Shipping & Delivery Policy
Last Updated: July 02, 2025
At FORTUNAT LTD, we are committed to delivering your order efficiently, securely, and reliably to your chosen destination. This Shipping & Delivery Policy outlines our processing times, shipping destinations, costs, customs considerations, and procedures for addressing delivery issues. By placing an order on www.thepianissimo.com, you agree to the terms of this policy, which should be read in conjunction with our Terms & Conditions and Return & Refund Policy.
1. Fulfilment and Handling1.1 Fulfilment Partner
- All orders are packed and shipped from our logistics partner:
Quivo, 62 Boulevard Henri Navier, Lot 1-3, 95150 Taverny, France.
1.2 Processing Times
- Orders are typically processed and dispatched within 1–2 business days after payment confirmation.
- Business days exclude weekends (Saturday and Sunday) and public holidays in the UK and France.
- During peak periods (e.g., holidays, sales, or promotional events), processing times may extend. We will communicate any delays via email or on our Website.
1.3 Order Confirmation
- You will receive an order confirmation email upon placing your order. This does not guarantee dispatch; dispatch occurs only after payment verification and stock availability.
2. Shipping Destinations
We currently ship to the following regions:
- United Kingdom
- European Union (including but not limited to France, Germany, Spain, Italy, Netherlands, Belgium)
- Australia (limited availability, subject to carrier restrictions)
- United States (limited availability, subject to carrier restrictions)
- Additional destinations may be added in the future. If your country is not listed at checkout, please contact us at contact@thepianissimo.com to inquire about availability.
- We reserve the right to restrict shipping to certain regions due to logistical constraints, customs regulations, or other factors.
3. Estimated Delivery Times
Delivery times vary by destination and are estimates only, calculated from the date of dispatch:
| Destination | Estimated Delivery Time |
|---|---|
| United Kingdom | 3–6 business days |
| European Union | 3–7 business days |
| Australia | 7–15 business days |
| United States | 7–15 business days |
- Delivery times are not guaranteed and may be affected by factors such as customs processing, courier delays, public holidays, or unforeseen events (e.g., weather disruptions).
- International deliveries may require additional time for customs clearance.
4. Shipping Costs
4.1 Calculation
- Shipping costs are calculated at checkout based on the delivery address, order weight, dimensions, and selected shipping method.
- The total shipping cost will be clearly displayed before you confirm your purchase.
4.2 Free Shipping
- We may offer free or discounted shipping on orders meeting specific criteria (e.g., minimum order value). Such offers will be clearly indicated on the Website or during checkout.
- Free shipping, if offered, typically applies to standard delivery methods only.
4.3 Express Shipping
- Express or expedited shipping options may be available for select destinations. Availability and costs will be shown at checkout.
5. Order Tracking
- Upon dispatch, you will receive a Dispatch Confirmation Email containing:
- Your tracking number (if applicable).
- A link to track your shipment online via the courier’s website.
- Estimated delivery date and carrier details.
- Please check your spam/junk folder if you do not receive the email.
- If tracking is unavailable for your region or shipping method, contact us at contact@thepianissimo.com for updates.
6. Delivery Attempts and Failed Deliveries6.1 Delivery Process
- Our couriers will attempt delivery to the address provided during checkout. You are responsible for ensuring the address is accurate, complete, and accessible.
- Some deliveries may require a signature or collection from a local pick-up point (e.g., post office or courier depot).
6.2 Failed Deliveries
- If delivery fails due to:
- An incorrect or incomplete address.
- Refusal to accept the parcel.
- Failure to collect from a pick-up point or clear customs within the required timeframe.
the package may be returned to our logistics partner.
6.3 Consequences of Failed Delivery
- We may deduct return shipping costs from any refund issued.
- Re-delivery may require payment of additional shipping fees.
- If the package is abandoned or unclaimed, we reserve the right to cancel the order and issue a refund, less any incurred costs.
6.4 Address Accuracy
- Please verify your delivery address before confirming your order. We are not liable for delays, non-delivery, or additional costs due to incorrect or incomplete address information.
7. Customs, Duties, and Taxes
7.1 United Kingdom
- All prices for UK customers include applicable Value Added Tax (VAT). No additional duties or taxes apply at delivery.
7.2 European Union
- For orders under €300, we use the Import One-Stop Shop (IOSS) system where applicable, meaning VAT is collected at checkout and no additional VAT is due upon delivery.
- For orders above €300 or outside the IOSS scope, you may be required to pay VAT, customs duties, or handling fees upon delivery, as determined by your local authorities.
7.3 Australia and United States
- Customs duties, import taxes, or handling fees may apply and are not included in the product price or shipping cost.
- You are responsible for paying these charges, which are determined by your local customs authorities.
- We cannot estimate or reimburse customs fees. If you refuse to pay these fees, the package may be returned, and we may deduct return shipping costs from any refund.
7.4 General
- We are not responsible for delays caused by customs processing.
- If a package is refused due to customs fees or other reasons, you may be responsible for return shipping costs and any additional fees incurred.
8. Delivery Delays
- While we strive to meet estimated delivery times, delays may occur due to:
- Adverse weather conditions.
- Customs clearance processes.
- Courier or postal service disruptions (e.g., strikes, high demand).
- Public holidays or unforeseen events (e.g., pandemics, natural disasters).
- We are not liable for delays caused by factors beyond our control, but we will work with you and the courier to resolve issues and provide updates.
- If you suspect a delay, check your tracking information and contact us at contact@thepianissimo.com with your order number.
9. Lost or Stolen Packages
9.1 Reporting a Lost Package
- If your package has not arrived within the estimated delivery timeframe:
- Verify the status using your tracking number.
- Contact your local courier or postal service to confirm if the package is held at a depot or pick-up point.
- Notify us at contact@thepianissimo.com with your order number and tracking details.
9.2 Resolution
- We will investigate with the courier and, if the package is confirmed lost or stolen, offer:
- A replacement product (subject to availability).
- A full refund, including shipping costs.
- Investigations may take up to 14 business days, depending on the courier’s process.
9.3 Limitations
- We are not responsible for packages stolen after delivery to the provided address (e.g., from a porch or mailbox). Consider providing a secure delivery location or requesting a signature upon delivery.
10. Packaging
- All orders are packaged with care using protective, recyclable materials to ensure safe transit.
- Our candles are fragile, and we take extra precautions to minimize the risk of damage during shipping.
- If your order arrives damaged, please follow the process outlined in our Return & Refund Policy (available at www.thepianissimo.com/returns).
11. Special Requests and Express Shipping
- If you have special delivery instructions (e.g., leave with a neighbor, specific drop-off location), please include them at checkout or contact us before placing your order.
- For urgent deliveries or express shipping options not listed at checkout, email us at contact@thepianissimo.com to discuss availability and costs.
- We cannot guarantee compliance with special requests but will make reasonable efforts to accommodate them.
12. ContactFor questions, concerns, or assistance with shipping and delivery, please contact:
FORTUNAT LTD
Email: contact@thepianissimo.com
Phone: +44 7360 498800
Address: Holborn Gate, 330 High Holborn, Suite 505, 5 Desk Suite, London, England, WC1V 7QH For returns or damaged items, refer to our Return & Refund Policy or contact us at the above email.
