cannot be supplied, we will inform you and arrange to refund any product sums paid by you in respect of the cost of the goods via the same payment method you used or by discounting the difference on the next invoice if there is one, in both cases net of any transaction costs and processing fees previously communicated to you. Should no product be ordered and processed, the Proxy shopping fee (not forwarding) will not be refunded as we will have worked on your account. Nevertheless, it will be discounted from a future order you may place!
4. Address and Shipping
We provide you with a unique address to receive packages in France. Once we receive your package, we will notify you and provide options for forwarding the package to your destination. Shipping costs and our fees will be calculated based on the services you need and the package dimensions, weight, and destination.
You are fully responsible for the content and nature of any items transported through our service, and it is your responsibility to ensure that the item can be transported into your country.
This includes complying with all applicable taxes, import and export laws, and shipping restrictions, and making all necessary and accurate customs declarations. Your failure to comply with these requirements may result in the destruction or return of the item to the seller at your expense, for which FrenchForwarders will not be held responsible.
It is also the customer’s responsibility to provide the correct forwarding address, receiving address, or pickup point address. If our assistance is required to retrieve a package delivered to an incorrect or unapproved location, we may offer retrieval services at a rate of €40 per hour.
5. Storage and Oversize Packages
As described on our package forwarding service page, storage of packages is free for one month for accounts occupying up to 343,000 cm³ or 0.343 cubic meters and for a sum of package weight under 20kg. If this limit is exceeded, or if an individual package exceeds 1.3 meters in length and is not part of a pre-authorized custom order a supplementary fee of 10 euros per month will be applied.
Unclaimed items that are unidentifiable or otherwise undeliverable for any reason will be stored at a FrenchForwarders warehouse for up to 90 days in total if no agreement with our company exists, after which they will be disposed of without any compensation to you.
6. Pictures
One set of pictures of package(s) is Free per Forwarding fee.
For services involving the consolidation of multiple packages, Frenchforwarders always provide a single set of pictures documenting the consolidated packages free of charge once consolidation is made. For other services, a general set of pictures is also available for free upon request. The reason being that the majority of customers prefer a much faster shipment processing over receiving images of cardboard boxes.
However, if special photo requests or pictures requiring additional handling are needed, these are subject to a charge, as detailed in our pricing table.
7. Prohibited Items
You agree not to use our services to ship items that are illegal, hazardous, or prohibited by local, national, or international laws. This includes but is not limited to:
- Any item not permitted for carriage by air or that cannot be delivered to the jurisdiction in which the delivery address is located
- Animals & Plants: Live animals, insects, plants, or any living creatures.
- Firearms & Ammunition: Guns, ammunition, explosives, weapon parts or accessories, and replicas.
- Hazardous Materials: Flammables, corrosives, toxic substances, compressed gases, and radioactive materials.
- Perishable Goods: Items requiring refrigeration or temperature-controlled transport.
- Medications & Supplements: Prescription drugs, dietary supplements, herbal remedies, and over-the-counter medical products.
- Narcotics & Controlled Substances: Illegal drugs, e-cigarettes, nicotine salts, and any substances classified as controlled under international law.
- Alcohol-Based Products: Perfumes, colognes, and any products containing alcohol. This includes all fragrance products.
- Counterfeit Goods: Fake branded items, replicas, and any goods infringing intellectual property rights.
- Payment Means & SIM Cards: Credit cards, debit cards, prepaid cards, SIM cards, and other payment instruments.
- Eyewear, Health Items & Food to the US: Glasses (eyewear), health-related items, and food products shipped to the United States.
- Air-Restricted & Locally Banned Items: Any item not permitted for air carriage or that cannot legally be delivered to the destination country.
- Oversized Parcels: Max 150 cm length, 30 kg, and L+2W+2H must not exceed 300 cm. No large appliances, pallets, or bicycles without prior approval.
Furthermore, FrenchForwarders strictly prohibits any illegal activity performed through or in relation to the services. We reserve the right to refuse, withhold, turn over, or destroy any items that are in contravention of any local laws, shipping restrictions, national regulations, or are otherwise potentially dangerous or prohibited by law.
The use of our address or services for the purpose of establishing residency, and for instance obtaining telephone, internet, or any kind of subscriptions, or for any other form of domicile registration, is strictly and unequivocally forbidden.
Any intentional illegal use of our services will result in a formal complaint being filed with law enforcement authorities in both the France and the destination countries.
FrenchForwarders is not responsible for any packages that are lost, destroyed, or confiscated by government authorities in contravention of the above.
In case of doubt, you can and should always verify with us.
8. Right to Inspect Packages
By using our service, the customer agrees that FrenchForwarders has the right to open and inspect any package at its discretion, without prior notice, in the following circumstances:
- If we suspect the package contains prohibited, restricted, or illegal items;
- If the declared contents, value, or description are unclear, incomplete, or appear fraudulent;
- If we believe the package may contain items unfit for international transport or not permitted at the destination;
- If inspection is required to comply with customs regulations, safety protocols, or legal obligations in France or in the destination country.
By using our services, you expressly consent to such inspections. FrenchForwarders is not liable for any delays, losses, or actions resulting from such inspections or from the enforcement of legal or safety obligations.
9. Customs and Duties
All packages forwarded through FrenchForwarders are subject to inspection by customs authorities.
You are responsible for paying any customs duties, taxes, or other fees imposed by the destination country based on the value and type of the goods that you informed us of.
We will not be liable for any delays or issues caused by customs processing. Packages with misleading product descriptions or under-declared valuations may be delayed by the relevant customs authorities, who may dispute and correct the declaration – in which case, you may have to pay additional duty, fines, or penalties to us or your government.
10. Additional Packaging and Special Requests
We provide reasonable protection for goods free of charge to ensure safe delivery.
Repacking a package is free if no invoice has been issued to the customer and FrenchForwarders has been authorized to do so.
However, if a package requires an excessive amount of protective materials or if a customer requests special packaging, such as custom crates or high-cost materials, these will be billed at cost. For example, if a customer requests packing materials, such as large volumes of filler or an oversized cardboard box, the customer will be responsible for covering these additional expenses.
11. Fees and Payments
Our fees for package forwarding services are clearly outlined on our website. You agree to pay all fees and charges for services you select, including any applicable taxes. Payments must be made through the payment methods we accept, which are listed on our website.
When you use the FrenchForwarders proprietary Shipping Cost Calculator for an advance determination of the combined costs, the resulting cost is an estimate only, based on the information you provide. The actual cost may vary from the estimate due to several factors, including but not limited to changes in delivery company rates, currency exchange rates, differences between estimated and actual package weights, product classification or value discrepancies, volumetric weight calculations for bulky, lightweight packages, and additional local delivery charges for remote geographic areas.
12. Chargeback
FrenchForwarders reserves the right, at its sole discretion, to apply a chargeback to your account for current and past errors, regardless of the source of the error. Such errors will be corrected, if possible, by debiting the credit card on your FrenchForwarders account (“Chargeback”).
You expressly agree and give FrenchForwarders consent to apply a chargeback to you or your account, in the form of a direct debit to your credit card, for any of the following reasons:
- Any error or discrepancy in the declaration, such as those related to the weight, dimension, content, or value of the items
- Failure to pick up or execute the order after duties or other fees have been paid on your behalf
- Any financial penalty incurred by FrenchForwarders and/or administrative penalty resulting from errors caused by you
- Any billing error or human error committed by FrenchForwarders, third parties (such as partner shipping carriers), and/or yourself, which resulted in undercharging your account
If FrenchForwarders determines that a chargeback is necessary, it will notify you by email. If the chargeback results from a misdeclaration on your part, an additional administrative penalty as defined herein as €10 will be added to the chargeback amount.
If FrenchForwarders is unable to process the chargeback due to a credit card issue or any other problem, the amount due will remain unpaid, and interest will be added and payable on all outstanding amounts at the maximum percentage allowed by applicable laws. This amount will be reflected on your account and will be in addition to all administrative fees, legal rights, and remedies available to FrenchForwarders to recover the outstanding amount.
13. Returns
If, Package Forwarding:
If you wish to return products before you have received them, you will need to contact the seller and arrange the return yourself. We will send the package using the shipping label provided by the seller or yourself free of charge for the first returned package if your order includes other items. However, if your order consists solely of items that need to be returned, we will bill you for our package forwarding services for each returned parcel as the work on our end will have been completed.
If, after receiving the goods, you wish to return them you will need to obtain the supplier’s agreement and send the item directly to their address. We won’t be able to represent you in this process, as we did not place the order, and it will be quicker for you to send the item back to the seller directly rather than going through us.
If, Proxy Shopping & Package Forwarding:
If you wish to return products before you have received them, we will make every effort to facilitate this for you. If your order includes other items, we will handle the return without charging additional fees on our end. However, if your order consists solely of items that need to be returned, we will still bill you for our package forwarding and proxy shopping services, as the work has already been completed.
If, after receiving the goods, you wish to return them because they are faulty or not as described in the order with the supplier, and you request us to handle the return, we will use reasonable efforts (free of charge) to obtain the supplier’s agreement to accept the return. if the supplier agrees to accept the return, you will be responsible for shipping the goods back to us at your expense.
In both cases, we will refund you the amount recovered from the supplier, minus any costs incurred at cost (such as return shipping costs, supplier restocking fees, or transaction costs).
Please note that if we are unable, despite reasonable efforts, to obtain a refund from the supplier, we will not be liable for any refund to you.
14. Liability and Insurance
FrenchForwarders will take reasonable care in handling your packages. However, we are not liable for any loss, damage, or delay caused by events beyond our control, including but not limited to natural disasters, customs delays, or carrier issues. You may purchase additional insurance for your packages at an extra cost when you ask for it to one of our team members.
FrenchForwarders will not be liable for products lost or damaged in transit from the merchant to any of our facilities and for any packages beeing shipping out. We reserve the right to refuse delivery if, upon inspection of the outside of the package, it is obvious that the product is damaged or incomplete or if any unforseen custom duties is asked from us. In such a case, we will return the product to the sender and will notify you.
15. Termination and Suspension
We reserve the right to terminate or suspend your account and access to our services at our discretion, without prior notice, if we believe you have violated these terms and conditions or engaged in fraudulent or illegal activities.
16. Privacy Policy
We are committed to protecting your privacy. Please refer to our Privacy Policy for information on how we collect, use, and disclose your personal information.
16. Changes to Terms and Conditions
We may update these terms and conditions from time to time. Any changes will be posted on our website, and your continued use of our services after such changes have been posted constitutes your agreement to the revised terms.
17. Governing Law
These terms and conditions are governed by and construed in accordance with the laws of France. Any disputes arising out of or related to the use of our services will be subject to the exclusive jurisdiction of the courts of France in Rennes.
Contact Us
If you have any questions about these terms and conditions do not hesitate to contact us.
Pricing Table
Core Services
| Package forwarding | €15 |
| Proxy shopping — up to 7 links per website, each different website billed separately | €15 |
| Proxy shopping Leboncoin — up to 7 listings | €18 |
| Consolidation (per additional package) | €3 |
Additional Services
| Photo of each forwarded package | Free |
| Additional or special handling photos | €3 |
| Extra package insurance | €1.75 per €100 declared |
| Pickup from relay points, per unit (with proxy shopping) | Free |
| Pickup from relay points, per unit (without proxy, with approval) | €15 |
| Pickup outside designated points | Variable |
| Storage (after 1 free month, per month) | €10 |
| Additional storage space (per 0.343 m³) | €10 |
| Custom work (per hour, with prior agreement) | €40 |
| Repacking | Free or at cost of particular packaging |
| Customs assistance (per 7 item types) | €5 |
| Payment processing fee (within the EU)* | 1.7% |
| Payment processing fee (outside the EU)* | 3.25% |
* Payment processors charge us to move funds, carrier fees and product purchases that we are simply passing through for you. This cost is passed on as is standard in the industry.
- ✓ No monthly subscription
- ✓ No account fees
- ✓ No unexpected charges
If your request requires a specific or unusual service, we will always send you a quote by email before carrying out the task.