Terms of sale

GENERAL TERMS AND CONDITIONS OF SALE AND PROVISION OF SERVICES

Once Upon Magic

Version dated 22 September 2026

SASU with share capital of €1,000
SIREN: 104 733 027
SIRET: 104 733 027 00015
Registered office: 49 rue Ernest Renan, 78800 Houilles, France
Registered with the Versailles Trade and Companies Register under number 104 733 027
APE code: 47.91B – Specialised catalogue mail order retail
EU VAT number: FR88104733027
Email: contact@onceuponmagic.com
Website: onceuponmagic.com

Article 1 – Purpose and definitions

These General Terms and Conditions of Sale and Provision of Services, hereinafter the “Terms”, govern orders placed on onceuponmagic.com by a consumer, hereinafter the “Customer”.

Once Upon Magic offers two legally and commercially distinct categories of offers:

  • in-stock products, already held by Once Upon Magic and sold directly to the Customer;
  • Disneyland Paris Pickup items, offered in the “Pickup” section of the Website, for which the Customer entrusts Once Upon Magic with a purchasing assignment including searching, travelling to the store and purchasing the item in a physical shop on behalf of the Customer. Collection, temporary storage, preparation and organisation of dispatch are ancillary logistics operations to this assignment.

The term “Pickup” refers to Once Upon Magic travelling to a store in order to carry out the purchasing assignment. It does not mean collection of the order by the Customer.

Mandatory provisions of French consumer law remain applicable where they cannot be contractually excluded.

Article 2 – Identity and independence of Once Upon Magic

Once Upon Magic is an independent company. It is not affiliated with, approved by or acting on behalf of The Walt Disney Company, Disneyland Paris, Loungefly or any related companies.

Third-party trademarks, characters, logos and visual material remain the exclusive property of their respective owners.

Article 3 – Pre-contractual information and acceptance of the Terms

Before placing an order, the Customer may review the essential characteristics of the offer, its total price, payment terms, delivery conditions and these Terms.

Confirming the order constitutes acceptance of the Terms in force on the date of the order. Where an order contains at least one Disneyland Paris Pickup item, the Customer must also expressly accept the specific conditions applicable to the Pickup purchasing assignment using the checkbox provided in the cart.

The Terms may be saved or printed by the Customer. The confirmation email constitutes a summary of the order, without prejudice to the information contained in these Terms.

Article 4 – In-stock products

In-stock products are products already held by Once Upon Magic at the time of the order. They are sold directly to the Customer and are subject to the rules applicable to distance sales, including the right of withdrawal and statutory guarantees.

Once Upon Magic takes great care with descriptions and photographs. Minor, non-material differences may nevertheless occur due in particular to screen settings, packaging, pattern placement or changes decided by the manufacturer.

Article 5 – Nature of the Disneyland Paris Pickup purchasing assignment

For each item offered in the “Pickup” section of the Website, the Customer entrusts Once Upon Magic with the task of searching for and purchasing in a physical store the item matching the reference, size, model and characteristics selected when ordering.

Once Upon Magic acts as an independent service provider for this assignment. The item is searched for and purchased at the Customer’s request, according to the availability and conditions observed in store at the time of the visit.

The main purchasing service is considered fully performed when the item complying with the Customer’s instructions has actually been purchased on the Customer’s behalf. Subsequent logistics operations remain subject to the provisions relating to preparation and delivery.

Once Upon Magic will not replace an unavailable item with another model, size or version without the Customer’s prior agreement.

Any available store receipt may be provided to the Customer on request, subject to practical constraints relating to the receipt issued by the store. This is a standard till receipt and does not necessarily bear the Customer’s name.

Article 6 – Ordering and availability

The order is recorded once payment has been validated. Once Upon Magic sends the Customer an order summary email.

For Pickup items, the presence of an item on the Website does not guarantee its final availability in Disneyland Paris stores. Availability can only be confirmed at the time of actual purchase.

In the event of total or partial unavailability:

  • Once Upon Magic informs the Customer as soon as possible and, where possible, within five calendar days after the unavailability is identified;
  • the Customer has five calendar days to state whether they wish to wait for possible restocking or give up the unavailable item;
  • if no response is received, the other available items may be shipped and the amount corresponding to the item not obtained will be refunded to the original payment method;
  • waiting for restocking may not exceed thirty days unless otherwise expressly agreed with the Customer.

No deduction will be made for an item that could not be obtained, except for a special assignment expressly agreed with the Customer and already partially performed under Article 8.

Article 7 – Prices and payment

Prices are stated in euros, inclusive of all taxes, excluding delivery charges and any optional extras clearly shown before the order is confirmed.

The applicable price is the price displayed at the time of ordering. Once Upon Magic may change its prices for future orders without affecting orders already confirmed.

7.1 – Prices of in-stock products

The displayed price is the sale price of the product.

7.2 – Overall price of Pickup items

For a Disneyland Paris Pickup item, the displayed price is an overall price including the purchase of the item on behalf of the Customer and payment for the purchasing assignment entrusted to Once Upon Magic.

Within this overall price, 15% of the VAT-inclusive displayed price of the Pickup item represents payment for the purchasing assignment. This remuneration is already included in the price presented to the Customer and is not an additional amount charged after the order.

This remuneration covers in particular searching, monitoring, travel, waiting time, purchase in store, advance payment, collection and administrative management of the assignment.

7.3 – Options and additional charges

The Pickup Express service is optional. When available, its price is displayed separately in the cart before the order is confirmed.

Delivery charges are displayed before payment. No additional amount may be charged without the Customer’s agreement.

Article 8 – Start of the Pickup assignment and right of withdrawal

The Pickup purchasing assignment constitutes a service performed at the Customer’s request. Where the Customer wishes performance to begin before the end of the statutory withdrawal period, Once Upon Magic obtains the Customer’s express request at the time of ordering.

The Customer acknowledges that, once the purchasing assignment has been fully performed, in particular once the requested item has actually been purchased on the Customer’s behalf, the Customer loses the right of withdrawal relating to the fully performed service, in accordance with Articles L.221-25 and L.221-28 of the French Consumer Code.

If the Customer exercises the right of withdrawal before completion of the assignment for which immediate performance was requested, the Customer remains liable for an amount corresponding to the services actually performed up to the date of notification, calculated proportionately to the price of the service.

Once the item has been purchased in store on behalf of the Customer, the assignment can no longer be unilaterally cancelled. Any return accepted by the third-party store depends solely on that store’s commercial policy and cannot be guaranteed by Once Upon Magic.

This Article is not intended to exclude any mandatory guarantee or right applicable to the Customer under the legal classification ultimately retained by law or by a court.

Article 9 – Right of withdrawal for in-stock products

For in-stock products sold at a distance, the consumer Customer has fourteen days from receipt of the goods to notify the decision to withdraw without giving any reason.

The Customer then has fourteen days to return the product. Direct return costs remain payable by the Customer, except where the return results from an error attributable to Once Upon Magic or where Once Upon Magic expressly agrees to cover them.

The product must be returned complete, with its accessories and, where possible, in its original packaging. The Customer may handle the product only to the extent necessary to establish its nature, characteristics and proper functioning. Any depreciation caused by handling beyond what is necessary may be deducted from the refund where permitted by law.

The refund is made within the statutory time limits and may be deferred until the goods are recovered or proof of dispatch is provided, whichever occurs first.

Article 10 – Preparation and delivery

Detailed arrangements are set out in the Shipping Policy, which supplements these Terms.

  • In-stock products: usually prepared within two to seven business days.
  • Pickup items: timing varies depending on travel dates, in-store availability and possible restocking. The estimated timeframe available at the time of ordering is communicated to the Customer.

Where no specific date or timeframe has been expressly agreed, statutory rules relating to delivery times remain applicable.

For Pickup items whose exact weight or volume is not known before purchase, shipping costs may be based on an estimate. If a significant difference is identified, Once Upon Magic offers the Customer, before dispatch and without automatic charging, a documented adjustment or an alternative shipping solution.

Article 11 – Transport, receipt and complaints

Where the carrier is 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.

Where the Customer independently chooses a carrier that was not offered by Once Upon Magic, the risk transfers when the parcel is handed over to that carrier.

The Customer is encouraged to check the parcel and the items immediately upon receipt and promptly report any issue to Once Upon Magic, with useful photographs. Failure to report within forty-eight hours does not deprive the Customer of statutory rights.

In the event of loss or damage during transport arranged by Once Upon Magic, Once Upon Magic remains the Customer’s point of contact and carries out the necessary steps with the carrier, without making the Customer’s statutory rights dependent on the final outcome of the carrier’s investigation.

11.1 – 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 parcel before forwarding it to its final destination, that intermediary is considered, for this first delivery, a third party designated by the Customer.

The transport arranged by Once Upon Magic covers the journey between dispatch of the order and physical delivery to that company or intermediary.

From the time of this first receipt, Once Upon Magic no longer controls the conditions in which the parcel is opened, checked, handled, stored, repackaged or forwarded, nor the choice of carrier that may be used for the next journey.

It is the Customer’s responsibility to choose a forwarding service allowing sufficient inspection upon receipt and prompt reporting of any issue.

Where the services offered by the forwarding company allow 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 the contents are checked, whether the items received match 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 to its final destination creates an additional delay, an issue discovered only upon final receipt may be identified after the expiry of 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 any required reservations or reports upon first receiving the parcel.

11.2 – Missing item, loss 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, on its own, the information necessary to determine with certainty at which stage any disappearance, loss, 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 or handled the parcel and/or to the carrier that transported it between that company and the final destination.

Once Upon Magic may request any useful 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 list or inventory of items identified on arrival;
  • information concerning 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 guarantee or right available under applicable law.

The provisions of this Article are supplemented by the Shipping Policy.

Article 12 – Pickup parcels not collected or returned for a reason attributable to the Customer

This Article applies exclusively to items offered in the “Pickup” section of the Website.

Where a parcel is returned to Once Upon Magic due in particular to failure to collect from a pickup point, an incorrect or incomplete address, unjustified refusal, repeated absence of the recipient or any other cause attributable to the Customer:

  • the purchasing assignment and preparation already performed are not cancelled;
  • amounts already paid for the relevant Pickup items remain due and no automatic refund is made;
  • the relevant items remain available to the Customer for a new shipment;
  • the original shipping costs, any return costs charged by the carrier and the new shipping costs remain payable by the Customer to the extent permitted by law.

At the Customer’s request, Once Upon Magic may arrange a new shipment after prior payment of:

  • the new shipping costs;
  • and repackaging costs equal to 5% of the VAT-inclusive amount of the Pickup items concerned by the new shipment.

No new shipment will take place before these amounts have been paid and a complete delivery address has been confirmed.

This clause 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 right.

Article 13 – Returns, errors and refunds

Returns of in-stock products are governed by Article 9 and the Refund Policy.

In the event of an incorrect, incomplete or damaged item, or an item with a defect, the Customer must contact Once Upon Magic at contact@onceuponmagic.com, stating the order number and attaching photographs where possible.

Where an order passed through a forwarding company, freight forwarder or reshipping service before final receipt by the Customer, the circumstances of any loss, missing item or damage are reviewed in accordance with Articles 11.1 and 11.2 of these Terms, in particular in order to determine at which stage the issue may have occurred.

No return costs will be charged to the Customer where a return is made necessary by an error attributable to Once Upon Magic or by implementation of a statutory guarantee.

Article 14 – Statutory guarantees

For goods sold directly by Once Upon Magic, the Customer benefits from the statutory guarantee of conformity under Articles L.217-3 to L.217-32 of the French Consumer Code and the warranty against hidden defects under Articles 1641 to 1649 of the French Civil Code.

For items purchased as part of a Pickup assignment, Once Upon Magic provides the Customer, on request, with available supporting documents and reasonably assists with steps involving the store or manufacturer. Nothing in these Terms limits any mandatory guarantee legally owed by Once Upon Magic.

Statutory guarantee notice applicable to sales of goods

The consumer has two years from delivery of the goods to invoke the statutory guarantee of conformity where a lack of conformity appears. During this period, the consumer only needs to establish the existence of the lack of conformity and not the date on which it appeared.

Where the contract for the sale of goods provides for continuous supply of digital content or a digital service for more than two years, the guarantee applies to that digital content or service throughout the agreed supply period. During that period, the consumer only needs to establish the existence of the lack of conformity affecting the digital content or service and not the date on which it appeared.

The statutory guarantee of conformity includes, where applicable, an obligation to provide all updates required to maintain conformity of the goods.

The statutory guarantee of conformity entitles the consumer to repair or replacement within thirty days of the request, free of charge and without major inconvenience.

If the goods are repaired under the statutory guarantee of conformity, the consumer benefits from a six-month extension of the original guarantee. If the consumer requests repair but the seller imposes replacement, the guarantee is renewed for two years from the replacement.

The consumer may obtain a reduction in the purchase price while keeping the goods, or terminate the contract and receive a full refund against return of the goods, where the professional refuses to repair or replace, where repair or replacement takes place after thirty days, where bringing the goods into conformity causes major inconvenience, or where the lack of conformity persists despite an unsuccessful attempt.

The consumer is also entitled to an immediate price reduction or termination where the defect is sufficiently serious. The consumer is not entitled to terminate where the defect is minor.

Any period during which the goods are immobilised for repair or replacement suspends the remaining guarantee period until the repaired or replaced goods are delivered.

The above rights arise from Articles L.217-1 to L.217-32 of the French Consumer Code.

A seller who in bad faith obstructs implementation of the statutory guarantee of conformity is subject to the penalties provided for in Article L.241-5 of the French Consumer Code.

The consumer also benefits from the warranty against hidden defects under Articles 1641 to 1649 of the French Civil Code for two years from discovery of the defect. This warranty entitles the consumer to a reduction in price if the goods are kept or to a refund against return of the goods.

Article 15 – Liability

Once Upon Magic is responsible for proper performance of its obligations in accordance with applicable law.

As part of a Pickup assignment, Once Upon Magic does not guarantee the availability of an item, that its in-store price will remain unchanged, quotas imposed by the store, or the absence of exceptional closures or access restrictions beyond its control. Once Upon Magic nevertheless undertakes to perform the assignment diligently and inform the Customer of any substantial difficulty.

Once Upon Magic cannot be held liable for damage resulting from misuse of the product, incorrect information provided by the Customer or an external event meeting the legal requirements of force majeure.

No limitation of liability applies in cases of personal injury, gross or intentional fault, breach of an essential obligation or where such limitation is prohibited by law.

Article 16 – Force majeure

Neither party may be held liable for a failure directly caused by an event of force majeure within the meaning of Article 1218 of the French Civil Code. The affected party informs the other party as soon as possible. Performance of the prevented obligation is suspended for the duration of the event, without prejudice to the Customer’s rights where performance becomes definitively impossible.

Article 17 – Personal data

Personal data is processed for the management of orders, payments, deliveries and customer service in accordance with the Website’s Privacy Policy.

The Customer may exercise their rights by writing to contact@onceuponmagic.com.

Article 18 – Intellectual property

Content created by Once Upon Magic for the Website, including text, photographs, visuals and graphic elements, is protected by intellectual property law. Any unauthorised reproduction or use is prohibited.

Third-party trademarks and works remain the property of their respective owners. Their presentation on the Website does not imply any official affiliation.

Article 19 – Complaints and consumer mediation

For any complaint, the Customer must first contact Once Upon Magic at contact@onceuponmagic.com in order to seek an amicable solution.

Following a prior written complaint that remains unresolved, the consumer Customer may use the following consumer mediator free of charge:

[Membership in progress]

The European online dispute resolution platform ceased operating on 20 July 2025; these Terms therefore contain no reference to the former ODR platform.

Article 20 – Applicable law and competent courts

These Terms are governed by French law, without depriving a consumer Customer residing in another State of any more protective mandatory provisions that may apply in the Customer’s country of residence.

Failing amicable resolution or mediation, disputes fall within the jurisdiction of the courts competent under the applicable legal rules. No clause requires a consumer to submit to a territorially incompetent court.

Article 21 – Amendment and retention

Once Upon Magic may amend these Terms for the future. The applicable version is the version accepted by the Customer when ordering. Once Upon Magic retains evidence enabling the accepted version to be established and may provide a copy to the Customer on request.

Annex – Model withdrawal form

This form should only be used where the right of withdrawal applies to the relevant contract.

To Once Upon Magic, 49 rue Ernest Renan, 78800 Houilles, France – contact@onceuponmagic.com

I hereby give notice of my withdrawal from the contract for the sale of the following goods or provision of the following services:

Ordered on / received on:

Order number:

Name of consumer:

Address of consumer:

Date:

Signature of consumer, only if this form is submitted on paper: