Shipping Policy – Elouane

Last updated: November 26, 2025

This Shipping Policy explains how orders are processed, shipped, and delivered by Elouane (“we”, “our”, “us”). By placing an order on our website, you agree to the terms set out below.

1. Shipping Regions

We currently ship to the following regions and countries:

European Union (EU) and European Economic Area (EEA) countries, including for example:
- Germany, France, Italy, Spain, Portugal
- Austria, Netherlands, Belgium, Luxembourg
- Ireland, Finland, Sweden, Denmark
- Poland, Czech Republic, Hungary, etc.
United Kingdom (if applicable)
Other countries: [Add or remove countries as applicable]

If your country is not listed at checkout, we are currently unable to ship to your location.

2. Order Processing Time

After your order is placed and payment is confirmed, we require a certain time to prepare your items:

Standard processing time: [1–3 business days]
During peak seasons (sales, holidays, promotions), processing times may be slightly longer.

Business days are Monday to Friday, excluding public holidays in our country of operation.

3. Shipping Methods & Delivery Times

Delivery times depend on the destination country and the shipping method chosen at checkout. All delivery timeframes are estimates and may be affected by factors beyond our control (e.g., customs, local postal services, strikes, weather conditions).

3.1. Estimated delivery times

Standard shipping within EU/EEA: approximately [3–8 business days] after dispatch.
Express shipping (if available): approximately [2–5 business days] after dispatch.
Non-EU/EEA countries (e.g. UK, others): approximately [5–12 business days] after dispatch.

These estimates are provided for guidance only and are not guaranteed delivery dates.

4. Shipping Fees

Shipping costs are calculated at checkout based on:

Destination country
Shipping method selected (standard or express)
Order weight and/or value

From time to time, we may offer free or discounted shipping promotions. The conditions of such promotions will be clearly indicated on our website or at checkout.

4.1. Free shipping threshold (if applicable)

We may offer free standard shipping for orders above a certain value. Example:

Free standard shipping on orders over [€X] within the EU/EEA.

You can adjust this value according to your pricing and strategy.

5. Tracking Your Order

Once your order has been dispatched, you will receive a shipping confirmation email that may include:

A tracking number (if available for your shipping method);
A link to track your shipment on the carrier’s website.

Please allow some time after receiving the tracking number for the status to update on the carrier’s system.

6. Customs, Duties & Taxes

Depending on where your order is shipped from and delivered to, customs duties, import taxes, or other local charges may apply.

For deliveries within the EU: normally, no additional customs duties apply for intra-EU shipments.
For deliveries outside the EU/EEA (e.g., UK, other countries): you may be responsible for customs charges, taxes, or import duties imposed by your country.

These charges are not included in our product prices or shipping fees and are the responsibility of the recipient. We recommend that you check with your local customs office for more information before placing an order.

7. Incorrect or Incomplete Addresses

It is the customer’s responsibility to provide a complete and correct shipping address.

If the address provided is incorrect or incomplete, delivery may be delayed or the package may be returned to us.
If an order is returned due to an incorrect or incomplete address, we may charge additional shipping fees to resend the package.

8. Failed Delivery & Unclaimed Packages

If a delivery attempt is unsuccessful due to the recipient being unavailable or the package not being collected from a pickup point within the carrier’s deadline, the package may be returned to us.

In such cases, we may deduct the shipping costs (and any return fees charged by the carrier) from any refund, unless prohibited by applicable consumer law.

9. Damaged or Lost Packages

9.1. Damaged packages

If your package arrives visibly damaged, we recommend that you:

Take clear photos of the packaging and the product;
Note any damage with the carrier (if possible);
Contact us as soon as possible at support@elouane.store.

9.2. Lost packages

If your order is significantly delayed or appears lost in transit, please contact us so we can open an investigation with the carrier.

If the carrier confirms that the package is lost, we will:

Reship the order (subject to stock availability); or
Provide a refund, according to our internal procedures and applicable law.

10. “Delivered” but not received

If tracking information shows that the package has been delivered but you did not receive it:

Check with neighbors, building management, or family members.
Verify that the delivery address was correct.
Contact the carrier for more detailed information.

If the issue persists, contact us at support@elouane.store and we will do our best to assist. Please note, however, that once the carrier confirms delivery to the address provided, liability may be limited, in accordance with applicable law.

11. Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect changes in our logistics, carriers, or legal requirements. The latest version will always be available on our website.

12. Contact

If you have questions about shipping, delivery times, or your order status, please contact:

Email: support@elouane.store
Postal address: [Company Name / Elouane], [Street and Number], [Postal Code], [City], [Country]