Shipping policy

Shipping cost

Delivery is free on every order, with no minimum spend. No shipping charge is added at checkout: the price shown on the product page is the price you pay.

Timing

Your order is prepared and handed to the carrier within 48 business hours. Orders placed on Friday afternoon, at the weekend or on a public holiday leave on the next business day.

The stated transit time is then 3 to 5 business days. It varies with your delivery country and the carrier that handles the last leg locally.

These times are indicative. They can stretch during busy periods, in bad weather, during a customs check or in the event of industrial action affecting the carrier.

Tracking

As soon as the parcel is handed to the carrier, you receive an email containing your tracking number. You can enter it at any time on our Track my order page.

If you have received nothing after 48 business hours, check your spam folder first, then write to us.

Delivery address

The address entered with the order is the one passed to the carrier. Check it before you confirm: number, second address line, postcode and any entry code. An incomplete address is the single most common cause of delay.

As long as the parcel has not left, we can correct the address. Write to us as quickly as you can at contact@aquelie.com with your order number.

Parcel late, lost or damaged

If tracking has not moved for several business days, write to us. We open an enquiry with the carrier and, if the parcel is declared lost, we either send the harness again or refund you, whichever you prefer.

If the parcel arrives visibly damaged, take a photo before opening it if you can, and send it to us with your order number.

Customs duties and taxes

For an international delivery, customs duties or local taxes may apply on arrival. They are set by the destination country, they are not included in the price paid on the store, and they remain the responsibility of the recipient.

Getting in touch

For any question about a delivery: contact@aquelie.com, Monday to Friday, reply within 24 to 48 business hours.