Where are you located ?

France, Europe.

How long before my package is shipped?

Packages are shipped within 2 to 5 business days (excluding weekends and bank holidays). 

How many days for my parcel to be delivered?

For any country, expect your parcel to be delivered under 10 business days (5 for France). Above that, please email our customer support team at contact@lessultanas.com, including your order number.

Which shipping company do you use ?

For international orders, we use the French company CHRONOPOST, UPS or DHL. Once the parcel leaves France, the courrier hands over your parcel to a local company. We do not know or control which company will be delivering your order last.

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.

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.

Who is eligible for delivery to a relay point?

France and Belgium.

Who is eligible for free relay point delivery?

France and Belgium.

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.

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.

All orders are dispatched from France. Please note that international shipments (outside the EU) may be subject to import duties and taxes.

These taxes are now displayed at checkout, giving you the option to either:

• Pay them directly at checkout, or
  
• Pay them upon delivery according to your country’s regulations.
  

Why are there additional taxes if I already paid VAT?

The VAT included in your order covers French tax obligations. Any import duties or taxes applied by your local government are separate and are not included in our pricing. These are calculated based on your country’s regulations and collected by your local customs authorities.

We also encourage customers to consider the environmental impact of returning or refusing shipments.

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 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 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 section).

How to Request a Return

If you wish to return an item, you must email us at contact@lessultanas.com within 15 days after receiving your order.

In your email, please include:

• Your order number
  
• The reason for your return (this helps us process it faster)
  
• Clear photos of the item, if necessary (e.g. in case of a defect or issue)
  

Our team will review your request and provide you with the return instructions.

⚠️ Please note: returns requested after the 15-day period cannot be accepted.

Items purchased on sale are final and not eligible for return or refund.

Exchange

We do not offer direct exchanges.

If you wish to change an item, you’ll need to:

1. Submit a return request for the item you no longer want (return shipping costs apply) by email at contact@lessultanas.com within 15 days after receiving your order
2. Place a new order for the item you would like instead.

Return Timeline :

Once a return request is submitted, the process must be completed within 15 days.

This includes providing any requested information (such as the reason for return) and shipping the parcel back to us.

⚠️ Please note: if the process is not completed within this timeframe, the return request will be automatically cancelled..

Pre-Order Policy

Please read the following pre-order rules carefully before making your purchase. By placing a pre-order, you acknowledge and agree to adhere to the terms outlined herein.

1. Pre-Order Binding Agreement:

• All pre-orders made on our platform are considered binding contracts.
• Items offered for pre-order are custom-made to fulfill your order.
• Prior to finalizing your pre-order, we strongly advise considering your purchase carefully.

2. Cancellation and Modification Period:

• Customers have a grace period of 48 hours from the time of pre-order placement to cancel or modify their order.
• Following this initial 48-hour window, cancellations will not be accepted.
• However, customers may still request a formal return in accordance with our established return guidelines.

3. Shipping Terms:

• If a customer's order contains at least one pre-order item, the entire order will be dispatched once all pre-order items are ready for shipment.
• Pre-order items typically require an estimated period of 3 months before they are prepared for shipping.
• Please note that this estimated time frame is subject to variation and may be shorter or longer depending on production and other factors.
• We assure all customers that they will receive their ordered items; however, patience is appreciated as we work diligently to fulfill pre-orders.
• Regular updates regarding the status of pre-order items will be available on our platform. Customers are encouraged to monitor these updates for relevant information.

4. Communication and Updates:

• In the event of no updates being available, it is indicative that there are currently no new developments to report.
• Rest assured, any significant updates or changes to pre-order items or timelines will be promptly communicated to our customers via our platform.

By proceeding with a pre-order on our website, you signify your understanding and acceptance of these pre-order rules. Should you have any inquiries or require further clarification, please do not hesitate to contact our customer support team.

Les Sultanas reserves the right to amend or update these pre-order rules at its discretion without prior notice.

Thank you for your cooperation and continued support.