Delivery & Dispatch Policy

We ship via Colissimo, DPD, UPS and DHL. Standard and Express options are available depending on the carrier and your postcode. The service level and price are shown automatically at checkout based on your basket and delivery address.

We ship to Belgium, Switzerland and many other countries via UPS, DHL, FedEx and DPD. Express and Economy options are available depending on the destination and the nature of the product. Some medical devices may require specific carriers or additional documents: our team will let you know if this applies to your order.

Delivery charges are calculated according to the weight, dimensions and destination of your order. The exact amount is shown before you confirm payment.

Some medical device shipments require an adult signature or identity verification on delivery, due to carrier or regulatory requirements. You will be informed at checkout if this applies to your order.

Orders placed Monday to Friday before 10am (Paris time) are usually dispatched the same day. Orders placed after this cut-off time, at weekends or on public holidays are dispatched on the next working day.

"In stock" on our shop means the item is physically available in our Annemasse depot (74100). These items are prepared and dispatched promptly once payment has been verified. All stock is held and dispatched from this single site.

Heavy, bulky or fragile equipment (oxygen concentrators, hospital beds, patient monitors) requires 1 to 2 additional working days of preparation for secure packaging and coordination with the carrier: their delivery times are shown in the "Estimated delivery times" section. For made-to-order items, the dispatch time will be confirmed by email at the time of purchase.

Indicative times, in working days, from order to delivery, for an order placed before 10am (Paris time) Monday to Friday:

Mainland France and Switzerland: 2 days (heavy equipment: 3 to 4 days)
Nearby Europe (Germany, Austria, Belgium, Spain, Italy, Luxembourg, Netherlands, Czechia, Slovenia): 3 to 4 days (heavy equipment: 5 to 6 days)
Further Europe (Bulgaria, Croatia, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Malta, Norway, Poland, Portugal, Romania, Slovakia, Sweden): 5 to 7 days (heavy equipment: 7 to 9 days)
United Kingdom (heavy equipment only): 7 to 9 days
Outside Europe (South Africa, Algeria, Australia, Canada, China, United Arab Emirates, United States, Hong Kong, Israel, Japan, Malaysia, New Zealand, Singapore): 7 to 14 days (heavy equipment: 9 to 16 days)

Customs clearance (Switzerland, United Kingdom, outside Europe), Corsica and remote areas may extend these times.

A tracking link is emailed to you as soon as your parcel is handed to the carrier. Click this link to check the status of your delivery in real time on the carrier's website. If you have not received a dispatch email within 2 working days, check your junk mail and then contact us with your order number.

Tracking help: info@selfimed.fr

Use the tracking link in your dispatch email to check the status. Most carriers offer a new delivery attempt or drop-off at a nearby pick-up point. You can usually rearrange delivery directly from the tracking page. Contact us at info@selfimed.fr with your order number if you need help.

You can collect your order from our Annemasse depot by appointment only. Contact us to agree a time slot so that we can prepare your order and the documents before you arrive.

Address: SelfiMed Europe, 16 Rue Germain-Sommeiller, 74100 Annemasse, France
Phone / WhatsApp: +33 6 85 24 98 95
Email: info@selfimed.fr

Please bring your order confirmation email and photo ID. For business orders, also bring your organisation's details (name and address of the establishment). Collections without a prior appointment or without the required documents may not be honoured on the day.

All international orders are shipped DAP (Delivered At Place). Import taxes, customs duties, clearance fees and local charges are not included in the product price or the shipping costs: they are payable by the recipient on import. The carrier or customs authorities may contact you to request payment or additional documents, so please respond promptly to avoid any delay.

We provide a commercial invoice and a packing list with every shipment. Any permits, licences or prescriptions required by the authorities in your country remain the buyer's responsibility. Local customs may ask for your EORI or VAT number to clear medical equipment: this is a regulatory requirement beyond our control.

Our French EORI: FR98018304000016 (available on request for your formalities).

If a parcel is returned to us in resaleable condition (refused at customs, unclaimed at a pick-up point or an address problem), we refund the value of the products only. Original shipping costs, return freight, customs clearance fees and carrier charges are non-refundable and may be deducted from the refund.

If customs seize, abandon or destroy the parcel, no refund can be given. It is the customer's responsibility to make sure the medical items ordered are permitted for import into their country before placing an order.

If you return goods from abroad after delivery, any refund of taxes or customs duties already paid falls under the process of the authorities in your country. This must be done directly with your customs office. We can provide proof of export or a return document on request.

If your item arrives damaged, report it within 48 hours of delivery. Email info@selfimed.fr with your order number, a description of the damage and clear photos. These are essential to open a claim with the carrier and organise a replacement or refund.

If your tracking has not updated for more than 5 working days (France) or 10 working days (international) beyond the estimated delivery date, contact us and we will open an investigation with the carrier. Investigations usually take 5 to 10 working days.

Contact: info@selfimed.fr  |  +33 6 85 24 98 95

Address changes are only possible before dispatch. For security reasons, we cannot redirect a parcel once it is in transit. If you have made a mistake, contact us immediately by phone or WhatsApp on +33 6 85 24 98 95 (do not rely on email alone for urgent changes before dispatch).

If a parcel is returned to us because of an incorrect address entered at checkout, reshipment will be arranged at the customer's expense. Any carrier charges for failed delivery attempts or address correction are also payable by the customer.

We cannot ship to destinations subject to French or international trade sanctions, or to areas not served by our carriers. If your country is not available at checkout, contact us and we will look into alternative solutions where possible.

Phone / WhatsApp: +33 6 85 24 98 95
Email: info@selfimed.fr
Contact form: selfimed.fr/pages/contact

SelfiMed Europe: Depot & Returns
16 Rue Germain-Sommeiller
74100 Annemasse, France

SIRET: 98018304000016  |  VAT: FR96948397740  |  EORI: FR98018304000016