Once your order is placed, you'll receive a confirmation email with your order details. Orders are processed and shipped within 1 business day (excluding weekends and holidays). During promotional periods, processing may take up to 2–3 business days. When your order ships, we'll send you a shipping confirmation email with tracking information so you can follow your delivery. Please ensure your shipping details are correct at checkout, as we cannot make changes once your order has been processed.
Business days are Monday through Friday, excluding public holidays.
Shipping
– Delivery time: 3–6 business days
– Cost: €4.95 flat rate
– Coverage: Worldwide
– All orders include tracking
– Free shipping on orders of €50 or more (automatically applied at checkout)
Delivery times are estimates and begin from the date of shipment, not the date of purchase. Restelle is not responsible for delays caused by carriers, customs processing, or circumstances beyond our control.
Delayed or Late Delivery
If your order has not arrived within the estimated delivery time, please contact us at info@myrestelle.com with your order number. Do not contact your bank contact us first and we'll find a solution right away. Depending on the situation, we will:
– Investigate the status of your shipment with the carrier
– Reship your order at no additional cost
– Issue a full refund if the package is confirmed lost
We take delivery issues seriously and will always work with you to make it right.
Restelle is not liable for delays, losses, or damages caused by the shipping carrier after the package has been handed over for delivery. Once tracking confirms the package has been shipped, delivery responsibility transfers to the carrier.
International Shipping
We ship globally to most countries. International shipments may experience delays due to customs clearance and may be subject to import duties or taxes depending on your country's regulations. These fees are determined by your local customs authority, are the responsibility of the recipient, and are not refundable by Restelle.
Recognising Your Charge
Charges from Restelle will appear on your bank or credit card statement as "SP RESTELLE". If you don't recognise a charge, please check your order confirmation email or contact us at info@myrestelle.com before reaching out to your bank.
Order Modifications & Cancellations
Changes: Orders can be modified (quantity, address, or product) within 12 hours of placing them. After 12 hours, your order may already be in process.
Cancellations: Orders can be cancelled within 12 hours of placement. After this window, cancellation may not be possible.
For any changes, please contact us immediately at info@myrestelle.com.
Missing or Damaged Items
If your package arrives damaged or with missing items, please contact us within 7 days of delivery with:
– Your order number
– Photos of damaged packaging (if applicable)
– Photo of the packing slip (for missing items)
– Description of the issue
Note: If packaging arrives damaged but the product is unharmed and fully functional, we may not be able to offer a replacement. We'll always work with you to find the best solution.
Delivered but Not Received
If tracking shows your package as "Delivered" but you haven't received it, please:
– Check with neighbours, building management, or household members
– Contact us at info@myrestelle.com so we can help investigate
– If needed, we'll help you file a claim with the carrier
Claims must be submitted within 7 days of the delivery date.
Contact Us
Have a question about your order or delivery? We're here to help and typically respond within 24 hours.
Email: info@myrestelle.com Website: myrestelle.com Track your order: via the link in your shipping confirmation email
Please always reach out to us first if you have any concerns about your order, delivery, or a charge on your statement. We can almost always resolve the issue faster than your bank can.
Legal Terms
This shipping policy is governed by the laws of the Netherlands. We reserve the right to update this policy at any time, with changes effective immediately upon posting on our website.
