Shipping policy
# SHIPPING POLICY
Effective Date: January 13, 2025
At Saint Louie, many of our leather goods are individually made to order. Our shipping timeframes therefore consist of two separate stages: production and shipping.
Please read this Shipping Policy carefully before placing an order.
BY PLACING AN ORDER THROUGH THE SAINT LOUIE WEBSITE, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREED TO THIS SHIPPING POLICY, INCLUDING THE PRODUCTION AND DELIVERY TERMS DESCRIBED BELOW.
## 1. MADE-TO-ORDER PRODUCTION TIME
All Saint Louie made-to-order leather goods are produced specifically in connection with the customer's order.
Made-to-order products typically require approximately 14–20 days to complete before shipment.
This is a production timeframe and does not include shipping or courier transit time.
For example, selecting an expedited shipping service does not expedite the manufacturing or production of a made-to-order product. Expedited shipping applies only after the product has been completed and dispatched.
Production times are estimates unless Saint Louie expressly guarantees a particular completion or delivery date in writing.
## 2. SHIPPING
Once your order has been completed and is ready for dispatch, it will be shipped using the shipping/courier service selected at checkout.
Shipping times shown at checkout generally refer to estimated courier transit time after dispatch and should not be interpreted as the total amount of time between placing and receiving a made-to-order order.
Accordingly:
Estimated Total Fulfillment Time = Production Time + Courier Transit Time
Customers purchasing made-to-order products should allow for both periods when placing an order.
## 3. READY-TO-WEAR ORDERS
Ready-to-wear products that do not require custom production will generally be prepared for shipment after payment and order verification.
Any estimated dispatch or delivery timeframe displayed at checkout is an estimate unless expressly stated otherwise.
If an order contains both ready-to-wear and made-to-order merchandise, Saint Louie may ship the products together once the made-to-order merchandise is complete or separately at its discretion.
## 4. DELIVERY ESTIMATES
Delivery dates and courier transit times are estimates unless Saint Louie expressly provides a written guaranteed delivery date.
Saint Louie cannot guarantee delivery by a particular date based solely upon an estimated timeframe displayed by a third-party courier.
Customers purchasing products for birthdays, holidays, travel, events, weddings, gifts, or other time-sensitive occasions should order sufficiently in advance.
A customer's personal deadline does not alter the applicable made-to-order production period unless Saint Louie has expressly agreed in writing to guarantee delivery by that date.
## 5. SHIPPING ADDRESS
Customers are responsible for providing a complete, accurate, and deliverable shipping address at checkout.
Please carefully verify your:
- Full name;
- Street address;
- Apartment, suite, or unit number;
- City, state/province, and postal code;
- Country;
- Telephone number; and
- Any other information required for delivery.
Saint Louie is not responsible for delivery problems resulting from inaccurate, incomplete, or outdated information supplied by the customer.
If you notice an address error after ordering, contact Saint Louie immediately. We cannot guarantee that an address can be changed after an order has entered processing or been transferred to the courier.
## 6. TRACKING
Where tracking is available, tracking information will be provided after the order has been dispatched.
Please allow reasonable time for the courier's tracking system to register and update the shipment.
The creation of a shipping label does not necessarily mean that the package has already entered the courier's transportation network.
## 7. DELIVERY
A shipment will generally be considered delivered when the applicable courier's tracking information or other delivery records indicate successful delivery to the shipping address provided with the order, subject to applicable law.
Customers are responsible for ensuring that they provide a location where packages can be safely received.
Where available, customers may choose to use signature confirmation or other enhanced delivery services.
## 8. LOST, DELAYED OR MISSING SHIPMENTS
If tracking indicates that your shipment is materially delayed or appears to be lost, please contact Saint Louie promptly.
We will assist, where appropriate, in investigating the shipment with the applicable courier.
Courier investigations may require time to complete. Saint Louie may require the completion of a courier investigation before determining the appropriate resolution.
A courier delay does not automatically create a right to cancel or refund a made-to-order purchase, except where required by applicable law.
## 9. PACKAGES MARKED AS DELIVERED
If tracking indicates that your package has been delivered but you cannot locate it, please first check:
- The delivery location and surrounding area;
- With members of your household;
- With building staff, reception, concierge, or mailroom personnel;
- Any safe location identified by the courier; and
- Directly with the applicable courier.
Please then contact Saint Louie promptly if the package remains missing.
Saint Louie will reasonably assist with any available courier investigation. A courier's delivery confirmation and other available shipping evidence may be considered when assessing a claim.
## 10. REFUSED & UNCLAIMED PACKAGES
Refusing delivery, failing to collect a package, or allowing a shipment to be returned to sender does not automatically constitute cancellation of the order or create a right to a refund.
This is particularly important for made-to-order merchandise, which has been produced specifically in connection with the customer's purchase.
Where permitted by applicable law, the customer may be responsible for additional shipping, storage, return-to-sender, customs, or redelivery charges arising from a refused or unclaimed shipment.
## 11. INTERNATIONAL SHIPPING, CUSTOMS & DUTIES
International shipments may be subject to customs inspections, import duties, taxes, brokerage fees, handling fees, or other charges imposed by governmental authorities or third parties in the destination country.
Unless expressly stated otherwise at checkout, these charges are not included in the product or shipping price and are the customer's responsibility.
Saint Louie does not control customs authorities and cannot guarantee how long customs clearance will take.
Customs processing delays do not automatically create a right to cancel or refund a made-to-order purchase, subject to applicable law.
If a customer refuses an international shipment because of customs duties, taxes, or other import charges, the refusal does not automatically create a right to a refund.
## 12. SHIPPING DAMAGE
Customers should inspect their order promptly after delivery.
If an item arrives visibly damaged during transportation, please contact Saint Louie within 7 days of delivery and provide:
- Your order number;
- Clear photographs of the product;
- Photographs of the internal and external packaging;
- Photographs of the shipping box and shipping label; and
- A description of the damage.
Please retain all original packaging until the claim has been resolved, as the courier may require it as part of its investigation.
Confirmed shipping damage will be handled in accordance with the Saint Louie Refund, Exchange & Made-to-Order Policy and applicable law.
## 13. DELIVERY DELAYS OUTSIDE OUR CONTROL
Saint Louie is not responsible for delays caused by circumstances outside our reasonable control, including, where applicable:
- Courier or transportation disruptions;
- Customs processing;
- Severe weather or natural disasters;
- Strikes or labor disruptions;
- Governmental restrictions;
- Security inspections;
- International transportation delays;
- Incorrect customer-provided addresses; or
- Other events beyond our reasonable control.
Where such circumstances occur, Saint Louie will make reasonable efforts to assist with available shipping information.
## 14. CHARGEBACKS & SHIPPING CLAIMS
Customers who believe that an order has not been received should contact Saint Louie so that the shipment can be investigated.
Where a payment dispute or chargeback relating to delivery is initiated, Saint Louie reserves the right to provide relevant evidence to the payment processor, bank, card issuer, card network, or other dispute-resolution provider, including, as applicable:
- Order records;
- The shipping address supplied at checkout;
- Shipping and fulfillment records;
- Courier tracking;
- Proof of dispatch;
- Delivery confirmation;
- Signature confirmation, where applicable;
- Customer communications; and
- The policies acknowledged in connection with the transaction.
Nothing in this section prevents a customer from exercising legitimate rights under applicable law or applicable payment-network rules.
## 15. MADE-TO-ORDER PURCHASE ACKNOWLEDGMENT
By purchasing a Saint Louie made-to-order product, you specifically acknowledge that:
1. Your product is made to order;
2. Production typically requires approximately 14–20 days before shipment;
3. Courier transit time begins after production and dispatch;
4. Shipping estimates do not shorten the production period;
5. Delivery dates are estimates unless expressly guaranteed in writing; and
6. Made-to-order purchases are subject to the cancellation, return, exchange, and refund restrictions contained in the Saint Louie Refund, Exchange & Made-to-Order Policy.
## 16. CONTACT
If you have questions concerning shipping or the status of an order, please contact Saint Louie using the contact information provided on our website.
Please include your order number in all order-related correspondence.
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BY COMPLETING A PURCHASE THROUGH THE SAINT LOUIE WEBSITE, YOU ACKNOWLEDGE THAT YOU HAVE HAD THE OPPORTUNITY TO REVIEW AND AGREE TO THIS SHIPPING POLICY AND THE OTHER POLICIES APPLICABLE TO YOUR PURCHASE, TO THE EXTENT PERMITTED BY APPLICABLE LAW.
SAINT LOUIE
Made to order. Made with intention.
