Très Elite Home & Living
A practical guide to order processing, tracking, customs, delivery responsibilities, shipment issues, and the support channels available throughout your order journey.
Processing and delivery estimates are provided for planning purposes and are not guaranteed delivery appointments. Actual timing depends on product availability, preparation requirements, destination, carrier capacity, customs review, weather, regional restrictions, and other conditions outside our direct control.
Stocked items are generally prepared promptly. The delivery estimate shown at checkout or in your order details is the most relevant estimate for your shipment. Standard shipping is intended to be economical and is not an express service.
Customized, personalized, handmade, made-to-order, pre-order, backordered, rare-find, imported, oversized, bulky, bulk, and wholesale items may require additional sourcing, production, preparation, or freight coordination.
Products from the same order may be fulfilled from different locations or through different carriers. This can result in separate tracking numbers, different dispatch dates, and deliveries arriving on different days.
A partial delivery does not automatically mean that an item is missing. Review all tracking numbers and shipment notices associated with the order before reporting an incomplete delivery.
Tracking information is generated when a carrier or processing facility scans a parcel. The frequency and detail of updates vary by carrier, route, destination, and shipping service.
Orders may enter processing shortly after they are placed. Requests to cancel an order, correct the delivery address, or change a product, variant, size, colour, or quantity must be submitted through our official contact form or website live chat within 60 minutes of placing the order.
Requests to upgrade the shipping method must be submitted within 90 minutes of placing the order. An upgrade remains subject to order status, carrier availability, approval, and payment of any additional shipping charge.
A timely request is not a guarantee that a change can be completed. The practical intervention window may be shorter when processing, sourcing, allocation, customization, production, or fulfillment has already begun. After the applicable deadline, changes may be unavailable even if the parcel has not yet shipped.
Customers are responsible for supplying a complete and accurate recipient name, street address, unit number, postal code, telephone number, email address, access instructions, and any other information reasonably required for delivery.
Costs arising from an incorrect or incomplete address, refused delivery, missed collection, unclaimed parcel, storage, redelivery, return transportation, re-importation, brokerage, or carrier disposal may be nonrecoverable and may be deducted from any amount otherwise eligible for refund.
Where an order is expressly identified as duties prepaid or Delivered Duty Paid, included import charges are handled in advance. Customs authorities may still require recipient identification or supporting documentation.
Freight, oversized, bulk, wholesale, or destination-specific shipments may be sent with duties and taxes unpaid. The recipient is then responsible for clearance, duties, taxes, brokerage, storage, handling, and other local charges.
The treatment of duties and taxes depends on the destination, product, carrier, and shipping arrangement. Checkout, invoice, product-page, quotation, or order-specific written information takes priority over this general guide.
Carrier networks may be affected by severe weather, customs backlogs, labour disruptions, regional conflict, transportation restrictions, port congestion, seasonal demand, remote delivery routes, or other events outside our control.
These conditions may extend processing, transit, customs, or final-mile delivery time. Current carrier estimates remain estimates and may change while a shipment is in transit.
For current network notices, review our Service Status Page.
Inspect the order promptly after delivery. Transit damage, a materially defective item, an incorrect item, or missing essential components must be reported through our official contact form or website live chat within 24 hours of the carrier’s documented delivery scan.
Keep the shipping carton, product packaging, labels, protective materials, and all included components. Clear photographs and, where available, an unboxing video may be required to assess the issue and support a carrier, supplier, or insurance claim.
Do not discard packaging or send an item back before receiving written instructions. Unauthorised returns may be refused or may delay assessment.
Open the Order & Shipping Issue GuideWhen tracking shows “delivered” but the parcel cannot be located, first check the delivery area, building entrance, parcel locker, concierge, household members, neighbours, safe-drop locations, and any carrier delivery photograph or notice.
Contact the carrier promptly and then notify us through the official support channel so the available shipment information can be reviewed. Investigation availability and timing depend on the carrier, service, destination, and date of delivery.
Refusing delivery, ignoring carrier or customs requests, failing to collect a parcel, or providing an undeliverable address may result in storage, redelivery, return shipping, re-importation, brokerage, destruction, or other nonrecoverable costs.
Where a refund is otherwise available, actual documented or reasonably allocated nonrecoverable costs may be deducted. If a parcel is destroyed, discarded, abandoned, or permanently retained by a carrier or customs authority, a refund may not be available.
Sending an item back without written authorization does not create an approved return. Eligibility, request deadlines, exclusions, return conditions, authorization requirements, shipping responsibilities, and applicable deductions are governed by our published Returns & Exchanges Framework.
Review the Returns & Exchanges FrameworkUse these pages for the rules, eligibility requirements, and procedures that apply to your order.
Contact us through the official support channel and include your order number, a clear description of the issue, and any relevant photographs or carrier information.
Contact Our Support TeamThis guide provides general shipping and logistics information. Product-specific, destination-specific, checkout, invoice, quotation, or written order terms may apply in addition to this guide.
