- WHAT ARE THE COSTS OF DELIVERY?
France: free delivery (cocorico!)
International: free delivery for order over €150
Europe (EU countries): €10
Europe (non-EU), Africa, Middle-East: €15
Asia, USA & Canada: €20
Rest of the world: €25
Remote areas: Difficult Postal codes to deliver wherever in France, EU or worldwide will be subject to surcharge. If your address belongs there, we will inform you by email prior the delivery to inform you about the delivery fee for acceptance or order cancellation.
Orders are delivered DAP (Delivery at Place), which means for deliveries to non-EU countries: customers are responsible for all import duties, customs and local taxes if any. Please note that we are unable to advise the amount this may be. Our carrier (DHL primarily) will contact you once the parcel arrives in customs to inform if any additional cost. Please note that if you choose not to pay the import taxes, we reserve the right to charge the customer for incurred costs.
Please understand that we will have to charge you for a second shipment in case your shipping parcel auto-returned to our workshop and you would like to have it sent out another time.
Please be aware that this is only for the outgoing shipment, you are responsible for the return shipment and any kind of import taxes that might apply.
- WHAT ARE THE USUAL DELIVERY TIMES?
To France: 1-2 working days.
To Europe: 2-3 working days.
Worldwide: 3-5 working days.
- We take maximum seven (7) working days to hand-embroider your order. To add the usual delivery time.
It can take up to 12 weeks to produce the item (please check the product description of each product page for the estimated dispatch date). On top you have to calculate the delivery time as specified above.
*In remote areas, delivery can take up 1-3 days more.
**Orders placed on Friday will be processed on Monday. Orders placed on Saturday/Sunday will be processed on Tuesday.
***During local national holiday periods delivery times may change. Courier delays may also affect delivery times. Estimated delivery times are to be used as a guide only and commence from the date of dispatch.
- WHAT DELIVERY COMPANIES ARE WE WORKING WITH?
We ship internationally and use primarily DHL services. We reserve the right to change carriers while maintaining the quality of service and delivery time. If your country cannot be registered in the cart, please email us for solving the issue or to determine the delivery fee.
- WHAT TO DO IF THE SHIPPING ADDRESS IS WRONG?
If you have written a wrong shipping address and if the order hasn’t been sent out yet, we urge you to contact us with your order number and name to modify the address. In case the order has already been sent out, we will contact the carrier and see we/they are able to modify the shipping address details. If it is too late, any additional charge to send it out again will be at your expenses.
In case we have written a wrong address, all extra charges for sending it out again to the correct address will be borne by us.
- HOW CAN I TRACK MY PARCEL?
Once the carrier picks up your parcel, you will get a notification email and tracking number. There you can follow all steps of your delivery. Please make sure to be updated as the carrier might not leave a note in your letterbox if they attempted a delivery or left your parcel in a pick-up point. (Also check your Spam folder for information as the carrier is not obliged to leave a note in the letterbox anymore since this online tracking exists.)
- UNDELIVERABLE PARCELS
In case your parcel was not able to be delivered (because of your absence or in the case that the carrier was not able to find the address), it will be placed at the carrier pick-up point for a certain time. In case it is not picked up within 10 working days, the parcel may/will be returned to sender (our workshop in France).