Shipping policy

Ameluna Shipping Policy

Thank you for your interest in our handcrafted goods! We pour our hearts into every creation and take great care in packaging and shipping them to you safely. Please review the following information about our processing times, shipping methods, and policies.

1. Processing Time: The Handcrafted Difference

All our items are made-to-order or prepared with careful attention in our small studio. This means your order is not instantly shipped from a warehouse.

• Current Processing Time: 10 business days.

• What this means: This is the time it takes for us to carefully craft, quality-check, and lovingly package your order before it is handed over to the shipping carrier.

• Business Days: We operate Monday - Friday, excluding weekends and major French holidays. Orders placed after 3pm on a Friday will begin processing the next business day.

Please note: During peak seasons (like holidays) or during a sale, processing times may be slightly extended. We will always notify you via email if there is any unexpected delay.

2. Shipping Methods & Carriers

We primarily ship via La Poste (FrenchPostal Service) and Colissimo.

All orders include tracking information, which will be sent to your email address once your order ships.

Transit times are estimates provided by the carrier and are not guaranteed. Delays can occasionally happen due to weather, customs, or high carrier volume, which are outside of our control.

3. Shipping Rates

Shipping costs are calculated at checkout based on the weight of your items and your delivery address. We aim to keep our shipping prices as fair and accurate as possible.

4. International Shipping & Customs

We are delighted to ship internationally! However, international customers are responsible for:

• Any and all customs and import duties and taxes that may be applied after a package crosses the border. These fees are not included in the product or shipping cost and are collected by your local government.

• Providing a complete and accurate shipping address. We cannot be responsible for addresses entered incorrectly.

• Any delays due to customs clearance are beyond our control. We declare all items accurately on customs forms as "Handcrafted Goods" with the total sale value.

5. Order Tracking

Once your order ships, you will receive an automated email with your tracking number and a link to track your package. Please allow up to 24 hours for the tracking information to activate on the carrier's website.

6. What If My Order Is Lost or Damaged?

• Lost Packages: If your tracking shows that your package is lost in transit, please contact us immediately at amelunadesign@gmail.com. We will work with the shipping carrier to initiate a trace and resolve the issue. If the package is confirmed lost, we will work with you to either replace the items (subject to availability) or issue a refund.

• Damaged Items: We take extreme care in packaging your fragile items. However, if your order arrives damaged, please contact us within 48 hours of delivery at amelunadesign@gmail.com with photos of the damaged item and the packaging. We will need this to file a claim with the carrier and arrange for a replacement or refund.

7. Incorrect or Incomplete Addresses

Please double-check your shipping address at checkout! We are not responsible for orders shipped to an address provided incorrectly. If a package is returned to us due to an incorrect address, we will contact you to arrange re-shipping. Please note that re-shipping will incur an additional shipping fee.

8. Returns & Exchanges

Please see our full Return & Exchange Policy for details. Buyer is responsible for return shipping costs unless the error was on our part.

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Have a question we didn't answer? Please don't hesitate to reach out to us at amelunadesign@gmail.com. We're here to help!