Shipping policy

Shipping Policy

Last updated: 2026-04-29

Every Ketelier piece is knotted by hand in Vietnam. That's the whole reason this brand exists — but it also means our shipping timeline is different from a same-day Amazon experience. Here's exactly what to expect.

1. Lead Time at a Glance

Stage	Timing
Production (handcraft + QC + packaging)	7-10 business days from order confirmation
International transit (Vietnam → US)	7-14 business days post-ship
Total expected window	14-24 business days from order confirmation

Business days exclude weekends and Vietnamese public holidays. Around Lunar New Year (Tết, late January or February), production may pause for up to 10 days. We post a banner on the homepage when that's coming.

2. How Production Works

We don't pre-stock inventory in a US warehouse. When you place an order, the artisan begins your piece — selecting the cord, hand-tying the knots, and finishing it within the 7-10 business day window. Then it's quality-checked, packaged with the maker tag, and handed to the courier.

That's why your Order Confirmation email mentions the maker by name: your piece is made for you, not pulled from a shelf.

For the full timeline framed as the "Your Order Journey" experience, see our delivery info page.

3. FTC 30-Day Rule (US Federal Law)

All pieces are handcrafted in Vietnam and ship within 7-10 business days of order confirmation.

If we cannot ship within 30 days of your order, we will notify you and offer a full refund or your consent to a revised ship date.

International transit time 7-14 business days post-ship.

This wording reflects the US Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule (16 CFR § 435), which we honor across all orders.

4. Carriers and Methods

We ship via international express carriers (currently DHL, UPS, or USPS depending on destination). Standard international shipping is included on most orders; rates and any free-shipping thresholds are calculated at checkout.

You'll receive a tracking number by email once your piece is handed to the carrier. Tracking updates can take 24-48 hours to populate fully.

5. Customs, Duties, and Taxes

For US destinations, most orders ship at values below the US de minimis threshold and don't incur duties. If duties or local taxes do apply, they're typically the recipient's responsibility unless we've specifically marked the order as DDP (delivered duty paid) at checkout.

If you're charged unexpected duties on delivery and you'd like help understanding why, email hello@ketelier.com and we'll walk through it with you.

6. Address Accuracy

Please double-check your shipping address before checkout. Once a piece is handed to the carrier, we generally cannot reroute or change the address mid-transit. If a package returns to us due to an address error or unclaimed delivery, we'll reach out about reshipping (you cover reship costs) or refund minus original shipping.

7. Lost, Stolen, or Damaged Packages

Lost in transit: If tracking shows no movement for 10+ business days past the expected delivery date, email hello@ketelier.com. We'll open a carrier investigation. If the package is confirmed lost, we'll send a replacement at no cost, or refund in full at your choice.
Marked delivered but missing: Check with neighbors and your building first; carriers sometimes mis-scan. If still missing 48 hours after a "delivered" status, contact us so we can file a claim.
Damaged in transit: Photograph the package and the piece within 48 hours of delivery and email hello@ketelier.com. We'll arrange a replacement or refund — your choice.

8. Holiday and Peak Periods

Around Mother's Day (May), Christmas (December), and Lunar New Year, production and transit can both run longer than the standard window. We publish "Order by [date]" reminders on the homepage and in our newsletter, and we strongly recommend ordering with extra buffer for gift deadlines.

We can't promise expedited handcraft — the artisans need their time. But we can flag urgent gift orders to our shipping team to use the fastest available carrier. Email hello@ketelier.com within an hour of placing the order to request this.

9. Order Cancellations Before Shipping

If you change your mind, email hello@ketelier.com within 24 hours of order confirmation. If your piece hasn't yet entered production, we'll cancel and refund in full. After production starts, cancellation is treated as a return under our Refund Policy.

10. Contact

Shipping questions, tracking concerns, or just want a status update? Email hello@ketelier.com. We respond within 24-48 business hours.

Last updated: 2026-04-29 | Shipping questions? hello@ketelier.com