At Sablés Gourmets, we strive to provide a seamless and secure shopping experience for our customers worldwide. Below are our detailed policies regarding delivery, shipping fees, and customs regulations.

Delivery Times

• Order Processing: All orders are processed and shipped within 24 hours of submission.
• Delivery time: Delivery via DHL Express within 24 to 72 hrs.
• Delivery times may extend during holiday seasons, special campaigns, or for remote locations (e.g., distant cities, islands). 

Shipping Costs

• Base Rate: $27 USD for the first to second kilogram.
• Additional Weight: Varies per countries which are divided per zones and have their corresponding pricing based on DHL express Worldwide Export fees.
• Order Weight Limits:
• Maximum weight per international order: 15 kg.
• Orders exceeding 15 kg will be split into multiple shipments.
• All items are packed in boxes of carton double thickness (except special items and gift boxes).

Countries We Deliver To

• We ship worldwide except to countries restricted by DHL or local regulations.
• DHL does NOT deliver to: Afghanistan, Iran, Korea, Soudan, Syria.
• Customs Restrictions: Significant taxes may apply in countries such as Egypt, Europe, India, and Brazil.

Customs and Duties

• Customs Fees: Recipients are responsible for settling any customs duties or taxes imposed by the destination country.
• Neither Sablés Gourmets nor DHL covers these fees.
• All orders are subject to inspection and approval by the destination country’s customs authorities.
• As of July 1st 2021, all commercial goods imported into the EU will be subject to VAT and will require formal customs declaration for animal origin product like butter and milk chocolate in our case. 

Order Tracking

• Once your order is shipped, you will receive an email with a DHL tracking number for real-time delivery updates.

Warm Weather Protection

• Orders are shipped with temperature-controlled shipping to preserve the quality of chocolates and perishable items.
• We do NOT ship from May to october due to high temperatures.

Gift Orders

• Add a personalized gift message during checkout by mentioning it in the note section.
• We exclude invoices for all gift orders to enhance the gifting experience.

Returns and Refunds

• Returns are not accepted for perishable goods.
• Refunds or replacements apply only if:
• The wrong product was sent.
• Items were damaged during shipping.
• Products were defective or tampered with.
• Contact customer@sablesgourmets.com within 48 hours of delivery to initiate a claim.

Problems with the delivery

Please keep the proof of delivery receipt signed/confirmed by the registered customer. We want your Sablés Gourmets experience to be enjoyed!

If you´re dissatisfied with our product please reach out to our customer service so we can find you a solution and make things right. They are available anytime from Monday to Friday. 

Key Policies Summary

• Orders processed within 24 hours.
• Delivery times: up to 7 working days
• Customs duties are the recipient’s responsibility.

Payment Confirmation

You will receive an email to acknowledge and confirm your order; it will include the products, the amount payed and the currency.

Multiple transactions may result in multiple postings to the cardholder’s monthly statement.

Your order might not be accepted if:

• We do not have the products in stock
• Your payment is not authorized
• There is an error on our website regarding the price or other details of the products
• The product page shows this tag: ¨Exclusively available in stores¨ 

Customer Support

• For delivery issues, payment concerns, or address changes, contact our dedicated support team:
• Email: customer@sablesgourmets.com
• Live Chat: Available on our website.