Shipping policy

Anse Etoile Shipping Policy

Last updated: 31 July 2026

Thank you for shopping with Anse Etoile. Many of our products are printed especially for each order. This policy explains our production process, delivery estimates, shipping charges, tracking, customs, and what to do if a parcel is delayed, lost, or damaged.

Please read this policy together with our [Terms of Service] and [Returns, Refunds and Cancellations Policy]. Nothing in this policy limits your statutory rights as a consumer.

1. Where we ship

We offer worldwide shipping, with orders commonly fulfilled from facilities in the United Kingdom and United States. Available destinations depend on the product and the capabilities of our production and delivery partners.

Available delivery destinations and shipping methods will be shown at checkout. If your country or region is not available at checkout, we are not currently able to accept an order for delivery there.

We can usually deliver to PO boxes and BFPO, APO, and FPO addresses where an appropriate carrier service is available. Occasionally, we may be unable to produce or deliver a particular product to a selected destination. If this occurs after you place an order, we will notify you promptly and offer an available alternative or a full refund for the affected item and associated delivery charge.

2. Production and processing times

Because many Anse Etoile products are printed or produced after an order is placed, please allow time for production before dispatch.

Our usual production time for print-to-order products is 2–14 business days. If a personalised or specialist project requires a different production period, the applicable estimate will be shown on the product page, during checkout, or agreed with you before production begins.

Business days do not include weekends or public holidays in the country where the product is produced or dispatched.

Production time is separate from shipping time. During busy periods, product launches, promotions, or public holidays, production may take longer. If we become aware of a significant delay, we will contact you using the email address supplied with your order.

Once production begins, we may not be able to change or cancel an order. This does not affect any cancellation rights you may have under applicable consumer law. Please see our [Returns, Refunds and Cancellations Policy] for details.

3. Shipping methods and delivery estimates

The shipping methods, charges, and estimated delivery times available for your address will be displayed at checkout.

Typical delivery estimates after dispatch are:

United Kingdom: 4–14 business days
United States: 4–14 business days
Other international destinations: 4–21 business days

These estimates begin when your order is dispatched, not when it is placed. Unless we expressly agree to a guaranteed delivery date, delivery dates are estimates rather than guarantees.

Delivery may be affected by customs processing, carrier disruption, severe weather, industrial action, peak shopping periods, public holidays, or other circumstances outside our reasonable control. We will take reasonable steps to help resolve material delays and will honour any delivery and cancellation rights required by applicable law.

4. Shipping charges

Shipping charges vary and are calculated before you submit your order. Charges may depend on the destination, products, parcel size, selected delivery method, and fulfilment location.

Free standard shipping is generally available on orders over £50, subject to the destination, eligible products, and any conditions displayed at checkout. For orders displayed in another currency, the qualifying amount may be converted or shown as a local-currency equivalent. We may also offer separate free-shipping promotions with their own conditions.

Express or upgraded delivery may be offered for certain products or destinations. Available options and charges will be shown at checkout. The availability of an express delivery method does not necessarily shorten the stated production period.

5. Separate parcels and fulfilment locations

We work with various specialist printing, fulfilment, postal, and courier partners. The provider used depends on the product, destination, and selected service. If your order contains several products, they may be produced or dispatched separately and arrive in more than one parcel.

You will not be charged additional shipping solely because we divide an order into separate parcels after checkout. Where tracking is available, you may receive a separate tracking link for each parcel.

6. Order confirmation and dispatch

After placing an order, you should receive an order confirmation at the email address supplied during checkout. Please review it promptly and contact anna@anseetoile.com if any details appear incorrect.

We will send a dispatch confirmation when your order leaves the production or fulfilment facility. Where the selected service supports tracking, this message will include tracking information. Some delivery methods do not provide end-to-end tracking.

7. Delivery addresses

Please provide a complete and accurate delivery address, including the recipient’s name, building or apartment number, street, postcode, country, and any information reasonably needed by the carrier.

If you notice an address error, contact anna@anseetoile.com immediately. We will try to correct it, but we cannot guarantee changes after production or dispatch has begun.

If a parcel is delayed, returned, or requires redelivery because the address supplied at checkout was materially incorrect or incomplete, we may ask you to pay the reasonable cost of sending it again. We will not charge you for an addressing error caused by us.

8. Missed, refused, and uncollected deliveries

The carrier may leave instructions, attempt redelivery, deliver to an authorised safe place or neighbour, or hold the parcel at a collection point, depending on the selected service and local practices.

It is the customer’s responsibility to follow reasonable carrier instructions and collect a parcel within the stated collection period. If a parcel is returned to us because delivery was refused or it was not collected, please contact us. We may:

arrange redelivery after payment of reasonable additional shipping costs;
refund an eligible returned item in accordance with our Returns Policy; or
provide another remedy required by applicable law.

Personalised or custom-made products may not qualify for a change-of-mind refund merely because delivery was refused or the parcel was not collected. This does not affect rights relating to faulty, damaged, incorrect, or misdescribed goods.

9. International orders, customs, and import charges

International orders may be subject to customs checks, import duties, VAT, taxes, brokerage fees, or other charges imposed by the destination country.

Import charges are included only where this is expressly stated at checkout. In other cases, the recipient is responsible for paying any import duties, taxes, customs fees, or carrier handling charges imposed at the destination.

Where charges are not collected by us, we cannot predict or control the amount. Please contact your local customs authority for information before ordering.

Customs processing may delay delivery. If a parcel is returned because the recipient did not pay a properly disclosed import charge, we may deduct reasonable, non-recoverable return or customs costs from any refund where permitted by law. This does not apply where the charge resulted from our error or was not disclosed as required by law.

10. Tracking shows “delivered,” but the parcel is missing

If tracking shows that your parcel was delivered but you cannot find it, please:

Check the delivery location, safe places, reception area, and any carrier photograph or note.
Ask members of your household, neighbours, building staff, or reception desk whether they accepted it.
Allow until the end of the delivery day, as some carriers mark parcels delivered shortly before arrival.
Contact the carrier using the tracking number, where appropriate.
Email anna@anseetoile.com if the parcel is still missing.

We will help investigate with the carrier. We may ask you to confirm your address or complete a reasonable non-receipt declaration. Any replacement or refund will be provided in accordance with the facts and your rights under applicable law.

11. Delayed or lost parcels

Tracking updates can occasionally pause while a parcel moves between carrier facilities. If your order has not arrived by the latest estimated delivery date, email anna@anseetoile.com with your order number. We will investigate with the carrier. A parcel will be treated as lost when the carrier confirms it is lost or when it has remained undelivered beyond a period that is unreasonable in the circumstances. Carrier investigations may take up to 31 days in some cases, but this does not remove any earlier remedy available under applicable consumer law.

If a parcel is lost before delivery, we will provide an appropriate replacement or refund. If an original parcel arrives after a replacement or refund has been arranged, please contact us so we can provide reasonable instructions.

12. Damaged, defective, or incorrect deliveries

Please inspect your order when it arrives. If a product or parcel is damaged, defective, or different from what you ordered, contact anna@anseetoile.com as soon as reasonably possible and include:

your order number;
a description of the problem; and
clear photographs of the product, packaging, shipping label, and damage, where possible.

Please keep the product and packaging until we confirm whether they are needed for the carrier investigation. We will assess the issue and provide an appropriate remedy, which may include a replacement, repair, or refund. Where a return is required because an item is faulty, damaged, or incorrect, we will cover the reasonable return cost when required.

Prompt notice helps us investigate, but it does not reduce your statutory rights.

13. Responsibility for the parcel

For consumer orders, responsibility for the products passes to you when you, or a person you identify other than the carrier, takes physical possession of them, except where applicable law provides otherwise or you independently appoint a carrier that we did not offer.

Our use of a third-party printing partner, fulfilment provider, postal operator, or courier does not remove any responsibility we have to you under applicable consumer law.

14. Events outside our control

We are not responsible for delays caused by events genuinely outside our reasonable control. If such an event materially affects your order, we will take reasonable steps to minimise the impact, keep you informed, and complete delivery as soon as reasonably possible.

Nothing in this section removes any right you may have to cancel an order, receive a refund, or obtain another remedy under applicable law.