Shipping & Returns
Shipping | Returns
All orders are shipped from our studio in London, United Kingdom. Orders will usually be dispatched the following business day after the order is placed. The shipping times listed below are to be used as a guide only. Additionally, you can request to have your order left onsite at our London studio at time of ordering, and this must be requested before finalising your order - Please contact us first at firstname.lastname@example.org. Please note that Rélauxe is not liable for any loss or stolen goods if this option is selected.
Note: Any shipment that is returned to us due to insufficient or incorrect address or not being picked up, will incur a re-delivery fee.
Please note, at times, customs may delay your order and this is no way controllable or caused by Rélauxe. Please be aware that for international orders, there may be extra charges such as taxes or duties that are payable by the recipient and not Rélauxe. Please ensure address details are correct at checkout as once the package has been sent for dispatch it can no longer be amended. Should there be any charges applicable for re-delivery due to incorrect details entered at checkout, this will be payable by the customer.
International taxes | duties
Unless stated otherwise, international customers may be required to pay sales tax, duty tax and/or custom charges. Please note that customs fees and any taxes associated with your purchase are the responsibility of the customer in the respective country, and not Rélauxe.
All taxes and customs charges are the responsibility of the customer and are not included in the cost of the order or shipping charge. Taxes and customs charges differ depending on the country and state of the shipping address. We suggest contacting your local customs office if you are unsure of the applicable taxes and custom fees that relevant to you. Rélauxe is not responsible for any additional taxes and custom charges that are requested during the shipment of your order.
If you have any questions or concerns regarding import taxes and customs duties, please contact us at email@example.com prior to placing your order.
Returns | Exchanges
If you receive your product and you change your mind or would like an exchange, you will need to notify us no later than 48 hours after your order is received, to ensure your order arrives back to us within 14 days. You can do this by emailing us at firstname.lastname@example.org. If your order is a gift, you can request an exchange extension via email@example.com. Our Standard Returns & Exchanges policy is that all returns must arrive back to us within 14 days of purchase.
When returning, all items must be in an unused condition, in the original packaging and in perfect condition. The cost of returning goods will be at the expense of the customer and not Rélauxe. Please ensure all products are boxed in the same condition as delivered. When returning, please use a traceable or registered service. This protects your return by ensuring the item/s are signed for by us upon delivery. A refund or exchange will only be valid upon receiving the goods as stated above. Rélauxe does not take any responsibility for lost or damaged goods if the above is not adhered to.
Please allow up to 5 business days for a refund to be processed or a credit to be placed on your Rélauxe account, after we have received and confirmed your return. This will be completed and inspected by Rélauxe. Credit on your account does not expire.
Note: We sometimes offer Rélauxe customers a complimentary gift with orders. If you wish to return your order you must also return the complimentary gift, also in an unused and perfect condition. Failure to do so will incur a part-refund, based on the value of the complimentary gift being deducted from any refunds applicable.
All products are carefully inspected and individually hand packaged in London for dispatch. If the product reaches you and it has been damaged or is defective then please urgently contact us no later than 48hours after receiving it. Please email us at firstname.lastname@example.org and provide clear photographic evidence of the damage. We aim to respond to your email within 24 hours.
Please note that our wood holders are made of 100% natural timber wood. Being a precious and natural material, there will be unique variations and no two products are identical. This is not a defect and will not be accepted as a faulty or damaged item.
For more information please contact us at email@example.com