Shipping policy
SHIPPING POLICY
ORDER PROCESSING
Orders are generally processed within 1–3 business days from the date of purchase, excluding weekends and public holidays.
You will receive an order confirmation after completing your purchase and a separate shipping confirmation containing tracking information once your order has been dispatched.
If you do not receive an order confirmation within 24 hours, please check your spam or junk folder before contacting us.
We reserve the right to cancel an order before shipment where reasonably necessary, including suspected fraud, inventory errors, or payment problems. If a paid order is cancelled by us, the applicable amount will be refunded to the original payment method.
DELIVERY TIMEFRAMES
Standard delivery is estimated at 6–12 business days from the date of shipment for orders within the United States and Canada.
These timeframes are estimates and are not guaranteed arrival dates.
Delivery may be affected by circumstances outside our reasonable control, including carrier delays, severe weather, customs processing, peak-season volume, remote delivery locations, or incorrect addresses.
SHIPPING RATES
Standard shipping is free for all orders to the United States and Canada unless otherwise stated at checkout.
Any optional expedited shipping charges will be displayed before you complete your purchase.
TRACKING
Tracking information will be sent to the email address used during checkout once your order has shipped.
Please allow up to 48 hours after receiving your shipping confirmation for tracking to begin updating.
If tracking has not updated for 5 business days, contact infoglaceofficial@mail.com with your order number in the subject line.
DELIVERED BUT NOT RECEIVED
If tracking shows your package was delivered but you cannot locate it:
Allow 24–48 hours, as carriers occasionally scan packages shortly before final delivery
Check all delivery locations around the property including mailbox, front and side doors, parcel lockers, garage, and reception areas
Ask household members, neighbors, or building management whether they accepted the package
Contact the carrier directly using your tracking number
If the package remains missing after 48 hours, contact infoglaceofficial@mail.com with your order number and tracking information and we will assist where reasonably possible.
Carrier delivery confirmation is important evidence that an order was delivered. Nothing in this policy limits rights available under applicable consumer law.
INCORRECT SHIPPING ADDRESSES
You are responsible for reviewing your shipping information before completing an order.
Glacé is not responsible for delivery problems resulting from an incorrect or incomplete address supplied by the customer.
If you notice an address error, contact us immediately at infoglaceofficial@mail.com with your order number. We will attempt to correct it if fulfillment has not begun, but we cannot guarantee changes after an order enters processing. Once an order has shipped it generally cannot be redirected.
LOST OR STOLEN PACKAGES
If a package is lost in transit, contact us and the carrier so the shipment can be investigated.
For packages confirmed as delivered by the carrier but subsequently reported missing or stolen, we will review the available tracking and delivery information and assist where reasonably possible.
A refund or replacement is not automatically guaranteed solely because a package is reported missing after carrier-confirmed delivery, except where required by applicable law.
CUSTOMS, DUTIES & IMPORT TAXES
Where customs duties, import taxes, or similar charges apply, the customer is responsible for those charges unless checkout expressly states otherwise.
ORDER MODIFICATIONS & CANCELLATIONS
Orders may be modified or cancelled within 2 hours of purchase by contacting infoglaceofficial@mail.com with your order number in the subject line.
After two hours the order may have entered fulfillment and changes cannot be guaranteed. Once an order has shipped it cannot normally be cancelled or redirected.
DAMAGED IN TRANSIT
If your order arrives visibly damaged, take clear photographs immediately showing the outer packaging, shipping label, internal packaging, and the product itself.
Contact infoglaceofficial@mail.com within 7 days of delivery with your order number in the subject line and the photographs attached. Retain all packaging until your claim is resolved.
CONTACT
Email: infoglaceofficial@mail.com
Always include your order number in the subject line.
Typical response time is 24–48 business hours.