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Shipping & Delivery

Please note there may be delays in transit due to carrier issues related to COVID-19

 

PROCESSING TIME
Orders for in-stock items are typically processed within 24 hours during the business week. 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 Pacakage 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 contact our team via email at hello@aquelarreshop.com to file a claim for free replacement or reimbursement. Claims for packages marked as “delivered” but not yet received must be filed within 15 days from the date and time shown by carrier as delivered. Claims for packages presumed to be lost by the carrier, where the status does not indicate “delivered” must be filed no sooner than 7 days after the scheduled delivery date for domestic shipments and 20 days for international shipments, but no later than 30 days from the last checkpoint.

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. 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 contact our team via email at hello@aquelarreshop.com to file a claim for free replacement or reimbursement. If you did not purchase Package Protection, Aquelarre Shop is not responsible for any packages that are delayed, damaged, lost in transit, missing or stolen upon delivery, and no replacements or refunds will be issued in any such instance and you must contact the carrier directly for resolution.


CARBON NETURAL SHIPPING
Every shipment sent by Aquelarre Shop is carbon neutral. This practice produces a net zero amount of carbon dioxide. Carbon-neutral shipping offsets aim to reduce the carbon footprint associated with shipping packages.

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 due to incorrect or incomplete address information provided by the customer, no refund or credit will be received for original shipping costs and a re-shipment fee of the original amount plus any duties or taxes imposed on the returned package 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.