Shipping
Processing Time
All orders are processed within 5–7 business days. Shipping transit times are in addition to the processing time.
Shipping & Tracking
All retail orders are shipped from the United Kingdom via Royal Mail or Parcelforce.
Tracking numbers are only available if Tracked or Express Shipping was selected at checkout.
Shipping options:
• Standard Shipping – no tracking available
• Express / Tracked Shipping – includes tracking and insurance
If you require tracking for your shipment, please ensure you select a tracked or express shipping option when placing your order.
Delivery Responsibility
Once your parcel has been dispatched, delivery is handled by the shipping carrier. We cannot be held responsible for:
• postal delays
• lost or stolen packages during transit
• failed delivery attempts (recipient unavailable)
• incorrect or incomplete shipping addresses provided at checkout
If a parcel is returned due to incorrect address details or failed delivery attempts, it may be resent at the customer's expense.
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Duties, Taxes & Customs (International Orders)
Orders shipped outside the United Kingdom may be subject to import duties, customs fees, or local taxes once the parcel arrives in your country.
These charges:
• are not included in the product price or shipping cost
• are determined by your country’s customs authority
• must be paid by the customer
We do not control these fees and we do not receive them.
Your courier or customs office will contact you when the parcel arrives in your country to arrange payment.
If customs charges are not paid, the parcel may be held, returned, or destroyed by customs.
Please note that we cannot refund:
• shipping costs
• return shipping fees
• customs handling charges
for parcels returned due to unpaid duties or taxes.
Customs offices typically hold parcels for 3–5 days awaiting payment. Please check your email inbox and spam/junk folders for any notifications from the courier.
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Pre-Order / Made-to-Order Items
If your order contains a pre-order or made-to-order item, the entire order will be shipped once all items are ready.
If you would like in-stock items to ship sooner, we recommend placing separate orders.
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Wholesale Orders
Wholesale orders are shipped from Spain.
Our shipping terms are DAP / EXW (Incoterms). This means:
• All import duties, taxes, and customs fees must be paid by the buyer
• These charges are determined by the destination country’s customs authority
• Payment may be required before the parcel is released for delivery
If duties or taxes are not paid, the parcel may be held, returned, or destroyed by customs.
We cannot be held responsible for delays, returns, or additional charges resulting from unpaid customs duties or taxes.
Returns
We hope you love your pieces for years to come. However, if you do wish to return any items please see our returns policy below:– all items can be refunded within 14 days of your order being dispatched.– we do ask that all items are returned to us in perfect condition– we recommend that you send any returns using a track-able postal service.
Unfortunately, we won’t be able to give a refund if returned items get lost in the post with no proof of postage.– we can only refund return postal costs if the item is faulty. If this is the case, please obtain proof of postage in order for us to refund this cost.
Cancellation of an order must be made in writing to the below email address within 14 days of receiving your items. Any customised items are non refundable. Return costs for shipping are the customers responsibility. Returns may be liable for a restocking fee and any fees that are charged to Vaisselle by customs, agents, couriers, etc will be deductible from your order total once returned to us.
Our initial shipping fee will be deducted from the order total if the item is not damaged/defective. Please note that it may take up to 14 days to process, once your item arrives back with us. We cannot accept returns unless we have been contacted beforehand and the return has been confirmed/ agreed by both parties.
Any returns received that we are not contacted for and confirmed will not be refunded.
If we are not contacted within that period, your items may no longer be valid for a refund. Any refund that may be available will have all costs deducted for the returns process including a restocking/handling fee of the original order total.
We do not accept returns for Archive Sale. All orders placed on an item from the Archive Sale collection are final. Items from the Archive Sale are one off pieces, end of season items and may have small flaws or defaults.
Please contact us at info@vaisselleboutique.com
