Shipping policy
At LOUIS CARTEL we offer Free shipping on all items.
*Orders from outside the EU might be subject to customs duties (not included in the price).
Estimated Delivery Times
|
Region |
Estimated Delivery Times |
|
|
Europe |
1-4 Business days* (FedEx) |
|
| America |
3-8 Business days* (FedEx) |
|
| Middle East |
|
|
| Africa |
3-8 Business days* (FedEx) |
|
|
Australia |
3-8 Business days* (FedEx) |
|
|
New Zealand |
3-8 Business days* (FedEx) |
We process orders between Monday and Friday. Please note that we don't ship on weekends.
If you need to change or cancel your order, please contact us immediately. Once your order has been processed, we will be unable to make any changes.
Shipping Delays Outside Our Control
Once an order has been dispatched, delivery timelines are managed entirely by the respective shipping carriers. We are not responsible for delays caused by external factors such as customs processing, carrier backlogs, weather conditions or any other circumstances outside our control.
Because these delays are not attributable to our fulfilment process, we cannot offer refunds or cancellations solely due to delayed delivery.
We cannot be held accountable for any delays caused by the courier. Delivery times are based on average estimates provided by the courier and we cannot guarantee these. For international orders, delivery times will depend on how efficient your country’s customs agents are, and can be delayed if there is a backlog at your countries particular postal processing center - this is outside of our control. If you are experiencing issues with your shipment, please send an email to support@louiscartel.com and we will be happy to assist you in any way that we can.
Transit Losses
If a package is lost in transit and the tracking status does not indicate successful delivery, we will provide a replacement item free of charge. Refunds are not offered in such cases.
Tracking Says Delivered, But You Don’t Have It?
We ship all our packages with a signature required and official proof of delivery, ensuring a loss/theft rate close to 0%.
Please note that packages can be signed for by a neighbor or a household member. A package not signed by the intended recipient cannot be claimed as lost solely for the reason of "not signed by the receiver.
If a package is marked as delivered but has not been received, the customer must notify us within 2 days of the "package delivered" notification emails. The customer is required to raise a claim with FedEx immediately, and we will conduct an investigation with the customer's local courier to recover the package. Refunds are not offered in such cases. A replacement will be offered free of charge once the investigation has been completed and the claim has been confirmed.
Unclaimed or Refused Packages
If a package is not collected on time or is refused upon delivery, a €49 handling and return fee will be deducted from the refund amount. Refunds will only be processed once the package has been successfully returned to us.
INTERNATIONAL TAXES & DUTIES
International orders (outside of the EU) may be subject to VAT, import taxes or other fees which your local customs authority deems appropriate. These fees are paid by you to your local carrier or government and are not collected or paid by LOUIS CARTEL and thus cannot be refunded.
It is the customers responsibility to understand if there are any local duties, taxes or other fees that would be due on arrival (for international orders).
If a package returns to us due to the customer's refusal to proceed with customs clearance, a fee of €49 will be deducted from the refund amount. The refund will be processed only after the package is successfully returned to us.