Polityka wysyłki

1.Shipping Rates

We charge a fixed shipping fee based on the customer's destination market; these costs are the responsibility of the customer. The shipping tier for each product is determined by factors such as product type, package dimensions, package weight, the chosen shipping method.

Shipping fees are displayed in the local currency of the destination market and are shown on the checkout page prior to payment.

For orders in France, Italy, Greece, Germany, Ireland, the Netherlands, Austria, and Portugal, shipping is free on orders totaling €300 or more; for orders below €300, a flat shipping fee of €30 applies.

For orders in Poland, shipping is free on orders totaling PLN 300 or more; for orders below PLN 300, a flat shipping fee of PLN 30 applies.

For orders in Switzerland, shipping is free on orders totaling CHF 300 or more; for orders below CHF 300, a flat shipping fee of CHF 30 applies.

We do not add hidden shipping, handling, packaging, carrier, or service fees after checkout. If a specific address is ineligible for delivery, the checkout system will prevent an order from being placed. Should an address become unserviceable after an order is placed due to carrier restrictions, we will contact the customer to cancel any unshipped items and issue a refund.

Shipping fees do not include taxes, customs duties, import VAT, customs clearance fees, brokerage fees, or optional special service charges, unless explicitly stated otherwise on the checkout page.

2. Estimated Delivery Time

The estimated delivery time includes both order processing time and the time required for carrier transit. Unless explicitly stated otherwise in writing, estimated delivery times do not constitute a guaranteed delivery date.

For France (standard small items): 1–3 business days for processing; 3–5 business days for transit after shipment; estimated total delivery time: 4–8 business days.estimated total delivery time: 5–10 business days. For remote or limited-service areas in France: 1–3 business days for processing; 7–10 business days for transit after shipment; estimated total delivery time: 8–13 business days.

For the EU market (standard small items): 1–3 business days for processing; 5–8 business days for transit after shipment; estimated total delivery time: 6–11 business days.

For Switzerland (standard small items): 1–3 business days for processing; 5–9 business days for transit after shipment; estimated total delivery time: 6–12 business days.

Delays may occur due to customs clearance, carrier delays, weather conditions, strikes, public holidays, remote delivery locations, incomplete addresses, payment verification, product size restrictions, or other events beyond our reasonable control.

3. Shipment Tracking

Once an order has shipped, we will send a shipment confirmation email containing tracking information, if available.

Tracking updates may take 24–72 hours to appear after a shipment label is created. For large items, tracking updates may occur less frequently than for standard small-parcel shipments.

4. Taxes, Duties, Customs, and Import Fees

Before payment, the checkout page will display the total amount due, including the product price, applicable discounts, shipping costs, taxes, duties, import fees, and any other charges collected on our behalf.

For international orders, customs duties, import VAT, brokerage fees, and other government-imposed charges may apply, depending on the destination country and the shipping method.

If the checkout page explicitly states that duties and import taxes are included, these charges will be collected at the time of checkout. If the checkout page does not state that these are included, the customer may be required to pay these fees directly to the carrier, customs authorities, or local tax offices—either before or at the time of delivery.

We have no control over customs clearance times or government-imposed charges. We cannot mark orders as "gifts," declare a lower value, or provide inaccurate customs documentation.

5. Incorrect or Incomplete Addresses

It is the customer’s responsibility to provide a complete and accurate delivery address.

We are not liable for delays, failed deliveries, shipments returned to the sender, or additional costs resulting from incorrect, incomplete, or outdated address information provided by the customer. If an order is returned due to an incorrect or incomplete address, we may contact you to arrange for reshipment. To the extent permitted by applicable law, additional shipping costs may apply.

6. Failed Delivery or Refusal of Shipment

If a package cannot be delivered—due to the recipient’s absence, an incorrect address, refusal of delivery, failure to pay customs duties, or failure to collect the package—the shipment may be returned to us or handled according to the carrier’s procedures.

In such cases, and to the extent permitted by applicable law, any return shipping fees, storage charges, customs duties, or reshipment costs incurred may be deducted from your refund.

7. Damaged, Incomplete, or Lost Shipments

Please inspect your order promptly upon receipt.

If your order arrives damaged, incomplete, or with missing parts, please contact us as soon as possible at info@lelephantrose.com.

Please provide your order number, photographs of the outer and inner packaging, images showing the damaged items or the areas where parts are missing, and a description of the issue.

We recommend reporting any visible shipping damage within 48 hours of receipt. While this timeframe does not limit any mandatory statutory rights you may have under applicable law, reporting issues promptly helps us resolve them more efficiently with the carrier.

8. Delivery Delays

If we become aware that an order cannot be shipped or delivered within the estimated timeframe, we may contact you to provide an update.

Where required by applicable law, you may have the option to accept the delay or cancel an unshipped order and receive a refund.

9. Contact Us

For any delivery-related issues, please contact us at:

Store Name: Lelephant Rose

E-mail: info@lelephantrose.com

Phone: +33 1 45 32 43 78

Address: 27 rue Desnouettes, 75015 Paris, France

Service Hours: Monday - Friday, 9:00 AM - 5:00 PM (CET)