Shipping policy
SHIPPING POLICY
Once Upon Magic
Version dated 22 September 2026
1. How we operate
Once Upon Magic ships orders to the address provided by the Customer. No in-person collection is offered.
Two categories of offers are available:
- In-stock products: items already held by Once Upon Magic.
- Disneyland Paris Pickup items: items offered in the “Pickup” section of the Website, which are searched for and purchased in a physical store on behalf of the Customer as part of a purchasing assignment. The term “Pickup” refers to Once Upon Magic travelling to the store and does not mean collection by the Customer.
2. Delivery areas
The available delivery areas and shipping methods are displayed at checkout. Once Upon Magic ships within France and to the European and international destinations offered during checkout.
3. Preparation times
- In-stock products: usually prepared within two to seven business days.
- Disneyland Paris Pickup items: the preparation time varies depending on travel dates, the actual availability of the item in store and any possible restocking.
Where a specific estimated time is stated on a product page, in the cart or in the order confirmation, that estimate will be taken into account. The Customer will be informed if any difficulty is likely to substantially affect the announced timeframe.
Where no specific date or timeframe has been expressly agreed, the applicable statutory rules relating to delivery times remain applicable.
4. Unavailability of a Pickup item
The availability of a Pickup item can only be confirmed at the time of purchase in the physical store.
If an item is unavailable:
- the Customer will be informed as soon as possible;
- the Customer may agree to wait for restocking for a maximum period of thirty days, unless otherwise expressly agreed;
- no substitution of model, size or version will be made without the Customer’s agreement;
- if the item cannot be obtained, the corresponding amount will be refunded in accordance with the Terms and Conditions of Sale.
5. Transit times after dispatch
The following timeframes are average estimates provided for information purposes after the parcel has been handed over to the carrier:
- France: two to five business days;
- Europe: three to ten business days;
- International outside the European Union: five to fifteen business days.
Delivery times may vary depending on the carrier, destination country, customs formalities, periods of high activity or exceptional circumstances.
6. Shipping costs
The shipping costs displayed when the order is placed are calculated according to the estimated weight and volume, the destination and the selected shipping method.
For certain Pickup items not yet held by Once Upon Magic, the exact weight or volume may not be known before purchase. The shipping costs displayed are therefore based on a reasonable estimate.
If a significant difference is identified after the item has been purchased:
- no additional amount will be charged automatically;
- Once Upon Magic will inform the Customer before dispatch and provide the amount of the adjustment or an alternative shipping solution;
- dispatch will take place after the Customer has agreed and, where applicable, paid the accepted adjustment.
7. Home delivery and collection points
The Customer must provide a complete and accurate address and, where a collection point is selected, collect the parcel within the period specified by the carrier.
The Customer is encouraged to track the parcel using the tracking link provided. If the originally selected collection point becomes unavailable, the carrier may redirect the parcel to a nearby collection point in accordance with its own terms.
8. Tracking
A tracking number or tracking link will be sent by email as soon as it is made available by the carrier.
9. Lost, damaged or incomplete parcels
Where the carrier was offered by Once Upon Magic, the risk of loss or damage remains with Once Upon Magic until the Customer, or a third party designated by the Customer, takes physical possession of the parcel.
In the event of loss, damage, a damaged item or any discrepancy concerning the contents of the parcel:
- the Customer should contact Once Upon Magic promptly, providing the order number and, where possible, photographs of the parcel, its packaging and its contents;
- Once Upon Magic will initiate the necessary procedures with the carrier where the issue may relate to transportation arranged by Once Upon Magic;
- Once Upon Magic will provide the appropriate solution in accordance with the Customer’s rights, without making those rights dependent on the final outcome of the carrier’s investigation.
Where the Customer independently chooses a carrier that was not offered by Once Upon Magic, the risk transfers to the Customer when the parcel is handed over to that carrier.
9.1 – Delivery through a parcel forwarding company, freight forwarder or reshipping service
Where the Customer chooses to have an order delivered to the address of a parcel forwarding company, freight forwarder, “parcel forwarding” service, “reshipping” service or, more generally, any intermediary responsible for receiving the order before forwarding it to its final destination, that intermediary is considered a third party designated by the Customer to receive the order.
The transportation arranged by Once Upon Magic covers the journey between dispatch of the order by Once Upon Magic and physical delivery of the parcel to the forwarding company or intermediary designated by the Customer.
From the time of this first delivery, Once Upon Magic no longer controls the conditions in which the parcel is opened, inspected, handled, stored, repackaged or forwarded, nor the choice of carrier that may be used for the subsequent journey.
It is the Customer’s responsibility to choose a forwarding service that allows the parcel to be inspected upon receipt and any discrepancy to be reported promptly.
Where the service offered by the forwarding company allows it, the inspection should include in particular:
- the external condition of the parcel;
- any signs of opening, impact, crushing, moisture or repackaging;
- the integrity of the packaging and protective materials;
- and, where the parcel is opened or its contents are inspected, whether the items received correspond to the expected contents of the order.
Any issue that may be attributable to the first transport arranged by Once Upon Magic, including a damaged, opened or repackaged parcel, damage in transit, partial loss or a missing item, must be reported without delay to the relevant carrier and to Once Upon Magic.
For transport operations subject to Article L.133-3 of the French Commercial Code, any damage or partial loss must be the subject of a reasoned notification to the carrier within three (3) days, excluding public holidays, following receipt of the parcel.
Because forwarding the parcel from the forwarding company to its final destination necessarily creates an additional delay, an issue discovered only upon final receipt may be discovered after the expiry of the time limits allowing a useful claim or investigation concerning the first transport.
It is therefore essential that the forwarding company carry out the necessary checks and, where appropriate, make the necessary reservations or reports upon first receiving the parcel.
9.2 – Missing item or damage discovered after forwarding
Where a forwarding company has received the parcel and then opened, handled, stored, repackaged and/or forwarded it without reporting any issue upon first receipt, Once Upon Magic no longer has the information necessary to determine with certainty at which stage any loss, disappearance, breakage or damage occurred.
Where an item is reported missing, lost, damaged or deteriorated for the first time after the parcel has been forwarded to its final destination, the Customer must first submit a claim to the forwarding company that received and handled the parcel and/or to the carrier that transported it from the forwarding company to the final destination.
Once Upon Magic may request any information that may help determine at which stage the issue may have occurred, including:
- photographs of the parcel when received by the forwarding company;
- the recorded weight of the parcel upon receipt;
- photographs or videos taken when the parcel was opened, where available;
- the record of items identified upon receipt;
- information regarding any repackaging;
- the weight of the parcel before forwarding;
- photographs of the parcel before forwarding;
- photographs of the packaging and its contents upon final receipt.
Where no issue was reported upon first receipt by the forwarding company and the parcel was subsequently opened, handled, repackaged and/or forwarded, an issue identified only at the final destination cannot automatically be attributed to the first transport arranged by Once Upon Magic.
This provision does not, however, exclude the responsibility of Once Upon Magic where it is established that the item concerned had not been included in the order during its initial preparation.
Nor does it deprive the Customer of any mandatory rights available under applicable law.
10. Pickup parcels not collected or returned to sender
This section applies exclusively to items offered in the “Pickup” section of the Website where the parcel is returned because it was not collected, the address was incorrect or incomplete, the parcel was unjustifiably refused, the recipient was repeatedly absent or for any other reason attributable to the Customer.
In such circumstances:
- the purchasing assignment and preparation already completed are not cancelled;
- amounts already paid for the relevant Pickup items remain due and no automatic refund will be made;
- the relevant items remain available to the Customer for a new shipment;
- the original shipping costs and any return costs charged by the carrier remain payable by the Customer to the extent permitted by law.
A new shipment may be arranged at the Customer’s request after prior payment of:
- the new shipping costs;
- and repackaging costs corresponding to 5% of the VAT-inclusive amount of the Pickup items concerned by the new shipment.
This rule does not apply where the return results from a fault attributable to Once Upon Magic or to a carrier offered by Once Upon Magic, or where it would deprive the Customer of a mandatory statutory right.
11. Incorrect address or requested changes
The Customer must check the delivery address before confirming the order. Any request to correct the address must be sent to Once Upon Magic as soon as possible.
Where the parcel has not yet been handed over to the carrier, Once Upon Magic will use its best efforts to take the requested change into account. However, a change cannot be guaranteed once preparation or dispatch has begun.
12. Customs duties and taxes outside the European Union
For deliveries outside the European Union, customs duties, import taxes or processing fees may be charged upon arrival. Unless otherwise stated at the time of ordering, these amounts are not included in the price paid to Once Upon Magic and remain payable by the recipient.
The Customer must check the rules applicable in the destination country.
13. Contact
For any question relating to shipping, the Customer may contact Once Upon Magic via the Contact page or by email at contact@onceuponmagic.com.
This Shipping Policy supplements the General Terms and Conditions of Sale and Provision of Services. In the event of any conflict, mandatory provisions of applicable law shall prevail.