Shipping & Delivery Policy

Last updated: August 2026

At CUTELLE, we aim to make your shopping and delivery experience as clear and straightforward as possible.

This Shipping & Delivery Policy explains how orders are processed, shipped, tracked and delivered.

Please review the shipping information displayed during checkout before completing your purchase, as available shipping methods, costs and estimated delivery times may vary depending on your destination.

1. Order Processing

Orders are generally processed within 1–3 business days after successful payment confirmation.

Processing time refers to the period required to prepare an order for shipment and is separate from the estimated delivery time.

Orders placed on weekends or public holidays may begin processing on the next applicable business day.

During periods of high demand, promotional events or holidays, processing may occasionally take longer.

If a significant issue affects the processing of your order, we will make reasonable efforts to provide you with an appropriate update.

2. Shipping Destinations

CUTELLE ships to destinations currently available through our online checkout.

Shipping availability may vary depending on:

Delivery destination;
Product availability;
Fulfilment location;
Shipping carrier availability;
Applicable shipping or import restrictions.

If a destination is available for selection during checkout and an applicable shipping option is provided, an order may generally be placed for that destination, subject to our Terms & Conditions.

We reserve the right to restrict shipping to certain destinations where reasonably necessary or required by applicable law.

3. Shipping Methods & Delivery Estimates

Available shipping methods, costs and estimated delivery times are displayed during checkout before you complete your purchase.

United Kingdom

For orders delivered within the United Kingdom, our current estimated delivery times after dispatch are:

EXPRESS Shipping: 3–7 business days
FREE Shipping: 7–12 business days

Our 1–3 business day processing time is separate from these delivery estimates.

This means the estimated total timeframe from successful payment confirmation to delivery may generally be approximately:

EXPRESS Shipping: 4–10 business days
FREE Shipping: 8–15 business days

These timeframes are estimates and are not guaranteed arrival dates.

Actual delivery times may occasionally vary due to factors such as:

Carrier operations or delays;
Customs processing;
Public holidays;
Weather conditions;
Local postal services;
Periods of unusually high shipping demand;
Other circumstances outside our reasonable control.

Shipping methods and delivery estimates for destinations outside the United Kingdom will be displayed during checkout where available.

Nothing in this section affects any mandatory delivery rights available under applicable consumer law.

4. Third-Party Fulfilment

CUTELLE works with third-party suppliers, fulfilment providers and shipping partners to process and deliver certain orders.

As a result, products may be dispatched directly by a third-party fulfilment provider and may originate from a location or country different from the customer's delivery destination.

The location from which a product is dispatched may vary according to product availability, supplier inventory and fulfilment arrangements.

CUTELLE remains your point of contact regarding purchases made through our store.

If you experience an issue with an order, please contact our Customer Support team rather than contacting a fulfilment provider directly.

5. Separate Shipments

Products within the same order may occasionally be fulfilled from different locations.

As a result, a single order may arrive in more than one parcel and on different delivery dates.

Receiving one parcel does not necessarily mean that the remaining products in your order are missing.

Where tracking is available, separate tracking information may be provided for individual shipments.

You will not be charged additional shipping fees solely because CUTELLE chooses to divide an order into multiple shipments, unless otherwise clearly agreed with you.

6. Order Tracking

Where tracking is available for your shipping method, tracking information will be provided after your order has been dispatched.

Please allow up to 48 hours for tracking information to become active after dispatch while the carrier updates its system.

Depending on the shipment, tracking may initially show limited information until the parcel reaches the next stage of the delivery network.

If your tracking information has not meaningfully updated for an extended period, please contact our Customer Support team so that we can review the available shipment information.

7. Shipping Costs

Shipping costs, where applicable, are calculated and displayed during checkout before you complete your purchase.

For eligible United Kingdom orders, the shipping options currently available may include EXPRESS Shipping and FREE Shipping, as displayed during checkout.

Shipping costs and available methods may vary depending on:

Delivery destination;
Shipping method;
Order characteristics;
Promotional shipping offers;
Other applicable fulfilment conditions.

Where CUTELLE offers free shipping, any applicable eligibility requirements will be displayed through our store or checkout.

Promotional shipping offers may be subject to separate conditions.

8. Customs, Import Duties & Taxes

International orders may be subject to customs procedures, import duties, VAT, taxes or other charges depending on the destination and applicable law.

Where applicable charges are collected through checkout, they will be displayed as part of the purchase process where available.

In other circumstances, additional charges may be imposed by the destination country's customs, tax or delivery authorities.

CUTELLE does not control charges independently imposed by government, customs or tax authorities.

Customers are encouraged to review the information presented during checkout before completing an international order.

Nothing in this section requires a customer to pay a charge that applicable law requires CUTELLE to include, disclose or collect differently.

9. Customs Processing

International shipments may be subject to customs clearance procedures.

Customs processing times vary by destination and may occasionally affect estimated delivery times.

Where reasonably necessary, customers may be required to provide information requested by the applicable carrier or customs authority for lawful customs clearance.

CUTELLE cannot control the processing times of independent customs authorities.

However, nothing in this policy limits any mandatory consumer rights relating to delivery.

10. Delivery Delays

Although we make reasonable efforts to provide accurate delivery estimates, delays can occasionally occur.

Possible causes include:

Customs processing;
Carrier disruptions;
Local postal delays;
Severe weather;
Public holidays;
Transportation disruptions;
Unexpected fulfilment delays;
Other circumstances outside our reasonable control.

If we become aware of a significant issue affecting your order, we will make reasonable efforts to communicate relevant information to you.

If your order has not arrived within the expected timeframe, please review the available tracking information first.

If the issue continues, please contact our Customer Support team. We will review the available shipment information and assist with the appropriate next steps.

Where a delay gives rise to cancellation, refund or other rights under applicable consumer law, those statutory rights will apply.

11. Delivery Address

Customers are responsible for providing complete and accurate shipping information during checkout.

Please carefully review your:

Recipient name;
Street address;
House, building or apartment number;
City;
Postal code;
Country;
Other information required for successful delivery.

If you notice an error after placing your order, please contact our Customer Support team as soon as possible.

We will make reasonable efforts to update the delivery information if fulfilment has not yet begun.

However, address changes cannot be guaranteed once an order has entered processing or has been dispatched.

12. Incorrect or Incomplete Addresses

If an order cannot be delivered because the customer provided an incorrect or incomplete shipping address, the parcel may be returned, held or otherwise handled by the applicable carrier.

If reshipment is requested, reasonable additional shipping costs may apply where permitted by applicable law.

If the parcel is returned instead, any applicable refund will be handled in accordance with our Return & Refund Policy and applicable consumer law.

13. Failed Delivery Attempts

Depending on the carrier and destination, one or more delivery attempts may be made.

If delivery cannot be completed, the carrier may:

Attempt delivery again;
Leave delivery instructions;
Hold the parcel at a collection location;
Return the parcel to the sender or fulfilment facility.

Customers should follow any instructions provided through the applicable tracking information or by the delivery carrier.

If a parcel is ultimately returned, please contact our Customer Support team so that we can review the available options.

14. Refused & Returned-to-Sender Parcels

If a customer refuses a parcel or it is returned to sender for reasons not caused by CUTELLE, we will review the circumstances once the return has been confirmed.

Where permitted by applicable law, reasonable costs resulting from the refusal or return may be taken into account when determining any applicable refund.

Any applicable refund will be handled in accordance with our Return & Refund Policy and applicable consumer rights.

15. Lost Packages

If tracking indicates that a parcel may have been lost in transit, please contact our Customer Support team.

We will review the available tracking information and, where appropriate, communicate with the relevant fulfilment or shipping provider to investigate the shipment.

If the parcel is confirmed as lost, we will provide an appropriate remedy in accordance with the circumstances and applicable consumer law.

Customers are not expected to resolve carrier or fulfilment disputes independently where CUTELLE is responsible for providing the applicable remedy.

16. Packages Marked as Delivered

If tracking shows that your parcel has been delivered but you cannot locate it, we recommend first:

Checking the delivery location;
Checking with other members of your household;
Checking any safe location where the carrier may have left the parcel;
Reviewing the tracking information for additional delivery details.

If the parcel still cannot be located, please contact our Customer Support team so that we can review the available delivery information and determine the appropriate next steps.

A carrier's delivery status may be considered as evidence of delivery but will be assessed together with the circumstances of the shipment and any applicable consumer rights.

17. Damaged Packages or Products

If your parcel or product arrives damaged, please contact our Customer Support team as soon as reasonably possible.

We may request:

Your order number;
Clear photographs of the damaged product;
Photographs of the outer and inner packaging where relevant;
A brief description of the issue.

Please retain the product and packaging while your request is being reviewed where reasonably possible.

Damaged, defective or incorrect products will be handled in accordance with our Return & Refund Policy and applicable consumer law.

18. UK & European Consumer Delivery Rights

Nothing in this Shipping & Delivery Policy limits or excludes mandatory consumer rights available under applicable law.

For customers in the United Kingdom, goods purchased through distance selling must generally be delivered within the timeframe agreed with the customer or, where no different timeframe has been agreed, within the period required by applicable UK consumer law.

Consumers within the European Union or European Economic Area may also have mandatory rights regarding delivery, non-delivery, damaged products and conformity of goods under applicable consumer protection legislation.

Where applicable consumer law provides stronger rights than this policy, those statutory rights will apply.

19. Returns & Refunds

Shipping-related returns, refused parcels, damaged products, defective products, incorrect items and applicable refunds are subject to our Return & Refund Policy.

Please review that policy for information regarding:

Return eligibility;
Our voluntary 30-day return policy;
Return shipping costs;
Damaged or defective products;
UK cancellation rights;
European withdrawal rights;
Refund processing.

Nothing in this Shipping & Delivery Policy replaces or restricts applicable statutory consumer rights.

20. Changes to This Policy

We may update this Shipping & Delivery Policy from time to time to reflect changes to our shipping methods, fulfilment arrangements, delivery destinations, Services or applicable legal requirements.

The latest version will be available on this page together with the date of the most recent update.

Changes will not retrospectively remove rights that have already arisen in relation to an existing order.