Question 1

How does US standard shipping work?

Accepted Answer

We know how important it is to receive your goods when you expect them, especially if you have ordered something for a specific occasion- so here's some more info on the different shipping methods we have available.
 
Delivery takes 3-6 business days* (excluding weekends and public holidays). To find out exactly how long it will take click here and enter your zip code.
 
Tracking your order and what happens on delivery day
If your order has been sent with a trackable service you'll be emailed a tracking link once your package has been shipped. 
 
If you're ordering more than one item, your order may arrive in separate packages on the same day, as they may be shipped from different warehouses.
 
If your items are coming from multiple warehouses, they'll all have the same order number. However, bear in mind that tracking numbers and delivery times may differ depending on where your items have been shipped from. You'll see an individual tracking link for each package.
 
If your orders have been sent in separate packages you'll get individual dispatch emails with their unique tracking numbers.
You can also track your order by going to your orders in 'My Account' and clicking 'Track Order'.
 
A signature may be required on receipt of your order.
If you're not in, your order may be left with a neighbor or in a safe place. If it can't be left, then a card will be left telling you how to pick up your order or rearrange delivery.
 
Just one more thing....
*We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force majeure events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. Saint Lazare cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

Question 2

Can I have my order shipped to a PO Box address?

Accepted Answer

If you're ordering to the US, you can select delivery to a PO Box on our Standard Delivery service.
 
We ship some brands from a different warehouse, so our couriers may be unable to deliver to the PO Box you selected. You will be notified if there are any issues with your delivery. 
We are unable to deliver to PO Boxes on our Express Shipping service in the US.

Question 3

Will I be charged customs and import charges?

Accepted Answer

When might I be charged customs?
 
Orders to the USA
US customers won’t see any customs charges. If your order has been delivered to a US address, and you have been charged, please keep a proof of payment and contact our Customer Care team by clicking 'Contact Us Now' on this page.

However, if your order is over $800 and contains items shipped from the UK or the items have any animal names/ parts in them (e.g. faux fur, bone, tortoiseshell) you may need to pay customs charges.  
 
Orders to Canada
From July 1st 2020, orders being shipped from the US to Canada that are under CAD $150 will no longer be subject to duties. Orders under CAD $150 will still be subject to sales tax and handling fees.
 
We recognize that you face some charges when shopping with us so we offer a 15% off discount code. For more information on the 15% off code for Canadian customers click here.
 
Orders to Mexico 
If you're ordering to Mexico, you won’t see any customs charges on your package. If you receive any unexpected duty or tax charges, please contact your local customs office directly. 
 
Click here for more information on how customs charges work for deliveries to Mexico.
Orders to Puerto Rico and US Virgin Islands  
 
If your order is being delivered to Puerto Rico or the US Virgin Islands, you will cover any customs or import duties for your order. Once the order arrives at your customs office, you’ll be contacted with details of the charges.

Regardless of where you’re shopping from, some items may be shipped from our US warehouse, so you may be charged customs. You’ll see a message at checkout if this applies for any items in your order.

If you need to pay a customs charge the delivery partner will contact you directly once they have your package to collect payment. This fee will be charged regardless of the price of your package and we can't control these charges. 
Sales Tax
Sales Tax is charged on items shipped to the US. In States where ASOS has an obligation to collect, you'll seesales tax applied to your order, which will be correct for the shipping address that you've selected.

Question 4

Which countries do you ship to internationally?

Accepted Answer

We ship to countries and territories worldwide offering Standard Shipping to all and Express Shipping where possible.
 
Just one more thing....
We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force majeure events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. Saint Lazare cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

Question 5

Delivery Updates

Accepted Answer

The safety of our staff and partners is our top priority, so we’re working around the clock to make sure that you can get your Saint Lazare orders as quickly and safely as possible.

If your order has been sent with a trackable service you’ll be able to get the latest updates on your order by clicking the tracking link in your shipping confirmation email.

We're working with our courier companies to protect both their drivers and your health, so your favourite packages – Saint Lazare packages – can keep landing on your doorstep. These include selecting safe places for packages to be left and drivers signing on your behalf.

We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force majeure events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. Saint Lazare cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

Question 6

My order status is still ‘It's Ordered,’ when will it be shipped?"

Accepted Answer

If the status of your order is showing as 'It's Ordered', it means that we're busy getting your order together ready to be sent out.
 
During busy times, this status may show on your order for longer than normal. 
Your estimated delivery date is in your order confirmation email and includes the time it takes for us to package your order. If some of your items are coming from another Saint Lazare warehouse, delivery will take a little longer. You'll be able to see which warehouse your items are coming from on the product page and at checkout. Your order number will be the same for all items regardless of where they are shipped from, and you'll be able to track all your packages as normal.
 
You'll receive another email when we send your order to you, which will include a tracking link if your order has been sent with one of our trackable delivery services.
 
If your order hasn't arrived by the delivery date in your confirmation email, get in touch with our Customer Care team so we can help you further.

Question 7

Why has my order been returned to Saint Lazare

Accepted Answer

If your order has been returned to Saint Lazare by one of our delivery partners, it’s likely to be for one of the following reasons:

The package was refused.
Our delivery partner was unable to access the address after several attempts. 
The delivery address was incomplete.
The package was damaged in transit. 
The order was not collected from the pickup point within 10 days of it being delivered.
 
We’re really sorry your order hasn’t made it to you. If you’d still like the items and they’re still in stock, we recommend placing a new order to a delivery address that is easily accessible to our delivery partners.

Please allow up to 10 working days (excluding weekends and bank holidays) for your package to be delivered back to our warehouse and processed. All returns are subject to our original condition and fair use policies. Check out our Returns Policy to find out more.

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Frequently asked questions