Shipping Policy
Exceptions
Please note that we only ship to the USA and Canada. We are unable to ship to P.O. boxes, APO/FPO/DPO addresses, or any locations outside of the USA and Canada, as our shipping provider cannot ensure safe delivery to these addresses.
There’s nothing worse than a lost package. Please provide your address with detailed street and house number information, if applicable.
Any Potential Delays
While we strive to deliver all orders on time, certain exceptions may cause delays beyond our control. These include but are not limited to:
- Severe weather conditions affecting transit routes
- Customs clearance delays in the destination country
- High order volume during peak seasons (e.g., Black Friday, holiday periods)
- Carrier-related issues, such as unexpected logistical disruptions
- Incomplete or incorrect shipping address provided by the customer
Customs Fees
Shipments from all of our warehouses are delivered without customs clearance. Therefore, any customs or import duties will be charged once the package reaches its destination country. These fees must be covered by the customer.
Please note that, according to customs regulations, we cannot declare purchased items as gifts or state a value lower than the actual product price.
Please note also our Return & Refund Policy
Delivery Time
Once you place an order on our website, our team will immediately begin processing it. To help you plan your purchase, please note the following schedule:
- Order Cutoff Time: 6:00 PM (Eastern Standard Time)
- Order Handling Time: 0-1 days (Monday - Sunday)
- Transit Time: 1-2 days (Monday - Friday)
Order Confirmation
After placing your order, you will receive an email with your order number and details. Once your order ships, you will receive a shipping confirmation email with a tracking number and tracking link. Additionally, we will notify you via email upon delivery of your order.
Shipping Providers
We partner with FedEx & DHL to ensure timely and safe delivery. All orders from Jacqueline van Hoef come with free shipping.
Shipping Locations
We ship to the USA and Canada, excluding APO, FPO, and DPO addresses due to carrier restrictions.
Lost Packages
If your package is marked as delivered but you haven't received it, please:
- Verify the shipping address.
- Check all possible delivery locations at your residence.
- Ask neighbors or family members if they accepted the package.
- Contact the courier with your tracking number to initiate a claim.
Please note that all risks and responsibilities are transferred to the buyer upon handing over the package to the courier. For issues related to non-delivery of the goods, you must contact the shipping provider directly using the tracking number provided.
Need help? We are here.
We are happy to personally assist you. Your inquiries will be answered within 24h.