Shipping policy

New shipping reglementation

Covid-19 shipping policy


TAXES : We ship from France so taxes may apply for international orders (outside of EU), if you refuse to pay for the taxes your parcel will be sent back to us and deducted from your refund. Please consider this before purchase. You can send us an email to have an estimate on your taxes.

 

 C O U N T R I E S

P R I C E S

France, Belgium

 

Free in relay point above 20€ order value

5.99€ home delivery


UK, USA, Canada, Australia, New Zealand, Switzerland

 

14€ home delivery 

Free above 400€ order value

OUTRE MER (Guadeloupe, Reunion, Martinique, New Caledonia, French Polynesia ) 


12€ home delivery 

Free above 100€ order value


EUROPE ZONE 1 (Austria, Germany, Italy, Netherlands, Spain, Georgia, Greenland, Liechtenstein, North Macedonia, Monaco, Serbia, Ukraine, Ireland, Finland, Iceland)

7.99€ home delivery 

Free above 150€ order value

EUROPE ZONE 2 (Luxembourg, Czechia, Bulgaria, Cyprus, Croatia, Estonia, Greece, Hungary, Lithuania, Poland, Portugal, Romania, Slovakia, Slovenia, Montenegro, Latvia, Bosnia & Herzegovina, Moldova, San Marino, Jersey)

 

9.99€ home delivery 

Free above 180€ order value

SCANDINAVIA (Denmark, Norway, Sweden)

 

10€ home delivery 

Free above 200€ order value

AFRICA (Algeria, Morocco, Tunisia, South Africa, Egypt, Angola, Benin, Botswana, Burkina Faso, Burundi, Republic of Cameroon, Cape Verde, Comoros, Congo, Congo, The Democratic Republic Of The, Côte d'Ivoire, Djibouti, Eritrea, Eswatini, Ethiopia, Gabon, Gambia, Ghana, Guinea, Equatorial Guinea, Guinea Bissau, Kenya, Lesotho, Liberia, Libyan Arab Jamahiriya, Madagascar, Malawi, Mali, Mauritius, Mauritania, Mozambique, Namibia, Niger, Nigeria, Uganda, Central African Republic, Rwanda, Western Sahara, Saint Helena, Sao Tome And Principe, Senegal, Seychelles, Sierra Leone, Somalia, Sudan, South Sudan, Tanzania, United Republic Of, Chad, Togo, Zambia, Zimbabwe )

12€ home delivery 

Free above 300€ order value

ASIA (Indonesia, Japan, Malaysia, Singapore, Taiwan, Thailand, Albania, Armenia, South Korea, Hong Kong SAR (2 of 3 regions), Russia, China, Nepal, Philippines, Maldives) 


14€ home delivery 

Free above 300€ order value


MIDDLE EAST & OTHERS (Saudi Arabia, Bahrain, United Arab Emirates, Jordan, Kuwait, Lebanon, Oman, Qatar, Azerbaijan, Israel, Palestinian Territories, Malta, Faroe Islands, Gibraltar) 


16€ home delivery 

Free above 400€ order value


SOUTH AMERICA (Anguilla, Antigua And Barbuda, Aruba, Bahamas, Barbados, Belize, Bermuda, Costa Rica, Cuba, Curaçao, Dominica, Grenada, Guatemala, Haiti, Honduras, Cayman Islands, Turks and Caicos Islands, Virgin Islands, British, United States Minor Outlying Islands, Jamaica, Mexico, Montserrat, Nicaragua, Panama, Dominican Republic, Saint Barthélemy, Saint Kitts And Nevis, Saint Martin, Sint Maarten, Saint Pierre And Miquelon, St. Vincent, Saint Lucia, El Salvador, Trinidad and Tobago, Netherlands Antilles, Argentina, Bolivia, Brazil, Chile, Colombia, Ecuador, Guyana, French Guiana, Falkland Islands (Malvinas), Paraguay, Caribbean Netherlands, Peru, Suriname, Uruguay, Venezuela) 

14€ home delivery 

Free above 300€ order value

 

Q&A:


Who is eligible for delivery to a relay point?
France, Belgium and Luxembourg

Who is eligible for free relay point delivery?
France, Belgium and Luxembourg

How to choose my relay point?
After the payment of your order, the option to select your relay point will be displayed on the website. Be carefull not to close the page too early.

How long before my package is shipped?
Packages are shipped within 2 to 5 business days (excluding weekends and bank holidays). 


Can I change my shipping information?
You can change your delivery information as long as your order has not been processed. Beyond this stage, costs have already been incurred and any changes will be chargeable.

I chose free delivery at a relay point, but I received my package by post at my home, why?
If your order is small enough, it can be sent by envelope by La Poste and not to a relay point. This is why it is important to correctly indicate your name and address, regardless of the delivery method chosen.

I placed multiple orders and paid shipping multiple items, but still received everything in one package, why?
If you want to add to your order without additional shipping fees, please email us at contact@lessultanas.com with your order number and the list of items you wish to add. The order cannot be processed until the balance is fully paid. As a company, we take the liberty to combine multiple orders if the shipping information matches. This avoids unnecessary costs and carbon print. Our customer barely pay one third of the actual shipping cost and even when combining multiple orders, this still remains one third of the cost as we charge flat rate shipping on our website while shipping companies charge us on a weight basis.  

I just placed an order but wish to cancel, is this possible?
You can cancel an order that has not yet been processed and be refunded. 

I wish to cancel an order that has already been processed/shipped?
If your order has been processed and / or shipped, it is possible to cancel it. Return costs will be applied (see returns page).

I just placed an order and wish to modify/add to it ?

If you order hasn't been processed yet (aka shipped out), you can still email us at contact@lessultanas.com to modify it or add to it without extra shipping fees. A payment link will be sent to you to complete your purchase. 


I wish to make an exchange, is it possible?
We do not accept exchanges. You must first cancel your order, return it to us (return costs will apply) and order again.

How can I cancel/exchange/return my order?
For all cancellation, exchange and / or return requests for your order, please contact us first using the form available on our website or at contact@lessultanas.com

After how long do I consider my parcel delayed?
If 10 days after you received your tracking number by email you still haven't received your order, please contact our costumer support service at contact@lessultanas.com

I did not pick up my package on time at the relay point or at the post office and it was returned, can I be refunded?
For all return and refund requests see returns page.

My package takes a long time to arrive, I would like a refund, is this possible? 

We do not refund packages that are still in transit and that have not been declared lost by the carrier. Given the current situation, especially internationally, packages can be blocked for weeks at customs for unknown reasons. Once the package has been received or lost, we can return it and then refund it. Return costs will be applied (see returns page).

How do Pre Orders work?

Pre Orders items take 3 to 8 weeks to be shipped out to you. If your order contains at least 1 pre order item, the entire order will not be processed until the pre order item is ready to be shipped. This is to be considered before placing an order. 

 

/!\ Les Sultanas is not responsible for:

  • the loss of your package in case of error on your part.
  • abnormal delivery times and / or loss or theft of packages by carriers (La Poste, Mondial Relay). 
  • The return of your parcel to the sender for lack of having picked it up on time at a relay point or at the post office. In the event that your package is returned to the sender, this will be considered a return. Delivery charges will then be applied if you wish a refund / credit or have your order returned to you.



If you have any problems, please do not hesitate to contact us so that we can help you as best as possible.