Shipping policy
Shipping Policy
Effective date: September 1, 2025
Store: Floatelier Store
Support: floatelierstore@outlook.com
This Shipping Policy explains how Floatelier processes and delivers orders for magnetic-levitation décor, lighting, accessories, and related products. Please read it before placing an order.
Before publishing: Confirm and replace the bracketed warehouse origin, delivery estimates, and countries/regions with your actual fulfilment information. Do not publish estimated delivery times that your supplier or carrier cannot meet.
1. Where we ship
Floatelier ships to Europe/USA/Global. Shipping availability, rates, and delivery options are shown at checkout after you enter a valid shipping address.
If your country or region is not available at checkout, we may not currently ship there. Please contact us at floatelierstore@outlook.com before placing an order; we cannot guarantee that we will be able to arrange delivery outside the destinations shown at checkout.
Orders are fulfilled from an EU-based warehouse. Items within the same order may occasionally ship separately when they are stored in different locations or require different packing arrangements. If this happens, you will receive separate tracking information when available.
2. Order processing
Most orders are processed within [insert processing time, for example 1–3 business days] after payment is authorised.
Processing time is separate from carrier transit time. Orders placed after the daily cut-off time, on weekends, or on public holidays are processed on the next business day. During new-product launches, promotions, holidays, or unusually high order volume, processing may take longer.
We will send an order-confirmation email after your purchase. Once an order has been dispatched, we will send a shipping-confirmation email with tracking information where the carrier provides it.
3. Estimated delivery times
Estimated transit times are provided at checkout or in your dispatch confirmation. After dispatch, typical transit times are [insert realistic delivery range by region].
Delivery dates are estimates, not guarantees. Actual delivery time may vary due to destination, carrier capacity, weather, customs clearance, local delivery conditions, public holidays, and other factors outside our reasonable control.
If tracking shows that a parcel is delayed, please first contact the carrier using the tracking information. You may also email us at floatelierstore@outlook.com, and we will reasonably assist with a carrier enquiry where appropriate.
4. Shipping costs
Applicable shipping costs and available delivery methods are displayed at checkout before you complete your purchase. Shipping charges may depend on the delivery address, order weight, parcel dimensions, service level, and any promotional offer currently available.
Unless explicitly stated at checkout, shipping charges do not include optional services, such as expedited delivery, remote-area surcharges, customs brokerage, import duties, taxes, or carrier collection fees.
5. Customs, duties, and taxes
For cross-border shipments, your order may be subject to import duties, VAT/GST, customs fees, brokerage charges, or other local taxes and fees imposed by the destination country.
Unless we expressly state at checkout that duties and taxes are included, these charges are the recipient’s responsibility. They are set by the relevant authorities or carrier and are outside Floatelier’s control. Please check your local import rules before placing an order.
If a customer refuses to pay applicable import charges, refuses delivery, or does not collect a parcel, the shipment may be returned or abandoned by the carrier. Any refund will be handled in accordance with our Return, Refund & Limited Warranty Policy and may be reduced by non-refundable shipping, return-to-sender, customs, carrier, or handling costs to the extent permitted by law.
6. Address accuracy and delivery attempts
Please ensure that your shipping address, postal/ZIP code, phone number, and email address are complete and accurate before placing your order. Floatelier is not responsible for delays, losses, or additional costs caused by an incorrect, incomplete, or undeliverable address provided by the customer.
If a carrier cannot deliver a parcel, it may leave a delivery notice, attempt redelivery, hold the parcel for collection, or return it to sender. The customer is responsible for responding to carrier communications and collecting the parcel within the carrier’s stated timeframe.
7. Order changes and cancellations
We begin processing orders promptly. If you need to correct an address, change an item, or request cancellation, email floatelierstore@outlook.com immediately with your order number and requested change.
We will make reasonable efforts to help, but we cannot guarantee changes or cancellations once an order has been processed, packed, or dispatched. After dispatch, a request may need to be handled as a return under our Return, Refund & Limited Warranty Policy.
8. Lost, damaged, or incorrect deliveries
Please inspect the parcel and its contents as soon as possible after delivery.
If your order arrives damaged, incomplete, or incorrect, contact us at floatelierstore@outlook.com promptly. Include your order number and clear photos or video of the item, outer packaging, shipping label, and any visible damage. Please keep the item and all packaging until we advise you otherwise, as the carrier or insurer may require evidence.
If tracking shows that a parcel has been delivered but you cannot locate it, check with household members, neighbours, building management, and the carrier first. Report the issue to us promptly so we can review the available information and, where appropriate, assist with a carrier investigation. This does not limit rights that cannot be excluded under applicable law.
9. Magnetic-levitation product handling
Floatelier magnetic-levitation products contain precision magnetic and electronic components. Please follow the product instructions when unpacking, positioning, and operating the product.
If an item does not levitate, light, or operate as expected, contact us before attempting to disassemble, repair, modify, or recalibrate it. Send a short video of the issue if possible. We may be able to provide troubleshooting steps or support instructions before a return is necessary.
10. Contact us
For delivery questions, order changes, or shipping support, contact:
Floatelier Store
Email: floatelierstore@outlook.com
For return, refund, exchange, repair, or warranty terms, please refer to our Return, Refund & Limited Warranty Policy.