Last update: January 16, 2024
WHAT IS ESTIMATED DELIVERY TIME?
Our delivery time can vary slightly depending on your location. We aim to dispatch all in-stock items after the order has been placed within 2-3 business days as we need to process, pick, pack, and prepare your order for shipping.
ETA (business days):
- In Estonia: 2-3 days
- In the EU and UK: 7-10 days
- Outside the EU: 7-21 days
For custom orders of soft furniture such as sofas, armchairs, etc, with personalized textiles, the delivery may take 2-4 months after the order has been confirmed as the furniture is handcrafted from scratch.
Please be aware that:
- In some cases, it can be faster or longer depending on shipment events.
- Your order can be held at Customs for several days sometimes if your delivery country is not in the EU. How many days a package will be held at customs depends on your country's Customs only, we cannot influence that at all. Additional Customs charges may be applied and have to be paid by the customer before or at the moment of delivery. The Customs of your country decide how much an item should be charged for customs fees, we can't influence that either.
- Business days are considered Monday to Friday and we do not work or process orders during the weekend. If you made an order on Friday, it will be dispatched on Monday next week.
DO YOU OFFER FREE SHIPPING?
We do. However, it is currently available only for orders within Estonia.
For all other countries, the shipping costs will be included and calculated based on the items' weight and location.
HOW CAN I CONFIRM MY ORDER?
After placing an order, you will receive an email from us containing all the details of your purchase. Once you receive the following confirmation email, your order has been processed successfully:
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Please note that these emails can go to your spam/promotional folders, so please check both of these.
CAN I CANCEL OR CHANGE MY ORDER AFTER IT HAS BEEN PLACED?
As soon as you have confirmed an order, we are unable to change the contents of the order in any way. Furthermore, promotional discounts/codes can not be added or claimed after the order has been confirmed. That being said, if you contact our support at info@ligneroset-estonia.ee, we may be able to cancel your order if it is not too late.
Please be aware that Customer Support works Monday-Friday 09:00-18:00, EET (or GMT+2) time. If you send your request on Friday after 17:00 or during the weekend, it's possible that we won't be able to cancel your order.
WHY HASN’T MY ORDER BEEN SHIPPED?
- Here are a few possible reasons why your order hasn't shipped:
- The product(s) you ordered is out of stock.
- You provided an address in non-Latin characters, and we are waiting for an update from your side
- Your order is stated fraudulent, and we are waiting for an update from your side
- During sale and promotional periods, the delivery may take a little longer than usual
If your order is classified as fraudulent, Customer Support might ask you to send us your personal ID, so we can verify your purchase and protect you and ourselves from illegal use of your payment method.
WHY IS MY ORDER LATE?
We always aim to deliver your order within our standard delivery times, but sometimes unforeseeable factors can cause delays in your delivery.
Here are some reasons why your delivery might be late:
- Your order was shipped during our sales and promotions season/holiday season
- You ordered more than one product. In some circumstances, your order may arrive in different packages and on different dates.
- Customs delay
- There were unpredictable circumstances beyond our control.
CAN I REDIRECT MY ORDER TO A DIFFERENT ADDRESS AFTER IT HAS BEEN SHIPPED?
Unfortunately, once your order from ligneroset-estonia.ee has been dispatched from our store, it must go to the address provided at the time you placed your order. This is the shipping address on your order confirmation, and it cannot be amended. If you cannot receive or pick up your order after three attempts by the courier, it will come back to our store, and we will contact you accordingly via the provided e-mail address.
The customer is responsible for providing Ligne Roset Estonia with a correct and complete delivery address. If you made a mistake in the delivery address, please send us an urgent email to info@ligneroset-estonia.ee with the correct address, and we will do our best to amend it.
However, if for some reason we can't amend it and the order is dispatched already, we won't be responsible for that.
WHAT IF MY ORDER IS LOST OR UNDELIVERED?
Please be aware that you, the customer, are responsible for providing us, Ligne Roset Estonia, the sender, with a correct and complete address. If a package is lost due to an incorrect address, we won't be responsible for that loss.
Any undelivered parcel will be eventually returned to us. To be eligible for a resend at least 2 weeks (or 14 days) need to pass from the moment of shipping.
To receive a full refund, 3 weeks (or 21 days) need to pass from the moment of shipping if the package is lost or undelivered within the EU, and 4 weeks (or 28 days) for countries outside the EU.
If you want to claim your package (shop order, giveaway, etc.) as lost, please do so within 3 weeks (or 21 days) since the shipping date. If you don’t contact Ligne Roset Estonia in this time frame, your request will be disregarded.
WHERE DO WE SHIP FROM?
We ship mainly from our store in Tallinn, Estonia.
All custom orders of soft furniture with personalized textiles are shipped from Ligne Roset's factory in Briord, France.
Orders are processed and shipped Monday-Friday (excluding holidays).
CONTACT
If you need any help with your order, please reach out to us at info@ligneroset-estonia.ee, and we will gladly help you out and reply as fast as possible.
Our Customer Support works Monday to Friday 09:00-18:00, EET (or GMT+2) time.