Shipping Policy
This page sets out shipping costs, timings and tracking. It expands on article 9 of our Terms and Conditions, which prevails in case of any discrepancy.
Shipping costs
- €6 flat, whatever the number of items.
- Free from €49 of purchase.
The exact amount is shown in your basket before any payment, and appears on your invoice.
Making time
Our accessories are made and embroidered to order in our workshop in Lozère, France. Allow two to four working days between your payment and the parcel being handed to the carrier.
This is indicative and may stretch during busy periods. A personalised item takes no longer to make than a plain one.
Delivery time
Orders ship with Colissimo to the address you gave us. Once the parcel is with the carrier:
- Mainland France: 2 working days.
- Europe: 3 to 5 working days.
- Rest of the world: 7 to 15 working days.
These add to the making time and are the carrier's own estimates: they are not guaranteed. Public holidays and peak periods lengthen them.
Tracking your parcel
You get a confirmation email as soon as the order is placed, then a second one on dispatch carrying your tracking number. You can also check your order status at any time from your customer account.
On delivery
Check the parcel in front of the courier. If the packaging is open, torn or wet, write precise reservations on the delivery note and tell us the same day at bonjour@lou-gaston.fr, with photos if you can. A vague reservation such as "subject to unpacking" carries no weight with the carrier.
Late, lost or undelivered parcels
If tracking has not moved for several days, or the parcel is marked delivered but never reached you, write to us: we open an investigation with Colissimo. These usually take one to three weeks.
A parcel confirmed lost is reshipped or refunded in full, at your choice, at no cost to you. This applies to personalised items too.
An incomplete or wrong address entered at checkout, however, remains your responsibility: the parcel comes back to us and reshipping is charged to you. Do check your address before confirming.
Wrong address spotted in time
Tell us straight away at bonjour@lou-gaston.fr. As long as the parcel has not left, we correct the address free of charge.
Customs and taxes outside the European Union
For deliveries outside the European Union, customs duties, taxes or handling fees may be charged on arrival by the destination country's authorities. They are not included in our prices, are not borne by us, and remain payable by the recipient. Their amount depends on local rules, over which we have no control.
Questions about your delivery
Our customer service answers seven days a week at bonjour@lou-gaston.fr and on +33 6 70 81 39 88.