SHIPPING POLICY

Last updated: July 30, 2021

ATELIER ÉLOIRE offers worldwide shipping to destinations available during checkout.

FREE STANDARD SHIPPING

We provide complimentary standard shipping when the merchandise subtotal is $60 USD or more after discounts and before taxes, duties, and import charges.

Orders below $60 USD are charged according to the delivery rate displayed at checkout.

Free shipping:

- Applies to standard delivery
- Is based on the discounted merchandise subtotal
- Does not include customs duties or import taxes
- Cannot be exchanged for cash or expedited shipping
- May be unavailable for restricted destinations or unusually large shipments

SHIPPING DESTINATIONS

We ship internationally wherever a delivery option is displayed at checkout.

Certain destinations may be unavailable because of carrier limitations, local restrictions, import rules, sanctions, or circumstances outside our control.

We reserve the right to cancel and refund an order when we cannot legally or safely deliver it.

PROCESSING

Orders are prepared on business days, excluding weekends and public holidays.

Processing time is separate from delivery time. Orders placed during launches, holidays, or high-demand periods may require additional preparation time.

You will receive an email when the order has been dispatched.

DELIVERY TIMES

Available shipping methods and estimated delivery times are displayed at checkout when supported.

Delivery estimates begin after processing and are not guaranteed.

International shipments may be delayed by:

- Customs inspections
- Import procedures
- Local postal networks
- Severe weather
- Carrier disruptions
- Public holidays
- Incorrect or incomplete addresses

SHIPPING RATES

Shipping rates for orders below the free-shipping threshold are calculated at checkout based on:

- Destination
- Package size and weight
- Selected delivery service
- Carrier availability

CUSTOMS AND IMPORT CHARGES

International orders may incur customs duties, taxes, handling fees, or brokerage charges.

Unless checkout expressly states that duties are included, these charges are the recipient’s responsibility and are collected by the carrier or local authority.

Customs charges do not count toward the $60 USD free-shipping threshold.

ATELIER ÉLOIRE cannot mark an order as a gift or declare a false value to avoid customs charges.

TRACKING

When tracking is available, a tracking link will be sent by email after dispatch.

Tracking may take time to update after the carrier receives the parcel.

Some economy or local delivery services may provide limited tracking information.

DELIVERY ADDRESS

Customers are responsible for providing an accurate and complete delivery address.

Contact support@ateliereloire.com immediately if you notice an error. We cannot guarantee address changes after processing begins.

We are not responsible for delays or failed delivery caused by incorrect or incomplete information supplied by the customer.

RETURNED OR REFUSED PARCELS

A parcel may be returned when:

- The address is incorrect
- Delivery is refused
- Customs charges are unpaid
- The parcel is not collected
- Delivery attempts are unsuccessful

When a parcel is returned for one of these reasons, original and return shipping costs may be deducted from the refund where permitted.

Reshipping charges may apply.

LOST PACKAGES

If tracking indicates an unusual delay, contact us at support@ateliereloire.com.

We may ask you to:

- Confirm the shipping address
- Check with household members or neighbors
- Contact the local carrier
- Complete a lost-parcel declaration

We will work with the carrier to investigate. Refunds and replacements are considered after the carrier investigation and according to applicable law.

PACKAGES MARKED DELIVERED

If tracking shows “delivered” but you cannot locate the parcel:

- Check the delivery location
- Ask household members and neighbors
- Contact the local carrier
- Notify us promptly

A delivered tracking scan does not automatically prevent us from helping, but the resolution may depend on the carrier investigation.

DAMAGED PACKAGES

Photograph any visible package damage before opening when possible.

Contact support@ateliereloire.com promptly with photographs of:

- The shipping box
- The shipping label
- Internal packaging
- The damaged product

Keep all packaging until the claim is resolved.

MULTIPLE SHIPMENTS

An order containing several products may be delivered in separate parcels. When this happens, you may receive more than one tracking number.

CHANGES AND CANCELLATIONS

Contact us immediately if you need to cancel or modify an order.

We cannot guarantee changes once fulfillment has begun. Dispatched orders cannot normally be cancelled and must follow our return procedure.

CONTACT

For shipping assistance:

ATELIER ÉLOIRE
Email: support@ateliereloire.com