Shipping policy
Effective Date: 01-03-2026
This Shipping Policy explains how orders are processed, shipped, and delivered when you purchase from our website. By placing an order, you agree to the terms below.
1) Order Processing Time
Orders are processed within 1–3 business days (Monday–Friday, excluding public holidays). Processing time refers to the time needed to prepare your order for shipment (verification, packing, and dispatch).
During high-volume periods (such as promotions or holidays), processing times may be slightly longer.
2) Where We Ship From
We currently ship all orders from our warehouse in France. This allows us to offer fast delivery across Europe, with France receiving the quickest service.
As our community grows — especially in the United States — we're actively working to bring fulfillment closer to our North American customers. We appreciate your patience and are excited to expand our reach.
3) Estimated Delivery Times
Once your order has been dispatched, estimated delivery times are:
- France: 1–3 business days
- Rest of Europe (EU): 3–7 business days
- United Kingdom: 5–10 business days
- United States & Canada: 5–12 business days
- Rest of World: 7–20 business days
Please note: All delivery timeframes are estimates and are not guaranteed. Delivery may occur earlier or take longer due to carrier delays, weather, customs clearance, or other factors outside our control.
4) Shipping Costs
We cover shipping costs on all orders. Any applicable taxes, duties, or import fees for international orders are not included and are the responsibility of the customer.
5) Discreet Packaging
All orders are shipped in plain, unmarked packaging with no logos, product names, or branding visible on the outside. Your privacy matters to us — from checkout to delivery.
6) Bank Statement
As required by French regulations, your bank statement will show 'Douxlette' as the transaction name. No product details or descriptions will appear.
7) Order Confirmation & Tracking
After you place an order, you will receive an order confirmation email. Once your order is shipped, you will receive a shipping confirmation email containing your tracking details (Tracking ID & carrier).
You can use the tracking information to follow the delivery status of your package on the carrier's website.
8) Delivery Address & Responsibility
Customers are responsible for providing a complete and accurate shipping address at checkout. We are not responsible for delays or delivery issues caused by incorrect or incomplete addresses.
If a package is returned to us due to an incorrect address, failed delivery attempt, or refusal to accept delivery, you may be responsible for additional shipping costs before the order can be re-shipped.
9) International Shipping & Customs
If your order is shipped internationally, it may be subject to import duties, taxes, and customs processing fees. These charges are assessed by your local customs authority and are the customer's responsibility.
We are not responsible for delays caused by customs processing.
10) Tracking Issues
If your tracking shows delivery but you have not received your order, please:
- Check with neighbours, household members, or your building's front desk
- Contact the shipping carrier directly for additional delivery details
- Email us at info@douxlette.com for assistance
11) Damaged or Missing Items
Please inspect your items upon delivery. If your items arrive damaged, contact us immediately at info@douxlette.com with:
- Your order number
- Photos of the damaged product and packaging
- A clear description of the issue
We will review the issue and work with you to find the best solution.
12) Contact Us
If you have any questions about shipping, delivery, or tracking, contact us at:
- Email: info@douxlette.com