Shipping policy
Last updated: September 27, 2026
This Shipping Policy applies to orders placed on the KAARA LU website.
1. SHIPPING DESTINATIONS
KAARA LU offers delivery in France and internationally, subject to the availability of shipping services for the selected destination.
The countries and territories currently served are shown during checkout.
If a destination cannot be selected at checkout, this means that KAARA LU is not yet able to ship an order there.
2. ORDER PROCESSING
For items available in stock, orders are generally prepared and handed over to the carrier within 2 to 5 business days following payment confirmation.
Saturdays, Sundays and public holidays are not considered business days.
This period only covers order preparation and dispatch. It does not include the carrier’s transit time.
Additional processing time may exceptionally be required during busy periods, collection launches, special operations or where a security review of the order is necessary.
Where such a delay is likely to significantly affect the announced delivery date, the customer will be informed.
3. DELIVERY TIMES
The estimated delivery time or delivery window applicable to the order is shown before payment is confirmed, depending on the destination and shipping method selected.
Transit time begins once the order has actually been dispatched and not when the order is placed.
Delivery times may vary depending in particular on:
- the destination country;
- the selected carrier;
- the shipping method chosen;
- customs inspections;
- public holidays;
- busy periods;
- weather conditions;
- or exceptional circumstances outside the normal course of delivery.
Where an order contains a made-to-order item, the production time stated on the product page is added to the carrier’s transit time.
The delivery date or delivery window communicated at the time of purchase constitutes the applicable delivery estimate.
Where no specific date or delivery period has been provided, delivery will take place in accordance with the period provided by applicable law.
4. CARRIERS
Depending on the destination, service availability and the characteristics of the order, delivery may in particular be handled by:
- Colissimo;
- Chronopost;
- UPS;
- Mondial Relay;
- or any other reliable carrier offered at checkout.
The shipping methods actually available for the order are shown during checkout.
Certain orders, particularly high-value orders, may be shipped using enhanced tracking or signature-required delivery.
KAARA LU may require signature upon delivery where this is reasonably necessary to secure the shipment.
5. SHIPPING COSTS
Shipping charges apply.
Their amount is calculated based in particular on:
- the destination;
- the carrier;
- the shipping method;
- parcel weight;
- parcel size;
- and, where applicable, the value of the order.
The shipping charge is communicated to the customer before final confirmation and payment of the order.
6. DELIVERY TO A PICKUP POINT
Where this service is available for the relevant destination, the customer may choose delivery to a pickup point.
Depending on the carrier and service used, the pickup point may be selected during or after the checkout process.
The customer is responsible for selecting the pickup point and must check the information provided before confirming it.
The parcel must be collected within the period specified by the carrier.
If the parcel is not collected within that period, it may be returned to KAARA LU.
7. SHIPPING ADDRESS
The customer must carefully check the accuracy and completeness of the shipping address before confirming the order, including:
- recipient name;
- street number and street name;
- building, floor or apartment number;
- postal code;
- city;
- country;
- telephone number;
- and any other information useful for delivery.
If an error is identified after the order has been placed, the customer must contact KAARA LU as soon as possible at:
Contact@kaaralu.com
An address can only be changed if the order has not yet been handed over to the carrier.
Once the order has been shipped, KAARA LU cannot guarantee that the requested change can be made.
Any additional costs directly caused by an incorrect or incomplete address provided by the customer may be charged to the customer where justified.
8. ORDER TRACKING
After dispatch, the customer will generally receive an email containing a tracking number or tracking link.
Tracking information may take some time to be updated by the carrier.
If the tracking link still does not work after activation or if there is no update for an unusually long period, the customer may contact KAARA LU and provide the order number.
9. SIGNATURE-REQUIRED DELIVERY
Where signature-required delivery applies, the parcel is handed to the recipient or to any person authorised to receive it at the stated address.
The carrier may request, in particular:
- a signature;
- proof of identity;
- a delivery code;
- or any other verification required by the relevant delivery service.
In the event of a dispute, KAARA LU may request the available proof of delivery from the carrier, including the signature, delivery code, geolocation information or any other information recorded in accordance with applicable law.
10. ABSENCE OR UNCOLLECTED PARCEL
If the recipient is absent, the carrier may:
- make another delivery attempt;
- deliver the parcel to a pickup point;
- or provide instructions to the recipient.
The customer must collect the parcel within the time period specified by the carrier.
Where a parcel is returned to KAARA LU because of:
- repeated absence of the recipient;
- failure to collect the parcel within the required period;
- an incorrect or incomplete address;
- or unjustified refusal to accept delivery,
the customer will be contacted in order to arrange a new shipment or another solution.
Any additional costs directly caused by reshipping or by the parcel being returned may be charged to the customer where attributable to the customer and properly justified, without affecting the customer’s statutory rights.
11. PARCEL MARKED AS DELIVERED BUT NOT RECEIVED
If tracking indicates that the parcel has been delivered but the customer has not received it, the customer must contact KAARA LU as soon as possible at:
Contact@kaaralu.com
Before contacting us, the customer is asked to check:
- the address shown in the order confirmation;
- the mailbox and any authorised safe delivery locations;
- with other people living at the delivery address;
- with neighbours or the building concierge;
- with the selected pickup point, where applicable;
- and the delivery information provided by the carrier.
KAARA LU may open an investigation with the carrier.
The customer may be asked to provide a declaration of non-receipt, proof of identity or any other document useful for handling the claim.
The appropriate solution will be determined after review of the circumstances and the outcome of the investigation, in accordance with the seller’s legal obligations.
12. DAMAGED PARCEL
Upon delivery, the customer is encouraged to check the external condition of the parcel.
If the parcel shows significant visible damage, the customer may refuse delivery.
Where the parcel is accepted, the customer may record specific reservations on the delivery document where possible.
The customer must then contact KAARA LU promptly at:
Contact@kaaralu.com
and provide the order number and, where possible:
- photographs of the parcel before opening;
- photographs of the shipping label;
- photographs of the internal packaging;
- photographs of the damaged product;
- a description of the issue.
Failure to make a reservation at the time of delivery does not automatically remove the consumer’s statutory rights.
Where the product was damaged during transport, the customer will not be responsible for the necessary return or replacement shipping costs.
13. MISSING PRODUCT OR ORDER ERROR
If a product is missing or the product received does not match the order, the customer must contact KAARA LU promptly and provide:
- the order number;
- details of the missing or incorrect product;
- and, where useful, photographs of the parcel and its contents.
After verification, KAARA LU will arrange shipment of the correct product, replacement or refund in accordance with applicable law, at no additional cost to the customer.
14. DELIVERY DELAYS
If delivery is delayed beyond the announced period, the customer is encouraged to contact KAARA LU so that the shipment can be checked with the carrier.
If delivery does not take place within the agreed period, the customer has the remedies provided by applicable law.
Where required, the customer may in particular request delivery within an additional reasonable period and may then, under the conditions provided by law, terminate the contract.
Where a delivery date was an essential condition of the order and this condition had been communicated to KAARA LU before the contract was concluded, the relevant legal rules apply.
Once termination has been validly established, any amounts due will be refunded within the statutory period.
15. LOST PARCEL
Where a parcel appears to be lost, KAARA LU will open an investigation with the carrier.
The investigation period depends on the carrier and destination country.
The customer may be asked to provide a declaration of non-receipt or any other necessary document.
If the loss is confirmed, KAARA LU will offer, depending on product availability and the customer’s rights:
- a replacement shipment at no additional cost;
- or a refund of the amounts due.
KAARA LU remains the customer’s point of contact for handling a loss that occurs before the parcel has been physically delivered.
16. INTERNATIONAL SHIPPING, CUSTOMS DUTIES AND TAXES
Orders shipped outside the European Union may be subject to:
- customs duties;
- import taxes;
- handling fees;
- or other charges imposed by the authorities or carrier in the destination country.
Unless expressly stated otherwise at checkout, these amounts are not included in the product price or in the shipping charges billed by KAARA LU.
They remain the responsibility of the recipient.
KAARA LU does not currently collect customs duties or import taxes on behalf of authorities in countries outside the European Union, unless otherwise indicated at checkout.
The customer is responsible for checking the import rules applicable in their country before placing an order.
KAARA LU does not control customs decisions or the amount of any duties, taxes or fees that may apply.
A delay caused by customs formalities does not necessarily mean that the parcel is lost.
KAARA LU will nevertheless assist the customer where information from the sender is required.
If the customer refuses to pay the required customs duties or taxes and the parcel is returned to KAARA LU, any costs directly caused by that return may be deducted from the refund where attributable to the customer, properly documented and legally recoverable.
17. SPLIT SHIPMENTS
An order containing several items may exceptionally be shipped in more than one parcel.
Where possible, the customer will receive separate tracking information for each parcel.
No additional shipping charge that was not disclosed in advance will be charged solely because the order is split into several shipments.
18. MADE-TO-ORDER ITEMS
Certain KAARA LU products are made after the order has been confirmed.
This is clearly stated on the relevant product page before purchase.
For made-to-order items, the estimated production time stated on the product page is added to the carrier’s delivery time.
For the structured faux-leather jacket, the current estimated production time is 2 to 4 weeks before dispatch.
This timeframe is an estimate and may change depending on production.
If there is a significant change to the announced production period, the customer will be informed as soon as possible.
The fact that an item is made after the order is placed does not necessarily mean that it is personalised.
A product made in a standard size, fit or configuration offered by KAARA LU remains distinct from a product made to the customer’s individual specifications or clearly personalised.
The customer’s statutory rights, including the right of withdrawal where applicable, remain unchanged.
19. TRANSFER OF RISK
For orders placed by a consumer, the risk of loss or damage passes to the customer when the customer, or a third party designated by the customer other than the carrier proposed by KAARA LU, takes physical possession of the parcel.
Using a carrier does not release KAARA LU from its legal obligations relating to proper performance of the order.
20. CONTACT
For any question regarding shipping or delivery:
KAARA LU
Karamatou Lubangi Mutoke – Sole trader
15 rue Defresne Bast
95100 Argenteuil
France
Email: Contact@kaaralu.com