Shipping Policy
Shipping Policy
Quelune Shipping Information
We're thrilled you've chosen Quelune. Here's everything you need to know about how and when your order will arrive.
Order Processing
All orders are processed within 1–3 business days (Monday–Friday, excluding public holidays). Orders placed on weekends or holidays are processed the next business day. During sales, launches, or peak periods, processing may take slightly longer.
Once your order ships, you'll receive a confirmation email with tracking details.
Estimated Delivery Times
Delivery times are estimates from the date of dispatch, not the date of order, and do not include the 1–3 day processing window:
- United States: 7–12 business days
- United Kingdom: 8–14 business days
- Australia & New Zealand: 6–12 business days
- Canada: 9–15 business days
- Rest of world: 10–20 business days
Please note these are estimates. Actual delivery can vary due to carrier delays, customs, weather, or other factors outside our control.
Shipping Costs
Shipping costs are calculated at checkout based on your location and order size. Any free shipping promotions will be clearly displayed at the time of purchase. Shipping, handling, and optional shipping-protection fees are non-refundable.
Order Tracking
Once dispatched, you'll receive a tracking number by email. Please allow 2–5 business days for tracking to update after you receive it. If your tracking hasn't updated after 7 business days, contact us at support@quelune.com and we'll look into it.
Customs, Duties & Taxes
For international orders, import duties, taxes, or customs fees may be charged by your local authorities on arrival. These charges are the customer's responsibility and are not included in your order total or shipping cost. Quelune has no control over these fees and cannot predict their amount.
Delays
Occasionally, factors beyond our control — customs processing, carrier backlogs, peak-season volume, or weather — may delay your order. We appreciate your patience and will always help track down a delayed package. Estimated delivery times are not guaranteed.
Incorrect Shipping Address
Please double-check your shipping details at checkout. Quelune isn't responsible for orders shipped to an incorrect or incomplete address provided by the customer. If you notice an error, contact us at support@quelune.com as soon as possible and we'll do our best to update it before dispatch — though we can't guarantee changes once an order is processed.
Lost or Stolen Packages
If your tracking shows delivered but you can't locate your package, please check with neighbours and your local carrier first. For packages confirmed lost in transit, contact us at support@quelune.com and we'll work with the carrier to resolve it. We recommend adding shipping protection at checkout for added peace of mind.
Christmas Delivery Notice
Due to high holiday demand, we can't guarantee delivery before Christmas for orders placed after December 1st. Please order early to avoid disappointment.
Contact Information
Questions about your shipment? We're happy to help: Email: support@quelune.com