Shipping Information

At ÉTINCELLE, every order is handled with the utmost care and attention to ensure a seamless delivery experience. Each order is filmed during the packing process to verify product condition, contents, and authenticity before dispatch.

Shipping Rates and Methods

Shipping rates are determined based on several factors, including the weight and dimensions of the package, the destination, and the shipping method selected at checkout.
Final shipping fees are calculated automatically at checkout based on weight and location.

Please note: Shipping times are estimated and not guaranteed. Delivery timeframes may vary depending on courier workload, distance, customs clearance, or unforeseen delays.

Delivery Restrictions

Unfortunately, we do not currently ship to the following regions:
Ascension Island, British Indian Ocean Territory, Caribbean, Christmas Island, Cocos (Keeling) Islands, Congo - Kinshasa, Curaçao, Macau SAR China, Myanmar (Burma), Saint Martin, South Georgia & South Sandwich Islands, South Sudan, St. Barthélemy, Timor-Leste, Tristan da Cunha, Western Sahara.

Address Accuracy

Please ensure that your shipping address and contact information are entered correctly at checkout.
ÉTINCELLE cannot be held responsible for delays or losses caused by incorrect address details provided by the customer.

Failed Deliveries

If delivery fails due to an incorrect address, refusal, or absence, the package will automatically be returned to our warehouse.
Once received, only the item cost (excluding shipping fees) will be refunded to the original payment method.

Duties and Tariffs (International Orders)

International customers may be subject to import duties, taxes, and customs fees imposed by their local government.
These charges are the customer’s responsibility and are not included in the product price or shipping cost.
Duty rates depend on the item type, material, and destination country. Not every shipment incurs duty; it varies by customs authority.

Order Tracking and Delivery Updates

Once your order has been dispatched, you will receive a confirmation email with your tracking number.
You can use this tracking number on the courier’s website to monitor your shipment.

Tracking updates may take time to appear depending on the courier’s system. Please allow up to 48 hours after dispatch for tracking to activate.

Common Delivery Questions

1. My order hasn’t arrived yet.
   Please check your tracking link and confirm with neighbors or your local postal depot.
   In some cases, delivery attempts are made without leaving a notification card.
2. My tracking number isn’t updating.
   This is managed by the courier. It may take additional time to refresh as your parcel moves between facilities.
3. My order is delayed.
   Delays can occur due to:
   • Courier backlog or peak periods
   • Remote delivery areas (which may add 1–2 days)
   • International customs clearance procedures

Important Notice

Once a package is marked “Delivered” by the carrier, it is considered successfully delivered to the shipping address provided at checkout.
If you believe your parcel is missing or stolen, please refer to our Delivery & Chargeback Protection Policy on our Terms & Conditions page.

For any shipping-related inquiries, please contact:
📧 info@etincelleofficial.com