Shipping policy

Order Processing & Shipping

The order management process on the Lancaster website is divided into two distinct stages:

  • Logistical processing (Pick & Pack) of orders in our warehouse;
  • Delivery (Shipping) by the carrier selected at the time of the order.

1. Order Processing

We process orders from Monday to Friday. All orders placed before 12:00 PM (noon) will be prepared and shipped the same day. After this time, they will be prepared and shipped the next business day.

Delivery times then depend on the selected shipping method. Lancaster also informs its customers that these timeframes exclude weekends and public holidays.

This timeframe may be extended by an additional 48 to 72 hours during special operations (sales, private sales, Christmas period).

2. Deliveries

🇫🇷 France

  • Colissimo Home – Without signature
    Mailbox delivery, 2 to 3 business days, €6 for any order under €69. Free from €69 purchase

  • Colissimo Home – With signature
    Hand delivery, 2 to 3 business days, €6 for any order under €69. Free from €69 purchase

  • Colissimo Home – With secure code
    Hand delivery, 2 to 3 business days, €6 for any order under €69. Free from €69 purchase.
    ⚠️ The secure code is sent only to the recipient via SMS or email. It must only be provided at the time of hand delivery. It must never be shared with a third party or communicated to the delivery driver by phone. In case of non-compliance, no delivery dispute can be opened.

  • Colissimo Pickup Point
    2 to 3 business days, €5 for any order under €69. Free from €69 purchase. 

  • DHL Express
    1 to 2 business days, €10 per order

🇪🇺 European Union

  • Colissimo Home with signature – EU
    3 to 4 business days, €10 for any order under €99. Free from €99 purchase. 

  • DHL Express Worldwide – EU
    1 to 2 business days, €10 per order

⚠️ Please note: customs fees may be applied upon receipt of the parcel. These fees are the responsibility of the buyer. 

🇬🇧🇨🇭 United Kingdom & Switzerland

  • DHL Express Worldwide
    1 to 2 business days, €10 per order

⚠️ Please note: Lancaster covers customs duties for the United Kingdom and Switzerland.

🌐 Rest of the World (Non-EU)

  • DHL Express Worldwide
    2 to 5 business days, €10 per order

⚠️ Please note: customs fees may be applied upon receipt of the parcel. These may be charged to the buyer except for Switzerland, the United Kingdom and the United States, for which Lancaster covers customs duties.

⏳ Additional Delays

During special operations (sales, private sales, Christmas period), delivery times may be extended by 48 to 72 hours.

🌏 List of Delivered Countries

The full list of eligible delivery destinations is available when entering the address before payment.

3. Returns

Return Conditions

You have 14 calendar days from the date of receipt of your order to exercise your right of withdrawal and request a refund.

Once your return request is accepted, you have a maximum of 7 calendar days to ship your return parcel. After this period, the return may be refused.

To be eligible for a refund, returned products must meet all of the following conditions:

Products must be:

  • Not have been worn

  • Show no signs of wear or damage

  • Be returned in their original packaging

  • Be complete and in the same condition as when delivered

To prevent damage during transit, items must be carefully protected in their original packaging or in a rigid cardboard box.
Any product delivered with a protective dust bag must be returned in that bag.
Otherwise, the refund may be refused.

Return shipping costs of €5 in France and €10 internationally are payable by the customer and will be deducted from the refund.

We do not offer exchanges or store credit: orders may only be refunded to the payment method used for the purchase. 

Damaged Items

In the event of a damaged product received, you have 48 hours after receipt to contact our after-sales service at: sav@lancaster.com
⚠️ Return requests for defective products must not be made via the website.

Return Procedure

From France, Belgium, Germany, Spain, Italy, Luxembourg, Netherlands, Portugal

The return label must be used within 7 calendar days after its issue date.

Your return will be processed within 24 to 72 business hours after receipt in our warehouses (inspection and refund).

From a country other than those listed above

Return must be requested by email contact@lancaster.com .

Please indicate your order number.
Instructions will then be sent to you.
The parcel must be shipped by the customer, with costs at their expense.

Refund

  • Full return: Lancaster will refund the order in full, less a return shipping fee of €5 in France and €10 internationally.

  • Partial return: The original shipping costs will not be refunded, and a return shipping fee of €5 in France and €10 internationally will be deducted.

Timeframes:

  • Return processing: 3 to 4 business days. The refund will be issued once the parcel is received, processed and validated by Lancaster.
  • Refund: 5 to 10 business days after return validation

The refund is made exclusively to the payment method used at purchase. No refund to another bank account is possible.

In case of a closed bank account, it is your responsibility to contact your bank to recover the funds. Lancaster cannot be held responsible for amounts retained by the banking institution.