FAQ

Frequently asked questions

When will my order arrive?

Orders are prepared by our fulfillment partners, then delivered to the United States in an estimated 7–15 business days after dispatch. Delivery estimates are not guarantees and can be affected by carrier or customs delays.

How do I track my order?

We email tracking details as soon as your shipment is scanned by the carrier. Please allow a few business days for tracking events to begin updating.

Can I change or cancel my order?

Email roni@brandetoile.com within 12 hours of placing the order. We will do our best to help before fulfillment begins, but cannot guarantee changes once an order is in processing.

What is your return policy?

Return requests must be made within 30 days of delivery. Contact us before sending anything back; we will review the request and provide the appropriate next step.

What if my item arrives damaged or incorrect?

Contact us within 30 days of delivery with your order number and clear photos or a video. We will assess the issue and offer a replacement, refund or another appropriate resolution.

Do I pay return shipping?

For approved change-of-mind or size-related returns, return shipping is generally the customer’s responsibility. If we sent a damaged, defective or incorrect item, we will resolve the issue at no additional product cost to you.

Where do orders ship from?

Étoile works with a global fulfillment network. Items may ship separately when an order contains products fulfilled from different locations.

Will I be charged duties or taxes?

Any import duties, taxes or carrier charges that apply to your order are the customer’s responsibility unless stated otherwise at checkout.