Shipping policy

Shipping Policy

At Auclair, we are dedicated to delivering your order securely and efficiently. This Shipping Policy outlines the handling, delivery, and associated responsibilities to ensure clarity and transparency for our customers.

1. Shipping Methods

1.1. We use reputable couriers, such as Royal Mail, FedEx, UPS, or equivalent, for safe delivery.

1.2. All shipments are sent via tracked and signed-for services, with full insurance coverage up to the value of your item. For high-value items, we recommend upgrading to fully insured shipping options where available.

2. Order Processing and Dispatch

2.1. Orders are subject to availability and acceptance by Auclair. Full payment, including delivery fees, is required at the time of purchase.

2.2. Once payment is processed, orders cannot be amended or cancelled unless explicitly agreed by us in writing.

2.3. Made-to-Order Items: Bespoke pieces are expertly crafted within the lead time specified on the product description, hallmarked for authenticity, and shipped directly to you.

2.4. Ready-to-Ship Items: These are despatched within 2–3 business days after order confirmation.

3. Delivery

3.1. Delivery is arranged to the address provided during checkout via a third-party courier. Delivery fees are displayed at checkout and payable by the customer.

3.2. Customers are responsible for providing a complete and accurate delivery address. Auclair is not liable for losses or delays caused by incorrect or incomplete address details.

3.3. Delivery times are estimates and not guarantees. We are not liable for delays caused by couriers or external factors beyond our control.

4. Risk and Responsibility

4.1. Risk of loss or damage to goods remains with us until the goods are delivered to:

  • The customer or someone authorised by the customer to receive them; or

  • A neighbour or alternative location permitted by the courier, provided the customer has not opted out of such delivery methods.

4.2. If goods are delivered to a neighbour or alternative location without your explicit consent, we will investigate with the courier and, where appropriate, offer a refund or replacement.

4.3. Once goods are marked as delivered by the courier and received by you or an authorised person, responsibility for the goods transfers to you.

5. Lost, Stolen, or Undelivered Packages

5.1. If a package is marked as delivered but has not been received, you must notify us within 5 calendar days of the delivery notification. Failure to notify us within this timeframe may void your claim.

5.2. In cases of loss or theft during transit, we will work with the courier to investigate. Compensation, refunds, or replacements will be provided at our discretion and only after the courier’s investigation is complete.

5.3. If you authorise delivery to a specific location (e.g., left in a hallway, with a neighbour, or another “safe place”), Auclair is not liable for loss or theft once the courier delivers the package as instructed.

6. International Shipping

6.1. Customs fees, duties, and taxes are the sole responsibility of the customer.

6.2. Shipping times for international orders may vary due to customs processing. Specific delivery dates cannot be guaranteed.

6.3. Warranty coverage is waived for international orders placed after 11 April 2024, due to shipping and tax restrictions.

7. Insurance

7.1. All shipments are insured up to the value of your item during transit.

7.2. In the event of courier mishandling or loss, we will assist you in filing a claim. Compensation is limited to the amount offered by the courier unless additional insurance has been arranged.

8. Delivery Times

8.1. Delivery times provided at checkout are estimates and may vary due to courier or customs delays.

8.2. Auclair is not responsible for delays caused by factors outside our control, including but not limited to strikes, weather disruptions, or customs clearance issues.

9. Customer Obligations

9.1. Ensure someone is available to receive the package at the delivery address or provide alternative delivery instructions at your own risk.

9.2. If the courier leaves the package in a “safe place” or with a neighbour, as permitted by their delivery policy, responsibility for the package transfers to you once delivered to that location.

9.3. Cooperate fully with any investigation into lost or stolen packages, including providing signed statements or additional evidence as requested by us or the courier.

10. Non-Delivery and Disputes

10.1. If an item is lost or mishandled by the courier:

  • We will assist in filing a claim with the courier.

  • Compensation issued by the courier will be passed along to the customer or applied to a replacement item.

10.2. We do not issue refunds for items marked as delivered and signed for.

11. Refunds and Replacements

11.1. Refunds or replacements for lost or damaged goods will be provided at our discretion and only after completion of a courier investigation.

11.2. Refunds or replacements may be limited to the maximum compensation provided by the courier.

12. Limitation of Liability

12.1. To the fullest extent permitted by law, Auclair is not liable for:

  • Indirect or consequential losses, including but not limited to loss of profit or reputation;

  • Loss or damage caused by delivery delays, theft, or mishandling by the courier; or

  • Loss or damage to goods after delivery as instructed or to an authorised recipient.

12.2. Our total liability for any claim will not exceed the value of the goods purchased, including applicable delivery fees.

13. Governing Law and Disputes

13.1. This Shipping Policy is governed by the laws of England and Wales.

13.2. Any disputes will be resolved in the courts of England and Wales.

14. Changes to Shipping Policies

14.1. Auclair reserves the right to update this Shipping Policy at any time. Please refer to this page for the most current terms before placing your order.