Refund policy

Right of withdrawal and returns – Cartovia.com (formerly La Compagnie des Cartes). Conditions updated on November 12, 2026, applicable to orders placed on cartovia.com, a website operated by Moose Crossing SARL. They summarise Article 6 of our terms and conditions of sale, which prevails.

30 days to change your mind

You have thirty (30) days to withdraw, without giving any reason. This period runs from the day on which you, or a third party other than the carrier and designated by you, take physical possession of your order; if it is delivered in several parcels, from receipt of the last one. It extends the statutory period of fourteen days.

To exercise this right, inform us of your decision before this period expires:
– online, using the “Withdraw from contract here” function: you receive an acknowledgement of receipt by email;
– by sending us the withdrawal form by email or by post;
– or by any other unequivocal statement, for example via our contact form.

As long as your order has not been shipped, you can cancel it by the same means: we will refund you in full.

Returning the items

You then have fourteen (14) days to send the items back to us. We will email you the return instructions and, where applicable, the label. The return address is:
Atelier Full
Retour Cartovia + order number
232bis rue de la Lys
59250 Halluin
France
+33 3 20 68 50 30

The items must be complete. To protect them, we recommend their original packaging or equivalent packaging, such as a rigid tube for a wall map. You are only liable for any diminished value of the items resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

Return costs

  • Mainland France: free return, with a prepaid label sent by email or reimbursement of your shipping costs by SEPA bank transfer.
  • French overseas territories, other European Union countries, United Kingdom, Norway and Iceland: return costs are borne by you.
  • Other countries: return costs are borne by you and are not refunded, nor are any duties and taxes related to the return.
  • Wall maps, relief maps and globes: these items cannot normally be returned by post, and their direct return costs are borne by you, in France as elsewhere. We send you a prepaid label from a suitable carrier and deduct its actual cost from your refund: at most approximately €50 in mainland France (excluding Corsica and the islands) and €75 in Corsica, the islands, the French overseas territories, other European Union countries, the United Kingdom, Norway and Iceland. In other countries, their return is entirely at your expense. You may also arrange the return yourself, at your own expense.

Refund

We refund the price of the returned items and, if you return the whole order, the initial delivery costs (except any supplement for a delivery method more expensive than the cheapest standard delivery).

The refund is made within 48 working hours of receipt of your return, and no later than fourteen days after we were informed of your decision; we may, however, withhold it until we have received the items, or until you have supplied proof of having sent them back, whichever is earlier. It is made at no cost to you, using the payment method used for the order, unless you expressly agree otherwise. With a deferred debit card, it will only appear at the end of the month at the earliest.

Exceptions

The right of withdrawal does not apply to goods made to your specifications or clearly personalised (Article L221-28 of the French Consumer Code).

Damaged, defective or non-conforming item: this is not a withdrawal. Contact us via the contact form: the legal guarantees described in our terms and conditions of sale apply, and return costs are borne by us.