Shipping Policy
Tracking your order
As soon as your order is dispatched, a confirmation email containing your tracking number is sent to the email address provided when ordering.
You can also track your order at any time from your customer account, under “My account – My orders”.
Delivery communications
Information relating to order preparation, dispatch and delivery is sent by email to the address provided by the customer at the time of purchase.
It is the customer’s responsibility:
- to check that their contact details are correct,
- to check their inbox regularly,
- including their spam folder.
Failure to read or receive an email cannot call into question the validity of the order, its dispatch or its delivery.
Preparation and dispatch times
Orders are prepared with the greatest care in our workshops.
Standard orders
The average preparation time is 4 working days, to which the transit time of the selected carrier must be added.
Personalised orders
Personalised creations require specific workshop work.
An additional lead time of approximately 2 working days should be allowed before dispatch.
Pre-orders
Items offered for pre-order are dispatched on the date indicated on the product page at the time of purchase.
The timeframes indicated are provided as estimates. Given the artisanal nature of production, adjustments may occur without constituting a breach of contract.
Delivery
Orders are dispatched to the address provided by the customer when confirming the order.
Louise Carmen cannot be held liable for a delay or failure to deliver resulting in particular from:
- the carrier,
- customs formalities,
- incorrect or incomplete delivery information,
- the recipient’s absence,
- or circumstances beyond its control.
Louise Carmen cannot be held liable for any delay, loss or damage attributable to the carrier once the parcel has been handed over to it.
Delivery address
The customer is responsible for the accuracy and completeness of the delivery information provided when ordering.
In the event of an incorrect address or information preventing delivery:
- Louise Carmen cannot be held liable for the failed delivery;
- redelivery costs remain payable by the customer;
- no refund of the original delivery charges can be made.
Where a parcel is lost as a result of incorrect information provided by the customer, Louise Carmen cannot be held liable.
The customer has the option of changing their delivery address from their customer account as long as the order has not yet been taken up for preparation.
Once the order enters the processing or preparation stage, no address change can be guaranteed.
Change requests sent by email, contact form or any other channel after the order has been confirmed do not constitute an obligation on Louise Carmen to make the change.
Consequently:
- the address provided when ordering is authoritative for dispatch;
- Louise Carmen cannot be held liable for an incorrect address or a late change request;
- any loss, delay or failure to deliver resulting from incorrect information provided by the customer is the sole responsibility of the customer.
Unclaimed parcels
Any parcel made available to the customer by the carrier and not claimed within the time allowed will be returned to Louise Carmen.
The parcel will be deemed delivered as soon as it is made available by the carrier.
Return, storage and redelivery costs remain payable by the customer.
No refund of the original delivery charges can be made.
Failure to collect the parcel does not constitute the exercise of the right of withdrawal.
Consequently, the order cannot be automatically refunded.
Any refund request remains subject to Louise Carmen’s assessment after receipt and inspection of the returned parcel.
Parcels made available but not collected
If the recipient is absent at the time of delivery, the parcel may be made available at a pick-up point, post office or any other collection location designated by the carrier.
The customer is notified of this by the carrier, in particular by email, SMS or via delivery tracking.
It is the customer’s responsibility to collect their parcel within the time allowed by the carrier.
If the parcel is not collected within the stated time, it will be returned to Louise Carmen.
In this case:
- the order cannot be refunded;
- redelivery costs remain payable in full by the customer;
- the original delivery charges will not be refunded.
Louise Carmen cannot be held liable for the customer’s failure to collect the parcel, nor for the consequences of exceeding the collection deadline.
Refused delivery
Where the recipient refuses the parcel without justification, the order will be deemed delivered.
Return and redelivery costs, together with any logistics costs incurred, may be charged to the customer.
Refusal of delivery does not constitute the exercise of the right of withdrawal.
Consequently, no automatic refund of the order can be made.
Any refund request remains subject to Louise Carmen’s assessment after receipt and inspection of the returned parcel.
Delivery confirmation
Delivery is deemed to have taken place once the parcel is marked as delivered by the carrier according to the tracking information.
Evidence provided by the carrier — including in particular delivery tracking, confirmation of handover, the recipient’s signature, photographic proof of drop-off or any equivalent validation — constitutes sufficient proof of receipt.
A delivery confirmation email is sent to the customer at the address provided when ordering to inform them that the parcel has been handed over.
It is the customer’s responsibility to follow the progress of their parcel using the tracking information provided and to take any steps necessary to ensure it is properly received.
Louise Carmen cannot be held liable if the customer does not check tracking or delivery confirmation emails.
In the event of a delivery dispute or a report of theft after delivery, the customer must first file a complaint with the competent authorities and send a copy of that complaint to Louise Carmen.
An investigation with the carrier can only be opened once this document has been received.
No refund or replacement can be considered before the carrier’s investigation has been officially closed.
Parcels reported stolen after delivery
Where the carrier confirms delivery of the parcel to the address given when ordering, in particular by means of:
- delivery tracking,
- confirmation of handover,
- a signature,
- or photographic proof of drop-off,
delivery is considered to have taken place.
If theft is reported after delivery, the customer must file a complaint with the competent authorities.
A copy of the complaint must be sent to Louise Carmen so that an investigation can be opened with the carrier and, where applicable, the insurers concerned.
No refund or replacement request can be considered without this official document.
Louise Carmen cannot be held liable for theft occurring after delivery has been confirmed.
Louise Carmen reserves the right, after reviewing the file and the delivery incidents recorded, to refuse any further shipment to an address presenting an abnormal risk of loss, theft or non-receipt of parcels.
Lost parcels and delivery incidents
If your parcel appears delayed or lost, please contact our Customer Service team:
A carrier investigation will be opened in order to resolve the situation as quickly as possible.
Customs duties and international taxes
For orders shipped outside the European Union, applicable customs duties, import duties and local taxes may be estimated and collected at the time of ordering by Louise Carmen, via a provider specialising in the management of international tax obligations.
These amounts are calculated on the basis of the customs and tax regulations known at the time of the order.
However, as customs and tax legislation may change without notice depending on the destination country, additional duties, taxes or administrative fees may exceptionally be required by local authorities or the carrier on importation.
Any such additional charges, which are beyond Louise Carmen’s control, remain the exclusive responsibility of the customer.
Louise Carmen cannot be held liable for:
- regulatory changes occurring after the order,
- decisions taken by local customs authorities,
- or additional charges imposed by the destination country.
Checking on receipt
It is the customer’s responsibility to check the condition of the parcel on receipt.
Any anomaly (damaged or opened parcel, or missing item) must be reported immediately:
- to the carrier,
- and to Louise Carmen customer service at hello@louisecarmen.com
Bespoke and corporate orders
Certain orders may be subject to specific manufacture, in particular:
- bespoke creations or highly personalised pieces,
- corporate, professional or event orders,
- projects requiring advanced personalisation or dedicated production.
These orders are subject to specific conditions defined during preliminary discussions with the customer.
Manufacturing, preparation and dispatch times are provided as a guide and may vary depending on:
- the complexity of the project,
- the approvals required,
- material sourcing,
- production volume.
Given their specific nature, bespoke and corporate orders:
- are not covered by the site’s standard dispatch times,
- cannot be cancelled once production has begun,
- are subject to dedicated logistics arrangements.
The Company informs the customer as soon as the order is ready to be handed over to the carrier.