Shipping policy

Preparing your order

Orders are prepared within 24 to 72 business hours after payment is confirmed. An order placed at the weekend or on a public holiday is processed on the next business day.

Delivery times

International delivery within 3 to 10 business days depending on the destination country. These times are indicative and run from the dispatch date, not from the order date. Occasional delays may occur during busy periods, at seasonal peaks, or in the event of strikes, bad weather or customs inspections.

Delivery address

You are responsible for the accuracy of the address entered when ordering, including the street number, the floor, the entry code and the name shown on the letterbox or entryphone. Please check it on your confirmation e-mail: any correction must reach us at support@firkinjelly.com before dispatch.

An incomplete or incorrect address that results in a return or a re-dispatch is your responsibility: the corresponding costs remain at your expense.

Tracking your parcel

A named tracking number is sent to you by e-mail as soon as the order is dispatched. We encourage you to check it regularly: it is what tells you about a hold, a transfer to a pick-up point or an attempted delivery.

If you do not receive this e-mail, please check your spam folder before writing to us.

Delivery to a pick-up point

Where delivery is made to a pick-up point, the parcel is held there for the period set by the carrier, generally ten to fourteen days. After that, it is automatically returned to us.

A parcel not collected within that period, or refused on delivery, is refunded to you up to the price of the items; the shipping and return costs actually incurred remain at your expense.

Extended times: leather and busy periods

Our Jelly Élan bags in genuine leather may require a longer preparation time than the rest of the collection. Likewise, during promotional events and peak periods — Black Friday, the end-of-year holidays, sale periods — carriers' transit times inevitably lengthen.

In every case, your order is prepared and handed to the carrier within 24 to 72 business hours, and a tracking number is sent to you. The Track my order page, available at any time from our site, lets you follow its progress.

When the indicative time is exceeded

The times stated are indicative. Exceeding them does not, in itself, give rise to an immediate right to a refund.

If your order has not arrived within the stated time, write to us: we ask you to require us to deliver within a reasonable additional period. Only on the expiry of that second period, if the order has still not been delivered, may you request termination of the contract and a full refund, in accordance with Articles L216-1 to L216-6 of the French Consumer Code.

We are not responsible for delays attributable to the carrier, to the customs authorities, to a strike, to bad weather or to force majeure. We nevertheless remain your point of contact and follow the case through to its resolution.

What constitutes delivery

A delivery is established by the evidence provided by the carrier: a time-stamped “delivered” status, the delivery address and, depending on the case, a signature, the GPS coordinates of the drop-off point or a photograph of the delivered parcel. This evidence is provided to you on request.

A delay is not a loss

A parcel whose tracking has stopped moving is not considered lost until the carrier has closed its investigation. That investigation is opened at our request and generally takes ten to twenty-one days.

We start this process as soon as you report the problem to us, and we keep you informed of its progress. If the loss is confirmed, we re-send your order or refund you in full, as you prefer.

Parcel marked delivered but not received

Please report this to us within 72 hours of the status changing to “delivered”. Please first check with the other people in your household, your neighbours, your caretaker or the pick-up point indicated: the vast majority of parcels reported missing are found there.

To open a claim, the carrier requires a sworn statement of non-receipt dated and signed by your own hand. We send you the template; your signed return allows us to start the procedure and assert your rights.

Damaged parcel

If the parcel reaches you visibly damaged, make precise written reservations to the delivery driver or refuse it. Photograph the packaging before opening, then the product, and send us everything within 48 hours to support@firkinjelly.com. An unboxing video with no cuts, where you have one, considerably speeds up the case.

Customs and taxes

Depending on the destination country, customs duties or local taxes may apply on entry into the territory. They remain the responsibility of the recipient and are not included in the price shown. A parcel held in customs for want of payment of those duties, then returned or destroyed, cannot give rise to a refund of the shipping costs.

Our commitment

Until your parcel has actually been handed over, we remain your sole point of contact. We do not refer you to the carrier: we open the claim ourselves, we follow it up and we keep you informed until it is resolved.

Our customer service replies at support@firkinjelly.com within 24 to 48 hours, seven days a week.

Version of 19 September 2026. This version applies to orders confirmed from that date onwards. The version in force on the date of your order is archived and will be provided to you on request. This policy is drafted in French; in the event of any discrepancy with a translated version, the French version prevails.