Shipping policy

CARBON NEUTRAL SHIPPING
All shipments sent by Aquelarre Shop are carbon neutral at no additional cost. 

PROCESSING TIME
Orders for in-stock items are typically processed within 1-2 business days in the order they were received. Please note order processing can take longer during sale or promotions. Orders are not processed on weekends or holidays. You will receive a shipping confirmation email with your tracking number when processing begins for your order. Please allow 1-2 business days for tracking to update. 

For information in regards to PRE-ORDER ship dates, click HERE

TRANSIT TIME
Shipping transit times are not guaranteed by Aquelarre Shop.  Unfortunately, carrier delays may occur for reasons outside our control. Aquelarre Shop is not responsible for any such delay and discounts, refunds, credits or cancellations will not be issued due to transit delays.

PACKAGE PROTECTION
For a small additional fee, you may purchase optional Package Protection insurance at checkout. With Package Protection, your order will be eligible for free replacement or reimbursement in the event your package is damaged, lost in transit, missing or stolen upon delivery. If Package Protection is not selected, Aquelarre Shop is not liable any for loss, damage or theft and your order will not be replaced or reimbursed.

If you have purchased Package Protection, please visit https://www.aquelarreshop.com/pages/route-package-protection-file-a-claim to file a claim.

INCORRECT SHIPPING ADDRESSES

If an incorrect shipping address is provided at the time the order is placed, please contact us as soon as possible at hello@aquelarreshop.com to provide correct delivery information. If your package is in transit to an incorrect address, please contact the courier service directly to request a delivery address correction. Aquelarre Shop is not responsible for packages shipped to an incorrect address provided upon order placement and no replacements or refunds will be given if a package is delivered to the incorrect address.

LOST, MISSING, DAMAGED OR STOLEN PACKAGES

Once an order is in possession of the carrier, Aquelarre Shop is no longer responsible, and it becomes the courier's responsibility. Aquelarre Shop is not responsible for any packages that are delayed, damaged, lost in transit, missing or stolen upon delivery. If you experience issues with your package during transit, please contact the courier service directly for more information and resolution.

USPS: 1 (800) 275-8777
UPS: 1 (800) 742 - 5877
DHL: Click here 

If you have purchased Package Protection, please visit https://www.aquelarreshop.com/pages/route-package-protection-file-a-claim to file a claim for reimbursement. If you did not purchase Package Protection, no replacements or refunds will be issued and you must contact the carrier directly for resolution and to file a claim.

INTERNATIONAL SHIPPING INFORMATION

Aquelarre Shop is pleased to offer international shipping to over 200 global destinations. Shipping rates are calculated at checkout directly from the carrier and vary by item and destination. Please note, if a USPS shipping method is selected, tracking will not update on the USPS website once the package has departed the United States. At that time, you will need to manually enter the tracking number directly into your local postal carrier's website for further updates.

International customers are solely responsible for all VAT, duties, taxes and brokerage fees upon delivery. By placing an international order, you accept and acknowledge you are responsible for all additional customs and import duties. Please frequently monitor your package's tracking progress so you can be aware when duties are due or if there are any other issues with your package. If delivery is refused or customs/import duties are unpaid, the package will be surrendered to customs and no refunds will be issued. 

If an international package is returned to us from the courier for any reason, no refund or credit will be received for original shipping, VAT, duty, tax or brokerage costs incurred and a re-shipment fee of the original amount plus any duties or taxes imposed on the new shipment will apply. Should your package be delayed in transit or held at customs, please contact the carrier or customs agency directly for further information and resolution.