Shipping Date:
All orders are dispatched from France. Once your order is confirmed, it will typically be shipped within 5 business days (without order-made product).
Please note that shipping may take longer on weekends, Japanese holidays, and during busy seasons.
Transport and Shipping:
Your ordered products will be shipped from France to your specified address via La poste Colissimo.
Depending on your residence country, region, and the weight/size of the ordered item, alternative shipping methods may be used. In such cases, we will inform you via email.
For orders with multiple items, we strive to ship them together whenever possible to reduce shipping costs.
In Case of Shipping Delay:
The product will reach the customer approximately 2-9 days after leaving France. However, depending on the weather, time of year, postal conditions, and other various reasons, it may take up to 4 weeks. If the shipping date is significantly delayed, we will contact you by email.
Track Your Parcel:
Ensure your shipping address, including city and zip code, is accurate. We are not liable for orders that cannot be delivered due to incorrect shipping information.
Upon shipment, you will receive the delivery document number via email. Use the La Post tracking site provided to check the status of your delivery yourself.
IN CASE OF DAMAGED PACKAGE OR BROKEN PRODUCTS
In Case of a Damaged Package or Broken Product:
While we guarantee careful packing, if unexpected damage is observed upon delivery, kindly refrain from accepting the package. Instead, inspect the contents with your local post office. Alternatively, if damage is noticed after receiving and opening the package, please contact us within 3 days at customer@polarenthal.fr providing a detailed photo of the damage along with the order number. Upon confirming the damage, we will either issue a refund or ship a replacement item. For more details on our refund policy, please refer to the Refund Policy page.
Duty & Tax
As our products are shipped from France, they may be subject to taxes and customs fees in the recipient country. These costs are the responsibility of the customer. Our terms of sale are DDU (duties and taxes unpaid). The displayed price excludes items such as VAT, import duty, tax, and other unforeseeable charges imposed by middlemen and agents. Any unexpected charges incurred during the process should be borne by the customers. For detailed information on your country’s customs policies, please contact your local customs office.
Taxes will apply to imported products, along with shipping or service fees related to the purchase. These taxes will be charged at the applicable rate in accordance with local laws, which may vary depending on the product type and the destination country.
Polarenthal provides safe and secure delivery services, covering all damages or losses occurring during shipping. If you have any concerns or doubts, feel free to reach out to us at any time.