Shipping policy
Shippin Policy
At Hécatelle, every order is prepared with the utmost care to ensure an experience that meets our high standards. This shipping policy outlines the terms regarding the processing, shipping, and delivery of your orders.
1. Delivery Areas
We ship to all countries within the European Union.
For any specific requests regarding delivery outside the European Union, please contact our customer service team.
2. Preparation Times
Hécatelle commits to shipping orders within a maximum of 14 days following payment confirmation.
During periods of high activity (product launches, promotions, holiday seasons) or for pre-orders, this timeframe may be slightly extended.
3. Delivery Times
Delivery times vary depending on the destination:
- Metropolitan France: 2 to 5 business days
- European Union: 3 to 7 business days
These timeframes are estimates and may vary depending on the carrier or exceptional circumstances.
4. Shipping Costs
Delivery costs are calculated at checkout based on:
- The destination country
- The chosen delivery method
- The total order amount
Delivery may be free during special promotions or upon reaching a certain purchase amount.
Delivery is free within Metropolitan France for orders of €120 or more.
5. Order Tracking
Once your order has shipped, you will receive an email containing a tracking number, allowing you to track your package's progress in real time.
6. Carriers
We partner with reputable carriers to ensure reliable and secure delivery.
The choice of carrier may vary depending on the destination and available options.
7. Delivery Delays
Hécatelle cannot be held liable for delays caused by carriers, weather conditions, periods of high volume, or any other circumstances beyond our control. 8. Delivery issues
In the event of a problem (lost, damaged, or undelivered package):
- Please contact our customer service team as soon as possible.
- An investigation may be opened with the carrier.
- An appropriate solution will be proposed (refund or reshipment).
9. Delivery address
It is your responsibility to verify the accuracy of the delivery information when placing your order.
Hécatelle cannot be held liable for address errors provided by the customer.
10. Unclaimed or refused packages
If a package is returned to the sender because it was unclaimed or refused:
- Return costs may be deducted from the refund (see the return and refund policy).
- Reshipment costs will be the customer's responsibility.
11. Customs duties and taxes
No customs duties apply to deliveries within the European Union.
For deliveries outside the European Union, additional fees may apply and are the customer's responsibility.
If you have any questions, our customer service team is available to assist you at every stage of your order.
📧 contact@hecatelle.fr
Hécatelle
Intimate elegance, delivered with care.