Shipping policy

IMPORTANT: If you have emailed us regarding your order and have not received a reply, please check your spam folder, as some replies get sent to spam. 

Please note: To protect our customers and product, all fine jewelry items require a signature upon delivery. 

Orders are shipped Monday - Friday (excluding most major U.S. holidays) via USPS Ground Shipping. Most items are handmade to order, so please allow 1-3 business days for order processing. All fine jewelry items are made to order, so please allow 10 - 14 business days for shipment. Expect slightly longer processing times for peak holidays. All items in orders will be shipped together, unless otherwise stated, so please check your individual items for fulfillment timeline.

Shipping times during peak holiday seasons may vary and/or be delayed due to carrier delays. Please consider order processing times above when choosing your shipping options at checkout. 

The shipping fee is charged based on the subtotal before taxes and discounts. Indicated delivery timeline does not include weekends, holiday and any unforeseeable delays on the courier's end (weather, volume, traffic, etc). Estimated delivery date may be delayed if a change of delivery option was submitted on the customer’s end.

Shipping Services:

Please keep in mind that the shipping timelines shown at checkout are estimates provided by the carriers and may not always reflect the exact delivery timeframe. These estimates also don’t include the time it takes us to carefully handcraft and prepare your pieces for shipment (please see above). We always send orders with the service you select, but delivery times cannot be guaranteed, and shipping costs are non-refundable if a package arrives later than expected.

Packages refused upon delivery: 

Please note that in the event of refusal of a package upon delivery, the order will be treated as a return and return shipping fees will be deducted from any applicable refunds once the item is received by our studio. Please note: a customer's refusal to accept a package then transfers return shipping responsibility to the customer. We are not responsible for refused packages and will not issue a refund if they are never returned to our studio. 

Incorrect Address

We strive to ensure a smooth and efficient delivery process for all orders. However, we cannot be held responsible for packages shipped to the wrong address if the customer provides incorrect or incomplete address information during checkout.

Please double-check your shipping address carefully before placing your order to avoid any delivery issues. If you realize an error after completing your purchase, contact us immediately, and we will do our best to assist you. However, we cannot guarantee that changes can be made once the order is processed. If a package is returned to our studio due to an incorrect address, we will treat it as a regular return. A refund will only be issued for the item (excluding shipping fees), in accordance with our return policy. 

International Customs & Duties Policy

At Le Serey, we strive to provide seamless international shipping. However, please note that all customs duties, taxes, and import fees imposed by your country are the sole responsibility of the customer. These charges vary by country and are determined by your local customs office on arrival.

Customer Responsibility:

• Le Serey does not cover customs duties, taxes, or fees associated with international shipments. Orders may show $0 taxes or duties at checkout, this does not mean that duties will not be charged on arrival, it only confirms that Le Serey does not collect these fees at checkout. 

• If a package is held by customs due to unpaid fees, it is the customer’s responsibility to resolve the matter with their local customs office.

Refusal to Pay Customs & Denied Shipments:

• If a customer refuses to pay customs duties and denies the package, they remain responsible for the shipment until it returns to our studio. This includes not paying in a timely manner that results in a package being rerouted to us. 

• Once the package arrives back at our studio, it will be processed as a return, and any applicable return shipping fees will be deducted from the refund. Initial shipping fees are non-refundable. 

• If the package does not return to our studio due to customs denial or abandonment, Le Serey will not issue a refund for the order.

By placing an international order with Le Serey, you acknowledge and agree to this policy. If you have any questions regarding customs duties in your country, we recommend reaching out to your local customs office before making a purchase.

More Info

Order Changes & Cancellations: If you need to change or cancel your order, you must notify us within 24 hours of placing the order, otherwise we may not be able to cancel it, as it may be in production.

Lost or Missing Packages:

Once a package leaves our studio, delivery is in the hands of the shipping carrier. While we understand how frustrating delays or delivery issues can be, Le Serey cannot be held responsible for packages that are lost, stolen, or marked as delivered by the carrier.

If an order is marked as delivered but you cannot locate the package, it is the buyer’s responsibility to contact the shipping carrier directly to locate the package. The quickest way to do this is to file a claim online or visit your local USPS branch (or whichever carrier was used for your shipment).

Le Serey is not responsible for packages once they have been marked "delivered" by the carrier.

If your tracking shows delivered but the package cannot be found, we recommend checking with household members, neighbors, parcel lockers, or your local post office, as carriers sometimes place packages in secure locations.

Important: Missing or stolen packages must be reported within 7 days of the delivery date so that the shipping carrier can verify GPS delivery and open an investigation if necessary.

USPS MISSING MAIL ONLINE CLAIM PORTAL
UPS MISSING MAIL ONLINE CLAIM PORTAL

If a package is confirmed lost in transit by the carrier, we are happy to send a replacement once the carrier has completed their investigation.

For stolen packages, we recommend filing a police report and ensuring a safe delivery location for future orders.