Shipping policy

Last updated: 29 August 2026

At CUTELLE, we aim to provide a reliable and transparent shipping experience. This Shipping Policy explains how orders are processed, shipped, tracked and delivered.

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

1. Order Processing

Orders are typically processed within 1–3 business days after payment has been successfully confirmed.

Orders are generally processed Monday through Friday, excluding public holidays.

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

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

If a significant delay affects 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;
Carrier availability;
Applicable shipping or import restrictions.

Available shipping options for your destination will be displayed during checkout where applicable.

3. Estimated Shipping Times

Estimated delivery times vary depending on the destination, fulfilment location and shipping method selected at checkout.

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

Please note that our 1–3 business day order processing time is separate from the delivery estimates above.

Delivery timeframes are estimates and not guaranteed arrival dates. Actual delivery times may occasionally be affected by customs processing, carrier delays, public holidays, weather conditions, local postal services or other circumstances outside our reasonable control.

The shipping method and estimated delivery timeframe applicable to your order will also be displayed during checkout.

Nothing in this section limits 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, some products may be dispatched directly by a third-party fulfilment provider and may originate from a location or country different from your delivery destination.

The shipping origin may vary depending on product availability, supplier inventory and fulfilment arrangements.

CUTELLE remains your point of contact for orders placed through our store.

If you experience an issue with your shipment, 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, your order may arrive in more than one parcel and individual parcels may arrive on different dates.

Receiving one parcel does not necessarily mean that another product from your order is missing.

Where 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. Shipping Costs

Shipping costs, where applicable, are calculated and displayed during checkout before payment is completed.

Shipping costs may vary depending on your destination, shipping method and applicable fulfilment conditions.

From time to time, CUTELLE may offer free shipping promotions or minimum-order-value shipping offers.

Any applicable eligibility requirements or promotional conditions will be displayed through our website or checkout.

7. Order Tracking

Where tracking is available, you will receive shipping or tracking information after your order has been dispatched.

Please allow up to 48 hours for tracking information to become active after dispatch, as the carrier may require time to register and update the shipment in its system.

Tracking availability and the level of tracking detail may vary depending on the carrier and shipping method.

If your tracking information has not meaningfully updated for an extended period, please contact our Customer Support team.

8. Customs, Duties & Import Charges

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 during 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 should review the total price and applicable information presented during checkout before completing their purchase.

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

9. Customs Processing

International shipments may be subject to customs clearance.

Customs processing times vary depending on the destination and may occasionally affect estimated delivery times.

Where reasonably necessary, the applicable carrier or customs authority may request additional information for lawful customs clearance.

CUTELLE cannot control the processing times of independent customs authorities.

Nothing in this section limits mandatory consumer rights regarding delivery.

10. Incorrect or Incomplete Shipping Information

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 information if fulfilment has not yet begun. However, changes cannot be guaranteed once an order has entered processing or has been dispatched.

If a parcel cannot be delivered because incorrect or incomplete information was provided by the customer, reasonable additional shipping costs may apply if reshipment is requested, subject to applicable law.

11. Delayed Shipments

Delivery estimates are provided in good faith, but delays can occasionally occur.

If your order appears to be significantly delayed, please review the available tracking information first.

If tracking has not meaningfully updated or the parcel has not arrived within the expected timeframe, please contact our Customer Support team.

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

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

12. Lost Shipments

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

We will review the available shipment information and, where appropriate, investigate the shipment with the relevant carrier or fulfilment provider.

If a parcel is confirmed as lost, we will provide an appropriate solution 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.

13. Damaged Shipments

Please inspect your order after delivery.

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

To help us assess the issue, 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 relevant 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.

14. Delivery Confirmation

Carrier tracking information may be used as evidence that a delivery has been completed, but a carrier's delivery status does not automatically remove any rights available to you under applicable consumer law.

If tracking indicates 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 you still cannot locate the parcel, please contact our Customer Support team as soon as reasonably possible.

We will review the available delivery information and determine the appropriate next steps based on the circumstances.

15. Failed Delivery & Returned Parcels

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, provide collection instructions, hold the parcel at a collection location or return it to the sender or fulfilment facility.

If a parcel is returned because of an incorrect or incomplete address, refusal of delivery, failure to collect the parcel or another circumstance attributable to the customer, reasonable additional shipping or return costs may apply where permitted by applicable law.

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

16. UK & European Consumer Delivery Rights

Nothing in this Shipping 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 Shipping Policy, those statutory rights will apply.

17. Returns & Refunds

Returns, refunds, damaged or defective products, refused parcels and other eligible order issues are governed by our Return & Refund Policy.

Nothing in this Shipping Policy replaces or restricts applicable statutory cancellation, refund or consumer rights.

18. Changes to This Policy

We may update this Shipping Policy from time to time to reflect changes to our shipping methods, fulfilment arrangements, 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 statutory or contractual rights that have already arisen from an existing order.