Shipping Policy
Introduction
Anjelie works with a network of international fulfillment centers and specialized logistics partners to provide customers with a safe and efficient shopping experience.
Orders are processed and shipped from different distribution centers based on product availability, delivery destination, and logistical considerations. As a result, more than one carrier may be involved during the transportation process until the order reaches the delivery address.
Although we takes all reasonable measures to ensure that orders are processed and delivered within the estimated timeframes, certain circumstances beyond our control—including customs procedures, carrier operational delays, adverse weather conditions, strikes, government restrictions, and other extraordinary events—may affect delivery times.
This Shipping Policy sets forth the terms and conditions applicable to the processing, dispatch, transportation, and delivery of orders placed through our store. For information regarding cancellations, returns, refunds, and other rights related to your purchase, please also refer to our Refund Policy.
By placing an order through our website, you acknowledge that you have read, understood, and agreed to the terms of this Shipping Policy.
1. Payment, Order Processing and Dispatch
1.1 Payment Confirmation
Orders are processed only after payment has been successfully authorized and confirmed.
Payment confirmation is typically completed within 1 to 2 business days. However, in some cases, this timeframe may be longer depending on the payment method used or the security verification procedures carried out by the financial institution.
1.2 Order Processing
Once payment has been confirmed, order processing and dispatch are generally completed within 3 to 5 business days.
This period includes product picking, inspection, quality control, packaging, preparation of shipping documentation, export preparation, and any other procedures required before the shipment is handed over to the carrier responsible for dispatch.
During periods of high demand, such as public holidays, Christmas, year-end holidays, promotional campaigns, or other seasonal events, processing and dispatch times may be extended due to increased order volume and operational constraints.
1.3 Order Changes
Customers may request changes to their order, including corrections to the delivery address or modifications to the purchased products, provided that the shipment has not yet been dispatched.
If you wish to request any changes, please contact our Customer Support team at contact@anjelie.com as soon as possible.
Our team will assess whether the requested changes can be accommodated. If the shipment has not yet been dispatched, we will make all reasonable efforts to process the requested changes.
Once the shipment has been dispatched, no further changes can be made.
1.4 Order Cancellation
Order cancellation requests may only be submitted before the order has been dispatched.
Customers should contact our Customer Support team as soon as possible. Our team will review the status of the order and confirm whether the cancellation can still be completed.
Once the order has been dispatched, any request to cancel the order will be treated as a withdrawal from the purchase. In such cases, the customer must wait until the shipment has been delivered and follow the return procedure set out in our Refund Policy.
1.5 Additional Security Verification
To protect our customers and our business against fraudulent transactions, certain orders may be subject to additional security verification.
If an order is identified as potentially high risk or payment authorization cannot be fully verified, we may contact the customer to request additional information before the order is shipped.
If the requested information is not provided within a reasonable period or payment verification cannot be completed satisfactorily, we reserve the right to cancel the order and issue a full refund to the original payment method.
1.6 Order Dispatch
Once processing has been completed, the shipment will be handed over to the carrier responsible for dispatch. At that point, the estimated delivery timeframe begins.
In some cases, a tracking number may be generated and sent to the customer before the carrier physically collects the shipment. This is a common operational practice in international logistics and allows tracking information to be made available in advance.
After the tracking number has been generated, the shipment will proceed through the normal dispatch process within the processing timeframe described in this Policy. Tracking updates may take several days to appear in the carrier's tracking system.
The estimated delivery timeframe begins only after the shipment has been dispatched, and not from the date the order was placed or the date the tracking number was issued.
2. Shipping and Delivery
We work with trusted international carriers and local postal operators to deliver orders safely and efficiently while providing a reliable shopping experience and maintaining competitive shipping costs.
The shipping method may vary depending on the destination country, the location of the fulfillment center responsible for dispatch, the size of the shipment, customs requirements, and carrier availability.
2.1 Delivery Destinations
We ship to a wide range of countries. Delivery availability may vary due to logistical restrictions, local regulations, or operational limitations.
The countries available for delivery will be displayed during checkout.
2.2 Shipping Methods and Estimated Delivery Times
All eligible orders are shipped using our Free Standard Shipping service at no additional cost to the customer.
If an alternative shipping method is available for a particular destination or order, it will be presented during the checkout process.
Estimated delivery time: 7 to 14 business days after order processing and dispatch.
Business days do not include Saturdays, Sundays, or public holidays.
The estimated delivery timeframe begins only after the shipment has been dispatched. Before this period begins, the order undergoes processing and dispatch, which are typically completed within 3 to 5 business days (see Section 1.2 – Order Processing).
The delivery timeframes provided are estimates based on our historical delivery performance and are given in good faith. Although we make every reasonable effort to meet these estimates, they do not constitute a guarantee of delivery on a specific date.
2.3 Shipping from Multiple Fulfillment Centers
To optimize product availability and, whenever possible, reduce delivery times, orders may be shipped from different international fulfillment centers.
The fulfillment center responsible for dispatching an order will be determined based on product availability, operational efficiency, and the destination country.
2.4 Split Shipments
Orders containing multiple products may be shipped in separate packages.
This may occur when items are stored at different fulfillment centers, require specific packaging, or become available for shipment at different times.
In such cases, customers may receive more than one tracking number for a single order.
Receiving part of an order before the remaining items does not necessarily indicate that there is any issue with the shipment.
If you have any questions regarding the status of your delivery or require additional information about your shipment, please contact our Customer Support team at contact@anjelie.com. We will be happy to assist you.
2.5 International Transportation
International shipments are typically completed in multiple stages.
In most cases, an international carrier transports the shipment to the destination country. Upon arrival, responsibility for the final stage of delivery may be transferred to a local postal operator or another carrier responsible for last-mile delivery.
This transfer is a normal part of the international shipping process and does not affect the continuity of the shipment.
3. Order Tracking
3.1 Tracking Information
Once available, the tracking number will be automatically sent to the email address provided at the time of purchase.
Customers may also track the status of their shipment using the tracking number provided through the carrier responsible for delivery or through our tracking page, where available.
3.2 Tracking Updates
After the tracking number has been generated, the first tracking updates may take several days to appear.
This is because the shipment may still be undergoing logistical preparation, awaiting collection by the carrier, or being integrated into the tracking systems used by the logistics providers.
During international transit, there may be periods without new tracking updates while the shipment is moving between logistics facilities, undergoing customs procedures, or awaiting processing by the carrier responsible for the next stage of delivery.
Such periods without tracking activity are common in international shipping and, by themselves, do not indicate any issue with the shipment.
3.3 Changes to the Tracking Number
In certain situations, the shipment may be assigned a new tracking number during international transit, particularly when responsibility for delivery is transferred to another carrier or to the postal operator in the destination country.
Whenever possible, this information will be made available to the customer.
3.4 Tracking Assistance
If you are unable to locate tracking information or have any questions regarding the status of your shipment, please contact our Customer Support team at contact@anjelie.com.
We will review the matter with our logistics partners and provide the appropriate guidance.
4. Delivery Conditions
4.1 Delivery to the Provided Address
Shipments will be delivered to the delivery address provided by the customer at the time the order is placed.
A delivery will be deemed completed once the carrier officially records the shipment as delivered in its tracking system.
Depending on the carrier and the delivery practices in the destination country, the shipment may be delivered directly to the recipient, another person present at the delivery address, a concierge, receptionist, authorized neighbor, or, where permitted by the carrier, left in a designated safe place, such as a porch, mailbox, building entrance, or another appropriate location.
After delivery has been confirmed, we recommend that customers also check any safe places around the property, mailboxes, common areas of the building, reception desks, concierge services, and, where appropriate, ask neighbors or other individuals who may have accepted the shipment on their behalf.
Once the carrier confirms delivery, the order status will be updated as soon as the information becomes available. Customers may also receive an automatic email notification confirming that the delivery has been completed.
If the shipment cannot be located after delivery has been confirmed, please contact our Customer Support team at contact@anjelie.com. We will review the matter with the responsible carrier and provide the appropriate guidance. In certain situations, the carrier may require the recipient to contact them directly or submit a delivery claim in order to continue the investigation.
4.2 Delivery Attempts
The number of delivery attempts may vary depending on the carrier and the delivery practices in the destination country.
Delivery may not be completed for various reasons, including, but not limited to:
- The recipient is unavailable;
- An incomplete or incorrect delivery address;
- Difficulty accessing the delivery address;
- Refusal to accept the shipment;
- Operational limitations of the carrier.
If delivery cannot be completed, the carrier may make additional delivery attempts, make the shipment available for collection at an authorized pickup location, or initiate the return process in accordance with its operational procedures.
4.3 Pickup Locations
If home delivery cannot be completed, the carrier may transfer the shipment to an authorized pickup location.
Whenever this information is available, the pickup location address and collection instructions may be accessed directly through the carrier's tracking system.
If this information is not available, customers may contact our Customer Support team at contact@anjelie.com, and we will make all reasonable efforts to obtain it from the responsible carrier.
In some cases, we may also contact the customer proactively to provide the pickup location details when such information is available.
Carriers generally keep shipments available for collection for a limited period, which may vary depending on the country and the carrier.
Customers are responsible for collecting their shipment within the timeframe established by the carrier or, where permitted, authorizing another person to collect it on their behalf.
If the shipment is not collected within the specified period, it may be returned to the sender in accordance with the carrier's operational procedures.
4.4 Delivery Confirmation Procedures
The procedures used to confirm delivery may vary depending on the carrier and the delivery practices in the destination country.
Depending on the delivery method, confirmation may be established through the recipient's signature, delivery photographs, geolocation records, electronic delivery records, carrier confirmation, or any other proof of delivery method used by the carrier.
The absence of the recipient's signature does not, by itself, mean that the shipment was not delivered, provided that the carrier has another valid method of confirming delivery in accordance with its operational procedures.
5. Customer Responsibilities
To help ensure a safe and efficient delivery, customers are responsible for monitoring the progress of their order and cooperating, when necessary, with the steps related to the delivery process.
5.1 Delivery Information
Customers are responsible for providing a complete, accurate, and up-to-date delivery address, including, where applicable, the property number, apartment, building, unit, floor, postal code, and any other information necessary to facilitate delivery.
We shall not be held responsible for delays, failed deliveries, or returns resulting from incorrect, incomplete, or outdated information provided by the customer.
5.2 Delivery-Related Communications
During the delivery process, the customer may be contacted by us or by the responsible carrier to request additional information, confirm delivery details, provide notice of delivery attempts, inform them that the shipment is available for collection, communicate customs requirements, or address other matters related to transportation.
Customers are responsible for monitoring communications sent to the email address provided at the time of purchase and responding, where necessary, within the applicable timeframes.
5.3 Availability to Receive the Shipment
Customers should ensure that someone is available to receive the shipment during the estimated delivery period.
If the customer knows in advance that no one will be available during this period, we recommend arranging an alternative method of receipt, such as authorizing another person to accept the shipment, requesting delivery to a pickup location, redirecting the delivery where this service is available, or using any other option offered by the responsible carrier.
5.4 Communication with the Carrier
In certain situations, the carrier may require the recipient to contact them directly to confirm delivery information, arrange another delivery attempt, submit a claim, provide documents, or take other steps necessary for the continuation of the shipment.
When this occurs, the customer is responsible for following the carrier's instructions within the specified timeframe.
5.5 Uncollected Shipments
When a carrier makes a shipment available at a pickup location, the customer is responsible for collecting it within the specified timeframe or, where permitted, authorizing another person to collect it on their behalf.
If the shipment is not collected within the timeframe specified by the carrier, it may be returned to the sender in accordance with the responsible carrier's operational procedures. In such cases, the conditions set out in Section 9.2 – Shipments Returned to the Sender will apply.
6. Customs Procedures
For international shipments, orders must undergo customs clearance upon arrival in the destination country. This process may take several days, as it depends on the review and release of the shipment by the local customs authorities and is therefore outside our control.
In some cases, the carrier or customs authority may request information, documents, or other action from the recipient in order to release the shipment. The customer must comply with the request within the specified timeframe.
Depending on the rules of the destination country, taxes, duties, fees, or other charges may apply to the release of the shipment. Where applicable, these amounts will be the customer’s responsibility, unless otherwise stated during checkout.
If the shipment is returned to the sender due to missing information or documentation, lack of contact, or failure by the recipient to take the required action, the provisions set out in this Shipping Policy and the Refund Policy will apply.
7. Variations in Delivery Timeframes
The delivery timeframes provided are estimates based on carrier performance history and our operational experience. As international shipping is involved, actual delivery times may vary due to circumstances outside our control.
Circumstances that may affect delivery times include customs procedures, periods of high demand such as public holidays, seasonal events and major sales periods, adverse weather conditions, strikes, service disruptions or operational restrictions affecting carriers, measures imposed by local authorities, force majeure events, and other extraordinary circumstances affecting the logistics network.
Whenever necessary, we will provide assistance to the customer and request information from the responsible carrier to help monitor the progress of the shipment.
A delay alone does not mean that the shipment has been lost and does not automatically entitle the customer to cancellation, reshipment, or a refund, subject to the conditions set out in this Shipping Policy and the Refund Policy.
8. Verification of Shipments in Transit
Shipments that are still within the estimated delivery timeframe will not be considered lost, even if delays occur or tracking information remains temporarily unchanged.
A temporary lack of tracking updates, customs procedures, operational delays, or other logistical events do not, by themselves, mean that the shipment has been lost.
If there are signs of a significant delay or a possible issue with the shipment, we may request additional information and initiate an investigation with the responsible carrier before determining the most appropriate solution.
If the shipment is officially confirmed as lost or missing by the carrier or the responsible logistics partners, we will work to resolve the situation in accordance with the conditions set out in our Refund Policy and may, depending on the circumstances, offer a replacement shipment or the corresponding refund.
9. Special Delivery Situations
9.1 Incorrect or Incomplete Address
If a shipment cannot be delivered due to incorrect, incomplete, or outdated information provided by the customer, delivery may be delayed, the shipment may be returned to the sender, or the carrier may take other action in accordance with its operational procedures.
If the shipment is returned to the sender for this reason, the conditions set out in this Shipping Policy and the Refund Policy will apply.
9.2 Shipments Returned to the Sender
A shipment may be returned to the sender for various reasons, including, but not limited to:
- An incorrect or incomplete delivery address;
- The recipient being unavailable after the carrier’s delivery attempts;
- Failure to collect the shipment within the timeframe established by the carrier;
- Failure to comply with customs requirements;
- Refusal to accept the shipment;
- Other circumstances covered by the carrier’s operational procedures.
If a shipment is returned to the sender, we will review the circumstances of the case and inform the customer of the available options.
Depending on the reason for the return, reshipping the order may be subject to an additional shipping charge.
9.3 Condition of the Shipment
International shipments travel long distances and pass through different logistics facilities during transportation. As a result, the outer packaging may show minor signs of handling, such as light dents, marks, or wear. Such signs do not, by themselves, indicate a product defect or constitute grounds for a return.
If the customer identifies damage to the product received or believes that its contents may have been affected during transportation, they should contact our Customer Support team at contact@anjelie.com in accordance with the conditions and timeframes set out in the Refund Policy.
We recommend inspecting the shipment as soon as reasonably possible after delivery so that any issue can be reported within the applicable timeframe.
9.4 Incorrect Item Received
If an order fulfillment error results in the customer receiving an incorrect item, they should contact our Customer Support team at contact@anjelie.com as soon as possible, describe the issue, and attach photographs of the product received, its packaging, and any other relevant information that may be required to review the case.
During the review, we may request additional images, including photographs of shipping labels, identification stickers on the packaging, or other information required to investigate the matter with the supplier and the responsible carrier.
Once the review has been completed, if the shipping error is confirmed, we will provide an appropriate resolution in accordance with the conditions set out in the Refund Policy.
9.5 Refusal of Delivery
If the recipient refuses to accept the shipment without there being a shipping error, product defect, or another circumstance covered by the Refund Policy, the shipment may be returned to the sender.
In such cases, the conditions set out in this Shipping Policy and the Refund Policy will apply.
10. Limitation of Liability
We shall not be held responsible for delays, interruptions, or an inability to complete delivery resulting from force majeure events or circumstances outside our reasonable control, including, but not limited to, natural disasters, severe weather conditions, strikes, armed conflicts, pandemics, government restrictions, or carrier operational disruptions.
Whenever possible, we will assist the customer and request information from the responsible carrier to help monitor the progress of the shipment.
Nothing in this Shipping Policy limits or excludes any consumer rights provided under applicable law.
11. Contact Us
If you have any questions about this Shipping Policy or the status of an order, you may contact our Customer Support team at contact@anjelie.com.
Our team will be happy to provide the necessary assistance and respond to your request as promptly as reasonably possible.