Shipping and Duties
1) Who ships your order
Orders are fulfilled and shipped by Issam El Aissaoui, trading as ELAISSAOUI, through insured premium carriers.
2) Processing time
In stock pieces are prepared within one business day. Made to order and personalised pieces follow the lead time shown on the product page or confirmed by our concierge.
Orders are processed Monday to Friday, with an order cutoff of 12:00 noon, Europe/Berlin time. Orders received after the cutoff or on Saturday or Sunday begin their preparation period on the next processing day.
3) Delivery times and cost
The seller is Issam El Aissaoui, trading as ELAISSAOUI, a sole trader based in Germany. Objects are dispatched from the European Union. Delivery is free to the eligible destinations listed in section 8.
European Union: 3–5 business days after dispatch
International destinations listed in section 8: 5–15 business days after dispatch.
International delivery takes longer because Objects travel from the European Union and may require customs clearance. These are estimates, not guarantees, and may be affected by customs processing, weather or carrier disruption. This does not affect your statutory rights.
4) Import taxes and duties
For every eligible destination listed in section 8, the House bears any applicable import VAT, customs duties and carrier customs-clearance charges arising from the initial import and delivery of your order. These charges, where applicable, are covered by the House and are not charged to you separately upon delivery.
This does not mean that the order is exempt from tax or customs duties; it means that the applicable delivery and import charges are paid by the House. If a carrier or customs authority nevertheless requests payment upon delivery, contact concierge@elaissaoui.com before making that payment.
5) Tracking and signature
Shipments are tracked and may require an adult signature on delivery. For high value orders we may deliver only to the billing address or to a verified address.
6) Customs information
We declare goods accurately and lawfully. We cannot mark orders as gifts or understate value.
7) Risk and damage
Risk passes to you on delivery. If your order arrives damaged, keep all packaging and contact concierge@elaissaoui.com within seven days so we can support a claim and a remedy.
8) Eligible and restricted destinations
Free delivery and the House-paid import-charge treatment described in section 4 are currently available only for delivery to:
European Union: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
International: United States, United Kingdom, Canada, United Arab Emirates, Switzerland and Monaco.
A destination that is not available at checkout is not eligible. If a legal or carrier restriction prevents fulfilment after an order is placed, we will inform you and refund all amounts paid.
Contact: concierge@elaissaoui.com
